Australia Patch 4

The Australia Patch 4 release contains important problem fixes.

Australia Patch 4 was released on July 09, 2026.

• Build date: 07-05-2026_0129
• Build tag: glide-australia-02-11-2026__patch4-06-22-2026

Important:

For more information about how to upgrade an instance, see ServiceNow upgrades.

For more information about the release cycle, see the ServiceNow Release Cycle.

Note:

This ServiceNow AI Platform® major family release is now available in ServiceNow's Regulated Market environments. For more information about services available in isolated environments, see KB0743854.

For a downloadable, sortable version of the fixed problems in this release, click here.

Overview

Australia Patch 4 includes 420 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.

Figure 1. Top 10 problem categories

Security-related fixes

Australia Patch 4 includes fixes for security-related problems that affected certain ServiceNow® applications and the ServiceNow AI 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 Australia Patch 4, refer to KB3126028.

Changes in Australia Patch 4

Archive, clear, or delete related records when an archive rule runs.

Define a rule for archiving records.

Define a rule for deleting records from a primary table on a recurring basis.

Define a rule for deleting records now or at a later date.

Define one or more conditions that identify the records to be archived.

Define one or more conditions that identify the records to be deleted.

Define one or more conditions that identify the records to be deleted.

Delete archived records after a specified amount of time by configuring optional destroy rule conditions.

Delete older, expired, or unwanted records from tables automatically.

Encryption at rest for Hermes topics protects message data stored on broker disks from unauthorized access. Hermes supports both ServiceNow-managed keys and keys you provide using the Bring Your Own Key (BYOK) model.

Now Assist and agentic AI release notes

For Now Assist new features and changes, see Now Assist and agentic AI release notes.

Properties for Identification and Reconciliation

glide.identification_engine.non_dependency_relation.duplicate_detection

Set IRE behavior when the payload contains duplicate non-dependent relationships (identical parent/child relationship type).

When set to true, IRE detects duplicate non-dependent relationships in a payload.

When set to false, IRE doesn't detect duplicate non-dependent relationships in a payload.

• Type: true | false
• Default: false
• Learn more:
• Location: Add to System Properties [sys_properties] table.

Manage table size growth and improve query performance by archiving records.

Manage the growth and storage of data on your instance by creating data management rules in the Data Management Console.

Restore one or more archive records and any related records back into the primary table.

Safely delete records from a table without using scripts and without deleting the table by creating one-time delete rules.

Schedule a date and time to execute a one-time delete rule or execute it after you finish creating it.

Specify which associated records to delete when the cleanup rule runs.

Specify which associated records to delete when the one-time delete rule runs.

View a summary of your archive rule and decide whether to activate it.

View a summary of your cleanup rule and decide whether to activate it.

View a summary of your one-time delete rule and acknowledge the deletion.

Notable fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.

Problem	Short description	Description	Steps to reproduce
Next Experience Unified Navigation PRB2015985 KB3018348	Tags on task records don't conform to background color hex codes after a Zurich upgrade		Refer to the listed KB article for details.
Platform Analytics Dashboard API PRB2014857	Navigation to home.do doesn't redirect to the last visited CoreUI dashboard	An empty 'com.​snc.​par.​dashboards.​ui.​preferences' user preference causes erroneous redirection to the CoreUI dashboard.	Have the 'com.​glide.​par.​unified_​analytics.​enabled' system property set to true. Create a user with the dashboard_admin role. Create a CoreUI dashboard. Share it with the created user. Impersonate the user. Open the shared CoreUI dashboard. This should create a user preference record: 'com.​snc.​pa.​ui.​preferences_​dashboards',​ storing the sys_id of the last visited CoreUI dashboard. Navigate to: /nav_to.do?uri=%2Fhome.do%3F. Expected behavior: The user is redirected to the last visited CoreUI dashboard. Actual behavior: The user is redirected to the Platform Analytics dashboard overview page.
Server-side scripts PRB1994381 KB3006010	Discovery node issues after upgrading to Australia	After upgrading to Australia, JavaScript that is running in app nodes fails to call Java functions. The following warning appears: '*** WARNING *** Evaluator: com.​glide.​script.​Rhino​Ecma​Error:​ undefined is not a function.' This impacts various features, including Discovery and Event Management.	Refer to the listed KB article for details.
System Events PRB2003217	Fix behavior of event processing tables during the clone operation and clean up invalid records/jobs during the clean up script	During cloning on Zurich instances, events processing framework tables' configurations aren't preserved, causing errors in transaction logs due to orphan records for events jobs. An orphan record occurs when a sys_trigger record exists for an event processing job, but the corresponding entry in the sys_processing_framework_job table is missing. This causes the ProcessingFrameworkJob to fail when attempting to retrieve the scheduled job context. Log example: 'ProcessingFrameworkJob SEVERE ProcessingFramework > Failed to get the schedule job context'.
Virtual Agent PRB2007255 KB3045151	There is memory pressure on nodes due to high memory for the cache 'com.​glide.​cs.​qlue.​module.​coma.​Message​Batching​Session'	Users with 2GB nodes may encounter memory issues that can cause the events process jobs to yield.	Refer to the listed KB article for details.

