Australia Patch 5

The Australia Patch 5 release contains important problem fixes.

Australia Patch 5 was released on August 7, 2026.

• Build date: 08-03-2026_1111
• Build tag: glide-australia-02-11-2026__patch5-07-20-2026

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.

Australia Patch 5 includes 539 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 5 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 5, refer to KB3138411.

Changes in Australia Patch 5

Adoption Services release notes

genai_admin role in Dynamic Guidance

The sn_dyn_guidance_user role now includes the role. When you assign sn_dyn_guidance_user to a user, the genai_admin role is automatically granted.

Configure

When sn_dyn_guidance_user role is assigned, it also includes the genai_admin role.

Note:

The genai_admin role does not grant administrative privileges.

Integration Hub release notes

OAUTHBEARER authentication for Stream Connect message replication

Authenticate using OAUTHBEARER as part of the SASL credential framework for Stream Connect message replication. OAUTHBEARER authentication lets Stream Connect administrators meet customer requirements, improve security, and align with existing OAuth capabilities on the platform, enabling seamless integration with Kafka environments that require advanced authentication.

Integration Hub Usage Dashboard

The Integration Hub Usage Dashboard provides reports of usage by protocol. For more information about the service accounts contributing to each protocol, see Monitor inbound API integration usage.

Kafka SSL credentials fields

Updates to OAUTHBEARER, Token endpoint URL, Client ID, Client Secret, Scope, and OAUTH extensions.

Monitor inbound API integration usage

Monitor inbound integration usage requests, data egress, and domain-level usage through the Inbound API Integration Usage dashboard.

Predictive Intelligence release notes

The sys property ML Trainer - Glide communication KAA (glide.platform_ml.kaa_auth_enabled) implements KAA validation when mTLS is enabled.

Sys property: ML Trainer - Glide communication KAA

A sys property (glide.platform_ml.kaa_auth_enabled) implements KAA validation to the ML Trainer server. KAA validation occurs only if mTLS is enabled on the instance. If this property is enabled but mTLS isn't enabled, the KAA validation is skipped. Default value is true (from the Australia release).

Properties for Identification and Reconciliation

glide.identification_engine.batch_update_last_discovered.use_execute_lazy

Sets IRE mode for processing batch updates of the discovery timestamp fields first_discovered and last_discovered.

For optimized performance, when IRE processes CI records, it updates discovery timestamp fields in batches. This property controls when these batch updates are executed.

true

IRE defers database updates and uses batched operations, which improves performance.

Usage:

• For standard production operations
• When performance is critical
• When no race conditions are observed

false

IRE processes updates synchronously without delay, ensuring immediate database consistency.

Usage:

• When race conditions between discovery and CI deletion exist
• A deletion strategy is aggressively removing recently discovered CIs
• If immediate timestamp consistency is required

General details:

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

Properties for Identification and Reconciliation

glide.identification_engine.batch_update_last_discovered.use_execute_lazy

Sets IRE mode for processing batch updates of the discovery timestamp fields first_discovered and last_discovered.

For optimized performance, when IRE processes CI records, it updates discovery timestamp fields in batches. This property controls when these batch updates are executed.

true

IRE defers database updates and uses batched operations, which improves performance.

Usage:

• For standard production operations
• When performance is critical
• When no race conditions are observed

false

IRE processes updates synchronously without delay, ensuring immediate database consistency.

Usage:

• When race conditions between discovery and CI deletion exist
• A deletion strategy is aggressively removing recently discovered CIs
• If immediate timestamp consistency is required

General details:

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

ServiceNow AI Platform core feature release notes

Data Egress and Usage by Domain tabs added to the Inbound API Integration Usage dashboard

View data volumes returned in integration responses and monitor domain-level usage.

ServiceNow Vault roles

Learn and set up the roles necessary to use ServiceNow Vault.

Using Dynamic Guidance

Starting with Dynamic Guidance version 28.4.3, the genai_admin role is automatically included when the sn_dyn_guidance_user role is assigned. The genai_admin role does not grant administrative privileges.

View Inbound API Integration Usage dashboard

View integration request counts, data egress volume, and domain-level usage.

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
Database Persistence - WDF PRB2024733 KB3137449	Reports containing reference-type catalog item variables (lookup) fail to render data after upgrading to the Australia release	After upgrading to the Australia release, reports that contain reference-type catalog item variable columns fail to render data correctly. The affected reference-type variables don't resolve their lookup values, and their presence in the report additionally causes all other columns — including native table fields such as Number, Created, and Closed — to render as empty across all rows.	Refer to the listed KB article for details.
Key Management Framework (KMF) for Platform Encryption PRB2058369 KB3140571	MID Server is unable to fetch credentials after upgrading to Zurich or Australia	In certain versions, there's a Unified Secrets Gateway (USG) service for credential management. During the upgrade to those versions, a system trigger script is designed to automatically execute and populate the sys_​secret_​identity _​group_​member table with the MID Server identity group mappings required for USG authentication. However, this trigger fails to complete successfully, leaving the table incompletely populated. As a result, the MID Server can't authenticate with USG and fails to retrieve credentials.	Refer to the listed KB article for details.
Multi-Instance Framework PRB2040054 KB3119447	There's a flood of 'Unable to find vtable operation for operation id {}' messages that's generating millions of records in an instance for every Flow Designer execution	In a cloned instance, the root cause of the flood of errors messages 'Unable to find vtable operation for operation id {}' in the syslog is sn_mif_vtable_ operation_context.vtable _operation is empty.	Refer to the listed KB article for details.
Now User Experience PRB2038702 KB3134148	A scoped public UI page isn't accessible without a login unless 'Name' is used vs a scoped endpoint in a sys_public record	It should be accessible without a login, so a user can complete the authentication from Outlook.	Refer to the listed KB article for details.
System Events PRB1969068	The 'Events process 0' job yields to memory pressure, causing event processing delays	When node memory pressure is high (live set ≥ ~91%), the JobYieldCheck mechanism triggers a yield on events process 0 despite it being a priority 25 (high priority) job. High-priority jobs should not be subject to automatic yield throttling, as this directly delays critical event processing and can result in P1 incidents. The memory pressure itself may be transient or difficult to diagnose quickly — heap dumps often show no obvious culprit, and identifying the root cause of elevated memory usage takes time. During that window, events process 0 is repeatedly yielded, stalling event processing pipelines that users depend on for time-sensitive operations. JobYieldCheck WARNING Job=events process 0 yields due to memory pressure logged on affected nodes. Node memory is sustained at 91–93% of max, with live set at ~91.44% (~1.28GB). glide.memory.watcher logs no active transaction warnings alongside persistent memory pressure status = true. There's only a single job visible in the queue during the yield window, yet throttling still triggers. However, users expect priority 25 jobs (events process 0) should not be yielded under memory pressure conditions. Yield throttling should be restricted to lower-priority workloads.
Table Rotation PRB1959672 KB3071677	Shard tables aren't created on an initial plugin install	When a plugin is manually installed, shard tables aren't created automatically.	Refer to the listed KB article for details.
UX Framework PRB2027095 KB3102030	The latest component asset isn't selected when multiple asset associations exist in sys_​ux_​lib_​ component_​ m2m_​asset,​ which impacts AI summary cards on UI Builder workspaces	When the AI summary card component was upgraded, its asset name changed from now-ai-summary-card/index to uxc-generative-ai/index. The upgrade doesn't clean up the old asset association, so the sys_ux_lib_component_m2m_asset table ends up with two associations for the same component (old and new asset). The component-to-asset selection query in Glide​Ux​Component​ Def​Provider.​ get​Asset​Names ​By​Component​Sys​Ids()​ had no ordering and relied on default DB ordering. When duplicate associations exist, this could return the stale now-ai- summary-card/index asset, which is incompatible with the latest Platform AI Agents and Skills app. As a result the AI summary card fails to load on UI Builder workspaces. Classic UI uses a different rendering path, so it is unaffected.	Refer to the listed KB article for details.

