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Table of Contents
Prepare - Choose your target version and prepare for your upgrade
Other products were changed and updated in the New York release. For more information, refer
to the release notes topics, which are organized by product area.
If your instance requires non-responsive dashboard functionality, you can disable responsive
dashboards.
configured with the Incident.Category breakdown source, you can filter the dashboard by the
Inquiry/Help, Network, and Software categories.
For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.
Activation information
Accessibility information
Performance Analytics
Performance Analytics is an in-platform Analytics application that enables you to create
management dashboards, report on KPIs and metrics, and answer key business questions to help
increase quality and reduce the costs of Service Delivery.
Reporting
ServiceNow® Reporting enables you to create and distribute reports that show the current state
of instance data, such as how many open incidents of each priority there are.
Predictive Intelligence
Predictive Intelligence is a platform function that provides a layer of artificial intelligence that
empowers features and capabilities across ServiceNow applications to provide better work
experiences.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a
messaging interface.
Create an NLU model that the system uses to recognize and process user utterances, intentions
(intents), and objects of, or contexts for, an action (entities). Train the model dataset iteratively
using utterance examples so that the system predicts the optimal intent output for a new
utterance.
Create an NLU intent
Create one or more intents for your NLU model based on utterance examples of what a user
might say related to the intent.
Create a simple entity
Create one or more simple entities from words in your utterance examples. An entity is an object
of, or context for, an action.
Annotating entities
When you create an NLU entity, you can annotate it with synonyms and other definitions. Learn
the details required for you to annotate list and pattern entities properly.
Using regular expressions in entities
Learn how to use regular expressions in your NLU entities to create patterns that help the system
match, locate, and manage certain text.
Train and test your NLU model
Train and test your model iteratively so that its intents and entities are validated and compiled,
and your model is assigned a version number.
Publish your NLU model
Publish your model so that its most recent version is active.
Activation information
Browser requirements
For optimal performance on the Now Platform, use the NLU model builder in the latest release of
Chrome, Safari, Firefox, and Edge. NLU model builder isn't supported in Internet Explorer.
Accessibility information
All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and screen reader
support. Accessibility details for NLU utterances and entity annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words in the utterance.
Pressing the Space or Enter key on a word opens the picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item in the left panel of the
picker.
• For the first listed entity in the picker, the Right arrow selects the first item in the next panel to
the right.
• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to the first item in the
next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word and extends the
selection range with the Shift + arrow keys.
Localization information
Virtual Agent
Virtual Agent administrators can configure a Virtual Agent Designer conversation flow to
consume NLU models so that agent chatbots can better understand user statements in the
conversation.
Predictive Intelligence
The NLU inference service is included in the Predictive Intelligence plugin.
For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.
If you have a time series widget with the Relative Compare visualization, and you put it on a
breakdown dashboard, you can now configure the widget to follow the breakdown elements
that a dashboard user selects. Previously, time series widgets with the Relative Compare
visualization could not follow elements on breakdown dashboards.
For more information about breakdown dashboards, see Using breakdowns on dashboards.
On interactive breakdown dashboards, the dropdown list that allows you to select only one
breakdown element is removed on upgrade. This list is replaced with a new menu that allows
multiple elements to be selected. For more information, see the "New in the New York release"
section.
Activation information
Accessibility information
• Color contrast increased on multiple UI elements in widgets and the Analytics Hub.
• Zoom size on Analytics Hub.
• Screen reader support improved.
• Analytics Hub popup buttons can be closed using esc.
• Hover and focus improved.
Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.
The quick start tests for Predictive Intelligence are recommended for any upgrades.
Homepage
The Homepage appears in the application navigator when you navigate to Predictive
Intelligence, and includes a summary of frameworks for classification, similarity, and clustering
solutions. You can create, train, and test solutions directly from the page so you can quickly
understand the basic functionality of how a machine-learning solution works. A summary of the
latest trained solution is also available.
Clustering framework
The clustering framework takes a large group of records, such as historic incidents, and groups
them based on how similar they are based on specific fields that you configure. The system
automatically assigns these records to existing clusters as new records come in based on a
configured frequency, and are reclustered at periodic intervals. A scatter plot is provided so you
can visualize active clusters, and APIs are available to access current cluster assignments. To see
how clustering can help you to more easily identify major incidents by grouping similar incidents
together, see Create and train a clustering solution
Quick start tests for Predictive Intelligence
Test whether Predictive Intelligence works after changes like upgrades or new applications.
Run quick start tests to verify that Predictive Intelligence still works. If you customized Predictive
Intelligence, you have to copy the quick start tests and configure them for your customizations.
Activation information
Predictive Intelligence is included in the following packages: ITSM Professional, CSM Professional,
HR Professional, HR Enterprise, ITOM Standard, ITOM Professional, ITOM Enterprise, ITAM Professional,
and Standalone Event Management. When you subscribe to any of these packages, you can
activate Predictive Intelligence on your production instance.
Browser requirements
For optimal performance on the ServiceNow platform, use Predictive Intelligence in the latest
release of Chrome.
Localization information
You can specify international languages for processing in both classification and similarity solution
definition forms. All languages you choose in these forms are applied and persist during solution
training and prediction.
Agent Workspace
Agent Workspace administrators can configure Predictive Intelligence machine learning
solutions as search sources in the Agent Assist button on the Agent Workspace Contextual
Sidebar. Predictive Intelligence can help to surface similar incidents, cases, and problems for
agents using a combination of contextual search and machine learning.
Natural Language Understanding
The Natural Language Understanding inference service is included in the Predictive Intelligence
plugin.
Activation information
Accessibility information
MetricBase
The MetricBase application uses Reporting to generate reports. MetricBase stores time-series
data measured at a specified sampling rate.
Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.
• Migrating Virtual Agent topics: Conversation topics created in the Madrid release are fully
supported in this release and do not change during upgrade. After upgrade, you can
continue to develop and use keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language Understanding (NLU)
model to your Virtual Agent conversations. NLU models provide your virtual agent with the
information it needs to understand and process user statements in a conversation. The CSM,
HR Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU models, along with
predefined conversation topics. To learn more, see Get Started with NLU in Virtual Agent.
• Defining a Service Portal Agent Chat Configuration: After upgrading, if you define a Service
Portal Agent Chat configuration, you must remove any previously installed Virtual Agent
Service Portal widgets from portal pages.
The Service Portal Agent Chat configuration enables users to run Virtual Agent and Live Agent
on all pages of selected service portals. This means you no longer need to retain the legacy
Virtual Agent Service Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.
Topic categories
Create or modify custom categories to classify and organize related conversation topics for
easier topic management.
Integration with IBM Watson Assistant
• IBM Watson Assistant Intent and Entity Integration: Use the intents, entities, and utterances
(called examples) defined in the IBM Watson NLU service and apply them as an NLU model
for your Virtual Agent conversations.
• IBM Watson Assistant Chat integration: Configure the IBM Watson Assistant Chat integration to
run a dialog skill (conversation) created in IBM Watson Assistant as a topic in the Virtual Agent
web client.
• New commands for bot conversations in messaging integrations: help (provides a short list of
useful commands), agent (transfer to live agent), and logout (unlink a ServiceNow account
from a messaging integration).
• Conversation settings: In the General Settings, use the Setup Topics tab to select and
configure setup topic elements for your conversations. Use the NLU Settings tab to enable NLU
for your instance.
• Virtual Agent Designer:
• Topics page opens in a platform window (navigate to Collaboration > Virtual Agent >
Designer).
• Topic management features: Topics page provides additional filters for organizing and
viewing your topics. You can also create or modify topic categories to group related
topics.
• NLU properties in Topics Property page: When NLU is enabled, you can set NLU properties
for the topic. Select the NLU Model for the topic and the Associated Intent that maps
to the topic. You can enable the Resume topic flow feature to let users to return to the
original topic after conversation switching occurs.
• NLU fields in property sheets for Input controls: For the Text, Static Choice, Reference
Choice, Boolean, Date Time, and Carousel controls, you can enable NLU and entity
extraction at the node level. You can specify the Associated Entity for the control, select
Enable NLU at Input Node to allow text input at the node level, and select Confirm Entity
Recognition to ask the user to confirm the entity value extracted by your virtual agent.
• Adapter Configuration page: Features three tabs for reviewing and configuring Commands
(formerly called Keywords), Bot Messages, and System Messages.
• Uninstall the Virtual Agent integration from Slack: Use the Uninstall option on the Messaging
Apps Integration page to remove a Slack messaging integration from an instance.
• Redirect user authentication to a Service Portal: After installing a Virtual Agent messaging
integration, you can specify a Service Portal in which end users complete the user
authentication step, instead of in their ServiceNow instance. End users working with the bot
for the first time complete authentication before continuing with the bot in the messaging
application.
• Control topic visibility in Virtual Agent messaging channels: Exclude a topic from a Virtual
Agent messaging channel by using a condition script that controls the visibility of that topic in
the channel. The condition uses the vaContext.deviceType context variable to identify the
messaging channel (Slack, Microsoft Teams, Workplace, or Facebook Messenger) from which
the topic is excluded.
• HTML bot response control for messaging integrations: Supports relative URL links.
Activation information
Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate the Glide Virtual
Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically
activates other necessary plugins if they are not already active. You can activate this plugin only if
you have a subscription to Virtual Agent.
For other conversation design features that you can activate, see Additional plugins for Virtual
Agent.
Browser requirements
Use Virtual Agent Designer on modern browsers such as Chrome or Edge. Virtual Agent Designer is
not supported on Safari and older versions of Internet Explorer (such as IE11) browsers.
• Product models for services: Create service product models to represent all of the services
your organization wants to monitor. A service model is a class of product models to define
Software as a Service (SaaS) products.
• Install base set up: Enable customer service agents to easily trace issues back to the right
product, instances of that product, or other entities by capturing a customer's install base. An
install base lets you track which products and services have been purchased, how they have
been installed or provisioned, and the detailed configuration of each item.
Configure signatures in outgoing emails by using $current_user reference while configuring quick
messages and email client templates.
Respond to cases using reply, reply all, and forward options
Respond to cases using the Reply, Reply All, and Forward options within Case forms. This
enhances the agent experience because it works like email clients they already use.
Create rules for incoming emails and create and assign cases
Define your email-related business processes using inbound email flows. Define rules to create
and assign cases to specific teams once you receive an email on a specified support email
address. Use the visual flow designer to configure email flows for your business needs.
Change password for Customer Service portal user
You can change login password to access the portal using the Change Password option.
Changing password periodically helps a user protect and reduce the risk of people accessing
user accounts.
Contextual search while creating a case in the Customer and Consumer Service Portals
When you create a case and enter the case details, related content from knowledge articles in
both the customer and consumer service portals are displayed. You can easily identify content
relevant to the case without having to go to a separate portal.
Improved navigation in the Customer and Consumer Service Portals
Access knowledge applications and content widgets from Knowledge and Communities directly
from customer and consumer service portals, saving time because you don't have to log into
separate portals to get useful information.
Enhancement to the user registration process for signing in to the Consumer Service Portal
Enable a two-step registration process in the consumer service portal. After sign-up, an email
verification link is sent to the specified email address. Once verified, users can log in with their
two-step credentials, enhancing the security of their account.
Password reset in the Customer and Consumer Service Portals
The Forgot Password option allows you to reset your password from both the customer and
consumer service portals. This option helps you when you have forgotten your password or have
accidentally entered a wrong password three times and have been locked out of your account.
Bot-based sessions separated out from usage reports in the Customer and Consumer Service
Portals
Reduce costs for your customers by charging them only for live sessions. Bot-based sessions are
separated out and not included in usage reports for both Customer and Consumer Service
Portals.
Continual Improvement Management (CIM) with CSM
Use the Continual Improvement Management (CIM) application with Customer Service
Management to request improvement opportunities and to implement phases and tasks to
meet performance goals, track progress, and measure success.
Quick start tests for Customer Service Management
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Customer Service Management still works. If you customized Customer Service
Management, copy the quick start tests and configure them for your customizations.
OpenFrame configuration
The following changes have been made to the OpenFrame configuration:
• The navigation path to configure OpenFrame has changed from System Properties >
OpenFrame to OpenFrame > Configurations.
• The icon class for Open Frame configuration only supports the phone and video icons.
• View the account hierarchy on the Case form. Expand and collapse the hierarchy and click
an account to view the account details in a sub tab.
• For cases that are created from a community discussion, customer service agents can view
and respond to the discussion from the case form.
Case enhancements
End users can close cases from the Customer and Consumer Service Portals. After closing a
case, the system redirects the user to a survey.
Enhancement to the Customer Service Management and Customer Service Portal landing pages
Widgets such as Most Viewed Articles and Most Useful Articles with metadata have been added
to the landing pages.
URLs from the Customer Service Management and Customer Service Portal pages redirected to
the relevant content pages
Link to Knowledge in the main page takes you to the kb_home page which is the desired
content page.
Enhancement to the consumer registration page
The consumer registration page has been enhanced for better user experience.
Activation information
You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin
role. This plugin includes demo data and activates related plugins if they are not already active.
Accessibility information
Customer Service Management conforms to WCAG-AA, starting with the New York release.
Agent Workspace
Agent Workspace for CSM is a customer service-specific implementation of ServiceNow® Agent
Workspace. This configurable service desk application provides agents with an integrated and
graphically intuitive user experience.
Communities
From the Customer and Consumer Service Portals, enable your customers to connect, engage,
and collaborate using the ServiceNow® Communities application. Customer service agents can
create cases from community discussion threads and resolve cases with community content.
Field Service Management
Customer Service Management includes an integration with the Field Service Management
application. With this integration:
• Field service technicians can view customer account and contact information on work orders
and work order tasks in the Field Service Management application.
• Customer service agents can create work orders from cases in the Customer Service
Management application.
• Customers and consumers can view case-related work orders from the Customer Service and
Consumer Service Portals.
Knowledge Management
From the Customer and Consumer Service Portals, enable your customers to search for shared
information using the ServiceNow® Knowledge Management application. Customer service
agents can resolve cases with knowledge content.
Service Management applications
Customer Service Management includes an integration with the Incident, Problem, Change,
and Request Management applications. This integration enables users to create incident,
problem, change, and request records from customer service cases. Customers can also submit
requests from the Customer Service Portal.
Financial Management
Customer Service Management includes an integration with the Financial Management
application. This integration provides cost allocations for Customer Service Management, which
you can view on the Financial Management workbench.
Featured content
"Pin"content that you want to highlight it within the community. Add or edit featured content in
a community to appear in the Featured Content section on the community homepage, forum
homepage, or both.
User mentions
Draw attention to content in a community by mentioning other community users in a post.
By identifying a user in a post, they'll be notified, which will encourage them to engage with
community content.
Email a community user
Send a private email message to a community user directly from the community.
Move forum content
Move community content posts from one forum to another if, for example, the content is placed
in the wrong forum.
Quick start tests for Communities
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Communities still works. If you customized Communities, copy the quick start tests and
configure them for your customizations.
Activation information
Communities is only available for customers who are licensed for Customer Service
Management. To activate Communities, activate the Customer Communities plugin
(com.sn_customer_communities).
To implement knowledge harvesting, activate the Knowledge Management Service Portal plugin
(com.snc.knowledge_serviceportal).
To use the Communities dashboard, activate the Performance Analytics — Content Pack —
plugin (com.snc.pa.communities).
Accessibility information
When you upgrade your mobile application, you may have to migrate customizations from earlier
releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for deprecation.
on-demand employees and not for the full-time employees. When you optimize agent routes,
the system takes into consideration travel time that falls outside of work hours.
Activation information
Financial Management
Field Service Management includes an integration with the Financial Management application.
This integration provides cost allocations for Field Service Management, which you can view on
the Financial Management workbench.
FCA supports multi-ERP integrations in a single instance. In the New York release, integration with
SAP and Oracle ERP systems is available.
FCA provides a generic way to define header and line templates. With this, FCA supports
different journal entry templates for different ERPs or it can support a different template for each
function within an ERP.
Activation information
Install the Finance Close Automation application from ServiceNow Store applications. Visit the
ServiceNow Store website to view all the available apps and for information about submitting
requests to the store.>
Additional requirements
The integration of FCA with your ERP system requires an installed and configured MID Server in your
ServiceNow instance. This MID Server integration is required only for an ERP integration that uses
SOAP services.
Planned Task_v2
The plugin (com.snc.planned_task_v2) enables task management and opening of the Planning
Console in FCA.
Fiscal Calendar
FCA requires the Fiscal Calendar application to create fiscal calendars with defined fiscal
periods such as one month long, four weeks long, Q1 2019, or July 2019.
GRC: Policy and Compliance Management
The store application provides a centralized process for creating and managing policies,
standards, and internal control procedures that are cross-mapped to external regulations and
practices. FCA integrates with GRC to reduce finance close risks.
Activation information
Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.
Activation information
Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.
The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform
instance.
One of the GRC applications is required on your Now Platform instance so that you can view
and edit GRC incidents on your mobile device.
Activation information
Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.
The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform®
instance.
Activation information
Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.
Activation information
Before you run any of the ServiceNow® Governance, Risk, and Compliance (GRC) applications in
your instance, you must download them from the ServiceNow® Store.
• (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR
criteria, a new audience record will be created for that HR criteria and associated with the
activity to define whether the activity should trigger for a lifecycle event case.
• If you are upgrading from the Istanbul release, there is a new field in HR document templates.
The Document type field helps to determine what document displays for a specific HR case.
For example, you can ensure that your Employee Verification letter appears on the Request
an Employment Verification Letter HR case. Because Istanbul did not have this field, you
must create a new document type or select an existing document type for your document
templates. See Using document types with HR document templates.
• When upgrading from any release prior to Kingston, and you have customizations that
reference script includes:
• You may experience issues with Restricted Caller Access (RCA) errors in certain HR
functionality.
• Refer to HR Service Delivery upgrade information.
Work an HR case
Add an HR task to an HR case
New features for HR case and task are:
• You can now use Rich Text Format (RTF) in the Description field for an HR case or task.
Using RTF for an HR case or task description provides a better user experience so you can
emphasize specific text. It also retains the formatting on the Employee Service Center.
• You can allow your employees to respond to HR cases or tasks from a personal email
account. When the sn_hr_core.restrict_guest_email system property is False (default), the
text from an email appears in the Work notes field.
Note: These new topics replace the Update Profile topic. The Update Profile topic is
no longer available.
• After activation of NLU, you must republish your existing chatbot conversations.
Note: This feature is only available with the HR Professional and HR Enterprise
packages.
Map related catalog items and articles to a catalog item so that employees can more easily
find relevant information and submit relevant requests. For knowledge articles, you can
manually map the related articles or allow a machine learning algorithm to predict and display
the related articles. For catalog items, you can manually map the related catalog items.
Configure when new hires display on the org chart page and my team widget
Configure when new hires display on the org chart page and my team widget. You can use
user display configuration records to control when users appear, such as on a new hire's start
date or several days prior.
Components installed with Employee Service Center
The Employee Service Center [com.sn_hr_service_portal] plugin activates the
sn_hr_sp.min_admin_count system property [sys_properties.list]. This property prevents you
from deleting your only Employee Service Center admin user by requiring a minimum number
(default is two) of active users with this role.
Components installed with Content Automation
The Content Automation [com.sn_content_automation] plugin activates the
sn_ca.min_admin_count system property [sys_properties.list]. This property prevents you from
deleting your only Content Automation admin user by requiring a minimum number (default is
two) of active users with this role.
Components installed with Content Delivery
The Content Delivery [com.sn_content_delivery] plugin activates the sn_cd.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting your only Content
Delivery admin user by requiring a minimum number (default is two) of active users with this
role.
Components installed with Content Analytics
The Content Analytics [com.sn_content_analytics] plugin activates the
sn_cda.min_admin_count system property [sys_properties.list]. This property prevents you from
deleting your only Content Analytics admin user by requiring a minimum number (default is
two) of active users with this role.
Mobile Onboarding
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant
content using the new Mobile Onboarding app.
Components installed with Mobile Onboarding
The Human Resources Scoped App: Mobile Employee Onboarding [com.sn_hr_onboarding]
plugin activates the sn_hr_onboarding.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only Mobile Onboarding admin user by requiring
a minimum number (default is two) of active users with this role.
Employee Journeys
Employee Journeys provide a quick way to start implementing a use case that uses parts of HR
Case and Knowledge, Employee Service Center, and more.
Parental Leave of Absence is an Employee Journey that provides a reference implementation
for leaves of absence needed when an employee has a child. For example, maternity,
paternity, or adoption leave.
Note: The HR case Checklist remains on the HR service and appears in a separate tab.
Automate onboarding and other employee lifecycle events that span multiple departments,
improving employee satisfaction and efficiency across HR and other departments.
New order guides using asset management workflows for New Hire Onboarding lifecycle event
The preconfigured lifecycle event for New Hire Onboarding now utilizes new order guides with
catalog items that use asset management workflows. The following activities were updated or
added.
• Select Equipment and Accessories is an updated activity that points to an order guide using
the Procurement Process Flow - Hardware asset management flow.
• Software Setup is a new activity that points to an order guide using the Procurement Process
Flow - Software asset management flow.
• The Advanced trigger type in Campaign Bundles is no longer available. It is still available on
instances upgraded from a previous release but not available for new instances.
• The Update Profile predefined VA topic (chatbot conversation) is no longer available. The six
new VA topics replace this topic.
Activation information
HR Service Delivery is available as a separate subscription. Depending on the package you have,
you can activate one or more of the following plugins:
• Case and Knowledge Management plugin (com.sn_hr_core)
• Employee Service Center plugin (com.sn_hr_service_portal)
• Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)
Errors can occur if you have customizations that reference script includes.
Script includes prior to the upgrade are Caller Access = None. This setting prevents affecting
current functionality when you install the Scoped Application Restricted Caller Access
[com.glide.scope.access.restricted_caller] plugin.
The next upgrade and any subsequent upgrades you take, it’s possible some of your script
includes can have their Caller Access set to Caller Restriction. Some of these potential RCA errors
can affect submitting requests from the ESC or HR service portal.
Actions
If you are on Madrid or greater, you can run the Automated Test Framework (Quick Start Tests).
These tests identify any affected script includes and to ensure that basic functionality is intact.
For flagged issues:
• Add the RCA privilege files to your configuration.
Note: For script includes that are not causing issues, keep Caller Access = Caller
Restriction. This setting prevents outside code from accessing these scripts.
• Or, reset your script includes that are causing errors because of these changes to Caller
Access = None.
Note: This setting customizes the script include and makes it more difficult to receive
future base system fixes and features that affect the script.
• DTUtil • emailUtil
• GeneralHRForm • hr_ActivitySet
• hr_ActivitySetTrigger • hr_ActivityUtils
• hr_AssignmentAPI • hr_AssignmentUtil
• HRBenefitTables • hr_BulkCaseUpload
• hr_Case • hr_CaseHierarchyUtils
• hr_CaseUtils • HRCoe
• hr_CoreUtils • hr_Criteria
• hr_le_coe_config • hr_LEType
• hr_license • hr_Login_Authenticator
• hr_MySubjectStats • hr_PdfUtils
• hr_PortalContent • hr_PortalUtil
• hr_Profile • hr_ServicesUtil
• hr_SysUser • hr_Task
• hr_TaskTicket • hr_TemplateOwnership
• hr_TemplateUtils
Personalized columns
Personalize any list on the Agile Board. Configure and view only the columns important to you
Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. Now, you can edit the sprint details directly from the Agile Board.
Prior to the New York release, the capacity that you set for the assignment group on the Group
form was used across all the sprints for the assignment group. Once set, you could not update
the capacity.
Now, you can also update the capacity for the assignment group in the Group capacity field on
the Sprint form. Until the sprint starts, you can update the capacity by accounting for changes in
team composition, holidays, or vacations.
Story board
The Board view on the Sprint Tracking tab has been renamed as Story Board.
Stories menu option
The All Stories menu option in the Agile Development application navigator has been renamed
as Stories.
Activation information
Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you have the admin role.
The Agile Development 1.0 plugin (com.snc.sdlc.scrum.pp) is no longer visible or available
for you to activate. If you're already using Agile Development 1.0, you can upgrade to Agile
Development 2.0 for its enhanced agile capabilities.
APM helps determine the technology (software and hardware) components of business
applications, captures information assets of organizations, and shows the business application use
of those information assets.
Information Portfolio
Capture the information from the assets of your organization as information objects. You can
connect the information object to your business applications to have a portfolio of application
information ready and accessible to use at any time.
• Run audits on your information objects to capture the number of information objects that are
not related to any business application. You can then relate them to your applications to get
a complete information portfolio.
• Integrate with Governance, Risk, and Compliance (GRC) to become aware of the risks that
your applications are exposed to. You can also track the progress of the audit engagements
on your business applications.
• Use the APM Home portal to see statistics such as the total number of database instances
connected to database catalogs, the number of database catalogs related to information
objects, and the number of data domains that are interlinked to your business applications.
Host your business applications on a platform and track the platform like any other business
application of your organization as the Platform Host architecture type.
Track the applications that are hosted on the platform as the Platform Application architecture
type.
You can monitor the performance of the platform through which all your applications operate
instead of having to track the individual applications.
• Use the By Software Model view to see the list of business applications that run on a particular
software model and the application services that the business applications support.
• Retain your filter preferences that you've set to filter your business applications. Your filter
settings and preferences are retained anytime you log in again, provided you log in with the
same credentials.
• Display the life-cycle information of your external publisher data sources of software models in
separate timelines instead of a single source that has the least sequence number.
• Customize the Hierarchy ID field to use your own preferred hierarchy ID by setting the system
property flag to true.
• View the services that are related to a selected business capability. Sort, search, and
paginate the services that are linked to the business capability in both the Business Capability
and Technology Risk views.
• Navigate directly to the Business Capability form from the Technology Risk view of the
Capability-based planning screen to edit the capability record details.
Assess your business applications and business capabilities using assessment-based indicators in
an effective custom UI.
Exclusive application roadmap view for app owners
View the demands and projects tied to the applications that you own.
Readjust weightage
Adjust the weight among the indicators that are applicable to a business application to achieve
a useful and accurate scoring profile.
Calculate the score of the parent capability in CBP
Determine the score of the parent capability by its child capabilities that have been assessed. A
capability with a score of n/a signifies that none of its child capabilities has been assessed.
Option to run scheduled jobs and send notifications only when required
Schedule APM batch jobs and send email notifications for audits and data certification tasks
only when required to optimize engine runtime.
Changes in UI labels
• Business Services has been changed to Services in the Capability Planning view.
• Business Architecture, Application Architecture, and Technology Architecture have been
renamed as Business Portfolio, Application Portfolio, and Technology Portfolio, respectively.
• The Manage Relationships button in the Capability Planning view has been renamed as
Manage Capability Hierarchy.
Activation information
Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.
GRC
APM integrates with GRC to identify and assess risks on the business applications. APM depends
on the GRC Profile Dependencies and Vendor Risk Management Dependencies plugins for this
integration.
Survey Administration
APM integrates with Survey Administration to assess business applications. Within Application
Portfolio Management, you can send surveys and assessment questionnaires to application
users and get their feedback about the application that they are using. The dependency for
the integration is that the business application should have an indicator that is sourced from
Assessments.
Financial Management
APM integrates with Financial Management to access the Application TCO dashboard. You can
manage all cost-related information of the business application in the dashboard. When you
activate the APM plugin, the Financial Management for APM and Performance Analytics —
Content Pack — Application Portfolio Management plugins are installed.
The following functionalities are no longer available unless you have an ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.
Activation information
Financial Management plugins such as Default Financial Management Cost Models, Financial
Charging, Financial Management Core, and plugins related to Performance Analytics Solutions
for Financial Management are no longer available to be activated directly. If you want to
activate the Financial Modeling application, request the Financial Management for SPM plugin
(for licensed ITSM Professional users) or Financial Management for APM plugin (for licensed APM
users). Some of the Financial Management features are limited if you activate it through these
plugins.
Continuous funding
Allocate funds to an investment at any time as needed, unlike annual budgeting.
Integration with Project Portfolio Management (PPM)
Create investments for portfolios, programs, projects, and demands and fund them. This
integration with PPM enables you to keep the work activities and the funding of these
investments separate.
Domain separation
Domain separation provides complete data isolation for domain-specific users. Investment
Funding is domain separation compliant at the Data only level, meaning it supports the data
security model of separating visibility of data from one domain to another. Since Investment
Funding process is supported within a domain, request or allocate funds to the parent or child
investments applies within the same domain.
Activation information
The Investment Funding plugin (com.snc.investment_planning) is new in the New York release. If
you have the admin role, you can activate the Investment Funding plugin.
To integrate Investment Funding with PPM, you can activate the Investment Funding for PPM
plugin (com.snc.investment_planning_pmo).
• Ideas:
Convert an idea directly to a story, epic, or project instead of just creating a demand. Upon
upgrade, the Create Task button enables you to directly create a task from the idea or you
can just click Accept. After the upgrade, migrate from the legacy Ideas feature to the new
Idea portal. For more information, see Migrate from legacy Ideas to the new Idea Portal .
• Project Management:
If you are upgrading to New York, your existing projects are migrated as follows:
• Your existing Hybrid, Agile, or custom projects remain unchanged.
• If there are only stories associated with the project, then existing projects with the Null or
Waterfall execution type are migrated to the Agile execution type.
• If there are only tasks associated with the project, then existing projects with the Null
execution type are migrated to the Waterfall execution type.
• If there are tasks and stories associated with the project, then existing projects with the Null
or Waterfall execution type are migrated to the Hybrid execution type.
After the migration of existing projects upon upgrade, the related lists and links on the
Project form and widgets in the Analytics tab of the Planning Console also change based
on the updated project execution type.
Innovation Management
Activate the Ideas module to gather and evaluate ideas efficiently, and quickly identify ideas
for implementation. The Innovation Management plugin installs the Ideas module. Manage
ideas from idea submission to execution and collaborate with the idea submitter and other
stakeholders. You can convert selected ideas into work entities such as a Demand, Epic, Story,
and Feature for tracking and management purposes.
Use the Ideas module to do the following:
• Submit an idea.
• Search, view, and filter ideas based on state, votes, submission, and categories.
• Collaborate on an idea using comments and votes.
• Manage ideas and workflow by creating and assigning various states.
• Mark an idea as duplicate.
• Create a Demand, Project, Story, and Epic from an idea.
Resource Management
• Recalculate costs of a resource plan when hourly rates change in the associated rate model
to keep the costs up to date.
• Recalculate costs of a single resource plan of a project or demand
• Recalculate the costs of all resource plans of a project or demand.
• Override the hourly rate returned by the rate model or the labor rate card for a resource plan
using the Rate override and Resource rate fields in the Resource Plan form.
• Assign users to the Business Stakeholder role to provide read-only access to resource records
and to view resource information and reports.
Demand Management
• Create a demand task and assign a resource or group to delegate cost, effort, risk, and
benefit planning activities for a demand.
• View the actual cost and effort for the demand tasks once resources log time cards for the
assigned activities.
• Demand form enhancements
• Pre-assign a user in a demand to be the project manager when the demand is converted
to a project in future.
• View the actual cost and time spent by resources working on a demand or demand task
using the Demand Actual Cost and Demand Actual Effort fields.
• Converting a demand to a project automatically creates a financial baseline for both the
demand and the converted project. As a demand manager, use the baseline data to track
the cost plan, benefit plan, and funding data of the demand at the time of conversion. As
a project manager, use this baseline to compare and review the variance as the project
progress.
• Configure new widgets to show the demand financial data in the Financials Summary section
on the Demand Financials page.
Project Management
• Restrict the level of access of your users with a read-only role that enables them only to
view data in certain tables, dashboards, and reports. Additionally, users with the Business
stakeholder role can also approve demands and time cards.
• Configure new widgets to show the project financial data in the Financials Summary section
on the Financials tab in the Project Workspace.
• Show or hide columns and widgets in an investment board that is shared with you.
• Use the Export to Excel option to generate an Excel report of the investment board that is
shared with you.
• Sort data in the Timeline tab based on the planned start and end dates.
Resource Management
Pin the Planned Cost, Actual Cost, and Allocated/Confirmed Cost columns in the resource grid
on the Resource Allocation Workbench to view the cost effect in real time as you update the
planned, confirmed, and allocated hours of your resources.
Demand Management
• The Category and Type fields on the Demand form become read-only after any work entity is
created from the demand. If the work entity is deleted, these fields become editable.
• Demand Budget was renamed Create Demand Budget in the related link of the Demand
form.
Project Management
• View related links and lists on the Project form based on the value set for the Execution type
field.
• Add or remove stories from either your Agile or Hybrid projects using the Manage Stories
option under the options icon in the Project Workbench.
• The Planning Console's project context menu shows the Create Agile Phase and View Stories
options only for Agile and Hybrid projects. The options are no longer available for Waterfall
projects.
• For an Agile project, the planned effort, actual effort, and planned cost from the associated
stories roll up to the project.
• View and track the progress of a project from various aspects using the widgets and reports
on the Analytics tab of the Project Workspace.
• The following fields were added to the project status report:
• Project Name
• Phase
• Actual End Date
Note:
For upgrade customers, the Phase field in the project status report for existing reports
remains empty. For new reports, the Phase field displays the current phase of the
project such as Initiating, Planning, and Executing.
• View the planned start date and planned end date for a project in the Planning console by
default.
• Configure the hint text for a column label for the Planning Console, Portfolio and Program
workbench (Timeline view), and Gantt Chart related link of the Release module.
• Avoid unexpected behavior upon installation of other plugins such as Project Portfolio Suite
with Financials (com.snc.financial_planning_pmo) with restructured planned task V2.
• You can no longer delete a project in the Work in Progress state.
• Upon changing the state of a project task from Work in Progress to Closed Skipped or Closed
Incomplete, the Percent complete field retains the current value and becomes read-only.
• The selected field preferences on the Financials tab of the Project Workspace are saved and
are available when you reopen it.
• You can specify negative planned costs on the project cost plans to capture the refunds on
the projects so that the Net Present Value, Internal Rate of Return, Estimate At Completion,
and Estimate To Complete values are up to date.
Project Management: The Original Start Date and Original End Date fields are not displayed by
default on the Project form.
Activation information
• Track the progress of your scrum tasks in horizontal lanes in the Task board view.
• Create, track, and complete the scrum tasks of your SAFe stories from the List view.
SAFe tests
Verify and pass the acceptance criteria of your SAFe stories by creating and running tests in the
SAFe Board. Perform the following testing activities from the SAFe Board by activating the Test
Management 2.0 plugin (com.snc.test_management.2.0).
• Create tests for stories within sprints.
• Find the tests to run for the sprint.
• Run tests and view test results.
Epic rollup
View rollups and completion percentages as you define and complete work on the larger work
items, epic, and feature.
Personalized columns
Personalize any list on the SAFe Board. Configure and view only the columns that are important
Story board
Prior to the New York release, the Sprint Tracking tab on the SAFe Board displayed the progress of
stories on a Visual Task Board. The Story Board view has been added to the Sprint Tracking tab.
The Story Board view displays the progress of stories on a Visual Task Board.
Planning tab
The Big Room Planning tab on the SAFe Board has been renamed as the Planning tab.
Sprint details update
Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. You can now edit the sprint details directly from the SAFe Board.
Activation information
ServiceNow provides plugins that support two different configurations of SAFe: Essential SAFe and
Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin (com.snc.sdlc.safe) if you
have the admin role. This plugin provides the features of Essential SAFe only.
• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin
(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin provides the features of
both Essential SAFe and Portfolio SAFe.
SAFe—Unified Backlog
Scaled Agile Framework integrates with SAFe — Unified Backlog to use the unified backlog
functionality. With this integration, you can maintain a unified backlog containing records of
different task types, such as defects, problems, incident tasks, and stories. You can prioritize and
sequence different task type records in one backlog.
Activation information
Activate the Test Management 2.0 plugin (com.snc.test_management.2.0) if you've the admin
role.
When you upgrade to the New York release, enable the State field of the Time Card [time_card]
table for auditing time card activities. You can view these activities in the Activities section of the
Time Card and Time Sheet forms. For more information, see Include a table field in auditing.
• Submit, approve, reject, or recall a time card directly from the Time Sheet Portal without
having to open the form view.
• Open the time sheet in the form view from the Time Sheet Portal using the time sheet form
view icon ( ).
• Log your time against a specific resource plan in a task with multiple resource plans.
• View notifications for the submitted and recalled time cards in the notification area.
Add more columns in the logged time card list on the Time Sheet Portal
Add columns in the logged time card list on the Time Sheet Portal to show additional information
that you might require to log your time cards.
Generate time card reports by day
Generate a time card report by days for any period, irrespective of the time sheet week that the
time cards belong to. For example, say August starts on a Wednesday and ends on a Friday. You
might want a time card report from August 1 (Wednesday) to August 31 (Friday) and not need
any time outside of that date range. Use the Time Card Daily [time_card_daily] table data to
generate time card reports by days.
Activation information
You can activate the Time Card Management plugin (com.snc.time_card) if you have the admin
role.
The Time Card Management plugin is activated when you activate the Project Portfolio Suite with
Financials plugin (com.snc.financial_planning_pmo).
Event Management
Event Management helps you to identify health issues across the organization's IT infrastructure
on a single management console. It provides alert aggregation and root cause analysis (RCA)
for discovered services, application services, and automated alert groups. For information on
new and changed features, refer to the Event Management release notes.
Operational Intelligence
Operational Intelligence provides the ability to capture, and then explore and analyze
operational metrics data, identifying and indicating anomalies. Operational Intelligence
generates anomaly alerts that can be promoted to IT alerts and appear on the Alert Console
and service health dashboard. You can leverage this analysis to prevent potential service
outages. For information on new and changed features, refer to the Operational Intelligence
release notes.
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
Activation information
The subscription plugin is automatically activated when you activate the Event Management and
Operational Intelligence plugins.
Use ITOM Health together with other IT Operations Management applications to enhance visibility
into infrastructure and services, prevent service outages, and maximize operational agility.
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
After you upgrade all the Operational Intelligence ServiceNow® MID Servers in the MID Server
distributed cluster to New York, restart the MID Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a time.