All other fixes

Problem	Short description	Description	Steps to reproduce
Activity Stream PRB2003313	The @mention in the journal input does not appropriately respond to assistive technologies in workspaces	When using '@' in the Comments field to invoke the list for user selection, the screen reader does not identify it.	Create an account on Assistiv Labs to use NVDA and JAWS. Open a base instance. Navigate to a workspace such as Service Operations Workspace (SOW). Open any incident. Open a screen reader, such as VoiceOver and Safari or JAWS/NVDA and Chrome. Navigate to the Comments field. Enter '@' and a character or two for a user to invoke the drop-down list for user selection. Notice that neither screen reader identifies the pop-up, nor is there any identification of the members of the list as the user navigates it.
Activity Stream PRB2010203	SysUserRepo should add setWorkflow(false) when querying the sys_user table		Add a before business rule query rule to the sys_user table where 'active=true'. Impersonate the user, Abraham Lincoln. Create a work note/comment from Abraham. End the impersonation. Mark Abraham as 'inactive'. Flush the Activity stream's user cache. Reload the Activity stream with Abraham's comment. Notice that the author is now Abraham's username.
Activity Stream PRB2018914	In an activity stream, video controls become unusable after selecting an attached video	After a video file is uploaded as an attachment to a record and the page is refreshed, the video renders inside the activity stream with native HTML5 video controls (play/pause, scrubber, volume, fullscreen). However, on selecting the video element, the controls disappear and become unusable, preventing the user from playing back, scrubbing, or otherwise interacting with the video.	Log in to a ServiceNow instance. Open any task record that supports an activity stream and an Attachments field. Attach a video file to the record. Save the record. Refresh the page so the attached video renders inside the activity stream. In the activity stream, locate the entry containing the attached video. The video element appears with native video controls (play/pause, scrubber, volume, fullscreen). Select the video element in the activity stream to attempt playback or interact with the controls. Expected behavior: The native video controls remain visible and interactive; the user can play, pause, scrub, adjust volume, and enter fullscreen. Actual behavior: On selection, the video controls disappear and become unusable. The video element renders but no playback controls can be interacted with.
Activity Stream PRB2022330	Custom journal_input field values are not displayed on Service Portal Ticket Conversational widget after Australia upgrade	After the Australia Upgrade, custom journal_input field values added to records are not displayed on the Service Portal Ticket Conversational widget.	Create a custom Comment Field , Type - journal_input. Make sure the user does not have read access to other base instance journal fields (comments/work_notes). Navigate to any incident, open any record. Add some comments in the journal_input field. Navigate to the service portal. Impersonate any non-admin user. Observe that comments are not visible.
Activity Stream PRB2029963	The Copy button for Journal entries does not work in List Activity Stream view	Content does not get copied to the clipboard and subsequently cannot get pasted.	Navigate to /incident_list.do. Select the Show activity stream in a flyout window button (heartbeat icon at the top-right of the table). Find a journal tile in the activity stream, and select the Copy journal content button. Try pasting the copied content anywhere. Expected behavior: The content should get copied to the clipboard, and a notification saying, 'Copied to clipboard' should appear. Actual behavior: The content does not get copied to the clipboard and subsequently cannot get pasted.
Activity Stream PRB2033885	A new activity comment has the type as 'Field changes' instead of 'Comments'		Open any incident in UI16. Post a comment. Note that the comment type (top right of tile) is 'Field changes [dot timestamp]' instead of 'Comments [dot timestamp]'.
Advanced Work Assignment PRB1996219	The END_WRAP_UP event is published twice when wrap-up is timed out	This behavior causes 'openframe_wrap_up_submitted' to trigger twice, which isn't expected while users are using OpenFrame to handle wrap up with external systems.
Advanced Work Assignment PRB2007529	Alert audio continues playing after rejecting a work item	When an audio with a length of two minutes is mapped with Genesys and a call is initiated from an 'Available' agent, the call the audio continues to play after the user ends the call.
Advanced Work Assignment PRB2010201	The script action 'Set logged out agent offline' creates an offline Advanced Work Assignment (AWA) presence record for non-agent users	The script action will insert records to awa_agent_presence and awa_agent_channel_availability when a user without awa_agent role logs out.	Log in to the latest Zurich instance. Impersonate a user without the awa_agent role. Log out. Check awa_agent_presence and awa_​agent_​channel_​availability.​ Notice that a record associated with the impersonated user was inserted.
Advanced Work Assignment PRB2025053	Missing validation allows AWA queue save with floating schedule	The queue is successfully saved even when the schedule has Timezone = Floating.	Navigate to AWA > Queues. Open an existing queue or create a new AWA Queue. In the Schedule field, select a schedule configured with Timezone = Floating. Select Save. Expected behavior: System should prevent saving the queue when the selected schedule has Timezone = Floating or show a validation error/warning indicating that floating schedules are not supported for AWA queues. Actual behavior: The queue is successfully saved even when the schedule has Timezone = Floating.
Advanced Work Assignment PRB2026914	Duplicate work items when the service channel's work_item_table is a parent class of the routed record	Duplicate work items are created.	Configure service channel against the parent table (task). In service channel condition, the user can restrict the task type to only incident (optional). Have a live agent online with good capacity (>500). Make sure auto acceptance is on. Create 200 incidents together via BG script. Expected behavior: 200 work items created. Actual behavior: 200+ work items created (have duplicates).
Advanced Work Assignment PRB2033767	Enhanced updateSegment API (Wrap-up) to support Agent Initiated Wrap-up	When CCaaS sends updateSegment with only configuration (no wrapUpCode, notes, or confirmedOn), the backend treats it as a full submission and closes the segment. The correct behavior is to update the wrap-up configuration reference on the open segment and return without closing it.	Create an active phone interaction with an assigned agent. Create a wrap-up segment via createSegment (external=true). Call updateSegment with only configuration: { duration: '120', show_timer: true } — no wrap_up_code, notes, or confirmed_on. Notice the segment state in interaction_wrap_up_segment. Expected behavior: Agent should be able to submit the wrap upSegment. Actual behavior: Agent is not able to submit the wrap up.
Agent Chat PRB1683554	Conversation tab doesn't show up during an outbound call from Amazon Connect	The interaction pops open in agent workspace, but the conversation tab doesn't show. It only shows up on refresh or reload of the page.	Make an outbound call from the agent workspace using the Amazon Connect. Select the Set Up Real Time Transcription checkbox in the instance setup step. Observe that the interaction pops open in agent workspace, but the conversation tab does not show. It only shows up on refresh or reload of the page.
Agent Chat PRB2030144	In the workspace, when a work item is in the queue but not yet accepted, the user is unable to update string fields on the open record	In the workspace, when a work item is in the queue but not yet accepted, the user is unable to update string fields on the open record. With these two circumstances satisfied, a focus-stealing issue removing the blinking cursor after a moment begins to occur.
Agent Chat PRB2033778	Dynamic wrap-up timer update on UI when call ended	Wrap-up dialog does not close in other tabs when submitted in one tab. The timer does not reset on config refresh.	Open the same active phone interaction in two browser tabs (Tab A and Tab B). Wait for the wrap-up dialog to appear in both tabs. Submit wrap-up in Tab A (fill in notes/code and select Submit). Observe Tab B. Expected behavior: Wrap-up dialog in Tab B closes automatically. Actual behavior: Tab B continues showing the open wrap-up dialog.
Agent Chat PRB2033973	Agents can close audio warning pop-ups without changing browser settings	If the agent's browser Audio/Sound settings are set to 'Automatic(default) in chrome' and 'Automatic' in Edge, they observe an 'Audio Warning' pop-up reading as follows: 'Browser settings may block notifications in some cases. To avoid missing alerts in the future, please verify notifications are working for your browser.'.	Have agent chat installed. On a browser session, impersonate an agent and open SOW workspace. Notice the 'Audio Warning' pop-up. Observe that the agent can close the 'Audio Warning' pop-up and continue to work without changing the intended settings.
Agent Chat PRB2033982	Duplicate entries in ui_notification_inbox for workspace notifications when agent has multiple subscriptions	Multiple entries are created in ui_notification_inbox table.	In Agent Chat, set sys_prop 'glide.​awa.​work_​item.​notifications.​enabled' to true. On one browser session, impersonate an agent and open SOW workspace. Set workspace notifications to True from the settings gear icon next to presence state. Duplicate the workspace tab to open two workspace tabs. In another session, as Abel Tuter, initiate a live agent conversation from ESC. Expected behavior: Only one entry should be created in ui_notification_inbox table for workspace notification. Actual behavior: Multiple entries are created in ui_notification_inbox table.
Agent Chat PRB2034807	UXF changes for inbox DOM	Assist UXF with the changes being implemented to remove inbox from the DOM when navigating away from workspace.	Open ServiceNow Workspace with Agent Inbox loaded. Navigate away from the workspace to another page/module. Inspect the DOM. Observe that the inbox component remains in the DOM instead of being removed on navigation.
Agent Chat PRB2050363	Incorrect and inconsistent heading hierarchy in ServiceNow flow	Users who rely on screen readers to navigate via headings are unable to get an overview of the Inbox section. The lack of a clear hierarchy makes the content feel disconnected from the rest of the page, leading to confusion and increased cognitive load when trying to locate specific information.	Open the SOW home page. Navigate to the Inbox section using the tab key. Enable VoiceOver on macOS and use the rotor or heading shortcut to navigate. Observe that it only identifies H4 and H5. Enable ChromeVox on ChromeOS and try to navigate by heading using the 'H' key. Observe that ChromeVox fails to identify any headings in this section.
AI Agents (Glide Family) PRB2025221	Cache service intermittently fails and gets calls across different keys
AI Agents (Glide Family) PRB2025859	The Off​Glide​Script​Object.​generate​Authorization​Info API creates JSON Web Tokens (JWT) with current session users	The API sn_​cs_​offglide.​Off​Glide​Script​Object.​generate​Authorization​Info()​ creates JWT with current user sessions, even though the userID value is passed in the request.
AI Agents (Glide Family) PRB2025974	A user session is logged out when opening AI-generated interaction records	The user session is logged out when opening AI-generated interaction records that were created/updated by the incident_intelligence_agent. The interaction record remains in the work in progress state, even though the associated conversation has been marked as faulted. The issue is specific to the in Service Operations Workspace view, as opening the same record in platform view works without issue.
AI Agents (Glide Family) PRB2030410	An instance isn't invoking DARE calls due to new properties not being allow-listed in the cache configuration's invalidation script		Turn on the DARE sysprop. Open Now Assist Portal. Run the utterance 'List my incidents'. Expected behavior: The response should be received from DARE. Actual behavior: The response is coming from NextWave.
AI Agents (Glide Family) PRB2030948	Tools using data stream actions aren't able to retrieve data in NAVA		Log in to an instance with user credentials. In Service Portal, give the utterance, such as 'using smartsheet agents, look up groups stream'. Observe that the tool isn't able to retrieve data.
AI Agents (Glide Family) PRB2032030	Add impersonate role to NextWave Service User and append cache/ to offglide service path	This is a product update.
AI Agents (Glide Family) PRB2033732	Whenever the batch set script execution is failing on Glide, it's surfaced as a success to the central cache
AI Agents (Glide Family) PRB2034452	Batch Set Glide Script execution failure is surfaced as success to central cache	Whenever the Set Script execution fails on glide, it is surfaced as success to central cache.
AI Agents (Glide Family) PRB2039170	Evict the cache client for cache invalidation after TTL expiry	Add Impersonate role to NextWave Service User to impersonate the actual call for glide backed set operations.
AI Experience Framework - Glide PRB2015095	Changes for rich_control_type are not invalidating sys_ux_widget used by the agent orchestrator (AO)	Modifying the sys_ux_widget or any of its extension tables should invalidate the sys_ux_widget cache, otherwise a duplicate cache configuration will have to be created for each child table.	Open an instance. Use the chat for Now Assist panel (NAP) or Janus. Enter, 'Show me a date time widget'. Select an agent in the list of agents. Observe that the DateTimeSelect widget rendered does not contain the latest changes from the rich_control_type record. Expected behavior: Editing the rich_control_type record should change the widget rendered in the chat client. Actual behavior: The rich_control_type widget is pulled from a stale cache.
AI Experience Framework - Glide PRB2024769	Chat gate service uses a GlideRecord query with ACL evaluation, blocking non-admin users from reading the 'Deployment channel' table	In chat-gate-service.js (line 13), the chatEnabled check uses glideRecord_query to query the 'Deployment channel' table. This evaluates all ACLs for the current user, so only admin users have the necessary read access to that table. Non-admin users are blocked from fetching chatEnabled, which prevents the chat from functioning for them.	Log in as a non-admin user. Navigate to an AI Control Tower (AICT) page where the chat is expected to load. Observe that the chat doesn't initialize because chatEnabled can't be fetched. Log in as an admin user and repeat. The chat works correctly. Expected behavior: ChatEnabled is fetched successfully regardless of the user role. Actual behavior: GlideRecord_query evaluates ACLs and denies non-admin users read access to the deployment channel table.
AI Experience Framework - Glide PRB2027770	Remove the 'Applicability' table (sys_aix_applicability) and move the fields Applicable for and Not applicable for glide_list (user_criteria) into a multi-theme table	This is a product update.
AI Experience Framework - Glide PRB2030274	Users without elevated privileges cannot query widgets that are category=internal
AI Experience Framework - Glide PRB2036766	Experience cache population only emits the default theme	Multi-theme (user-criteria) themes are missing from the edge cache, so targeted users get the wrong theme.
AI Experience Framework - Glide PRB2039292	Move component and source_browser_code fields from sys_ux_widget to sys_aix_widget dictionary	This is a product update.
AI Search (Glide) PRB1976935	The user context's country in search request is a displayed value instead of an internal value	This is because the Country field in user context uses Display Value instead of the actual Internal Value.	Navigate to sys_user, search for User ID = abel.tuter, and open the record. Update Country Code (country) field to 'United States'. Open ESC Default Search Profile and create a new RIR. Trigger: User Context - Country (sys_user.country) is United States. Set the appropriate Start and End Date so the RIR is valid. Select the Promote Document action and promote Apple Watch (sc_cat_item). Save and Republish the search profile. Open Search Preview, search 'spam' with the matching search application (base instance is ESC Default Search App) and user Abel Tuter. Expected behavior: 'Apple Watch' is promoted and can be seen in result list. Actual behavior: 'Apple Watch' is not promoted. Under 'Summary' tab, RIR is not applied.
AI Search (Glide) PRB2020989	Performance and EVAM-related debug messages no longer appear in sys log for async GRs and Virtual Agent searches	When the system properties 'glide.​search.​performance.​logger.​enabled' or 'glide.​search.​evam.​logger.​enabled' are set to true, messages should appear in the sys log prefaced with '[SEARCH PERFORMANCE]' or '[SEARCH EVAM]' respectively. However, these messages no longe appear in the syslog when a conversation is part of the logging context.	On an instance that returned synth response in portal (for example, Dynamic Window setup): Create and set glide.​search.​evam.​logger.​enabled to true. Perform a search that returns a synthesized response in portal. Open the sys log and search for recent messages containing 'for Genius Result with table'. Expected behavior: Log entry in sys log specifying the ID of the view config that was used for each genius result. Actual behavior: No log entries for GR EVAM View Config selection.
AI Search (Glide) PRB2028353	Deprecate 'ServiceNow RAG (Deprecated)' resource options from NASK Tool UI drop-down list	This is a product update.
AI Search (Glide) PRB2035235	Glide changes required for expanding MC-synthesized responses to other indexed sources	This is a product update.
AI Search PRB1787984	The search preview has the Service Portal Entity View Action Mapper (EVAM) configuration hardcoded
AI Search UX PRB1991431	The right-hand side panel in Zing search is not scrollable	The user cannot reach for sources below the screen height because the panel is not scrollable.	Find an instance with zing search enabled. Search for a term that returns results from many sources. Attempt to reach for sources available below the screen height. Expected behavior: The panel is scrollable and sources are reachable. Actual behavior: The right-hand side panel is not scrollable and the sources are not reachable.
AI Search UX PRB1998976	Search event records don't indicate the search mode (keyword, hybrid, or semantic)	When a search is executed in an AIS-enabled portal with Hybrid Search enabled on the corresponding search application, the resulting sys_search_event and sys_search_signal_event records don't capture the search mode (keyword, hybrid, or semantic) that was used to execute the query. This makes it impossible to distinguish query types in search analytics and signal data.	Turn on Hybrid Search on a Search Autocomplete Configuration (SAC). Navigate to a Dynamic Window-enabled portal that uses the configured SAC. Perform a search in the portal. Open the corresponding sys_search_event and sys_search_signal_event records generated by the query. Observe that neither record contains any field or indicator specifying the search mode used (keyword, hybrid, or semantic).
AI Search UX PRB2026614	Auto-Enable Hybrid Search on Now Assist for Search Installation	When a new users installs the 'Now Assist for Search' plugin, the system should automatically enable Hybrid Search for all search applications configured in the instance. This ensures new users benefit from Hybrid Search by default without requiring manual configuration. The behavior applies to all new user installations going forward and shouldn't retroactively affect existing users who have already installed Now Assist for Search.
