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ServiceNow Employee
ServiceNow Employee

When we need additional information on a known problem that is affecting customers or our own instances, we make good use of our Internet_Explorer_9_icon.svg.pngextensive Known Error Knowledge Base, which is updated daily. These articles help identify issues that we are aware of and are either investigating, fixing, or offering a workaround solution. Internet Explorer navigation of the product tends to be a hot topic, so we try to address these as quickly as possible. Most of the known errors and issues in this list are around the user interface acting up when using the latest version of IE.

Here are the Top KE articles on Internet Explorer issues that ServiceNow Employees referenced in July:

1) Internet Explorer 11 clears content of second password field on a form

ServiceNow has recently discovered a bug in Internet Explorer 11 that, under very specific circumstances, causes password input fields to be cleared. Using IE 11 to visit any form that has two password input fields will cause the second password input field to be cleared when saving the form, resulting in loss of data in that field. As a workaround, use any other browser, including older versions of Internet Explorer. If you are required to use IE 11, a workaround is being discussed on Microsoft's forums here. For your convenience, we have provided instructions in this Known Error.

2) When using Internet Explorer while logged into HI, the browser is forced into compatibility mode

Under certain conditions, customers who use Internet Explorer to log in to HI.service-now.com have experienced their browsers running in compatibility mode. This condition is caused by *.service-now.com or HI.service-now.com being added to the Trusted sites list within Internet Explorer. To resolve this issue, remove the references to ServiceNow in the Trusted sites zone.

3) When using Internet Explorer, the UI14 interface does not work in Eureka when document mode/user age...

Document mode in F12 Developer Tools is set to 7 by default on IE 9, 10, and 11 if service-now.com is treated as an intranet site. This causes UI14 to fail when accessing a Eureka instance. Users should try to figure out why service-now.com is being treated as an intranet site on their local machine. To resolve this issue, change the settings in Document mode and User agent string or clear the Display intranet sites in Compatibility View option. See the Workaround section of this Known Error for detailed instructions.

4) Edit UI Action menu in the top form button is hidden behind the form header (in IE)

When trying to edit UI actions on a form in Internet Explorer, the Edit UI Action. context menu is hidden behind the form header and only a very small portion of the button is displayed. In Google Chrome, right-clicking a form button on the top of the form does not render the Edit UI Action context menu. To workaround this issue in IE, users can right-click the buttons to show the full menu, or choose actions from the Personalize > UI Actions option.

4) In IE8 and IE9, click-through is not working on the Approvers form for a problem

Clicking through reference icons in the Problem > Approval form in IE8 and IE9 does not navigate to reference documents as expected. There is no workaround for this issue, so we recommend using Chrome.