All other fixes

Problem	Short description	Description	Steps to reproduce
Activity Stream PRB2027954	An activity filter's field's slushbucket initially has every field selected when the glide.​ui.​{table}​_​activity.​fields property doesn't exist	For non-task tables with an empty 'glide.​ui.​<table>​_​activity.​fields' property, 'Filter​Field​Repo.​get​Table​Property​Filters(' returned a hardcoded 'DEFAULT_FIELDS' constant. This default set was designed for task tables and didn't reflect the actual fields on the table, causing incorrect or missing fields in the activity stream.	Verify that the record is a non-task table record. Verify that the glide.​ui.​{table}​_​activity.​field isn't set. On an instance, in UI16, create a interaction record. Select the Filter Activity button, all of the fields should be selected. Select the Configure fields to bring up that the slushbucket now aligns with the fields in the 'Filter Activity'.
Activity Stream PRB2040417	The Copy button on the VTB view can't access copyJournalContent or GlideUIDefault	The content doesn't get copied to the clipboard API and doesn't show the 'Copied to clipboard' notification.	On any instance, navigate to All > Visual Task Boards. Create a freeform board. Add a card on the newly-created board. Open the card and add a work note or comment. Select the Copy journal content button. Expected behavior: The content is copied to the clipboard API and shows a 'Copied to clipboard' toast. Actual behavior: The content doesn't get copied to the clipboard API and doesn't show the 'Copied to clipboard' notification.
Agent Chat PRB2021594	An agent chat box isn't enabled when work is offer re-routed post blind queue transfer	In most recent Australia release, ServiceNow CSM Workspace agent isn't able to type messages in the chat input box after they are re-routed an interaction that was rejected by a previous agent. The chat box should be enabled after re-routing acceptance.
Agent Chat PRB2031080	Setting 'Disable agent inactivity check for API' to true makes the presence states disappear from the presence state picker in workspace's inbox	The presence state picker should display all available states, even when 'Disable agent inactivity check for API' is set to true.	Log in to an instance. Navigate to the awa_presence_state table. Select Update Personalized List using the gear icon. Add the 'Disable agent inactivity check for API' column to the list view. Set the value of 'Disable agent inactivity check for API' to true for the 'Available' presence state. Navigate to Service Operations Workspace (SOW). Select the inbox icon. The 'Available' option isn't displayed. Set the value of 'Disable agent inactivity check for API' back to false for the 'Available' presence state. See that the 'Available' option is displayed in the SOW presence state picker.
Agent Chat PRB2033499	Improve the presence state picker in workspace's inbox based on the new flag 'show_in_workspace' instead of 'Disable agent inactivity check for API'
Agent Chat PRB2051353	Agent presence indicator should be shown in the 'Transfer to Agent' list for third party	When searchTargetList is set, a list of agents is shown, but there's no presence indicator.	Create and offer a third party messaging interaction to a CSM Agent. Select the Transfer to Agent quick action. Expected behavior: It shows a list of agents along with presence indicator when searchTargetList is set. Actual behavior: It shows a list of agents with no presence indicator when searchTargetList is set.
Agent Chat PRB2052028	Integration users can't read sys_cs_conversation_member for creating wrap up segment	The wrap up segment creation fails with a 400 status and the error message: 'Failed to create wrap-up segment. Segment not found in implementations for extension point: interactionSegment'.	Create a third party messaging interaction. Offer to a CSM Agent. Call REST API to create a wrap up segment for that interaction and agent. Expected behavior: The wrap up segment is created and the API returns success. Actual behavior: The wrap up segment creation fails with a 400 status and the error message: 'Failed to create wrap-up segment. Segment not found in implementations for extension point: interactionSegment'.
Agent Chat PRB2055561	Rename Now Assist, Moveworks and AI experience to ServiceNow Otto	The Sparkle button for CRR should be replaced with the new Otto button. CRR button's tooltip 'Write with Now Assist' should be replaced with 'Write with AI'. Finally, the Sparkle icon and its label in the recommendation modal should be replaced with the Otto icon.
Agent Chat PRB2055562	Rename of Now Assist, Moveworks and AI experience to ServiceNow Otto
Agent Chat PRB2058031	Add a missing flag on 'Requires ACL authorization'	A fix has ensured that the 'Requires ACL authorization' flag on 'Conversation Server' graphQL schema is set to true. However, due to a discrepancy in syncing branches, only the ACL changes added are live and not the graphQL schema changes.
Agent Chat PRB2063949	Some messages are hidden on the agent's side when hideControl is true and contains searchText
Agile Development PRB2026219	The Group capacity field is read only in sprint records		Navigate to an instance. Navigate to the table 'rm_sprint.list'. Open any sprint record. Note that Group capacity (points) is read-only.
AI Agents (Glide Family) PRB2034699	GenAIMetadata M2MDaoImpl createAIAGenAI MetadataM2M doesn't assert that the genAILogId parameter is not NULL	This causes a full table scan of the sys_gen_ai_ log_metadata table. This code is invoked by the AsyncMessageProcessor.
AI Agents (Glide Family) PRB2037758	AI Agents randomly throw a tool execution error: 'Failed to execute async FDIH tool'	At any random tool call, the AI Agent throws: 'Sorry, there was a problem on my side trying to complete this request. Try asking again later'. In logs, it shows 'FDIH async tool call exception'.	Log in to an instance. Invoke the Quote AI agent. Input a multi-paragraph, conversational prompt. Observe that, at any random tool call, it throws: 'Sorry, there was a problem on my side trying to complete this request. Try asking again later'. In logs, it shows 'FDIH async tool call exception'.
AI Agents (Glide Family) PRB2051367	TTL isn't honored in sys_​og_​conversational _​cache_​configuration in the absence of any other invalidation rule	The persona section doesn't show the new memories immediately, but they're visible after 24 hours.	Set up LTM extraction on Glide (enable sys_prop use_new_ltm). Set up DARE with memory enabled (in pipeline.yaml, set enable_user_persona). Create a conversation with some details that are a candidate for LTM extraction (for example, 'I like cycling'). Verify that memories are extracted (the ltm job runs every hour). After new memories have been extracted, check the persona section. Observe that it doesn't show the new memories. However, they will be visible after 24 hours.
AI Agents (Glide Family) PRB2059351	Record scope should override the user session scope	For AI Agents, when any record of a user instance is used, the record scope should override the user session scope of the MSP as per the domain separation policy. However, that's not happening. For example, when an AI Agent with a retriever tool is triggered by any record in a user instance (like C1), it fetches KBs/results from all the user instances under that MSP.
AI Agents (Glide Family) PRB2059390	Role masking isn't unset when running a workflow
AI Experience Framework - Glide PRB2034740	aiux_service/ chat_check_access should work with the default experience name to query the deployment document ID	There should be a way to query by experience name so that there is no need to force pass a sys_id each time.
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 PRB2061584	True-up the AI UX Builder Store app
AI Gateway - Security PRB2052119	As part of the name change, update error strings in MCPOAuthConstants.java that reference 'Now Assist' to 'ServiceNow Otto'	The changes will be made in Zurich and Australia. Also, an additional change is needed for the description in glide/glide-ai-security-scan.
AI Search (Glide) PRB1859571	A search retrieval agent returns an incorrect catalog item URL
AI Search (Glide) PRB2052168	No_answer Genius Result is streamed intermittently	A Genius Result rarely shows, but it should not show at all.	Navigate to /sp. Search for something that gives a no_answer result, like 'baseball world series'. Observe that a Genius Result rarely shows. It should not show at all.
AI Search (Glide) PRB2054276	The fix script shouldn't backfill non-default sources	When the user upgrades to an instance with additional sources in the multi-content feature, the additional sources are marked as 'Included'.	Upgrade an instance without additional sources in the multi-content feature to a version with the feature. Observe that the additional sources are marked as 'Included'.
AI Search (Glide) PRB2054932	In Moveworks API V2, support linking ServiceNow Security Center (SSC) to a search profile	This is a product update.
AI Search (Glide) PRB2054938	For the Moveworks API V2, return chunks when passing an additional flag	This is a product update.
AI Search (Glide) PRB2058047	Indexing with multiple semantic indexing configurations with the same name on different models isn't working	When multiple semantic index configurations are created on the same datasource with the same semantic field name but different embedding models, only the first configuration is loaded into the active semantic index field cache. Subsequent configurations are silently ignored, so ingestion and search only use one embedding model for that field. Only one embedding model is used for indexing and search when multiple semantic index configurations share the same semantic field name. Additional configurations with the same semantic field name are not visible in get​Semantic​Index​Field​Mapping()​.​ No error or warning is logged when the duplicate-name configurations are skipped. Thus, multi-embedding model support for a single semantic field is broken. Configurations are silently lost during cache population. This affects ingestion, search, and any callers that rely on get​Semantic​Index​Field​Mapping()​.​	Create two active ais_​semantic_ ​index_​configuration records on the same datasource with the same semantic_field_name but different embedding_models values. Add valid component fields via ais_semantic_ component_field for each record and set a valid semantic_​ snippetization_​configuration.​ Flush the datasource object cache (Ais​Configuration​ Cache​Manager.​ flush​Datasource​ Object​Cache()​)​.​ Call Ais​Configuration.​ get()​.​get​Semantic​ Index​Field​Mapping('kb_​knowledge',​'kb_​knowledge')​.​ Observe that only one SemanticFieldConfiguration is returned for semantic_search and the other is silently dropped.
AI Search PRB1875924 KB3137872	AI search ingestion sticks when the 'Size in Bytes' column has an empty value in sys_attachment for an attachment that has a size more than 25MB		Refer to the listed KB article for details.
AI Search PRB1902419	The conversation ID isn't logged to the sys_search_event table		On an AI Search-enabled instance, start a new chat with Virtual Agent (VA). Enter 'what is spam'. Flush queued signals. Open the sys_search_event table, and if necessary, add the Conversation ID field to the list/form. Expected behavior: Since it was from VA, there should be a conversation. Actual behavior: The conversation ID is empty.
AI Search UX PRB2004411	Refactor the synthesized Genius Result presence filter from Data Broker into the Java layer	Currently, the logic to conditionally execute the synthesized Genius Result — specifically, the filter that checks whether a Genius Result is present before execution — lives in the Data Broker transform layer (UX layer). This means the filter isn't automatically applied across all clients and must be manually maintained per-client in the Data Broker. This logic must be moved into the Java layer so that it is applied universally and automatically for all users, reducing duplication and the risk of inconsistent behavior across different consumers of the Search API.	Review the Data Broker transform at sys_ux_data_ broker_transform_ 0c735fb4530422104 accddeeff7b12dd.xml#L44. Observe that the conditional filter that gates execution of the synthesized Genius Result on its presence. Note that this filter only applies to clients using this specific Data Broker transform; it isn't enforced at the Java/API layer. A user that bypasses or doesn't use this Data Broker transform doesn't have the filter applied, resulting in potentially inconsistent or unintended behavior around synthesized Genius Result execution.
AI Search UX PRB2014714	Ignore Genius Result's limit for citations in sync mode		On an AI Search enabled instance with synthesized response configured for portal, navigate to a portal and complete a query that yields a synthesized response. Set the system property 'glide.​ais.​query.​ disable_​async_​mode' to true. Do same search in portal. The user should still get a synthesized response. Open the search application (presumably NAVA) and set the Genius Result limit to 1. Do the same search in portal. Expected behavior: Users still get a synthesized response. Actual behavior: No Genius Result renders because of no citations.
AI Search UX PRB2038703	Instance creation failure for com.​glide.​search.​ graphql.​query.​ Suggestions from service portal's typeahead AIS Suggestions API	When something 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 PRB2054213	URLs with special characters like $ break streaming for non-Virtual Agent clients	Streaming starts successfully, but it stops partway through and the full answer is never rendered.	Open an AIS-enabled instance. Make sure 'Synthesized Response' is enabled in portal. Navigate to the portal with Now Assist enabled. Search for 'How can I reset my password?'. Expected behavior: The full answer streams successfully. Actual behavior: Streaming starts successfully, but it stops partway through and the full answer is never rendered.
AI Search UX PRB2054952	Rename Now Assist to Otto within AI Search components	This is a product update.
AI Search UX PRB2056856	Replace the sparkle icon animation with the Otto animation for synthesized Genius Results (GR)		Open an instance with multi-content GR configured. Navigate to portal/global search. Search for a query that returns a synthesized GR. Check the loader in the GR component when the loading state is showing. Expected behavior: The loader state shows the Otto animation. Actual behavior: The loader state shows the sparkle icon animation.
AI Search UX PRB2057349	Rename Now Assist to Otto for typeahead suggestions	This is a product update.
Alumni Center PRB2054850	Add a null check when using getRefRecord()
Analytics Data API PRB1973007	The Platform Analytics 'pivot table' unit type doesn't persist	When creating a pivot table using two tables as the data sources, the 2nd and 3rd columns swap their values.	Create a pivot table visualization within a dashboard. Add in two tables as data sources. Create four columns on the pivot table, with the first two column being a count of each respective table and the last two columns a sum of all the values with other columns. Save the visualization. Exit editing mode. Refresh the dashboard. When the order of the columns is the count of table 1, count of table 2, sum of table 1's column, sum of table 2's column, and when users refresh the dashboard, the 2nd and 3rd columns values swap, with the values from column 3 appearing in column 2 and vice versa.
Analytics Data API PRB2039649	The Platform Analytics dashboard ignores the data source filter	The 'Is one of' operator doesn't function as expected on the source. The issue is reproducible in Australia with the Data Visualization plugin version 29.1.0 and in Zurich with version 28.5.0. However, the functionality works as expected in Yokohama with version 28.0.29 and in Zurich with version 28.4.5.	Open an instance. Create an indicator scorecard visualization. Select Number of Incidents as the data source. Apply a source condition using the 'Is one of' operator. Select the required priority values. Expected behavior: Only the selected priority is reflected. Actual behavior: All priorities are reflected in the indicator scorecard visualization.
Analytics Data API PRB2050449	Next Experience Widgets load with an 'Unable to generate chart' error	The error reads: 'Error Unable to generate chart. Cannot invoke 'com.glide. glideobject. GlideDateTime.after (com.​glide.​ glideobject. ​Glide​Date​Time)​' because 'scoresModifiedAt' is null.'.
Analytics Data API PRB2053974	Bubble chart bubbles render horizontally in Platform Analytics Workspace (PAW) instead of distributed across both X and Y axes	After upgrading to Australia, bubble charts in PAW now render bubbles horizontally (all on Y = -1) instead of being distributed diagonally across both X and Y axes as expected. The same configuration in the Classic Reporting module (sys_report.LIST) correctly displays bubbles distributed across both axes. The bubbles are rendering and not stacking, but the axis distribution logic differs between PAW and Classic Reporting. In Classic Reporting, bubbles are positioned diagonally across both X and Y axes. Each rating value (Dissatisfied, N/A, Satisfied, Very Satisfied) appears at a distinct (X, Y) coordinate pair. In PAW, all bubbles are rendered on the same horizontal line (Y = -1), with X-axis variation only. There's no Y-axis differentiation.	Navigate to Platform Analytics > Library > Data Visualizations. Select Create data visualization. Choose Bubble as the data visualization type. Add the asmt_metric_result table as the data source. Add a custom condition: Metric is 'How likely is it that you would recommend this service to others?'. Select Run and then add this source. In the 'Dimensions' section, set the Group by to 'Metric definition' and apply. Select Run. Expected behavior: Bubbles should be distributed across both X and Y axes, matching the Classic Reporting output. Each unique combination of Row (Actual Value) and Column (Actual Value) should result in a distinct (X, Y) coordinate pair on the visualization. Actual behavior: All bubbles are aligned horizontally at Y = -1, with X-axis values varying. The chart is unreadable and does not match the intended visualization.