AI Search UX PRB2031624	Enhanced Chat's search bar appears on portals with NextWave	Note that the NextWave omni-bar displays on the homepage as expected. However, the search bar from Enhanced Chat is also appearing on other pages unexpectedly.
AI Search UX PRB2038703	Instance creation failure for com.​glide.​search.​graphql.​query.​Suggestions from service portal's typeahead AIS Suggestions API	When soemthing is searched for in the portal's typeahead, no suggestions appear and AIS Suggestions API calls in the network tab return 'Instance creation failure for: com.​glide.​search.​graphql.​query.​Suggestions',​ and 'DataFetchException'.
AI Search UX PRB2039564	Error while accessing catalog items from search after Australia upgrade	After upgrading to Australia, the typeahead widget for suggested results fails.
Analytics Data API PRB1974037	Visualization displays outdated dates when 'Use current date for period end' is selected	Even when the 'Use current date for period end' is selected on a time series visualization, the graph still displays older dates and not the latest dates.	Create a time series visualization with an indicator (daily frequency) as a data source. Ensure that scores are collected for this indicator. In the configuration, under the date range section, select the Set absolute period and Use current date for period end options. Review the visualization on different days. Expected behavior: The visualization graph should consider the current date as the period end date and generate the graph. Actual behavior: The visualization graph is still generated with the older dates (when the visualization is created) as the period end date.
Analytics Data API PRB2030053	Add a feature flag for auto cache of PA indicators	Indicators are cached automatically, leading to data discrepancies between different users.
Analytics Export API PRB1987970	PDF Export of Inline Dashboard gives a blank page with Loading word in it	Export PDF for any of the Inline dashboards is blank and shows the loading symbol only in the PDF and not the actual report of the dashboard. Also, Exporting a Dashboard stays in the 'Export request in progress' state for a very long time even on a very simple one widget dashboard.
Analytics Export API PRB2019161	The export option is not working for sub domain dashboards	This issue was also observed in Australia. An error occurs when attempting to export the dashboard, and an error also occurs in the logs.	Open an instance. Navigate to Platform Analytics > Dashboards. Create a new inline dashboard. Select Add component. Select Data visualization. Select any visualization type, such as column or bar, and configure it to show the visualizations. Navigate back to the dashboard created. Select Export on the dashboard. Select Export to PowerPoint or PDF . Notice the error, 'Export failed. Please contact your system administrator.' There is also an error is displayed in the error logs, 'ExportJobExecutor *** ERROR *** EXPORT_JOB_EXECUTOR: PEJ0001007 AttachmentID is null, attachment was not saved properly.'.
Application Manager PRB2020279	Users can't uninstall the 'Universal Request' application	After installing the 'Universal Request' plugin, it isn't possible to uninstall it. There is a message stating that it can't be uninstalled because of the dependent plugin 'Universal Request: Reporting'. When attempting to uninstall 'Universal Request: Reporting', we are not able to because 'Universal Request' needs to be uninstalled first: 'This application cannot be uninstalled because one or more applications are dependent on it. In order to uninstall this application, please uninstall the below dependent applications first'.	Provision an instance with the 'Universal Request' plugin installed. Navigate to the record on sys_store_app. Attempt to uninstall. See that it isn't possible.
App Shells PRB2005043	Some items are hidden behind the company logo in the Next Experience navigation bar	Sometimes the Next Experience navigation isn't rendered correctly. The 'All' and 'Favorites' items are displayed behind the ServiceNow logo. The issue is happening is randomly for some tests and does not have a fixed reproducible behavior. The menu items should always be rendered correctly and must be clickable.
Attachments to Records PRB2018059	GlideSysAttachment. writeContentStream() fails in the Scripted REST API in Australia	GlideSysAttachment(). writeContentStream() fails with 'Can't find method com.glide.ui. SysAttachment. writeContentStream (object,string,string,com. glide.communications. GlideScriptableInputStream)' when called from a Scripted REST API in the Australia release. The issue is not present in Zurich.
Audit History PRB2035326	Enable an audit to clearly attribute every field level data change to either a human user or an AI capability	This is a product update.
Authentication Factors PRB2026060	The kba_session_context value is not in JSON format	The kba_session_context value is logged in this format: '{q1_keyword=q1_user_input, q2_keyword=q2_user_input}'.	Create three scriptable authentication type answers. Attach them to three different questions. Log kba_session_context in these three answers, along with kba_auth_result=true. Navigate to a voice deployment. Select the three questions as a KBA auth factor. Call the voice agent. Authenticate a user. Navigate to the syslog table. Observe that the kba_session_context value for the third question is logged in this format: '{q1_keyword=q1_user_input, q2_keyword=q2_user_input}'. It should be logged in a standard json format.
Authentication Factors PRB2030597	Fall back to secondary identification when the primary resolves a non-sys_user	In cases when the identification questions are configured to a non-sys user, then it should ask fallback questions. This isn't happening in v2 and the call is ended since the userID isn't resolved. It should fallback to the secondary identification to get the userID. In cases where both the questions lead to a non-sys_user, then it should fail.	Log in to the instance. Navigate to All > Authentication Factors > Knowledge Based Factor > Questions. Select any question with the type, 'Identification/​Authentication'.​ For the question, create service mapping with the type set to 'Authentication'. Return to the selected question. Update the type to 'Identification only' Expected behavior: 'Identification' should not be allowed because the question is mapped to service an 'Authentication' question, which creates inconsistency. Actual behavior: The operation is successful.
Authentication Factors PRB2037631	Identification Retry does not occur after plugin upgrade	If the identification step fails (first PIN entry is incorrect), the voice agent directly transfers to live agent which is the fallback on the assistant. It doesn't ask the user to re-enter the identification PIN again.
Authentication PRB2009727	A base instance doesn't have the tokenbased_auth plugin
Authentication PRB2033124	Case-sensitive comparison is applied during knowledge-based authentication (KBA) answer matching	Case sensitiveness of KBA answer matching is controlled by the system property 'glide.auth_factors. kba.case_insensitive _validation'. It is by default case insensitive in previous patches, but seems to have the incorrect default value in recent tracks.	Set up knowledge_based_answer for a KBA Service. As an end user, try to pass answers and validate identification/authentication. Expected behavior: The user-given input should be matched case insensitively. Actual behavior: Answers are matched case sensitively.
Authentication PRB2037225	Third-party access token authentication fails	This is a product update.
Automated Test Framework (ATF) PRB2031396	ATF tests fail when code coverage is enabled due to onChange client scripts in a scoped app failing to execute	The onChange client script in the scoped app does not execute.	Navigate to Automated Test Framework (ATF) > Tests. In the list filter, search for the test named Scoped coverage test and select it to open the test record. Select Run Test, choose a browser or open a new one, and select Run Test again. Let the test run to completion, then navigate back to the test. Expected behavior: The test runs to completion, and the status reads 'Success'. Actual behavior: The test fails. The onChange client script in the scoped app does not execute, and the following client error is reported: 'Script: MyScriptInclude not found in scope: global, and HTTP Processor class not found: com.​glide.​processors.​xmlhttp.​My​Script​Include:​ no thrown error'.
Cache PRB2001257	Tiered Caching Journal files are deleted by a file maintenance scheduled job leading to resurrection failures for tiered caching	syscache_realform entries fail to be resurrected from the tiered_cache_journal.dat file because the file has been deleted.	Modify the sys_trigger: sys_​trigger_​c10d485e0a0a0b170060611b99ccd00c.​xml (Clean Temp Files) to call the FileMaintenance.cleanTempDir API with the current node name as a prefix (the first argument in the API call). Ensure that entries have been serialized to the journal files by navigating to any list form, closing it, and waiting to create and serialize a syscache_realform entry. Find the location of the journal files for the node and run: touch -mt YYYYMMDDhhmm (replacing the date format with a timestamp at least a day in the past). Run the scheduled job: Clean Temp Files (sys_​trigger_​c10d485e0a0a0b170060611b99ccd00c.​xml)​.​ Observe that the tiered caching journal file is deleted.
Case and Knowledge Management for HR Service Delivery PRB2015442	Semantic configuration for HR case indexed sources are in the wrong path
Case and Knowledge Management for HR Service Delivery PRB2018011	Multiple requested RCAs from Employee Slate Core targeting 'Human Resources: Core' about the script include 'ActivityHubUtilSNC'	When selecting a widget, an RCA error is thrown.	Open the instance. Impersonate as a user. Navigate to /aiux/employeeslate/home. Select a widgets, such as 'Our Company'. Notice that it throws the RCA error, 'Read operation on table 'sn_hr_core_case_operations' from scope 'Employee Slate Core' was denied. The application 'Human Resources: Core' must declare a Restricted Caller Access privilege. Please contact the application admin to update their access requests.'.
Case and Knowledge Management for HR Service Delivery PRB2024293 KB3031345	The HR ACL script hasHRApprovalAccess fails to resolve a source table for non-task approvals	This blocks HR agent read access on sysapproval_approver records for KB articles in HR knowledge bases.	Refer to the listed KB article for details.
Case and Knowledge Management for HR Service Delivery PRB2027153	HR Templates not applying as expected from Flows
Case and Knowledge Management for HR Service Delivery PRB2031869	Missing RCAs for HR ZTSD flow	This is a product update.
Change Management PRB2026001	An AI-driven question and answer completer that populates both change risk assessments and dynamic schema questions with context-based, accurate answers	This is a product update.
Change Management PRB2029102	Manual approvers can't be added to the change and std_change_proposal due to newly enforced ACLs for related lists
Code Signing PRB2023188	Signature verification triggers for records with no signature configuration defined
Code Signing PRB2033953	LES behavior for missing client transaction fields in the syslog_transaction payload
Communities PRB1487727	'Moderation Banned Keyword Filter' isn't working for keywords in other language	The user is allowed to post content with the banned keyword if the keyword is not in English.	Provision an instance with the following plugins installed: customer communities, communities demo data, and I18N: Japanese Translations. As community admin, log in to the platform. Navigate to Community > Moderation > Moderation filters. Create a new moderation filer/use the existing filter. Add any Japanese keyword (こんにちは) in the filter. Add any English keyword (hello) in the filter. Save it. Log in to community portal as any community user1 with the preferred language set to Japanese. Try to post content with the keyword used in step 5. Log in to community portal as any community user1 with the preferred language set to English. Try to post content with the keyword used in step 6. Expected behavior: The user is prevented from using banned keywords during content posting. The appropriate message appears. Actual behavior: 'Moderation Banned Keyword Filter' doesn't work for characters in other languages. The user is allowed to post content with the banned keyword if the keyword is not in English.
Condition Builder in Workspace PRB2001225	The messaging for deleting saved filters is misleading	The confirmation dialog says 'Active will no longer be available in your saved filters. This action can't be undone.' Instead, it should be more explicit that the filter may be deleted for everyone.	Navigate to a list in Service Operations Workspace. Open the condition builder. Add some filters to the condition builder. In the 'Saved Filters' list, select Save Filter. Select Save. Open the 'Saved Filters' list. Select the Trash Can icon next to the saved filter that was just created. Expected behavior: The confirmation explicitly says that when a filter is deleted—especially one that has been shared to a group or globally—it is deleted for everyone. Actual behavior: The confirmation dialog opens and shows: 'Active will no longer be available in your saved filters. This action can't be undone'.
Condition Builder in Workspace PRB2011310	The SLA field is read-only in a related condition when creating a list in Workspace	The SLA field and the operator should not become ready-only.	Log in to a base instance. Select Workspaces from the Banner/Header Menu. Search for 'Service Operations Workspace' Select Service Operations Workspace. Once the workspace is open, navigate to Lists. Navigate to My Lists. Select the Create new list button. Navigate to Create your own. Provide the list name, such as 'Testing'. Select Source - HR Case [sn_hr_core_case]. Navigate to Add Filters > Condition. Select the field, SLA(sla). Observe that the field and operator become read-only. Expected behavior: TheSLA field should not become read-only.Actual behavior: The SLA field is read-only.
Configuration Management Database (CMDB) PRB2017461	There's MULTI_MATCH errors when duplicate rows exist in cmdb_rel_ci for non-dependency relationships	After upgrading to the Australia release, Discovery logs may show errors when processing CI relationships if there are pre-existing duplicate rows in the cmdb_rel_ci table for the same parent-child-type combination. These errors are harmless and do not affect data integrity. The duplicate relations in cmdb_rel_ci should be handled gracefully without generating errors in Discovery logs.
Configuration Management Database (CMDB) PRB2017567	There is an infinite loop in PartialPayloadProcessor when the payload size limit is exceeded on the first record of a batch	Re-running the payload after changing the property 'glide.​identification_​engine.​partial_​processing_​max_​fetch_​memory_​mb' to zero causes the thread to be in an infinite loop.	Run the payload to create a partial payload: var payload = { 'items': [ { 'className': 'cmdb_ci_computer', 'values': { 'ram': 'q111211' }, 'sys_object_source_info': { 'source_native_key': 'IRE_TOI_PARTIAL_1', 'source_name': 'SERVICENOW', 'source_feed': 'DISK_FEED', 'source_recency_timestamp': '2019-08-26 13:00:00' } }, { 'className': 'cmdb_ci_disk', 'values': { 'name': 'disk1' } } ], 'relations': [ { 'parent': 0, 'child': 1, 'type': 'Contains::Contained by' } ] }; var input = new JSON().encode(payload); var output = SNC.​Identification​Engine​Scriptable​Api.​create​Or​Update​CIEnhanced('SERVICENOW',​ input, {}); gs.print(output);. Change the property to 'glide.​identification_​engine.​partial_​processing_​max_​fetch_​memory_​mb' to 0. Re-run the payload. Observe the thread is now in infinite loop.
Configuration Management Database (CMDB) PRB2018505	The multiSource last_discovered field is not updated even when the CI is updated	The multi-source last_discovered timestamp is not updated when CI is rediscovered from the same source.	Run the following script to create a multi-source record: var payload = { 'items': [{ 'className': 'cmdb_ci_linux_server', 'values': { 'short_description': 'Linux server description', 'name': 'Linux Server 1' } }] }; var input = new JSON().encode(payload); var output = SNC.​Identification​Engine​Scriptable​Api.​create​Or​Update​CIEnhanced('Service​Now',​ input, {}); gs.​print(JSON.​stringify(JSON.​parse(output)​,​ null, '\t'));. Manually add the last_discovered value to col51 in the cmdb_multisource_data table for this record. Rerun the same payload with the same CI with updated short_description. Observe that col51 is not updated with the latest time stamp.
Connections and Credentials PRB2007222	AuthMetadataProvider .getAliasInfoList() performs unfiltered full-table scan on sys_alias (29,000+ rows)	This causes QueryWarning and excessive DB load. The same behavior occurs via any code path that calls PersonalAuthClient .​get​Auth​Credential​Info(credential​Id)​.​	Open an instance with a large number of aliases in sys_alias (for example, 29,000+ records). Trigger a flow that invokes sn_cc.PersonalAuthAPI() .getInitiatorURL(aliasId) with a valid alias ID. Observe that the following warning appears in the system logs: 'QueryWarning *** WARNING *** Large Table: Table handling an extremely large result set: 29180'. Additionally, observe that the info-level log for orphaned credential aliases contains 'Cannot find a credential with the given alias sys_id...'.
Content Library Portal PRB2005753	Content lookup historical data triggers unintended deduplication for pa_manual_breakdowns records	The fix script runs with the 'isHistorical' parameter set to true, then it calls the deduplicateByValueField function. The duplication logic doesn't query for the breakdown; it only looks for duplicated value to identify duplicate records. In theory, there could be duplicated value across different breakdowns, causing unwanted data loss.
Content Library Portal PRB2010143	Multiple ais_index events are triggered for sam_sw_product_lifecycle during content updates	During content updates in the ITAM Content Library, a large number of ais_index events are generated for the sam_sw_product_lifecycle (SAM software lifecycle) and sn_hamp_lifecycle_definition (HAM hardware lifecycle) tables. These events appear in the event log. The excessive events are triggered because system metadata columns on the AI Search datasources for these two tables are missing the no_text_index field attribute. Without this attribute, the AI Search indexing engine includes these columns in the vector index.
Core UI Responsive Dashboards PRB2019649	Exclude legacy dashboards from the 'PA Indicator Recommendation Calculator Job'	The 'PA Indicator Recommendation Calculator Job' takes a long time to run (10+ hours).
Customer Operations for Customer Service Management PRB2017754	Query rules show an error with Security Constraints and remove records	Query rules show an error and also pull more data than the Territory member assignment
Customer Service Management PRB2028756	While upgrading from Yokohama to Zurich, a skipped error occurs
Database Compaction PRB1993126 KB3109620	'Compactor' on RaptorDB creates indexes without 'CONCURRENTLY', causing widespread locks	The DB 'Compactor' job creates direct indexes on temporary tables that are linked with source tables through triggers. Once 'insert' comes in for a source table, the trigger also tries to write on a TMP table, and are blocked by the 'Create index' command.	Refer to the listed KB article for details.
Database Indexes PRB1975183	Creating an index on a few columns with an already existing column causes a drop of the redundant index and a 'AccessExclusiveLock' on a table		Ensure that an index already exists on an instance for the ColA. Create an index on: ColA, ColB, ColC, ColD. Verify that the redundant index check is dropping the index, causing 'AccessExclusiveLock' and slowness on the instance. Expected behavior: It should have been dropped concurrently so that there's no instance wide issue while dropping the index. Actual behavior: There's an instance wide issue due to the 'AccessExclusiveLock'.