Some data might be lost between the time that the MID Servers upgrade starts and until the
completion of the MID Servers restart after upgrade. If you are using connectors, then you can
minimize this data loss by disabling the metric connectors before starting the upgrade. After the
upgrade completes:
1. Set the max_fetch_interval_min parameter to the time length that the connectors were down.
2. Enable the connectors to pull the missing data.
Anomaly detection
• The action level of anomaly detection can be configured to manage overall data load
as needed. Use the anomaly_detection_action_level configuration setting to increase or
decrease the anomaly detection processing that is applied to specific configuration items
(CIs) and metrics at different stages of implementation.
• The time series modeling and anomaly score calculations accuracy is improved. These
improvements provide more robust anomaly detection and fewer false positives through
dynamic threshold analysis of control factor.
Insights Explorer
• Open the application service map for an application service that appears in Insights Explorer.
• Operational Intelligence MID Servers support higher metric ingestion rate. This ability reduces
the Insights Explorer refresh interval to a minute and therefore, the metric data that you view
in Insights Explorer is more up to date.
Activation information
The Operational Intelligence plugin (com.snc.sa.metric) requires a separate subscription and must
be activated by ServiceNow personnel. This plugin includes demo data and activates related
plugins if they are not already active. The Operational Intelligence plugin (com.snc.sa.metric)
depends on the Event Management (com.glideapp.itom.snac) plugin being activated.
Event Management
Operational Intelligence depends on Event Management when binding metrics to CIs and
to include anomaly alerts that were promoted to IT alerts in the alert console. Operational
Intelligence and Event Management share some connectors that pull metric data and events
from the same data sources.
Agent Workspace
Optionally, use Agent Workspace for Operational Intelligence as an easy-to-navigate central
interface that lets you view the health of a CI associated with an alert. Health details for a CI
include various metric charts with control bounds, and aggregations for single score charts.
Discovery
Use Discovery to find applications and devices on your network, and then update the CMDB
with the information it finds. For more information on new and changed features, see Discovery
release notes.
Service Mapping
Use the Service Mapping application to discover all application services in your organization
and builds a comprehensive map of all devices, applications, and configuration profiles used in
these business services.
Service Mapping maps dependencies, based on a connection between devices and
applications. This method is referred to as top-down mapping. The top-down mapping helps
you immediately see the impact of a problematic object on the rest of the application service
operation. For more information on new and changed features, see Service Mapping release
notes.
on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated
when you activate the Discovery (com.snc.discovery) plugin.
Activation information
ITOM Visibility is available under subscription and requires ServiceNow personnel to activate the
Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the Discovery plugin.
Use ITOM Visibility together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.
During upgrade to the New York release, the April 2019 (1.0.39) release of Discovery and Service
Mapping Patterns is automatically installed for Discovery customers.
Important: It may make the upgrade time longer depending on your CMDB size. To
decrease the upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York release.
The process of upgrading from Madrid to New York deactivates all Discovery schedules for
cloud resources (VM). Schedules deactivated during the upgrade appear in the list view of the
Discovery Schedule [discovery_schedule] table with a Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately or on the day and time
configured. After upgrade, open your cloud schedules in the Discovery Manager and re-activate
them.
File-based Discovery
File-based Discovery helps you identify what software is running on your Windows and UNIX
servers and devices even if no registration information is available. You can manage records of
your software licenses, check for unlicensed files, and detect forbidden, damaged, or unwanted
files which is helpful for compliance and software audits. In the Madrid release, File-based
Discovery was limited access only. In the New York release, File-based Discovery is available to all
users who have Discovery.
All Discovery users get the File-based Discovery plugin [com.snc.discovery.file_based_discovery]
when they upgrade to the New York release however, it will not be activated. To avoid
impacting performance, File-based Discovery is disabled by default for all users.
Distributed resource scheduler (DRS) Affinity Rules restrict the movements of virtual machines to
certain physical servers. You can now see the DRS cluster settings for your virtual machines via
Discovery. This visibility helps the SAM compliance engine use the discovered DRS cluster rules for
use cases for Publisher packs such as Oracle.
Discovery Manager wizard helps to quickly create cloud Discovery schedules. Select the
accounts and subaccounts to discover, the credentials for accessing these accounts, and the
MID Servers to scan the resources. You can add accounts and credentials with the wizard or go
directly to Guided Setup to create an additional MID Server.
Discovery Home page
Discovery home page provides a new tile to view the results of a cloud Discovery. Click the
Cloud Resources tile to display a chart of the different resources discovered.
GETBULK settings
GETBULK request allows you to retrieve a large amount of data in batches, reducing the number
of requests and reducing latency. In previous versions, the SNMP probe parameter [use_getbulk]
allowed you to configure GETBULK at the probe parameter only. Now, you can set for individual
MID Servers or globally for all MID Servers using [mid.snmp.use_getbulk].
• SNMP probe parameters [use_getbulk]
• MID Server configuration parameter [mid.snmp.use_getbulk]
• MID Server properties [mid.snmp.use_getbulk]
If you previously had this probe parameter set to Off, the global settings remain Off to avoid
unnecessary issues. You can set the parameter to True to turn GETBULK on. If you previously had
this probe parameter turned On, the global settings remain On.
IP address reconciliation
IP address reconciliation code has been updated to prevent duplicate IP addresses from being
inserted in the IP address [cmdb_ci_ip_address]tables. Previously, some configuration items (CIs)
with the same serial number under the same schedule could be discovered.
Probe to pattern migration
Probe to pattern migration is only supported for the New York release and later. See the
Switching from Probe-based Discovery to Pattern-based Discovery [KB0694477] article in the HI
Knowledge Base for more information.
Shazzam probe for SNMP devices
Shazzam probe now targets sysObjectID (OID) rather than sysDescr, because the latter can be
empty. If there's no response, the Shazzam sensor doesn't trigger the SNMP - Classify probe.
Shazzam payload controls
Shazzam probe payload is no longer controlled by probe parameters. This
payload is now controlled by the MID Server properties: shazzam.chunk_size,
mid.shazzam.regulator.packets_per_interval, and mid.shazzam.regulator.interval_ms. The
properties can be added to MID Servers and adjusted to change the probe payload settings.
It's not necessary to add these properties because the Shazzam probe falls back on the default
value of each property.
Windows Discovery optimization
A script is now run to offload work to the remote Windows systems to enhance efficiency of the
Windows Discovery probe. It's a requirement that these remote Windows systems run PowerShell
2.0 or higher (up to 5.0) to allow the script to run properly.
The Windows-installed software probe has been updated to enhance performance. This probe
now uses the $admin share folder as the default. When the MID Server queries the target, the
output is now written as JSON instead of XML. For more information on Windows Discovery, see
the knowledge base article KB0752537.
There is a new probe parameter output_format that controls the output format of the probe
and should not be changed. The probe post-processing script was updated to handle the new
format. You must have a minimum of 10 MB of free space for this to work.
Activation information
Discovery is available as a separate subscription from the rest of the Now Platform® and requires
the Discovery (com.snc.discovery) plugin.
Accessibility information
The following accessibility improvements were made in the Discovery-related sections of the
Information Technology Operations Management (ITOM) Guided Setup:
• Improved screen reader accessibility (including alternative text to images and labels to text
fields)
• Improved color contrast of hyperlinks (in Discovery Quick Start)
Service Mapping
ServiceNow® ITOM Visibility application includes both Discovery and ServiceNow® Service
Mapping in one package. Discovery must be activated and set up to allow Service Mapping to
discover devices and applications. Together, Discovery and Service Mapping give you a unified,
connected view of your entire IT network and the services that it supports.
During upgrade to the New York release, the April 2019 (1.0.39) release of Discovery and Service
Mapping Patterns is automatically installed for Discovery customers.
Important: It may make the upgrade time longer depending on your CMDB size. To
decrease the upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York release.
Activation information
Service Mapping is available under the ITOM Visibility subscription and requires activation by
ServiceNow personnel.
The following plugins are activated automatically when the Service Mapping plugin
(com.snc.service-mapping) is activated:
• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping (com.snc.service-
mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-watch)
Accessibility information
Service Mapping supports Web Content Accessibility Guidelines (WCAG) 2.0 level AA for all
tasks performed on service maps in the View and Edit modes. User interface elements have
enhancements that make them accessible to screen readers.
Discovery
Service Mapping relies on ServiceNow® Discovery for discovering devices that act as hosts for
applications. Together, Discovery and Service Mapping give you a unified, connected view of
your entire IT network and the services it supports. Service Mapping and Discovery make up
ITOM Visibility.
Event Management
Event Management uses IT-related information gathered by Discovery and Service Mapping to
map alerts to configuration items (CIs). Event Management then provides service maps showing
alerts on CIs.
MID Server
Service Mapping uses the ServiceNow® MID Server product to communicate with CIs in your
organization.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.
Cloud Management
With Cloud Management, you can use a single interface to access cloud resources, publish
cloud offerings to a catalog, and manage the usage of those resources. You can also manage
the life cycles of those resources. Cloud Management is integrated with both private and public
cloud providers, including Amazon AWS Cloud, Microsoft Azure Cloud, and VMware offerings.
For more information on new and changed features, see the Cloud Management release notes.
Activation information
ITOM Optimization uses the features of Cloud Management. Cloud Management requires a
specific plugin.
For more information about the required Cloud Management plugin, see Cloud Management.
ITOM Optimization
Use ITOM Optimization together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
• Upgrade from any version of Cloud Management version 2 (starting in the Kingston release) is
supported.
• Catalog items created from cloud-native templates in releases prior to the Madrid release
are treated as blueprint-based catalog items. As a result, you cannot modify the underlying
template. There is no workaround.
• Because the Cloud Management application uses an improved discovery process, you no
longer perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you
schedule discovery for each service account. See Schedule discovery of all resources in a
service account.
Activation information
The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate subscription. You must
request activation from ServiceNow personnel.
• In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the
following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver.
These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were upgraded are closed.
For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for
fulfillment and Prepare for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.
Activation information
Active by default.
Benchmarks dashboard
As a managed service provider (MSP), you can view the global MSP aggregate score in the
Benchmarks KPI dashboard. With the appropriate access roles, you can view six months of
historical KPI data.
Gather six months of historical KPI data
Run a scheduled job to generate six months of historical KPI data.
Activation information
You must opt in to Benchmarks to participate in Benchmarks data collection. However, you can
opt out at any time.
Note: This plugin introduces an enhanced security model to ensure that the new roles
function as expected. This plugin includes new security ACLs for tables, fields, and UI
actions, and may impact any customizations made to security model on the base
system.
Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
For more information, see Request ITSM Roles- Change Management plugin.
Note: To make this change, ensure that you have the admin, personalize, or
personalize_form role.
These changes are only available for new users. There are no changes to these field labels for
upgrading users. If you want to experience the change, modify both field labels to align to this
new standard.
Change Management API
The Change Management API suite is enhanced to improve the user experience of DevOps
teams that integrate with Change Management. The new REST API endpoints enable DevOps
team members to add and retrieve affected CIs, impacted services, and service offerings for
a change request. Based on the affected CIs, the REST API also triggers the Refresh Impacted
Services process that populates the impacted services.
The Routine form view of the Change form context menu is removed. The files related to this view
are deleted from the sys_ui_view.list.
Activation information
Note:
• This plugin is activated for new users. Existing users must request and activate the
plugin to use it.
• This plugin introduces an enhanced security model to ensure that new roles function
as expected. This plugin includes new security ACLs for tables, fields, and UI actions.
The security ACL may impact any customizations made to the security model base
system.
Activation information
The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated
by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are
not already active. The Coaching application is available with the ITSM Professional subscription
only. Please contact your account manager for more information.
Changes in UI labels
• The label for Implement state has been changed to In Progress state.
• The field name Why this improvement is important has been changed to Business justification.
Activation information
Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
Note: In previous releases, this value indicated only the time from creation of an incident
to when the incident was first proposed as a major incident.
Activation information
• Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident
Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure the incident form layout
to view special handling notes.
• Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)
for integration of Incident Management with Advanced Knowledge Management features
that enable you to create known error articles easily from an incident.
Plugins
Introduced two plugins, ITSM Workspace Landing Pages
(com.snc.agent_workspace.itsm.landing_page) and ITSM Workspace Landing Pages — Premium
(com.snc.agent_workspace.itsm.landing_page_premium), to provide two versions of landing
pages to deliver the standard and the premium landing page for ITSM Agent Workspace.
Landing pages
Introduced two landing pages where you can view reports and indicators:
• Incident Overview: The basic landing page includes single-score reports and the list report.
These reports provide information on open P1 incidents, incidents on which an SLA is already
breached or about to be breached, incidents that are not assigned to anyone, and the
records that are assigned to a user to work on.
• Incident Overview — Premium: The premium landing page includes the reports in the basic
version as well as additional single-score reports. The landing page includes assigned tasks
for you and unassigned incidents in the system. It also displays a graphic representation of
organizational performance metrics such as Mean Time To Resolution, First Call Resolution,
and Customer Satisfaction.
Activation information
Benefit from Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic
conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize
word contexts to better infer user or system actions.
Enable NLU on the ITSM Virtual Agent application and republish your conversations to optimize
user experience with the NLU feature.
Decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker
time-to-value in the short term. Or you can choose all NLU, which results in a better employee
experience in the long term.
Note: the Walk-up Check-in topic is available when the Walk-up Experience plugin
(com.snc.walkup) is activated.
• Guest WiFi Access
• Local Admin Access
• Repository Access
• Email Setup
• Email Issues
• VPN Connectivity
• Meeting Room Issues
• Troubleshoot Slow Computer
• Printer Issues
• Manage Distribution List
• RSA Token
• Greetings
• Anything Else Topic
• Live Agent Support
• Closing Conversation
• Personalized Greeting Topic
• Error Handling Topic
• Provide Virtual Agent Feedback
• Fallback Topic
• Virtual Agent Capabilities
• Time and Date
Activation information
• Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the HI
Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent Conversations plugin
(com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.
The NotifyConferenceUtil API provides methods to manage Notify conference calls and SMS
messages for various telephony service providers, such as Zoom and WebEx. Previously the Notify
API supported only telephony providers like Twilio.
SMS preference configuration
Recipients can opt out of receiving text messages from US short code and long code to comply
with the industry standards.
You can unsubscribe from receiving SMS messages from a short code or a long code by sending
the opt-out keyword configured in the SMS Preference Configuration, for example, STOP, END,
CANCEL, UNSUBSCRIBE, and QUIT. Any of these STOP keyword replies can prevent the user from
receiving new messages from the phone number they're responding to.
Note: You can also configure Notify to opt in to receive SMS messages from a service
provider.
Callback testing
Make an outgoing call or send a test SMS message using Twilio to trigger callbacks in
ServiceNow without having to make a direct request.
Note: This feature is available only for the Twilio Direct driver.
Add multiple service providers for SMS and Voice Services. You can select a service provider or a
phone number when creating a communication plan.
Select a phone number/shortcode or a service provider when adding a communication
channel to a communication plan so that you can select the right number/provider for sending
an SMS message or initiating a conference call.
and add and remove participants. You can also search for a participant, group or phone
number to send an SMS.
Custom label for numbers and shortcodes
Add a user-friendly label for numbers and shortcodes from service providers using the Label field
in the Notify phone number page.
Activation information
The Notify plugin requires a separate subscription. This plugin includes demo data and activates
related plugins if they are not already active.
On-Call Scheduling
Configure On-Call Scheduling to use Notify functionality to send SMS alerts and assign users to
tasks based on the SMS responses.
Major Incident Management
Use Notify with incident communication plans and major incidents to send SMS messages or start
conference calls.
Create a new schedule or edit an existing one by defining shifts and rosters. Edit roster
information, escalation policies, and group settings all from the same page.
Group templates
Create templates for your group that can be used when creating an on-call schedule. A 24/7
template is provided by default. You can also create your own customized templates.
Create draft shifts
Create an on-call shift in draft/inactive mode and publish the shift when the schedule is ready to
be published, or unpublish it to return it to draft mode.
Time-zone selector
Use the time-zone selector on the on-call calendar to change the date and times in the
selected time zone.
On-call Contact preferences
Create and manage your contact preferences for on-call escalations. You can indicate your
availability and add communication channels for individual contact attempts.
Note: In the base product, on-call notifications of Email, SMS and Voice are supported
but SMS and Voice notifications are available only when Notify is enabled.
The older on-call creation wizard was replaced by a more robust wizard that you can use to
create, edit, and maintain on-call schedules.
Activation information
Active by default.
Notify
Within On-Call Scheduling, you can use Notify functions to send an SMS to on-call members
when an incident is assigned to them.
If you are an existing customer who wants to use the sn_problem_read or sn_problem_write roles,
you need to perform some steps to view the Problem modules. For more information, refer to
Problem Management upgrade information .
Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
Activation information
Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Problem
Management plugin.
Module Role
Create New sn_problem_write
Assigned to me sn_problem_read
Open sn_problem_read
Open — Unassigned sn_problem_read
All sn_problem_read
Overview sn_problem_read
a.
Note:
Add the new role in addition to the existing roles. Do not replace the existing roles.
c. From the Available list, move the required role to the Selected list.
d. Click Done.
e. On the Module form, click Update.
The Close Problem UI action is not visible for the user with the sn_problem_write role. If this UI
action is required, manually update the condition of the UI action to include the sn_problem_write
role along with the ITIL role.
Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
The Resolved Incidents module is visible to the user with the sn_problem_read or sn_problem_write
role as the resolved incident UI action is not restricted to any role. When the user clicks the UI
action, the state of the incident does not change.
Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
The Communicate workaround related link is visible to a user with the sn_problem_read or
sn_problem_write role. When the user clicks the related link, no action is performed.
Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
Ensure data privacy across domains when you support multiple customers in a single ServiceNow
instance, if you are a service provider. You can restrict that catalog items are requested by users
of a specific domain without using user criteria. Catalog items, record producers, content items,
and order guides are data domain-separated. Variables and variable sets are not domain-
separated.
To share items across domains, you can create those items in the global domain using user
criteria.
Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
• When you clone a request that contains a multi-row variable set, the information that is
specified in the multi-row variable set is available in all cloned requests.
• A multi-row variable set is now visible in the variable summarizer in Service Portal.
Activation information
Active by default.
After you upgrade, you can activate the Service Portfolio Management SLA Commitments plugin
(com.snc.service_portfolio.sla_commitment) to use the Service Commitment flag in the SLA
Definition record. With this flag, you can differentiate between an SLA definition tied to a Service
Offering commitment and an SLA definition that is not tied to a Service Offering commitment.
The Service Offering SLA Definition type that appears while creating an SLA definition is removed.
Only a single service commitment SLA type is available to provide a better experience.
Activation information
Active by default.
View and manage the IT services you own, as well as view all the IT services your business
manages.
Expand the service portfolio list to expose services and service offerings within a hierarchical
structure.
Select a service to access pertinent information, including service trends, related services and
information, improvement initiatives, and associated service offerings.
View and monitor service performance with score reports, customer satisfaction scores, and total
subscribers from the workspace.
Monitor outages, P1 and major incidents, and changes from the workspace.
Drill down into service offerings to view availability, SLA compliance, customer satisfaction,
offering stability, performance scores, and more.
Define and set the components and weighting used to determine service offering performance.
Define new metrics for use in service offerings. Service offering metrics can roll up to the service
level. Each service portfolio can have a unique metrics model that you define.
Remove metrics from a model, per portfolio, and adjust metrics weighting per offering.
View the Migration Dashboard to quickly identify legacy data that is not conforming to the
enhanced Service Portfolio Management application structure.
Determine which existing legacy services and service offerings contain a deprecated structure
or are considered orphaned in the enhanced Service Portfolio Management application.
Modify services and service offerings to structurally comply with the enhanced Service Portfolio
Management application and easily migrate them into the new structure.
Activation information
Browser requirements
Internet Explorer browser versions prior to IE11 are not supported. Use the latest available versions
of the Chrome browser, Firefox browser, or Safari browser to access Service Owner Workspace.
Accessibility information
Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both users and administrators.
Agent Workspace
Service Owner Workspace leverages the basic layout, lists, forms, actions, functionality, and
values of ServiceNow® Agent Workspace product and requires activation for these features.
Financial Management
Access Financial Management functionality through the Financial Management for SPM plugin
(com.snc.financial_management_for_spm). This plugin enables preconfigured cost models.
You can select between your local cost model and the cost model provided by the Financial
Management application.
Continual Improvement Management
Demand Management
Integration enables the display of existing ServiceNow® Demand Management records in
Service Owner Workspace when a service relation is indicated on associated forms.
Project Portfolio Management
Integration enables the display of existing ServiceNow® Project Portfolio Management records in
Service Owner Workspace when a service relation is indicated on associated forms.
If you are an existing Service Portfolio Management user on a release prior to New York, you are
using the legacy application. Upgrading to New York retains your Service Portfolio Management
legacy data, while adding new features and functionality.
If you want to access all available Service Portfolio Management features and functionality,
consult your service manager to migrate to the Service Owner Workspace application.
Create, manage, and edit multiple service portfolios with unique owners, market scopes, and
vendors.
View and update your portfolios, including associated taxonomy objects and services. If you are
a portfolio manager with the portfolio_admin role, you can create, read, update, and delete all
portfolios, taxonomy objects, and services instance wide.
Create and manage multiple taxonomy layers within your service portfolio. A portfolio can have
various taxonomy layers. You can add new taxonomy structures to a portfolio or edit an existing
structure.
Create nodes for your taxonomy layers. Taxonomy nodes are flexible in number. You can edit
existing nodes or add new nodes to a taxonomy layer.
Create, view, modify, and delete services as necessary.
Reparent services by moving them from one taxonomy node to another. All service offerings
move with the associated service.
Access, view, and analyze the Service Portfolio Management sample taxonomy and services
content to plan and create your service portfolio.
Model your portfolios based on how service portfolios and services are constructed within the
sample data.
Provide your organization with an example of a portfolio structure. This structure can accelerate
decision making regarding your approach to portfolio structure for your organization.
Service subscriptions
Gain insight into usage of your service offerings, including the request and fulfillment processes
for catalog items that are linked to your offerings.
Correlate subscribers to service offerings and reveal offering usage data to your organization.
Domain separation
Separate your data, processes, and administrative tasks into logical groupings called domains.
You can then control several aspects of this separation, including which users can see and
access data.
Domain separation in Service Portfolio Management is supported at the Data only level,
meaning it supports the data security model of separating visibility of data from one domain to
another.
All occurrences of the Business Service table and reference field label Business Service
throughout the product are changed to Service. For example, the Business Service form is
changed to Service form.
Note: This change is for new instances only and does not affect existing upgraded
instances.
Services can exist without a parent taxonomy node only until they are in the Pipeline phase with
an Approved status. At this point, the service must be associated with a parent taxonomy node.
Services cannot be in the Catalog or Retired phase without association to a parent taxonomy
node.
All services should have at least one associated offering. A service cannot move to the Catalog
phase without an offering.
Service form fields are changed, while other fields are added. Added or changed fields include:
• Service portfolio
• Taxonomy node
• Delegate
• Phase (changed from Portfolio status)
• Status (changed from Service status)
• Aliases
• Business contact
• Maintenance schedule
• Performance score
• CSAT score
• Short Description
• Version
• Start date
• End date
• Delivery Manager
• Business relation manager
• Service provider
• Prerequisites
• Business need
• Last review date
• Compatibility dependencies
• Monitoring requirements
• Other tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Service Offering Node Weights.
• Improvement Initiatives.
Service offerings are operational only when the parent service is in an operational state.
Service offerings are retired when the parent service is retired.
When a service offering is retired, a notification is sent to users with the catalog_admin role
indicating that associated catalog items are orphaned. A user with the catalog_admin role can
then deactivate the orphaned catalog items.
Service Offering form fields are changed, while other fields are added. Some added fields are
inherited from the parent service. Added or changed fields include:
• Owned by
• Delegate
• Start date
• End date
• Maintenance schedule
• Aliases
• SLA
• Performance score
• Short Description
• Description
• Delivery manager
• Phase (changed from Portfolio status)
• Status (changed from Operational status)
• Total subscribers
• CSAT survey frequency
• CSAT survey last sent
The Edit Performance Weights related link is added to the Service Offering form.
The View Toggle button is added to the Service Offering form.
The Service Availability related list is removed from the Service Offering form.
Several related lists are added to the Service Offering form so that service owners can view all
active tasks and information related to a service offering. Related lists include:
• Service Offerings I Depend On.
• Service Offerings Dependent On Me.
• Outages.
• Incidents.
• Problems.
• Recent Changes: Includes, currently active changes, closed in the past seven days, or
scheduled to start within the next 14 days for this service.
• Other Tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Catalog Items.
• Performance Metrics.
• Improvement Initiatives.
Activation information
Service Portfolio Management Core is active by default for ITSM SKUs and adds the Service
Offering table [service_offering] to Configuration Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you have the admin role:
• The Service Portfolio Management - Foundation plugin (com.snc.service_portfolio) provides
base-system functionality for Service Portfolio Management. It enables your organization
to document portfolios, taxonomies, services, and service offerings using a standardized,
structured format. This plugin includes demo data.
• The SPM Taxonomy Content Pack plugin (com.snc.spm.content) provides a sample Service
Portfolio Management taxonomy for faster implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin (com.snc.service_portfolio.sla)
adds SLA commitment support to Service Portfolio Management. This plugin includes demo
data.
Accessibility information
Manage your vendors in a single workspace interface to effectively gain knowledge of all
vendor-related information.
Monitor and view vendor performance metrics from the workspace view.
Vendor directory
View a high-level collated list of every vendor your organization manages and collaborates with
in both workspace view or platform view. In workspace view, you can choose My Vendors to
see the vendors that you personally manage. View All Vendors to research and gain insight into
vendors you don't manage but want to know about.
Use the vendor directory as a landing page to access key vendor information, such as Vendor
Name, Vendor Score, Vendor manager, Vendor type, vendor's Rank tier, Relationship Start Date,
Total Cost of Contracts, and Unique Subscribers.
Vendor profile
Select a vendor name from the vendor directory in workspace view to monitor and manage all
pertinent vendor-related information. In addition to viewing Rank tier, Vendor type, and Vendor
manager, as seen in the vendor directory, you can also view the following vendor-related details:
• Service offerings
• Contracts
• Improvement initiatives
• SLA definitions
• Vendor performance metrics and trending
• Vendor risk score details
• Vendor website
• Vendor location and address
• Vendor contact name and internal contact names
Define the Vendor Satisfaction Weight and Average Performance Score of Service Offerings
Weight via the Vendor Score Weight form. The average of this metric is displayed in the
workspace at the Vendor Score.
View and monitor the overall health of your vendor via the Vendor Score.
Calculate and view the average Performance score of a vendor's service offerings.
Calculate and view the Vendor Satisfaction Rating determined by stakeholders who collaborate
with your vendors.
Decide what performance score metrics to monitor and manage in workspace view.
Activation information
For more information, see Understanding the Vendor Manager Workspace experience.
During the upgrade to the New York release, the instance is updated to use the new mobile
hierarchy, which includes new features such as application launchers and a configurable
navigation bar. Any unmodified base system mobile applications that are installed on your
instance are automatically updated to work with the new design and can be used with Studio
right away. For more details on the mobile hierarchy, see ServiceNow mobile app configuration.
Modified base system applications and applications that you have created in Studio will continue
to work after the upgrade, but they will not be configurable in Studio until after you run the mobile
migration script. For additional details on the migration script, see Migration from Madrid to New
York mobile.
Applet Launchers
Create an applet launcher that acts as a landing page for your users. Your users see an applet
launcher when they first log in to a mobile app. This launcher provides access to applets in
various formats, as well as search, quick actions, and user information.
MobileDeepLinkGenerator
Embed a link to a list or form applet within the ServiceNow Agent, Now Mobile, and Mobile
Onboarding apps.
Navigation bar
Use the navigation bar in the Application Menu to access applets, applet launchers, settings,
and notifications. This bar is at the bottom of your mobile applications.
Form Applet
Use a form applet to display the details of a record. For example, your users may need to select
a record to see details that they couldn't find on the list header or map applet. The form applet
replaces the detail screen that was previously a part of list and map applets and includes the
same functionality.
Localization on mobile devices
Native mobile apps are localized in 15 additional languages.
• Folders are no longer used to organize applets. You can now use applets in Application
Launcher pages.
Activation information
Depending on your device, go to the iTunes Store or the Google Play store and search for
ServiceNow to download the native mobile applications. For more information, see Mobile
configuration and navigation.
Virtual Agent
Use Virtual Agent to provide message-based user assistance from your mobile app. Virtual Agent
is a conversational bot platform that provides user assistance through conversations within a
messaging interface. With Virtual Agent, you can build bots and design bot conversations that
help your users quickly obtain information, make decisions, and perform common work tasks.
Guided Application Creator
Create an application quickly and easily in Guided Application Creator.
Fulfiller experience in ServiceNow Agent
Approve catalog requests, requested items, or change requests from anywhere using the
ServiceNow Agent application.
Mobile Experience for Security Incident Response
View, edit, and assign your most current and critical SIR security incidents and response tasks
from your mobile device.
Mobile experience for Vulnerability Response
Access the VR application on your instance directly from your mobile device.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile
application. Stay connected and access information in real time to complete tasks quickly.
Mobile experience for Event Management
Manage Event Management alerts and business services from anywhere, using the Event
Management mobile application.
Mobile experience for Field Service Management
Manage your field service tasks from anywhere using the Field Service mobile application. You
can also access task information and complete tasks in locations where your mobile device is
not connected to the internet.
Mobile experience for Governance, Risk, and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as risk and compliance status for your critical assets, vendors, and impacted essential
business services.
Mobile experience for Incident Management
Manage incident tasks anywhere using the Incidents mobile application, which enables you to
stay connected and access information in real time to complete tasks quickly.
Request help
Integrate the application with a service catalog so that your users can submit issues and request
items. By default, the application uses the base system catalog.
Your users can request help from the quick actions menu when the Agent Chat
[com.glide.interaction.awa] plugin is activated. Agent Chat is available in the Now Mobile app
Activation information
The Now Mobile app is active by default in new instances. If upgrading from a previous release,
activate the Mobile Employee Experience Native Application (com.glide.mobile-employee)
plugin. For more information, see Activate the Now Mobile app.
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant content
using the new Mobile Onboarding app.
The mobile onboarding app delivers an end-to-end new hire experience that guides employees
on what they need to do in one place. Hiring managers can see the progress of their new hires,
and new hires have access to key contacts for any questions. The app can be downloaded from
the Apple App Store or the Google Play store.
Activation information
Mobile Onboarding is automatically activated when you activate Enterprise Onboarding and
Transitions. For more information, see Mobile Onboarding.
To learn more about the Mobile Onboarding application and how to configure it, see Mobile
Onboarding.
View the latest status and status reports of your projects on a mobile device. The projects are
grouped by portfolio, criticality, and status.
View important information on a project
View the following information on a project that might need your attention or require you to take
action:
• Risks and decisions.
• Financial data such as budget cost, total planned cost, actual cost, estimated cost at
completion, and planned returns.
Activation information
The Project Status mobile application runs on the ServiceNow® mobile platform. To enable the
Project Status app, activate the PPM Mobile plugin (com.sn_ppm_mobile) if you have the admin
role.
Antivirus Scanning scans all the document types that are supported by the Now Platform® in New
York. Some attachments might be unavailable for downloading if the security scan fails, or if the
attachment is vulnerable.
Activation information
Activation information
If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you should contact
ServiceNow Customer Support for guidance before you upgrade.
Note: Role-based MFA is active for all new instances by default. The admin,
security_admin, and user_admin roles are enabled by default.
Activation information
Added fields and sections in the Search Result Display Configurations form
Added the Card View section that provides detailed information about the search result when
the UI type is either Platform, Workspace, or both. The Detail View section provides detailed
information about the search results when the UI type is Workspace.
Renamed module
The Additional Resource Fields module is renamed as Search Result Display Configurations.
Renamed fields in the Search Result Display Configurations form
• In the Table configurations form, the When to display section does not appear when the UI
type is Workspace. The message Agent Assist Display Condition has been moved to
Declarative Action Assignments appears.
• Recommendation is no longer included in the list of additional resources.
Activation information
Activation information
Activation information
IntegrationHub
Dynamic Translation uses IntegrationHub spokes to connect to translation service providers. For
more information about IntegrationHub, see IntegrationHub.
Activate a language
You can now internationalize an instance to Norwegian or Swedish. Also, you can
internationalize an instance to Korean with a new plugin that replaces the older, deprecated
plugin.
System localization
The documentation for System Localization now has a cleaner, more rationalized structure.
Activation information
Analyze security compliance and trend information for event metrics on the Instance Security
Center event ribbon. Click an event metric to access the Analytics Hub page and view the trend
detail for your instance. You can set up event thresholds that trigger alerts for low compliance
scores, and also define targets that let you better visualize score differences for an event.
Gather security requirements and enable controls using Top Recommendations questionnaire
Use the Top Recommendations questionnaire to determine the security risk tolerance of your
organization. With this questionnaire, you can gather security requirements for your company
and harden the security controls in each selected category. Its use ensures that your instance
complies with the published security hardening standards and your company's security
requirements.
Application administration
You can set a property to require that more than one user must have the application-specific
admin role for a scoped application. Assigning the application-specific admin role to multiple
users reduces the risk of getting locked out of the scoped application.
Activation information
Search suggestions
As users enter search queries into Service Portal and Now Mobile search fields, suggestions
appear based on successful searches.
Search across multiple tables
The new V4 indexing format lets you index and search across multiple tables. Zing uses the BM25
algorithm to calculate the relevancy scores of suggestions for all tables indexed in the V4 format.
The higher the relevancy score, the higher the suggestion is ranked in the list of suggestions
returned.
Activation information
Get feedback from customers when they roll back a clone or cancel a cloning session.
Activation information
Activation information
Activation information
Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(), getInputs(),
getQuestions(), getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
FlowAPI executeFlowQuick(), executeSubflowQuick(),
executeActionQuick(), startFlowQuick(),
startSubflowQuick(), startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(), addDaysUTC(),
addMonthsLocalTime(), addMonthsUTC(),
addSeconds(), addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(), before(), compareTo(),
equals(), getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(), getDayOfWeekUTC(),
getDaysInMonthLocalTime(), getDaysInMonthUTC(),
getDisplayValue(), getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(), getFloatValue(),
getInternalFormattedLocalTime(), getLocalDate(),
getLocalTime(), getMonthLocalTime(),
getMonthUTC(), getNumericValue(), getTime(),
getTZOffset(), getUserFormattedLocalTime(),
getValue(), getWeekOfYearLocalTime(),
getWeekOfYearUTC(), getYearLocalTime(),
getYearUTC(), GlideDateTime(), hasDate(),
isDST(), isValid(), onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(), setDayOfMonthUTC(),
setDisplayValue(), setDisplayValueInternal(),
setGlideDateTime(), setMonthLocalTime(),
setMonthUTC(), setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(), subtract(),
toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
GlideSPSearchAnalytics publish()
hr_ActivitySet createLECaseByService(),
hasActiveCaseByService()
hr_Utils getPrimaryJob(), switchPrimaryJob()
NotifyConferenceUtils addToConferenceByPhoneNumber(),
addToConferenceByUserId(), doConferenceAction(),
getConferenceInputDataTemplate(),
getServiceProvidersCapabilities(),
isActionSuported(), kickByParticipantGR(),
muteByParticipantGR(), unmuteByParticipantGR()
ResponseTemplate render(), query()
Class Methods
SkillDeterminationUtils assignSkillsToWorkItem(),
determineWorkItemSkills()
SMSPreferenceHandler getConfig()
Transformer getRow(), transform(), Transformer()
TransformerDefinition recordPath(), transformerDefinition(), validate()
TransformerRuleList addRule(), fromJSON(), fromXML(), setName(),
thenAdaptCurrency(), thenAdaptDuration(),
thenAdd(), thenApplyMap(), thenApplyPattern(),
thenCeiling(), thenConcat(), thenConcatSymbol(),
thenDivideBy(), thenDivideInto(), thenFloor(),
thenFormat(), thenMax(), thenMin(), thenMultiply(),
thenReplace(), thenRoundDown(), thenRoundUp(),
thenSplit(), thenSubtract()
Class Methods
DSCScriptableAPI - Global chkDataInvalidDomainForTables(),
chkDataInvalidPathForTables()
MLSolutionResult - Global findActiveSolution(), getClusterInfo(),
getClusterAssignments()
MobileDeepLinkGenerator getScreenLink, getFormScreenLink
UserSkillAnalyzer - Global analyzeUserByID(), analyzeUserBySkills()
UserSkillRanking - Global getQualifiedRankedUsers()
Class Methods
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
GlideAgentWorkspace (g_aw) - openRecord()
Client
GlideForm - Client onUserChangeValue()
Guided Tours applyListFilter(), endTour(), events.off(),
events.on(), getAllTours(), startTour()
NotifyOnTaskClient addParticipants(), doConferenceAction(),
endConference(), getNotifyActionTemplate(), start()
openFrameAPI - Client setPresenceIndicator()
spContextManager addContext, getContext, getContextForKey,
updateContextForKey
API Endpoint
Change Management • GET /sn_chg_rest/change/{sys_id}/ci
• GET /sn_chg_rest/change/worker/{sys_id}
• POST /sn_chg_rest/change/{sys_id}/ci
• POST /sn_chg_rest/change/{sys_id}/refresh_impacted_services
Activation information
Copy and customize ServiceNow platform-provided quick start tests to validate that your instance
works after you make any configuration changes. For example, if you apply an upgrade or
develop an application.
The tests can only produce a pass result when you run them with the default demo data that's
provided with the application or feature plugin. To apply a quick start test to your instance-
specific data, copy the quick start test and add your custom data. See Available quick start tests
by application or feature.
Record Query
Record query enforced ACL rules during step execution.
Create an automated test steps template
The test template now supports catalog items and record producer along with the tables.
Activation information
Note: By default, the system property that is used to run automated tests is disabled to
prevent you from accidentally running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and other non-production
instances. See Enable or disable executing Automated Test Framework tests.