Analytics Export API PRB2021342	The email layout in an Platform Analytics scheduled export doesn't match the received email format	Platform Analytics scheduled reports aren't honoring the email body configured when the field omit_if_no_records is true.
Application Install Engine PRB2056922	Install engine reads the dependencies from package.json with a fall back to the previous way when not available	This is a product update.
Application Manager PRB2022268	The application manager sys_app_version displays duplicate records for the same application and version, which is causing the app to be 'Installation blocked'	As part of the AI testing, it's been observed that the app installations are blocked. The sys_app_version displays duplicate records for the same application, which is causing the app installations to be blocked, despite the app versions being available as well as the license checks having successfully completed.	Navigate to an instance. Navigate to App Manager. Open any app (for example, sn_ai_itsm_cont) which is licensed and validated on CI (usageanalytics) prod, but has yet showed 'Not Licensed'. Select Install. It just fails with 'Installation blocked' on that app itself. Open sys_app_version table. Check the app/scope id. Expected behavior: It should have only one record for that app and a specific app version. Actual behavior: It has multiple records for the same app and app version.
Application Manager PRB2057729 KB3140027	Users can't publish custom-scoped applications after upgrading to Zurich or Australia		Refer to the listed KB article for details.
Asset Management Common PRB2024372	Related lists aren't rendered in Hardware Asset Workspace despite existing in an configuration	Certain related lists such as 'Hardware', 'Software licenses', 'Bundles', and 'Other' assets aren't displayed in Hardware Asset Workspace even though they are present in the Workspace configuration. Analysis confirmed that the related lists exist in the latest configuration (physical_asset_workspace view) and are conditionally loaded. The issue results in only a subset of related lists being visible in Hardware Asset Workspace while others remain hidden.
Asset Management PRB2025075 KB3052414	A catalog task isn't created in Hardware Asset's refresh flow	There's similar issues with the other flows as well, like transfer order, transfer order line, and contract approval.	Refer to the listed KB article for details.
Asynchronous Message Bus (AMB) PRB2040279	Add bearer token authentication support to Asynchronous Message Bus (AMB) client library	This is a product update.
Authentication Factors PRB2037251	Update interactions post-identification and authentication	The 'Interactions' table has only 'Guest' resolved. It should have the user reference resolved post-identification and authentication.
Authentication Factors PRB2066684	Match KB identification phone numbers are ignoring special characters	Questions with the category 'phone number' aren't matched against formatted stored phone numbers during voice agent identification flow.
Automated Test Framework (ATF) PRB2012913	Tests fail with an error: 'Timed out waiting for intent feedback <Intermittent, slow loading forms, SAP>'	When Automated Test Framework (ATF) sends an intent to the UXF framework, the intent is received by UXF but is silently terminated/consumed without any feedback being returned to the caller. There's no success response, failure response, error message, or 'action not available' status sent back. Because of this, ATF can't determine whether the request failed due to unsupported actions, missing configuration, processing errors, or temporary issues. This prevents ATF from performing retries, fallback handling, or proper error recovery.
Automated Test Framework (ATF) PRB2017949	There's stuck execution trackers due to Automated Test Framework (ATF)'s new feature metadata tracing	For invalid metadata table names in sys_traced_metadata records, the generateMissingPayloadHashes throws an error and causes the final payload hash calculation execution trackers to be stuck.	Ensure that metadata tracing is on. Run a test on a table with a long name (such as 'sys_og_conversational _cache_configuration', more than 40 characters). Observe that the sys_traced_metadata records truncate the long table name (sys_traced_metadata records save table names up to 40 characters whereas metadata table names can be up to 80 characters in length). Observe at the end of the test, there's stuck sys_execution_trackers while generating payload hashes for the sys_traced_metadata records because the truncated metadata table name is invalid. It thus throws an error.
Business Calendar Filter Options PRB1977276	Filter values included with the 'Fiscal Calendar' (com.snc.fiscal_calendar) plugin aren't translated	Filter values included with the 'Fiscal Calendar' (com.snc.fiscal_calendar) plugin aren't translated when users change their language preferences. If a user switches to French (Canada), the filter value 'Next 3 fiscal months' should be translated as 'es 3 prochains mois fiscaux'. However, if a user switches to French (Canada), the filter value 'Next 3 fiscal months' is actually translated as '3 Fiscal Months suivant'. There are multiple other filter values included with the plugin that are affected.	Provision an instance with a language other than English and the 'Fiscal Calendar' (com.snc.fiscal_calendar) plugin installed. In English, open any list that can use 'Fiscal Calendar' list filters for a date range. Set the language to anything other than English. Refresh the page. Notice that the filter value still displays some of the text in English.
Canonicalization Data Services (CDS) PRB2053470	Data uploaded to cds_server_staging table is blocked within instances	This issue occurs in instances where the property 'glide.cmdb.canonical.URL' is set to https:​/​/​<instance_​name>​.​service-​now.​com/​ and ends with '/'. Unfortunately, that is the base instance value, and it affects the upload portion of CDS.
Case and Knowledge Management for HR Service Delivery PRB2023216	Ship the required RCAs per the analysis result	Also, analyze those RCAs for which the analysis result said not to ship. Trigger automation and verify the result if there are any failures.
Case and Knowledge Management for HR Service Delivery PRB2023219	Ship the required RCAs as per the analysis result
Case and Knowledge Management for HR Service Delivery PRB2025681	Due to 'getRefRecord', a RCA is generated in the Oracle HCM job execution that should be marked as 'Allowed'	Due to the use of 'getRefRecord' in the script include, a RCA record is generated with the source scope as: 'HR Service Delivery integration with Oracle HCM'. the target scope as 'Human Resources: Core', the target as: 'Table: HR Profile', and the operation as 'Read' after running the Oracle HCM job. This RCA should be marked as 'Allowed' and pushed to the repo.	Provision an instance with Oracle HCM related plugins installed. Navigate to the Oracle HCM Cloud Integration Source record. Ensure that on the Integration Service record, Workers is active. Select the Run Job button. After some time, the RCA record is generated when 'Job Transform Map' starts running. This RCA is created by the source 'Script Include: OracleHCMJob TransformHelperSNC' where 'getRefRecord' is used.
Case and Knowledge Management for HR Service Delivery PRB2028299 KB3061412	In Platform Analytics, an ACL isn't letting an admin user modify or create data visualizations in dashboards or data visualizations	When editing any visualization in a dashboard with the sn_hr_er_case table as a data source, the visualization can't access its data source. As a result, metrics are turned off and can't be edited, preventing updates or modifications to the visualization. There is error: 'You don't have access to the data source used in this visualization'.	Refer to the listed KB article for details.
Case and Knowledge Management for HR Service Delivery PRB2055197	In Alumni Center, update RCAs in HR Core for the getRefRecord() for Australia
Change Management PRB2035555	The 'All' filter on the 'Create Change' page doesn't display all standard change templates when a template has no category or catalog	When the 'All' filter is selected for standard change templates on the 'Create Change' page, not all templates are displayed. This is because one template has no category. The null category errors the 'can category be read by user' check.
Change Management PRB2035924 KB3093597	Standard changes created from a problem aren't linked to the parent task	The issue is reproducible if users untick the 'Two step' checkbox under Change > Administration > Standard Change Properties and then perform cache.do > Clear Cache. A standard change created from a task (incident/problem) aren't linked to a parent task. If users Check Conflicts before saving a child change from a project requested item, it won't attach the change to the parent item.
Change Management PRB2052987	NewChangeRedirectProcessor only checks the system-wide glide.ui.polaris.experience property and ignores per-user glide.ui.polaris.use preference when deciding Next Experience redirect for Create Change	The file app-itsm/glide-service-mgt/ src/main/plugins/ com.snc.change_request/ update/sys_processor_ 0af16f2d53631010 34d1ddeeff7b12b6.xml (NewChangeRedirectProcessor, path new_change_redirect), line 76: var polarisEnabled = 'gs.​get​Property('glide.​ui.​polaris.​experience',​ false) === 'true';' — only reads instance-wide sys_property, ignores per-user preference glide.ui.polaris.use (sys_user_preference table), the documented mechanism for per-user Next Experience toggle. The user opted out at a user level, but still was redirected into Next Experience's create-change flow when the system property is on. polarisEnabled check should account for both glide.ui.polaris.experience (system) and glide.ui.polaris.use (user preference) — not the system property alone.	Turn on the system property glide.ui.polaris.experience = true and com.​snc.​change_​ request.​next_​ create_​page = true. Set the sys_user_ preference glide.ui.polaris.use = false for a specific test user (system unchecked, User = test user). Log in as that user. Trigger Create New Change (module or UI action) so the request hits the new_change_redirect processor. Observe the redirect. Expected behavior: The redirect respects the user-level opt-out and goes to sn_chg_model _ui_landing.do (UI16). Actual behavior: The redirect goes to now/​change-​management/​create-​change/​ (Next Experience), ignoring the user preference.
Change Management PRB2053039	In the 'Change risk assessment' answer generator skill flow, replace the Now Assist terminology with Otto rebranding	The suggestion message should contain 'Check answers generated by AI for accuracy'.	Navigate to SOW > Change Request. Select Assess Risk in the 'Overview' tab. Select Generate Answers. Wait until risk assessment completes answer generation. Open risk assessment. Observe that the suggestion message doesn't contain 'Check answers generated by AI for accuracy'.
CMDB Identification and Reconciliation PRB2021886	Null dbquery results must be preserved as null instead of wrapped		Run a payload for a non-existing table that has a sys_id in the payload. Where encryption wrappers are constructed, dbq.execute() would normally return null when querying this non-existent table. Now, code is wrapping the null.
Column Level Encryption PRB2005360	On an encrypted HTML field, getElement(fieldName) returns a GlideElement with a value of 'null' instead of an empty string (''), causing the condition ge == null to evaluate as true	The field value conversion logic checks for encryption before validating whether the value exists. When encryption is enabled on an empty field, the system attempts to process a null value through the encryption path, which returns the literal string 'null' instead of handling it as an empty value.
Condition Builder PRB2054935	Create a sys property to determine the Glide version for condition builder	This is a product update.
Configuration Management Database (CMDB) PRB1994587	A race condition between IRE LazyWriter and Deletion Strategy causes the configuration item (CI) state to flip incorrectly	A CI's state is flipping from installed to stale during Discovery (delete strategy execution). A race condition occurred between IRE's asynchronous batch update of the last_discovered field using 'db.executeLazy()' and the execution of the Deletion Strategy. The LazyWriter delay caused the Deletion Strategy to process stale 'last_discovered' values, marking valid CIs as retired despite their presence in the payload.
Configuration Management Database (CMDB) PRB2017559	The health configuration cache is ineffective due to a shared cache eviction	The getHealthConfiguration() method in HealthConfigManager.java is not getting effective cache hits. The current implementation caches per (metricSysId + className + domainId) key, creating a few hundred cache entries. Since this is a shared cache, entries get evicted before they can be reused, resulting in repeated DB queries for records that never change during processing.	Create health configuration rules and observe the cache entry through cache_inspect.do. Create a pressure on the system to cause cache eviction. Observe in the code path that the cache is rebuilt every time there is an eviction. The caching path is controlled via sys_property and only applies to the non-domain path.
Configuration Management Database (CMDB) PRB2020295	INSERT_NOT_ALLOWED_FOR_SOURCE incorrectly classified as a partial error causes the cmdb_ire_partial_payloads table to bloat and an out of memory (OOM) error	When an IRE data source rule blocks inserts for a class and data source, affected records are incorrectly saved as partial payloads. Since the block is permanent, these partial payloads can never complete — each retry creates a new entry, causing the cmdb_ire_partial_payloads table to grow unboundedly. If the partial payload contains a large number of related or lookup items, this can also lead to OOM on app nodes.
Configuration Management Database (CMDB) PRB2021367	Implement totals calculation for the group view when applying a class filter qualifier configuration
Configuration Management Database (CMDB) PRB2026628	getRefRecord() scoping bypass due to directive changes
Configuration Management Database (CMDB) PRB2030304	OrphanProcessor skips CIs and reprocesses records after batch timeouts due to unordered HashMap iteration	When the CMDB Health orphan metric job times out MID-run on large datasets, it saves an incorrect resume position and silently skips CIs on the next run. As a result, orphan CIs appear healthy in the dashboard even though they are actual orphans, leading to inaccurate health scores.	Set up a class with a large enough population of orphan CIs such that processing exceeds five minutes. Trigger the CMDB Health orphan batch job. Allow the job to run until the five minute batch timeout fires MID-loop. Observe the checkpoint value stored in MetricProcessorStatus for that class — it's an arbitrary sys_id, not the lexicographically highest one processed. On the next scheduled run, observe that orphan CIs with sys_ids smaller than the stored checkpoint are not evaluated and not reported as failures.
Configuration Management Database (CMDB) PRB2037178	A relationship editor (child) entry incorrectly displays a '*' suggested marker when only the parent direction is configured in cmdb_rel_type_suggest	After upgrading from Yokohama to Australia, the CI relationship editor's 'Suggested relationship types' list displays both the parent and child directions of a configured suggested relationship with the '*' suggested marker, even when only one direction was configured in the cmdb_rel_type_suggest table. For example, a cmdb_rel_type_suggest record is created with base_class = Windows Server, dependent_class = Business Service, and direction Connects to (parent). When the relationship editor is opened for a Windows Server CI, the list shows two entries instead of one: * Connects to::Connected by (Parent) and * Connects to::Connected by (Child). Both entries appear with the leading *, suggesting both directions are configured. Only the (parent) direction was actually configured. Users selecting from the suggested list can't distinguish which direction was the configured one. Because the list is sorted alphabetically and the (Child) entry sorts before (Parent), the misleading default selection can result in CI relationships being created in the inverse direction of the customer's intent — silently introducing incorrect CMDB data. The * suggested marker should only appear on the direction that is actually configured in cmdb_rel_type_suggest. The (Child) entry for a parent-only suggested relationship should either not appear in the suggested-marker group, or appear without the * prefix.	Navigate to the 'Suggested Relationships' module. Insert a record using an unused relationship. Open the relationship editor from the relationships formatter on a Windows server CI. Expected behavior: Only the added suggested relationship from one direction is expected. Actual behavior: Observe two relationship choices for the relationship.
Configuration Management Database (CMDB) PRB2052583	References to 'Now Assist' for the duplicate CI remediator should be renamed to Otto