Database Persistence - Data Access PRB2021451	MariaDB/Oracle UUID values with hyphens need to be normalized in query time	When query a UUID column has hyphens, the returned results won't be correct as UUID values are stored without the hyphens. It's okay for Postgres because it accepts UUID values with or without values, but this breaks on MariaDB and Oracle.
Database Persistence - Data Access PRB2027220	ColumnName.resurrect() re-shortens long names, corrupting external store column names on deserialization	ColumnName.resurrect() reconstructs a ColumnName from its serialized form using new ColumnName(name), which re-applies the preFujiShortColumnName() 30-character shortening algorithm. However, serialize() writes the already-resolved fName directly. For external-store columns (Snowflake, BigQuery, Trino) whose physical names exceed 30 characters, the name is corrupted on deserialization — the resurrected ColumnName points to a shortened name that doesn't exist in the external store.	Create a ColumnName with shortening turned off: new Column​Name('external_​column_​with_​a_​very_​long_​name',​ false) (37 chars, exceeds MAX_LENGTH of 30). Serialize via ColumnName.serialize(writer, cn). Deserialize via ColumnName.resurrect(reader). Observe the resurrected name is the 30 character shortened form, not the original 37 character name — a round-trip corruption.
Database Persistence - Data Access PRB2036434	Adding unique identifier (UUID) support for Workflow Data Fabric-Trino	This is a product update.
Database Persistence - Data Access PRB2036436	Add a unique identifier (UUID) Glide type	This is a product update.
Database Persistence - Dictionaries PRB2021884	DictionaryXMLParser check for other numeric types
Database Persistence - Graph PRB1989714	The 'WITH' clause requires all variables to be explicitly aliased
Database Persistence - Graph PRB1991033	The user is not getting the expected response for the query, 'Give me active users created in Q3 in 2025' in Gemini
Database Persistence - Graph PRB1991929	Add a guardrail to prevent unbounded/extremely large queries from the LLM	A 184M SQL query was produced and attempting to parse it brought the node down with OOM.	Execute cypher2Results with the cypher query. Observe that OOM is parsing the massive generated SQL.
Database Persistence - Graph PRB2025391	Encoded query is not supporting variable length edges
Database Persistence - Graph PRB2026584	Aggregate and Function types are not accepted in Function Using()	After creating a query with GraphQueryBuilder, users of GraphQueryBuilder API should be able to get the encoded query representation as a transferrable serialization of the query.
Database Persistence - Graph PRB2026592	Inline node properties via withProperties() are dropped on round-trip	After creating a query with GraphQueryBuilder, users of GraphQueryBuilder API should be able to get the encoded query representation as a transferrable serialization of the query.
Database Persistence - WDF PRB1921715	Attempting to run an RLQuery condition on a database view removes all records unexpectedly from the view	Related List conditions aren't valid for database views, and they are blocked on the sys_report condition builder. However, a user can run an encoded query containing a related list query (just like any invalid query) and get returned an invalid query error, which is correct. The problem is after specifically running a related list condition on a db-view (valid or invalid), all the records of the view disappear, leading to other problems.
Database Persistence - WDF PRB1931656	A data fabric (DF) table should be blocked when creating a 'shard' type rotation table		Create a DF table. Assign unique string columns with type 'GUID'. Navigate to sys_table_rotation. Create a record. Add the name of the mapped table to the Name field. Choose a shard. Select the column with type 'GUID'. Expected behavior: The DF table should be blocked when it's being used as base rotation table for extension, rotation, and shard. Actual behavior: A rotation record is created with the DF table as a base rotation table.
Database Persistence - WDF PRB1978280	Missing/Incorrect Date Part Implementations	Analysis of TrinoDatePartFormatter.java revealed eight implementation issues affecting date/time extraction functions.
Database Persistence - WDF PRB2019390	Update sets do not capture interface specific metadata	When the user creates a field mapping and interface to implementation relationship record in the m2m, only the table and columns are captured, but no interface specific metadata is captured.
Database Persistence - WDF PRB2019509	Materializing virtual table when max_insert_size is reached fails	When the user hits the max_insert_size and executes the query, the DBExtendedInsert DBI is nulled.
Database Persistence - WDF PRB2030176	Add DBI methods to abstract create/delete temporary tables	This is a product update.
Database Persistence - WDF PRB2030390	A java.lang.SecurityException occurs	The error reads, 'Illegal access to method close() in class com.glide.db.DBQuery'.
Database Persistence - WDF PRB2032178	Ensure Glide UUID time based generation is sortable	Currently Glide UUID time based generation is not always sortable, if multiple UUIDs are generated in the same millisecond.
Database Persistence - WDF PRB2036451	Enable data interface tables to work with remote and virtual tables	This is a product update.
Database Persistence - WDF PRB2036455	Column mapping capability	This is a product update.
Database Persistence - WDF PRB2036458	Basic field-level transform support on interfaces	This is a product update.
Data Management Console PRB1949587	Archive conditions are deleted when users edit the destroy rule conditions	When predicate builder is used, the user observes many fields in a drop-down list for a dot walked field when compared to the fields observed in UI16.
Data Management Console PRB1976888	StatsGatherer isn't collecting stats when it runs in parallel with a SNC provision job		Navigate to sys_sdu_collection_job. Change the 'Collection' job record status to 'running'. Run StatsGatherer. See that StatsGatherer should collect stats, but isn't.
Data Management Console PRB1978885	Enable Data Destroy checkbox gets unchecked when a pop-up is closed using the Close button	When the Enable Data Destroy checkbox is checked and the user unchecks it, a confirmation pop-up appears with Yes, Cancel, and Close (X) options. Selecting Close (X) closes the pop-up and reverts the checkbox back to its previously checked state — no change is applied. Selecting Cancel closes the pop-up and reverts the checkbox back to its previously checked state — no change is applied. Selecting Yes closes the pop-up and applies the change — checkbox remains unchecked. The same revert behavior applies in reverse — if unchecked and user checks it, then dismisses via Close (X) or Cancel, it reverts back to unchecked.	Navigate to the Edit Archive Rule page. Ensure the Enable Data Destroy checkbox is checked. Uncheck the checkbox. Observe that a confirmation pop-up appears with Yes, Cancel, and Close (X) options. Select the Close (X) button on the pop-up. Expected behavior: The pop-up closes. Enable Data Destroy checkbox reverts to its previous checked state. No change is applied unless the user explicitly selectsYes. Actual behavior: The pop-up closes. Enable Data Destroy checkbox becomes unchecked even though the action was not confirmed.
Data Management Console PRB2013603	StatsGatherer early death	Stats Gatherer stops with the error 'Zero records found in sys_audit'.	Create sys_audit SPTS with 0 row count. Trigger Stats gatherer. Observe Stats Gatherer stops with error 'Zero records found in sys_audit'.
Data Management Console PRB2013605	The Statsgatherer job is finished with incomplete data
Data Management Console PRB2015722	Loading conditions don't appear in rule details page	Conditions do not appear where they should.	Log in to the instance. Navigate to the DMC. Select a table with an archive rule and navigate to Rule Details page. Edit any field on the page and select Update, then switch the tabs. Observe the table associated with the rule. Expected behavior: The conditions should be displayed for the rule. Actual behavior: The conditions are not appearing.
Data Management Console PRB2019127	Persistence Failures (Missing Parent Stats ID) for ALIAS/Normal	Peripheral stats are not stored.	Create a table with long table name. Enable the sys_audit stats for this in Audit management console. Change any field in this table. Audits will be added with tablename = ALIAS:{shortTableName}. Now run stats gatherer. Observe that peripheral stats are not stored for this table and the error is logged.
Data Management Console PRB2025271	Change the status column label for tables on primary/gateway to Active from 'Live'	With the new naming convention for Data archiving solution to object storage, the label for status column value displayed is renamed so that it is not confusing.
Data Management Console PRB2030039	'Physical Table Stats Gatherer' is triggered, which does 'UNION ALL' for rotated tables	There's a repeated slow query #-1454801932 from the daily 'Physical Table Stats Gatherer' job, which is triggered 6 times. This causes spikes in SQL response times.
Data Management Console PRB2032534	When 'Age in seconds' is less than 3600, it's resolved as 0 in the Data Management Console (DMC) rule screen	The 'Age in seconds' property set on an auto flush rule is translated into years, days and hours for the rule management page. Seconds < 3600 doesn't make up an hour, so it has resolved as 0 in hours.	Create an auto flush rule with age in seconds = 3599. Open the created rule from DMC by navigating to the table details view and then picking the concerned rule from the 'Rules' tab. Verify that the matchfield inputs for years, days and hours show 0.
Data Management Console PRB2034974	An age of less than 3600 seconds is resolved as 0 in the DMC rule screen
Data Privacy (Classic) PRB2022419	Unable to generate granular findings for Journal fields in Data Discovery job		Log in to an instance. Create data discovery policy with different type of columns. While running a data discovery job, select track granular discovery, run the job. Open the granular findings. Verify the age pattern from any records. Observe that there is no age mentioned, yet its still its detected as sensitive data.
Data Privacy (Classic) PRB2024478	Currency field types are not anonymized properly	The Currency field type is not recognized by the Data Privacy discovery engine or processed by anonymization rules.
Data Product Backend Services PRB2027662	Resolving field mapping discrepancies between interfaces and implementers	This is a product update.
Data Snapshots PRB2028735	On non-eligible instances for Data Snapshots, Data Snapshots functionalities are accesible	The following data snapshots functionalities are accessible in non eligible instances for data snapshots: Data Snaphshots Hierarchy, Data Snapshots Exclusions, Data Snapshots Jobs , Data Snapshots Jobs Logs, and Bucket Group Mapping for Data Snapshots.
Demand Management PRB2020276	The Create Epic UI action doesn't work in Australia		Navigate to a 'Demand' record. Select the Create Epic related link on the 'Demand' form. Observe that the action doesn't work/is missing.
Developer Sandboxes PRB2016067	ServiceNow Studio shows 'Recently opened' across controller and sandboxes	'Recently opened' does show the project and file from sandbox.	Choose an instance that has multiple sandboxes. Log in to one sandbox (1) and open SNS, then create a new project. Add a new file (for example, a business rule). Log into another sandbox (or base) and open SNS. Expected behavior: 'Recently opened' shouldn't show new project or file from sandbox (1) Actual behavior: 'Recently opened' does show the project and file from sandbox (1). Choosing them results in 'Not found' error.
Document Intelligence Unified Backend PRB2029867	Users can configure more than 50 fields per use case, which does not match the product and pricing based limitations
Document Management PRB2032863	SmartDocs default skill enablement for all tables	This is a product update.
Document Management Services PRB2032865	Smart redaction with redaction codes and notes for documents	This is a product update.
Document Viewer PRB2021741	When printing a PDF from the $viewer.do UI page, an extra page is appended to the end of the PDF in the print dialog	When printing a PDF with Document Viewer ($viewer.do) UI page using CTRL + P, an extra page is appended to the end of the PDF in the print dialog.	Open a PDF attachment in $viewer.do. Press 'Ctrl + P'. Scroll down. Observe an empty page appended to the PDF.
Dynamic Guidance PRB2050926	Unintended Dynamic Guidance steps in Unified Navigation Onboarding modal	The onboarding modal contains Dynamic Guidance steps.	Open a Zurich/Australia instance with Now Assist enabled. Log in as a user with Now Assist enabled. On first-time login, notice the onboarding modal. Expected behavior: The onboarding modal shouldn't contain the steps of Dynamic Guidance. Actual behavior: The onboarding modal contains the steps of Dynamic Guidance.
Dynamic Translation for Agent Chat PRB2030959	When using the live agent in Now Assist Virtual Agent (NAVA), the disclaimer message at the bottom is dynamically translated based on the agent's session language	The disclaimer message should be displayed in the end user's session language preference instead of the agent's session language.	As an agent, impersonate a system administrator user. Switch the agent language to French under 'Preferences'. Navigate to Service Operations Workspace. Make the agent available. As the end user, set the session language to English. Navigate to the Employee Service Center portal. Initiate NAVA. Observe the disclaimer message is in English. Connect to a live agent. Once the work item is offered to agent, accept the work item. Observe that the disclaimer message is translated to French for the end user. Expected behavior: The disclaimer message should honor the end user's session language. Actual behavior: When connected to a live agent, the disclaimer message is changed based on the agent's session language.
Edge Encryption PRB2012969	Edge Encryption mass jobs do not support sys_audit table rotation	Edge Encryption mass jobs (such as mass-encrypt, mass-decrypt, key-rotation) that process the audited journal field history do not correctly handle instances where the 'sys_audit' table has been rotated. When sys_audit is rotated, the historical audit records no longer reside in sys_audit itself but in one or more physical rotation tables (for example, sys_audit0 or sys_audit1). Because the job execution infrastructure previously hard-coded sys_audit as the target table, all direct updates issued during job processing targeted the base sys_audit table and found no matching records. This results in zero rows being updated for any encrypted field that lives exclusively in a rotated partition.	Configure an Edge Encryption mass job on a table/field whose Journal field is audited (for example, incident.work_notes with auditing enabled). Rotate the sys_audit table to create physical tables such as sys_audit0 and sys_audit1 that contain the actual audit records, and so that the sys_audit base table is empty. Run the Edge Encryption mass job, such as mass-encrypt, mass-decrypt, or key-rotation. Observe that no audit records are updated, and the job reports zero rows processed for the AUDITED_NEW_VALUE and AUDITED_OLD_VALUE chunk types. When verifying in the database that encrypted values in sys_audit0 / sys_audit1 are unchanged, this confirms updates targeted the empty sys_audit base table.
Edge Encryption PRB2016789	Edge Encryption mass decryption job doesn't support tables with edge encrypted data inside a field value	There are several tables that end up with edge encrypted data stored inside a field, but where the entire field is not edge encrypted. The user has no way to migrate this data from being edge encrypted. To allow sys_archive_log to be used in an edge encryption configuration, the user must add the 'edge_table_whitelist=true' attribute to the table in sys_dictionary. Adding this attribute allows the sys_archive_log table to show up in the table list on the edge configuration page.	Create an edge encryption configuration on the incident.short_description field. Run a mass encryption job to encrypt the data on that field. Create an archive rule for the incident table to archive one or more of the records with an encrypted short_description field. Verify that sys_archive_log records are created for the archived incidents, and that the Payload field has edge encrypted data. Create an edge encryption rule on sys_archive_log.payload. Create an edge decryption job on the sys_archive_log table. Run the job. Expected behavior: Edge encrypted data inside thesys_archive_log.payload field is decrypted by the job. Actual behavior: The scheduled encryption job does not have any execution records nor chunks, as it did not find any data to be decrypted.
Email Accounts PRB2022999	Add the capability to capture mailbox as part of headers	This is a product update.
Event Management PRB2017829	A fix script incorrectly marks event rules as UI16 incompatible	During an Australia upgrade, the fix script EM - Event​Rule​UI16​Compatibility​Updater runs to populate the is_ui16_compatible field on all existing em_match_rule records. The method _countRegexInFields counts field name occurrences across rawFields and additionalInfoFields to detect multiple regex patterns on the same field. However, it doesn't check whether the field actually has a regex value defined before incrementing the counter.	Open a Zurich instance. Create and save an event rule where the same field name appears in both rawFields and additionalInfoFields. Upgrade the instance to an Australia version. Observe that in the event rule record is_ui16_compatible is set to false, and it can't be opened it from previous UI.
Event Management PRB2022546	Tag based group is created with single Alerts where em_agg_group points at two alerts	A new TBAC group is created with a recent corresponding alert only.	Create TBAC rule. Send two events matching this TBAC rule. Wait for the TBAC group to be created with the corresponding two alerts. Create a new matching event but do not submit yet. Close on of the group secondaries. Immediately send the prepared Event from step 4. Notice that a new TBAC group is created with a recent corresponding alert only.
Experimentation Framework Core PRB2033548	Before activating any feature, an admin must accept the new feature preview terms in the modal
External Content Connectors Glide PRB2027151	After deleting the SPO connector, results can still be found	The AIS query engine requires the qlang=advanced parameter to correctly interpret and match documents. Without it, queries silently fail to match any documents, causing operations like deleteByAISQuery to delete zero records.
Financial Management PRB2032487	Role available in the ACL is not actually available in the Role table, so there are orphan records available in the sys_security_acl_role table
Financial Services Operations PRB2038662	A query range error appears when querying on the filter present under 'Claim transaction' & 'Receiving transaction'	Part of the query on sn_bom_transaction is ignored because of insufficient access for the 'query_range' operation on sn_bom_transaction.details.	Impersonate the sn_bom_payment.claim_agent role. Navigate to Workspaces > Financial services workspace > Claims > All > New > Internal claim. Fill in all the details and add multiple transactions into the fields Claim transactions & Receiving transactions. Save the form. Navigate to the related lists of 'Claim Transactions' and 'Receiving Transactions'. Select the filter icon and start querying on 'Sender transaction' & 'receiving transaction' respectively on both the related lists. Observe the error as mentioned above.
Flow Engine PRB1909705	A transform script for JDBC DSAs isn't erroring out in engine major version v2	The issue can be reproduced when data stream actions are the same scope. The issue also occurs when the data stream actions are other than global and the script include is 'Global - Accessible to All Application Scopes'.