To use the quick start tests for an application, activate the plugin that is associated with the
application. See Available quick start tests by application or feature for plugin requirements.
Browser requirements
Automated Test Framework only supports running tests from desktop browsers. You can't run
tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require
additional configuration. See Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets. You can't add new
custom UI test steps from tablets because tablets can't retrieve any components. You can review
existing custom UI test steps that were added from a desktop browser.
Activation information
Additional requirements
• Enable the system properties to display the update set deployment permissions. See Display or
hide update set deployment permissions.
ServiceNow Studio
Allow non-administrators to develop applications.
System update sets
Allow non-administrators to use update sets to deploy applications to other instances.
Guided Application Creator is the new way to set up applications on the Now Platform®. You can
set up an application and use it right away. A developer can add more functions later.
Activation information
Browser requirements
If you are using Microsoft Edge or a version of Internet Explorer that is IE11 or older, you can work
only in the legacy application creator. To work in Guided Application Creator, use a different
browser.
ServiceNow Studio
After you set up your application in Guided Application Creator, you can configure system
notifications, form layouts, UI policy, and reports in Studio.
Flow Designer
Define business logic, process automation, and integrations for the application that you set up in
Guided Application Creator.
HTML auto-suggestions
Edit HTML and Jelly scripts and define what is rendered when the page is displayed. The script
can contain either static XHTML or dynamically generated content that is defined as Jelly and
can call script includes and UI macros.
JS Beautify
Format code by applying the proper indentation to the script.
Context menu
Enable the context menu options for script includes, Glide APIs, and tables in the JavaScript
editor.
With the context menu options, your users can navigate to:
• Script include definitions
• Glide API documentation
• System and custom table definitions and data
Session Log
Use Session Log to retrieve the session log for business rules, script includes, and a custom UI such
as Agent Workspace that has a GraphQL component. Users with the script_debugger role can:
• View session logs in a separate tab.
• Download a log.
• View logs for Agent Workspace.
• Specify debug options to view or download only the required logs.
By default, 100 transactions and 10000 messages are displayed in Session Log. If the transaction
or message count exceeds the default value, the session log is cleared and the next transactions
or messages are displayed. You can configure this transaction and message count using the
glide.debugger.log.transaction.count and glide.debugger.log_messages_limit user preferences
respectively. For more information about the glide.debugger.log.transaction.count and
glide.debugger.log_messages_limit user preferences, see User preference settings.
Note: Enable Session Log as a separate tab with Script Debugger using the
glide.debugger.log.ui system property.
• The Page option displays logs under forms and lists and on the Session Log tab.
• The Session option displays logs only on the Session Log tab.
For more information about the glide.debugger.log.ui system property, see Available
system properties.
Conditional breakpoints
Set conditional breakpoints to pause scripts at specific lines, and remove breakpoints when you
are done debugging them.
Activation information
Browser requirements
Context menu options can be accessed only if the browser supports SharedWorker. For example,
Google Chrome and Mozilla Firefox.
Virtual Agent
By using Virtual Agent in Studio, you can create and manage topics, which are blueprints for
conversations between a virtual agent and user. You can design topics that help your users
resolve common work issues or guide them through self-service tasks.
If you are using Connect Support and want to move to Advanced Work Assignment and Agent
Chat, see Migrate from Connect Support to Advanced Work Assignment and Agent Chat.
Activation information
Advanced Work Assignment requires activation of the Advanced Work Assignment plugin and
related AWA plugins that enable AWA service channels.
Agent Workspace
Route work items through a service channel to an agent inbox.
Performance Analytics
Let managers monitor Task [task] or Interaction [interaction] work items so that their agents can
better support requests.
For the New York release, you can use the Declarative Actions framework to exclude New UI
actions, instead of adding tables to the New Button List Exclusions [sys_aw_crud_exclusions] table.
A migration script runs when you upgrade your instance, so any tables in the New Button List
Exclusions [sys_aw_crud_exclusions] table migrate to the new framework. If you want to exclude
additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York release, your instance
runs Agent Workspace on the Madrid release.
The Agent Workspace landing page displays a set of reports that are the initial view of your
agent’s workspace. You can customize your landing page layout (header, containers, and
widgets) and incorporate reports, such as a report that shows trending issues, to appear on the
page.
• Administrators can add highlighted values to the secondary values in the form header.
Reference fields that display as secondary values open the corresponding record in a child
tab.
• Administrators can use Workspace View Rules to control which form view renders for their
users. Conditions can be set on roles or field values.
• Agents can add tags to records. Tag visibility can be set to all users, visible only to specific
groups or users, or visible to a single user.
• Agent Workspace supports uploading file attachments via drag and drop, uploading multiple
file attachments, and previewing an image attachment before upload.
• List UI actions: By enabling new OOB UI actions on full lists, agents can multi-edit records and
assign records to themselves. For scalability, the New list UI action administers through the
new Declarative Action framework. You can exclude New UI actions from tables using the
Action Assignment module, which replaces the task of adding tables to the New Button List
Exclusions table.
• List multi-edit: Agents can update multiple records in a list at one time.
• List export: List records can export into CSV, XLSX, JSON, or PDF files. Agents can choose to
download the file or send via email.
• List quick edit: Agents can view record information and the activity stream and also apply
changes to a single record without leaving their list.
• List grouping: Agents can group lists by a single column.
• List column filtering: Agents can quickly filter a list via column headings without having to
open the advanced filter.
Agents can copy and paste images inline and format text using the HTML editor on journal input
fields, which post to the Agent Workspace Activity Stream. To enable rich text on journal input
fields, change the value of the glide.ui.journal.use_html system property to true.
Activation information
Browser requirements
If you are using the Firefox browser version 65, there is an issue affecting accessibility in Agent
Workspace when tabbing between elements. There are no tabbing issues if you use Firefox
browser version 66 or later.
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Assessments and Surveys still works. If you customized Assessments and Surveys, copy
the quick start tests and configure them for your customizations.
• Survey: Clone Action
• Survey: Survey Creator Workflow
• Survey: Question Bank Flow
Activation information
For pre-existing duplicate CIs, the master CI is unknown. The discovery data source is also
unknown because the discovery_source attribute was set to ‘Duplicate’. After the upgrade,
the duplicate_of attribute for those duplicate CIs is set to ‘Unknown’ and the discovery_source
attribute remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are configured for the
duplicate metric, might conflict with newly created health inclusion rules for the duplicate metric.
After the upgrade, create new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health dashboards.
Duplicate CIs
• Internal processing of duplicate CIs uses the new duplicate_of attribute instead of the
ServiceNow Discovery discovery_source attribute to maintain data integrity that is associated
with duplicate CIs. The Identification and Reconciliation Engine (IRE) no longer changes the
value of the discovery_source CI attribute to ‘Duplicate’ to denote a duplicate CI. Instead,
IRE sets the duplicate_of attribute as a reference to the master CI of the duplicate CI (if
known).
• You can now apply health inclusion rules to the CMDB Health duplicate metric instead of
using an identification inclusion rule. The CMDB dashboard then shows a smaller subset of
duplicate CIs that require remediation. This is supported only in the global domain.
• Include a non-CMDB table in a CMDB query. For example, including the Task or the Request
table in a CMDB query lets you query for CIs that are associated with incidents. You can use
the glide.cmdb.query.non_cmdb.black_listed_tables property to exclude non-CMDB tables
from the list that appears in Query Builder. The default non-CMDB tables list includes common
tables such as Task, Request, and Incident.
• Export a query definition that you previously saved to an XML file for importing in another
environment. For example, you can import a query definition from a test environment to a
production environment.
• Toggle between list view and card view in the Saved Queries tab of the CMDB Query Builder.
• Enable the Display Results in New Tab setting to show query results in a new separate tab
instead of underneath the Query Builder canvas.
• When constructing an input payload in Identification Simulation , use the Copy Script button
to copy JSON scripts to the clipboard. You can then paste that script into a third-party
software or to another screen of the identification simulation, and run it.
• When applying CI Identification and Reconciliation to import sets, you can configure a target
table per record in the import set. If you specify different target tables, records from the same
import set are imported to multiple target tables.
• Improved performance of the identification engine: For optimization, allow local caching
of the default number of query result entries for independent CIs. This number is set by the
system property glide.identification_engine.independent_items_local_cache_count.
Activation information
Agent Workspace
Optionally, use ServiceNow Agent Workspace for CMDB as an easy-to-navigate central interface
that lets you access essential CMDB configuration items. You can see details for a CI, such as
key health scores, condensed timeline view of incidents, changes, and critical incidents and
change requests.
Activation information
Connect is active by default on new instances. For upgraded instances, you can activate the
Connect plugin (com.glide.connect) if you have the admin role.
Activating CMS
On new instances, Content Management System plugins are no longer available in the base
system. You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is
an alternative to CMS with a refined user experience, and is active by default in the base system.
See Service Portal and Content Management and Service Portal.
Activation information
You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an
alternative to CMS with a refined user experience, and is active by default in the base system. See
Service Portal and Content Management and Service Portal.
Service Portal
Service Portal is an alternative to the Content Management System (CMS) with a refined user
experience. Use Service Portal for new development. For more information about transitioning to
Service Portal, see Content Management and Service Portal.
Activation information
To use the Document Viewer feature, activate the Document Viewer (com.snc.documentviewer)
plugin.
Run a flow, subflow, or action from a server-side script synchronously or asynchronously without
creating execution details or other related records. Improve performance by eliminating record-
keeping overhead.
Get Catalog Variables action
Access ServiceNow® Service Catalog variables as data pills in a flow.
Get Email Header action
Access an email header value as a data pill in a flow.
Inbound Email trigger
Start a flow when your instance receives an email.
Inline scripts
Enable users with coding experience to write inline scripts that set and modify input values during
the configuration of an action or flow. Use inline scripts to modify input values that require small
format conversions, data transformations, or math operations.
Inline Script editor
Write and edit scripts from the Flow Designer interface.
Look up email attachments action
Look up files that are attached to an email so that you can perform an action on the files. The
action generates a list of Email Attachment [sys_email_attachment] records, which you can
access as a data pill.
Move Email Attachments to Record action
Move attachments from an email to a record so that the files are available to your users when
they view the record.
Order results returned by Look Up Record actions and steps
Specify the sort order when a Look Up Record action or step returns multiple results.
Order results returned by Look Up Records actions and steps
Specify the sort order when using a Look Up Records action or step to search for multiple
records.
Run flow in foreground
Run a flow immediately in the foreground rather than asynchronously. Use the Run In Foreground
option when a flow needs to provide immediate feedback to a user.
Script support for complex data
Create and reference complex data from a script. Use a script when your source data comes
from a data stream, a REST step response, or a Look Up Records step.
Test an action
Test an action before publishing it for other users.
Wait for a duration - percentage duration
Specify the duration of a pause in a flow as a percentage of an SLA.
Activation information
IntegrationHub
Automate integration tasks using ServiceNow-built components for Flow Designer, or develop
custom integrations. Requires a separate subscription.
IntegrationHub available spokes
Review the integration-specific flows and actions available to each spoke.
Activation information
Note: Instance Data Replication (IDR) is not available for customers that are in Federal
Data Centers.
Accessibility information
Automatically retry failed requests when a step encounters an intermittent issue such as a
network failure or request rate limit. Set a retry policy to prevent having to manually triggering the
step again.
SSH step
The SSH step executes SSH commands on an external *nix system through a ServiceNow® MID
Server. The step also stores scripts and commands for the *nix systems.
XML parser step
Identify structured data from an XML payload without having to write script. Map incoming XML
elements to a complex object output that you can use in other steps or actions. At runtime,
values from an XML payload populate the complex object output.
Activation information
The ServiceNow IntegrationHub plugins require a separate subscription and must be activated by
ServiceNow personnel.
Flow Designer
IntegrationHub lets you build reusable integrations with third-party systems and call them from
anywhere in the platform. For example, request IntegrationHub to call external systems using
integration APIs from the Action Designer Script step, run the Script step on the Mid Server, and
activate protocol steps like REST, SOAP, and PowerShell.
Flow Designer is a Now Platform feature that enables you to automate processes within a single
ServiceNow instance. Without an IntegrationHub subscription, you can use base system actions
or steps, including the Script step, to manipulate records, send emails, trigger notifications,
and perform operations within the instance. Request IntegrationHub to automate and create
integrations with external systems from the Flow Designer interface.
Knowledge internationalization
Related articles
Discover similar information across articles on a topic while viewing an article. You can manually
map related articles or have the application automatically present related articles using
machine learning (ML) algorithms.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app.
You can view recently viewed and most popular articles, search for articles, browse articles by
category, and provide feedback for articles.
Knowledge Management Service Portal
• View the Knowledge Management Service Portal article view page from the Service Portal
and use knowledge features such as feedback and versioning. When upgrading to New York,
reroute the article view page in the Service Portal to the Knowledge Management Service
Portal.
• Knowledge article feedback: Add links, attachments, images, and HTML text to enhance
knowledge feedback. Reply and like comments created on the Knowledge Management
Service Portal.
• Knowledge base configuration for the Knowledge Management Service Portal: Configure
which knowledge bases to display on the Knowledge Management Service Portal.
Article template
• Article template display: Improve the display of knowledge articles by setting article template
fields to expand or collapse. Style template fields and headers with Cascading Style Sheets
(CSS).
• Article template configuration: Set the article templates that are available in specific
knowledge bases. Use an article template selector to create articles and preview the
appearance of articles before creating them.
Knowledge search
• Search across multiple tables and knowledge index filter: Improve search relevancy by
skipping indexing of outdated or retired knowledge articles from the search results and
upgrading the index format to the V4 format. Perform the Knowledge Management guided
setup tasks for installing the index filter and upgrading the index format. These tasks are
relevant only for customers upgrading from Madrid or earlier releases. For new customers on
the New York and later releases, these tasks are configured by default.
• Read-only knowledge articles from contextual search: Display a read-only article view page
when knowledge articles are viewed from contextual search to prevent changes by other
users. This feature is active by default.
Knowledge search
• Asynchronous search filters: Set filters to narrow your search for knowledge articles. The search
filters are not shown by default.
• Duplicate articles search: Eliminate duplicate articles when creating an article through
improved duplicate detection that uses machine learning-based similarity results.
• Ability to filter search results using category hierarchy: Narrow your search results by category.
The search results include articles in the parent categories and associated child categories.
Knowledge notifications
• Article links in notifications: Click an article link in the article subscription or Article Quality
Index (AQI) notifications to be automatically directed to the Knowledge Management
Service Portal.
• Improve productivity by managing notifications when an article is submitted for approval,
approved for publishing, or rejected for publishing.
Activation information
Accessibility information
Knowledge Management conforms to WCAG-AA starting with the New York release.
Create reports that show the data predicted by models. Compare the predicted data to the
real data to detect abnormal behavior.
Reports grouped by metric field
Group report data by fields in a MetricBase table to identify results produced by different
prediction models.
New transforms for prediction models
Create graphs with new ways of viewing time-series data using the new MetricBase transforms
predict, put, decompose, and fit. All of them work with prediction models.
Activation information
MetricBase requires a separate subscription and activation by ServiceNow personnel. For no extra
charge, request the MetricBase demo plugin, which contains sample tables, metrics, triggers, and
data to help you learn how to use MetricBase.
If you have installed your own Java Runtime Environment (JRE), the upgrade process takes the
following actions to ensure that the MID Server is using a supported JRE:
• If an unsupported version of the Java Runtime Environment (JRE) is running on a MID Server
when it is upgraded, the upgrade process replaces that JRE with the OpenJDK that is bundled
with the MID Server installer.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that Java
version.
The auto-upgrade process for MID Servers in New York has changed. The MID Server no longer
receives its upgrade through the instance, as it did in previous releases. All MID Server host
machines now require access to the download site at install.service-now.com to enable
auto-upgrades. For additional details about how MID Server upgrades are managed and where
to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted per executable path.
Upgraded Windows MID Servers that have multiple services pointing to the same installation folder
are prevented from starting. See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's
ability to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.
• mid.http_classy.request_timeout: Sets the timeout in milliseconds for HTTP requests with the
HTTP - Classify probe.
• mid.snmp.use_getbulk: Sets the use of GETBULK for individual MID Servers.
• mid.monitoring.force_sigar_cpu_monitoring: Enables CPU monitoring on Windows MID Server
hosts using Java 11 if the customer has updated the SIGAR library.
• mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for a
specific MID Server if the default DNSNameResolver probe experiences problems.
• mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for a specific MID Server if
the default DNS probe experiences problems.
• mid.aws.instance_profile_name: Configures the AWS IAM role on an EC2 instance for Cloud
Discovery credentials.
• mid.parsing.max_field_size: Sets the maximum character length of strings stored while
patterns are run.
In previous releases, this property was set to true to force all MID Servers to upgrade through
the instance and was configurable by customers. In the New York release, auto-upgrades
are performed by the MID Server host computer and not by the instance. To implement this
behavior, the default value of this property was changed to false, and the property was
concealed to protect the setting. DO NOT change the value of this property.
Activation information
Accessibility information
The following accessibility improvements were made to MID Server Guided Setup.
• Improved screen reader accessibility:
• Alternative text to images
• Labels to form elements
• Descriptions of all text boxes
• Error messages
• Improved tab focus: Tab focus only goes over enabled items.
Discovery
Discovery uses the MID Server to launch probes and patterns that return information to the
CMDB about devices and applications running in your environment. Discovery schedules select
appropriate MID Servers to use, based on their configured capabilities and assigned IP ranges.
Orchestration
The Orchestration application uses the MID Server to do work on internal and external systems.
MID Servers are selected by their capabilities and the applications that they are allowed to use.
Service Mapping
Service Mapping uses the MID Server to launch patterns that return information about business
services running in your environment.
Event Management
Event Management uses the MID Server to receive and process events, collect data for root
cause analysis (RCA), and collect SNMP traps.
Cloud Management
Cloud Management uses the MID Server to collect and process VMware events.
Operational Intelligence
Operational Intelligence uses MID Server clusters to capture operational metrics data from
external data sources and analyze them for anomalies.
Activation information
If you have the admin role, you can activate the Remote Tables plugin (com.glide.script.vtable).
This plugin includes demo data and activates related plugins if they are not already active.
Inbound email attachments that exceed size constraints do not attach to the target record
When an attachment for an inbound email exceeds the size limit, the attachment is discarded.
A record is created in the Email Attachments [sys_email_attachment] table containing the
discarded file name and the reason it was discarded. The discarded file remains in the Email
[sys_email] record.
Attachment handling in email client configuration
By default, attachments that are sent from the email client are attached to the target record.
Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions
that define which email client attachments are added to the target record.
Email Client Quick Message Author role
A new role has been created to let more users write quick messages for the email client. Assign
the email_client_quick_message_author role to business managers so that they can create quick
messages for users in their group.
Variable for current users in the email client
The ${current_user} variable in quick messages or email client templates lets users reference
themselves in emails that they send from the email client.
Condition field in Email Client Quick Message
A condition field has been added in the quick messages form to let authors identify the target
record in which the quick message is available in the email client.
Activation information
Flow Designer
Automate processes for emails and their attachments with the Inbound Email trigger, the Get
Email Header action, the Look up email attachments action, the Move Email Attachments to
Record action, and the Associate Record to Email action.
The instance will use IntegrationHub subflows to perform Password Reset operations. The
Password Reset workflows that were used in earlier releases are no longer used.
• For updates to instances where Password Reset workflows have been modified or where the
instance is domain-separated, IntegrationHub subflows are not implemented. Password Reset
operations continue to use workflows by default. To implement IntegrationHub subflows to
perform operations (recommended), follow this procedure:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub subflows to customize
password reset processes.
The base-system supports two credential store types: the Local ServiceNow Instance credential
store and the Active Directory (AD) credential store. If you use a different identity provider, such
as Okta, Microsoft Azure AD, or Microsoft AD, you can use IntegrationHub subflows to create a
custom credential store type.
Activation information
• A simple version of the Password Reset application is active by default and includes example
verifications. The base system enables connections to the Local ServiceNow Instance
credential store and Active Directory (AD) credential stores. For details, see Credential stores for
Password Reset.
• By creating an Agent Chat portal configuration, your end users can initiate and maintain an
Agent Chat conversation in any portal page. This feature replaces the Virtual Agent Service
Portal widget. If your portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See Configure Agent Chat in
Service Portal.
• The Now Platform collects search data and analytics that generate search suggestions. If you
are upgrading from a previous release, the search analytics do not contain any data yet. To
immediately provide suggestions to your users, you can populate the search suggestions using
data from either the Text Searches [text_search] table or the Service Portal Log Entries [sp_log]
table. For more information, see Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect search data and
analytics to generate suggestions. To benefit from this new feature, you can either migrate
search to use the base system Faceted Search widget, or configure your search widget
to collect search data using the GlideSPSearchAnalytics API. For API reference, see
GlideSPSearchAnalytics. For more information about the Now Platform search analytics and
suggestions feature, see Search analytics and suggestions.
• Take advantage of the latest article view features such as including links and images in article
feedback and article versioning by activating the Knowledge Article View page route map.
This map routes the kb_article page to the kb_article_view page. See Page route maps.
View the health status of file attachments in Service Portal. Antivirus Scanning scans files in the
Attachments [sys_attachments] table by default. When viewed from a Service Portal page,
attachments may not be available for download depending on their health status.
Open a Service Portal page in the Automated Test Framework
Open a portal page in the Automated Test Framework. When building automated tests, test
designers must first open a page in a portal before testing UI components on the page.
Password reset capability in the Login widget
Enable your users to reset their password from the Login widget using the Password Reset
application.
Text index groups
Configure a text index group to make Service Portal search results more relevant to your end
users. If you have a custom search source or portal, consider whether you want to use the base
system portal_index_group text index group, or create your own text index group. The base
system text index group includes the Catalog items, Knowledge, and Social Q&A Questions
tables. When a user searches for an item in Service Portal, they see combined results from these
tables. Text index groups are a Now Platform feature. To learn more, see Configure multiple
tables for indexing and searching.
Search analytics and suggestions
Search analytics and suggestions is a Now Platform feature. For more information,
see . Search suggestions replaces typeahead search in Service Portal. Update the
glide.service_portal.search_as_you_type_behavior system property to change this behavior.
Activation information
Service Portal is active by default on new instances. For upgraded instances, activate the
Service Portal for Enterprise Service Management plugin (com.glide.service-portal.esm) if you
have the admin role. Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see Content Management and
Service Portal.
Skills Management
Use Skills Management to associate skills with individual users or groups and assign them to
tasks or projects. You can also assess the skills needed for your organization, identify gaps, and
implement effective plans for hiring or training of your teams.
• Roles added to Skills Management
The Skills Manager (skills_manager) role has been added for Skills Management. This role
inherits the Skill User (skill_user) role. As a skills manager, you can add or remove skills to users or
groups.
• Skills taxonomy
Organize related skills into categories and subcategories so that you can manage skills and
create reports quickly and efficiently.
Activation information
The Skills Management application is activated when you enable the Skills Management
(com.snc.skills_management) plugin.
Activation information
Notify provides support for adding multiple service providers for SMS and Voice Services. An
incident manager, when creating a communication plan, can indicate which provider or phone
number to use for sending communications.
Use the Notify Provider Selector reference field to choose an entry from the Provider selector
table [notify_group_selector] from which Notify numbers or conference providers can be
derived. Table entries are associated with the notify groups that have phone numbers for
telephony providers.
This field is available in the following tables:
• comm_channel_def_conference
• comm_channel_conference
• comm_channel_def_sms
• comm_channel_sms
Activation information
Add labels
Distinguish tasks on the task board by categorizing them by labels. You can add, rename,
prioritize, and delete labels. You can also apply colors from the palette to the Visual Task Board.
Assign users from Quick Panel
Assign users and prioritize tasks with the revised quick panel options.
Filter tasks by due date from Board header
Filter tasks by due date by clicking Due By on the board header.
Activation information
Starting with the New York release, ServiceNow encodes the URIs associated with the modules
in the navigation pane. When upgrading to New York, existing URIs for custom modules might
break if you used arguments with non-URL-encoded characters, for example, an equals (=)
sign. Arguments and filter conditions become part of the URI. If an argument started with an
ampersand (&), or if you used a conditional filter and an argument but did not prepend the
argument with a caret (^), the module URIs may break. A simple revision can prevent that from
happening. For more information, see Encoding module URIs.
Activation information
The user interface is part of the core platform and does not require special activation.
Activation information
Active by default.
Space management, facilities move management, and interactive facility maps are no longer
available for new customers. ServiceNow still supports these features for existing customers.
Activation information
by your analysts over time. You can also understand trends and bottlenecks in these procedures
with analytic-driven dashboards and reporting.
Built-in integrations with third-party cybersecurity solutions and partner-developed integrations
from the ServiceNow® Store enable security automation and orchestration for efficient and
accurate incident response.
If you are upgrading directly from the Jakarta or Kingston releases to the New York release
(skipping the London release), navigate to System Definition > Fix Scripts, and run the Update
integrations to multi domain fix script. Run this script to enable certain integrations to define
multiple configurations.
For example, if you have multiple Splunk instances, you can create connections and queries that
run sightings searches across multiple Splunk instances. After you run the fix script, navigate to
System Definition > Fix Scripts and deactivate the fix script. Do not run the script more than one
time.
If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware
playbook flow template to accelerate the design of this playbook. Automate the steps for
handling malware alerts from the endpoint or the network.
The flow template includes trigger conditions and a sequence of actions and subflows that are
annotated for readability. You can use the drag-and-drop feature to move objects, include
condition checks, parallel branching, decision tables, and more within your template to resolve
malware attacks quickly and efficiently.
Activation information
Activate the Security Incident Response Dependencies plugin (com.snc.si_dep). Download and
install Security Incident Response from the ServiceNow Store. Use Setup Assistant to configure
Security Incident Response based on the needs of your organization. The Security Incident
Response application is available as a separate subscription.
If you are upgrading from a previous version of Vulnerability Response, you can begin using the
Vulnerability Response new features immediately. All updates to Vulnerability Response are only
available in the ServiceNow® Store.
If you've previously installed Vulnerability Response, you don't need to install the Dependencies
(com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.
For detailed information on upgrade from Kingston or London to Vulnerability Response, see
Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability Response for upgrades. If
you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom
table. If you add custom roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set
correctly to enable access to application administration.
Note:
Once enabled, Application administration cannot be disabled.
Note: This is true for a Rapid7 Nexpose data warehouse upgrade or to migrate from the
Rapid7 Nexpose data warehouse to Rapid7 InsightVM.
• Qualys Vulnerability Integration
To reduce upgrade time, if you have the Qualys product or a third-party integration installed,
delete all attachments on your integration data sources. You can find the attachments
by navigating to System Import Sets > Administration > Data Sources and searching by
integration. See Manage attachments for more information.
Note:
Preferred Solutions in vulnerability, vulnerable item, and vulnerability group records are
derived from the Microsoft Security Response Center Solution Integration imports and not
third-party vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE) vulnerabilities with long
summaries can cause excessive cell heights in the vulnerability list view on solution
records.
New integrations
Microsoft Security Response Center Solution Integration
Version 8.0:Microsoft Security Response Center Solution Integration imports solution data for
known vulnerabilities and creates relationships with vulnerable items and vulnerability groups. This
integration is part of Vulnerability Solution Management.
Note: By default, all data feeds for NVD Auto-update are disabled. To enable the feeds
that you want, see Configure the scheduled job for updating NVD records.
Version 8.0: Added configuration for Assignment Rules and Vulnerability Solution Management.
Vulnerability Calculator Groups have been renamed Vulnerability Calculators and the group
module no longer exists.
Activation information
Version 8.0: The Vulnerability Response Mobile app is required on your Now Platform instance.
Download the Vulnerability Response Mobile app along with its dependencies from the
ServiceNow Store.
Note: The Vulnerability Response core application is required on your Now Platform
instance so that you can view and edit vulnerability groups and vulnerable items on your
mobile device.
If you upgraded from a version of Vulnerability Response, before Madrid, your original
Overview page becomes the Overview (Legacy) module in the left navigation bar. If you
created a customized home page overview, the overview is overwritten by the new reports
dashboard. To access your customized home page, Create a new module for your customized
home page and add it to the Vulnerability Response application.
• Upgrades from Kingston and earlier
Unmatched configuration items (CIs) imported from Kingston or earlier versions of Qualys and
Rapid7 are transferred and listed in the Discovered Items module during upgrade. However,
these unmatched CIs cannot be reclassified using the Reclassify button. They must be
reclassified manually. See Manually reclassify unmatched configuration items from Discovered
Items for how to do that.
• Upgrades from before Kingston
• For releases prior to Kingston, during upgrade the Vulnerable Item table is reparented to
improve performance. If you have a large number of vulnerable items, the upgrade process
may take additional time. No special handling is needed, however, stop any Vulnerability
Response activities prior to upgrade and record your vulnerable item count.
• Once complete, verify that your pre- and post-upgrade vulnerable item counts
match. For more information on the impact of reparenting, see the Upgrade impact of
reparenting change in the Kingston release [KB0680550] article in the ServiceNow® HI
Knowledge Base. For information on the upgrade impact to existing instances, see the
Vulnerability Response: FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge
Base. This information does not apply if you upgrade from Kingston to this release. For
Kingston release information, see the Kingston Vulnerability Response release notes.
• If you are upgrading from Kingston, existing CI Identifier Rules are disabled by default, but
not removed. These rules appear in Security Operations > CMDB > CI Lookup Rules. To
reenable, open a rule and enter values for the Source and Source field fields, select the
Active check box, and click Submit.
Revert customizations after installing Software Asset Management for the first time, or upgrading
from Software Asset Management Foundation plugin, for all features to function as intended.
The Revert Customizations module in Software Asset Management administration reverts
customizations of files related to Software Asset Management to base configuration that were
skipped during the installation or upgrade process. For more information, see Revert Software
Asset Management customizations.
For more upgrade information, see Software Asset Management upgrade information.
Manage license cost and renewals for your Microsoft Software Assurance (SA) licenses. Create
an entitlement to track your SA license software rights. During reconciliation, downgrade and
upgrade rights are used, which optimizes which licenses are used for your installed software.
More Microsoft volume licensing agreements are supported: Open License, Open Value,
Open Value Subscription, Select License, Select Plus, Enterprise, and Enterprise Subscription
Agreements.
Use the Citrix publisher pack to manage your user and device licenses. Get visibility into the Citrix
Per user and device licenses that you own and manage your license compliance. The Citrix
Publisher Overview dashboard has been enhanced to include usage information on user and
device licenses.
License calculators have been updated to account for third-party software that is delivered
using Citrix app virtualization. The license calculators are licensed based on potential access
instead of actual software usage.
Use the IBM License Metric Tool and BigFix Inventory integration to integrate your IBM servers
with the Now Platform®, create entitlements and software models, and determine your license
compliance by tracking your IBM products and components.
Once the connection with ILMT or BigFix Inventory is successful, historical data is retrieved for the
aggregated period set up in ILMT and BigFix Inventory. This data includes products, components,
editions, hosts, virtual machines, and license usage.
Automate the process for new hires to request IT assets, track and update the assets, and
minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with
a base system workflow that automates the fulfillment process for IT hardware, software, and
consumable requests. The status of the IT asset is automatically updated as it moves through the
fulfillment process until it gets assigned to the requester.
• Most software publishers (like Microsoft) require applications that are delivered via Citrix to
be licensed based on potential access from a user or a device instead of actual application
usage. License compliance reporting for software delivered through Citrix considers users and
devices with potential access to applications. See Software Asset Management upgrade
information for the manner in which this change has been handled.
• The Citrix discovery probe uses a discovery pattern that may misidentify a device as a Citrix
Delivery Controller. A change has been made to the pattern used by Citrix discovery probe to
address this issue.
• On the client access record form, a new field User/Device count replaces the total device
count field.
• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are deprecated from the New
York release. Any existing entitlements using Per Core (Physical Core) and Per Core (Virtual OSE)
metrics are replaced with the Per Core metric. You may see a change in your reconciliation
results.
Activation information
Note: Once you upgrade, you may see a change in your reconciliation results.
Downgrade rights that are added by Content on license entitlements are used to
evaluate the rights needed for compliance.
• When downgrade rights or next version is set, a new software model is created if one
doesn’t exist. This creation could result in duplicate software models because the Version
and Edition values on the existing software model are used to check if a software model
exists.
• Any existing entitlements with Per Core (Physical Core) and Per Core (Virtual OSE) license
metrics are upgraded to the new Per Core license metric.
Note: Once you upgrade, you may experience a change in your reconciliation
results. Rights are calculated for both Per Core (Physical Core) and Per Core (Virtual
OSE). The results display the option that results in the lowest number of rights needed.
• On the Software Entitlement form, the Agreement type None is no longer supported and
any agreements with this value are upgraded to the type Generic.
Note: If Discovery isn't run during the three-week time frame, an existing scheduled
job deletes any orphan Discovery models without installation records. Recreating
these Discovery models causes unnecessary rework.
• A new field, License under management, has been added to software models, which
indicates whether the software model is included in the Software Asset Management license
compliance reports. This field value is set to true for all upgraded software models; this value
doesn't impact compliance reports.
• To unlock the new SaaS License Management features, enable the following new plugins:
• SaaS License Management (included with the Master plugin)
• SaaS License Management Integrations (included with the Master plugin)
• Spend Detection (you must first get the Software Spend Detection SKU at no additional cost,
before you request this plugin in ServiceNow® HI)
• In-flight transfer orders created for fulfillment of IT equipment requests, created as part of
the HR Onboarding flow, are upgraded to include the fulfillment tasks - Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. Tasks completed before the upgrade for
the transfer order line to reach that stage are closed. For example, if a transfer order line is in
Shipment Preparation stage, then the tasks for Ready for fulfillment and Prepare for shipment
are closed. These tasks would have been completed before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.
In the New York family, ServiceNow® features and products were introduced or updated. Every
new or updated feature and product has its own individual release notes topic, which includes
information such as upgrade tasks, new features, changed features, browser requirements, and
other specifications. These product-specific release notes are listed in Features and changes by
product.
To help users look over different classes of information at a glance, each release notes section
has its own summary topic. For example, the Browser requirements for all New York features and
products aggregates all browser requirements for features that were introduced or updated in
New York.
Before you upgrade to New York, review the upgrade information for any products you may have.
Some products require you to complete specific tasks before you upgrade.
Application or feature Details
Advanced Work If you are using Connect Support and want to move to Advanced Work
Assignment Assignment and Agent Chat, see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat.
Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.
Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.
Asset Management • In-flight transfer orders created to fulfill IT equipment requests are
upgraded to include the following fulfillment tasks: Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer
orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were
upgraded are closed. For example, if a transfer order line is in the
Shipment Preparation stage, then the Ready for fulfillment and Prepare
for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.
Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.
Automated Test Copy and customize ServiceNow platform-provided quick start tests
Framework to validate that your instance works after you make any configuration
changes. For example, if you apply an upgrade or develop an application.
Cloud Management • Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is supported.
• Catalog items created from cloud-native templates in releases prior
to the Madrid release are treated as blueprint-based catalog items.
As a result, you cannot modify the underlying template. There is no
workaround.
Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.
Discovery During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
Field Service When you upgrade your mobile application, you may have to migrate
Management customizations from earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.
ITOM Health The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
MID Server The auto-upgrade process for MID Servers in New York has changed. The
MID Server no longer receives its upgrade through the instance, as it did
in previous releases. All MID Server host machines now require access to
the download site at install.service-now.com to enable auto-
upgrades. For additional details about how MID Server upgrades are
managed and where to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted
per executable path. Upgraded Windows MID Servers that have multiple
services pointing to the same installation folder are prevented from starting.
See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade
monitor tests the MID Server's ability to upgrade on your system before
the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID
Servers manually.
Mobile platform During the upgrade to the New York release, the instance is updated to use
the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system
mobile applications that are installed on your instance are automatically
updated to work with the new design and can be used with Studio right
away. For more details on the mobile hierarchy, see ServiceNow mobile
app configuration.
Modified base system applications and applications that you have created
in Studio will continue to work after the upgrade, but they will not be
configurable in Studio until after you run the mobile migration script. For
additional details on the migration script, see Migration from Madrid to New
York mobile.
Operational Intelligence After you upgrade all the Operational Intelligence ServiceNow® MID
Servers in the MID Server distributed cluster to New York, restart the MID
Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be
stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a
time.
Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
2. Enable the connectors to pull the missing data.
Password Reset • The Password Reset application is a platform feature and is upgraded
by default.
• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is
activated by default.
• The Password Reset application is not available during the upgrade
process.
• If you are using the Local ServiceNow credential store: For new
installations and updates to instances that are not domain-separated
and where Password Reset workflows have not been modified: The
instance will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier
releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new
installations and updates to instances where:
• The instance is not domain-separated and
• Password Reset workflows have not been modified and
• The Microsoft AD spoke is activated on the instance
Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
upgrades.
Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .
Security Incident If you are upgrading directly from the Jakarta or Kingston releases to
Response the New York release (skipping the London release), navigate to System
Definition > Fix Scripts, and run the Update integrations to multi domain
fix script. Run this script to enable certain integrations to define multiple
configurations.
Service Level After you upgrade, you can activate the Service Portfolio Management
Management SLA Commitments plugin (com.snc.service_portfolio.sla_commitment) to
use the Service Commitment flag in the SLA Definition record. With this flag,
you can differentiate between an SLA definition tied to a Service Offering
commitment and an SLA definition that is not tied to a Service Offering
commitment.
Service Mapping During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Service Portal • By creating an Agent Chat portal configuration, your end users can
initiate and maintain an Agent Chat conversation in any portal page.
This feature replaces the Virtual Agent Service Portal widget. If your
portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See
Configure Agent Chat in Service Portal.
• The Now Platform collects search data and analytics that generate
search suggestions. If you are upgrading from a previous release, the
search analytics do not contain any data yet. To immediately provide
suggestions to your users, you can populate the search suggestions
using data from either the Text Searches [text_search] table or the
Service Portal Log Entries [sp_log] table. For more information, see
Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect
search data and analytics to generate suggestions. To benefit from
this new feature, you can either migrate search to use the base system
Faceted Search widget, or configure your search widget to collect
search data using the GlideSPSearchAnalytics API. For API reference,
see GlideSPSearchAnalytics. For more information about the Now
Platform search analytics and suggestions feature, see Search analytics
and suggestions.