Connections and Credentials PRB2034770	A scoped app is unable to update the http_connection record	Scoped applications need to update http_connection records that they themselves created and own. Because the table-level ACL blocks all cross-scope writes, there's currently no supported path for a scoped app to modify its own connection records. The http_connection table is a platform (global) table whose cross-scope access policy grants only read access to all application scopes. In the earlier ServiceNow-managed scoped app flow, Claroty CTD via Service Graph Connector relied on the existing platform-owned Connection and Credential creation path to create http_connection and related credential records. The available scriptable sn_cc.ConnectionBuilder APIs cover create scenarios such as createConnectionAlias and createConnectionAndCredential, so the absence of a scoped update path didn't surface when the use case was limited to creation.	Navigate to Service Graph Connector for Claroty CTD. Create a connection with the provided connection_url. Expected behavior: It should be able to update the connection record for the child sys_alias's http_connection record. Actual behavior: Updating on http_connection isn't allowed from any scoped app due to tables's cross-scope access policy.
Content Experiences PRB2036902	A change in HRApprovalAccessUtilsSNC causes schedule content approvals to fail without a new RCA		Provision an instance with HR Core installed. Create a schedule with approvers such that one rejection rejects the whole schedule. Approve any number of the requests, saving at least one (0:X-1). Reject one. Expected behavior: The schedule is rejected as normal. Actual behavior: An RCA error occurs.
Content Experiences PRB2054955	RCA for app-ex-ai-agents in Content Publishing for the getRefRecord directive
Contract Management PRB2040201 KB3140742	Assets covered on a contract aren't added through an Multiple Record Associator (MRA) pop-up	In the 'add action' over MRA pop-up, there's a slight change by the platform. It is now performing a GlideRecordSecure insert instead of GlideRecord. It is validating for create and write ACLs on clm_m2m_contract_asset.asset and clm_​m2m_​contract_​asset.​contract fields. There's ACLs where it allows the respective operations only if they are blank. This is clearing out the Contract and Asset field values during creation. So, records which are created don't have these fields and aren't displaying in the related list.
Contracts Core PRB2036700	Add the needed RCA as part of the getRefRecord() scoping bypass directive changes
Conversational Appointment Booking PRB2054247	True-up Conversation Appointment Booking for GetRefRecord directive changes	After making the required changes as part of the directive, all the three flows (schedule an appointment, reschedule an appointment and cancel an appointment) should work when the caller scope access is restricted.
Customer Operations for Customer Service Management PRB2035611	Fix GetRefRecord scoping bypass	On CSManagementUtils, guard the getRefRecord() result before calling getLabel() to prevent an error when a reference field has no associated record. Also, on CSQueryBRUtil, add a null check on entityGR before calling isValid() to prevent an error during dot-walked field validation.
Customer Service Case Action Status PRB2011771	Keep the 'Major Case' related list consistent in app-csm-action-status and app-major-issue-management	If users reinstall or upgrade app-csm-action-status again after Major Case is installed, the related list on Major Case is different. The newly added-in app-major-issue-management is gone.
Customer Service Management PRB2002976 KB3141009	An advanced qualifier reference that uses 'current' isn't functioning as expected in CSM Workspace	Advanced reference qualifiers that rely on the 'current' object fail when templates are applied in Workspace. However, the same functionality works as expected in 'Classic UI (UI16)'. During template application in Workspace, the platform passes corrupted or incomplete serialized data to 'GlideRecordEncoder.decode()'. As a result, the current GlideRecord is returned without field values.	Refer to the listed KB article for details.
Database Persistence - Data Access PRB2013282	Columns are created with a 'u_' prefix	After Table​Schema​Manager .​alter()​.​execute()​ adds a column, TableDescriptor returns the new column but the column name is different from what was supplied. The new column was created with a 'u_' prefix in the column name. This behavior is different from table creation, where columns are created with exactly the same name supplied for column_name.	Alter a table using the 'Table Management' API. Add a column. Expected behavior: Create a column exactly as specified. Actual behavior: It adds a 'u_' prefix to the column.
Database Persistence - Data Dictionaries PRB2050936	Let the 'Table Management' Java API create a table/column in a scope without a scope prefix	MetricBase must create tables in the DEX scope without applying the scope prefix, as it applies the mb_ prefix to metricbase table. The API should be changed and require a scope object by default.	Use the TableManagement Java API to create a table in any custom scope. Observe that a scope prefix is added to the table.
Database Persistence - Data Scale PRB1942731	If sequences exist to reduce redundant queries, SequenceAtomicCounter.get could cache
Database Persistence - Graph PRB2026586	toLower() and toUpper() functions aren't supported in WHERE and RETURN	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. Cypher's toLower() and toUpper() functions aren't supported anywhere in the builder — neither in WHERE predicates nor in RETURN projections.
Database Persistence - Graph PRB2026589	COUNT(DISTINCT x) can't be represented with GraphQueryBuilder API	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. Aggregate('COUNT', x) only ever emits COUNT(x). There's no way to express COUNT(DISTINCT x), which is the only correct answer when multiple paths can reach the same node.
Database Persistence - Graph PRB2026590	ORDER BY isn't stored in Encoded QueryModel	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. RETURN alias — the AS clause is dropped when using buildEncodedQuery(), so any consumer of the encoded query has no way to know what column name the user asked for. ORDER BY / LIMIT / SKIP — these have no representation in QueryModel at all, so they're dropped whole on round-trip.
Database Persistence - Graph PRB2040734	Sys_class_name doesn't come as property from getForTables
Database Persistence - Graph PRB2051205	Inline node properties in the cypher are dropped in the encoded query when using with useCypher()	If there are inline properties in the cypher passed to useCypher, the returned encoded query doesn't contain that query.
Database Persistence - Graph PRB2052676	Cache flushes are triggered, even when the cache is not used/populated	The number of cache flush messages for the table 'cmdb_rel_ci' is in the 80 million+ range every hour. In a way, it's making 80 million inserts into the sys_cache_flush table. 'cmdb_rel_ci' is paired with 'graph_cmdb_rel_type_cache'. The cache graph_cmdb_rel_type_cache isn't enabled, but the cache pairing is still in a static block and is active.
Database Persistence - Graph PRB2053774	Support initializing GraphQueryBuilder with a cypher query string via the JavaScript API	This is a product update.
Database Persistence PRB2029202 KB3092221	RaptorDB has an auto-increment column reset with a '0' value		Refer to the listed KB article for details.
Database Persistence - WDF PRB1931544	Users should be warned/blocked from setting up a reference field that is ineligible	As of Australia, it currently enforces the reference key assignment only in the WDF Hub mapping page and not on sys_dictionary or sys_db_object. When creating/editing the remote table through the hub, there's a method called 'com.glide.datafabric. schemamapping. Remote​Table​Def#validate​Reference'.​ This method verifies that the reference table and the reference key are valid. If the reference table table doesn't exist/cannot be accessed, or if the reference key's data type is not in the list of allowed types, it blocks the table from being created/updated and throws an error message to the user in the UI. Following this approach, it can add the null value check in this method and throw the appropriate error message to the user.
Database Persistence - WDF PRB2038399	There's a pagination issue		Open the 'List' view of a data interface. Order by one column. Navigate to the next page. Check the data. The same page is displayed. See that the limit isn't applied to the query.
Database Persistence - WDF PRB2040034	In Australia, all database columns that start with a number have 'yy_' added to the start of the name, causing a syntax error	When querying a table in the Australia release and the DB column starts with a number, it adds a 'yy_' to the SQL query, breaking the collection of data and making a list view show nothing. Error: 'Syntax Error or Access Rule Violation detected by database (ERROR: column x_​snc_​potatofarm _​0_​farmers0.​yy _​1stname does not exist. Hint: Perhaps you meant to reference the column 'x_​snc_​potatofarm _​0_​farmers0.​1stname'.​ Position: 259)'.	Create a scoped app. Create a table. Create some data on that table. Add a column that name starts with a number. Navigate back to the list view. See that its blank, but the count displays that there's records.
Database Persistence - WDF PRB2050923	Provide unified server-side API's fetch primary key details for Data Fabric and standard ServiceNow tables
Database Persistence - WDF PRB2052538	Data interface tables are unable to fetch data with remote table as the implementation	Current remote table support requires that the vtable is provider backed.	Open a remote table. Create a data interface table with the fields matching with the remote table. Navigate to 'Interface M2M'. Configure the m2m mappings. Navigate to the <new_table>_list.do. Expected behavior: The table displays the data. Actual behavior: No data is displayed.
Data Fabric Table Glide Services PRB2018015	The Zero Copy Connector (ZCC) Hub UI becomes unresponsive/times out if a large number of schemas and tables are retrieved	When large amounts of schemas and tables (~20k) are retrieved in an API call, the function 'refreshSchemasAndTables()' takes a long time to execute compared to the underlying persistence API 'GlideDataFabric EngineService. getInstance(). getAllTablesForCatalo'. This is on the magnitude of 2.25 seconds vs 40 seconds.	Navigate to ZCC Hub on an instance. Create a connection with large number of schemas and tables (~20k schemas and tables). Expected behavior: The 'Data Assets' page loads schemas and table and is responsive. Actual behavior: The 'Data Assets' page times out during loading.
Data Privacy (Classic) PRB2031050	The 'Run Once Data Privacy' job takes days to complete after segment creation on large tables (300M+ records)		Provision an instance with the Data Privacy plugin installed on a large clone. Set up a privacy configuration on a table with a large number of records (300M+). Configure a 'Run Once' dp_job and trigger it. Expected behavior: The job should complete within a few hours after segment creation (dp_work_item). Actual behavior: The job takes days to complete.
Data Privacy (Classic) PRB2031271	Rollback of a scheduled anonymization job doesn't refresh the activity stream UI for Journal fields (work_notes, comments)	When a scheduled Data Privacy anonymization job is rolled back, the Journal field values (work_notes and comments) are correctly restored in the sys_journal_field table. However, the activity stream UI continues to display the anonymized values because sys_activity table (used by Service Operations Workspace) and sys_​history_​set/​sys_​history_​line (used by UI16 List and Form views) aren't refreshed upon rollback. The Description field doesn't exhibit this issue. This is inconsistent behavior introduced when journal type anonymization support was added.	Open an instance with Data Privacy enabled. Configure a scheduled anonymization job targeting Journal fields (work_notes, comments) on the Incident table. Run the anonymization job. Confirm the fields are masked in both the database and the UI. Execute a rollback of the anonymization job. Verify in sys_journal_field that the original values have been restored. Navigate to the affected Incident record in both UI16 and Service Operations Workspace. Observe that the activity stream still displays the anonymized values even though the database was reverted.
Data Privacy (Classic) PRB2032551 KB3140437	LLM prompt creation takes ~800 ms, though it used to be 200-300 ms	The root cause was determined as the introduction of 'Sensitive Data Trail system processors', which had a large default timeout (20 seconds). The processors were scanning all 32 data patterns on an prompt of ~130K characters, taking an additional ~400 ms in latency.	Refer to the listed KB article for details.
Data Privacy (Classic) PRB2039058	Real time anonymization (RTA) for child tables separate from parent tables	This is a product update.
Data Privacy (Classic) PRB2039332	Increase the maximum size limit of the incoming request to Data Privacy APIs from 1M to 10M	The Data Privacy API only supports up to 1M character long prompts. However, a simple prompt on Virtual Agent may result in prompts larger than 1M characters, which causes the prompt's response to get stuck. Prompts of extra large size should be processed by the Data Privacy API.
Data Privacy (Classic) PRB2040595	Post-clone anonymization of child workers is incorrectly cancelled due to parent job type mismatch	The post-clone data privacy anonymization job uses a parent-child architecture; one parent job distributes work to multiple child worker jobs that process tables in parallel. The issue is in how the child workers look up their parent job record. In the post-clone flow, the parent job is stored in a different table type than the child workers' lookup code expects. Because the lookup fails with 'data protection job is not valid,' each child worker is cancelled immediately.
Data Product Backend Services PRB2027724	Users are unable to edit reference type details on DTT when editing a data interface	There's no error, but it doesn't work.
Data Snapshots PRB1995292	A data snapshot indicator timeseries API returns empty data instead of the expected single-span score when the request startTime and endTime are the same date		Configure a data snapshot indicator (pa_datasnapshot_indicator) with a boolean condition. Send a POST request to /api/now/analytics/data with a timeseries data configuration where: The startTime and endTime are set to the same date/time A business calendar is used The date falls within a valid span for that calendar period Observe the API response data array. Expected behavior: The API returns the single-span score for the calendar period that covers the requested date. Actual behavior: The API returns an empty data array — the single span covering the requested date is silently truncated/ignored.
Date Picker PRB2029576 KB3061444	There's a regression on GlideDateTime.setDisplayValue	Any script that calls setDisplayValue() with an ISO-format string (yyyy-MM-dd HH:mm:ss) on an instance where glide.sys.date_format is set to anything not in FORMAT_LIST (for example, dd-MM-yyyy, MM/dd/yyyy, etc.) produces incorrect dates in Zurich.	Refer to the listed KB article for details.
Decision Graph for Context Engine (Family) PRB2056900	Glide changes for machine learning integration needed for Distinguished Encoding Rules (DER) mining	This is a product update.
Decision Graph for Context Engine (Family) PRB2056902	Instrument 'Ask For' approval action Instance Observer (IO) during flow execution for context graph tracing	This is a product update.
Decision Graph for Context Engine (Family) PRB2056905	Rate-limited flow trace eligibility evaluation	This is a product update.
Decision Graph for Context Engine (Family) PRB2056908	Scaffolding for the decision-graph module	This is a product update.
Decision Graph for Context Engine (Family) PRB2056910	Cache decision weightage for a low-latency runtime lookup	This is a product update.
Decision Graph for Context Engine (Family) PRB2056912	Adding or deleting a feature dictionary should make mined patterns inactive	This is a product update.
Declarative Actions PRB2055766	The related list UI actions to update rows are failing on m2m if the field being updated is read-only	The UI action calls AssetAutomationAPI. completeAssetDisposalTask. This has current.update, which fails. If the read-only flag is removed from the Stage field in the sn_hamp_m2m_hw _asset_disposal table, then it works.	Navigate to Hardware Asset Workspace > Inventory > Disposal order. Create a disposal order. Navigate to the related list. Add an asset to the disposal order. Open Verify task from the related list. Select the row. Select Verify. Observe that the action fails to update.
Developer App Shell PRB2052364	Fix GetRefRecord scoping bypass
Developer Sandboxes PRB2054240	The scheduler claim mutex (sys_mutex) isn't sandbox-aware and forces DSB nodes to contend for a cluster-wide lock, causing scheduled-job pickup delay		On a multi-node instance (50+ nodes), turn on Developer Sandboxes. Create at least 20-30 sandboxes. Multiple isolated sys_triggers should exist in the sandboxes. Pull stats.​do?​include=​otel.​scheduler* on the sandbox's node. Observe that claim_lock_time averages above one second (expected ~13ms), jobs_lateness averaging 300+ seconds, and worker capacity used is very low. Compare against a controller node on the same instance. Claim_lock_time is still elevated but jobs_lateness stays within a few seconds, because base nodes don't pin an entire platform triggers on one node.
DevOps Change Velocity PRB2052626	GetRefRecord scoping bypass for the 6.2.1 release
Discovery PRB2015204	Update the IP address to retired when the network interface card's (NIC) is updated to 'Retired'	In the IP-Based Discovery plugin, the business rule (BR) 'Discovery - Set IP Address to Absent' only sets the IP address to absent. When the NIC is retired, it doesn't set the IP address to 'Retired', leaving orphaned or outdated IP addresses. The BR should handle the retired scenario as well.