Flow Engine PRB2013989	AI agent execution fails when source of record has been created by the virtual agent on portal	This issue occurs when the impersonates user doesn't have the 'admin' role.	Install the following: Playbook Experience (playbook-experience:29.1.0) Playbook Experience Components (servicenow-​now-​playbook-​experience:​29.​2.​2-​SNAPSHOT)​ Process Automation Designer (sn-​process-​automation-​designer:​29.​3.​1-​SNAPSHOT)​ Customer Service Management Demo Data' (Plugin id: com.snc.customerservice.demo) Playbooks for Customer Service Management (app-​csm-​playbook:​6.​4.​0-​SNAPSHOT)​ app-​csm-​complaint-​case:​8.​0.​2-​SNAPSHOT app-​csm-​complaint-​case-​ai-​agents:​1.​1.​2-​SNAPSHOT app-​csm-​complaint-​gen-​ai:​2.​1.​2-​SNAPSHOT Impersonate the user 'Abel Tuter'. Navigate to /csm. Select the Sparkle icon to launch the virtual agent. Paste this prompt to the virtual agent to go through record creation: 'I want to log a complaint. My KNS-ULTRA1100 is over heating. The product becomes uncomfortably hot during normal operation, even with light usage. My colleague had also experienced the same issue with the product on their machine. It started happening 2 days ago'. Once the record has been created, impersonate the user 'Abraham Lincoln' on the platform. Find the created record. Keep selecting the Continue button to advance to the 'Research' stage. Select the Use an AI agent button. Notice that an error is shown to the user, and the execution plan is terminated with the message, 'You don't have the required access to complete this request. Try another request.'.
Flow Engine PRB2026000	Engines support for conditional 'go back to' in Playbooks	This is a product update.
Flows (Family Channel) PRB1975298	After moving a flow from one instance to another using an update set, the flow variable label changes to match the variable name	In the payload of the custom update that captured the flow, the variable correctly displays its label in the update set payload. However, when viewed in Flow Designer, the label appears to have been updated to match the variable name.	Prepare two Zurich instances. Navigate to the first Zurich instance. Create an update set and make it current. Create a simple flow and create a variable with a long name with a space. Ensure that those creations are captured in the update set and complete the update set. Deploy this update set to the second Zurich instance. Navigator > Remote instance > Retrieved completed update set > Commit. Open the flow and verify that the flow variable label is automatically updated to match the variable name.
Flows (Family Channel) PRB2003332	The user receives the message, 'Number of rows hidden by security constraints ' in Flow Designer related sub-flows	The user sees the security constraints message when opening 'See related flows' in sub-flows.	Open Flow Designer. In the 'Subflows' tab, open a subflow. In the 'More' menu, select See related flows. Notice the security constraint message when it opens.
Flows (Family Channel) PRB2014125	Remove use of javascript: prefixed reference qualifiers
Generative AI Controller PRB2026284	Agents aren't working in Zurich nightly with the latest snapshot		Navigate to agents playground. Trigger any agent. See that the agent is stuck in starting and no context is passed to it.
GRC: Crisis Management PRB2039145	Adding similar tasks to a task group doesn't show the correct filters
GRC Platform Plugins PRB2019351	On final approval of policy, a generated KB article is not published	The KB article is not published and throws the error, 'Failed to publish knowledge article'. The associated article is created by this user but is not moved to the 'Published' state.	Navigate to sn_compliance_policy. Select New to open new policy form. Fill in the necessary fields. Add policy text, uncheck the Require Review Approval checkbox, and Submit. Select Request Review. Notice that the system moves the record to the 'Review' state. Select Request Content Approval. Notice that the system moves the record to the 'Approval' state. Observe that although the Final Approver approves the policy and the policy is published, the associated article is still in a 'Draft' state.
Hermes (Family) PRB2018415	Implement retry mechanism for publishing encryption metadata	The new cluster won't have the encryption key since there is no change detected in the dare_key_metadata table.	Insert a key in the dare_key_metadata table that currently gets published to the inbox of a cluster (Cluster A). Change the Hermes clusters to point to another cluster (Cluster B). Observe that the new cluster won't have the encryption key since there is no change detected in the dare_key_metadata table.
Hermes (Family) PRB2028058	Identify and collect metrics for XML stats	This is a product update.
Hermes (Family) PRB2028059	Set up an observer on the dare_key_metadata table to observe and transmit key changes to the Broker's inbox topic	This is a product update.
Hermes (Family) PRB2028061	Hermes Topic Manager should have a configurable setting for a topic retention period	This is a product update.
Hermes (Family) PRB2028063	Topic Manager support for bring your own key (BYOK)	This is a product update.
Hiring Core PRB2025492	Only one Job Request is visible in 'Active Requisitions' on the home page of Recruitment Workspace	On the home page of Recruitment Workspace, only one Job Request is visible in the Active Requisition portion even if multiple Job Requests are present in the backend.
HR Service Delivery PRB2023321 KB3025105	In HR Agent Workspace, an HR case can be cancelled without adding a work note, causing 'undefined' to be automatically logged in the conversation section	With the Cancel UI action (sys_ui_action sys_id 325370019f22120047a2d126c42e701d)​,​ the workspace client_script_v2 unconditionally forwards the modal's Work note field to the server. When the field is left empty during case cancellation, GlideAjax.addParam stringifies undefined to the string 'undefined' and forwards it to the server, which then persists it to work_notes.	Refer to the listed KB article for details.
HTML Field Type Editor PRB2008555	The @mention and response template in HTML Editor does not appropriately respond to assistive technologies	The screen reader does not identify the drop-down list or the members of the list.	Create an account on Assistiv Labs to use NVDA and JAWS. Open a base instance. Create or set the system property 'glide.ui.journal.use_html' to 'true'. Navigate to Service Operations Workspace. Open any incident. Open a screen reader, such as VoiceOver and Safari or JAWS/NVDA and Chrome. Navigate to the Comments/Work Notes field. Enter '@' and a character or two for the user to invoke the drop-down list for user selection. Notice that neither screen reader identifies the pop-up, nor is there any identification of the members of the list as the user navigates it.
HTTP Client PRB1914462 KB2813624	There's a warning log 'Invalid cluster size -1, will return'	This is caused by stricter hostname validation logic introduced in Glide's HTTP client layer. The change impacts RESTMessageV2 calls made from scheduled jobs within the HLA (Health Log Analytics) application. Although the target and source instance hostnames are identical, the platform incorrectly treats them as mismatched, resulting in a java.lang.SecurityException and blocking HLA workflows that rely on fetching /​xmlstats.​do?​include=​services_​status.​ It breaks the HLA flow responsible for retrieving elastic endpoints and other service status information.
Identification and Reconciliation API PRB2031317	Apply fix script for base instance dynamic IRE properties	This is a product update.
Identity PRB1988754	NHIUserTrackerDAO has a cache (sys_mi_user_cache ) which is storing GlideDateTime objects	This issue was noticed in heap dumps.
Inbound API Integration Usage Framework PRB2016072	Exclude Moveworks integration traffic	Moveworks requests to ServiceNow APIs (such as Table API) are being counted as integration traffic. They should be excluded.
Incident Communications Management PRB2028847	A skipped error occurs upon upgrading to Australia	After upgrading to Australia, a skipped error occurs because sys_​gauge_​4f1906b1bf3001003f07e2c1ac07393a record doesn't exist. Repairing the plugin doesn't resolve the issue.	Before upgrading, check that the com.snc.iam plugin isn't installed and that it has three dependencies. Upgrade to Australia. Check if the com.snc.iam is installed on upgrade. Check if the skipped error occurred. If so, see if that a problematic record exists.
Install Base Management Store PRB2027486	Errors in CanRead path from ACL	Failures observed in Service Portal with latest changes in responsibility framework.
Instance Data Replication (IDR) PRB1986252	Auto-heal when symmetric keys are deleted doesn't work as expected	The consumer replication gets stuck in a 'Request Producer Approval' state where Status=Active Replication and Consumer Approval Status=Approval Pending.	Create an Hermes producer and consumer replication set on the incident table. Create and activate producer replication set for incident table. Create and activate consumer replication set. On the consumer, Navigate to the idr_replication_shared_key table & delete the record in the table. Replicate a single record from the producer to the consumer. Create a test record on the producer. Expected behavior: The consumer replication should self-heal & be active. Replication should resume as expected with the shared_key recovery. Actual behavior: The consumer replication gets stuck in a 'Request Producer Approval' state where Status=Active Replication and Consumer Approval Status=Approval Pending - manual intervention is required (by selecting theRequest Producer Approval button).
Instance Data Replication (IDR) PRB2004240	Instance Data Replication (IDR) issues with batched seeding with CDATA-embedded declarations
Instance Data Replication (IDR) PRB2014054	Cannot read the array length because 'bytes' is null		See above.
Instance Scan PRB2017072	Instance scans detecting custom records instead of other records are modified from the baseline	Instance scan checks like 'Differs from baseline' are detecting custom records created by users. As per the script used, only the records which are modified should be detected.
Instance Scan PRB2022691	Instance Scan Linter Check fails on sys_module with an error: 'Rhino error: missing ; before statement'		Create an app in ServiceNow IDE. Create at least one file (for example, business rule) that stores code in a sys_module application file. Build and deploy the app. Create an Instance Scan Linter Check. Scan the resulting app (or the individual sys_module record) using the linter check. In the scan result record on the 'Failures' related list. Validate that one or more errors are logged: 'Rhino error: missing ; before statement'.
Integration Authentication PRB2038657	Clone preservers are missing for IPKI Auth Policy tables	Target instance records are not preserved and the target has an exact replica of the source. This breaks integration from MID to the target as the MID servers are preserved but not the IPKI policy and user mappings.	Configure two instances - source and target with IPKI Auth policies and map users to the policy. Add sys_user to preservers list. Clone source over target. Post-clone, navigate to the sys_ipki_auth_policy and sys_ipki_auth_user_policy table on the target instance. Observe that the target instance records are not preserved and the target has an exact replica of the source.
Integration Hub PRB2006931	The error message is not cleared out when the retry is successful and the retry status code is 200	When the retry is enabled in an action, if the first try fails with a 429 and the retry is successful, the Error message field does not get cleared out.	Create any rest action with the retry policy. Execute for failure for the initial 2 or 3 calls. Notice that there is an error message to the rest step output. At runtime, perform the appropriate changes so that the action starts to work fine and returns 200. Notice that this updates the status code to 200 and updates the success response body, however, the error message remains.
Integration Hub PRB2027484	wdf_operator > sn_mcp_client.viewer should be under the condition 'if plugin'	There's an error traced to an incorrect role inheritance in the base platform. The platform role wdf_operator inherits sn_mcp_client.viewer as part of its shipped configuration. sn_mcp_client.viewer isn't a platform-native role; it belongs to the MCP application, which is a separately licensed, paid plugin. This inheritance wasn't conditionally guarded, so it is applied unconditionally on all instances, including those where the MCP plugin isn't installed. On instances without the MCP application, this dangling role reference triggers the error.
Integration Hub PRB2034438	Terminal attachment is processed before non-terminal attachments	This causes partial data processing in the JDBC data stream action during race condition.	Create a JDBC DataStream action. Run it. Observe that the terminal attachment (small in size) is processed before non-terminal attachments (large in size). In the execution results, it shows less data.
IT Asset Management for Financial Services PRB2000282	The 'Read Only' option needs to be set on missing app-itam-asset-audit-response tables	This is a product update.
IT Asset Management for Financial Services PRB2026876	Update 3P default models to the latest available	This is a product update.
Key Management Framework (KMF) PRB1986102	Fix/disable IPKI KMF diagnostics job to reduce the performance impact on downstream services	This is a product update.
Key Management Framework (KMF) PRB2007037	A duplicate Instance Key Encryption Key (IKEK) is active in the instance after a future rotation date	Although it is observed the current IKEK gets deactivated and a new IKEK is generated, it later actives back the deactivated one. This causes multiple IKEK to be in an active status.	Set/Check the active IKEK future rotation date. Notice that after the rotation check, there are two active IKEK.
Key Management Framework (KMF) PRB2014313	Nodes taking long time to load CrytpoCore initialization during startup	It is observed that some nodes are taking an unusually long time during CryptoCore initialization at startup. A few nodes are taking anywhere between 15 minutes to up to 4 hours to complete CryptoCore initialization. Due to the large volume of logs, performing a full-day analysis in splunk places additional load on the indexers. A subset of nodes were identified consistently exhibiting this behavior.
Key Management Framework (KMF) PRB2035774	SecretAPI Core	This is a product update.
Key Management Framework (KMF) PRB2035775	Generic secrets wrapper API and Glide-independent interfaces	This is a product update.
Knowledge Management PRB1997589 KB2970962	A published article displays a gray HTML body when ECE and the 'Minor edit' property are turned on
Knowledge Management PRB2027236	True-up for KC and NAKM, ECE, and KC in UI Builder	This is a product update.
KPI Details PRB2017652	Selecting KPI 'Details' records in Platform Analytics redirects to a blank page when glide.ui.polaris.experience is set to false
Lifecycle Events PRB2026077	Dependent activity sets are not getting triggered when completing activities after upgrade to Zurich	This occurs when upgrading from Yokohama to Zurich.	Setup an instance in Yokohama Create multiple LE cases and move them to ready state. Ensure sn_hr_le.use_flow property is set to true. Upgrade to Zurich. Complete Pre hire activity set. Expected behavior: Pre-boarding activities should have created. Actual behavior: Pre-boarding activities are still in awaiting trigger.
List Administration PRB1963197	The Duration field displays '0 seconds' in a Core UI list when the value is null		In Zurich, navigate to any table list view that contains the Duration field. Filter by '<DURATION_TYPE_FIELD>' is 'Empty'. Review that records have '0 seconds' even if there's no value in the records (empty).
List Administration PRB2034695	Unexpected 's' character appears in a related list filter when using an operator in UI16 after Australia upgrade	When Accessibility is enabled in UI16 (Preferences > Accessibility) and a related list is filtered using operators such as 'is one of', an extra 's' character appears in the breadcrumb.	In UI16, Navigate to Profile Picture > Preferences > Accessibility and enable 'Enable accessibility in classic'. Navigate to a record with related lists (for example, Problem). Open any related list (for example, Problem Tasks). Apply a filter such as State is one of [values]. Observe the filter above the related list has an extra 's' before State.
Live Archive PRB1987487	Improve Attachment migration to Columnar performance	This is a product update.
Live Archive PRB1989270	Mismatch between number of records succesfully in DM run and sys_attachment table	There is a mismatch in the number of records migrated.	Navigate to sys_dm_run for attachment migration run and filter by ar_incident in run details. This queries 471,353 number of records successfully processed. Navigate to sys_attachment table and filter by tablename 'ar_incident and column type equal to 'COLUMNSTORE'. This queries 547,901 number of records. Expected behavior: The number of records should match in DM run and attachment table. Actual behavior: There is a mismatch in the actual number of records migrated.
Major Incident Management PRB2030990	The Major Incident Management (MIM) plugin is installed automatically after upgrading in Australia	The MIM family plugin is added as a dependency on the Service Operations Workspace MIM application. The dependency of the MIM plugin should be removed from the sn_sow_mim plugin.	Upgrade an instance to Australia. Expected behavior: The MIM family plugin shouldn't be installed on the upgrade. Actual behavior: The MIM family plugin is installed on upgrading to Australia.
MID Server PRB2006438	MID Server shuts down unexpectedly during startup due to sorting/filtering logic mismatch in ECC queue record batching	During MID Server startup, the server retrieves ECC queue records in batches from the instance. A mismatch in the sorting and filtering logic causes some records to be missed, resulting in an empty response. This triggers a MIDServerInfoException: No 'sysIds' array is returned in the response error, causing the MID Server to shut down unexpectedly.
MID Server PRB2034352	MID doesn't sync ECC firewall message audit data on shutdown, leading to audit data loss	If using the default 1 hour reporting interval, up to 1 hour of data could be lost if MID is restarted between reporting intervals.	Start a MID Server - if desired, set the MID.​ecc.​queue.​audit.​report_​interval to the minimum value of 900 seconds (15 minutes). Kick off a large Discovery to ensure a steady flow of ECC messages to the MID Server. Wait for ECC firewall message audit data to be reported for the first time After ten minutes, stop the MID. Notice that there are no audit data updates since the first reporting interval.
MID Server PRB2035227	ECC queue firewall in MID hardening and MID control	This is a product update.
MID Server PRB2035228	MID Server Security 2026	This is a product update.
MID Server PRB2035229	Application authorization for MID server execution in MID hardening authorization	This is a product update.
MID Server PRB2035230	MID hardening in the authorization track	This is a product update.
MID Server PRB2035231	Adopting USG for credentials in MID hardening	This is a product update.
MID Server PRB2035232	MID hardening in the logging/telemetry track	This is a product update.
MID Server PRB2035233	MID hardening and authentication JWT using iPKI	This is a product update.
MID Server PRB2035234	Uniquely identifying a MID server in MID hardening authorization	This is a product update.
MID Server PRB2039554	Issues with download page on new UI and misc others	The download page does not open with the new UI, there are zboot errors due to a missing version, and there are issues with migration page auto refresh.
MID Server PRB2040231	MID users are missing the MID Server role	Only MID users with the MID server role can load credentials for discovery use cases.