• Take advantage of the latest article view features such as including links
and images in article feedback and article versioning by activating the
Knowledge Article View page route map. This map routes the kb_article
page to the kb_article_view page. See Page route maps.
Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.
Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.
Virtual Agent • Migrating Virtual Agent topics: Conversation topics created in the
Madrid release are fully supported in this release and do not change
during upgrade. After upgrade, you can continue to develop and use
keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language
Understanding (NLU) model to your Virtual Agent conversations. NLU
models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR
Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU
models, along with predefined conversation topics. To learn more, see
Get Started with NLU in Virtual Agent.
• Defining a Service Portal Agent Chat Configuration: After upgrading, if
you define a Service Portal Agent Chat configuration, you must remove
any previously installed Virtual Agent Service Portal widgets from portal
pages.
The Service Portal Agent Chat configuration enables users to run Virtual
Agent and Live Agent on all pages of selected service portals. This
means you no longer need to retain the legacy Virtual Agent Service
Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.
Vulnerability Response If you are upgrading from a previous version of Vulnerability Response, you
can begin using the Vulnerability Response new features immediately. All
updates to Vulnerability Response are only available in the ServiceNow®
Store.
If you've previously installed Vulnerability Response, you don't need to
install the Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update.
For detailed information on upgrade from Kingston or London to
Vulnerability Response, see Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability
Response for upgrades. If you add custom tables that rely on inherited
ACLs, you must recreate the ACLs in that custom table. If you add custom
roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by
attribute on the roles is set correctly to enable access to application
administration.
Note:
Once enabled, Application administration cannot be disabled.
New features
New products were introduced in New York, and additional features were added to existing
ServiceNow products.
API New scoped classes and additional methods to existing scoped classes
Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(),
getInputs(), getQuestions(),
getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(),
getTranslation(), isEnabled()
FlowAPI executeFlowQuick(),
executeSubflowQuick(),
executeActionQuick(),
startFlowQuick(),
startSubflowQuick(),
startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(),
addDaysUTC(), addMonthsLocalTime(),
addMonthsUTC(), addSeconds(),
addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(),
before(), compareTo(), equals(),
getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(),
getDayOfWeekUTC(),
getDaysInMonthLocalTime(),
getDaysInMonthUTC(),
getDisplayValue(),
getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(),
getFloatValue(),
getInternalFormattedLocalTime(),
getLocalDate(), getLocalTime(),
getMonthLocalTime(),
getMonthUTC(), getNumericValue(),
getTime(), getTZOffset(),
getUserFormattedLocalTime(),
getValue(),
getWeekOfYearLocalTime(),
getWeekOfYearUTC(),
getYearLocalTime(),
getYearUTC(), GlideDateTime(),
hasDate(), isDST(), isValid(),
onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(),
setDayOfMonthUTC(),
setDisplayValue(),
setDisplayValueInternal(),
setGlideDateTime(),
setMonthLocalTime(), setMonthUTC(),
setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(),
subtract(), toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
© 2019 ServiceNow, Inc. All rights reserved. GlideSPSearchAnalytics publish()
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names,hr_ActivitySet createLECaseByService() ,
and logos may be trademarks of the respective companies with which they are associated. 168
hasActiveCaseByService()
ServiceNow New York New York release notes
Note:
Preferred Solutions in vulnerability, vulnerable item, and
vulnerability group records are derived from the Microsoft Security
Response Center Solution Integration imports and not third-party
vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE)
vulnerabilities with long summaries can cause excessive cell
heights in the vulnerability list view on solution records.
Changed features
Existing ServiceNow products were updated and changed in New York. This includes the
renaming of certain buttons or features.
Advanced Work Monitor work items with multiple Performance Analytics dashboards
Assignment
Let your managers monitor agent conversations and tasks so that their
agents can better support requests. Previously, managers could track
chat and case work items on a single Performance Analytics dashboard.
Now your managers can monitor work items that are routed through
any one of your service channels — on two different dashboards. One
dashboard contains data for Task [task] work items and the other contains
data for Interaction [interaction] work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum
amount of time that an agent has to accept or reject a chat request.
When the time runs out, the requester receives a message saying that no
agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number.
Previously, queue records were not numbered, but now queue records
have numbers that start with QUE. You can search for queues by their
number, and agents can transfer conversations to another queue when
they type /tq "<queue_number>" in Agent Workspace chat. For more
information on inserting slash commands in agent conversations, see
Quick actions in Agent Workspace chat.
Agent Workspace Combine Agent Assist with Predictive Intelligence in the contextual
sidebar
Agent Assist and Predictive Intelligence now merge into one component,
which makes it easier for agents to find information to resolve incidents
and cases. These components use machine learning and similarity trend
recognition to identify the most relevant major incidents, incidents,
problems, changes, cases, knowledge articles, catalog items, or
community content.
Preview image attachments
You can preview an image attachment before downloading from the
Agent Workspace Activity Stream or from the attachment section in the
contextual side panel.
© 2019 ServiceNow, Inc. All rights reserved. Enable rich text editing for journal input field entries in the Agent
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
Workspace Activity Stream
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 171
Agents can copy and paste images inline and format text using the HTML
ServiceNow New York New York release notes
Removed features
Agile Development 2.0 From the Agile Development application navigator, removed the:
• Planning menu option. For release planning, use the Backlog Planning
tab on the Agile Board.
• Daily Stand Up Boards menu option. Track the progress of your scrum
tasks in the Task Board view on the Sprint Tracking tab.
• Backlog and Release Backlog menu options. Create a personalized
backlog using the Personal backlogs menu option.
Contextual Search • In the Table configurations form, the When to display section does not
appear when the UI type is Workspace. The message Agent Assist
Display Condition has been moved to Declarative
Action Assignments appears.
• Recommendation is no longer included in the list of additional
resources.
Facilities Service Space management, facilities move management, and interactive facility
Management maps are no longer available for new customers. ServiceNow still supports
these features for existing customers.
Financial Management The following functionalities are no longer available unless you have an
ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.
Mobile platform • Folders are no longer used to organize applets. You can now use
applets in Application Launcher pages.
On-Call Scheduling The older on-call creation wizard was replaced by a more robust wizard
that you can use to create, edit, and maintain on-call schedules.
Performance Analytics On interactive breakdown dashboards, the dropdown list that allows you
to select only one breakdown element is removed on upgrade. This list is
replaced with a new menu that allows multiple elements to be selected.
For more information, see the "New in the New York release" section.
Project Portfolio Project Management: The Original Start Date and Original End Date fields
Management are not displayed by default on the Project form.
Service Level The Service Offering SLA Definition type that appears while creating an
Management SLA definition is removed. Only a single service commitment SLA type is
available to provide a better experience.
Software Asset • The following charts are removed from Citrix Publisher Overview:
Management
• Top 5 Products Installed: this chart is replaced by the Software
Products in the Citrix Farms chart.
• Application Usage Trend: this chart is removed because licensing is
based on potential access instead of actual usage.
• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
deprecated from the New York release. Any existing entitlements
using Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
replaced with the Per Core metric. You may see a change in your
reconciliation results.
Activation information
Some products and features require specific subscriptions, roles, or licenses. Other features are
part of the Now Platform® and are active by default.
Advanced Work Advanced Work Assignment requires activation of the Advanced Work
Assignment Assignment plugin and related AWA plugins that enable AWA service
channels.
Agile Development 2.0 Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you
have the admin role.
To use the quick start tests for an application, activate the plugin that
is associated with the application. See Available quick start tests by
application or feature for plugin requirements.
Communities Communities is only available for customers who are licensed for Customer
Service Management. To activate Communities, activate the Customer
Communities plugin (com.sn_customer_communities).
To implement knowledge harvesting, activate the Knowledge
Management Service Portal plugin (com.snc.knowledge_serviceportal).
To use the Communities dashboard, activate the Performance Analytics —
Content Pack — plugin (com.snc.pa.communities).
Content Management You must request the Content Management System (CMS) application
System from ServiceNow personnel. Instead of activating CMS, use Service Portal
for new development. Service Portal is an alternative to CMS with a refined
user experience, and is active by default in the base system. See Service
Portal and Content Management and Service Portal.
Customer Service You can activate the Customer Service plugin (com.sn_customerservice)
Management if you have the admin role. This plugin includes demo data and activates
related plugins if they are not already active.
Discovery Discovery is available as a separate subscription from the rest of the Now
Platform® and requires the Discovery (com.snc.discovery) plugin.
Document Viewer To use the Document Viewer feature, activate the Document Viewer
(com.snc.documentviewer) plugin.
Facilities Service You can activate the Facilities Service Management plugin
Management (com.snc.facilities_service_automation) as a separate subscription. This
plugin manages facilities requests and enables users to report and track
requests by their location.
Finance Close Install the Finance Close Automation application from ServiceNow Store
Automation applications. Visit the ServiceNow Store website to view all the available
apps and for information about submitting requests to the store.>
GRC Before you run any of the ServiceNow® Governance, Risk, and Compliance
(GRC) applications in your instance, you must download them from the
ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Governance, Risk, and Before you run any of the GRC applications in your instance, you must
Compliance download them from the ServiceNow® Store.
ITOM Health The subscription plugin is automatically activated when you activate the
Event Management and Operational Intelligence plugins.
ITOM Optimization ITOM Optimization uses the features of Cloud Management. Cloud
Management requires a specific plugin.
ITOM Visibility ITOM Visibility is available under subscription and requires ServiceNow
personnel to activate the Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the
Discovery plugin.
ITSM Agent Workspace Activate the ITSM Workspace Landing Pages — Premium plugin
(com.snc.agent_workspace.itsm.landing_page_premium) to get the
premium landing page for ITSM Agent Workspace. Activation of the plugin
automatically activates the Agent Workspace (com.agent_workspace)
plugin and the Performance Analytics — Content Pack — ITSM Dashboards
plugin (com.snc.pa.itsm_dashboards).
ITSM Virtual Agent • Virtual Agent must be activated before you can use the ITSM Virtual
Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin
(com.glide.cs.chatbot) through the HI Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent
Conversations plugin (com.snc.itsm.virtualagent) to access the
predefined ITSM Virtual Agent topics.
Incident Management • Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Incident Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure
the incident form layout to view special handling notes.
• Activate the KCS Integration for Incident Management plugin
(com.snc.incident.knowledge) for integration of Incident Management
with Advanced Knowledge Management features that enable you to
create known error articles easily from an incident.
Instance Data Instance Data Replication requires a separate subscription and activation
Replication by ServiceNow personnel.
Mobile platform Depending on your device, go to the iTunes Store or the Google Play store
and search for ServiceNow to download the native mobile applications.
For more information, see Mobile configuration and navigation.
Notify The Notify plugin requires a separate subscription. This plugin includes demo
data and activates related plugins if they are not already active.
Now Mobile The Now Mobile app is active by default in new instances. If upgrading
from a previous release, activate the Mobile Employee Experience Native
Application (com.glide.mobile-employee) plugin. For more information,
see Activate the Now Mobile app.
Now Platform User The user interface is part of the core platform and does not require special
Interface activation.
Problem Management Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Problem Management plugin.
Project Status The Project Status mobile application runs on the ServiceNow® mobile
platform. To enable the Project Status app, activate the PPM Mobile plugin
(com.sn_ppm_mobile) if you have the admin role.
Remote Tables If you have the admin role, you can activate the Remote Tables plugin
(com.glide.script.vtable). This plugin includes demo data and activates
related plugins if they are not already active.
Scaled Agile Framework ServiceNow provides plugins that support two different configurations of
(SAFe) SAFe: Essential SAFe and Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin
(com.snc.sdlc.safe) if you have the admin role. This plugin provides the
features of Essential SAFe only.
• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin
(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin
provides the features of both Essential SAFe and Portfolio SAFe.
Service Mapping Service Mapping is available under the ITOM Visibility subscription and
requires activation by ServiceNow personnel.
The following plugins are activated automatically when the Service
Mapping plugin (com.snc.service-mapping) is activated:
• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping
(com.snc.service-mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-
watch)
Service Portal Service Portal is active by default on new instances. For upgraded
instances, activate the Service Portal for Enterprise Service Management
plugin (com.glide.service-portal.esm) if you have the admin role.
Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see
Content Management and Service Portal.
Service Portfolio Service Portfolio Management Core is active by default for ITSM SKUs
Management and adds the Service Offering table [service_offering] to Configuration
Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you
have the admin role:
• The Service Portfolio Management - Foundation plugin
(com.snc.service_portfolio) provides base-system functionality for
Service Portfolio Management. It enables your organization to
document portfolios, taxonomies, services, and service offerings using a
standardized, structured format. This plugin includes demo data.
• The SPM Taxonomy Content Pack plugin (com.snc.spm.content)
provides a sample Service Portfolio Management taxonomy for faster
implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin
(com.snc.service_portfolio.sla) adds SLA commitment support to
Service Portfolio Management. This plugin includes demo data.
Skills Management The Skills Management application is activated when you enable the Skills
Management (com.snc.skills_management) plugin.
Time Card You can activate the Time Card Management plugin (com.snc.time_card)
if you have the admin role.
The Time Card Management plugin is activated when you
activate the Project Portfolio Suite with Financials plugin
(com.snc.financial_planning_pmo).
Virtual Agent Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate
the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the
admin role. This plugin automatically activates other necessary plugins if
they are not already active. You can activate this plugin only if you have a
subscription to Virtual Agent.
Additional requirements
Delegated • Enable the system properties to display the update set deployment
development and permissions. See Display or hide update set deployment permissions.
deployment
Finance Close The integration of FCA with your ERP system requires an installed and
Automation configured MID Server in your ServiceNow instance. This MID Server
integration is required only for an ERP integration that uses SOAP services.
Browser requirements
Several products have specific browser requirements. Review this information to ensure you are
using the correct browsers and browser versions.
API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.
Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.
Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.
Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.
Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.
Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.
Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.
Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.
Accessibility information
Communities Communities conforms to WCAG-AA, starting with the New York release.
Customer Service Customer Service Management conforms to WCAG-AA, starting with the
Management New York release.
MID Server The following accessibility improvements were made to MID Server Guided
Setup.
• Improved screen reader accessibility:
• Alternative text to images
• Labels to form elements
• Descriptions of all text boxes
• Error messages
• Improved tab focus: Tab focus only goes over enabled items.
Natural Language All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and
Understanding screen reader support. Accessibility details for NLU utterances and entity
annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words
in the utterance. Pressing the Space or Enter key on a word opens the
picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item
in the left panel of the picker.
• For the first listed entity in the picker, the Right arrow selects the first item
in the next panel to the right.
• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to
the first item in the next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word
and extends the selection range with the Shift + arrow keys.
Service Mapping Service Mapping supports Web Content Accessibility Guidelines (WCAG)
2.0 level AA for all tasks performed on service maps in the View and Edit
modes. User interface elements have enhancements that make them
accessible to screen readers.
Service Owner Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both
Workspace users and administrators.
Localization information
Some products may have specific localization requirements or behavior in New York.
Application or feature Details
Natural Language Natural Language Understanding is only available in the English language.
Understanding
Predictive Intelligence You can specify international languages for processing in both
classification and similarity solution definition forms. All languages you
choose in these forms are applied and persist during solution training and
prediction.
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.
Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Targets are subject to change prior to patching. Target versions change only if absolutely
necessary.
Available versions
• Available: Any user can upgrade to the version. "Available" versions will appear on the Instance
Upgrade Management Dashboard.
ServiceNow QPP targets and patches are immediately available. Users do not need to request
an entitlement to schedule an upgrade to these versions.
• Available by request: Contact ServiceNow Customer Support for approval to upgrade to the
version.
• Unavailable: The release version is not available.
MetricBase releases
Mobile versions
For the latest iOS and Android mobile application release notes, refer to KB0598602.
For available ODBC release notes that are not yet listed below, refer to KB0540707.
The ODBC Driver patch release notes contain problem fixes for supported and legacy ODBC
Driver patch versions.
For the latest Password Reset Windows Application release notes, refer to KB0598975.
Build information:
Build date: 09-05-2019_1536
Build tag: glide-newyork-06-26-2019__patch1-hotfix1-09-04-2019
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.
Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Fixed problems
Knowledge Reset the The valid_to field on the 1. Navigate to Knowledge > Articles >
Management valid_to date on kb_knowledge (and the Create New.
existing articles article template tables)
PRB1353174 and preserve indicates the date until 2. Populate required fields and save the
validity beyond which the article is valid. article.
Jan 1, 2020 The default value for this 3. Verify the valid_to date value. It is set
field is currently set to to 01/01/2020.
'01/01/2020', which needs
to be updated.
Knowledge Whenever a
Management new knowledge
submission
PRB1359504 is created,
the valid_to is
defaulted to
2020-01-01
Fixes included
Unless any exceptions are noted, you can safely upgrade to this release version from any of the
versions listed below. These prior versions contain PRB fixes that are also included with this release.
Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.
• New York Patch 1
• New York security and notable fixes
• All other New York fixes
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.
Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Security-related fixes
New York Patch 1 includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now Platform®. We recommend that customers upgrade to this release for
the most secure and up-to-date features. For more details on security problems fixed in New York
Patch 1, refer to KB0759084.
Notable fixes
The following problems and their fixes are ordered by potential impact to customers, starting with
the most significant fixes.
Problem Short Description Steps to reproduce
description
Service The 'Required An error appears in the Refer to the listed Known Error KB article for
Catalog: information' console panel, and the details.
Service section is empty 'Required information'
Portal when the title section is empty.
Widgets of the variable
set is the same
PRB1304513 as the name of
KB0720638 a mandatory
variable
The
Asynchronous If users navigate away 1. Open two windows with different users
Message Asynchronous from Safari to another and start a chat.
Bus Message app such as Messages or
Bus (AMB) JS Email and then back to 2. Disconnect the internet for more than
PRB1349642 client does not Safari after a minute, the 30 seconds.
KB0754314 correctly re- AMB will not be correctly 3. Reconnect the internet.
subscribe to connected and new
channels after a messages will not show. 4. Try resuming the chat between the
disconnect two users.
Agent The machine- Refer to the listed Known Error KB article for
Intelligence learning details.
prediction
PRB1353565 'mlpredictor'
KB0755722 does not point
to the correct
URL
Agent Workspace
Workspace doesn't load
and generates
PRB1356993 console errors
App Client The sys_app The sys_app form is Refer to the listed Known Error KB article for
UI form is missing missing annotations for details.
annotations Application Scoping,
PRB1352378 for Application Design and Runtime, etc.
KB0755213 Scoping that provide users with
- Design - insight into the purpose
Runtime of the record fields.
information on
the record fields
AWA: The work item 1. Activate and load the demo data
Routing state is not for the Walk-up Experience plugin
and updated when (com.snc.walkup).
Assignment the interaction
is manually 2. Navigate to Advanced Work
PRB1351886 unassigned and Assignment > Presence States.
in the new state 3. Open the Available state.
4. Add a walk-up to the service channel
and enable the active flag.
5. Create a sys_user with the
sn_walkup.walkup_technician role.
6. Add this sys_user to one of the demo
data assignment groups (either San
Diego Tech Lounge or Santa Clara
Tech Lounge).
7. Impersonate the walk-up user.
8. Navigate to Walk-up Experience >
Walk-up Portal.
9. Select a location.
10. Click Check-in and fill out the form.
11. Impersonate the user with the
walkup_technician role and open
Agent Workspace.
12. Set the status to 'Available'.
The work item for the interaction
should appear in the inbox.
13. Accept the interaction.
14. Click the ellipses icon and click the Re-
queue UI action.
15. In another window, navigate to the
awa_work_item list.
The work item for the interaction
should have a state of 'Accepted'.
After five minutes, the interaction state
should be reset from 'On Hold' to 'New'.
Chat Random URL When creating or Refer to the listed Known Error KB article for
links show in the handling a case through details.
PRB1351761 workspace chat the live agent chat,
KB0755208 window extra random URLs
are generated in the
requestor workspace
chat window.
Cloud Remove
Insights the cyclic
dependency
PRB1352885 associated
with the object
instantiation
to make the
sysID cache
accessible to
corresponding
instances
Cloud Semaphore
Management exhausted and
Application high instance
response
PRB1342475 time due to
the frequent
execution of the
job 'Fill in tag
assignments'
Customer Performance
Service issue with event
Management processing: PCR
propagation to
PRB1353491 child cases for
MOT use cases
Customer UI Policies
Service added in
Management Proactive
Operations
PRB1355235 plugin which
hides a
few fields
(state, alert,
description) in
Case view
Discovery The 'SNMP - Run discovery on any BGP router and see
Routing' probe that 'SNMP - routing' is being triggered.
PRB1348746 launched for
KB0754866 BGP routers
causes out of
memory errors
on the MID
Server
Discovery The error After upgrading to Refer to the listed Known Error KB article for
'ReferenceError: New York, the error details.
PRB1352772 "gs" is not 'ReferenceError: "gs" is not
KB0755222 defined.' defined.' appears in the
appears after logs when running the
running the discovery.
discovery
Email The legacy When ACLs are present 1. Make sure that
notification which restrict the visibility glide.notification.preference.ui.enabled
PRB1353216 preferences of a notification, the is set to 'false'.
page does not legacy notification
load preferences page does 2. Create an ACL that prevents the
not load. However, the visibility to a particular subset of the
current UI16 version of notifications.
the preferences does 3. Impersonate a non-admin user.
load and works.
4. Navigate to the user profile and click
the notification preferences.
Flow Editing nested When chaining nested 1. Create and publish a subflow S2 that
Designer subflows results subflows, editing a logs 'hello'.
in incomplete subflow causes the
PRB1350707 reporting flow report to show the 2. Create and publish a subflow S1 that
nested subflow as not logs 'hello' and then calls S2.
run. 3. Create and activate a flow F1 that
calls S1.
4. Use the Test button to run F1.
5. Edit S1 so that it logs 'hello2'.
6. Edit S2 so that it logs 'hello2'.
7. Use the Test button to run F1.
Flow The output Within the Do the 1. Navigate to Flow Designer and create
Designer choice list for following until flow logic a flow.
the Ask For condition builder, if
PRB1351742 Approval action the until condition is 2. Add the Incident Created trigger.
disappears configured to use the 3. Add the Do the following until flow
when the flow is output of the Ask For logic and click Done.
published Approval action in the
DoUntil loop, the user is 4. Add the Ask For Approval action to the
unable to load the Ops DoUntil loop with the following settings:
view when the flow is in • Record: Trigger->Incident Record
the waiting state. The • Approve when Anyone approves:
page is hanging and Trigger->Incident Record->Caller
the console shows an
error. Also, after the flow
is activated, the drop- 5. Click the until link and configure:
down list of the Approval • Condition 1: [1.1->Approval State]
State is empty. is Approved (Notice that the drop-
down list is available when the flow
is created.)
Flow The
Designer 'ProcessAutomationException'
error occurs
PRB1352598 when trying
to invoke the
Zoom actions
programmatically
using the
FlowAPI
Remove the
IntegrationHub
'Deprecated'
PRB1352558 tag from the
IntegrationHub
runtime plugin
name
MID Server The MID 1. Download the MID to Linux OS that has
installed as systemd (check for /etc/systemd).
PRB1353544 a daemon
with systemd 2. Install the MID with sh agent/bin/
is unable to mid.sh install.
start after the 3. Start the MID with sh agent/bin/mid.sh
update start (just sh start.sh also works).
Notice that there should be a
mid.service in /etc/systemd/system.
4. Upgrade the MID via:
a. pinning the MID to another version
and clicking Update MID in the
related links.
b. pointing the MID to another
instance and restarting the MID.
Mobile Some
Backend records are
(non- skipped when
classic) paginating
PRB1350648
Mobile Hidden master The Madrid migration 1. In Madrid, create a custom master
Backend detail screens transforms master detail detail screen which is hidden.
(non- are transformed screens into a list screen
into visible list and a form screen. If 2. Upgrade the instance to New York.
classic)
screens the master detail screen 3. Open Mobile Studio.
PRB1351288 is marked as hidden,
the resultant list screen 4. Find the master detail screen in the list
should not be visible in of applets and open it.
the corresponding icon 5. Click Upgrade in the pop-up window.
section, but currently it is.
Mobile If Applet
Studio Launcher
(non- UI section is
classic) added and
section type
PRB1350770 = Item, non-
list applets are
returned in
the List applet
dropdown
NotifyNow Recommended
list in Initiate
PRB1354244 Conference
Call Modal
does not have
the email id
Patterns Test Account The refresh sub account Prerequisite: Configure an AWS Master
throws an API is failing to refresh Service Account with more than 20
PRB1343622 error for AWS subordinate accounts associated accounts on the cloud
KB0754945 master service under the master configuration UI. Select validated account
accounts and account, which causes and note that only service accounts are
patterns do not the Test Account button listed.
display more to throw an error.
than 20 service 1. Navigate to the home page.
accounts 2. Add Master Account credentials.
3. Click Test Account.
PerformanceThe New This happens when 1. Open an existing spotlight group in the
Analytics Name field is users select any of IE11 browser.
not shown to the following name
PRB1352125 users in the preferences: 'Use a new 2. Click Copy to Breakdown Element or
IE11 browser Spotlight group name' Copy to Domain.
when users 'Add element name to 3. Select the name preference as 'Use a
select a name new name as prefix'/'Add new Spotlight group name'.
preference domain name to new
other than name as prefix' 'Add 4. Check the New Name field.
'Keep the element name to new
source Spotlight name as suffix'/'Add Notice that the New Name field is not
group name' domain name to new shown to the user.
name as suffix'.
Persistence ElementDescriptorData
The
objects are not TableDescriptorCache
PRB1353827 deduplicated memory usage
as expected may be higher than
expected because the
ElementDescriptorData
deduplication is not
working correctly.
Predictive Multiple ML
Intelligence trainer records
are added
PRB1352985 when multiple
runtime NLU
models are
imported
from different
instances
Service For the multi-row For the multi-row variable 1. On the incident form, add the
Catalog: variable set, the set with a date field in it, 'Incident Variable Editor' UI macro on
Service date field shows if the record producer is the form layout.
Portal today's date submitted with a date
Widgets on a produced with a format other than 2. Navigate to the sc_cat_item_producer
record with the yyyy-MM-dd, the date table.
PRB1353010 com_glideapp_questionset_
variable shows today's 3. Open the entry for 'Create Incident'.
default_question_editor
date instead of the
macro date selected by the 4. Create a multi-row variable set on this.
user. This happens to 5. Create a date variable on the variable
the form that uses the set.
com_glideapp_questionset_default
_question_editor UI 6. Change the system date preference
macro in the formatter. to dd/MM/yyyy.
7. Navigate to Service Portal and open
the 'Create Incident'.
8. Select the date as any future date or
past date but not today's date.
9. Submit the record producer.
10. Come to the native UI and search for
the incident.
SIAM & If the Vendor 1. Install the VMW plugin and the Vendor
Vendor Performance Performance plugin.
Management plugin is
installed along 2. Log in with the Vendor Manager role.
PRB1352810 with the VMW
3. Navigate to Vendors and click any
plugin, vendor vendor.
managers
cannot edit
vendor fields All the fields are read only for vendor
managers once the Vendor Performance
plugin is installed.
Usage Per-User
Analytics subscriptions
need to display
PRB1352350 a message
indicating that
the user should
allocate users
to Per-User
subscriptions
VA- De-activating
Designer and re-
activating a
PRB1355182 setup topic add
it to the topics
list for requestors
VA- VA designer
Designer window doesn't
show the
PRB1355569 associated NLU
model and the
intent with it
Web Attaching a Users cannot attach a 1. Access an instance via the custom
Services knowledge knowledge article to URL.
article to a a case (or any other
PRB1353971 case does not record). Clicking the 2. Open a case in Agent Workspace.
work in Agent 'Attach' button does not 3. Click Agent Assist to show related
Workspace with cause any action. knowledge articles.
the custom URL
4. Click the three dots icon and then
click Attach.
Web Complex
Services object creation
for top-level
PRB1354008 primitive arrays
is incorrect
Workflow Remove
unnecessary log
PRB1351107 messages
Activate a language
I18N: Korean Translations (available)
I18N: Norwegian Translations (new)
I18N: Swedish Translations (new)
Fixes included
Unless any exceptions are noted, you can safely upgrade to this release version from any of the
versions listed below. These prior versions contain PRB fixes that are also included with this release.
Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.
• New York security and notable fixes
• All other New York fixes
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.
Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Security-related fixes
New York includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now Platform®. We recommend that customers upgrade to this release for
the most secure and up-to-date features. For more details on security problems fixed in New York,
refer to KB0754195.
The following problems and their fixes are ordered by potential impact to customers, starting with
the most significant fixes.
List v2 In List v2, On related lists in List v2, 1. Log in to a base system where this
related list and if User A personalizes issue is occurring.
PRB570571 embedded list the related list, User B
personalizations can see the change. 2. Add the same set of roles to two
KB0522575
are not working, However, if User B tries to different users.
and the related reset to default, it does For more information, see the product
list layout is not allow this. In addition, documentation topic Assign a role to a
cached against forms and related lists are user.
the user role cached per the user role.
instead of the When User A personalizes 3. As User A, configure the list layout.
individual user the related list on a form, For more information, see the product
all other users with the documentation topic Configure the list
User A role can see the layout.
personalized form.
4. As User B, navigate to the same list.
Import / The features Refer to the listed Known Error KB article for
Export 'Test details.
connection'
PRB1331240 and 'Browse' in
KB0743756 LDAP can time
out, and the
LDAP monitor
may show the
connection
status as 'Not
Connected'
Email The scripted Performing scripted 1. Define an Email Client Template with
evaluation of evaluation of the To, Cc, the following values:
PRB1321771 the To, Cc, Bcc, Bcc, From, and Reply
• Table: incident
KB0722879 From, and Reply to values in the email
to values in the client template or email • Any one of To, Cc, Bcc, Reply to,
email client client does not execute From (London and Kingston) fields:
template does correctly. In some
not work cases, it displays 'Invalid javascript: (function()
function definition'. {
return
'test.user@example.com';
}());
javascript:
gs.getProperty('glide.email.username'
Service Assigning the Refer to the listed Known Error KB article for
Catalog variable to details.
null causes
PRB1335246 java.lang.
KB0748703 NullPointerException
and can result
in variables not
displayed on
lists/reports
Reporting Accessing a Accessing the results 1. Navigate to Reports > View/Run >
public report of a public report from Create a Report.
PRB1204046 of the type the type 'List' causes
2. Create a report from the incident
KB0656974 'List' deletes the default record from
the default the sys_ui_list table to table with the type 'List'.
record of the be deleted. Any list 3. Click Save.
report table layout configured by
from sys_ui_list, the administrator is lost. 4. Click the drop-down next to Save to
causing the In addition, a record is click Publish and Copy Public URL.
default list for a created by the guest 5. Open an incognito window to make
table to revert user on the sys_ui_list sure there are no active sessions in the
to its system- table with an empty system.
generated 'View' field.
version 6. View the URL copied in Step 4 and
close the browser.
7. Refresh the list from Step 3.
Knowledge Non-admin The issue is identified 1. Verify if the instance has any ACLs that
Management users are unable when migrating from satisfy the following filter condition:
to see some Knowledge v2 to v3. It
PRB1323922 knowledge can cause permission a. Navigate to https://
<instance_name>/
KB0724514 fields or unable issues for non-admin
to make some users on some of the sys_security_acl_list.do (or Access
changes in the kb_knowledge fields control list from Navigator menu)
knowledge depending on the b. Add the following filter condition
article after field level ACLs on for the list view:
migrating to kb_knowledge. Here are
Knowledge V3 two symptoms: • Name "starts with" "kb_"
• Description "contains" "ACL
• Non-admin users has been created by the
are unable to see Knowledge Management V3"
some fields in the
• Advanced "is" "true"
knowledge list or
form. • If any record exists, verify if
any ACL contains script in the
• Non-admin users
following pattern:
are unable to make
changes to the • new
knowledge record. KBKnowledge().canRead/
canWrite/canCreate/
canDelete (without answer
=)
Platform When users Users experience Refer to the listed Known Error KB article for
Performancehave a large slowness after logging in details.
number of open when they have a large
PRB1274858 chats, they number of open chats.
KB0717049 experience This may vary from 5 to
slowness after 10 seconds of delay to 1
logging in or 2 minutes depending
on the number of chat
records.
Service Slow 'discovery. The processing Refer to the listed Known Error KB article for
Mapping device.complete' of Discovery's details.
event 'discovery.device.
PRB1319185 processing, due complete' events is slow
KB0720648 to checkSwitch for certain devices. This
function in can cause a general
VMLayer2ConnectionStrategy
instance performance
issue if they cause a
hold-up or slowdown of
event processing.
Upgrade Navigator The navigator is blank Refer to the listed Known Error KB article for
Engine missing due to after upgrading from details.
Issues upgrade an instance where the
Templated Snippets
PRB1333005 plugin is active.
KB0749551
MID Server Discovery Shazzam Probe gets Refer to the listed Known Error KB article for
Schedules end stuck on HTTPS scanner, details.
PRB1320230 up 'Canceled' blocking all other worker
KB0720860 because all MID standard threads.
Server threads
are blocked by
Shazzam and
DNS probes,
due to HTTPS
port probes
getting stuck
Service Service Portal When users have a 1. Create a catalog item (optional).
Portal only accepts different date format
the 'yyyy- other than 'yyyy-MM-dd', 2. Create a variable in it as the type of
PRB1332227 MM-dd' date any UI policy for past and date with the name start_date.
KB0747365 format and the future date validations 3. Create a UI policy with the following
'HH:mm:ss' time fails in Service Portal. condition:
format to trigger
the UI policy When to run : [start_date]
[before] [today]
Run Script : True
Execute If true:
function onCondition() {
alert('true case: before
today');
}
SkyNow An error When users access Refer to the listed Known Error KB article for
Mobile - occurs on the the activity stream on details.
Backend ServiceNow the ServiceNow Agent
Agent mobile mobile app, an error
PRB1332524 app when users occurs if there are 'Sent/
KB0744545 access the Received Emails' entries.
activity stream
Forms and When users Attachments in Microsoft 1. Open a pre-Madrid instance using the
Fields download an Edge (found on 42.171) MS Edge browser (Windows 10).
attachment are downloaded as
PRB1281582 using Microsoft sys_attachment.do 2. Navigate to an incident form.
KB0714660 Edge, the instead of their correct 3. Upload a properly named file as an
message at names and extensions. attachment.
the bottom Once the file is
of the page downloaded, it is saved 4. Attempt to download the file.
calls the file as 'sys_attachment.do'. Notice that regardless of the attached
'sys_attachment' Due to this, the file file name, the prompt at the bottom of
instead of its cannot be opened in the the page shows 'What do you want to
actual filename system, and the name do with 'sys_attachment.png''.
and the extension have
to be changed manually 5. Navigate to any record that has an
to access them. attachment.
6. Download the attachment.
You will get a pop-up window to save
the document 'sys_attachment.do'.
7. Navigate to the folder where the
attachment is saved.
Email SLAs are not The task_sla is not Refer to the listed Known Error KB article for
attached attached when a task is details.
PRB1329356 automatically created from an inbound
KB0744354 when an email action even though the
comes in and a start condition matched
ticket is created the SLA definition. It only
gets attached when an
update is made on the
task.
Service The date The date picker doesn't Refer to the listed Known Error KB article for
Portal picker for the close even after details.
glide_date choosing a date and
PRB1318204 field does not users have to click
KB0725005 automatically outside for the date
close when picker to close.
selecting a date
Forms and The 'Personalize Users cannot close the Refer to the listed Known Error KB article for
Fields Form' and 'More 'Personalize Form' and details.
options' pop-up 'More options' pop-up
PRB1318042 lists cannot be lists by clicking the icons
KB0744640 closed again or clicking outside
the lists.
Lists Non-admin When users personalize a Refer to the listed Known Error KB article for
users can list, if they click OK before details.
PRB1326698 create global the list selections load
KB0726464 lists with the and the value '--' is the
available only value present on the
fields in the right, a new global list will
alphabetical be created and is visible
order when for all users.
personalizing
the list layout
Templates In a template, If the glide list field uses a Refer to the listed Known Error KB article for
setting a glide choice list and does not details.
PRB1114486 list type field reference a table, users
KB0696752 with choice cannot select any value
values results in the template. It shows
in a 'not found' the standard reference
pop-up with list modal with a broken
a null URL URL.
(null_list.do)
Lists The system Refer to the listed Known Error KB article for
generates details.
PRB1322353 'loadRow failure'
KB0726343 warnings when
users execute
certain lists
for the first
time after the
upgrade
Service The following Refer to the listed Known Error KB article for
Portal error occurs details.
when opening
PRB1250935 a non-form
KB0749086 Service Portal
page: 'Unable
to submit form,
g_form is not
defined. A valid
form must be
open before
setting values'
Event During the Refer to the listed Known Error KB article for
Management upgrade from details.
Kingston to
PRB1258563 London, if
KB0714146 the Event
Management
plugin is
activated, there
can be skipped
errors related to
sys_hub_action_type_definition
files
Service Variable with No values are displayed 1. Create a reference type catalog
Catalog a tree picker for a Reference variable.
attribute doesn't catalog variable
PRB1321520 show any results when the variable a. Choose the reference as
'Category [sc_category]'.
KB0723666 if a reference has 'tree_picker=true'
qualifier is attribute. b. Reference Qualifier: Simple
applied
c. Reference Qualifier Condition:
'Active' 'is' 'True'.
Forms and The correct After the sys_popup 1. Navigate to the incident_list record.
Fields sys_popup view configuration, the
view is not customized sys_popup 2. Configure the sys_popup view for
PRB1326749 displayed for view is not displayed sys_user.
KB0749057 the reference when users click the 3. Navigate to any existing incident (the
fields after the reference fields icon to default view) and click the Assigned To
configuration preview the record. It reference icon.
only works when the form
is in the default view. The sys_popup view of the sys_user
view appears.
4. Change the incident to the Major
Incidents view and click the Assigned
To reference icon.