Discovery PRB2023232	Some Sybase processes running on Linux don't meet the classifier conditions to trigger the sybase pattern, resulting in an incomplete Discovery	The Sybase Process classifier has these conditions: Command contains 'dataserver', parameters contains 'sqlsrvr', and parameters matches regex '-[Dd]\s+'. The regex breaks down as follows: -[Dd]\s+ matches a literal hyphen, [Dd] matches either uppercase D or lowercase d, and \s+ matches one or more whitespace characters (space, tab, etc.). It matches a hyphen, followed by D or d, followed by at least one space. If a process running returns a parameters string starting with ['parameters':​'-​d/​data/​master.​dat]​ this doesn't meet the condition for this regex and the pattern doesn't trigger, despite the process being a valid Sybase process.
Discovery PRB2029641	Update Store app true-up for ITOM Licensing Store app 3.13.0
Discovery PRB2059465	Discovery patterns fail to launch for sub-accounts/datacenters when glide.​discovery.​ retire_​stale_​accounts is turned on	In Cloud Discovery, schedules configured to discover all sub-accounts under a master account, with enabling glide.​discovery.​retire_​stale_​accounts and glide.​discovery.​cdu.​ auto_​refresh_​sub_​accounts _​and_​ldcs , Discovery patterns fail to launch for sub-accounts/datacenters (only the service account discovery launches).
Document Management PRB2056202	Replace 'Now Assist' and 'Sparkle' with 'ServiceNow Otto' in screenshots, images, and icon assets	All UI visual elements should be updated across SmartDocs, Doc to Voice, and SmartRedact to reflect the ServiceNow Otto branding changes. This includes both images/screenshots and icon assets.
Document Management Services PRB2039067	Smart redaction with redaction codes and notes for documents	This is a product update.
Document Management Services PRB2056919	SmartDocs enablement in UI16 and ServicePortals	This is a product update.
Document Viewer PRB2056915	Support in document viewer for the doc to voice agent	This is a product update.
Dynamic Schema PRB2037531	There's failing DynamicSchema aggregate ITs	In Australia, in the db-dynamic-schema-test package, the following ITs are failing: DynamicSchemaAggregatesIT and DynSchQueryAggregates*IT. The expression added to the GROUP BY isn't listed in the SELECT clause.
Email Notifications PRB1948259	SelectAll and Delete buttons aren't working in Email Viewer		Log in as an admin user. Navigate to CSM Workspace and open a case record. From mini composer, send an email with some documents attached. Update the email status to 'sent' from send-ready in the sys_email.list table. Open the email from the 'Emails' tab in the case record. The email opens in the Email Viewer view Expected behavior:SelectAll should select all the attachments. The Delete button should delete the selected attachments. Actual behavior:SelectAll isn't selecting all the attachments. The Delete button isn't functioning properly.
Email Notifications PRB2001946	The RemoveAll button shouldn't be present in the email viewer		Log in as an admin user. Navigate to Customer Service Management workspace. Open a case record. From the mini composer, send a email with some documents attached. Update the email status to 'sent' from send-ready in the sys_email.list table. Open the email from the 'Emails' tab in the case record. Select Select All. Select the 3 dots and verify. Expected behavior: The RemoveAll button shouldn't be present in the email viewer. Actual behavior: The RemoveAll button is visible in the email viewer.
Email Notifications PRB2019162	Introduce batch support for subscriptions in NotificationRecipientBuilder	Notification events are taking a longer time to process (5-7 seconds).	Log in to an instance. Create a subscribable notification record. Create 1800+ subscriptions. Trigger a notification. Expected behavior: The notification should be sent to all recipients without much delays. Actual behavior: The notification is generated but its processing consumed a significant amount of time.
Email Notifications PRB2036855	Agent workspace case emails display multiple 'To' names if the email recipient has multiple contact records	If a contact has more than one contact record in the system (same email address), the system displays the names of all the contacts when viewing an email sent to that person on a case.	Navigate to customer_contact table. Create multiple contact records with the same name and email address, but a different user ID. Navigate to CSM workspace. Create a case. Add one of the contacts created as the case contact. Send an email to that contact. Open the sent email. Expected behavior: Only one contact is displayed in theTo field. Actual behavior: TheTo field lists all the contacts with the same name and email address.
Email Notifications PRB2050616	Email client APIs shouldn't be public
Embedded Help PRB2056339	Replace all occurrences of 'Now Assist' text with 'AI' across the Help Center and embedded help		Open Help Center or embedded help. Open a document that was created using AI-generated help. Observe that 'Now Assist' text is displayed for AI-generated help articles.
Employee Profile PRB2011497	There's a dot-walking RCA error when moving from the 'Learning' scope to the 'Employee profile' scope	An attempt to dot-walk to table sn_employee_profile present in the 'Employee profile' scope from the 'Learning' scope was blocked. The reference field employee belongs to the sn_lep_challenge table. The operation type was: GET_REF_RECORD.
Employee Profile PRB2021875	getRefRecord() changes for Opportunity Marketplace (OPM) and TD Core in Employee Profile
Event Management PRB2034593	An event field mapping rule from the type 'Map field' using regex causes an error in event processing	When having an event field mapping rule from type 'Map field' using regex and a matching event is processed, if the Additional info field contains the source field JSON as the value, the event finishes in an error state.	Create some event field mapping rule from the type 'Map field' using regex. Create an event with Additional info containing nested JSON, where one of the keys matches the regex and its value is a JSON object. Expected behavior: Event processing should complete successfully without errors and an alert should created. Actual behavior: Event processing fails, and the event is moved to the error state.
Event Management PRB2052731	Remove the step in mixed grouping that allows alerts to join existing groups before the grouping definitions are run in order	The mixed grouping engine handles alerts in two steps. First, it checks whether an alert can join a group that already exists—without following the order the definitions are set up in. After, it goes through all the definitions in their proper order, where it's also allowed to create new groups. The first step disregards the configured definitions order; as a result, an alert can end up in a group created by a lower-priority rule instead of a higher-priority definition. The definition order exists specifically to control which definition gets to group an alert first, so skipping it defeats the purpose of the order. In conclusion, the two-step process should be removed. The mixed grouping engine should go through the definitions once, in order. For each definition, it should allow alerts to either join an existing group or create a new one.	Create two grouping definitions, Definition A and Definition B, with Definition A placed ahead of Definition B in the rule order. Send alerts A1 and A2 that fit Definition B. Wait for the grouping job to run. Create Group B. Send alerts A3 and A4 that fit both Definition A and Definition B. Wait for the grouping job to run. Check which group A3 and A4 end up in. Expected behavior: A3 and A4 form a new group created under Definition A, because Definition A comes first in the rule order. Actual behavior: A3 and A4 are added to the existing Group B.
Event Management PRB2053524	Azure monitor for 'Issue' integration, and UI enhancements in Express List and alert record	This is a product update.
Field Service Task Bundling PRB2064856	Dynamic bundling creates unassigned bundles		Verify that Dynamic Scheduling, Task Bundling, and Task Grouping plugins are active. Enable the sys_property 'com.snc.dynamic. scheduling.bundle_ before_scheduling'. Set the Task Grouping rules (Same Location) and policy. Create two work order tasks (WOT) in the draft. Once the WOTs are moved to the 'Qualified (Pending Dispatch)' state, the tasks should be bundled using Dynamic Bundling and Dynamic Schedule the tasks automatically.
Flow Engine PRB1943894	Looping over records using 'built in iterator' is significantly slower than the normal GlideRecord iteration	Flow engine should take a similar amount of time to iterate over records and script or Java when no quiescing occurs, but run times are 16.8x - 73.6x slower.
Flow Engine PRB2001686	There's multiple queries to fetch a flow plan record	When the plan isn't cached, it takes two queries. When run again with the plan already cached, it takes only one query.
Flow Engine PRB2001694	Reduce multiple sys_flow_context select queries	In GlideRecord, before updating, it queries to get the DB state of the record to populate the 'previous' object for business rules. This can be avoided if 'fPopulatePrevious FromMemory' is set to true. It can be set by calling Glide​Record:​:​ set​Populate​Previous​ From​Memory.​	Create any simple flow. Execute it in background scripts. Observe that there is 'select query' before every update.
Flow Engine PRB2029887	Flow engine is ~200x slower than the equivalent script on 1000 elements, as eager Val.displayValue dominates input wrapping for large collections	A flow that takes a large ComplexObjectCollection as input executes ~200x slower than the equivalent Rhino background script doing the same work. For a 1000-element ForEach input, per-invocation wall-clock is ~143 ms (vs ~0.7 ms for the equivalent script). The slowdown scales with the input collection size; small inputs are affected less, but flows that pass large lists as input are heavily impacted even on the user-default execution path (reporting off, trace off). There's no functional break as the flow produces correct output, but the per-invocation cost is dominated by work that the engine never reads on the default path.
Flow Engine PRB2034134	'Require' statements throw a JavaScript exception error in Australia's Flow Designer
Flow Engine PRB2038121	Restore the Flow Engine FlowObjectDef cache	This removes redundant sys_hub_action _type_definition read per quick-action execution.
Flow Engine PRB2054195	The 'ForEach' iteration on GlideRecord does eager canRead checks on all the records		Create a subflow. Add a lookuprecords action on the sys_user table with active = true and a max count of 10. Add ForEach flow logic with the input as lookuprecords output. Add a log inside ForEach. In GRProxy, before starting the loop it internally loops over all the records in GlideRecord and collects sys_ids and skipped counts by doing a canRead check.
Flow Engine PRB2054201	Introduce a cache in FlowRecompileChecker	The eviction policy is too broad for execution settings in ProcessPlanCache. Any change to any execution setting evicts all plans but should only effect one. Instead, it should evict a process plan directly when its execution settings change.
Flow Engine PRB2062691	Action Fabric flow complexity is insufficient for pricing estimation exercises	The complexity_bucket attribute contains values grouped into bucket_0_10, bucket_11_50, and likely no other buckets.	Perform MCP requests on an instance with Action Fabric telemetry. View the Action Fabric telemetry via Clickhouse or logged data. Expected behavior: The exact complexity of the MCP flows are recorded. Actual behavior: The complexity_bucket attribute contains values grouped into bucket_0_10, bucket_11_50, and likely no other buckets.
Flows (Family Channel) PRB2054449	Refactor all occurrences of 'Now Assist' in Flow Designer, Action Designer, and Flow Diagram to 'ServiceNow Otto'
Flows (Family Channel) PRB2056022	Otto directive renaming for the call skill step plugin	The plugin name is being changed from 'Now Assist Skill' to 'AI Skill' (or 'AI Skill Step'). The step name is being changed from 'Call Now Skill Step' to 'Call AI Skill Step'. Also, the plugin and step description should be updated where applicable.
Global Ranking PRB2035527	Users aren't able to delete a scrum task from cross-scope		Navigate to Collaborative Work Management (CWM) Workspace. Open any board. Turn on the 'Story & Scrum' task. Add story & scrum tasks records to the board. Try to delete the scrum task. Observe that the shadow task is deleted but the actual scrum task isn't deleted. Refresh the board. Observe that the deleted scrum task reappears.
Hermes (Family) PRB2026691	TCP connection establishment and SSL handshake occur every minute	TCP connection establishment and SSL handshake occur every minute even when the health check is skipped under the 150-second threshold. The unnecessary overhead should be remediated.
Hermes (Family) PRB2026695	Identify and eliminate duplicate health checks where two Hermes services point to the same Hermes cluster	Normally, it'd be expected that Glide apps would use different bootstraps. Given the special condition, when the Kafka bootstraps are the same, it should avoid the duplicate connections/healthchecks between the 2 services.
Hiring Experiences PRB2031986	The 'Last Month' option under 'My job requests' in the hiring portal displays data of requisitions created in the current month	For the 'Last Month' filter in the hiring portal, the UI displays the current month record because it's using >= beginningOfLastMonth(), which pulls in June (this month) records too. The platform's native filter uses sys_created_onONLast month, which is properly bounded to just the previous month.
Hiring Experiences PRB2057166	GetRefRecord scoping bypass fix
Horizon Component Library PRB2052114	Replace the 'Sparkle' icon with the Otto Lottie animation in AI and loader experiences
Horizon Component Library PRB2052172	Suppress console statements so browser tools aren't flooded		View the 'Theme behavior' console output. The console output should only be logged when env = development.
Horizon Empty State Component PRB2050333	Update ai-general illustration	The sparkle illustration should use the new Otto logo instead.	Open an instance. Create a experience in UI Builder. Add an empty state component to the stage. In the config panel, locate the illustration property. Select AI general from the drop-down list. Expected behavior: The empty state shows the Otto logo. Actual behavior: The empty state shows sparkles.
Horizon Icon Component PRB2032851	Add the Otto icon to the library		Navigate to an instance. Create a experience in UI Builder. Add a now-button-iconic component to the stage. In the configuration panel, locate the drop-down list for the icon property . Search for 'sn-sparkmoji-logo'. Expected behavior: See the new Otto logo. Actual behavior: The icon is missing.
Horizon Icon Component PRB2050318	Update all 'Sparkle' icons	Icons with the Otto logo should be shown instead.	Open an instance. Create an experience in UI Builder. Add a now-button-iconic component to the stage In the config panel, locate the icon property. Search for an icon. Expected behavior: Icons with the Otto logo are shown. Actual behavior: Icons with sparkles are shown.
HR e-signature PRB2035247	RCA for Content Experience	Specifically, eesign for getRefRecord directive.
HR Service Delivery PRB2014389	RCAs are generated for 'Populate Manager Reportee Count Using Eligible Users' and 'Employee​Hub​Org​ Chart​Reportee​Util​SNC'	During nightly test case execution, two RCAs are generated for the new scripts: - sys_script_include _a302f8807873 f250f877079523d275e1 and - sysauto_script_ 33a5e72453f7 b210f2ebff c230e5e69d. It is causing test failures.
HR Service Delivery PRB2021314	The Cancel UI action in an HR case checks for 'mandatory' after the case is canceled	The Cancel UI action is invoking hr_CaseAjax.cancelAction(). In this function, state and work notes are updated from the server script. Inside the callback function, there's g_form.save(), which checks the mandatory and saves the form. If the data is already saved from the server script, the system shouldn't check the mandatory.
HR Service Delivery PRB2035482	getRefRecord updates to Australia
HR Service Delivery PRB2052205	In Australia and Zurich, RCAs generated in HR Core and HR Employee Relations must be added back to track/HR
HR Service Delivery PRB2052632	The header_config_* fields are missing from the sn_hr_core_service table in Zurich and Australia	header_config_* fields missing from sn_hr_core_service table in Zurich and Australia.	Open a Zurich or Australia instance with the sn_hr_core and EC Core plugins installed. Observe that the header_config_* fields are missing from the sn_hr_core_service table.
Identification and Reconciliation API PRB2028002	Fix three dynamic IRE UI messaging and wording issues and the system properties in the update folder
Identification and Reconciliation API PRB2034883	Users can add or edit identification rules for hardware's child classes while dynamic IRE is enabled	If dynamic IRE is enabled, users shouldn't be able to see or edit identification rules on the hardware hierarchy.	Enable dynamic IRE. Navigate to hardware or any of the child classes. Observe that static rules are displayed and editable, even though dynamic IRE is enabled.
Identity PRB1964703	A federated ID isn't generated for all the users in the instance	There's also instances where a federated ID isn't generated for some users even when they have a unique user_name and email.
Inbound API Integration Usage Framework PRB1988771 KB3082116	IPAccessListFilter handling for malformed IP addresses	Inbound REST API calls coming through proxy servers (x-forwarded-for header with multiple IP's) or malformed IP address can sometimes fail in Zurich and Australia instances.	Refer to the listed KB article for details.
Inbound API Integration Usage Framework PRB2034837	Record data egress usage for integration requests	This is a product update.
Inbound API Integration Usage Framework PRB2034838	Domain separation support for Inbound API Integration Framework	This is a product update.
Innovation Management PRB2055588	GetRefRecord scoping bypass for app-ppm
Innovation Management PRB2055611	GetRefRecord scoping bypass for app-common