Mobile Platform PRB1984781	Incremental offline caching does not sync related records for newly created Work Order Tasks (WOT) after the initial offline payload is downloaded	Related records are missing in offline mode for the WOT.	Provision an instance with the following plugins: com.snc.work_management com.snc.work_management.demo com.sn_fsm_mobile Ensure incremental offline is configured and working, so that the offline payload download works and incremental jobs are being processed. Using the Agent mobile app, trigger the incremental offline process by downloading the offline payload. Create a new work order task (WOT) using the instance configuration. Create part requirements related to the WOT using instance configuration. Using the Agent mobile app, navigate to Offline mode. Check if the newly created WOT exists. Open the WOT. Navigate to the corresponding section that contains information about part requirements. Validate that the parts associated with the WOT are viewable. Expected behavior: The new WOT appears in offline mode, and the related records created are present in the corresponding section and visible offline. Additionally, an incremental payload is generated for the new task and its related records (entries in sys_sg_incremental_result). Actual behavior: The new WOT presents, but related records are missing in offline mode. For the newly created WOT, no new watcher record is created in sys_rw_action, so subsequent related record inserts are not tracked. Since no watcher exists for this WOT, no incremental payload parts are generated for its related records, so they never arrive in the device's offline cache.
Multimodal Service (Family Channel) PRB2029152	Update vision agent AIA records to consume new multimodal service-backed video Q&A subflows
Multimodal Service (Family Channel) PRB2029156	Move MMS to GA	The MMS plugin name displays 'USER WITH ELEVATED PRIVILEGES ONLY', and should be updated.
Multi-provider Single Sign-on (SSO) PRB2003491 KB3065130	An admin-only ACR user can't log in via local log in as the sso_config_admin role check in ACRUtil.isACRUserByUserID() ignores the admin role	When SSO Account Recovery (ACR) is turned on in an instance, an admin user registered as an ACR recovery account may be unable to log in via local login even when valid credentials are entered. The system doesn't recognize the user as a valid ACR recovery account and blocks the login attempt. The primary purpose of ACR is to provide a fallback login path during an SSO outage. Due to this issue, the designated recovery administrator loses access to the instance at the exact moment the fallback is needed. This issue was introduced in the Australia release.	Refer to the listed KB article for details.
Next Experience Unified Navigation PRB2003211	/api/now/ui/polaris/menu is slow to build the cache on login	1000s of each of these queries are run to retrieve user preferences and screen accessibilities. It should be able to retrieve all of most of these items in 1 query.
Next Experience Unified Navigation PRB2033990	Desktop navigation selection redirects to the wrong window instead of SOW workspace	When the user selects a desktop notification, the wrong browser window gets activated instead of the one with SOW where a new interaction is 'ringing in'.
Next Experience Unified Navigation PRB2034454	Record Summarization isn't using the page context	In Now Assist Portal (NAP), when standing on an incident record and if the user type is 'summarize this record', NAP should pick up the incident from the page context.	Open an incident on Service Workspace. Open NAP. Type 'summarize this record' in NAP. Expected behavior: NAP should summarize the incident the user is seeing. Actual behavior: NAP asks the user to enter the incident record number.
Next Experience Unified Navigation PRB2036738	Duplicate desktop notifications are created for a single assignment to an agent	A desktop notification for a new chat shouldn't appear second time for the same assignment. It should re-appear only on reassignment.	As Agent Beth Anglin, enable desktop notifications from the settings Gear icon next to the presence drop-down list and enable browser level notifications. As agent Beth Anglin, open SOW workspace and set the presence to 'Available'. Open another window pointing to the home page. As requester Abel Tuter, open the ESC portal, start a chat, and transfer it to a live agent. In an Agent session, there is a desktop notification pop up that appears for the new chat. Select the notification to navigate to the workspace page. Within few sec, refresh the second window that has a home page. Expected behavior: A desktop notification for a new chat shouldn't appear second time for the same assignment. It should re-appear only on reassignment. Actual behavior: A desktop notification appears for the second time for the same assignment.
Next Experience Unified Navigation PRB2038994	Duplicate modules appear when an application is added to the custom menu		Create a custom menu. Add an application to the custom menu through the related list. Refresh the menu request by selecting the Refresh button in the 'All' menu. Expected behavior: The custom menu has an application with correct modules. Actual behavior: The custom menu has an application with duplicate modules.
Now Assist in Document Intelligence PRB2030125	Support attachments where the file names doesn't contain '.type' at the end	There's an error: '{'attachment':​{}​,​'task':​{'708a54b23b810f50141a0e0f23e45a0b':​{'error_​msg':​'Prediction server is not able to process the attachments: begin 0, end -1, length 9'}}}'.	Have a PNG image file with no errors. Rename it to have a file name with '.png'. Upload it to an instance. Test the attachment summarization. Observe an error.
Now Assist Nextwave Experience PRB2015459	Now Assist Portal's unread conversation count disappears after the execution is started via AI Agent triggers or Runtime APIs	The unread conversation count over the NAP icon on the menu bar disappears.
Now Assist Panel PRB2003390	The New Chat button is disabled on Now Assist panel (NAP) when launched through AI Engagement Experience Layer (AIEL)	When an agentic workflow is triggered by a UI action in a workspace using AIEL with forceNewConversation set to 'true', NAP launches successfully with a new conversation session. However, the New Chat button remains persistently disabled throughout the session, preventing users from initiating additional conversations. Additionally, the name of the workflow at the top of NAP is not displayed and the conversation does not show up in the list of prior conversations.	Trigger an agentic workflow using a UI action in a workspace to auto-launch NAP with forceNewConversation set to 'true'. Ensure NAP launches with the workflow triggered in a new conversation session. Observe the state of the New Chat button in the NAP header. Expected behavior: TheNew Chat button is enabled, allowing users to start a new conversation. Actual behavior: TheNew Chat button is always disabled when NAP is launched through AIEL.
OAuth 2.0 integration PRB2032073	Chat-Input is available to requester when conversation ends
Onboarding Experience PRB2050925	Unintended Dynamic Guidance steps in Unified Navigation Onboarding modal	The onboarding modal contains Dynamic Guidance steps.	Open a Zurich/Australia instance with Now Assist enabled. Log in as a user with Now Assist enabled. On first-time login, notice the onboarding modal. Expected behavior: The onboarding modal shouldn't contain the steps of Dynamic Guidance. Actual behavior: The onboarding modal contains the steps of Dynamic Guidance.
On-Call Scheduling PRB2030480	Wrapper global APIs for on call bulk upload utility
On-Call Scheduling PRB2030962	The On-Call Scheduling family plugin is installed on upgrading to Australia	The On-call plugin has been added as a dependency for the sn_sow_on_call plugin as part of core IT changes. This is causing issues for some users. On-call is automatically installed for new users via zboot. However, upgrade users need to install it manually. Due to the new dependency on the Store app, On-call is installed for some users when the commons bundle is upgraded. The dependency of the On-Call Scheduling plugin should be removed.	Open any pre-Madrid instance where the On-call plugin isn't installed. Upgrade to Australia. Expected behavior: The On-Call Scheduling family plugin shouldn't be installed on upgrading to Australia. Actual behavior: The On-Call Scheduling family plugin is installed on upgrading to Australia.
OneExtend PRB2028533	Java scriptable methods aren't working in some instance nodes	The script should return a proper response in all nodes.
OneExtend PRB2038858	Mosaic/NowAssist jobs run for extended periods, slowing down processing	The Mosaic Off-Glide Kafka log-sync flow has no recovery path when subscription activation lands in a bad state.
PDF Generation PRB1967954 KB2685208	PDF export from workspace isn't working for some related lists	The approver data isn't in PDFs exported from a record.	Refer to the listed KB article for details.
Performance Analytics PRB2015951	The indicator Sparkle icon shows on data visualizations saved to the library	The Sparkle icon on data visualizations based on indicators should not show for data visualizations that are not saved to the library. This is a caching issue.	Disable the following properties: sn_​query_​gen.​indicator.​feature.​enabled sn_​pa_​ai_​canvas.​indicator.​feature.​enabled sn_​pa_​ai_​canvas.​entry.​visualization.​enabled Expected behavior: TheSparkle icon should not show on any data visualization, and whether it's saved to the library or not is based on an indicator source. Actual behavior: Notice that theSparkle icon on data visualizations based on indicators still show for data visualizations saved to the library. This is caused by analytics_cache, which clears out every 24 hours.
Platform Analytics Component API PRB2032319 KB3083846	Localized names on the Performance Analytics and Reporting (PAR) dashboard are no longer displayed	The names of PAR dashboards localized for the Zurich environment are lost when upgrading to the Australia version.	Refer to the listed KB article for details.
Platform Analytics Dashboard API PRB2000095	The Guided Tour does not populate route parameters for 'default' dashboards, which breaks the functionality	By default, when navigating to 'now/​platform-​analytics-​workspace/​dashboards' and selecting a dashboard, the system will set the last dashboard that was viewed as the default' dashboard. This dashboard will always be displayed when navigating to the same page until the user views a different dashboard, at which point, that dashboard will then become the 'default'. In addition to this, when creating a new guided tour using a URL, the system auto-creates a sys_embedded_tour_guide record and uses the values from the URL to populate the 'Context' and Route parameters fields. However, when a tour is created using the URL for a 'default' dashboard, no URL parameters are needed, and the system sets the 'Route parameters' value to empty ({}). If a user visits another dashboard, which will automatically set that dashboard as the 'default', the system attempts to run the same guided tour created for the previous default dashboard, and fails.	Set a 'default' dashboard. Navigate to the URL: now/​platform-​analytics-​workspace/​dashboards. Navigate to any dashboard from the drop-down list menu, such as 'AI Agent Analytics'. Navigate back to the URL: now/​platform-​analytics-​workspace/​dashboards. Confirm the the last dashboard viewed is the dashboard that is displayed on the page. Copy the URL to the dashboard that is displayed. Created a guided tour for the default dashboard. Confirm it works as expected. Navigate to Guided Tour Designer > Create Tour. Set the following values: Name: Any Tour Type: Workspaces (select Paste URL) Roles: All Create and publish the tour with example steps. Navigate to sys_embedded_tour_guide.list. Open the record for the tour that was created. Confirm that the context is 'now/​platform-​analytics-​workspace/​dashboards' and the 'Route Parameters' value is empty ({}). Navigate to now/​platform-​analytics-​workspace/​dashboards. Confirm the default dashboard displays. In the header, select the Show help icon. Confirm the tour runs as expected. Notice the issue. Set a new 'default' dashboard, such as IT Agent Dashboard'. Navigate to now/​platform-​analytics-​workspace/​dashboards. Ensure it loads the new default dashboard. In the header, select the Show help. Confirm the tour launches. Notice the tour fails, or crashes. This is due to the tour targets elements on the previous default dashboard. Since no URL parameters were saved as it was the default, the system cannot locate those elements on the new default dashboard, causing the failures.
Platform Analytics Dashboard API PRB2018222	The last visited dashboard isn't restored when the user selects the homepage logo	When selecting the top-left logo to return to the homepage, users are consistently redirected to the ITOM Licensing Dashboard instead of the last visited dashboard.
Platform Analytics Dashboard API PRB2019318	The 'hide​New​Migrated​Dashboard​Modal' boolean is ignored in the 'Preference' JSON field of the dashboard API whenever there is a broken filter component in the migrated dashboard	The 'Welcome to PAE' pop-up occurs every time the user launches the dashboard.	Set the system property 'com.​glide.​par_​dashboards.​hide_​new_​migrated_​dashboard_​modal' to '=true' for boolean true/false. Migrate a classic dashboard with a filter on the incident priority. After migration, edit the par_dashboard_widget record of that filter element to have a broken stored component entry which doesn't exist in the par_component_filter table. Open the migrated dashboard. Expected behavior: The user should not see the 'Welcome to PAE' pop-up. Actual behavior: The user sees it every time they launch this dashboard.
Platform Analytics Filters PRB2018497	When using a date/time filter, the 'Today' predefined range incorrectly starts from the current hour instead of all of today	When setting up a date filter in Platform Analytics, if the predefined range of 'Today' is added and 'Allow time selection' is set, it will default to the start time of Current Date + Current time, and the end time of Current Date + 23:59. This means it is not showing the whole day, and instead just starting from the current moment and going into the future (and therefore is unlikely to show any records).	Create a Dashboard in Platform Analytics. Add a date filter. Add the 'Today' predefined range. Add any other predefined range for easy testing. Set the default value to 'Custom Range' Enable 'Allow time selections'. Save changes and Navigate to the date filter. Select any predefined range other than Today. Select Today. Notice that the date will update correctly, but the start time will update to the current time.
Platform Analytics Migration API PRB2009064	The calendar report event displays fields that are not migrated correctly for all tables	By default, the calendar report uses Number and short_description, and the migration only supports this configuration. If the user creates custom calendar_elements, it is not migrated.	Navigate to the sys_dictionary list. Find the Incident table in 'Attributes'. Add the new attribute calendar elements value, 'category; description' Create a calendar report on the Incident table. Observe that events contain both the category and description instead of the number and short_description. Migrate the report to visualization. Observe that the migrated visualization contains Number and Short description as event display fields.
Platform Analytics Migration API PRB2013849	The scheduled report recipient user list might contain email addresses		Create a report schedule report. Use email addresses to insert recipients. Observe that the migrated report scheduled export does not have these recipients.
Platform Analytics Migration API PRB2016359	After the full migration, Core UI reports are not automatically redirecting to their newly migrated versions	After the full migration, the report menu links or favorite links are still redirecting to the Core UI version instead of the migrated version (Data Visualization). Non-admin users selecting bookmarks, favorites, or links are automatically redirected to migrated content after full migration.
Platform Analytics Migration API PRB2031469	The automatically triggered Core UI dashboard migration can cause an out of memory error and instance outages	After an Australia upgrade, the Core UI dashboard migration is triggered when a user loads the dashboard and the Do not migrate in bulk (no_bulk_migration) field is set to false. The field default value is false, so any dashboard that isn't migrated is triggered to migrate when it's viewed.
Platform Licensing PRB2036351	True-up of SM and LE 6.4.3	This is a product update.
Playbook Experience Core PRB2032183	Create record form not rendering when show_create_record_form value is missing on record generator	The 'Create record' form fails to render on a playbook card when the record generator does not have a value populated for 'show_create_record_form'. The expected behavior is that the form should render by default (treating an absent value as true), with the form only being hidden when 'show_​create_​record_​form.​value' is explicitly set to '0'. Today, configurations that pre-date the 'show_create_record_form' property or that omit it for any reason end up with no form rendered, which is a regression from the original always-show behavior.	Provision an instance with Process Automation Experience Demo installed. Open up the Playbook Experience Demo. Open the playbook card for that activity in the runtime. Expected behavior: The form should render by default when 'show_create_record_form' has no value. Only an explicit value of '0' should suppress it. Actual behavior: The form does not render when no value is present.
Playbooks (Family Channel) PRB2023726	Validation rules for conditional restarts in playbooks	This is a product update.
Playbooks (Family Channel) PRB2026890	Playbook translations are broken if messages cost more than 255 tokens and some changes are made to them	Key size is capped to 255. The key is formed by truncating the message which can be more than 255 tokens, the message is changed after the 255th token, the newly generated key would have no change.
Playbooks (Family Channel) PRB2039142	Playbooks' AI native authoring experience	This is a product update.
Problem Management PRB2018009 KB2985638	An ACL is reverted to true after an upgrade		Refer to the listed KB article for details.
Project Management PRB2014422	Copying a Partial Project in Project Workspace not working as expected after upgrading to Australia
ReleaseOps - Family PRB2000140	The Deployment Analyzer rule fails for common catalog edits	The default 'Catalog Only Deployment Analyzer' rule (DA) is so restrictive it does not actually work, causing users to think that the DA is not working and not viable.	Log in to the instance. Open Catalog Builder. Create a new catalog item. Add questions. Create a new UI Policy. Finish creating new catalog item. Publish it. Promote the catalog change update set that is autogenerated to utilize the 'Sample On-Demand Pipeline'. Progress the DR to 'Ready to Assess'. Notice that when Deployment Analyzer runs, it does not pass when it should. This is due to the missing metadata options. Instead, an error occurs, 'Deployment request moved to draft because it failed on demand criteria: must not contain non-catalog item changes'.
ReleaseOps - Family PRB2008798	Improve the logging of RemoteOperationUpdateHandler		Create a DR. Mark it ready for assessing Check the logs. Expected behavior: The message reads, 'Starting RemoteOperationUpdateHandler for event with correlation id'. Actual behavior: The message reads, 'Starting RemoteOperationUpdateHandler for '.
ReleaseOps - Family PRB2030220	Add MIF Sync messaging support to ReleaseOps deployment operations to reduce multi-instance communication latency	In ReleaseOps, the product is leveraging asynchronous message handling for multi-instance deployment actions.	Create a new release on Production Instance. Create a new Deployment Request. On Dev (source) instance create a new UpdateSet and make a change like create a new script include. Complete UpdateSet and save changes. Open the update set record completed from the step above and promote the update set, choose the DR record from step two. Select Ready to assess. Expected behavior: Deployment occurs under 2.5 mins. Actual behavior: Deployment takes 10.5 mins.