Lists 'Omit new Refer to the listed Known Error KB article for
condition' does details.
PRB944753 not work
KB0696749
Persistence String fields Emojis are supported Refer to the listed Known Error KB article for
are truncated by the String (Full UTF-8) details.
PRB1289739 when an emoji type. If an emoji is used
KB0696765 is inserted in the regular String type,
the string is truncated.
Email Quick messages Quick messages do not 1. Create a table in a quick message
do not render render accurately in the that has two rows and one column.
PRB1327655 accurately in email client template.
2. In the first row, type Thank you for
KB0746840 the email client The <div> tags are
template inserted around the new replying to this email. in
line characters. one line and We will get back
to you soon enough. in another
line.
3. In the second row, type Regards, in
one line followed by the name of the
agent in another line.
4. Open an existing case record or
create a case.
5. Click the Email button in the upper
right tab of the case form.
6. Select the quick message you just
created.
Discovery The Discovery The 'discovery_device 1. Have a network switch or other CI with
schedule _history' records are multiple IP addresses on one device.
PRB1319717 cannot progress deleted for devices with
2. Include the network switch in a
KB0722882 if it encounters multiple IPs. As a result,
a device with the Discovery schedule Discovery schedule.
multiple IP fails to complete during 3. Run the Discovery schedule.
addresses the execution.
MID Server The MID Server The batch file for 1. Install a MID Server using the installer,
'start.bat' fails starting a MID Server and start it.
PRB1330396 to check if ('start.bat') attempts to
2. Edit the agent/conf/wrapper-
KB0743123 a Windows create a new service
Service already for the service name override.conf file to change the value
exists for the given in the wrapper- of the wrapper.name parameter
installation override.conf file, if it (perhaps to the default 'snc_mid'
folder before doesn't already exist. Windows Service name).
creating It does not first check 3. Run start.bat.
another service if there is already an
existing Windows Service
with a different service Notice that now you have two Windows
name for the same Services with the same display name and
installation agent folder. both running for the same MID Server
installation folder.
Change The risk is not When the Change If you are using the original Change
Management evaluated Management - Risk Management - Risk Assessment [Legacy]
Risk for Change Assessment plugin is plugin (com.snc.change.risk_assessment):
Assessment Management - activated and there are
Risk Assessment no active risk conditions, 1. Set all risk conditions to be inactive.
PRB1331270 when there are the risk is not evaluated. 2. Create a change request with the
KB0743775 no active risk The following message category Hardware and the risk set to
conditions appears: 'No matching High.
Risk Conditions - Risk and
Impact unchanged'. 3. Fill out the risk assessment and set the
last option for every question.
4. Submit.
Discovery The PowerShell Windows Discovery takes Refer to the listed Known Error KB article for
script queries a long time to complete details.
PRB1308592 the registry and has errors such as
KB0744972 slowly when 'PowershellProcessRunner
running was interrupted to
'Windows complete in 600 seconds'
Classify' and in the classification
'Installed phase.
Software'
Service Labels are not Refer to the listed Known Error KB article for
Catalog: displayed for details.
Service the check box
Portal in Service Portal
Widgets
PRB1312685
KB0715811
Automated Users with the Users with the 1. Activate the Explicit Roles plugin.
Test snc_internal or snc_internal or the
2. Confirm that the user Abel Tuter only
Framework the snc_external snc_external role do
role do not not have access to has the snc_internal role.
PRB1334120 have access to VariableQueryParser and
3. Create an ATF test.
KB0748489 VariableQueryParser
ATFQueryParseAjax script
and ATFQuery includes, preventing the 4. Add the following test steps:
ParseAjax script 'Set the variable values' a. Impersonate Abel Tutor.
includes test step from working in
ATF. b. Search for a catalog item using
the search term Laptop, and
confirm that the search returns
'Developer Laptop (Map)'.
c. Open the catalog item Developer
Laptop (Mac).
d. Set the variable values as follows:
• Adobe Acrobat: true
• Additional software
requirements: false
Change CAB When a dot-walked field Refer to the listed Known Error KB article for
Management Workbench is added to the CAB details.
Change Workbench Change
PRB1321374 Request Request form view, the
KB0723621 form does field value does not
not support display correctly in the
dot-walked CAB Workbench. The
fields, which error 'Cannot read .value
causes the of undefined' is displayed
error message in the JavaScript
'Cannot console.
read .value
of undefined
(task[fieldName].value)'
MID Server Windows When the MID Server is Refer to the listed Known Error KB article for
Discovery configured to use WMI, details.
PRB1328998 Probes that
when a Discovery Probe
KB0727945 use Powershell that tries to execute a
Remote Powershell script on the
Execution target, script execution
framework may may be blocked by the
be blocked target's ExecutionPolicy
from executing settings. For short scripts,
Powershell the script does not need
scripts on the to be copied to the
target target and invoked
through Powershell, so
short scripts should be
able to be run without
requiring changes to
ExecutionPolicy on the
target.
Additionally, anti-
viruses may block
the script execution.
The Powershell
command is run with
EncodedCommand to
encode the parameters
with MD5, and that
is seen as potentially
malicious by Anti-Virus
software, including
Crowdstrike. This is in
addition to using the
$admin share and
executing from the Temp
folder, which can also
be considered indicators
of potentially malicious
code. This is a false
positive, but will prevent
that probe from running.
Activity The 'Show More' The journal field on Refer to the listed Known Error KB article for
Stream option is not the Visual Task Board is details.
visible in the truncated and does not
PRB1317990 Visual Task display the 'Show More'
KB0745578 Board (VTB) option.
if there is a
numbered list
Activity A warning
Stream message is
displayed in the
PRB1324741 log table for the
user preference
'glide.ui.sys_user
_group.stream_input'
Automated ATF tests The wait mechanism gets Refer to the listed Known Error KB article for
Test run slowly stuck and the test fails details.
Framework taking several due to the timeout.
minutes, and
PRB1320878 the message
KB0743737 'Waiting up to
60 seconds for
page to be
calm' displays
while processing
Chat In UI15, When users use Connect Refer to the listed Known Error KB article for
Connect Chat Chat in UI15, the details.
PRB1282088 conversations messages between users
KB0714805 do not show do not appear in the
new messages chat window.
or the message
history
Cloud When Cloud When Cloud Discovery Refer to the listed Known Error KB article for
Management Discovery runs, runs, the system log table details.
Application error messages is flooded with this error:
appear in the 'Failure occurred while
PRB1321557 system log table scrubbing logs returning
KB0722349 the recieved input.: no
thrown error'.
Condition When filtering When a created/ Refer to the listed Known Error KB article for
Builder a list on date updated filter is applied details.
fields and string on date fields in a list,
PRB1318504 text columns at if any additional string
KB0723683 the same time, field is added to the
the date filter is filter with the column
removed from search, the original date
the list condition filter is removed and not
builder applied in the search.
Core Large static If the static content 1. Find a large image attachment.
Platform content can being fetched is large
cause memory and is allowed via 2. Grab the sys_id of the attachment.
PRB1250818 issues glide.servlet. static_ 3. Add the attachment's sys_id in a URL,
KB0749619 content_types, it can and append it with '.iix', or something
trigger out of memory as follows: /<sys_attachment sys_id>.iix.
during scaling.
Core The 'Syntax Filter condition based on 1. Make sure that the List v3 plugin is
Platform Error or Access related list on cmdb_ci active.
Rule Violation returns no results and
PRB1255228 detected by causes an error 'Syntax 2. Navigate to cmdb_ci.LIST.
KB0687020 database' error Error or Access Rule 3. Apply a filter condition with the
occurs when Violation detected by following details in Related List
having a filter database'. Conditions:
condition based
on related list on • Table: Certification Element >
cmdb_ci Configuration Item
• State is Pending
4. Click Run.
Core The Document Refer to the listed Known Error KB article for
Platform Viewer plugin is details.
not working
PRB1259193
KB0683250
Core SessionMetricStatsListener
SessionMetricStatsListener
Platform can hold on to can hold on to a large
a large number number of references
PRB1288223 of references if session debugging is
if session enabled and if many
debugging is query, script, transaction
enabled and or other tracked patterns
left running over are captured as part
time of a transaction session
debugging.
Core The actual class In London, the class field Refer to the listed Known Error KB article for
Platform of a CI appears (sys_class_name) drop- details.
twice in the down for CMDB child
PRB1317902 drop-down of tables shows a duplicate
KB0722899 a CI form from entry for the existing class
London incorrectly.
Core GlideElementSysClassName.setDisplayValue
Platform inefficiently
loads and
PRB1322294 compares
the label
information for
large hierarchies
Core The trigger type The trigger type value Refer to the listed Known Error KB article for
Platform for a scheduled is updated incorrectly details.
job is updated for sys_trigger records,
PRB1325834 incorrectly which leads to repeat
KB0744604 due to a race jobs being either deleted
condition or executed at the
incorrect interval.
Customer Users with Refer to the listed Known Error KB article for
Service CSM roles details.
Management have restricted
access to any
PRB1326957
CSM extended
KB0727672 tables
Dashboards The pop-up If the Dashboards/ Refer to the listed Known Error KB article for
and Home editing window Homepage widget has details.
Pages appears at a scroll bar, the pop-up
the bottom editing window appears
PRB1241182 of the page at the bottom of the
KB0717353 when users page when users edit
edit fields in a fields in the widget.
Dashboards/
Homepage
widget
Dashboards The interactive When a report on a Refer to the listed Known Error KB article for
and Home filter creates a dashboard uses an details.
Pages long URL that interactive filter that
sometimes has the option 'Apply to
PRB1321988 exceeds both database views
KB0744918 the browser and tables' selected, the
limitation, URL that is generated
producing a when users drill down
blank page a report will have the
error 'HTTP 'filter condition' string
ERROR 400' appended multiple
times.
Database The missing Refer to the listed Known Error KB article for
Indexes index on details.
sys_rollback_
PRB1302718 incremental.txn_id
KB0727160 causes slow
performance
during the
rollback
Delegated For users Refer to the listed Known Error KB article for
Developmentwith the details.
delegated_developer
PRB1319914 role, they
KB0727863 can only see
'undefined'
instead of
the available
update sets in
the update set
picker
Delegated Users with the Refer to the listed Known Error KB article for
Developmentdelegated_developer details.
role that
PRB1332095 otherwise pass
KB0749185 the 'create'
ACL rules on
sys_update_set
are not able
to create new
update sets
Discovery When a server The Windows Storage Refer to the listed Known Error KB article for
is discovered sensor shows the error details.
PRB1189849 with a Windows 'WMI Disk Drive not found
KB0728383 2016 OS, the CIs for Disk'. The Discovery
are discovered log may show 'Sensor
but the storage error when processing
devices and file Windows - Storage 2012:
systems info are WMI Disk Drive not found
not populated for Diskundefined'.
Discovery Help the Help The ECC queue records Refer to the listed Known Error KB article for
Desk creates created by the Help details.
PRB1294994 an empty the Help Desk script are
KB0743631 computer not processed if the
CI if glide. Discovery property glide.
discovery.hostname.
discovery.hostname.
include_domain include_domain is true.
is true, and A new computer CI is
leaves the ECC created but with no
input in the details. The WMILoader
Ready state ECC queue input
remains in the Ready
state.
Discovery Network
adapter/IP
PRB1316422 address records
get deleted in
devices with
multiple NIC's
with the same
MAC address
Discovery When Windows Refer to the listed Known Error KB article for
Server 2019 is details.
PRB1318561 discovered, it
KB0719785 is incorrectly
classified as
a Computer
CI instead of
the Windows
Server CI, and
the Hyper-V
discovery does
not happen
Discovery When the Cisco Refer to the listed Known Error KB article for
switch discovery details.
PRB1320970 is aborted
KB0746795 because of the
HSRP VIP used
in the process, it
is logged as an
error
Discovery Discovery may Refer to the listed Known Error KB article for
fail to create details.
PRB1323765 unique CIs for
KB0743843 ESX servers if
they share the
same serial
number
Discovery The SNMP - The SNMP - Classify Refer to the listed Known Error KB article for
Classify and and SNMP - Identity details.
PRB674382 SNMP - Identity Information probes
KB0727872 probes include include various scalar
OIDs that are and table OIDs that are
not used by the not used by their sensors.
sensors
Document Rename the Document Viewer is not Refer to the listed Known Error KB article for
Viewer 'css' folder to working as expected. details.
'styles'
PRB1338624
KB0747506
Forms and The glide_list Refer to the listed Known Error KB article for
Fields field type details.
with choices
PRB1240707 configured
KB0718483 shows the value
of the choices
in the list instead
of the label of
the choices
Forms and Form Layout Refer to the listed Known Error KB article for
Fields allows users details.
to create
PRB1265189 duplicate
KB0717321 fields by the
database
column
name without
throwing any
error
3. Navigate to /sp?id=form&t
=incident&sys_id=-1.
Forms and When the 1. Open any problem record, and click
Fields Reference to the tab Reference to incident.
incident tab is
PRB1323877 selected and 2. Deactivate.
KB0750095 focused, the 3. Open an open problem record.
initial display of
the form is not 4. Using the browser developer
set to the top of tools, execute the following:
the page g_form.setReadOnly('u_incident_number.
u_internal_impacted_department',true);.
Forms and The Open When a URL contains 1. Create a report with the following
Fields record button special characters like settings:
redirects to the '<' and '>', the Open
PRB1327165 not_allowed.do record button redirects • Table: incident
KB0727005 page if the URL to the 'not_allowed.do' • Type: list
contains special page which displays • Filter: [Created] [after] [2017-01-01
characters like the message 'Security 11:00:00] (make sure to input
'<' and '>' constraints prevent some time in the value as well like
access to requested 11:00:00)
page'.
2. Save the report.
3. Navigate to any homepages and add
the report created above.
4. On this report widget added to the
homepage, click the preview 'i' icon
on any records that are listed.
A pop-up preview form is displayed.
5. Click the Open record button.
Forms and The mandatory A derived reference field Refer to the listed Known Error KB article for
Fields field is not on a form cannot be details.
enforced if it made mandatory.
PRB561223 is a derived
KB0524205 reference (dot-
walked field)
Guided The guided Refer to the listed Known Error KB article for
Tours tour does not details.
translate the
PRB1323151 steps even
KB0743778 though the
sys_ui_message
table does
contain the
translated text
HTML Unable to edit In an HTML field that uses 1. Log in to the instance using the
Editor an HTML table TinyMCE as its editor that Edge browser 42.17134.1.0, EdgeHTML
cell in an HTML has a table structure, a 17.17134.
PRB1319511 field in the user is not able to click
2. Open any record form that has
KB0720010 Microsoft Edge the cells of the table to
browser edit the data. an HTML field on it which uses
TinyMCE, for example, the Text field in
kb_knowledge.
3. Try to create an HTML table within this
field (a 1x1 table is sufficient).
4. Try to click the cell of this table.
Human The
Resources navpage.do
Service page cannot
Management be loaded after
the knowledge
PRB1331543 blocks plugin is
activated
Import / Scheduled Scheduled reports Refer to the listed Known Error KB article for
Export reports may fail configured to send details.
to add email attachments in an email
PRB1307775 attachments if may fail to add the
KB0747570 they are run at attachments if they
the same time are run simultaneously.
When the issue occurs,
the email log shows
the attachments as
processed, but the user
does not receive the
attachments in the
email.
Lists The journal field For tables that have 1. Open an incident list.
is displayed journal field records
PRB1314733 in raw HTML (Additional comments/ 2. Configure the list layout.
KB0745480 format in the Work notes) in the form, 3. Move the Work notes field to the first
list view if the when the journal field position in the list layout.
journal field is is moved up as the first
moved up as column in the list view,
the first column the content is displayed Notice that the work notes are shown in
in the list in raw HTML format. raw HTML format. If you add both journal
fields, the issue only occurs for the one
added as the first. For example, if you
add both 'Work notes' and 'Additional
comments' in the list view with 'Work
notes' as the first column and 'Additional
comments' as the second column, the
incorrect behavior only occurs for the
'Work notes' column, not the 'Additional
comments' column.
Lists After the When personalizing the 1. Open the Incident form.
London list on a related list, if
PRB1324041 upgrade, the users click OK to confirm 2. Scroll to the Task SLA related list.
KB0749647 related list the change, they are 3. Click the gear icon to personalize.
personalization presented with a pop-
shows unsaved up window confirming if 4. Add/remove a column in the
changes they want to leave the slushbucket.
page. The list change 5. Click OK.
takes effect but the pop-
up window should not
occur. Notice that a pop-up window shows up
asking if you want to leave the site.
Lists In the Microsoft In the Microsoft Edge 1. In the Microsoft Edge browser,
Edge, the browser, the width navigate to the sys_user table and
PRB908862 list collector of the list collector create a user with a very long first
variable resizes matches the width of name.
to match the the choice with the most
width of the characters, which causes 2. Navigate to Service Catalog > Order
choice with the an overlap between the Guides.
most characters list collectors. 3. Create an order guide.
4. Add a container with two list collector
variables that call the sys_user table.
5. Set a container split between the two
list collectors.
6. Click Try It.
List v2 The 'Go to' list Refer to the listed Known Error KB article for
search does not details.
PRB640242 return results for
KB0714478 choice fields
such as 'State'
Live Feed ITIL users are This issue is related to Refer to the listed Known Error KB article for
not able to replies via Live Feed in details.
PRB691751 see replies to Knowledge Base articles.
KB0634453 comments When the Live Feed
on Live Feed starts, ITIL users can only
threads until see the main comments
they post but not other users'
replies in the replies. It is only after
Knowledge the ITIL users reply to the
Base articles comments can they see
the replies present in the
article.
MID Server The used Refer to the listed Known Error KB article for
memory is not details.
PRB1306945 released after
KB0721866 each run of
patterns that
execute data
parsing steps
MID Server MID Server After the Madrid Refer to the listed Known Error KB article for
issues after upgrade, an error occurs details.
PRB1331942 the Madrid in MID Server: 'Could not
KB0748912 upgrade decrypt file discovery
whitelist after sync'.
Outbound The REST If a user sets the HTTP Refer to the listed Known Error KB article for
Messaging message call timeout using the details.
by MID Server RESTMessageV2.setHttp
PRB687308 does not honor Timeout(int) API for a call
KB0596172 user-specified made via MID Server, the
timeout timeout is not honored.
Patterns:
1. Discover a load balancer that results
in multiple pages for the horizontal
discovery pattern.
2. After the discovery, check the number
of serial number records associated
with the CI.
The number of the serial number
records is equal to the number of
pages.
Patterns The 'Azure Refer to the listed Known Error KB article for
Database' details.
PRB1321400 pattern fails with
KB0726918 multiple issues
Patterns The 'sqlcmd' The 'sqlcmd' commands 1. Enable the Discovery plugin.
commands in 'MSSql DB On
PRB1322425 in 'MSSql DB Windows' Pattern fail 2. Configure an MID server.
KB0724287 On Windows' to authenticate when 3. Enable the pattern-based discovery.
Pattern fail the password variable is
due to the passed with quotations. 4. Add the required Windows credentials
commands' and applicative credentials for the
syntax Microsoft SQL Server.
5. Run the discovery for a Windows server
hosting the MSSQL database.
Patterns The AWS master Refer to the listed Known Error KB article for
account can details.
PRB1329202 only discover
KB0751493 the first 40 child
accounts due
to pagination
only working on
the first page
Persistence The canceled The canceled rollback Refer to the listed Known Error KB article for
table rollback leaves the context in details.
PRB1308489 leaves the the 'reverting' state. This
KB0714289 context in the makes the canceled
'reverting' state rollback impossible to
and cannot restart, rendering the
restart delete recovery tool
useless for that rollback
context.
Policy and When users add Refer to the listed Known Error KB article for
Compliancea large number details.
of profiles to the
PRB1309969 system, it takes
KB0717794 a long time
for the system
to generate
controls and
risks, and to
update all the
related links
Project Users without Users that do not have Refer to the listed Known Error KB article for
Management the write access the write access to a details.
cannot view program cannot view
PRB1311406 the program the program in the
KB0743545 in the Program Program Workbench. The
Workbench Workbench redirects to a
404 error page.
Project Slow
Management performance
occurs when
PRB1337391 updating a
project task
which is part of
a project with
over 500 tasks
Project The PPM new On the new Investment 1. Install PPM with Financials.
Portfolio Investment Portal, when users create
Portal does not an investment board, 2. In the navigator, type Investment
Management
provide the they have the default Portal.
PRB1319992 ability to sort by overview list showing all 3. Create an Investment view from the
date columns the available columns. Investment Portal.
However, they can
sort by all other field 4. Establish the selection criteria.
types but not the date 5. Try to sort any of the date columns on
fields. The sort icon is not the board.
available when users
click the field headers.
Notice that the sort icon is not available for
the date columns.
No chart is loaded.
Reporting The option An error occurs when 1. Create a multilevel pivot table, for
Export to PDF for users try to export the example:
PRB1319548 the multilevel multilevel pivot chart as
• Table: Incident
KB0745494 pivot chart is a PDF.
broken with an • Columns: Alert type
error • Rows: Delivery plan
Service The reference Multi-row variable set 1. Create a multi-row variable set in a
Catalog qualifier does reference qualifiers catalog item.
not work when do not work on the
PRB1321593 trying to add a requested item and the 2. Add some fields of the type reference
new row in RITM catalog task. and add the reference qualifier.
3. Submit a request for this catalog item
and open its RITM on the platform.
4. Try to add another row to the multi-row
variable using the add button.
Service Forms break If a form has the variable 1. Open the form layout configuration for
Catalog when the editor added to it twice, the sc_req_item form.
variable editor is issues occur until the
PRB1326373 added twice duplicate variable editor 2. Create a section called 'Test Section'.
KB0745337 is removed from the form. 3. Add the variable editor to 'Test
Section'.
You should now have a variable editor
in the main section and the new
section.
4. Open an sc_req_item record that has
variables.
Service Users observed Refer to the listed Known Error KB article for
Catalog delay while details.
trying to redirect
PRB1329648 from REQ to
KB0749116 RITM after the
submission of
requests
Service Slow queries on The query may be many Refer to the listed Known Error KB article for
Mapping automation_error_msg
times longer compared details.
prolong the with the time the rest
PRB1332033 Discovery sensor of the sensor takes. This
KB0746199 processing prolongs the Discovery
schedules and impacts
the availability of the
scheduler worker thread
for the instance as a
whole.
Service Activating the When the Knowledge 1. Navigate to the Knowledge Base and
Portal Knowledge Management Advanced open an article.
Management plugin is activated
PRB1244606 Advanced through the Knowledge 2. Replace the sys_id in the URL with the
plugin breaks Management Advanced article number.
URLs with KB Installer, it breaks the link Notice that the article is still displayed.
article numbers for displaying articles
in Service Portal in Service Portal if 3. Activate the Knowledge Management
the article number is Advanced plugin through the
used in the link. For Knowledge Management Advanced
example, <instance.url>/ Installer.
sp?id=kb_article 4. Refresh the URL with the article
&sys_id=<sys_id> works, number.
but <instance.url>/
sp?id=kb_article
&sys_id=[kbnumber] Notice that the URL does not work.
does not.
Service When users The defined redirecting 1. As the system administrator, configure
Portal open the to Service Portal does not the instance security so that users
instance URL in always work when users with no roles are redirected to Service
PRB1253066 multiple browser with no role open the Portal.
KB0711955 tabs, they are instance URL in different
not always browser tabs. 2. Modify the system property
redirected to glide.entry.page.script to the value
Service Portal 'new SPEntryPage().getLoginURL()'.
3. Create the system property
glide.entry.first.page.script
with the value 'new
SPEntryPage().getFirstPageURL()'.
4. Open the instance homepage.
Notice that the Service Portal landing
page is displayed: /sp/?id=landing.
And as the user abel.tuter or any ESS
user, the application is redirected to
the Service Portal index page: /sp/.
5. Open a second browser to the
instance homepage again.
Service Invalid list Invalid list column can Refer to the listed Known Error KB article for
Portal column can break the reference field details.
break the in Service Portal with the
PRB1296335 reference field null pointer exception
KB0724373 in Service Portal error in the log.
Service Date validation When a date or date/ Refer to the listed Known Error KB article for
Portal client script time variable value details.
conflicts with is validated using
PRB1304578 the built-in a catalog client
KB0719149 validation in script which uses the
Service Portal 'showFieldMsg' function,
it will conflict with the
validation built-in to
the 'sp.datePicker.js'
directive.
Service The ticket page When a location is 1. Allow location checking on your
Portal in Service Portal checked with Google browser.
generates the Maps for the first time,
PRB1312458 JavaScript the ticket form in Service 2. Log in as the administrator.
KB0724187 error 'You have Portal generates the 3. Navigate to the SP ticket page.
exceeded your JavaScript error 'You
request quota have exceeded your 4. Click the location globe icon.
for this API' request quota for this
when a location API'. Notice that the JavaScript error alert
is checked with message appears on the screen. In the
Google Maps browser console, you can find the error
for the first time 'You have exceeded your request quota for
this API'.
Service An error
Portal message shows
up saying the
PRB1324097 mandatory
Date field is
not filled after
clicking inside
the text input of
the Date field
Service Users can Users can submit requests 1. On any catalog item and add a date
Portal submit requests with manually typed type variable.
with manually random text in the Date
PRB1329949 typed random field of the catalog 2. Open the item in Service Portal.
KB0743795 text in the Date item form in Service 3. Check that the Date field is available
field of the Portal. There is no date on the catalog item form.
catalog item validation.
form in Service 4. Enter any random text in the Date/
Portal Time field.
5. Submit the form.
Service When
Portal navigating
from a page
PRB1333453 with the Report
widget to a
page with a
DateTimePicker,
a 'Maximum
call stack
exceeded...' JS
error occurs
Service The sc_email The Add to Cart and 1. Make sure that the sc_email validation
Portal validation script Order Now buttons stop script is active.
can cause the working in Service Portal
PRB1334181 Add to Cart when: 2. Create a catalog item and the
availability is desktop and mobile.
KB0748148 and Order • The sc_email
Now buttons to 3. Create two single-row variable sets
validation script is
stop working in with the following settings:
active.
Service Portal
• The catalog item has a. Variable Set 1:
at least two variable
sets. • Create an email type variable
and leave the order blank.
• Each variable set
has an email type • Create a Read Only UI
variable. policy to hide the email type
variable.
• One of the variable
sets has a Read Only
UI policy applied b. Variable Set 2:
to the email type • Create an email type variable
variable. and leave the order blank.
Service Users with roles When implementing Refer to the listed Known Error KB article for
Portal are redirected the SPEntryPage details.
to the Service configuration, users with
PRB1341294 Portal instead roles are redirected to
KB0750352 of the platform the Service Portal on the
even though first login.
SPEntryPage is
configured
Slushbucket CMDB parent Refer to the listed Known Error KB article for
table dictionary details.
PRB1264905 choices are
KB0726463 not available in
the child table
slushbucket on
the CI form
Time Card 'Copy from In Time Sheet Portal, the 1. Install the Time Card Management
Management previous Time UI action 'Copy from plugin com.snc.time_card.
Sheet' shows previous Time Sheet'
PRB1322572 no further shows only the previous 2. Navigate to the /tcp portal.
KB0748017 back than the week's time sheet, not By default, it will show you the current
previous week's further back. However, it week's time sheet.
time sheet works fine in the native
UI. 3. Click the 'previous' arrow to navigate
to the previous week.
4. Click Add unassigned tasks to time
sheet.
5. Add any task and any hours for each
day, and submit.
6. Click the 'previous' arrow again and
repeat steps 4-5.
7. Click Go to current week.
8. Click Copy from previous Time Sheet.
Notice that only one previous week is
shown in the time sheet.
9. Navigate to the native UI.
10. Navigate to 'Current time sheet'.
11. Click Copy from previous Time Sheet.
Transaction URIs with un- In a non-ENU Windows Refer to the listed Known Error KB article for
and encoded 10, running non-ENU details.
Session non-ASCII Internet Explorer 11 results
Management characters are in the Knowledge Base
rejected with card view does not
PRB1313291 400 response display, along with the
KB0716422 code in London 'Most Useful' and 'Most
Viewed' sections.
Update Duplicate
Sets columns are
created in the
PRB1285932 table hierarchy
if the columns
are added to
both the parent
table and the
child table
in the same
update set
Upgrade When users The plugin activation Refer to the listed Known Error KB article for
Engine have a different may fail when users details.
Issues default have a different default
language, the language because not
PRB1313903 error message all of the trackers are
KB0726242 '[plugin name] marked as successful.
was not The progress tracker
activated' displays '[plugin name]
appears even was not activated'.
though the However, this error
plugin has does not affect the
been activated plugin installation, and
successfully the plugin has been
activated successfully.
Usage LicenseFrameworkUtils
LicenseFrameworkUtils,
Analytics generates a which is frequently used
high volume of in fix scripts for plugin
PRB1292446 sys_update_xml activations, is generating
for a high volume of
ua_table_licensing_config
sys_update_xml for
records ua_table_licensing_config
records. This can result
in the updates being
captured in users' update
sets.
VA- Errors occur Refer to the listed Known Error KB article for
Designer when users details.
publish a
PRB1322778 duplicated/
KB0745175 cloned/copied
topic
//SCRIPT//
(function
executeRule(current,
previous /*null when
async*/) {
if (gs.isInteractive()) {
var u = gs.getUserID();
var qc =
current.addQuery("submitter",
u);
gs.print("query restricted
to user: " + u);
}
})(current, previous);
//SCRIPT//
Web Invalid In the REST API Explorer, Refer to the listed Known Error KB article for
Services PowerShell script the snippet for details.
in the REST API PowerShell is missing a
PRB656768 Explorer for the curly brace. This causes
KB0597958 POST request the script snippet to
include some angular
variables and makes the
script unusable.
To view a list of all other PRBs fixed in New York, refer to All other New York fixes.
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.
Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Activity Stream PRB1333625 The incident state in Activities shows strange Japanese
translation
Activity Stream PRB1317808 Deleting scrum tasks from a story puts duplicate notes
in the story activity stream
Activity Stream PRB1321246 The activity stream entry is partially covered by the
text entry box when users have more than two journal
fields
Activity Stream PRB1322727 The activity stream is not showing full information for
the description and close notes
Activity Stream PRB1323665 The main frame resizes when users enable/disable
fields in the activity feed/activity formatter filter
Activity Stream PRB1324107 The Sys ID of the live profile is stored and displayed in
the Knowledge Feedback comments when users use
the @mentions tag
Activity Stream PRB1325327 The 'See All Text' takes a long time to load
Activity Stream PRB1330206 Images pasted or imported to the HTML field are
cropped and not fully visible in the 'Activities' log
Activity Stream PRB1333071 Using the back button in Chrome results in a form
being filled with content that was previously entered
Activity Stream PRB1345410 The @ mention emails do not populate the record
number for non-task records
Agent PRB1340383 Setting and clearing value methods are not working
Workspace for the Choice field when the onChange client script is
on the field
Agent PRB1315109 When users click a reference field of the type task,
Workspace they receive the error 'workspace view not configured'
even though there is a workspace view
Agent PRB1306291 The list does not load or keeps spinning when an
Workspace extended field is added to columns
Agent PRB1319323 ITIL users are unable to attach files to REQ/RITM records
Workspace
Agent PRB1320689 The Email and the Version fields are not highlighted in
Workspace red after the SP field validation when error messages
occur
Agent PRB1333993 Creating a view that already exists in one scope from
Workspace other scopes (or even from the same scope) erases
the view
Agent PRB1349346 Reference fields that are not required have sticking
Workspace form validation messages when the text is cleared
Agent PRB1349257 Counters in the related list in Agent Workspace are not
Workspace refreshed automatically
Agile PRB1333672 The 'Insert and Stay' UI action does not copy the
Development original task and agile story fields properly to the new
story
Agile PRB1290911 Both the Save and Submit buttons close the story
Development modal dialog on the Agile Board
Agile PRB1329639 Bulk sprint creation adds the daylight saving time
Development offset to planned start/end dates
Agile PRB1338287 Users cannot filter the task progress board if 'Assigned
Development to' contains users with an apostrophe in their names
Agile PRB1343354 The client script from the Agile Development 2.0 plugin
Development causes JS error when the user group table is loaded in
the Service Portal 'form' widget
Agile PRB1352379 The Agile Board order does not persist for certain tasks
Development
Antivirus PRB1344595 Multiple scan requests are sent for attachments with
Scanning no content
Antivirus PRB1346185 The scan history table has multiple long running queries
Scanning due to the table size
Application PRB1327780 The Favorites order does not hold when it is rearranged
Navigator &
Banner Frame
Application PRB1308309 Long module titles are truncated, and it is not possible
Navigator & to see the full title
Banner Frame
Application PRB1337099 The left navigation panel does not match the theme
Navigator & of Madrid after the upgrade
Banner Frame
Approvals PRB1325801 Approval history does not capture when the 'condition
based on script' is used in the group approval activity
Approvals PRB1346031 The Deny and Accept options are not keyboard
accessible within the approvals view of a request
Assessments PRB1324861 In Vendor Score Card, if current year and last year are
0, the category is hidden
Asset PRB1331545 If the license is not inserted yet, the business rule 'Mark
Management install for suite omission' causes too many records to be
updated
Asset PRB1345222 When copying an asset record using the 'Insert and
Management Stay' UI action, the asset CI install status mapping is not
being checked
Asynchronous PRB1319177 When an AMB post request is sent with an empty post
Message Bus body, the server responds with an error: 'The server
received invalid or empty JSON'
Authentication PRB1330745 Extra space in the field 'Metadata URL from which IDP
- SSO properties are imported' does not refresh metadata
Automated PRB1318412 The record update/insert step does not update dot-
Test walked fields
Framework
Automated PRB1318952 On the Test Suite form, the Test Suite Tests 'Edit
Test members' view contains the name of the parent Test
Framework Suite rather than the names of the actual tests
Change PRB1322782 If the planned end date is far ahead of the planned
Management start date for a change request, it can result in out of
memory: java heap space due to the Maintenance
Schedule span calculation
Change PRB1316264 The CAB form widget does not allow the reference
Management fields icon to show details when the field is read-only
Change PRB1325952 Field labels are not aligned in the standard change
Management template (std_change_record_producer) form
Change PRB1329094 When the standard change 'Two step' is enabled, users
Management can change the read-only change request template
when creating the change request record
Change PRB1331197 The standard change template demo data does not
Management copy attachments
Change PRB1339259 The CAB workbench displays a blue clock icon with no
Management message for a CAB meeting where the CAB meeting
record's state value is manually moved from 'Pending'
to 'In Progress'
Change PRB1320629 The Conflict last run field shows a different value on the
Management form view instead of the value from the database
Conflict
Detector
Change PRB1322875 The Risk Calculator does not work on a table created
Management in a scoped application and extends the change
Risk request
Assessment
Change PRB1343822 Risk conditions are not evaluating correctly when set to
Management leave alone but are being updated by the script field
Risk
Assessment
Chat PRB1341741 Chat queues are not updated with the number of
waiting conversations until they are refreshed manually
Chat PRB1292094 Dragging the mouse while clicking a link in a chat can
post a duplicate link
Chat PRB1313828 When users instead of agents close the chat window,
users see the message 'The agent has closed the
support session'
Chat PRB1316291 Metric and Audit records are not created when
transferring a chat to another queue
Chat PRB1325344 The transform map script does not create the
sys_journal_field record as the impersonated user
Chat PRB1325974 Connect Support actions do not use the Hint field
Chat PRB1341315 The 'Unable to add message. You do not have access
to this conversation.' error encountered when toggling
between chats
Cloud PRB1331941 The importing and processing of the Azure cloud billing
Management are unacceptably slow
Application
Cloud PRB1324745 Errors occur when the CI has more than one hosted on
Management relationships
Application
Cloud PRB1331569 The MID script execution fails if the cloud producer
Management returns non java.util.Map datatype
Application
Cloud PRB1316344 No index for table cleaner job running against the
Management sn_cmp_cloud_trail table
Application
Cloud PRB1319701 Exiting action window from Lease Operations does not
Management allow user to re-open the window without refreshing
Application the page
Cloud PRB1326827 Users are unable to update the task and requested
Management item entries from the default platform UI
Application
Cloud PRB1330300 The 'Sanitize Tag Fields' business rule can cause an
Management infinite loop when the tag name reaches the 127-
Application character limit
Cloud PRB1332018 When the guest customization spec is not used, the
Management VMware static IP assignment fails on Windows versions
Application later than 2012
Cloud PRB1333347 On field change, form rules are not correctly applied
Management when a field value is changed before previous field
Application change rules are not completed
Cloud PRB1340761 When the 'Update Order Status' business rule runs,
Management the error message 'Default Semaphore Exhausted' is
Application thrown
Cloud PRB1343262 AWS Discovery is not working since the pattern table is
Management cmdb_ci
Application
Cloud PRB1342494 Azure Resource groups are empty in CA UI, but the RG
Management data is persisted in the table
Application
Cloud PRB1329062 The Catalog Item form does not show a new button for
Management the (Blueprint) Rule related list
Application
Condition PRB753209 Problem with data certification filter and the template
Builder [sys_template] table
Condition PRB1330755 The Data Table widget filter displays tooltips that linger
Builder on the page
Configuration PRB1342852 'Personalize Form' and 'More options' menus are too
Management short when they are viewed on CMDB tables that
Database contain the CI Relations formatter
(CMDB)
Configuration PRB1313437 Users receive the error message with 'illegal access'
Management when comparing an update of cmdb_ci.category
Database and when attempting to resolve conflicts after an
upgrade
(CMDB)
Configuration PRB1316190 If the 'OR' condition is used in the query, results will
Management break when the filter condition is changed
Database
(CMDB)
Configuration PRB1320811 CMDB Baseline diff takes too long for CI's with many
Management relationships
Database
(CMDB)
Configuration PRB1332935 An orphan rule with a condition that uses two or more
Management relationships in an AND statement incorrectly reports
Database CIs as orphans
(CMDB)
Configuration PRB1320955 Audit Failure Count exceeds the total count resulting in
Management negative scores
Database
(CMDB)
Configuration PRB1328052 The CMDB View Dashboard does not copy all widgets
Management
Database
(CMDB)
Configuration PRB1332640 The back arrow does not bring users back to the main
Management business application screen
Database
(CMDB)
Configuration PRB1343528 Delete saved query from CMDB Query builder GUI
Management takes a long time and freezes session
Database
(CMDB)
Contextual PRB1331360 The search function does not work during the upgrade
Search process
Contextual PRB1343621 The search is broken when the title is empty in the
Search search result
Core Platform PRB1235563 'Choices unload - before' and 'Choices unload' base
instance business rules cause excessive delay in
creation of sys_choice records when multiple records
already exist
Core Platform PRB1326375 Class field choices for task only show tables that
extend the current class but not the entire hierarchy
Core Platform PRB1305249 Related List Condition with Greater than or is field
throws SQL exception
Core Platform PRB1308394 Unable to set the value of a 'Table Name' type field on
a template
Core Platform PRB1313643 Restricted Caller Access does not have a source type
for Record Producer Variable
Core Platform PRB1314728 Problematic Data policy containing invalid Data Policy
Rules causes other valid Data policy not to be honored
when the data comes from an import set
Core Platform PRB1315351 Progress worker jobs canceled due to max pool size do
not cancel execution tracker or display an error to the
user
Core Platform PRB1319115 Unable to access parent fields in a report from task
extended child tables of the Table per class extension
model
Core Platform PRB1336672 Restricted Caller Access throws NPE's when certain
information is null
Core Platform PRB1352398 Unable to install the Remote Tables plugin with the
admin user
Customer PRB1315335 Related lists from scoped apps don't display records as
Service expected
Customer PRB1327645 The contextual search widget does not show up in the
Service Customer Service Portal
Management
Dashboards PRB1322761 Dashboards shared to the 'public' role are not visible in
and Home the Dashboards overview
Pages
Dashboards PRB1343508 EXPAND ALL for List Reports is not working on non-
and Home responsive dashboards
Pages
Dashboards PRB1336340 Users are not able to see the dashboard and a blank
and Home page with the text 'Sorry!' appears
Pages
Discovery PRB1334362 After the Madrid upgrade, the SCCM 2016 Software
and SCCM 2016 Software (AI) data sources fail with
SQL syntax errors, and failure also occurs with SCCM
2012 Software and SCCM 2012 Software (AI) data
sources
Discovery PRB1323655 Increase the maximum length of the Alias field in IIS
Directory
Discovery PRB1310115 Issues occur using two SNMPv3 credentials with the
same username
Discovery PRB1312600 VCenter discovery picks up wrong MID server via MID
selection API
Discovery PRB1317096 Excessive error messages logged for 'No mid found to
trigger credential-less discovery for'
Discovery PRB1327557 'Linux - Azure' probe doesn't work properly if the Linux
VM is on Static IP Address
Discovery PRB1340437 The vCenter doesn't create disks for all datastore disks
Discovery PRB1319635 Turning on Cisco Indexing can lead to very large (100+
Mb) SNMP
Discovery PRB1322634 Records added to Storage File Shares related list under
storage server aren't shown on the related list
Discovery PRB1326524 Windows 2016 and later families that are part
of a Windows Cluster don't discover or create
cmdb_ci_win_cluster record
Discovery PRB1331306 Issues with 'OSs - Pre Sensor' pre post processing script
Discovery PRB1335871 Generic VLAN OID is missing from the SNMP - Switch
- Vlan probe causing Layer 2 relationships not to be
created
Discovery PRB1350149 When the software vendor name is too long, users get
NPE or duplicate core_company records via Linux -
Installed Software
Discovery PRB1297809 The WMI Classify probe may become slow when it
needs to iterate through invalid credentials
Domain PRB1344145 Loading groups as the first query the user executes
Support can cause issues with the domain group visibility when
the group cache is cleared
Edge PRB1317505 Edge proxy failover does not work when the upgrade
Encryption fails because of locked resources, the upgrade fails
when the proxy host property points to the load
balancer
Edge PRB1327874 When users encrypt journal type fields, the decrypted
Encryption text appears as one line without the proper new line
formatting
Edge PRB1347512 The 'Invalid insert' message appears when users try to
Encryption insert a record on a table
Email PRB1304287 The Integration Hub 'Send Email' action does not
properly display HTML in the email body
Email PRB1317321 Drag and Drop functionality is not working in the Email
Client
Email PRB1320961 Emails sent using the Email API or the Flow Designer are
not adding watermarks to a sent email
Email PRB1341401 The business rule triggered by the 'insert via Inbound
Action' causes a 'Unique Key violation' error
Email PRB1300663 Recipients set via an email script are overwritten when
a notification is processed
Email PRB1306253 The Target field is not populated in the mailbox when
an email is sent from Flow Designer using the Service
Catalog Trigger
Email PRB1320992 Emails are deleted from the mail server when it is
unable to insert sys_email records
Email PRB1323125 When Slack messages are sent with the Now Action
application, you cannot manipulate the TEXT fallback,
which causes an 'Unable to show buttons' alert
Email PRB1338232 Emails generated by the Email Client that are split due
to the recipient count system property can end up
with two different 'From' addresses
Event PRB1328251 Issue with the Alert Aggregation Learner in the Service
Management Analytics
Event PRB1322651 Alert notes in the Create Task legacy subflow show an
Management incorrect link to the alert rule that it matched on
Event PRB1343371 Default binding with mac address doesn't work when
Management there is no network adapter on host
Event PRB1300516 When too many events occur during a second, OMI
Management connector fetching events enter a cycle and stop
progressing
Event PRB1317605 Dashboard may not show the correct impact for
Management a business service connected to another business
service
Event PRB1331274 Issue with Event rule page when we save and then try
Management to click back
Event PRB1342119 Scheduled jobs with Invalid Trigger Class are never
Management processed
Event PRB1330185 The number of impacted services for the incident is not
Management calculated correctly when opening the incident from
the alert
Field Service PRB1321761 Few Reports (sys_reports table) without any roles were
Management not assigned the snc_internal role after the CSM plugin
activation
Field Service PRB1321859 Error message is shown when a valid google Map
Management API key is provided but there is no valid Client ID and
private key
Field Service PRB1324860 Updating work order task from the Central Dispatch
Management does not close the pop-up window when navigating
from the homepage
Field Service PRB1325729 Estimated work duration does not get updated when
Management template is used
Field Service PRB1329895 Inactive groups are visible in the Team Calendar
Management
Field Service PRB1334571 The base instance business rule 'Populate Schedule
Management - New SOT' does not set the Window end field to the
Requested due by field on Work Order, but instead it
sets the Window start field on Work Order Task to the
current time
Field Service PRB1334911 The gs.log() in Team Calendar is not descriptive and
Management always gets printed
Field Service PRB1349567 The appointment booking date/time and the tool tip
Management are not translated
Field Service PRB1344996 Auto-routing is not able to get data from Google due
Management to Google business plan changes
Finance PRB1344081 When specific cost plans that enable edit mode are
Service selected, and the user selects a different row and then
Management back to original row, all cost values are removed
Flow Designer PRB1320713 After an application with flows is imported into another
instance, the flows do not run in the second instance
Flow Designer PRB1309479 Flow designer can record updates from different
application scopes in a single update set
Flow Designer PRB1320631 The search bar does not work for the 'Create Task' and
'Update Record' actions in the Flow Designer
Flow Designer PRB1306282 No HTML Source Code button is available for emails in
Flow Designer
Flow Designer PRB1323711 Issue with the copy action in the Flow Designer
Flow Designer PRB1330114 Action type snapshots are created with blank display
names
Flow Designer PRB1335904 The rest of the approval records generated by Flow
Designer are not moved to 'No Longer Required' after
one user from the group approves the record
Flow Designer PRB1320234 List field type in the condition of a look up records step
fails
Flow Designer PRB1329102 Default values for inputs are not being used when the
subflow is executed directly
Flow Designer PRB1333399 Some of the IntegrationHub files are missing when a
commit is made
Flow Designer PRB1333675 Request overview does not show stage duration if
using flow designer
Flow Designer PRB1337733 Target table value not auto populated when dragging
incident record pill to target record field in Action
Flow Designer PRB1339462 Unable to add users in the 'Ask For Approval' action of
a flow
Flow Designer PRB1347511 RecordLookup action may error out if scripted ACL
depends on the current record
Flow Designer PRB1348349 The 'Wait for a duration' summary calculates and
displays the date in mm/dd/yyyy when the system
date format is dd/mm/yyyy
Flow Designer PRB1347484 The Once Per Unique Change trigger is not working for
multiple records with the same change
Flow Designer PRB1322476 Flow fails to load after being loaded as application
(when flow calls a subflow, which calls an action)
Flow Designer PRB1345856 The 'If' activity cannot use 'Skipped' in a condition
when the Ask for Approval action result is skipped
Flow Designer PRB1345913 Catalog Task that are created in a Flow Designer flow
do not close when the REQ/RITM is canceled
Forms and PRB1303448 The main frame of the form is stretched horizontally
Fields depending on the number of columns added to the
related list in the form
Forms and PRB1310874 Encryption Context is not visible for a field when an
Fields Encrypted Field Configuration is used
Forms and PRB1320969 If the Hebrew character '#' is used in a tag, the system
Fields submits the tag instead of actually adding the letter '#',
because it equates to the comma ',' on a US keyboard
Forms and PRB1321758 Multi-level bullets and numbered lists don't behave
Fields correctly in Wiki KB articles for published articles
Forms and PRB1321894 Opening an attachment file with the sysparm_tiny URL
Fields parameter fails and shows a blank page
Forms and PRB1322026 If some field types are displayed in the Approval
Fields Summarizer but are not present on the form, JavaScript
console errors occur
Forms and PRB1312961 The Personalize Form can hide mandatory and hidden
Fields fields
Forms and PRB1314964 In a display business rule, using setValue does not set
Fields the value in a form section, however, the business rule
will work if the field is within the first section
Forms and PRB1321861 Validation Script of type Journal Input causes any form
Fields containing Journal input fields to fail
Forms and PRB1322031 The Tree Picker does not show data when dot-walking
Fields to a location field using a custom reference field in a
custom table
Forms and PRB1322084 The grey mandatory asterisk does not display next to a
Fields filled mandatory field when the UI policy is applied
Forms and PRB1330954 Dot-walked fields of type URL do not show their value
Fields on the form for non-admin users when their reference
field record is selected on the form
Forms and PRB1331508 Instructions are not provided for date fields
Fields
Forms and PRB1293995 Screen readers are not reading pop-up notifications
Fields
Forms and PRB1300292 Date fields do not change to 'Days ago' after
Fields updating the field
Forms and PRB1307236 Users can't select Keystore from the protocol profile
Fields page
Forms and PRB1309775 Incorrect format for Phone Number (E164) field when
Fields using the Hebrew language
Forms and PRB1310524 The reference icon in the 'Sharing' menu does not stay
Fields open
Forms and PRB1312331 Labels/Fields alignment is not correct when using the
Fields Hebrew language
Forms and PRB1313014 When a user navigates to a record from the reference
Fields preview, a generic browser-generated confirmation
dialog appears instead of the ServiceNow-specific
confirmation dialog
Forms and PRB1314429 Page title does not describe the topic or purpose of
Fields the page
Forms and PRB1317094 Focus from 'preview this record' isn't removed even
Fields when clicking on another field
Forms and PRB1317525 Phone Number (E164) dictionary doesn't run UI policies
Fields when its value is set by script (g_form.setValue)
Forms and PRB1317609 Checklist items on the incident form can be deleted
Fields by any user with access to the form
Forms and PRB1318076 Activity Filter pop-up dialog closes immediately after
Fields being clicked in the CMS form
Forms and PRB1318579 The native script field becomes read-only if the script
Fields field from a data lookup is set to 'Read-only'
Forms and PRB1319676 Live form updates are inconsistent when one of two
Fields users updating the same form has network connection
issues
Forms and PRB1320289 Tooltip 'Invalid Reference' for a correct value in the
Fields reference field
Forms and PRB1320384 Reference field shows full list after clicking on
Fields TableCompleter reference list
Forms and PRB1320671 Incorrect Presence update to Date type field when
Fields date format (glide.sys.date_format) is changed to a
non base instance value
Forms and PRB1321230 Instructions are not provided for specific date fields
Fields
Forms and PRB1321517 When you unlock and relock a URL field that contains
Fields a long URL, the rendered link does not wrap properly
on the form and is truncated
Forms and PRB1322270 Unable to hide the variable set using g_form.setDisplay
Fields when the internal name of the variable set is 'elements'
or 'name'
Forms and PRB1322573 Sections in a form break, and changing system settings
Fields to Tabbed forms makes no difference, the form
sections are missing
Forms and PRB1322643 When saving a checklist, all the user groups are visible
Fields to non-admin users, even if the user isn't a member of
the group
Forms and PRB1325482 E164 phone number validator doesn't accept a valid
Fields Brazil mobile number
Forms and PRB1326427 Dot-walked field values are wiped out in the original
Fields table
Forms and PRB1327364 JAWS doesn't announce the state of the specific field
Fields
Forms and PRB1328233 Wiki tags of class 'wikitable' render tables with no
Fields borders
Forms and PRB1330105 Attachment is removed, but the remove gauge never
Fields ends
Forms and PRB1331684 The 'Add/Remove Multiple' icon for a list type field
Fields doesn't work when the field is set to Mandatory
Forms and PRB1332478 Unable to view 'History > List' on records with variable
Fields editor with empty mandatory variable
Forms and PRB1334072 Templates from sys_template fail when a user tries to
Fields populate a GlideList field on the form through the
template as empty
Forms and PRB1334588 List type fields in templates don't save the selected
Fields values via the magnifying glass
Forms and PRB1334852 Live updates don't work on child or related records in
Fields agent workspace
Forms and PRB1336681 On the email Notification form, 'SMS alternate' can't be
Fields set to blank if it has a value
Forms and PRB1337268 Null value displays after emptying the Question field in
Fields the Interceptor record
Forms and PRB1340790 Mandatory asterisk shows for a variable that has a
Fields default value set in expert shell
Forms and PRB1340794 UI policy is not applied when there is condition for two
Fields date type fields
Forms and PRB1346085 Number and additional text on the header of new
Fields records when using a View Rule displays different
behavior in Madrid than in previous releases
Forms and PRB1346963 The '+' and '-' buttons are still visible even if the field is
Fields read-only
Forms and PRB1346997 Reset Button is not working while using Personalize Form
Fields functionality
Forms and PRB1347997 When a catalog UI policy (A) is set to 'clear value' of
Fields a checkbox, it will cause that checkbox to become
mandatory if another UI policy (B) is configured for that
checkbox to set other variables mandatory
Forms and PRB1349431 The iFrame content blocks do not render on iPads
Fields
Forms and PRB1334112 The 'Edit Members' page has an incorrect title of
Fields 'ServiceNow'
Forms and PRB1336851 Form annotations disappear during the form layout
Fields reconfiguration
Forms and PRB1308307 The table name is not visible from the form for
Fields the sys_ui_list (List) record created in the scoped
application
Forms and PRB1345935 Reference value is not displaying for the New call table
Fields in Requested item table
Governance, PRB1314785 'Show incorrect and unscored responses' filter does not
Risk and work for 'Choice' data type
Compliance
Guided Tours PRB1326534 In Service Portal, Guided Tours can't auto-launch when
navigating from another page
Guided Tours PRB1314336 In Service Portal, callouts in Guided Tour are not
staying relative to elements on page scroll
Guided Tours PRB1321265 Guided Tour creation stops with the error 'Tour was
abandoned' if there is a step that requires you to click
Submit on a form
Guided Tours PRB1324747 Incorrect translation of the Next button text on last step
of Guided Tour
Guided Tours PRB1324754 The Begin button on the introduction modal extends
out of the modal if the translated text is too long
Guided Tours PRB1335377 Guided tours created for specific catalog item are not
restricted to the specific item
Guided Tours PRB1343483 The business rule for the Maintain tour steps order field
runs on 'Current' instead of 'After'
HTML Editor PRB1319310 Video cannot be viewed in full screen or height and
width cannot be adjusted
HTML Editor PRB1323929 Expanding the text section in KB articles doesn't work if
the field is hidden
HTML Editor PRB1325726 TinyMCE HTML editor inserts junk span tags when a
style sheet with <!-- and --> symbols is added
HTML Editor PRB1333912 The HTML field does not resize fully if the field is set to
read-only
Human PRB1323933 Values of the multi-row variable set are not copied
Resources into the Description field after users submit the record
Service producer
Management
Human PRB1327433 The Populate case SLAs business rule doesn't work
Resources once an SLA is closed
Service
Management
Human PRB1328897 When using Ask a question from the HR Portal on a to-
Resources do, some users are seeing duplicate comments
Service
Management
Human PRB1254233 When users set 'Elevated Privilege' to true on a role, the
Resources role does not work
Service
Management
Human PRB1320515 When creating a new catalog item from the Manage
Resources HR Catalog, users are unable to see the Inactive
Service Assignment Group and Priority field values in the drop-
Management down menu
Human PRB1321714 The entity name must immediately follow the '&' in the
Resources entity reference, a message displays when clicking the
Service Preview Document button on an HR Case
Management
Human PRB1322798 Capture job for local failing to upload files (employee
Resources document management)
Service
Management
Human PRB1326365 Case creation may lose profile reference icon for users
Resources on service change
Service
Management
Human PRB1330028 The HR skill from the template is not applied to the
Resources transferred case
Service
Management
Human PRB1335620 The Update Document HR task can't clear the error
Resources message without reloading the page
Service
Management
Human PRB1340796 Sign Document Task is not generating for users with
Resources special characters in their username
Service
Management
Human PRB1344345 Import failure does not create failure event correctly
Resources
Service
Management
Human PRB1348852 The 'Publish' UI action may not work when Security
Resources Incident Response is installed
Service
Management
Human PRB1331410 PDFs for sign document do not render in the employee
Resources view
Service
Management
Human PRB1319078 Firefox does not provide a scroll bar in the 'Ask a
Resources question' chat window
Service
Management
Human PRB1343710 The script include SLATimezone has not been updated
Resources to include the new scoped HR tables to determine
Service caller
Management
Import / Export PRB1317657 An issue with the JDBC probe after the upgrade
Import / Export PRB1269434 Easy import fails for column labels that produce the
same dbname
Import / Export PRB1326619 Issues with the activation of the 'Data Access
Gateway' plugin
Import / Export PRB1330544 API import set runs only one transform when ASYNC
versus SYNC import is used
Import / Export PRB1331481 Two notifications are created when data is imported,
and the import updates the table twice
Import / Export PRB1333773 Transform fails with 'String index out of range: -1'
exception because script cannot return ','
Import / Export PRB1322570 The poll processor does not extend the session and
does not prevent the timeout during export
Import / Export PRB1323435 Unable to export records after applying dynamic filter
Import / Export PRB1332597 Issue with Max Open Cursor with Change
Management
Incident Alert PRB1323047 Contact definitions with the empty condition cause
Management exceptions, as a result, other contact definitions are
not processed
Incident PRB1345660 Slow performance occurs when you add multiple child
Management incidents to a parent at the same time
Incident PRB1349399 The incident info does not carry over to a problem
Management when creating a problem from an incident form
IT Operations PRB1316028 Tag not saving in tag set value for variable custom tag
Management
Knowledge PRB1331081 The Yes/No rating option is still visible for the
Management question 'Was this article helpful?' even though
'glide.knowman.show_yn_rating' is set to 'false'
Knowledge PRB1349002 The scroll issue in Knowledge Field Facet when there
Management are 10 items under Category
Language PRB1294135 Translation issue with the update set list when
and changing the default update set
Translations
Lists PRB1293033 Using list header search with tags search result in
filter on list view results in an error: 'Unknown column
'task0.sys_tags' in 'where clause''
Lists PRB1312918 When users edit a cell in the list column, the edit box
appears behind the related list tabs and the search
input box
Lists PRB1315929 Placing the field used as the 'detail row' first on the list
causes the link to be set against the detail row, and
sorting the list by the first column causes the link to be
removed
Lists PRB1316241 Clicking 'Open new window' or 'Copy URL' on the filter
context menu doesn't open the list in the same view
Lists PRB1318826 When a list field has a dependent field, the selected
item doesn't appear in a list in 'Add/Remove multiple'
Lists PRB1320535 On the Firefox browser, when a user filters the list with
tags columns in it, a horizontal scroll bar appears with
the tags cell
Lists PRB1322194 For database view, if tables have 2 columns with same
name, adding 'read' ACL with 'nobody' as required
role on that column on one of the tables causes the
field to appear only once when you personalize list of
columns for view with no prefix
Lists PRB1334513 Bar chart on list view context menu doesn't work when
the URL uses sysparm_tiny and the query has a long list
Lists PRB1346083 List collector search does not work for a Service
Catalog Item
Lists PRB1316209 When a list column name has a tooltip, the tooltip
parts may blink or be misaligned
List v2 PRB1323158 Expanding the Data Certification task list after 'Group
by' creates a new certification task record
Live Feed PRB1309799 Outgoing email fails when the user in the 'from' field
contains the @ character
MID Server PRB1315435 Issue with some J2SSH Linux/Unix sudo probes cause
the shell command to be denied permission to
execute
MID Server PRB1339658 MID Server response times vary because of the AMB
Java Client
MID Server PRB1320166 The MID Server business rule 'Probe - All MIDs' isn't
protecting its global scope javascript variables from
being clobbered, and MID Servers are incorrectly
reported as DOWN
MID Server PRB1332197 MID Servers will continue to have threads blocked
running discovery probes a long time after the
schedule has been canceled
MID Server PRB1346486 Error with the reverse DNS lookup may cause discovery
of wrong Windows host when using WinRM
MID Server PRB1323940 'MIDServer SEVERE *** ERROR *** Problem creating JMX
JMXMP connector' is seen during the MID Server start
up
MID Server PRB1346731 MID selector override filter 'Override by capability' may
cause MidSelector() to pick incorrect MID server
Mobile PRB1330616 The Submit button does not work for Record Producer
in the mobile application as well as the mobile browser
Mobile PRB1322317 The Add to Cart button in the Service Catalog does
not work
Mobile PRB1304198 The setValue() is not working for the currency field on
Mobile
Mobile PRB1340536 On the Mobile Classic App, Date fields under Agent
Map and Dispatcher Map are broken for iPhone
Mobile PRB1332554 The Now Mobile app does not enforce UI policies
Backend
(non-classic)
Mobile Studio PRB1344527 Applets don't open in Application Studio for instances
on an Oracle database
Mobile Studio PRB1332976 When open a function that belongs to a list screen,
the mobile list screen will freeze and not able to open
(non-classic)
any list record
NotifyNow PRB1343823 Leading and trailing space aren't getting trimmed for
the Notify Number sys properties
On-call PRB1326867 Outlook removes the style from the notification on-call
Scheduling reminder
On-call PRB1331186 The wild search (*) isn't working for on-call scheduled
Scheduling reports
On-call PRB1344916 Duplicate coverage spans are created when the end
Scheduling time is less than the roster end time
On-call PRB1297002 Entering the rotation start time as 00:00:00 in the roster
Scheduling form and saving it resets/empties the field
Orchestration PRB1315780 Read ACL is missing for the activity_creator role on MID
Capabilities (ecc_agent_capability), which prevents
setting or choosing MID Capabilities in Orchestration
Custom Activities
Outbound PRB1348589 When actions are run with a non-admin user, they are
Integration not able to fetch credential
Authentication
Password PRB1339340 Password Reset does not work for processes with
Reset multiple verifications in Internet Explorer
Application
Password PRB1321983 The London upgrade may cause the error 'Password
Reset Reset Error' in the password reset module
Application
Password PRB1350113 Users do not see their email on the verify page and
Reset do not get the notification email once the 'Send
Application Verification Code' button on this page is clicked
Patterns PRB1297294 Issues with the pattern for JBoss on Linux and Windows
Patterns PRB1331646 The AWS RDS pattern fails due to invalid REST request
Patterns PRB1321372 The Azure DNS Zone HD pattern would fail if the name
and the IP from the DNS information are empty
Patterns PRB1321847 When users run Discovery on the NetApp device, the
firmware-version attribute returns a null value
Patterns PRB1345134 SAP Java Dialog instances (DI) are not being
discovered in the Service Map
Performance PRB1343281 Select Multiple Input type interactive filter does not
Analytics work correctly when the reference field on the table is
set to 'Display = True'
Performance PRB1312378 Fields with type 'Timer' should be handled the same
Analytics way as fields with type 'Duration'
Performance PRB1328571 'By Fiscal Quarter sum' and 'By Fiscal Quarter sum+' are
Analytics not yielding correct results on a detailed scorecard
Persistence PRB1303260 Trend reports against Date and Time fields are sorted
in alphabetical order instead of numerical order for
Instances on an Oracle database
Persistence PRB1247283 Alter fails for an Oracle table with a constant Index
Expression
Persistence PRB1335469 Column aliases in the select list may not conform to
the SQL standard for reference fields
Persistence PRB1341287 Multiple reference fields that reference the same table
with a long table name results in database syntax error
Planned PRB1319401 The maintenance plan does not run according to the
Maintenance schedule
Application
Platform PRB1332994 Change the risk level of 2.6 from High to Medium
Policy and PRB1336799 'Add' UI action in the related list of the GRC
Compliance applications does not load any records
Policy and PRB1315016 Users with 'sn_compliance.user' role cannot access the
Compliance Attestation metric results, but they can read the metric
result
Policy and PRB1330003 Issue with profile controls being created when the
Compliance 'Creates controls automatically' property is set to false
Problem PRB1340827 Modals from the Problem UI actions save the problem
Management record without enforcing mandatory restrictions on
fields of the form
Project PRB1317858 The project task allows users to select a planned end
Management date that is earlier than the planned start date when
'Allow dates outside schedule' is set to true
Project PRB1329560 The project planning console does not load after the
Management upgrade
Project PRB1329749 The Calculate ROI project business rule is running with
Management the wrong order
Project PRB1317662 User field isn't reset when users copy partial project
Management
Project PRB1321456 Styles on HTML fields are not applied in Status Report
Management tab of Planning Console
Project PRB1325485 The '+' symbol will be displayed even when users aren't
Management allowed to create project task
Project PRB1325733 Portfolio name in the Settings section of the CIO and
Management Demand roadmaps shows as blank for a Shared
Services & WhOG portfolio
Project PRB1326144 The project import fails with the HTTP status 401 error
Management
Project PRB1329956 When a new status report is created, the colors of the
Management fields (for example, Overall health, Schedule, and so
on) are green
Project PRB1337526 The work_notes field doesn't display on the Issues form
Management for a non-ITIL user
Project PRB1324922 In the ITBM Investment Portal, the Financials tab does
Portfolio not display data for portfolios
Management
Project PRB1319724 Expense line for project not taken into consideration
Portfolio when doing forecast
Management
Project PRB1324343 The state of the parent task is not rolling up when
Portfolio a task is unindented or indented from the Planning
Management Console
Project PRB1329351 The State Update Rules business rule is missing from the
Portfolio Budget task (itfm_budget_task) table
Management
Project PRB1342929 Cost plan UI view (From the 'manage' button) creates
Portfolio incorrect cost plan breakdowns
Management
Record PRB1344019 The null pointer exception error occurs if the record
Watcher watcher condition contains sys_tag.<sys_id>
Related Lists PRB1306991 'Enable Edit' doesn't work on newly created related lists
Related Lists PRB1313417 All the entries in a Glide list are removed when a user
tries to remove one of the entries using the Edit button
in a related list
Related Lists PRB1342584 Unable to sort related lists that contain a default 'Order
by' statement
Reporting PRB1321684 Users are not able to read some tables referenced in
CMDB dashboards
Reporting PRB1323156 When a Step Line report with a 'Group by' filter is
exported, unwanted data displays in the PDF
Reporting PRB1321058 Report using multiple data sets does not work correctly
when using translation
Reporting PRB1322176 Line graph report not displaying all groups on dot-
walked fields, bar report does
Reporting PRB1310984 Report (pie) which has some default date filter and
making them as interactive filter is causing issue in lazy
loading of dashboard widgets
Reporting PRB1321069 When you generate a Report with Related List and
Export the same to PDF, the report header doesn't
show the Related List details
Reporting PRB1321120 The Insert & Stay function carries over names and
groups for sharing
Reporting PRB1323183 Bar and column type reports show empty results when
grouped by a date/time field while using multiple
datasets
Reporting PRB1325110 X-axis range groups on a Bar graph are shown in the
incorrect order when a secondary dataset is added
Reporting PRB1332259 PDF Export of from new Report Designer does not
reflect filter changes made after it initially loads
Reporting PRB1337307 Translation used for 'To' in the report list pagination is
improper
Reporting PRB1321064 The report info is not displayed for the admin/report
admin when it is not shared with them
Resource PRB1323799 When the group has more users and the week/
Management month toggle is set to week for a user, the finder
(resourceGridFinderService) takes more time to load,
which causes memory contention
Resource PRB1331123 Creating a resource plan with a date far in the future
Management can cause instance performance degradation
Schedules PRB1340449 Not able to click Open Record from the pop-up that
displays when hovering over the record icon in the
show_schedule.do page
Search UX PRB1328465 Global Search can use the wrong Default view if the
text_search view does not exist
Search UX PRB1308381 In Global Text Search, tables listed in the 'What's on the
page' section with no results no longer have a link
Security PRB1323994 Code tags are seen in the Post Incident Response
Incident report when code is added in the comments
Response
Service PRB1327657 The variables in the multi-row variable set are not
Catalog displayed in order in the RITM
Service PRB1290257 The dirty form support cannot be turned off for
Catalog catalog items
Service PRB1327804 In two step checkout, if the Requested for field is not
Catalog present in the final step, sc_cart.requested_for will not
move to sc_request.requested_for after checking out
Service PRB1326127 The reference qualifier does not work on the catalog
Catalog item variable for non-English languages in auto-
complete
Service PRB1326590 The Service Catalog Popular Items widget does not
Catalog show catalog items that are in multiple catalogs
Service PRB1330918 UI Policy Client Scripts used against variable sets are
Catalog not working
Service PRB1314834 In Service Catalog, the price isn't showing the selected
Catalog currency when the currency type is set to Fixed
Service PRB1320321 When the catalog item name it too long, the Open
Catalog Record button is being overwritten as a reference
field in the Reference icon preview pop-ups for that
catalog item
Service PRB1321161 Create Request UI flow is broken for Order Guides and
Catalog parent_id is not mapped to the generated request
Service PRB1325307 The Dirty form dialog appears when saving a form
Catalog
Service PRB1328415 List collector does not filter when using a ref_qual on
Catalog another list collector, the results filter only after adding
a value to the second list collector
Service PRB1331159 The mandatory field that displays when the condition
Catalog on Catalog UI policy is met does not display on
Requested Item
Service PRB1332751 Printer friendly version showed extra Z letters under the
Catalog Category page
Service PRB1333938 Missing right-click options to edit catalog item for the
Catalog Catalog Manager
Service PRB1337308 Values are missing for a multi-row variable set when the
Catalog catalog client scripts are used
Service PRB1341901 The field message on the check box variable behaves
Catalog differently
Service PRB1342689 The help text for the Service Catalog item variable
Catalog looks different on the native UI and the platform UI
Service PRB1345662 Users with the catalog_editor role can create client
Catalog scripts and ui policies for any catalog item
Service PRB1349710 Errors occur when a variable with the validation regex
Catalog is modified after submitting
Service PRB1342002 The 'Edit Row' button is not working properly for multi-
Catalog row variable set when any of the string field values
contains '+' sign
Service PRB1328460 ATF test fails for 'not visible' of the Variable State
Catalog: Validation (SP) test step for the variables inside the
Service Portal container of a catalog item
Widgets
Service PRB1322978 On the Service Portal Order status page, the REQ total
Catalog: price frequency displays in another language other
Service Portal than English
Widgets
Service PRB1327287 When trying to load values into a list collector variable
Catalog: using a catalog client script, the list collector variable
Service Portal becomes empty after loading certain choices(35)
Widgets
Service PRB1319631 Catalog Content widget does not show items with the
Catalog: content type KB article
Service Portal
Widgets
Service PRB1322057 When any issue causes the REST API call to fail during
Catalog: a catalog item submission, no visible error is thrown for
Service Portal the user and the page gets stuck on submitting
Widgets
Service PRB1322640 Two new variable sets are added and links are broken
Catalog:
Service Portal
Widgets
Service PRB1327053 The user criteria doesn't work on the Service Catalog
Catalog: wishlist in the Portal, but it works on the platform
Service Portal
Widgets
Service PRB1327923 Total Price doesn't display if only the recurring price is
Catalog: configured on a catalog
Service Portal
Widgets
Service PRB1339202 Lookup Select Box doesn't display recurring price fields
Catalog: on Service Portal
Service Portal
Widgets
Service PRB1349330 The read role on a variable set is not honored in the
Catalog: Service Portal if the variable set has a container start
Service Portal variable before it
Widgets
Service PRB1351398 The catalog item ordering is stuck when the regex
Catalog: variable validation is used
Service Portal
Widgets
Service PRB1348983 The 'Hide Attachment' field is not hiding the 'Add
Catalog: Attachment' link on the content item in Service Portal
Service Portal
Widgets
Service PRB1345057 The Service Portal form displays the workflow stage
Catalog: which is the first in order in the wf_stage table instead
Service Portal of showing the one where the item belongs to
Widgets
Service Level PRB1328145 Incorrect workflow calculation when repairing Task SLA
Agreement in a pause condition
(SLA)
Service Level PRB1339423 HistoryWalker can go into a loop if the history or audit
Agreement data is returned in an order different to the order
requested by the methods called by HistoryWalker
(SLA)
Service Level PRB1326320 SLA Definitions with retroactive start and pause don't
Agreement calculate the last In Progress part of duration when
pause conditions were met in the update prior to the
(SLA)
current one
Service Level PRB1328762 When a retroactive date is given a future date, SLA
Agreement workflow completes immediately and sends all the
notifications
(SLA)
Service Level PRB1347632 There are no ACLs relevant to the contract manager
Agreement role on the tables used for the SLM/Contract
integration (contract_rel_* tables)
(SLA)
Service PRB1320778 The AWS request signature does not match the
Mapping signature generated by the AWS server
Service PRB1318281 The OSMapping script included takes too much time
Mapping and runs CPU high
Service PRB1314992 Process detection fails for Solaris Discovery, when the
Mapping version of the local zone is < 11.2 and the global zone is
>= 11.2
Service PRB1321487 Some Pattern error messages are confusing and need
Mapping to be clarified to explain which properties need to be
changed on which tables to resolve it
Service PRB1323690 The extract port from the members pattern step name
Mapping of the get pools members using ssh pattern expects
the service_port to come with an IP address instead of
hostname
Service PRB1324364 Reduce the Max Allowed Processes from 500K to 200K
Mapping in the EpSuggestions script include
Service PRB1326981 The Layer 2 algorithm does not filter absent IPs and
Mapping takes a long time to complete
Service PRB1344266 The event queue processing is slow due to too many
Mapping discovery.device.complete events in the event queue
Service Portal PRB1321584 The Service Portal list filters are not evaluating ACLs for
the task.variables column
Service Portal PRB1320794 Mandatory is not highlighted for the catalog variable
type radio button on Service Portal
Service Portal PRB1329321 Issues with the translation of the date picker, the month
is not translated
Service Portal PRB935076 Portal and Page fields are not populated for all record
types in the sp_log table
Service Portal PRB1323429 File attachment field type not supported and shows
empty input or sys_attachment record sys_id
Service Portal PRB689400 Unable to navigate to the Back button on browser for
Service Portal after navigating to a URL outside the
portal
Service Portal PRB1317718 Glide List (glide_list) field or List Collector variable with
large number of entries can make browser appear
unresponsive when value is set or loaded
Service Portal PRB1319364 Service Portal Reference field with additional columns
(ref_ac_columns) breaks when two or more columns
contain the same value
Service Portal PRB1324090 'No Matches Found' text is not translated for 'lookup
select' type field
Service Portal PRB1338913 The moment.js library doesn't support legacy time
zones, such as IST or CST, spUtil service needs an
API similar to localeMap that widgets can use with
moment.js to get a supported time zone
Service Portal PRB1312113 Empty sys_created_on date causes issues with Activity
formatting in Service Portal
Service Portal PRB1313329 Item in left side of Slush Bucket widget shrinks in height
when item beneath is moved to the right and can be
hidden entirely after several items are moved
Service Portal PRB1315321 The comment is added more than once when adding
an attachment and writing an additional comment at
the same time on an Incident form
Service Portal PRB1316416 The time format with 'z' time zone token shows 'invalid
date format' message beneath the date/time field
Service Portal PRB1317897 Setting a default value to a variable using the Default
value and Catalog Client Script onload at the same
time will fail on Service Portal
Service Portal PRB1318379 Anchor tag with target frame specified no longer
works in g_form.addErrorMessage
Service Portal PRB1321896 Currency type field on the portal shows multiple
currency options even when the system properties is
set to show only single currency
Service Portal PRB1325992 The max_length over 256 not honored for Wide Single
Line Text variable
Service Portal PRB1329197 The search filter of the Data Table from URL Definition
and Data Table widgets is additive instead of
replacing the existing search term
Service Portal PRB1330239 Problem with the mandatory Lookup Select Box
variable in Service Portal
Service Portal PRB1330732 A UI Policy with a condition that contains 'at or after'
on a date field is not evaluated in Service Portal
Service Portal PRB1332711 After manually entering a different date format from
the user's date format, auto-correction will set the date
to today's date