Install Base Management Store PRB2059577	Install base items and sold products should support RAC fallback mechanism	The functions _skipFetchEntities and getQRfallbackRoles should be overridden in CSMRelationshipServiceSNC in CSMRelationshipService _InstallBaseRelatedParty to allow this fallback mechanism.
Instance Clone (Family) PRB2032595	Deactivate the 'Target Instance Validate' business rule (BR) on an instance table to support OAuth-based authentication of clone targets from the Clone Admin Console		On any Australia instance, add a target instance through the Clone Admin Console. The instance is inserted into the table post-successful authentication, but there's an unnecessary BR that runs the authentication again to validate it. This BR was used in the legacy version of the clone and isn't required with the Store app.
Instance Clone (Family) PRB2051479	Clone cleanup script fixes
Instance Clone (Family) PRB2051483	In Clone Admin Console, declare v.2.2.4 to ensure that OAuth is used
Instance Data Replication (IDR) PRB1940978	There's many IDR-DCTComparisonJobs on an instance	This is likely only a cosmetic issue and not hurting performance. Instances have at least one IDRDCTComparisonJob per node, which seems excessive. For instances with many nodes, this ends up being the majority of IDR jobs. There's only a few consumer jobs per instance (not per node).	On an instance running a version lower than Australia and configured with multiple nodes, open the sys_trigger table. See if there's multiple IDRDCTComparisonJob records present.
Integrated Email Client PRB2051938	A Now Assist reference in Email Client must be changed to Otto	This is a product update.
Integration Hub PRB2056938	Rename the 'Now Assist for Spoke Generation API Support' Glide plugin
Integration Hub Spokes PRB2053392	Users can recover box webhook HMAC signing keys via timing oracle on JavaScript == comparison and forge events to trigger arbitrary subflows	This is a product update.
JVM at Scale PRB2032235 KB3078521	Memory watcher isn't logging active transactions in the Australia release		Refer to the listed KB article for details.
Knowledge Graph (Family) PRB2016914	Update the structure to keep the Knowledge Graph configuration file in the same folder as the released description version and dynamic configuration for the Install Server URL
Knowledge Graph (Family) PRB2052948	Implement batch insert logic for affinity jobs to improve insert latency	This is a product update.
Knowledge Management PRB2022138	getRefRecord() scoping bypass update	It must ship an RCA for HR tables for the knowledge scope sn_km_gen_ai.
Knowledge Management PRB2031464	The Knowledge Base Article (KBA) is text not visible in the workspace	This issue occurs with custom templates that contain fields of mixed data types like HTML, string, date.	Create such a template with mixed data types. Create an article fill, and fill non-HTML field as well. Insert a block in one of the fields. Save this article. Attempt to searching this article on 'SOW/CSM/KC'. Select the article Notice that it will open the kb_view page of the article, and renders the article content as empty.
Knowledge Management PRB2033473 KB3144003	An article title isn't displayed in the Knowledge Article print view (sysparm_media=print) from Service Portal on the Australia release	An article title isn't displayed in the Knowledge Article print view (sysparm_media=print) from Service Portal on the Australia release due to a JavaScript error in KBViewArticle.jsdbx, while it works as expected in Zurich.
Knowledge Management PRB2054012	Rename app-common 'Now Assist' to Otto
Knowledge Management PRB2054937	True up Store apps NAKM, KC, KCInWorkspaces and ECE	This is a product update.
Knowledge Management PRB2058947	Update versions for the base instance Knowledge Management apps to include Australia and Zurich fixes
Knowledge Management PRB2060905	Updating versions for the base instance Knowledge Management apps to include Australia and Zurich fixes	There are fixes in app-knowledge-center, app-knowledge-gen-ai, app-kb-uib, and sn-enhanced-content-editor.
Legal Digital Forensics PRB2036701	Add the needed RCA as part of the getRefRecord() scoping bypass directive changes
Legal Hold Notification PRB2055600	Add the needed RCA as part of the getRefRecord() scoping bypass directive changes
Legal Matter Management PRB2036702	Add the needed RCA as part of the getRefRecord() scoping bypass directive changes
Legal Request Management PRB2036703	Add the needed RCA as part of the getRefRecord() scoping bypass directive changes
List Administration PRB2030898	The 'Selected stage' icon isn't applied when WorkflowIcons has already assigned a default icon		Open the latest Australia instance. Open an articles list in Knowledge Center. See that workflow states are displaying as 'No workflow stages available'.
List Administration PRB2044745	Now-record-list-connected sends encodedRecord as {} instead of ''	The variables contain 'encodedRecord': {} (empty object). It's treated as a non-empty, non-nil value, so the advanced qual is evaluated against an empty 'current' and wrong/empty results are returned. This is reproducible across base instances, but works correctly in Classic UI16.	In a workspace (for example, CSM/incident), open an incident record. From the right sidebar, select Create Template. Select + to add a field. Add a reference field that uses an advanced/dynamic reference qualifier referencing the 'current' object. Open the picker ('Search for Record'). Inspect the getReferenceListLayout / now​Record​List​Connected​Reference GraphQL call. Expected behavior: EncodedRecord is '', so the advanced/dynamic qualifier is correctly skipped when no 'current' is available. This matches the UI16 template behavior. Actual behavior: The variables contain 'encodedRecord': {} (empty object). It's treated as a non-empty, non-nil value, so the advanced qual is evaluated against an empty 'current' and wrong/empty results are returned.
List Administration PRB2053781	The new AI list badge in UI16 breaks list cell content wrapping
List AI Indicators PRB2051786	The horizontal scroll for AI-tagged items in the groupedBy list is broken	When the user scroll to the right, the field isn't visible.
List AI Indicators PRB2055051	Update the Otto indicators in seismic workspace lists	This is a product update.
List AI Indicators PRB2055052	Update the Otto indicators in UI16 lists	This is a product update.
Manager Hub PRB2054008	In Manager Hub, add a null check when using getRefRecord()
Mentoring PRB2056277	getRefRecord() scoping bypass for mentoring
MID Server PRB2063491	'LinkedHashMap$Entry' objects connected to the LRU take a couple MB	These objects are from 'ecc_​queue_​authorization_​policy'.​	Open a local instance. Connect to the MID Server. Create a heap dump. Notice that entries of 'LinkedHashMap$Entry' for ecc_queue_authorization_policy have over 3MB for each entry.
Mobile Experience for Field Service Management PRB2053984	Backport getRef changes to Field Service Management (FSM) Mobile
Mobile Platform PRB2033559	Add a null check for using getRefRecord() in the script include	Enforce cross scope access restrictions when using Glide​Element​Reference.​ js​Function_​get​Ref​Record()​.​	Create two scoped apps: App A and App B. In App B, create Table B with caller restriction turned on. In App A, create Table A with a reference field pointing to Table B. Don't grant RCA access from App A to Table B. Insert a record in Table A referencing a record in Table B. From the App A script, call current.​ref_​to_​b.​get​Ref​Record()​.​ Expected behavior: Access is denied, null is returned, and a violation is logged. Actual behavior: The call returns a valid record instead of null.
Mobile Platform PRB2039101	A device pin on mobile devices can't be turned off for Government Community Cloud (GCC) users		Log in to a mobile device for a GCC instance. Note that the device pin is turned on. See that changing the device encryption enabled property doesn't turn off the pin.
Mobile Studio PRB2034896 KB3085639	sn_maib app fails to auto-upgrade when installed	This is due to an incorrect app_id declaration in the oob-app properties file.	Refer to the listed KB article for details.
Multi-Instance Framework - Core PRB2063884	MIF Hermes doesn't refresh the cluster configuration when the local hermes_cluster_config has no primary or after a datacenter-rule change, causing stale/failed cluster resolution for remote owners	When instance A sends a MIF async message to instance B, it needs B's Hermes cluster details (datacenter + Kafka bootstrap servers). A keeps a saved copy in the hermes_cluster_config table and reads it in Hermes​Producer​Client.​get​Cluster​Info​Set.​ Today that method only calls B's live endpoint (/api/now/hermes _cluster_info, tier-2) when A has no saved rows for B. Two gaps result: 1. Saved rows but no primary — if A has rows for B where no one is is_primary_for_service=true (scenario like only a single non-primary cluster row), the method does not refresh. And method ensure​Topic​Location​For​Instance(String owningInstance) then finds primaryCluster == null and the send fails with 'No primary cluster found'. 2. Stale rows after a datacenter change — if a MIMIR rule change moves B's cluster to a new DC, A's saved rows are outdated but still look complete (they have a primary), so tier-1 returns them and A never re-discovers → messages Navigate to the old cluster.	Verify that Instance A has a saved Hermes cluster rows for instance B (service MIF-Hermes) pointing to B's old datacenter, or a single row that isn't marked primary. Send a MIF async message from A to B. Expected behavior: A resolves B's current cluster details and sends to the correct datacenter. Actual behavior: A uses the old/incomplete saved config and sends to the wrong datacenter, or fails with 'No primary cluster found'.
Multimodal Service (Family Channel) PRB2051440	On-demand MMS submission fails	The issue occurs on instances where the multimodal service URL is configured via sys_service_endpoint instead of the system property.	Open an instance with the MMS plugin active. Leave glide.​platform_​mm_​service.​service_​url empty. Configure the Multimodal service endpoint via an active sys_service_endpoint record. Confirm that the batch/scheduled MMS job reaches the service. Observe that it resolves the URL from sys_service_endpoint. Call new MultimodalServiceUtil() .​submit​On​Demand(attachment​Sys​Id,​ query). Observe that the on-demand MMS submission fails.
Next Experience Unified Navigation PRB2019091	If beyond the 5MB limit, a localStorage limit blocks headerMenuItems from being cached		Open an instance with thousands of apps and tens of thousands of modules, enough to make the menu payload be over 5MB. Clear the caches and refresh the page. Notice that the menu request is made on each load because the object isn't cached due to being too large.
Next Experience Unified Navigation PRB2053821	Update to Otto branding in Next Experience	This is a product update.
Now Assist in Virtual Agent PRB2056609	Change the Knowledge Graph (KG) defaults in NAVA and Now Assist Portal	Today, the KG default is User NLQ graph. That should be changed so the defaults are: In Now Assist Virtual Agent for natural language query, change the graph to Enterprise Graph (Small) and select the tag as 'VIRTUAL AGENT DEFAULT TAG'. In Now Assist Panel for natuaral language query, change the graph to Enterprise Graph (Small) and select the tag as 'NOW ASSIST PANEL DEFAULT TAG'.
Now Assist Nextwave Experience PRB2059502	Add sys_props for caching in sys_og_conversational _cache_configuration	If props are enabled on the instance, that should be reflected via cache service instantly.
Now Assist Nextwave Experience PRB2061245	SessionController shouldn't try to refresh AuthorizationInfoBundle, as this is done in the Glide handshake process	When a topic execution is initiated, the conversation ID isn't available in certain Glide log entries' context maps, which complicates troubleshooting across different trace IDs instead of a unified conversation ID. The conversation ID should be available in the cache and topic execution context map in the syslog table.
OAuth PRB2018183	The unallowed system property glide.oauth. jwt.token_request .honor_claim_keys is included in an upgrade payload, resulting in a misleading 'skipped' upgrade log entry	During a Zurich upgrade, the system property glide.oauth. jwt.token_request .honor_claim_keys (from com.​snc.​platform.​security.​oauth)​ appears as a skipped entry. This property is not allowed by design and therefore never loaded into sys_properties on user instances.	Navigate to All > Upgrade Center > Upgrade History. Open the record of upgrading in Zurich. Select the Skipped Changes to Review tab. Select the skipped record for sys_properties_ 107762282f223210 3698319c003f9b2f.xml.
OAuth PRB2052671	Support to create an OAuth entity record within the caller scope	This is a product update.
On-Call Scheduling PRB1975559	On-call contact information isn't visible for some users for some attempts	This issue only occurs when logged in as a user.
On-Call Scheduling PRB2034496	In a SMS action in a the subflow 'On-Call', the 'Check Assignment Response' doesn't use Notify	The 'On‑Call: Check Assignment Response' flow uses the legacy SMS send action instead of the Notify‑based SMS action.
On-Call Scheduling PRB2039960	The NotifyUtils check for notification devices should return empty when the ACL check is successful
OneExtend PRB2041342	AI Summary card stays in perpetual loading state	This issue occurs for some Business Application records using the Record Summarization capability. There are no LLM calls and no errors.	Navigate to APM Workspace. Open a Business Application record. Observe that the AI Summary card stays in perpetual loading. Check sys_generative_ai_log. Observe that there's no LLM call logged for this request. Check syslog. Observe that there's no errors; the full pipeline completes with cache HIT. To compare with a working BA record, navigate to service-​now.​com/​now/​apm/​application-​rationalization.​ Select the Now Asisst icon on business apps. Observe that the summary is generated. It generates LLM calls and renders correctly.
OneExtend PRB2056745	Guardian preprocess flow resolves getGeoRoutingDetails() multiple times per request in NowLLMIntegration GuardianProvider	NowLLMIntegration GuardianProvider. shouldUseGatewayService() and addLLMGatewayRoutingHeader() each independently call through to GeoRoutingServiceImpl .getGeoRoutingDetails() > resolveGeoRoutingDetails(). ShouldUseGatewayService() itself is invoked from multiple call sites across a single request's lifecycle (transformRequest, generateTrustBuilderInputs, tryLogTrustBuilderResults, and twice within getUrl()). None of these calls are memoized, so resolveGeoRoutingDetails() re-executes its full resolution logic (potentially including the licensing entitlement API call) on every invocation within the same request, even though the underlying geo-routing state can't change MID-request.	Trigger a Guardian moderation request that routes through NowLLMIntegration GuardianProvider (LLM_GENERIC_ SMALL_MODERATIONS model). Trace/log calls into GeoRoutingServiceImpl .resolveGeoRoutingDetails() (or set a breakpoint) during a single request's transformRequest()/getUrl() lifecycle. Observe that resolveGeoRoutingDetails() executes repeatedly (up to six times found via code trace) instead of once per request. When the 0$ SKU entitlement isn't active, each of these calls re-invokes the expensive isEntitlementActive WithLicensingAPI() licensing call, since resolveGeoRoutingDetails() has no per-request memoization. Only the underlying getGeoRoutings() /getGeoRoutingConfigs() cache calls are cached via ADomainAwareCache.
OneExtend PRB2056991	Log reasoning tokens for 3P providers and Now LLM	A new field, reasoning_token_count, naming is aligned to existing token fields. The field is added to the GenAI log table. The field is populated for reasoning-capable models across all supported providers. For non-reasoning models, or when a provider returns no reasoning count, the field defaults to zero (documented) rather than null-ambiguous. A single, documented convention is applied to stored token values: store the provider's raw output_tokens and reasoning_tokens separately such that reasoning_tokens ≤ output_tokens, allowing it to derive answer-only tokens as output − reasoning. Existing consumers of the log are unaffected, and total-token reconciliation still holds.
OneExtend PRB2057127	Multiple GenAI logs are created in skill chaining execution	OneExtend Execute and ExecuteSecure are missing the offGlideChainingEnabled flag.	Execute a skill chaining. Observe that the Generative AI logs are created two times.
OneExtend PRB2059503 KB3142021	Summarization records aren't displaying a proper response	Incident, Change, Case summarizations are failing with errors when users select the Summarize button: 'Summarization could not be completed because access to the base table Case was unsuccessful'. Error logs: 'Error sending to unified_short_url_active_1...Status 500 - [Internal Server Error] [{'success':​false,​'status​Code':​429,​'message':​'Too many concurrent data insert operations in progress - additional rebuild request being ignored',​'timestamp':​'2026-​07-​17​T07:​00:​17.​752637494​Z',​'results':​{}​}​]​'.​	Refer to the listed KB article for details.
Operational Technology Visibility PRB2031853	getRefRecord() scoping bypass for Operational Technology (OT) core and OT Service Management
Performance Analytics PRB1802682	The score for average duration of a DB view is incorrect when compared with the list view for both data snapshots and classic Platform Analytics (PA)	A Glide record sets a default value of '0' for null values. Classic PA uses the Glide record.	Turn on data snapshots for the indicator in incident SLA DB view. Ensure to remove any scripted breakdowns. Add 'AVG of Business Duration' with units as 'Time'. Run data collection for both data snapshots and classic PA. Compare scores. See that classic PA shows 11 hours 28 minutes, data snapshots shows 8 hours 35 minutes, and list view shows 20 hours 40 minutes.