Resource Management PRB2032582	After changing the schedule, and performing edit, allocation dailies are not deleted on traditional resource plan	Bulk Extend using the using the Extend UI Action from the list context menu is not working. The date input is not getting updated on the resource plans.	Create a resource plan for a user with a default schedule. Update the user schedule to MWF schedule. Edit the allocation records. Notice that the Tue, Thu hours are not being deleted.
Restricted Caller Access (RCA) PRB2029429	There's a Zboot error due to a syntax error	There's an error: 'Error : *** ERROR *** invalid return (<refname>; line 7)'.
Roles PRB2007579	User.hasPreciseRole() incorrectly assumes User object represents the current session, causing role checks to fail in pre-login and non-session contexts	Any caller invoking user.hasRole() or user.hasPreciseRole() on a non-session User object receives an incorrect false result, silently failing role checks and causing access to be incorrectly denied or granted depending on how the result is consumed.	Pre-requisites: A User record exists with role X assigned. The code under test calls user.hasRole('X') on that User object. The call occurs in a pre-login context (for example, login flow or ACR authentication) where no GlideSession exists for that user. Steps to reproduce: Trigger the ACR local login flow for a user who has the admin role but does NOT have sso_config_admin explicitly assigned. Execution reaches ACRUtil.isACRUserByUserID() before session is established. Internally, call user.hasRole(<any_role>) on the User object retrieved for the login candidate. Expected behavior: HasRole() returns true, reflecting actual DB role membership. Actual behavior: HasRole() returns false due to GlideSession short-circuit at User.java:3130 , session is not yet established at this point in the login flow.
Roles PRB2027465	Excessive user queries during 'role contains' insert/delete can cause increased upgrade times	There is also audit done in sys_audit_role table if glide.​role_​management.​v2.​audit_​roles is true which can also increase upgrade time significantly.	Include a sys_user_role_contains XML in a plugin where the child role has 40-50 contained roles. Have an instance where there are 16k users have the parent role. Upgrade the instance to a build with the stipulations in step one. Notice that the sys_user_role_contains record will create 800k sys_user_has_role records. There will be close to 1.6M read queries on sys_user table made for 16k users.
Roles PRB2030872	Role mgmt v2 audit should be skipped during plugin and app install/upgrade		Create 5k users and assign a parent role, such as Admin. In sys_audit_role table, notice 30k audit records created for above sys_user_role_contains which also adds more time for the plugin install to complete.
Scan Engine PRB2030265	Create a global family release plugin with prerequisite and setup track/impact	This is a product update.
Scan Engine PRB2030266	Update the global family release plugin	This is a product update.
Server-side scripts PRB1987001	Javascript globals are not available in the Apply to script field for advanced scripted relationships (sys_relationship)	After creating a new sys_relationship record, an error message occurs in the logs stating that the 'table_name' is not defined.	Create a new scope and a new table. Create a new relationship (sys_relationship) record with the following configuration: Name: Created by Advanced: true Applies to table: New Scoped Table Apply to: gs.debug('Table Name: ' + table_name); Open the New Scoped Table form. Right click and navigate to Configure > Related Lists. Notice that when checking the system logs, the following error message occurs: 'com.​glide.​script.​Rhino​Ecma​Error:​ 'table_name' is not defined. : Line(1) column(0) ==> 1: gs.debug('Table Name: ' + table_name); Stack trace: at :1.'.
Server-side scripts PRB1996400	Update ACLs for the sys_es_latest_script table		Navigate to the 'sys_es_latest_script' table record. Ensure that all ACLs have the new ACL role attached to them: 'sys_es_latest_script_admin'. Expected behavior: There are 5 ACL roles that should be present in the related tables of the table record. Actual behavior: There are no ACL roles in the related tables of the table record.
Server-side scripts PRB2022324	Logging for all sandbox scripts is broken		Execute a script in the sandbox. Observe that it should be logged, but isn't.
Server-side scripts PRB2033661 KB3094262	There's different behavior of 'instanceof Array' between Zurich and Australia		Refer to the listed KB article for details.
Server-side scripts PRB2034671	Static methods of String such as String.trim are broken in Australia
Server-side scripts PRB2035844	An apparent scope stack corruption leads to global code running under an app scope
Service Catalog Builder PRB2008409 KB3116170	Label-type variables aren't available for selection in a UI policy action within Catalog Builder	A label-type variable isn't available for selection in UI policy actions within Catalog Builder, whereas the same label variable is available in UI policy actions in 'Maintain Items'.	Refer to the listed KB article for details.
ServiceNow MCP Server Security PRB2050682	The token claim and metadata endpoints reflect a static instance URL instead of instance host
ServiceNow SDK (Glide) PRB2016794	Skip delete issue for 'Coalsce' tables	When a Fluent app defines a role, the SDK generates a new sys_id. The existing ScopeConflictDetector keys off sys_update_name (which encodes the sys_id), and finds nothing in sys_metadata, so no conflict is flagged. The installer then coalesces onto the real global admin role by matching the name field and silently overwrites its sys_scope, stealing a system-owned record into the app's scope.	Navigate to IDE. Create a fscoped Fluent app. Create a role with the name as 'admin'. Build and install. Expected behavior: The Global role shouldn't be overridden. Actual behavior: The Global role is overridden.
ServiceNow SDK (Glide) PRB2023227	FluentXMLLoader does not process the uploaded XML files according to their dependency order	Duplicate sys_update_xml getting create for views when uploaded via FluentXMLLoader.	Create a fluent configuration project. Create a new form with a couple sections and a custom view. Install the configuration project. Observe that the sys_update_xml for view is duplicated.
ServiceNow SDK (Glide) PRB2027930	Installing SDK-built app with ChoiceSet deletes existing instance choices not included in the app payload	When installing a ServiceNow SDK application that defines choices for a field using the ChoiceSet API, existing choices on the target instance that are not explicitly included in the application payload may be removed during installation. This can result in unintended loss of choice values that were previously configured on the instance.	On a target instance, confirm that the task.priority field has base system choices (for example, 1 - Critical, 2 - High, 3 - Moderate, 4 - Low, 5 - Planning) Using the ServiceNow SDK, create a scoped app that defines a ChoiceSet for task.priority with only a subset of choices (for example, only values 1, 2, and 3). Build the app using now-sdk build. Install the built app on the target instance. After installation, inspect the choices for task.priority Expected behavior: Only the three choices defined in the app are added or updated. All other existing instance choices (4 - Low, 5 - Planning) remain untouched. Actual behavior: All existing choices for task.priority are deleted and replaced with only the three from the app. Choices 4 and 5 are lost.
ServiceNow SDK (Glide) PRB2032877	The loader should save DB serialized XML in an update set instead of the original XML payload	The original XML payload is retained.	Create a config project. Customize and upload the changes. Expected behavior: Updateset to contain DB serialized XML. Actual behavior: Retain the original XML payload.
Software Asset Management Content Service PRB2021862	Minor changes to styles on the UI page for content set up to match latest UI	This is a product update.
Software Asset Management Foundation plugin PRB2021740	New property categories	This is a product update.
Software Asset Management PRB2010303	Unable to Add software products in the Software Asset Management (SAM) workspace in published products list	The issue is caused by the maximum allowed size for a gzipped scripted REST request body, which is default set to 1MB.	Navigate to All > Software Asset Management Workspace > License operations. From the SAM Implementation list, select Published products. Select Add. In the Add to published products dialog box, select the desired licensable software products. Select Add to publish them. Expected behavior: The selected products should be successfully added to the Published products list. Actual behavior: The products do not publish. The list remains unchanged after selecting Add, even after multiple attempts.
Software Asset Management PRB2017405	There's a missing fix script to update the label of cmdb_model_lifecycle
Software Asset Management PRB2017767	Uptake of the setValueWithIdentify platform fix to update AI highlighted values	Identify AI updated fields and differentiate them from a non-AI user update.
Software Asset Management Publisher Pack for Oracle PRB2026881	Wallet authentication support for discovery patterns for Oracle on the Unix part of Software Asset Management plugin
Software Asset Reclamation PRB2008233	Potential savings on reclamation candidates should be set regardless of licensing status	It should be set for both licensed and unlicensed subscriptions/installs.
Software Asset Reconciliation PRB2015647	There's a null point error (NPE) in SamMSInfraLicReportGenerator
Software Asset Reconciliation PRB2021614	Potential savings on reclamation candidates should be set regardless of licensing status	It should be set for both licensed and unlicensed subscriptions/installs. A software's license status doesn't impact the potential savings for removing that software. The reclamation candidate should reflect the cost of having that software installed.
Software Asset Reconciliation PRB2024886 KB3043462	Recon for subscriptions fails with: 'TypeError: Cannot read property 'unlicensedSubscriptionCnt' from undefined''		Refer to the listed KB article for details.
Software Entitlements PRB2023513	Add an asset tag, agreement number, and location to entitlement duplicate check attributes	This is a product update.
Software Lifecycles PRB2014527 KB3018548	Custom lifecycle phases cause errors in Software Asset Management (SAM)	The 'SAM - Generate Software Lifecycle Report' job may show as 'Failed' for Zurich users who have added custom choices to the phase column on the 'sam_sw_product_lifecycle' table. Supported phases are: pre_release, availability, upgrade, end_of_support, end_of_extended_support, end_of_life. Any added phases may cause errors.	Refer to the listed KB article for details.
SQL API (Server) PRB1966907	DBSQL Parser changes are not working properly for ODBC/JDBC applications
System Events PRB2007066	Check to correct Legacy and Delegated Flow Engine jobs that are created during Upgrade	This is a product update.
System Events PRB2030366	Thread pool for fast lane – flow event processing	This is a product update.
System Export Sets PRB1835154	Improve retry logic in POST API from MID server LES Consumer to Customer REST endpoint	Currently, the infinite retry doesn't work for different status codes. This needs to be modified (for example, to support 201 and 204).
System Export Sets PRB2002031	Export to Excel from the UI with glide.​excel.​use_​user_​date_​format set to true does not export in UTC date time	When exporting to Excel/XLSX from the UI with 'Export using raw values' enabled, Date/Time fields are not exported in UTC as documented.	In a Zurich instance, set the property glide.​excel.​use_​user_​date_​format to true and set the user to a timezone different than PST. List a table from the UI and include a column of type date time. Export to Excel. Observe that the date time field does not show the expected UTC0.
System Export Sets PRB2014333	ACL rules with JavaScript referencing non-displayed dot-walked data during twoPassQuery() can result in partially constructed GlideRecords that lack the needed data	When users run an ordered two-pass query and then subsequently next() through the records, the code today if users request a dot-walked field with an ACL on resolve the dot walk to mostly empty (not read from the database) GlideRecords to represent the data in the dot-walks. Typically, the sys_id of the GlideRecord is present, but not much else.
System Web Services PRB2034836	Telemetry for Action Fabric	This is a product update.
Tables and Columns Data Dictionary PRB2015281 KB3035672	Dependent choices filter on a session domain instead of a record domain	When glide.​sys.​domain.​use_​record_​domain_​for_​choice_​list is true, the choice list resolution through GlideElement.getChoices() is expected to filter choices based on the record's domain instead of the session domain. This works correctly for non-dependent choice fields. However, dependent choice fields (for example, subcategory, which depends on category) filter based on the session domain, ignoring the record's domain — even when the property is enabled. This means when a global user accesses choices on a record belonging to a child domain, the category returns the correct domain-specific choices, but the subcategory returns global choices or nothing.	Refer to the listed KB article for details.
Trace Collector - Family Release PRB2019038	Credentials containing org level projects.list role cause total interval failure	When the GCP Trace Collector uses a service account with org-level project listing permission but trace/log access only for some projects, the collector fails the entire pipeline on the first unauthorized project. This causes the circuit breaker to trigger and results in data loss, even for projects where access is valid.	Create a GCP service account. Grant an org/folder-level role that includes resourcemanager.projects.list (for example, roles/browser). Grant Cloud Trace / Logs permissions to only one project. Configure and run the GCP Trace Collector with this service account. Expected behavior: Skip only the projects where trace access is missing. Continue fetching traces from projects with valid permissions. Do not fail the entire pipeline due to partial access. Actual behavior: Projects are listed successfully and trace fetch starts, but on the first unauthorized project a PERMISSION_DENIED error occurs. Circuit breaker triggers and the interval is skipped.
Trace Collector - Family Release PRB2030648	The Azure Application Insight throws an error	During testing of the Application Insight feature, users are intermittently seeing an error: 'Unable to find app_insights_config.json'.
Trace Collector - Family Release PRB2035153	Support AWS CloudWatch traces for a custom agent running on any ADK and OpenTelemetry instrumentation	This is a product update.
Trace Collector - Family Release PRB2039605	GCP spans are not correctly formatted to receive trace scoped evaluator metrics from Traceloop	For Azure, the gen_ai.provider.name span attribute does not exist which prevents Traceloop from scoring the spans.	Send traces from a GCP agent. Observe the scores in sn_ai_observe_ai_span are missing metrics from trace-scoped evaluators (agent-goal-deviation, agent-system-prompt-leakage, privileged-access-detector, observed-access-detector).
Transaction Management PRB2031636	When a semaphore is loaded via plugin extension point, the queue depth limit is set wrong and the semaphore's load_stats saturation value will always report 1 instead of the correct value	The saturation value should not always be one because saturation should reflect the amount of work queued in CsHybridQueue.	Navigate to any A+ instance that has the CsHybridQueue sys_semaphore_set records. Navigate to instanceUrlHere/load_stats.do. Observe that the saturation value of CsHybridQueue is always one.
UI Field Administration PRB1926469	The contrast ratio of the focus indicator on the search suggestion item of the combo box is less than 3:1		Open any instance. Navigate to All > Incident > All > New. Navigate to the 'Caller' combo box and type in it. When the search results appear, navigate to them. Verify the contrast ratio of the focus indicator. Expected behavior: The contrast ratio of the focus indicator on the search suggestion item of the combo box should be equal to or greater than 3:1. Actual behavior: The contrast ratio of the focus indicator on the search suggestion item of the combo box is less than 3:1.
UI Field Administration PRB1962677	Text in string fields in a modal window are cut off under certain conditions in Safari	When using the Safari web browser, there are certain conditions that result in text in a string field being cut off from displaying. These include the amount of text in the string field and the size of the web browser window. The result is a string field where the user has to select their cursor in and move down with the arrow keys to read all of the text in the string field.
UI Field Administration PRB2009135	There is a filter anomaly on Affected CIs	The filter is applied on the initial load, but not when the configuration class is changed.	In a base Zurich instance, replace line 49 of the script include. Notice the number of records for the configuration class 'software', along with the above filter in the platform list view. Navigate to Service Operations Workspace (SOW). Open any active incident. Navigate to Related Records > Affected CIs > Add. Change the configuration class to 'Software'. Expected behavior: The records are returned along with the additional filter added in the script include. Actual behavior: The user will see all the records with the class 'software' are returned without the additional filters on the install status, and manufacturer is added in the script include.
UI Field Administration PRB2035410	Reduce DB load on sys_ai_record_activity ( Perf)	Tracking should impose a negligible background DB load.	Enable AI Record Activity tracking (glide.​ai.​field_​indicators.​enabled)​ on an instance with active AI Agent traffic. Drive normal insert/update/delete volume on non-system tables (and AI writes to AI logging tables). Observe sys_query_pattern / Splunk over a ~10h window.
UI Field Administration PRB2037047	AI indicators for a skill update	This is a product update.
UI Form Administration PRB2020457	There's a false error for a strict read-only 'Currency' column when the numeric value is 1000 or larger	Additional formatting like commas or decimals are added to Currency fields on the client side form initialization, which makes the field appear as modified on update.	On any table, create a field of the type Currency. Create an on insert business rule to set the value of the field to USD: 1000. Save the record. Modify a different field on the form and save. Expected behavior: The record is updated without any error messages. Actual behavior: An error message stating updates to columns 'depreciated_amount' and 'residual' were ignored.
Upgrade Center PRB2040287	AutoUpgrade sn-managed applications on customer instances using periodic batch installs	This is a product update.
Upgrade Center PRB2040289	AutoUpgrade sn-managed applications changes on glide	This is a product update.
UX Framework PRB1893217	The way workspace tabs and their Remove buttons are grouped into lists is not clear		Open any workspace like Service Operations Workspace or HR Agent Workspace from 'Workspaces' menu. Navigate to a list from the left tab panel. Select a few items to open a number of workspace tabs. Turn on the screen reader. Navigate on these tabs with forward (tab key) and backward (shift +tab key) navigation. Notice what the screen reader reads at workspace tab items and their Remove buttons. Expected behavior: The way workspace tabs and theirRemove buttons are grouped into lists should be clear for screen reader users. Actual behavior: The way workspace tabs and theirRemove buttons are grouped into lists is not clear for screen reader users.
UX Framework PRB1981765	'Max Tab Reached' dialog card is not closing on select of Close dialog button (X button)	On selecting the Close dialog button (X button) the 'Max Tab Reached' dialog card doesn't close.