Service Portal PRB1336170 Selection fields in the Service Portal are not displaying
correctly if ATF Page Inspector is turned on and
sn_atf.runner.enabled is set to true
Service Portal PRB1338447 Image drag and drop in tinyMCE fails when the
glide.attachment.extensions system property has a
value
Service Portal PRB1338688 Duplicate sp_log search entries for each table for a
single search
Service Portal PRB1340284 My team widget (sp-my-team) doesn't have the team
title
Service Portal PRB1041775 The presence API throws a '401 Unauthorized' post
request error in the console log for a guest (not logged
in) user
Service Portal PRB1253845 Profile picture doesn't load when the user uploads a
new image
Service Portal PRB1314736 The date/time type field picks up the time of form load
and not the current time, which inconsistent with the
desktop UI
Service Portal PRB1316371 The 'KB Categories - KBv3' Service Portal widget
displays a list that can't be navigated with arrow keys
Service Portal PRB1317140 Each filter is described twice in the search results
Service Portal PRB1317151 Calendar widget does not hold input focus
Service Portal PRB1317163 Search box navigation instructions for SR are incorrect
Service Portal PRB1318012 The KB Categories - KBv3 widget does not expose color
or title instance options referenced in the template
Service Portal PRB1320880 End users see the Sessions widget showing 'typing'
when an ITIL user is typing in Work Notes field
Service Portal PRB1322890 When capturing clone page in an update set, the
background images in containers are not copied
and the same image is used by both the old and new
container
Service Portal PRB1324907 When editing an announcement, not all users from
m2m_dismissed_announcement will be cleared
Service Portal PRB1325342 On the profile page, user date/time format change
is not reflected in Service Portal until the page is
refreshed
Service Portal PRB1326727 Results from a search source on a table that contains
the score column breaks Typeahead search
Service Portal PRB1326885 The Sessions widget on Service Portal does not
translate the 'Viewing' status
Service Portal PRB1327736 The pop-up (i) icon of a reference field on the form
should not contain the text Click to, if a user uses the
keyboard, they are not able to click the button
Service Portal PRB1328241 Data table with the URL definition widget shows that
matching doesn't work when there is a filter with a tag
Service Portal PRB1328722 Lookup Select Box, List Collector, and Reference
variables cause NullPointerException in Service Portal
when lookup table does not exist
Service Portal PRB1330589 Users are able to save a portal record with 'portal' as
the url_suffix, even if this is a reserved word
Service Portal PRB1330664 Widget options schema of glide_list type takes the
name column as the default filter for the referenced
table
Service Portal PRB1331472 Export as PDF on Service Portal does not apply the
filter of the list data, which was populated as part of
the source relationship (sys_relationship)
Service Portal PRB1331602 Cosmetic issue with Reference field on Service Portal
Service Portal PRB1332057 The Knowledge Base Filter section doesn't function,
render, or translate completely for any language
except English
Service Portal PRB1332326 The Simple List widget doesn't have a way to disable
the record watcher for use cases, which causes
semaphore exhaustion
Service Portal PRB1332476 The Time Sheet Portal shows a green box when you
have a time card with the La Jolla theme
Service Portal PRB1333860 The Mandatory fields message doesn't have commas
separating field labels if translation doesn't contain
exactly one colon (U+003A) character
Service Portal PRB1334760 The 'Data Table from URL Definition' widget is not
resized when opening the filter
Service Portal PRB1336022 Not Able to print Map type report on Service Portal
Service Portal PRB1339429 When you change the date format from UTC (yyyy-
MM-dd), on Service Portal, the published duration of
the KB article displays incorrectly
Service Portal PRB1339563 For a scoped application, the M2M table for the
Service Portal and search source relationship does not
have the sys_scope field to retain the relationship
Service Portal PRB1340936 'UI Script does not return an object: ConditionalFocus'
warning is generated in browser console when viewing
a catalog item
Service Portal PRB1349111 Users can submit an empty mandatory HTML field
Service Portal PRB1343949 Facets in the Knowledge Base search source do not
work properly if there are multiple KB categories with
the same name
Service Portal PRB1349219 The translation MRVS checked box variable shows false
when checked
Service Portal PRB1338056 In IE or Edge, Horizontal Scroll Bar appears for certain
activity logs in ticket conversation widget
Service Portal PRB1320809 Branding Editor theme color changes are not reflected
on the portal for the La Jolla theme
Service Portal PRB1346309 The search source accessibility focus can be on the
incorrect item when paginating results
Service Portal PRB1346424 Ticket Fields widget shows Multi-line text variable
without line breaks
SkyNow PRB1334147 When users edit the vulnerability group, both the
Mobile - 'Assignment group' and 'Assigned to' fields cannot be
Backend cleared on the mobile app
Software Asset PRB1331499 SAMP Entitlement Import doesn't create the correct
Management Start or End Date on the record
Professional
Software Asset PRB1331005 BigFix/ILMT computers data are not being reconciled
Management if there is an existing CI of class other than
Professional cmdb_ci_computer
Software Asset PRB1323163 'Remove Demo Data' from HI removes records from the
Management samp_sw_product table
Professional
Software Asset PRB1319483 The Update Model Category business rule inserts
Management empty records into cmdb_model
Professional
Software Asset PRB1319697 Subscription pull schedule job normalizes install for all
Management subscription software, but it should only normalize for
Professional Microsoft subscription software
Software Asset PRB1320661 The Product should match publisher business rule will
Management prevent creating/updating a software model when
Professional core_company records for that publisher have more
than one normalization = true record
Software Asset PRB1325226 SM with both Per User and User CAL doesn't have the
Management true-up cost calculated properly
Professional
Software Asset PRB1342020 Reconciliation fails when 2 products have the same
Management case insensitive name but a different case-sensitive
Professional name
Software Asset PRB1342930 With Microsoft Office 365, the user subscription records
Management are not populated because the user principal name
Professional values are not their email addresses
Software Asset PRB1348666 Metric attributes are not created for Per (Named) User/
Management Device for Citrix, Adobe, VMware, and IBM
Professional
State Flows PRB1320389 The Demand Process Flow state does not remove
check mark if state proceeds backwards in flow
Studio PRB1317452 Users cannot edit the application in Studio when the
translation plugin is enabled
Survey PRB1323165 The Date/Time field is too short to show the time on the
Management survey
Survey PRB1338719 Legacy survey migration > Task field is not getting
Management updated under survey instance after migrating legacy
survey
Survey PRB1342837 The 'Take me to the Survey' link is missing and replaced
Management with unnamed image for copied surveys
Test PRB1343347 Adding test cases to a test plan using Add to Test Plan
Management from Test Suite shows incorrect results in the Number of
test cases field
Text Search PRB1315102 On the dictionary form for child tables the audit field is
hidden by a UI Policy
Time Card PRB1320029 The Time Sheet portal shows the calendar at the
Management bottom when users use Windows OS
Time Card PRB1321677 In London, a time sheet with an empty task is getting
Management added in the Time Sheet Portal
Time Card PRB1336469 After time sheet portal loads, scrolling through the list
Management of cards (tasks) is extremely slow, and it is unusable for
longer lists
Time Card PRB1324404 If the 'announcement dismiss' option in the Time Sheet
Management portal is set to 'User cannot dismiss', the scroll bar is
disabled
Time Card PRB1328178 Notes are lost in the Time Sheet Portal when you merge
Management duplicate time cards
Time Card PRB1330540 The Copy From Previous Time Sheet option does not
Management verify if the resource plan is completed or canceled
Time Card PRB1332249 The Month in the calendar of the Time Sheet Portal
Management header does not translate to different languages
Time Card PRB1344919 Unable to scroll time card tasks when the Time Sheet
Management Portal 'tcp' uses 'Time Card Theme'
UI Action PRB1322164 Work notes are not saved if the work_notes field is
changed from mandatory to not mandatory
UI Policy/Client PRB1319816 The error message 'UI Policy Violation' on the VTB is
Script customized but doesn't appear for the first time
UI Policy/Client PRB1326786 The 'is less than' and 'is more than' operators perform
Script incorrect comparison calculation between two Date/
Time (glide_date_time) fields
UI Policy/Client PRB1348024 The UI policy using the 'at or after' or 'at or before'
Script operators fails on the Date/Time fields
UI Policy/Client PRB1348943 The OnChange event in the client script removes the
Script space in the 'newValue' parameter
Update Sets PRB1262110 Previewing the update set for sys_ids with manually
set values results in the error 'could not find a table
sys_number_kb this update requires'
Update Sets PRB1337449 Form sections do not migrate correctly when a table
is created and the new table's form is altered in the
same update set
Update Sets PRB1339482 Previewing a parent update set with a global app
along with a child update set with further updates
causes preview errors
Update Sets PRB1251402 An update set that contains a table extension and
form sections causes errors when previewed
Update Sets PRB1318017 When users select 'ALL Update Set preview conflicts'
and select the 'Accept remote update' row action, a
confusing message appears
Update Sets PRB1331784 Retrieved update sets contain empty updates for users
who do not have access to the sys_update_xml table
Usage PRB1302543 UA jobs should run after other LUA jobs that are
Analytics currently running on the same node
User Criteria PRB1336565 Scripted User Criteria is not cached, which causes
performance issues
Vendor PRB1331852 The Vendor Portal does not show questions when
Security Risk the answer in a string type question contains the
Assessment percentage character '%'
(VSRA)
Vendor PRB1326342 In the Vendor Risk Portal, assessment metrics with the
Security Risk 'template' data type do not honor the metric category
Assessment to which they belong
(VSRA)
Virtual Agent PRB1312361 Pinned KB articles are not appearing in Virtual Agent/
for ITSM Chatbot search results
Virtual Agent PRB1329443 When creating a record from Virtual Agent, different
Platform behavior occurs between defined actions and
scripted actions when they are used
Virtual Agent PRB1321902 Virtual agent tables Conversation fields are not
Platform accessible
Virtual Agent PRB1335504 Bot Bubble Font CSS Styling breaks in IE11 on Boolean
Platform user input box
Virtual Agent PRB1343420 Unable to see shared case when KB numbers are sent
Platform by live agent on adapters for Connect Support and
Agent Workspace
Virtual Agent PRB1349593 When users click 'Send email to Customer Support', the
Platform page does not load, and the error 'refused to connect'
appears
Visual Task PRB1326528 Can't drag and drop tasks and can't select filters
Boards
Visual Task PRB1328701 Error displayed when the owner of a VTB board is in the
Boards TOP domain
Visual Task PRB1289068 Visual Task Board filter quick picker (color, user) is not
Boards responsive on the first tap in SN Mobile Apps (iOS,
Android)
Visual Task PRB1301358 On VTB cards for Guided Task Boards with dot-walked
Boards choice fields defined as Lanes, color-coded labels are
not displayed
Visual Task PRB1319657 When 'Add to Visual Task board' option is selected
Boards from the Request [sc_request] table, a 'Cannot read
property 'replace' of null' error is thrown
Visual Task PRB1321053 The 'add to filter' icon in the 'Labels' tab is not hidden
Boards after users click the filter to remove it
Visual Task PRB1321434 Clicking the plus (+) sign on the list of VTB boards only
Boards opens a free form board, not data-driven boards
Visual Task PRB1323001 When creating a record from the VTB, a 'Creation of
Boards new task failed' error appears
Visual Task PRB1328506 When a new lane is added to the guided board, the
Boards search results do not show matching records
Visual Task PRB1348322 For visual task boards based on a string field that
Boards contains digits, the column symbol and string fail to
display the lane name
Vulnerability PRB1323562 Vulnerable Items and Affected CIs are not being
Response successfully associated with a CHG
Vulnerability PRB1325709 The 'Set related business services for VI' scheduled job
Response is impacting performance
Walk-Up PRB1346765 Walkup queue page does not auto-refresh wait time
Experience after Madrid upgrade
Web Services PRB1322076 When REST XML transaction times out, the response xml
message is not well formed
Web Services PRB1333220 Rest API Explorer is escaping special characters in the
XML payload content
Web Services PRB1344348 Inbound REST call with pagination: URIs in Link header
no longer escaped
Web Services PRB1347334 The SOAP message function that uses web service
security can fail to sign the SOAP envelope
Workflow PRB1343070 The 'Wait for condition' step is stuck in waiting state
Workflow PRB1343184 The 'Set state to approved or expired' run script activity
in Contract Approval Workflow didn't update with the
latest code
Open Database Connectivity When a ServiceNow ODBC user types incorrect user credentials,
(ODBC) 4 login.failed events are created instead of 1
PRB1282816
Open Database A ODBC query to a 'string' with When using ODBC to query to a 'string' that
Connectivity the value of a field name will matches the value of a field name, it translates
(ODBC) translate to the incorrect 'same to an incorrect 'same as' query. The incorrect
as' query, returning incorrect query can return the incorrect rows.
PRB1162624 rows
Open Database 64-bit ODBC Driver fails to FedRAMP data centers no longer allow for
Connectivity connect to instances hosted in connections made with TLSv1.1 or lower. The 64-
(ODBC) FedRAMP datacenter due to bit version of the 1.0.13 driver uses JDK 1.8.152,
TLSv1.2 requirements which has been known to have issues with TLS.
PRB1278032
As a result, the server rejects the connection
when falling back to the next highest version.
For symptoms, cause, and resolution
information, see KB0563593 in the HI Knowledge
Base.
Open Database ODBC driver returns non-integer Users cannot use ODBC driver 1.0.11 correctly
Connectivity fields as NTEXT where varchar is in combination withL: SQL Version: Microsoft
(ODBC) expected SQL Server 2014 (SP2-CU2-GDR) (KB3194718) -
12.0.5532.0 (X64) Oct 5 2016 20:28:25 Copyright
PRB1110116
(c) Microsoft Corporation Enterprise Edition:
Core-based Licensing (64-bit) on Windows NT
6.3 <X64> (Build 9600: ) (Hypervisor)
"SELECT INTO" queries cause the ODBC driver
to convert fields to NTEXT where varchar is
expected instead.
PRB708941 Querying more than 4MB with ODBC See Known Error for steps to reproduce
driver creates temp files
KB0597404
PRB747962 ODBC driver outputting incorrect See Known Error for steps to reproduce
number of records when using LEFT
KB0621993 JOIN ON SELECT * query
Version 1.0.11 of the ODBC Driver uses Java 1.8. You may need to configure your Java path after
installing this version. See KB0597981 for more information.
PRB711960 When querying a table that has a string Refer to the listed Known Error KB article
field whose value exceeds 65535 kb, for details.
KB0597602 the following error occurs:
[SN][ODBC ServiceNow driver]
[OpenAccess SDK SQL Engine]Disk
cache error. Field length:93238
exceeds maximum limit of 65535
PRB691056 ODBC query on Display Value for a Refer to the listed Known Error KB article
state does not return the entire Display for details.
KB0597979 Value
PRB716125 iSQL returns only 16383 bytes even if a Refer to the listed Known Error KB article
field contains more data for details.
KB0598308
Fixed problems
PRB634397 ODBC driver fails to get data or Refer to the listed Known Error KB article
connect when invoking multiple or for details.
KB0551938 parallel connections.
PRB630646 ODBC driver caches schema between Refer to the listed Known Error KB article
different connections. for details.
KB0549682
PRB630233 The ODBC driver doesn't use the SOAP Refer to the listed Known Error KB article
aggregate API for aggregate queries. for details.
KB0549578
PRB629818 ODBC driver does not optimize select Refer to the listed Known Error KB article
top N queries. for details.
KB0549557
To create personalized release notes for your upgrade, use the Filter by feature to select your
current release version and your target version. The table will filter to show you the personalized
release notes for the selected upgrade scenario. You can view the cumulative PRB release
notes in HTML or download them in a CSV file. We are working on improving the HTML display
of these release notes, but in the meantime, we hope you enjoy this personalized release notes
experience.
Warning: For now, these personalized release notes only include non-security PRB fixes.
It is important to review security fixes before you upgrade. To view a list of all security fix
release notes, review the Cumulative list of security release notes [KB0758996] article on the
HI Knowledge Base (HI login required).
Only available target release versions are listed in the personalized release notes generator. For
further information on a PRB, documentation updates, or fixes included for a specific release
version, you can also browse the standard release notes topics on the ServiceNow Product
Documentation website.
Important: Be sure to upgrade to the latest release version that includes all of the PRB fixes
you are interested in.
Jakarta Early Access New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 1 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 1 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 1 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 2 Hot Fix 6 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 3 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 3 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 3a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 3a Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 4 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 4 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 5 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 5 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 5 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 6 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 6 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 6a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 7 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 7 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 8 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 8a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 8a Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 6 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9 Hot Fix 8 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9c Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9c Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 10 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 10 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Kingston Early Access New York Patch 1 Hot Fix 1 html csv
Kingston Patch 3 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 3 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 3a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 4 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 4 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 4 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 6 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 6 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 6 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 6 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 7 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 8 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 9 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 10 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 10 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 12 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 12 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 14 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 14b Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Early Access New York Patch 1 Hot Fix 1 html csv
London Patch 1 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
London Patch 1 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
London Patch 2 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
London Patch 2 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
London Patch 2 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
London Patch 3 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
London Patch 3 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
London Patch 3 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 5 New York Patch 1 Hot Fix 1 html csv
London Patch 4 Hot Fix 6 New York Patch 1 Hot Fix 1 html csv
London Patch 5 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 6 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 6a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 6b Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 7 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 7 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
London Patch 8 Hot Fix 3 New York Patch 1 Hot Fix 1 html csv
London Patch 8 Hot Fix 4 New York Patch 1 Hot Fix 1 html csv
London Patch 9 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Early Access New York Patch 1 Hot Fix 1 html csv
Madrid Patch 0 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 1 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 1 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 3 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 3 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 4 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 6 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
New York Early Access New York Patch 1 Hot Fix 1 html csv
New York Patch 1 New York Patch 1 Hot Fix 1 html csv
Important: For an in-depth explanation of the upgrade process, refer to Upgrade your
instance.
Before you begin the upgrade process, read the New York release notes and review the upgrade
and migration tasks for your applications and features.
System upgrades can be significant projects. Each ServiceNow feature release includes major
additions, and you should always consider the impact of new functionality on an instance.
Upgrading implements enhancements to all features that are part of the base system or are
already active, unless the feature is customized on your instance. For a list of all available plugins
and whether they are active by default on the base system, see List of plugins (New York).
Careful preparation and knowledge of the available software, tools, and resources can
contribute to a successful upgrade. In addition to the materials provided by ServiceNow,
it is important to understand how your ServiceNow instance is currently operating and the
performance level of key business functionality. Set the expectation with IT and business users that
time must be dedicated to preparing for, implementing, and testing ServiceNow upgrades.
If you have any issues during the upgrade process, contact ServiceNow Customer Support.
ServiceNow Customer Support is available 24 hours a day, 7 days a week to assist you with any
questions or issues.
For additional help with upgrades, ServiceNow also offers various Production Readiness Services.
These services specifically address challenges with instance upgradability, manageability,
scalability, and performance. The reviews are performed by a ServiceNow-certified professional
consultant, who provide recommendations to align customer configurations with ServiceNow best
practices. Contact your ServiceNow sales representative for more details.
Supported upgrades
You can upgrade directly to the latest release family. If multiple software versions are involved in
your upgrade, be sure to consult the release notes for each version between your current version
and the target version. For more information about release terminology and availability phases,
see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base.
The ServiceNow Store includes official applications that are developed and released by
ServiceNow. Users can download, access, and configure ServiceNow Store apps on their
instances.
Starting in the Madrid release, new versions for a ServiceNow Store app can be defined in patch
and family releases. This includes the ability to define a minimum version and/or a hotfix for a
version you already have installed. From Madrid onwards, if your instance has an installed app
version below the defined minimum version, the app will be upgraded to the minimum required
version. Similarly, if your instance has an installed app below the defined hotfix version, your app
will be upgraded to the hotfix version.
For example, consider an application that defines these versions in a release: 1.7.1, 2.4.0, and 3.0.1.
In this example, version 1.7.1 is the minimum version. Versions 2.4.0 and 3.0.1 are hotfix versions.
When an instance upgrades to the release version, the following behavior occurs:
Version installed before the upgrade Expected version after the upgrade
1.0.0 1.7.1 - The version upgrades to the minimum
version
1.3.2 1.7.1 - The version upgrades to the minimum
version
1.7.1 1.7.1 - The version stays the same, because the
instance was already on the minimum version
1.7.2 1.7.2 - The version stays the same, because the
instance was already ahead of the minimum
version
Version installed before the upgrade Expected version after the upgrade
1.8.0 1.8.0 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
2.0.0 2.4.0 - The version upgrades to the defined hotfix
version
2.6.0 2.6.0 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
3.0.0 3.0.1 - The version upgrades to the defined hotfix
version
3.0.5 3.0.5 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
4.0.0 4.0.0 - The version stays the same, because there
are no hotfix versions defined for 4.0.0+.
ServiceNow organizes its releases into families. A family is a set of releases that are named after
a major city, such as New York. Families also contain patches and hot fixes. For example, the
following releases are both part of the Madrid family:
• Madrid Patch 4
• Madrid Patch 3 Hot Fix 2
Upgrading is the act of moving to a release that is in a different family than your current release.
For example, a move from London Patch 7 to Madrid Patch 3 is an upgrade because London and
Madrid are different families.
Updating is the act of moving from one patch or hotfix to another within the same release family.
For example, a move from Madrid Patch 1 to Madrid Patch 3 is a update because both versions
are part of the London family.
In both cases, the target release is Madrid Patch 3. It is the difference between your current and
target release family that determines whether you are upgrading or updating.
Type Scope
Feature • Introduces new features
• Includes all available fixes to existing functionality
• Is production-oriented; quality and stability are of the highest priority
throughout the life cycle
Hot Fix • Supports existing functionality with a specific problem fix for a feature
release
• May or may not include any previous fixes for a given release
• Does not include new features
For more information about release terminology and availability phases, see the ServiceNow
Release Cycle [KB0547244] article in the HI Knowledge Base.
When you plan an upgrade, remember that ServiceNow does not provide a universal rollback
option. Rollbacks are available for upgrades (for example, New York patch-to-patch and New
York patch-to-hotfix). The rollback window is 10 days by default. You can customize this window by
modifying the glide.rollback.expiration_days property. To request a rollback, contact ServiceNow
Customer Support.
Avoid restoring a production instance from backup, when possible, due to downtime and data
loss. When a problem cannot be solved using other methods, restoring a production instance from
backup is a final option. ServiceNow can restore an instance to any point in time, regardless of
when a backup is completed. ServiceNow provides customer support 24 hours a day, 7 days a
week for assistance with critical post-upgrade issues.
Note: ServiceNow does not perform on-demand backups. Instances are automatically
backed up daily during non-peak business hours on schedules defined by ServiceNow. The
timing of existing backup schedules is not adjusted.
Testing is an integral portion that occurs after each instance is upgraded. After you upgrade an
instance, test and validate it.
This instance naming convention assumes that you have three ServiceNow instances. If you have
three instances, upgrade your instances in this order:
1. Development
2. Test
3. Production
If you have more or less than three instances, or if you are using Team Development, these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.
Test • Use the ServiceNow Automated Test Framework to assist you in testing
your non-production instances.
• In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start
your testing before and after upgrades. For a list of available tests and
activation information, see Quick start tests.
• For extra testing coverage, you can also conduct user acceptance
testing (UAT) on your non-production instances.
If you encounter any post-upgrade issues, document the issue's conditions, steps to reproduce the
issue, and your customizations. Contact ServiceNow Customer Support to open an incident for
each issue, and provide this information accordingly. ServiceNow Customer Support is available
24 hours a day, 7 days a week to assist you with any questions or issues.
Important: These topics contain in-depth explanations about upgrades. For a step-by-step
reference of upgrade steps, refer to the Upgrade planning checklist (New York).
Important: If multiple software versions are involved in your upgrade, be sure to consult the
release notes for each version between your current version and the target version.
1. Read the release notes for your target version. Review upgrade and migration tasks that you
will need to complete before or after your upgrade.
ServiceNow provides release notes for every release. The release notes offer valuable
information about new functionality, notable changes, and fixes available in a particular
version. Read the New York release notes to determine whether the upgrade contains
functionality you need and fixes that resolve any issues affecting your instance. The release
notes can also help you determine whether items you previously customized are being
upgraded. For New York-specific upgrade considerations, see Pre- and post-upgrade tasks
for various products.For a downloadable, sortable version of New York fixed problems, see
KB0748891.
2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning checklist
(New York).
The checklist contains a list of planning tasks that guide you through various aspects of
upgrade preparation. You are guided through tasks such as scoping, gathering stakeholders,
identifying features to disable and enable, and creating test plans to use throughout the
upgrade. Follow these steps to ensure that all aspects of your organization are ready for the
upgrade.
3. To better prepare for the upgrade, evaluate the level of customizations on your instances.
For information on customization best practice guidelines, refer to the Customer Success
Center's Define business case guidelines page.
4. Create a comprehensive test plan that includes test cases for all core instance functionality
and integrations, including any customizations you may have.
To efficiently test and evaluate system functionality, create a set of detailed test scripts for
your testing team to use. You will use this test plan throughout each instance upgrade.
Important:
For effective upgrade testing, use this clone to test on a system that reflects the
production instance as closely as possible. If your non-production and production
instances are the same size, include the production audit log and the attachment
data on your production clone. To ensure that all production data is included with the
clone, make sure that you clear all the Exclude check boxes on the Request Clone
form. On your non-production instance, replicate typical user behaviors that occur on
your production instance to enhance an estimate of your upgrade duration.
To help you set accurate expectations for performance during upgrades, be aware of the
differences between the nodes on your non-production and production instances. Instances
with one node experience a short period of downtime during the upgrade, but multi-node
instances do not have UI downtime. For details on your nodes and their status, see the
Upgrade Progress.
Check Upgrade Script • Runs after the distribution has been upgraded.
• Performs the database upgrade.
Important: Your upgrades are orchestrated out of your instance, not HI.
HI keeps records of what version you should be running, and your instance periodically queries HI
to check its assigned version. When you designate a time for your upgrade, your instance begins
the upgrade at that time. For example:
Action Result
You schedule an upgrade to New York Patch 8 to HI changes its records to reflect that you should
take place on June 10 at 3:00pm. be on New York Patch 8 on June 10 at 3:00pm.
HI waits to get pinged by your instance after the Your instance continues to operate on its current
scheduled time on June 10. release version, and it periodically pings HI.
After the scheduled time on June 10, HI receives HI tells your instance that it should be on New York
a ping from your instance. Patch 8.
Your instance receives HI's notification that it Your instance starts the upgrade.
should be running a different version.
1. Check the configuration of the Upgrade scheduled job to view how often and when it runs.
a) Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b) In the list, find the Upgrade scheduled job.
c) View the Next action column to determine when the job next runs.
3. Verify that the Check Upgrade Script sys_trigger is set properly for upgrading.
a) Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b) Find and click the Check Upgrade Script scheduled job.
c) Make sure that the Trigger type is set to Run at System Startup.
The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the
instance.
g) To specify a date and time for the upgrade or patch, click the calendar icon next to the
Start Date and Time field.
h) Click the clock icon to select the time for the upgrade or patch.
Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting
allows enough time for the upgrade or patch request to update HI's records about
which release version your instance should be on before the Upgrade scheduled
job runs.
i) Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request is
created.
b) Click the calendar icon and specify a date and time at least three days in the future.
ServiceNow entitlement managers respond to your entitlement request within three days.
Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting
allows enough time for the upgrade or patch request to update HI's records about
which release version your instance should be on before the Upgrade scheduled
job runs.
c) Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement request
number is included. Click the entitlement request number to view the request.
d) If you have any questions about your entitlement, comment on your entitlement request
after you have submitted it.
The Upgrade Monitor module: Upgrade an individual instance helps you upgrade an individual
instance. You can monitor the progress of an upgrade and resolve conflicts between the
upgrade and customizations.
1. Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the
upgrade to your development instance is complete.
2. After the upgrade for your development instance is complete, process the skipped records list
in the Upgrade Monitor.
As you are processing the skipped list, you may merge and revert records, resolve conflicts for
an individual record, and make additional customizations. These changes go into the latest
version, which goes into your current update set.
3. Identify your update sets.
You need these update sets for your subsequent non-production instances. If there are issues
that must be addressed after the upgrade, make the appropriate changes and they will go
into your current update set. Collect the update sets that:
• Were created while reviewing the skipped updates list.
• Were created while changing customizations to work with the latest release.
• Must go live immediately after your next upgrade.
Gathering these update sets before your upgrade expedites the process of exporting,
importing, and committing them onto your other instances. After the correct update sets are
identified, follow the standard process for moving and applying those update sets. Refer to
System update sets for details.
4. Before and after upgrading, conduct smoke tests on your development instance. Use your
comprehensive test plan to perform functional testing.
After upgrading, track any defects or deviations from the pre-upgrade testing results. Defect
tracking can help identify root causes and create fixes. When a fix is identified, capture the
fix in a single update set. The resulting update sets hold the cumulative fixes that should be
applied to the production instance.
To help automate your testing and validation on non-production instances, use the
Automated Test Framework. In the Madrid release, Automated Test Framework quick start
tests were introduced. Many products include testing suites to help you jump start your testing
before and after upgrades. For a list of available tests and activation information, see Quick
start tests.
If you have more or less than three instances, or if you are using Team Development, these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.
After you have applied your development update sets to your test instance, perform the following
tasks on your test instance (and other non-production instances, if applicable).
1. Create a system clone down from your production instance.
2. Schedule the non-production upgrade in HI and verify your upgrade configurations.
3. Validate that the upgrade to your non-production instance is complete.
4. Install any optional plugins that were installed on your development instance.
5. Install any custom applications and post-upgrade fix scripts that you need.
6. Install update sets.
Use these update sets to move your initial changes into your subsequent non-production
instances.
7. Perform functional testing and monitor the performance of your instance.
Reproduce the typical user activities that occur on your production instance. The Automated
Test Frameworkcan greatly assist you in testing your non-production instances. In the Madrid
release, Automated Test Framework quick start tests were introduced. Many products include
testing suites to help you jump start your testing before and after upgrades. For a list of
available tests and activation information, see Quick start tests. For extra testing coverage,
you can also conduct user acceptance testing (UAT).
• Integrations
• Instance performance
2. Use the ServiceNow Performance homepage to document the performance of your instance
before the upgrade.
You will later compare and contrast this information during your post-upgrade validation and
testing. Benchmarks will be different for each of your instances.
To access the ServiceNow Performance homepage:
a) Log in to your instance.
b) From the list in the top left of the instance homepage, select ServiceNow Performance.
3. On your clone, perform functional testing and monitor the performance of your instance.
Replicate typical user behaviors that occur on your production instance. Assign a consistent
core team of power users and key stakeholders to validate important functionality in the
ServiceNow instance before and after upgrades.
The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the
instance.
g) To specify a date and time for the upgrade or patch, click the calendar icon next to the
Start Date and Time field.
h) Click the clock icon to select the time for the upgrade or patch.
Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting
allows enough time for the upgrade or patch request to update HI's records about
which release version your instance should be on before the Upgrade scheduled
job runs.
i) Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request is
created.
b) Click the calendar icon and specify a date and time at least three days in the future.
ServiceNow entitlement managers respond to your entitlement request within three days.
Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Upgrade scheduled job runs. This setting
allows enough time for the upgrade or patch request to update HI's records about
which release version your instance should be on before the Upgrade scheduled
job runs.
c) Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement request
number is included. Click the entitlement request number to view the request.
d) If you have any questions about your entitlement, comment on your entitlement request
after you have submitted it.
3. Monitor the upgrade to your instance and validate that the upgrade to your production
instance is complete.
There are several methods of verifying that your upgrade is complete:
• Navigate to the System Diagnostics > Upgrade Monitor.
• Navigate to System Diagnostics > Upgrade Log and locate the Notifying HI that
upgrade has been completed message.
• Navigate to System Definition > System Upgrades. Information about all system upgrades is
listed.
• Navigate to System Diagnostics > Upgrade History and search for the most recent
upgrade.
4. Apply any update sets and post-upgrade fix scripts that you have.
5. Validate and test your instance by conducting user acceptance testing (UAT).
Performance and operating information is available in the system logs, which offer an excellent
source of information for evaluating the inner workings of a ServiceNow instance. Use this
information to help resolve as many errors as possible. To access the log data, navigate to System
Logs > System Log > Errors.
Note:
Not all errors in the error log are results of your upgrade. Error messages are often present in
pre-upgrade instances, and many of these messages do not affect users or performance.
Other resources
Some applications or features require that some tasks are completed before and after your
upgrade to a new release version. In some cases, products migrations also require additional
steps. Complete the upgrade tasks where necessary to prepare for an upgrade, and complete
appropriate migration tasks after the upgrade to protect your data and customizations from
changes to the system.
Note:
In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
Advanced Work If you are using Connect Support and want to move to Advanced Work
Assignment Assignment and Agent Chat, see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat.
Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.
Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.
Asset Management • In-flight transfer orders created to fulfill IT equipment requests are
upgraded to include the following fulfillment tasks: Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer
orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were
upgraded are closed. For example, if a transfer order line is in the
Shipment Preparation stage, then the Ready for fulfillment and Prepare
for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.
Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.
Automated Test Copy and customize ServiceNow platform-provided quick start tests
Framework to validate that your instance works after you make any configuration
changes. For example, if you apply an upgrade or develop an application.
Cloud Management • Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is supported.
• Catalog items created from cloud-native templates in releases prior
to the Madrid release are treated as blueprint-based catalog items.
As a result, you cannot modify the underlying template. There is no
workaround.
Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.
Discovery During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
Field Service When you upgrade your mobile application, you may have to migrate
Management customizations from earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.
ITOM Health The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
MID Server The auto-upgrade process for MID Servers in New York has changed. The
MID Server no longer receives its upgrade through the instance, as it did
in previous releases. All MID Server host machines now require access to
the download site at install.service-now.com to enable auto-
upgrades. For additional details about how MID Server upgrades are
managed and where to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted
per executable path. Upgraded Windows MID Servers that have multiple
services pointing to the same installation folder are prevented from starting.
See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade
monitor tests the MID Server's ability to upgrade on your system before
the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID
Servers manually.
Mobile platform During the upgrade to the New York release, the instance is updated to use
the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system
mobile applications that are installed on your instance are automatically
updated to work with the new design and can be used with Studio right
away. For more details on the mobile hierarchy, see ServiceNow mobile
app configuration.
Modified base system applications and applications that you have created
in Studio will continue to work after the upgrade, but they will not be
configurable in Studio until after you run the mobile migration script. For
additional details on the migration script, see Migration from Madrid to New
York mobile.
Operational Intelligence After you upgrade all the Operational Intelligence ServiceNow® MID
Servers in the MID Server distributed cluster to New York, restart the MID
Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be
stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a
time.
Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
2. Enable the connectors to pull the missing data.
Password Reset • The Password Reset application is a platform feature and is upgraded
by default.
• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is
activated by default.
• The Password Reset application is not available during the upgrade
process.
• If you are using the Local ServiceNow credential store: For new
installations and updates to instances that are not domain-separated
and where Password Reset workflows have not been modified: The
instance will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier
releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new
installations and updates to instances where:
• The instance is not domain-separated and
• Password Reset workflows have not been modified and
• The Microsoft AD spoke is activated on the instance
Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
upgrades.
Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .
Security Incident If you are upgrading directly from the Jakarta or Kingston releases to
Response the New York release (skipping the London release), navigate to System
Definition > Fix Scripts, and run the Update integrations to multi domain
fix script. Run this script to enable certain integrations to define multiple
configurations.
Service Level After you upgrade, you can activate the Service Portfolio Management
Management SLA Commitments plugin (com.snc.service_portfolio.sla_commitment) to
use the Service Commitment flag in the SLA Definition record. With this flag,
you can differentiate between an SLA definition tied to a Service Offering
commitment and an SLA definition that is not tied to a Service Offering
commitment.
Service Mapping During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Service Portal • By creating an Agent Chat portal configuration, your end users can
initiate and maintain an Agent Chat conversation in any portal page.
This feature replaces the Virtual Agent Service Portal widget. If your
portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See
Configure Agent Chat in Service Portal.
• The Now Platform collects search data and analytics that generate
search suggestions. If you are upgrading from a previous release, the
search analytics do not contain any data yet. To immediately provide
suggestions to your users, you can populate the search suggestions
using data from either the Text Searches [text_search] table or the
Service Portal Log Entries [sp_log] table. For more information, see
Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect
search data and analytics to generate suggestions. To benefit from
this new feature, you can either migrate search to use the base system
Faceted Search widget, or configure your search widget to collect
search data using the GlideSPSearchAnalytics API. For API reference,
see GlideSPSearchAnalytics. For more information about the Now
Platform search analytics and suggestions feature, see Search analytics
and suggestions.
• Take advantage of the latest article view features such as including links
and images in article feedback and article versioning by activating the
Knowledge Article View page route map. This map routes the kb_article
page to the kb_article_view page. See Page route maps.
Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.
Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.
Virtual Agent • Migrating Virtual Agent topics: Conversation topics created in the
Madrid release are fully supported in this release and do not change
during upgrade. After upgrade, you can continue to develop and use
keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language
Understanding (NLU) model to your Virtual Agent conversations. NLU
models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR
Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU
models, along with predefined conversation topics. To learn more, see
Get Started with NLU in Virtual Agent.
• Defining a Service Portal Agent Chat Configuration: After upgrading, if
you define a Service Portal Agent Chat configuration, you must remove
any previously installed Virtual Agent Service Portal widgets from portal
pages.
The Service Portal Agent Chat configuration enables users to run Virtual
Agent and Live Agent on all pages of selected service portals. This
means you no longer need to retain the legacy Virtual Agent Service
Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.
Vulnerability Response If you are upgrading from a previous version of Vulnerability Response, you
can begin using the Vulnerability Response new features immediately. All
updates to Vulnerability Response are only available in the ServiceNow®
Store.
If you've previously installed Vulnerability Response, you don't need to
install the Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update.
For detailed information on upgrade from Kingston or London to
Vulnerability Response, see Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability
Response for upgrades. If you add custom tables that rely on inherited
ACLs, you must recreate the ACLs in that custom table. If you add custom
roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by
attribute on the roles is set correctly to enable access to application
administration.
Note:
Once enabled, Application administration cannot be disabled.
Some optional steps may not be appropriate depending on the number of instances,
customizations, and so forth. Mark the ones you do not need in the N/A column.
Note:
The process for completing steps for self-hosted customers may vary (for example,
requesting an instance clone or upgrades). These differences must be considered during
planning.
Customer name:
Product instance name: https://[instancename].service-now.com
Other instance names https://[instancename].service-now.com https://
[instancename].service-now.com
Note:
There may be a service charge and require
professional services engagement.