Performance Analytics PRB1949829	Breakdown elements aren't displaying consistently on the 'workbench' widget	On the 'workbench' widget, all the elements are displaying for a breakdown when the Timeseries field has a value and the value of the property 'com.snc.pa. scorecard.breakdown. chart.max_rows' hasn't been changed.
Performance Analytics PRB2032037	The Platform Analytics dashboard filters ignore Element Security Lists and display 'Nothing is available'	If the user sets up an Element Security List for a breakdown source that's used as a filter in a Platform Analytics dashboard, the filter shows 'Nothing is available'. This happens even though the user has valid access to the dashboard and the underlying data.
Performance Analytics PRB2035061	Core UI widgets render blank data for fiscal and business calendar indicators	Highcharts has been upgraded from version 10.3.3 to 12.3.0. As part of this upgrade, some legacy Highcharts utility methods used by the Core UI dashboards (legacy pa_dashbaord) and widgets have been deprecated or replaced in the newer version. Any usage of older Highcharts APIs or utility methods should be reviewed and updated to use the latest supported alternatives available in Highcharts 12.3.0.	On any instance in (or after) Australia's build, create any indicator source with: Standard calendar > fiscal quarter or fiscal year Create the indicators with these sources and run data collection jobs to populate scores. Navigate to KPI Details/Analytics Hub with these indicators and make sure that the charts are visible. Create core UI widgets and link the with the newly created indicators. Create a core UI Dashboard and add the widgets. Expected behavior: The same data as shown in the Analytics Hub is to be rendered. Actual behavior: All the business calendar or fiscal calendar indicator widgets render blank data.
Performance Analytics PRB2050693	injectWidgetContent re-executes already-loaded scripts via document.body.appendChild, causing a widget regression	injectWidgetContent in canvasUtils.js strips all <script src> tags from the widget HTML and re-injects them via document.body.appendChild. For scripts already loaded at page render time via Jelly <g:requires>, this causes re-execution, which corrupts initialized state and breaks widget functionality.
Performance Analytics PRB2054497	Data snapshot indicator charts fail to render	It can't encode an object during JSON serialization.	On an Australia instance, open any dashboard with a data snapshot indicator chart. Observe that the chart fails to render. Check the server logs for: ''Cannot encode object' / JsonMappingException through reference chain: LinkedList[0] -> Data​Snapshots ​Data​Service$1['response']​'.​
Platform Analytics Component API PRB1961798	Records aren't deleted from report stats or the 'Visualization metadata' table
Platform Analytics Component API PRB2021236	In an instance migrated to Australia, reports display Name = None for non-global domains	When a instance with core UI reports is migrated to Australia, any reports that aren't in the global domain don't have the name set.
Platform Analytics Component API PRB2031447	A data visualization type is duplicated post-Australia upgrade	When in the Platform Analytics > Library > Data Visualization > Landing page under the 'Count' section, and putting a filter with the condition type as 'single score', there are duplicate values in the total.	All > Platform Analytics > Data visualization. Try adding a filter on the Type fiel. While adding a filter condition, observe it has more than one single score.
Platform Analytics Component API PRB2037528	In Australia, data visualizations created by non-admin users aren't visible by that user on the 'Overview' page under Quick Access > Created by me		On an Australia instance, impersonate a non-admin user. Navigate to Platform Analytics > Data Visualizations > Library. Select Create data visualization to create a data visualization (any type, any data source). Navigate to Platform Analytics > Data Visualizations > Library > Overview. Under 'Quick Access', select Created by Me. Observe that the data visualization doesn't appear. Repeat the same as an admin user. Note that the visualization does appear.
Platform Analytics Component API PRB2039912	'vertical_bar' is displayed in the value format on the data visualization library page		Turn on the v_table property to see Core UI reports in the data visualization library. Search for 'Top 15 most helpful articles'. Check the type of the report. Expected behavior: The type should be 'Vertical bar'. Actual behavior: The type is 'vertical_bar'.
Platform Analytics Component API PRB2040129	Optimize the reparenting script		Upgrade a Zurich instance to Australia. Navigate to the dashboard/data visualization library page. Expected behavior: Dashboards/data visualization are there in the library page list. Actual behavior: Dashboards/data visualization aren't shown in the library page list.
Platform Analytics Dashboard API PRB2037426	scoreType is forced to 'latest' for non-aggregate indicators due to an undefined aggregateIndicator check	When a visualization widget uses a classic indicator (sourceType: 'indicator') with applyDateRange enabled, the scoreType property is incorrectly forced to 'latest' even when the metric is not an aggregate indicator. This happens because the aggregateIndicator check in the scripted policy evaluates 'undefined !== ''' as 'true', even though the metric object doesn't have an 'aggregateIndicator' property at all. The user loses the ability to select other score types (sum, average, etc.) for non-aggregate indicators, and any previously configured scoreType value (for example, 'sum') is overwritten to 'latest'.	Add a single-score (or any visualization that uses the shared date-range policy) widget to a dashboard. Configure it with a classic PA indicator data source (sourceType: 'indicator') that isn't an aggregate indicator (for example, 'Number of new requested items'). Enable 'Apply date range' (applyDateRange: true). Set scoreType to 'sum' (or any value other than 'latest'). Open the widget configuration again. Expected behavior: The scoreType remains 'sum' and all score type options are available in the drop-down list. Actual behavior: The scoreType is forced to 'latest' and the drop-down list is inactive.
Platform Analytics Dashboard API PRB2038900	Platform Analytics Release (PAR) dashboard's saved filters drop on 'GET' (200, empty filters) when a referenced saved/library filter is unresolvable (deleted or cross-domain)	Filters​Service.​remove​Invalid​Filter (inline path) had a guard that returned '' whenever availableFilters.size() didn't match the layout's filter-component count. getAvailableFilters can't resolve a stored_component whose par_component_filter record is deleted or domain-invisible, so a single unresolvable reference caused all of the dashboard's saved filters to be discarded for every user. The PUT path does no validation and saves correctly; only the GET-time validation drops them. On domain-separated (MSP) instances, this is easily hit because dashboards in user sub-domains reference global saved filters.
Platform Analytics Dashboard API PRB2039418	List migration logic should be added for the highlighted values config	When the user upgrades, the corresponding properties should be migrated to the new list visualization.	On a Yokohama instance, create a list-simple visualization. Enable fetchHighlightedValues. Add some highlightedvalueconfigid to the list-simple visualization. Upgrade to Zurich, Australia, or Brazil. Observe that the corresponding properties are migrated to the new list visualization.
Platform Analytics Dashboard API PRB2050123 KB3131331	GlideClearDashboardCache is undefined in Australia, causing four business rules (BR) to fail on every Platform Analytics (PA) dashboard save and widget loss and save failures	The Java class GlideClearDashboardCache (com.snc.par. dashboards.glide.script. ClearDashboardCache, annotated @GlideScriptable) isn't registered in the Rhino scripting scope. The class is present in the com.snc.par.dashboards OSGi bundle JAR, but isn't accessible as a Rhino scriptable — typeof GlideClearDashboardCache returns undefined. Four business rules in com.snc.par.dashboards call this class with no try/catch on every INSERT, UPDATE, and DELETE against par_dashboard, par_dashboard_canvas, par_dashboard_widget, and par_dashboard_permission. When a user saves a PA dashboard, these BRs throw RhinoEcmaError: 'GlideClearDashboardCache' isn't defined (logged as WARNING in the node log, firing 14+ times per transaction). Two failure modes: (1) dashboard save fails with 'Your dashboard could not be saved', or (2) save succeeds but in-memory cache not flushed — stale canvas layouts cause widgets to disappear from tabs on subsequent loads.
Platform Analytics Dashboard API PRB2050660	Par_dashboard_tab records are created unintentionally when a non-admin user accesses an inactive dashboard	When a non-admin user accesses an inactive (deactivated) Platform Analytics dashboard through the workspace URL, one or two new par_dashboard_tab records are created unintentionally.	Impersonate a user. Navigate to Platform Analytics > Library > Dashboards. Create a dashboard without any dashboard tabs. Open the dashboard record using a URL like 'https:​/​/​<instance-​id>​.​service-​now.​com/​par_​dashboard.​do?​sys_​id=​<sys_​id>​'.​ Clear the Active option. Update the record. As the same user as step 1, access the dashboard via a URL like 'https:​/​/​<instance-​id>​.​service-​now.​com/​now/​platform-​analytics-​workspace/​dashboards/​sys-​id/​<sys_​id>​'.​ Check par_dashboard_tab. Expected behavior: The par_dashboard_tab doesn't have a record for the test dashboard. Actual behavior: Once the user accesses the inactive dashboard, one or two new par_dashboard_tab records are created unintentionally.
Platform Analytics Filters PRB1993721	A dashboard's Year to Date (YTD) filter fails to apply on a list unless it's reset	A dashboard's YTD filter doesn't consistently apply the correct date range to list widgets, resulting in incorrect list results until the YTD filter is manually cleared or reset.
Platform Analytics Filters PRB2021606	An interactive filter can be cleared via a double click even when the 'Allow User to Clear Filter' option is turned off	Users are able to clear the applied interactive filter by double-clicking the selected filter value even when the 'Allow user to clear filter' option is turned off in the filter configuration and clear filter option isn't appearing. Additionally, when multiple interactive filters are configured with filter interactions/dependencies, the dependent filters still display the option to clear the filter. This behavior creates inconsistency with the expected functionality of the 'Allow user to clear filter' setting, as users are still able to clear filters through alternate interactions.	Create a dashboard. Add a visualization with an interactive filter. Configure the interactive filter to turn off the option 'Allow user to clear filter'. Apply/select a filter value on the dashboard. Observe that there's no 'Clear filter' option. Double-click the selected filter value. Observe that the filter is cleared even though the clear option is turned off. Configure another interactive/dependent filter. Observe that the dependent filter still displays the option to clear the filter. Expected behavior: When the 'Allow user to clear filter' option is turned off, users shouldn't be able to clear filters through any UI interaction, including double-click actions or dependent filter interactions. Actual behavior: Filters can still be cleared through double-click interaction and dependent filters display clear filter options despite the setting being turned off.
Platform Analytics Filters PRB2031107	The 'Allow user to clear filter' option isn't auto-checked in the filter designer		Configure one single select, one multi select, and one date filter type separately from filter designer. Add a source if needed, based on the filter type. Save the filter. Open each filter. Check the 'Advanced' option. Expected behavior: The 'Allow user to clear filter' option should be auto-checked. Actual behavior: The 'Allow user to clear filter' option isn't auto-checked.
Platform Analytics Filters PRB2031506	The 'Follow' filter toggle option is missing in a cascading filter		Create a Next Experience dashboard. Add two filters, one on sys_user_group and another on sys_user. In the configuration panel of the filter on sys_user, check the 'Follow other' filter section. Expected behavior: The filter on sys_user has the option to follow the sys_user_group filter. Actual behavior: No available option is displayed.
Platform Analytics Migration API PRB2034116	Upgrading from Yokohama to Zurich causes all pa_widgets to be migrated after upgrade	The pa_widgets table doesn't have an active field.
Platform Analytics Migration API PRB2037846	The Migration Center summary count doesn't match the list count for fully migrated dashboards	The Get Migration Summary Scripted API needs to be updated so that it calculates the total number of migrated dashboards in the same way as the Migrated List.	Scenario 1: Create a few Core UI dashboards. Migrate them. Navigate to the PAR Dashboards table. Delete one or more migrated dashboards. Observe that the Migrated List count and the Summary count don't match. Scenario 2: Create a Core UI dashboard containing a Dynamic Content widget. Migrate the dashboards. Navigate to the par_coreui_migration _bridge_dashboard table. Remove the record(s) associated with the dashboard that contains the Dynamic Content widget. Observe that the Migrated List count and the Summary count don't match.
Platform Analytics Migration API PRB2057808	Remove unified User with elevated privileges only	Removing the write for User with elevated privileges only for the com.glide.par.unified _analytics.enabled property.
Playbooks (Family Channel) PRB2025987	A user can't view a playbook without record create access
Playbooks (Family Channel) PRB2034002	There's canLaunchPlaybook and launchPlaybook inconsistency for run strategy	can​Launch​Playbook(enforce​Run​Strategy=​true)​ returns true but the subsequent launchPlaybook call throws PlaybookInvalidInputException: 'The playbook specified can't be launched because of its run strategy for the same playbook and parent record'.
Playbooks (Family Channel) PRB2052473	The getPlaybookContextParentRecord API should be exposed as scriptable	The Playbook MCP tool code doesn't use the existing API get​Playbook​Contexts​ By​Parent​Record to launch and continue playbook execution. This API internally handles all validation and permission access, which results in duplicate logic. The current java API should be exposed as a scriptable API to use at Playbook MCP tool.	Add any compatible playbook as MCP tool. Try to launch playbook through the Claude client. Observe that it launches playbook, but it uses custom logic to validate access and permission.
Playbooks (Family Channel) PRB2052669	'Completed By'/'Completed On' for activity contexts	This is a product update.
Portfolio Planning with PPM, Agile 2.0, and SAFe PRB2055648	GetRefRecord scoping bypass for app-apw-internal-int
PPM Standard PRB2037975	Relax RIDAC table business rules	This is a product update.
Process Mining PRB2022864	Users are unable to edit access for Now Assist creator's 'Work Notes Analysis' skill		Navigate to a Zurich instance. Impersonate any admin user. Navigate to Now Assist Admin. Open Creator > Skill > Work Notes Analysis. Try to add an extra role beside the given role. Expected behavior: The user should have edit permission to edit. Actual behavior: The user is unable to edit permissions.
Process Mining Workspace PRB2007466	When feedback given by user is changed and navigates to another UI, on a revisit, the Feedback button switches from the previous state to new		Generate highlights for any of the findings on a mined project. Submit feedback via the icon. Navigate to any other page or open any other finding. Navigate back to the same highlights and make a thumbs down. Expected behavior: Feedback shouldn't be switched back and forth. The new state should be preserved even if the user navigates to other screens. Actual behavior: When the user comes back to the finding where feedback is given, the feedback is switched from the previous state to the new state.
Process Mining Workspace PRB2024798	Summary top banner metrics isn't displaying until the project is reopened or the page is refreshed
Process Mining Workspace PRB2029472	The Intent and activity analysis button is enabled on findings without process configuration		Don't configure intent and activity analysis on process configuration. Navigate to the 'Summary and insights' page of the mined project. Open the findings in the 'Opportunity details' page. Select the Investigate tab. Observe that intent and activity analysis is turned on. It should be turn off without the proper configuration.
Process Mining Workspace PRB2030093	Re-triggering 'Generate highlights' after an error displays no loading indicator or feedback that a process is running		Navigate to an improvement opportunity with a high number of records (~30k). Attempt to generate highlights. Observe that an error is displayed. After the error, select Generate highlights again. Expected behavior: The UI should go into 'progress' mode, before displaying the result/error. Actual behavior: No loading indicator, spinner, or any visual feedback is displayed to the user to indicate that a process is running.
Process Mining Workspace PRB2030109	An errored scheduled task leaves the component stuck at 'Loading contents...' indefinitely		Navigate to an improvement opportunity with a high number of records (~30k). Attempt to generate highlights. Observe that the scheduled task errors out, and that the highlights component remains stuck displaying 'Loading contents..' indefinitely and never surfaces the error state to the user. The loading message should be replaced with an error message.