UX Framework PRB1990613	A stale Interaction Record sysID is passed for the help request modal component	This issue is caused when a modal is opened from the utility panel. The utility panel gets hoisted from the screen to the appshell and loses the context of the screen. When the first utility panel gets hoisted, there's no issue because the modal logic falls back to the first matching element with the modal component ID. When an additional screen with a utility panel is opened, and an action is taken to open a new modal, the context of the screen is lost and the modal fallback logic is executed.	Create 2–3 interactions of type Phone and refresh the workspace page so the Active Call component loads in the utility panel. Open Developer Tools > Console. Select the iframe hosting the workspace and execute the Active Call payload to simulate the call context (replace SYSID with the interaction sys_id). Open Interaction A in Tab 1 and select Request Help. Open Interaction B in a new tab and select Request Help again. Navigate to the interaction_help_request table and verify the record. Observe that the Help Request is created/updated for Interaction A (previous tab) instead of the active interaction (Interaction B).
UX Framework PRB2012962	GET_ACTION_STATE intent silently fails when no action bars are found	In getTranslatorBehavior.js, the INTENT_RECEIVED handler for GET_ACTION_STATE operations retrieves action bars via getActionbarsForTranslator. If the result is an empty array, the forEach loop never executes and no intent feedback is sent. This leaves the intent sender waiting indefinitely with no indication of success or failure.
UX Framework PRB2018044 KB2993927	If sys_attachments is excluded during cloning, UXF pages aren't loading correctly after cloning		Refer to the listed KB article for details.
UX Framework PRB2019867	Cleanup UXR event listeners	UXR event listeners persist in detached elements after DOM removal, bloating JS heap and Blink GC oil pan heap, eventually leading to memory issues, compounded with other component issues.	Navigate to SOW. Open 10 incidents. Close the incidents. Repeat this three times. Open the browser dev tools. Retrieve a heap snapshot. Notice the detached elements.
UX Framework PRB2020890	Properly disconnect sn-canvas components to prevent memory leaks	Multiple module-scoped resources in the canvas framework were not being cleaned up when components disconnected, causing memory and listener counts to grow across navigation/tab-close cycles.	Navigate to Service Operations Workspace. Open 10 tabs. Close 10 tabs. Get a JS heap dump. Inspect the detached elements. Notice the screen action transformers and other UXR components have a large retained size.
UX Framework PRB2020895	Cleanup viewports and now-trigger-library memory leaks	Four memory leaks in library-uxf and now-trigger-library: duplicate/orphaned popstate+locationchange listeners, unpruned ComponentRegistry entries, retained per-nowId cache buffers, and a strong lastClickedElement reference holding a detached DOM node alive.	Navigate to SOW (base instance instance) Open 10 incident tabs close the 10 tabs Observe that memory usage is high. Take a JSheap dump and inspect the retainers of detached elements.
UX Framework PRB2026005	UXF should let the inbox know when the workspace is not the active experience	Currently, when the agent navigates from workspace to home, the Inbox is still present in the DOM. Because of this, agents are still assigned work items even when they are not in the workspace.
UX Framework PRB2029831	June release survey doesn't match the design
UX Framework PRB2030213	When a user navigates between two pages that both have IPS surveys configured, the survey triggered on the first page isn't dismissed upon navigation
UX Framework PRB2032793	Network Inventory AppBU Survey Configuration is incorrect	This is a product update.
UX Framework PRB2033952	GLOBAL_NAVIGATION_REQUESTED is not routing to feature on select after hard refresh of the page apart from home page	The GLOBAL_NAVIGATION_REQUESTED payload feature is undefined. Without a feature defined in the payload, no navigation will occur.	Navigate to SOW and Enable Desktop Notifications in the Agent Chat. Make an agent self available. From a different, incognito browser window, log in to the instance in question and navigate to instance/esc. Select the chat icon in the bottom right, start a new chat, and select Live agent support. Do not select the global navigation notification yet. From the original browser tab, observes an incoming chat (don't select it). In the filter navigator, select All > Incidents. On the incidents page, perform a hard reload (must be a hard reload). Select the Desktop Notification for global navigation. Expected behavior: The user is navigated back to the workspace screen where the notification originated from (in this case, SOW chat). Actual behavior: The user is not navigated back to the workspace.
UX Framework PRB2035481	Two extra loading tabs are visible after selecting a desktop notification	Two extra loading tabs are visible in workspace after selecting a desktop notification.	Navigate to SOW and Enable Desktop Notifications in the Agent Chat. Make an agent self available and trigger a chat with the agent. Select the home page. Refresh the home page. When incoming work item appears for the agent, select the desktop notification. Expected behavior: The user is navigated back to the workspace screen where the notification originated from, and workspace should not have extra loading tabs. Actual behavior: Two extra loading tabs visible in workspace after selecting a desktop notification.
Virtual Agent PRB1980327	A chat dynamic greeting isn't localized correctly	Because the message doesn't go down the correct API path to resolve to sys_ui_message, and it can't honor the dynamic greeting.
Virtual Agent PRB1999511	Message preview and unread badge count don't work upon page refresh	When the user refreshes the page, the message preview doesn't show up. On standard chat, there's also no unread badge count.	Navigate to /sp. Query 'What is spam'. While standard or enhanced chat is processing, close the VA. Observe that there is an unread badge count (1) and the message preview pops up. Refresh the page. Expected behavior: There is still an unread badge count and the message preview shows up. Actual behavior: The message preview doesn't show up. On standard chat, there's also no unread badge count.
Virtual Agent PRB2007156 KB2928656	An Asynchronous Message Bus (AMB) subscription to 'after guest elevates to consumer account' returns a 403 error to the chat session		Refer to the listed KB article for details.
Virtual Agent PRB2013952	Remove the deprecate system property 'com.​glide.​cs.​conversation.​entity.​cache.​enabled'
Virtual Agent PRB2014676	Honor hideShowControl for text inbound controls		Trigger text inbound. See an empty card instead of text inbound control.
Virtual Agent PRB2015460	Now Assist Portal's unread conversation count disappears after the execution is started via AI Agent triggers or Runtime APIs	The unread conversation count over the NAP icon on the menu bar disappears.
Virtual Agent PRB2019099	Starting '{0}' sys_cs_context_profile_message isn't translated per user session language	The message should be translated using SysMessage.getMessageLang before it's sent.
Virtual Agent PRB2020334	glide-cs unit test failures in Yokohama
Virtual Agent PRB2021983	Null GlideRecord in conversation context causes IllegalArgumentException during deserialization in TypedValueDeserializationUtil	Typed​Value​Deserialization​Util.​get()​ crashes with IllegalArgumentException when deserializing a null GlideRecord value stored in conversation context by the AI Search fallback topic.
Virtual Agent PRB2022716	NextWave Premium Chat doesn't work for external users (snc_external) on CSM portal	The console error '403 FORBIDDEN' appears on ais_auth_token_refresh API. The external user can't use the chat experience.
Virtual Agent PRB2024316	Stuck Virtual Agent conversations from FDIH async_search race condition cause infinite retry loop consuming worker threads	When Virtual Agent invokes an AI search via FDIH (global.async_search), a race condition in the callback handler can silently drop the search result if another thread updates the same conversation simultaneously. This leaves the conversation's task data in an incomplete state — the FDIH invocation started but never completed.
Virtual Agent PRB2024809	Handshake process does not end impersonation, which could cause session issues	Impersonation should not continue if the user is locked out.
Virtual Agent PRB2025956	Resolved issues after introducing four tables for Virtual Agent (VA) analytics	The search-related analytics can be written to the four tables instead of sys_ci_analytics as event entries.	Make sure sn_​nowassist_​va.​analytics.​persistence_​strategy = 'table'. Launch VA client. Type anything in the search. Observe that all the expected entries are in the new tables and view.
Virtual Agent PRB2026053	sys_cs_context_profile_topics should be sent to the offGlide cache for Authorizing Official (AO) to read
Virtual Agent PRB2028137	Glide-cs-test failures in Australia
Virtual Agent PRB2029447	Knowledge article links are broken in the sources citation when the article has an attachment	There is an issue with the link formation in the source citations for the KB article if there is an attachment. The link generated by Now Assist uses the sys_id of the PDF attachment instead of the KB article sys_id in the URL.	Navigate to /esc. Impersonate a user. Initiate a conversation in Now Assist with the query, 'Are there any KB articles about job abandonment, when an employee stops showing up for work?'. Observe that the generated content is sourced from the 'Missing Persons Standard Operating Procedure' attachment in KB0083268. Open 'Sources and More', then hover over the source related to POL0021842-2.0 'Missing Persons Standard Operating Procedure.pdf'. Observe the link formation.
Virtual Agent PRB2031672	Non-topic skills dropped from skill picker when all applicable topic skills have a visible design category	Conversation insights attempts to perform a lookup against sys_cs_message with sequence which fails due to a sequence change.	Configure the Virtual Agent topic to use GroupedPartsOutputControl. Have conversations using this topic, and then have inferred-csat generated for the conversation. Observe that during this process, transcript generation fails with an error.
Virtual Agent PRB2031950	AI-user fetch issue	The conversation user for the ZTSD flow is AI L1 Service Desk Specialist, which is the identity type ai_agent. The cache configuration get_​user|table:​{table}​|field:​{field}​|value:​{value}​ explicitly ignores users of type 'ai_agent'.	Perform a cache fetch call for the cache key 'get_​user|table:​{table}​|field:​{field}​|value:​{value}​' for any user of the identity type 'ai_agent'. See that it doesn't return the User field value.
Virtual Agent PRB2032726	Topic execution fails intermittently during automation	Nextwave playwright test automation runs several conversational tests on NAP. The topic execution fails intermittently during the execution.
Virtual Agent PRB2033217	A topic template navigates to a different page where there is no premium chat visible
Virtual Agent PRB2033400	vaSystem.getTranscript() returns empty when Dynamic Translation is turned on and messages are in the 'Pending' or 'Translating' status	The issue is in ConversationTranscriber.java lines 383-388: when Dynamic Translation for Virtual Agent is turned on and a single message has a 'Pending' or 'Translating' status, the entire transcript is discarded (returns empty list) because forceTranscript is hardcoded to false all the way from jsFunction_getTranscript(). The chat summary topic script then sends an empty transcript to the LLM, which hallucinates a description.
Virtual Agent PRB2033535	CSP Pre-Chat Survey not displayed in Premium Chat (NextWave) experience on CSP portal	The Pre-Chat Survey should be displayed at the start of the chat session in the Premium chat experience, consistent with the Enhanced chat experience. However, the Pre-Chat Survey is skipped entirely in the Premium chat experience. The chat starts with a generic greeting and the user is expected to type their request, with no pre-classification flow.
Virtual Agent PRB2033881	Executing a catalog item or a skill from searched results fails silently after canceling the live agent request	Canceling the live agent before the agent accepts results in the catalog item execution silently failing, and the user is left with at _empty_skill_picker_ topic. This issue was found in Service Operations Workspace (SOW).	In one browser, sign on as live agent. Make the live agent available for agent chats in SOW. In another browser or in an incognito window, start a chat as a different user (for example, System Admin). Select Contact an agent from the menu or type 'live agent'. As the chat requester, cancel the live agent transfer before the agent accepts. Perform a search that will result in conversational catalog results (for example, 'order a laptop'). Select Start Request on one of the catalog items. Expected behavior: The catalog item starts and is completed successfully. Actual behavior: The catalog item execution fails silently, leaving the user with the at _empty_skill_picker_ topic.
Virtual Agent PRB2034790	The user is able to discover agents even though the sys property value is 'false'		Set sn_​aia.​enable_​aiagents_​discovery to 'false'. Open Now Assist panel (NAP). Enter, 'Show me list of agents.' Notice that no agents are discovered or executable on NAP.
Virtual Agent PRB2036293	AI closing messages are not supported in chat experiences	Chat experience can't display AI-generated closing messages when configured.	Install the latest Now Assist VA plugin. As an admin, navigate to the chat experience configuration screen. Attempt to configure an AI closing message and select Save. Expected behavior: The user can save ai_closing message configuration successfully. Actual behavior: The user can't save because ai_closing type is not recognized by the backend.
Virtual Agent PRB2037059	Guest user conversation history is not visible after logging in as an authenticated user	When a guest user chats with the Virtual Agent on the ESC portal and then logs in, their conversation history is not transferred to their authenticated account. Instead, a new empty conversation is created for the logged-in user and the guest conversation history is lost from their view. The expected behavior (per design) is that the guest conversations appear in the authenticated user's Active chat history immediately after login.
Virtual Agent PRB2037309	All auto chat conversations share the same conversation because the channel user profile reuse ignores channelUserId	All auto chat records reference the same conversation.	Configure a channel with a provider application that supports bot-to-bot / auto chat conversations. Trigger multiple auto chat conversations for the same user on that channel, each with a unique channelUserId passed in the AI agent context. Wait for all auto chat executions to complete. Open the auto chat records and inspect the conversation field on each record. Expected behavior: Each auto chat record has a unique conversation. Actual behavior: All auto chat records reference the same conversation — the one tied to the first channel user profile found for that user on that channel.
Virtual Agent PRB2038004	AMB subscription to after guest elevates to consumer account returns 403 to chat session	Conversation messages appear to be delayed. This is because the sync API is being used instead of AMB subscription.	Enable a guest for NAVA Enhanced Chat on /esc. Open NAVA as guest with the 'Network' tab open. Log in and resume conversation. Expected behavior: AMB subscription should occur to /cs/auxiliary and /cs/messages. Messages to and from VA should occur on the AMB subscription. Actual behavior: AMB subscription fails with 403 to /cs/auxiliary and /cs/messages. Conversation continues using cs_message API instead of AMB subscription.
Virtual Agent PRB2038142	In order for users to adopt NAVA, OGCS should do parity with an onglide version of va​System.​send​Skill​Picker​Control	This is a product update.
Virtual Agent PRB2038143	In order for users to adopt NAVA, OGCS should do parity with an onglide version of va​System.​send​Skill​Picker​Control	This is a product update.
Virtual Agent PRB2039532	getInstanceKeys scriptable method is missing from glide-plugins-members.xml
Virtual Agent PRB2039580	vaContext object isn't available in the Applicability field of a Virtual Agent topic	The user observes the error 'Script evaluation error at [topic_Generate epics from capability_applicability]'.	Open a record from the table 'x_snc_pm_product_feature' and create a new chat in NASS. Confirm that the topic 'Generate epics from capability', which should be conditionally available for this table, is not present. Observe the error 'Script evaluation error at [topic_Generate epics from capability_applicability]'.
Virtual Agent PRB2040084	Current action payload sends conversational and is_conversational which is redundant		Create an enhanced chat Employee Center experience in an instance. Navigate to esc portal. Use the assistant to 'Order an iphone'. In the instance Navigate to 'sys_generative_ai_log.list' table and sort be recently created. Look for Unified planner response. The response should include is_conversational as a param and no other param like 'conversational' should be included.
Virtual Agent PRB2041409	The vaContext object isn't available in the Applicability field of the Virtual Agent topic	An error occurs in the logs and the topic is not present, even though it should be conditionally available for the table.	Log in to the instance. Open a record from the table 'x_snc_pm_product_feature'. Create a new chat in Now Assist for Request (NASS). Confirm that the topic 'Generate epics from capability', which should be conditionally available for this table, is not present. Notice the error in the logs, 'Script evaluation error at [topic_Generate epics from capability_applicability] ReferenceError: 'vaContext' is not defined. (sys_​cs_​topic.​6db146b993f6f610b2f9f60f2603d678;​ line 9)'.
Virtual Agent PRB2050001	Capture 'Sorry, there was a problem' error count on on-glide server	This is a product update.
Virtual Agent PRB2050011	NextWave Premium Chat doesn't work for external users (snc_external) on CSM portal	The user observes, '403 FORBIDDEN' on ais_auth_token_refresh API.	Invoke the OGCS chat kit from the Virtual Agent API. Pass the Primary Bot History in the payload. Observe that the Primary Bot History column is empty in the sys_cs_message table for the conversation.
Virtual Agent PRB2051507	Capturing the 'Sorry, there was a problem' error count on the on-glide server	A baseline measurement of the error frequency on the glide surface is needed.
Virtual Agent Web Client PRB2032099	New Chat contains messages from the old chat	If the user is on a chat and selects the + button, it starts a new chat and shows the content of the previous chat as well.	Start a new chat from NAVA. Transfer to a live agent. When the chat ends, immediately select the + button. The new chat shows messages from the previous closed chat.
Virtual Agent Web Client PRB2033755	SEARCH_FALLBACK_EVENT is missing in sys_ci_analytics	SEARCH_FALLBACK_EVENT records are no longer created in sys_ci_analytics in Australia.	Navigate to Dynamic Window. Create a conversation. Start a conversation. Search for 'iPhone'. Select See more of iPhone. Navigate through the conversation without starting a catalog request. End the iPhone search conversation with 'nothing else'.
Word Document APIs PRB2029404	Table data is lost in the Word document after sending for signature		Log in to an instance. Enter Word doc API with the wrong URL. Observe that fallback doesn't occur in a 404 case.
Work Order Management PRB2027565	DWS 'Sort by' skills degraded in Australia	The 'Sort by' skill runs slowly.

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.

• Australia Patch 3 Hot Fix 1
• Australia Patch 3
• Australia Patch 2 Hot Fix 2
• Australia Patch 2
• Australia Patch 1
• Australia security and notable fixes
• All other Australia fixes