Note:
It is important to test on a system that
reflects the production instance as closely
as possible. If your non-production and
production instances are the same size,
include the production audit log and the
attachment data, and ensure that you have
deselected the exclude options.
Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in HI
21 Check the configuration of the Upgrade scheduled
job to view how often and when it runs.
Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as your test
instance
30 On your production instance, create a system clone
and select your development instance as the Target
instance.
Each release family contains new functionality. Read to the release notes for details on the new
features and changes in London, Madrid and New York.
• London release notes
• Madrid release notes
• New York release notes
Patches and hot fixes contain security fixes as well as fixes for products and applications. These
fixes are listed in each family's Available Versions.
• Available versions (London)
• Available versions (Madrid)
All other fixes Lists all other fixed PRBs in the patch
Refer to the Known Error Portal to quickly locate Known Error articles related to the various
releases.
Upgrade instructions
After you have reviewed the release notes and patch information to understand all the changes
that will be implemented in New York, you can start upgrading your instance. For an overview of
the upgrade process, release definitions, and upgrade testing, refer to Upgrade to New York.
For a step-by-step guide through the upgrade process, refer to Upgrade your instance and the
Upgrade planning checklist (New York).
To help automate your testing and validation on non-production instances, use the Automated
Test Framework. In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start your testing before and
after upgrades. For a list of available tests and activation information, see Quick start tests.
UI16
The UI16 interface provides an updated look and usability improvements.
Notable features include real-time form updates, user presence, a redesigned application
navigator with tabs for favorites and history, and enhanced activity streams. UI16 is the default
user interface for new instances. For upgraded instances, an administrator must activate UI16.
Watch the five-minute video User Interface | Overview to learn about the elements of the UI16
user interface.
UI16 components
Component Description
Banner frame Runs across the top of every page and contains a
logo and the following information, controls, and
tools.
• User menu provides options to access your
profile and preferences. Administrators can
impersonate users and elevate their security
role.
•
List v2 is the default version of lists and is supported in all versions of the UI. Even when List v3 is
activated, some UI16 lists may display in List v2. For details, see List v3 compatibility.
List v3 performance is different from performance in List v2. Based on your instance configuration
and the complexity of the query, List v3 may load records more slowly than List v2.
In List v2, the list editor does not enforce client scripts or UI policies. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes, but not client scripts. Allowing list editing with
client scripts running on fields in a form can result in incorrect data being saved to the record. For
more information on list administration and using business rules and client scripts, see List editor
administration.
If you are unsure whether a list is v2 or v3, look for the following identifiers.
• The personalize list gear icon appears in the upper left corner of v2 lists. The personalize list
option is located in the List title menus.
• Page controls appear in the list title bar of v2 lists.
• The list mode toggle appears in the list title bar of v3 lists. You can switch between the standard
list mode, called Grid mode, and a Split list and form mode.
• Avatars appear by user names in v3 lists.
• Page controls appear in a footer at the bottom of the page for v3 lists.
• The response time indicator does not appear on the bottom, right of v3 lists. You can create a
property to display the response time in milliseconds (ms) on the lower left in the List v3 footer.
List v2 identifiers
List v3 identifiers
List features
Most List v2 features are supported in List v3 as well, with the following exceptions.
Feature Details
Hierarchical lists Tables that have hierarchical lists enabled display
in List v2.
Embedded lists Embedded lists display in List v2.
Create a list report in the Report Designer List reports display in List v2.
Customizing list title or list column heading menus Options added to list context menus using the
Context Menu [sys_ui_context_menu] table do
not appear in List v3. Because it is only possible
to customize the list title menu or list column
heading menu by editing records on the Context
Menu table, it is not possible to customize these
menus in List v3. Administrators can customize list
field menu options by editing UI actions.
Detail rows Detail rows do not appear in List v3.
Composite fields Links do not display in composite fields, and the
different field values may appear on the same
line in List v3.
Limiting access to list column personalization Administrators cannot disable list column
personalization or control which user roles can
personalize list columns in List v3.
Administering certain list editor capabilities Administrators cannot configure which field types
are editable and cannot enable single-click list
editing for v3 lists. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes.
Configuring when related lists load When List v3 is enabled for related lists, all related
lists load asynchronously after the form loads,
even if there are no v3 related lists on the form.
Creating default filters for related lists The Set as Default Filter button is not available in
the filter interface for v3 related lists.
Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
This new template prompts you to choose specific record fields that you
can use to build a classification solution.
If you upgrade to the New York release and you have existing solutions
that use one of these deprecated templates, you must update and retrain
the solutions to use the new Classification Template. For more information
on how to update these solutions in New York, see Create and train a
classification solution.
Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.
Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.
Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.
Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.
Automated Test Copy and customize ServiceNow platform-provided quick start tests
Framework to validate that your instance works after you make any configuration
changes. For example, if you apply an upgrade or develop an application.
The Run Server Side Script test step supports version 3.1 of the Jasmine
testing framework. You can upgrade individual test steps from Jasmine
version 1.3 to Jasmine version 3.1. See Run Server Side Script.
By default, the system property that is used to run automated tests is
disabled to prevent you from accidentally running these tests on a
production system. To avoid data corruption or an outage, run tests only
on development, test, and other non-production instances. See Enable or
disable executing Automated Test Framework tests.
Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.
Connect If you are currently using the legacy chat feature to provide help desk
support, close any open help desk chats before activating Connect
Support. Legacy chat and Connect Support cannot be used concurrently.
When you activate Connect Support, the system automatically sets the
state of all Chat Queue Entry [chat_queue_entry] records to Closed
Complete. This ends any open help desk chats.
The credential tag field type changes from string to GlideList in the
Credential table and the credential alias field refers to the created alias
records.
Dashboards
Responsive dashboards enabled by default on upgrade to New York
Responsive dashboards are now enabled automatically upon upgrade
to New York. Responsive dashboards have a more intuitive interface and
are easier to share and edit than non-responsive dashboards. For more
information, see the following topics:
• Differences between homepages and responsive and non-responsive
dashboards
• Working with responsive dashboards
Error:
2018-05-25 09:48:44,758 WARN Unexpected
response code 555 from the ServiceNow instance
"10.11.87.4:16001". Will try again in 5 seconds.
2018-05-25 09:48:44,784 ERROR Update stats
received error code : 555 : ServiceNow instance
is currently being upgraded
2018-05-25 09:48:49,862 WARN Unexpected
response code 555 from the ServiceNow instance
"10.11.87.4:16001". Will try again in 5 seconds.
The solution is to restart the proxy and then retry the proxy upgrade.
Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
Financial Management The upgrade instructions do not apply to Project Portfolio Planning (Portfolio
Budget Model) as it is automatically upgraded as part of the New York
upgrade. Financial Management is no longer dependent on its use of IT
DataMart. The DataMart Definitions have been upgraded to Financial
Management Segments in Istanbul. New segments required for cost model
or budget model must henceforth be created in Financial Management
Segments.
GRC: Policy and The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was
Compliance deprecated and replaced by the new GRC: Compliance UCF
Management (com.sn_comp_ucf) plugin.
Note: The plugin name, ITSM Guided Setup, is the same for both
old and new versions, but the plugin ID is different.
Guided Tour Designer The Guided Tour Designer was first introduced in the Jakarta release with
support for guided tours on the standard platform UI. For new instances
created in Jakarta and beyond, guided tours are active by default. For
instances originating from pre-Jakarta, guided tours are inactive by default.
See Enable guided tours to enable the feature on your instance.
With the New York release, you can also enable guided tours to run on
Service Portal pages. When you upgrade your instance to New York, the
following results occur.
• For instances that are new in New York, the Guided Tours for Service
Portal feature is active by default.
• For pre-New York instances that you upgrade to New York, the Guided
Tours for Service Portal feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the
com.glide.guided_tours.enable and glide.sp.guided_tours.enable
properties are both set to True. See Enable guided tours to enable the
feature on your instance.
ITOM Health The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
MetricBase Legacy triggers are available only to upgraded instances. New activations
of the MetricBase application do not include legacy triggers.
Notifications This release introduces a new Email Client Configuration feature and a
Connection Security option on the Email Account form for choosing the
secure connection for your email server. These features are enabled in new
and upgraded instances. When you upgrade to this release, the following
items are migrated if you previously set them in your instance:
• The secure connection mode that you selected for your email server in
the Email Account form (Enable TLS and Enable SSL fields).
• The email client property settings for controlling:
• Email address autocomplete
(glide.ui.email_client.autocomplete.group)
• From and Reply To email addresses displayed in the email client
(glide.ui.email_client.from and glide.ui.email_client.reply_to)
• Email address recipient qualifiers
(glide.ui.email_client.email_adresss.disambiguator and
glide.ui.email_client.email_address.disambiguator_search)
Note: New customers will have access only to the new Notify-Twilio
Direct driver plugin.
Operational Intelligence After you upgrade all the Operational Intelligence ServiceNow® MID
Servers in the MID Server distributed cluster to New York, restart the MID
Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be
stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a
time.
Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
2. Enable the connectors to pull the missing data.
Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
(Renamed from upgrades.
Agent Intelligence to
Predictive Intelligence in
New York)
Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .
Two new dashboards have been added with the new Performance
Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you
activate the new plugin, two new navigation links are available in PPM:
• Portfolio dashboard
• Program dashboard
The following pre-New York navigation links are still available after
upgrading. Review the existing and the new dashboards and deactivate
the older ones if required.
• Portfolio manager dashboard
• Program manager dashboard
• PMO dashboard
Note:
If you do not have any custom business rules on the fields listed
below, mark Fire BR on Save to false for these fields in planning
console column configuration:
• State
• Percent Complete
• Actual start date
© 2019 ServiceNow, Inc. All rights reserved. • Actual end date
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 435
Service Catalog Before upgrading, you should be aware of changes that were made to the
underlying Service Catalog data model. These changes affect the way
that you implement multiple service catalogs. For details, see Upgrade to
multiple service catalogs. If you are upgrading from a version prior to the
Fuji release, see Migrate cart layouts.
Service Mapping After you upgrade from a previous release, complete the following tasks:
• Make sure that discovery errors are categorized by rediscovering CIs
that were discovered before the upgrade with errors. For details, see .
• Make sure that discovery errors hidden before the upgrade do not
reappear in business maps. To resolve these errors, rediscover all CIs
using the All Applications schedule.
Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.
Subscription A fix job runs during the upgrade and creates an inventory of all global and
Management scoped custom tables that currently exist in your production instance. A
scheduled job runs after the completion of the upgrade and creates an
inventory of the number of custom tables that each user can access.
Platform feature – upgraded by default.
Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.
UI When you upgrade to this release, your instance is updated with the new
ServiceNow branding. Any customizations you have made to the system
theme are not updated. You can revert to the previous theme by changing
the system defaults in the Basic Configuration UI16 module. For more
information on switching the system defaults, see Configure logo, colors,
and system defaults for UI16.
UI15 is not affected by these changes, with the exception of the icon that
appears on the browser tab. You can update the icon by changing the
value for the glide.product.icon system property.
• UI11 is no longer available. Use UI15 or UI16 instead.
• Pop-up forms are no longer available.
• The List v3 plugin is no longer available for new deployments.
Note:
Once enabled, Application administration cannot be disabled.
CSM Extension for Proxy Contacts New in New York. Enables users who
are internal to an
[com.snc.csm_proxy_contacts]
organization to
be the proxy case
contact on behalf
of customers.
IBM Watson Translator Service New in New York. Using IBM translation
Spoke services, it adds
ability to translate
[com.glide.ibm_translation_spoke]
text from one
language to
another and detect
the language of
text.
Incident Alert Management Changed in Madrid. Renamed
to Incident
[com.snc.iam]
Communication
Management.
Incident Management - ATF Tests New in New York. Provides Incident
Management ATF
[com.snc.incident.atf]
Tests.
Innovation Management New in New York. Idea Management
application enables
[com.snc.innovation_management]
idea managers to
manage ideas at
organization level.
Interaction Logging, Routing, and New in New York. Interaction Logging,
Queueing Routing, and
Queueing.
[com.glide.interaction]
ITSM Roles - Request Management New in New York. This plugin adds
(do not activate, see plugin sn_request_read
description) and
sn_request_wirte.
[com.snc.itsm.roles.request_management]
It also updates the
existing security
model for Request
Management to
factor these new
roles.
ITSM Workspace Landing Pages New in New York. Delivers ITSM Agent
Workspace Landing
[com.snc.agent_workspace.itsm.landing_page]
Pages - basic
version.
ITSM Workspace Landing Pages – New inNew York.
Delivers ITSM Agent
Premium Workspace Landing
Pages - premium
[com.snc.agent_workspace.itsm.landing_page_premium]
version.
JDBC Step for ServiceNow New inNew York. Activates the
IntegrationHub JDBC step in
Flow Designer,
[com.glide.hub.action_step.jdbc]
enabling you to
create a reusable
action to send SQL
commands to a
relational database.
KCS Integration for Incident New inNew York. Provides integration
Management of Incident
Management with
[com.snc.incident.knowledge]
the Advanced
Knowledge
Management
features.
Note: UI11 is no longer supported. All instances have been upgraded to UI15 or UI16.
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers
use the mobile UI.
Internet Explorer
• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially
in Windows 7.
• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
• Compatibility mode is not supported.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.
Safari
• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.
• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up
message only displays once.
Firefox
The iOS version of Firefox does not support ServiceNow Community or other Service Portal-based
pages.
Browser requirements
API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.
Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.
Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.
Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.
Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.
Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.
Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.
Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.
Each release family contains new functionality. Read to the release notes for details on the new
features and changes in Madrid and New York.
• Madrid release notes
• New York release notes
Patches and hot fixes contain security fixes as well as fixes for products and applications. These
fixes are listed in each family's Available Versions.
• Available versions (Madrid)
• Available versions (New York)
All other fixes Lists all other fixed PRBs in the patch
Refer to the Known Error Portal to quickly locate Known Error articles related to the various
releases.
Upgrade instructions
After you have reviewed the release notes and patch information to understand all the changes
that will be implemented in New York, you can start upgrading your instance. For an overview of
the upgrade process, release definitions, and upgrade testing, refer to Upgrade to New York.
For a step-by-step guide through the upgrade process, refer to Upgrade your instance and the
Upgrade planning checklist (New York).
To help automate your testing and validation on non-production instances, use the Automated
Test Framework. In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start your testing before and
after upgrades. For a list of available tests and activation information, see Quick start tests.
UI16
The UI16 interface provides an updated look and usability improvements.
Notable features include real-time form updates, user presence, a redesigned application
navigator with tabs for favorites and history, and enhanced activity streams. UI16 is the default
user interface for new instances. For upgraded instances, an administrator must activate UI16.
Watch the five-minute video User Interface | Overview to learn about the elements of the UI16
user interface.
UI16 components
Component Description
Banner frame Runs across the top of every page and contains a
logo and the following information, controls, and
tools.
• User menu provides options to access your
profile and preferences. Administrators can
impersonate users and elevate their security
role.
•
List v2 is the default version of lists and is supported in all versions of the UI. Even when List v3 is
activated, some UI16 lists may display in List v2. For details, see List v3 compatibility.
List v3 performance is different from performance in List v2. Based on your instance configuration
and the complexity of the query, List v3 may load records more slowly than List v2.
In List v2, the list editor does not enforce client scripts or UI policies. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes, but not client scripts. Allowing list editing with
client scripts running on fields in a form can result in incorrect data being saved to the record. For
more information on list administration and using business rules and client scripts, see List editor
administration.
If you are unsure whether a list is v2 or v3, look for the following identifiers.
• The personalize list gear icon appears in the upper left corner of v2 lists. The personalize list
option is located in the List title menus.
• Page controls appear in the list title bar of v2 lists.
• The list mode toggle appears in the list title bar of v3 lists. You can switch between the standard
list mode, called Grid mode, and a Split list and form mode.
• Avatars appear by user names in v3 lists.
• Page controls appear in a footer at the bottom of the page for v3 lists.
• The response time indicator does not appear on the bottom, right of v3 lists. You can create a
property to display the response time in milliseconds (ms) on the lower left in the List v3 footer.
List v2 identifiers
List v3 identifiers
List features
Most List v2 features are supported in List v3 as well, with the following exceptions.
Feature Details
Hierarchical lists Tables that have hierarchical lists enabled display
in List v2.
Embedded lists Embedded lists display in List v2.
Create a list report in the Report Designer List reports display in List v2.
Customizing list title or list column heading menus Options added to list context menus using the
Context Menu [sys_ui_context_menu] table do
not appear in List v3. Because it is only possible
to customize the list title menu or list column
heading menu by editing records on the Context
Menu table, it is not possible to customize these
menus in List v3. Administrators can customize list
field menu options by editing UI actions.
Detail rows Detail rows do not appear in List v3.
Composite fields Links do not display in composite fields, and the
different field values may appear on the same
line in List v3.
Limiting access to list column personalization Administrators cannot disable list column
personalization or control which user roles can
personalize list columns in List v3.
Administering certain list editor capabilities Administrators cannot configure which field types
are editable and cannot enable single-click list
editing for v3 lists. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes.
Configuring when related lists load When List v3 is enabled for related lists, all related
lists load asynchronously after the form loads,
even if there are no v3 related lists on the form.
Creating default filters for related lists The Set as Default Filter button is not available in
the filter interface for v3 related lists.
Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
This new template prompts you to choose specific record fields that you
can use to build a classification solution. If you upgrade to the New York
release and you have existing solutions that use one of these deprecated
templates, you must update and retrain the solutions to use the new
Classification Template. For more information on how to update these
solutions in New York, see Create and train a classification solution.
Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.
Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.
Asset Management • In-flight transfer orders created to fulfill IT equipment requests are
upgraded to include the following fulfillment tasks: Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer
orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were
upgraded are closed. For example, if a transfer order line is in the
Shipment Preparation stage, then the Ready for fulfillment and Prepare
for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.
Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.
Cloud Management • Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is supported.
• Catalog items created from cloud-native templates in releases prior
to the Madrid release are treated as blueprint-based catalog items.
As a result, you cannot modify the underlying template. There is no
workaround.
• If you are on Jakarta and above, an upgrade from any version of Cloud
Management platform version 2 (CMPv2) is supported.
• Catalog items created based on cloud-native templates in releases
prior to Madrid on CMPv2, will be treated as blueprint-based catalog
items, which means that the underlying template cannot be modified.
Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.
Upgraded instances include the new cmdb_read role. However, the system
does not enforce the requirement to use cmdb_read when an application
reads data from the cmdb_ci table hierarchy. For information about
enforcing the usage of cmdb_read after an upgrade and other related
issues, see the New role to read data from CMDB [KB0694559] article in the
HI Knowledge Base.
The CMDB Workspace plugin (com.cmdb-workspace) is not activated in
an upgraded instance. Activate CMDB Workspace to get the functionality
of CMDB Agent Workspace.
Customer Service Create field-level ACL rules for some of the fields on the Contact
Management (customer_contact) table. For details, see KB0724239.
Dashboards
Responsive dashboards enabled by default on upgrade to New York
Responsive dashboards are now enabled automatically upon upgrade
to New York. Responsive dashboards have a more intuitive interface and
are easier to share and edit than non-responsive dashboards. For more
information, see the following topics:
• Differences between homepages and responsive and non-responsive
dashboards
• Working with responsive dashboards
Error:
2018-05-25 09:48:44,758 WARN Unexpected
response code 555 from the ServiceNow instance
"10.11.87.4:16001". Will try again in 5 seconds.
2018-05-25 09:48:44,784 ERROR Update stats received
error code : 555 : ServiceNow instance is currently
being upgraded
2018-05-25 09:48:49,862 WARN Unexpected
response code 555 from the ServiceNow instance
"10.11.87.4:16001". Will try again in 5 seconds.
The solution is to restart the proxy and then retry the proxy upgrade.
Upon an upgrade, the newly installed proxy has the same folder
name as the previous proxy folder name, and the previous
proxy folder is renamed. For example, the previous proxy folder
is renamed from EdgeProxy_16001 to backup.dist-
upgrade_20181204-144650461, and the new proxy folder is named
EdgeProxy_16001.
Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
Field Service When you upgrade your mobile application, you may have to migrate
Management customizations from earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.
When you upgrade from a previous release, six event type schedule entries
are available by default. You can choose to activate these event type
configurations to create schedule entries. You must deactivate any existing
Events configuration that overlaps with the newly created schedule entries.
For more information on configuring event types, see Configure the agent
calendar.
You can optimize the agent task routes for the current date. However, if the
SMTaskRouting script was modified in an earlier release, the agent route is
optimized, but it does not take the agent schedule and agent time off into
consideration. For more information on optimizing task routes, see Route
optimization.
Guided Tour Designer The Guided Tour Designer was first introduced in the Jakarta release with
support for guided tours on the standard platform UI. For new instances
created in Jakarta and beyond, guided tours are active by default. For
instances originating from pre-Jakarta, guided tours are inactive by default.
See Enable guided tours to enable the feature on your instance.
With the New York release, you can also enable guided tours to run on
Service Portal pages. When you upgrade your instance to New York, the
following results occur.
• For instances that are new in New York, the Guided Tours for Service
Portal feature is active by default.
• For pre-New York instances that you upgrade to New York, the Guided
Tours for Service Portal feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the
com.glide.guided_tours.enable and glide.sp.guided_tours.enable
properties are both set to True. See Enable guided tours to enable the
feature on your instance.
ITOM Health The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
MetricBase Legacy triggers are available only to upgraded instances. New activations
of the MetricBase application do not include legacy triggers.
MID Server The auto-upgrade process for MID Servers in New York has changed. The
MID Server no longer receives its upgrade through the instance, as it did
in previous releases. All MID Server host machines now require access to
the download site at install.service-now.com to enable auto-
upgrades. For additional details about how MID Server upgrades are
managed and where to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted
per executable path. Upgraded Windows MID Servers that have multiple
services pointing to the same installation folder are prevented from starting.
See MID Server fails to start for more information.
• There is a new process for accessing the install.service-
now.com download site for MID Server upgrades. New ServiceNow
instances handle all traffic from the download site, which
eliminates the need for MID Server host machines to connect with
install.service-now.com. However, instances upgraded to the
London release require their MID Servers to send their initial upgrade
requests through install.service-now.com. After the first
upgrade, MID Servers can send subsequent auto-upgrade requests
directly to the instance, when the mid.download.through.instance
system property is set to true. For details, see MID Server upgrades.
• The change to the Java Runtime Environment (JRE) installation
procedure for new MID Servers does not affect upgrades of existing MID
Servers. These MID Servers receive the supported JRE version when they
upgrade.
Notifications This release introduces a new Email Client Configuration feature and a
Connection Security option on the Email Account form for choosing the
secure connection for your email server. These features are enabled in new
and upgraded instances. When you upgrade to this release, the following
items are migrated if you previously set them in your instance:
• The secure connection mode that you selected for your email server in
the Email Account form (Enable TLS and Enable SSL fields).
• The email client property settings for controlling:
• Email address autocomplete
(glide.ui.email_client.autocomplete.group)
• From and Reply To email addresses displayed in the email client
(glide.ui.email_client.from and glide.ui.email_client.reply_to)
• Email address recipient qualifiers
(glide.ui.email_client.email_adresss.disambiguator and
glide.ui.email_client.email_address.disambiguator_search)
Note: New customers will have access only to the new Notify-Twilio
Direct driver plugin.
Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
2. Enable the connectors to pull the missing data.
Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
(Renamed from upgrades.
Agent Intelligence to
Predictive Intelligence in
New York)
Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .
Note: If you do not have any custom business rules on the fields
listed below, mark Fire BR on Save to false for these fields in
planning console column configuration:
• State
• Percent Complete
• Actual start date
• Actual end date
Two new dashboards have been added with the new Performance
Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you
activate the new plugin, two new navigation links are available in PPM:
© 2019 ServiceNow, Inc. All rights reserved. • Portfolio dashboard
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
• and
and/or other countries. Other company names, product names, Program
logos maydashboard
be trademarks of the respective companies with which they are associated. 488
ServiceNow New York New York release notes
Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.
Subscription Platform feature – upgraded by default.A fix job runs during the upgrade
Management and creates an inventory of all global and scoped custom tables that
currently exist in your production instance. A scheduled job runs after the
completion of the upgrade and creates an inventory of the number of
custom tables that each user can access.
Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.
UI The List v3 plugin is no longer available for new deployments. When you
upgrade to this release, your instance is updated with the new ServiceNow
branding. Any customizations you have made to the system theme are not
updated. You can revert to the previous theme by changing the system
defaults in the Basic Configuration UI16 module. For more information
on switching the system defaults, see Configure logo, colors, and system
defaults for UI16. UI15 is not affected by these changes, with the exception
of the icon that appears on the browser tab. You can update the icon by
changing the value for the glide.product.icon system property.
Note:
Once enabled, Application administration cannot be disabled.
CSM Extension for Proxy Contacts New in New York. Enables users who
are internal to an
[com.snc.csm_proxy_contacts]
organization to
be the proxy case
contact on behalf
of customers.
IBM Watson Translator Service New in New York. Using IBM translation
Spoke services, it adds
ability to translate
[com.glide.ibm_translation_spoke]
text from one
language to
another and detect
the language of
text.
Incident Alert Management Changed in Madrid. Renamed
to Incident
[com.snc.iam]
Communication
Management.
Incident Management - ATF Tests New in New York. Provides Incident
Management ATF
[com.snc.incident.atf]
Tests.
Innovation Management New in New York. Idea Management
application enables
[com.snc.innovation_management]
idea managers to
manage ideas at
organization level.
Interaction Logging, Routing, and New in New York. Interaction Logging,
Queueing Routing, and
Queueing.
[com.glide.interaction]
ITSM Roles - Request Management New in New York. This plugin adds
(do not activate, see plugin sn_request_read
description) and
sn_request_wirte.
[com.snc.itsm.roles.request_management]
It also updates the
existing security
model for Request
Management to
factor these new
roles.
ITSM Workspace Landing Pages New in New York. Delivers ITSM Agent
Workspace Landing
[com.snc.agent_workspace.itsm.landing_page]
Pages - basic
version.
ITSM Workspace Landing Pages – New inNew York.
Delivers ITSM Agent
Premium Workspace Landing
Pages - premium
[com.snc.agent_workspace.itsm.landing_page_premium]
version.
JDBC Step for ServiceNow New inNew York. Activates the
IntegrationHub JDBC step in
Flow Designer,
[com.glide.hub.action_step.jdbc]
enabling you to
create a reusable
action to send SQL
commands to a
relational database.
KCS Integration for Incident New inNew York. Provides integration
Management of Incident
Management with
[com.snc.incident.knowledge]
the Advanced
Knowledge
Management
features.
Note: UI11 is no longer supported. All instances have been upgraded to UI15 or UI16.
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers
use the mobile UI.
Internet Explorer
• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially
in Windows 7.
• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
• Compatibility mode is not supported.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.
Safari
• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.
• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up
message only displays once.
Firefox
The iOS version of Firefox does not support ServiceNow Community or other Service Portal-based
pages.
Browser requirements
API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.
Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.
Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.
Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.
Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.
Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.
Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.
Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.
CSM Extension for Proxy Contacts New in New York. Enables users who
are internal to an
[com.snc.csm_proxy_contacts]
organization to
be the proxy case
contact on behalf
of customers.
Customer Service Install Base New in New York. Enables customers
Management to capture the
current state of a
[com.snc.install_base]
customer's install
base and establish
the relationship to
any downstream
entities that might
impact their
functioning.
Customer Service Mobile New in New York. Enables the mobile
user interface for
[com.sn_csm_mobile]
Customer Service
Management.
Customer Service NLU Model for (New in New York). Enables CSM
Virtual Agent Conversations Virtual Agent
conversations.
[com.sn_csm.nlu]
IBM Watson Translator Service New in New York. Using IBM translation
Spoke services, it adds
ability to translate
[com.glide.ibm_translation_spoke]
text from one
language to
another and detect
the language of
text.
Incident Alert Management Changed in Madrid. Renamed
to Incident
[com.snc.iam]
Communication
Management.
Incident Management - ATF Tests New in New York. Provides Incident
Management ATF
[com.snc.incident.atf]
Tests.
Innovation Management New in New York. Idea Management
application enables
[com.snc.innovation_management]
idea managers to
manage ideas at
organization level.
Interaction Logging, Routing, and New in New York. Interaction Logging,
Queueing Routing, and
Queueing.
[com.glide.interaction]
ITSM Roles - Request Management New in New York. This plugin adds
(do not activate, see plugin sn_request_read
description) and
sn_request_wirte.
[com.snc.itsm.roles.request_management]
It also updates the
existing security
model for Request
Management to
factor these new
roles.
ITSM Workspace Landing Pages New in New York. Delivers ITSM Agent
Workspace Landing
[com.snc.agent_workspace.itsm.landing_page]
Pages - basic
version.
ITSM Workspace Landing Pages – New inNew York.
Delivers ITSM Agent
Premium Workspace Landing
Pages - premium
[com.snc.agent_workspace.itsm.landing_page_premium]
version.
JDBC Step for ServiceNow New inNew York. Activates the
IntegrationHub JDBC step in
Flow Designer,
[com.glide.hub.action_step.jdbc]
enabling you to
create a reusable
action to send SQL
commands to a
relational database.
KCS Integration for Incident New inNew York. Provides integration
Management of Incident
Management with
[com.snc.incident.knowledge]
the Advanced
Knowledge
Management
features.
Note: UI11 is no longer supported. All instances have been upgraded to UI15 or UI16.
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers
use the mobile UI.
Internet Explorer
• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially
in Windows 7.
• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
• Compatibility mode is not supported.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.
Safari
• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.
• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up
message only displays once.
Firefox
The iOS version of Firefox does not support ServiceNow Community or other Service Portal-based
pages.
Note:
In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.
Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.
Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.
Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.
Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.
Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.
Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.
Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.
ServiceNow® products are developed with the goal of adhering to the accessibility guidelines
and principles which are set by the Section 508 Amendment to the Rehabilitation Act of 1973 and
the Web Content Accessibility Guidelines (WCAG) 2.0 Level A. The assistive technologies JAWS,
NVDA, and VoiceOver are used to test ServiceNow products.
To make the interface accessible to users with disabilities, ServiceNow includes features
that support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.0.
ServiceNow® products are developed with the goal of adhering to the accessibility guidelines
and principles which are set by the Section 508 Amendment to the Rehabilitation Act of 1973
and the Web Content Accessibility Guidelines (WCAG) 2.0 Level A. The assistive technologies
JAWS, NVDA, and VoiceOver are used to test ServiceNow products. The New York Web Content
Accessibility Guidelines (WCAG) 2.0 document describes accessibility features and limitations.
Web Content Accessibility Guidelines (WCAG) 2.0 This page details the level of accessibility
support for the New York release, according to the Web Content Accessibility Guidelines (WCAG)
2.0
Applicable standards/guidelines
This report covers the degree of conformance for the following accessibility standard/guidelines:
Standard/Guideline Included in report
Web Content Accessibility Guidelines Level A (Yes)
2.0, at http://www.w3.org/TR/2008/REC-
WCAG20-20081211/ Level AA (Yes)
Level AAA (No)
Terms
The terms used in the Conformance Level information are defined as follows:
• Supports: The functionality of the product has at least one method that meets the criterion
without known defects or meets with equivalent facilitation.
• Partially supports: Some functionality of the product does not meet the criterion.
• Does not support: The majority of product functionality does not meet the criterion.
• Not applicable: The criterion is not relevant to the product.
• Not evaluated: The product has not been evaluated against the criterion.
Note: When reporting on conformance with the WCAG 2.1 Success Criteria, they are
scoped for full pages, complete processes, and accessibility-supported ways of using
technology as documented in the WCAG 2.1 Conformance Requirements.
Criteria Conformance
Remarks and explanations
level
1.2.1 Audio-only and Not Product does not use prerecorded media
Video-only (Prerecorded) Applicable
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.1.2.1 (Web)
• 10.1.2.1 (Non-web
document)
• 11.1.2.1.1 (Open
Functionality Software)
• 11.1.2.1.2.1 and
11.1.2.1.2.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• All12.1.2
© 2019 ServiceNow, Inc. (Product Docs)
rights reserved.
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
• 12.2.4 (Support Docs)
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 552
ServiceNow New York New York release notes
Criteria Conformance
Remarks and explanations
level
1.2.2 Captions Not Product does not use prerecorded media.
(Prerecorded) (Level A) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.2 (Web)
• 10.1.2.2 (Non-web
document)
• 11.1.2.2 (Open
Functionality Software)
• 11.1.2.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
1.2.3 Audio Description Not Product does not use prerecorded media.
or Media Alternative applicable
(Prerecorded) (Level A)
Also applies to:
EN 301 549 Criteria
• 9.1.2.3 (Web)
• 10.1.2.3 (Non-web
document)
• 11.1.2.3.1 (Open
Functionality Software)
• 11.1.2.3.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
1.4.2 Audio Control (Level Supports
A)
Also applies to:
EN 301 549 Criteria
• 9.1.4.2 (Web)
• 10.1.4.2 (Non-web
document)
• 11.1.4.2 (Open
Functionality Software)
• 11.1.4.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
2.1.4 Character Key Supports
Shortcuts (Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.1.4 (Web)
• 10.2.1.4 (Non-web
document)
• 11.2.1.4.1 (Open
Functionality Software)
• 11.2.1.4.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
2.5.1 Pointer Gestures (Level Supports
A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.1 (Web)
• 10.2.5.1 (Non-web
document)
• 11.2.5.1 (Open
Functionality Software)
• 11.2.5.1 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
2.5.2 Pointer Cancellation Supports
(Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.2 (Web)
• 10.2.5.2 (Non-web
document)
• 11.2.5.2 (Open
Functionality Software)
• 11.2.5.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
2.5.4 Motion Actuation Supports
(Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.4 (Web)
• 10.2.5.4 (Non-web
document)
• 11.2.5.4 (Open
Functionality Software)
• 11.2.5.4 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
3.1.1 Language of Page Supports
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.3.1.1 (Web)
• 10.3.1.1 (Non-web
document)
• 11.3.1.1.1 (Open
Functionality Software)
• 11.3.1.1.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and explanations
level
3.3.1 Error Identification Supports
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.3.3.1 (Web)
• 10.3.3.1(Non-web
document)
• 11.3.3.1.1 (Open
Functionality Software)
• 11.3.3.1.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
• 11.4.1.1.1 (Open
ServiceNow New York New York release notes
Criteria Conformance
Remarks and Explanations
Level
1.2.4 Captions (Live) (Level Not Product does not use prerecorded media.
AA) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.4 (Web)
• 10.1.2.4 (Non-web
document)
• 11.1.2.4 (Open
Functionality Software)
• 11.1.2.4 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
1.2.5 Audio Description Not Product does not use prerecorded media.
(Prerecorded) (Level AA) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.5 (Web)
• 10.1.2.5 (Non-web
document)
• 11.1.2.5 (Open
Functionality Software)
• 11.1.2.5 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
1.3.4 Orientation (Level AA Not
2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.3.4 (Web)
• 10.1.3.4 (Non-web
document)
• 11.1.3.4 (Open
Functionality Software)
• 11.1.3.4 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
1.3.5 Identify Input Purpose Not
(Level AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.3.5 (Web)
• 10.1.3.5 (Non-web
document)
• 11.1.3.5 (Open
Functionality Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
List v2
ServiceNow New York New York release notes
Criteria Conformance
Remarks and Explanations
Level
1.4.5 Images of Text (Level Supports
AA)
Also applies to:
EN 301 549 Criteria
• 9.1.4.5 (Web)
• 10.1.4.5 (Non-web
document)
• 11.1.4.5.1 (Open
Functionality Software)
• 11.1.4.5.2 (Closed
Software) – Does not
apply
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
1.4.11 Non-text Contrast Not
(Level AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.4.11 (Web)
• 10.1.4.11 (Non-web
document)
• 11.1.4.11 (Open
Functionality Software)
• 11.1.4.11 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
1.4.13 Content on Hover or Not
Focus (Level AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.4.13 (Web)
• 10.1.4.13 (Non-web
document)
• 11.1.4.13 (Open
Functionality Software)
• 11.1.4.13 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
2.4.5 Multiple Ways (Level Supports
AA)
Also applies to:
EN 301 549 Criteria
• 9.2.4.5 (Web)
• 10.2.4.5 (Non-web
document) – Does not
apply
• 11.2.4.5 (Open
Functionality Software) –
Does not apply
• 11.2.4.5 (Closed
Software) – Does not
apply
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
3.1.2 Language of Parts Supports
(Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.1.2 (Web)
• 10.3.1.2 (Non-web
document)
• 11.3.1.2 (Open
Functionality Software) –
Does not apply
• 11.3.1.2 (Closed
Software) – Does not
apply
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
3.2.4 Consistent Supports
Identification (Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.2.4 (Web)
• 10.3.2.4 (Non-web
document) – Does not
apply
• 11.3.2.4 (Open
Functionality Software) –
Does not apply
• 11.3.2.4 (Closed
Software) – Does not
apply
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Criteria Conformance
Remarks and Explanations
Level
3.3.4 Error Prevention Supports
(Legal, Financial, Data)
(Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.3.4 (Web)
• 10.3.3.4 (Non-web
document)
• 11.3.3.4 (Open
Functionality Software)
• 11.3.3.4 (Closed
Software)
• 11.8.2 (Authoring Tool)
• 12.1.2 (Product Docs)
• 12.2.4 (Support Docs)
Software
Index
A Vulnerability Response
upgrade information 151
accessibility 550
Accessibility 508 Compliance 549
W
B WCAG 550
Web Content Accessibility Guidelines 550
browser requirements 549
C
compliance 550
D
deprecated plugins 442, 494, 522
J
Jakarta
release notes 5
N
new plugins in london 442, 494
new plugins in madrid 522
O
ODBC
release notes 374, 375, 375
R
Release notes
Jakarta 5
ODBC 374, 375, 375
Security Operations 146
renamed plugins 442, 494, 522
S
Section 508
US compliance code 549
Security Operations
release notes 146
U
upgrade and migration tasks 399
US compliance code
Section 508 549
V
Voluntary Product Accessibility Template 549