Workaround For: Domain Picker breaking after upgrade

[shruti_tyagi]

There have been reports users are unable to switch domains after upgrading to Helsinki. Here are more details about it.

Symptoms: In Domain Separated instance, after upgrade to Helsinki Patch 9 or later, users are unable to switch domains using domain picker.

Background: This is happening on instance that doesn't have UI16 enabled.

Description: Issue is happening because of a known problem:

ServiceNow KB: UI15: Domain picker breaking on upgrade if instance does not contain UI16 plugin (KB0635412)

Old UI15 Domain Picker is calling DomainPickerGenerator which is not accessible if com.glide.ui.concourse plugin is not installed. And concourse plugin is dependent to UI16 plugin.

Workaround: As a workaround of this issue Activate UI16 Plugin and if you dont want to use UI 16 plugin you can still go back to UI15. UI16 just needs to be installed.

Here is how you can switch all users to UI15 if you dont want to use UI16:

Go to user preference table: User Administration --> User Preferences (sys_user_preference)

Create New record, with these details:

Name = use.concourse

System = true

User = <blank>

Type = string

Value = false

Hope this will help

Thanks

Shruti