Process Mining Workspace PRB2050830	Wipe out promin_metered _usage_data across non-prod and rely on the Glide non-prod/prod property, not on the Open/Closed property	When users clone production to a sub-prod instance, the sub-prod promin_metered _usage_data table is wiped and replaced with prod's data, so sub-prod reflects a copy of prod rather than real usage. When users clone prod to several sub-prods at once, each carries prod's usage table. Subscription Management's flat aggregation then counts the same prod records once per instance, so reported usage scales linearly with the number of sub-prods a customer maintains, independent of actual mining behavior.
Process Mining Workspace PRB2052878	Otto directive for process mining	The Otto rebrand should be completed for work notes analysis, intent and activity analysis, process highlights, generate process config with AI, and playbook mining.
Project Management PRB2006929	Deleting a project task with MS Project creates an orphaned resource request		Log in to any instance. Open the new Project Workspace. Select the New button to create a project. Select the menu button (...) > Import from MS project. Upload a MS Project schedule. Create a resource request for Project Tasking. Navigate to the resource module as the resource manager and approve the task. As the project manager, delete the task in the MS Project schedule. Return to the project record. Re-upload the updated MS Project. Expected behavior: The reupload of the schedule isn't permitted because of the related record or if it does allow the reupload, it should cascade the delete to the related records. Actual behavior: The resource manager can still see the resource request, but the task name is blank.
Project Management PRB2023802	The PowerPoint export service loses the connection	The export functionality is broken. When using the export feature, it displays 'Unable to complete request'. There are no log entries available for this error message. In order to exclude issues with the built-up service, there are regular pings every 15 minutes from the instance to the backend service, but those pings stop at the end of the day. After manually updating the entry in sys_service_endpoint, the pings start and exporting to PowerPoint is available.
ReleaseOps - Family PRB1951541	update_set_admin needs access to 'Promote Update Set'	The UI action condition currently requires the admin role, but should allow for both 'admin' and 'update_set_admin'.	As a user with role update_set_admin (and not admin), complete an update set. Expected behavior: ThePromote Update Set UI action is available. Actual behavior: It isn't available.
Reporting PRB2040639	Require authentication on a scripted rest API reporting_alias
Reporting PRB2058918	Logging when there's an RVACL exception doesn't work for visualizations and only for Core reports	Glide.rest.debug = true can't be set on instances, so it needs a dedicated sys property to allow RVACL exception logging for the failed path. Only Core UI reports are tracked in the code and not visualizations.
Request Management PRB2050782	An approval summary displays the incorrect attachment	In Service Operations Workspace (SOW), attachment records displayed on approval records are inconsistent with the actual request item. When multiple request items contain attachments with the same file name, SOW resolves and displays the attachment from a different record (incorrect sys_id). The attachment file name appears correct, but the underlying file content belongs to a different request item. This behavior isn't reproducible in Classic UI, where attachments are always correctly associated with the respective record. The issue doesn't occur when the attachment file names are unique.
Scheduled Jobs PRB2015240	Create a guard rail to protect the scheduler against misconfigured nodes to avoid impact to critical jobs	Misconfigured nodes can severely impact the job scheduler, causing business critical jobs to not get executed.	On a two (or more) node cluster, configure one of the nodes to have schedulers=any and participation=standby. Create 1000 pinned jobs with priority=100 and pin to that node. Wait a few minutes. Observe that both this node's and other nodes' pinned jobs with priority>=100 no longer execute.
Schedule Optimization PRB2022407	getRefRecord() scoping bypass for the 1.0.1 release
Security Data Filters PRB1967733	A security data filter (SDF) is applied redundantly via dotwalk paths, causing missing records in 'OR' queries	This has two distinct symptoms caused by the same underlying duplication. One, when querying a parent table with 'OR' conditions dotwalking into multiple child tables simultaneously, the parent SDF was applied three times — once directly and once per dotwalk CE path — producing conflicting conditions that returned zero records instead of the expected results. Two, when querying a table with a field-based SDF, records where that field was empty/null were incorrectly excluded. This was caused by the same SDF being applied redundantly via a dotwalk CE, which caused the combined filter condition to exclude null matches.
Server-side scripts PRB2051345 KB3128196	Automatically created KittyScript exemptions are incorrect when using 'new GlideRecord'	When GuardedScript/KittyScript checks scripts in the exemption table, it does by checking a _normalized_ version of the script, where all literals are removed to ensure that it deduplicates similar scripts where the only difference is (say) a 'sys_id'. This normalization does _not_ apply to the constructor of 'GlideRecord' where it doesn't want a blanket execption for _all_ tables.	Refer to the listed KB article for details.
Service Catalog Builder PRB2030878	'Mode' defaults incorrectly when not specified in the catalog item configuration, blocking item submission from Builder	The root cause is a missing default value for the 'mode' property in the catalog-item component configuration (now-ui.json).	Navigate to UI Builder. Create an experience and a page. Add the catalog item component to the page and provide the sys_id. Preview the page and submit the item. Expected behavior: The item should get submitted. Actual behavior: The item isn't submitted.
Service Catalog Portal Widgets PRB2054951	ServiceNow Otto rebranding for catalog item slot-fill	This is a product update.
Service Catalog PRB2054931	ServiceNow Otto rebranding for catalog item generation with Text2Catalog family support	This is a product update.
Service Level Management PRB2001036 KB3137219	In SLACalculatorNG, an unbounded schedule/DurationCalculator cache causes memory growth during bulk SLA recalculation	During bulk SLA recalculation, SLACalculatorNG accumulates one GlideSchedule and one DurationCalculator instance per unique schedule+timezone combination into unbounded object maps (this.schedules and this.durationCalculators). These maps are never evicted and grow proportionally to the number of distinct schedule/timezone pairs encountered across all task_sla records in the query. In instances with many SLA definitions backed by different schedules, this results in unbounded heap growth for the lifetime of the bulk calculation, degrading instance performance and potentially causing out-of-memory conditions under load.	Refer to the listed KB article for details.
Service Mapping PRB1971609	Service Mapping Discovery runs an instance out of memory during the rediscovery process in case there are 100K discovered services in Operational Status	The code queries for all cmdb_ci_service_discovered records with operational_status=1 without any limit. If a user has enough cmdb_ci_service_discovered records with operational_status=1, then the instance can immediately be run out of memory while building an array of the results. 0 means no limit: get​All​Discovered​Business​Services(conditions,​ null, 0).	Create 100K discovered services in Operational Status. Run 'All Application' Discovery.
Service Mapping PRB2036299	After upgrading to Australia, parent.process.pid fails to resolve, which causes the 'Get Process' operation to return the full process list instead of the targeted parent process	The user can run a customised Tomcat WAR pattern for Service Mapping discovery. Following the Australia upgrade, step two of the 'Identification' section stops working during Service Mapping discovery. The step uses a 'Get Process' operation with process_id = get_attr {'parent.process.pid'} to locate the parent Windchill Java process. This expression fails to resolve, causing the step to run with no PID filter and return the entire process list on the host instead of the targeted parent process.	Upgrade to the Australia release. Run discovery on the service map with Tomcat CI. Observe that the 'Get Process' operation returns the full process list from the host instead of the targeted parent process.
ServiceNow SDK (Glide) PRB2013533	There's an unhelpful error when installing an app with an invalid scope prefix	Error: '[now-sdk] ERROR: Exception occurred while installing application/nUnable to install application as application was null. Error: Exception occurred while installing application/nUnable to install application as application was null'.	Create an app with now-sdk init without a valid auth saved. The resulting app has an x_ prefix and gives an error when trying to install on an instance.
ServiceNow SDK (Glide) PRB2033218	Fluent App metadata deletions aren't propagated when installing from the app repo	The issue occurs because of missing sysmetadatadelete records.	Delete metadata from Fluent App. Build and deploy to the instance. Publish to the app repo from the instance. Install it on a different instance that doesn't contain the delete from app-repo. Expected behavior: The delete is applied and the metadata is removed. Actual behavior: The metadata not removed.
ServiceNow Studio (Family Channel) PRB2063560	True up the Glider Store app
Service Portal PRB2056735	Update the accessibility voice-input toggle label in Service Portal for the Otto rename	As part of the 'Now Assist to Otto' rename, the accessibility toggle label must be updated in Service Portal. It's currently 'Enable voice input for Now Assist in Virtual Agent'. The new value will be similar to 'Enable voice input for ServiceNow Otto'.
Service Portal PRB2056737	Portal-core widget UI and theming for new Otto onboarding modal in the Service Portal	The modal introduces users to the ServiceNow Otto experience on first login. Because Lit-based workspace components can't be embedded in angular portals, a dedicated Service Portal implementation is required. The widget lives in the platform layer and is shared across all portals. No per-portal or user uptake is required.
Service Portal PRB2056743	Eligibility and admin control for new Otto onboarding modal
Sidebar (Family Release) PRB2058602	Typing indicator no longer works		Open two browsers. Log in as two different users. Create a sidebar chat for the two users. Start typing. Observe that there is no typing indicator.
Smart Assessments for Field Service PRB2054418	Backport getRef changes to app-smart-assessment-mobile
Smart Assessments Mobile PRB2054417	Backport getRef changes to app-smart-assessment-mobile
Software Asset Reconciliation PRB2000893	Recon updates are dropped by a database, causing license metric results (LMR) and product results to not update
Software Lifecycles PRB2004396	A calculated lifecycle should consider other phase start dates before creation
Software Lifecycles PRB2010294	Matching a common platform enumeration (CPE) to DMs should ignore CPEs that are version less	sn_itam_samp. MatchVulnerableSoftware ToDiscoveryModels should ignore CPEs that are a version less. Vulnerabilities are reported against versions of a product, but due to National Vulnerability Database (NVD) data or corrupted NVD data, CPEs may be a version less.
Software Lifecycles PRB2012476	Matching a common platform enumeration (CPE) to DMs should ignore CPEs edition and software edition	There are two Edition fields on CPE, 'Edition' and 'Software Edition'. It queries against both, but 'Edition' is a legacy and deprecated field from the old 2.2 standard. 'Software Edition' was introduced in 2.3.
Source-to-Pay Operations (Glide) PRB2057105	getRefRecord() scoping bypass directive changes
Standard Ticket Page PRB2054934	ServiceNow Otto rebranding for Now Assist in 'Standard Ticket' page family	This is a product update.
Stream Connect Core PRB2019118	Generative AI logs are missing
Stream Connect Core PRB2036772	Stream Connect fails to authenticate with Kafka brokers requiring OAUTHBEARER as the SASL mechanism, blocking connectivity	When a broker is configured to require OAUTHBEARER, the Kafka client initiates a SASL handshake and signals the OAUTHBEARER mechanism. Without a registered token callback handler, the client cannot respond with a valid bearer token, causing the handshake to fail. The connection is dropped and no meaningful error is surfaced to the administrator beyond a generic authentication failure.	Configure an external Kafka broker with the SASL mechanism set to OAUTHBEARER and a valid OAuth 2.0 token endpoint. In Stream Connect, navigate to the credential configuration for Message Replication and attempt to select OAUTHBEARER as the SASL mechanism. Observe that OAUTHBEARER isn't available as a selectable mechanism in the credential configuration UI.
System Import Sets PRB2033737 KB3070753	role mis_server can't read database credentials for a JDBC data source when it uses an alias
System Import Sets PRB2038233	JDBC connections are left dangling and unclosed	Every time the user issues a change credential signal to MID during a JDBC import, the number of open connections grows.	Set up a MID server with a long running JDBC import that can be run through it. Start an import. While it's running, issue a change credentials signal to MID using the 'Refresh Credentials' related link on the MID server record. Repeat. Check the database for open connections from MID. Observe that the number of open connections grows each time.
System Web Services PRB2029605	There's hourly reoccuring OAuth authentication failures on an outbound REST from ST ServiceNow to CG ServiceNow: 'User is not authenticated. OAuth token has expired or has not been retrieved'	The reported issue affects the outbound integration between ServiceNow and the external ServiceNow instance through the iPaaS layer using OAuth 2.0 Client Credentials authentication. The integration fails specifically during the final one-minute window before the OAuth access token expiration. During normal token validity, the integration works successfully. Starting one minute before token expiration, outbound calls from ServiceNow fail. Failures occur in: REST Message, REST API Step, Flow Designer executions, and custom scripts. Once the token fully expires, ServiceNow successfully retrieves a new token and the integration resumes functioning normally.
Table Builder PRB2052385	Backport GetRefRecord scoping bypass changes
Tags PRB2039548	In Australia, tags aren't saved for 'active = false' records for non-admin users
Talent Feedback PRB2056254	getRefRecord() scoping bypass for talent feedback
Task Plan Templates PRB1978400	Auto-populating the value of a task plan Feature field in a task plan template document isn't dymanic	The domain separations script needs an additional check for the global domain.	Navigate to the sn_task_plan_ template_document table. Select the New button. The task plan Feature field is auto-populated. Navigate to the sn_task_ plan_feature table and delete the document feature. Create a record with the sn_task_plan_ template_document feature table with the name 'Document'. Navigate to the sn_task_plan_ template_document table. Select the New button. The task plan Feature field isn't auto-populated now.
Territory Planning PRB2039182	Updating potential territories for a task doesn't work as expected	The business rule that updates the potential territories is currently triggered only when the location changes. It doesn't consider the consider_​potential_​territories _for_schedule_optimization boolean field.	Create a work order task. Change the location to see the eligible territories as per the new changed location. Expected behavior: The Business Rule that updates the potential territories should consider theconsider_potential_territories _for_schedule_optimization boolean field. Actual behavior: The Business Rule that updates the potential territories is currently triggered only when the location changes and doesn't consider the consider_potential_territories _for_schedule_optimization boolean field.
Third-party Software PRB2032449	The Kitty script changes should be reverted	The changes to the Kitty script are no longer required. Everything works fine; the dashboard loads and there's no exception in the syslog table.
Time-Limited User Roles PRB1972197	When a user is logged in, updating an existing record with a new end time in the 'Time limited user roles' tablec causes never ending information messages on all pages		Open a Zurich instance. In a separate browser or incognito window, log in with a user that has an 'itil' role. In another window, log in with a user who has an 'admin' role. With the admin user, navigate to All > User administration > Time-limited roles. Create a record that grants an 'admin' role to the user. With the user that had only an 'itil' role but received the 'Time limited admin' role, open an incident list and then a record. Expected behavior: Users see an information message once. Actual behavior: Users see a message about roles that are granted or removed, but closing them isn't helping.
Trace Collector - Family Release PRB2056896	Trace collector MID code	This is a product update.
Trace Collector - Family Release PRB2059215	Azure classic trace collector doesn't consider Credential IDs for AI and ML services	AzureTraceCollector ignores credential IDs supplied as config update parameters. It only considers credential alias names.
UI Actions PRB2051051	The field error message isn't shown when the error comes from the backend via business rule abortAction	The error message isn't shown for the short_description field in Australia. However, it's visible in Faster or PAXE Integration.	Create an Insert/Update business rule with abortAction (for example, current.​short_​description.​set​Error('Error!')​;​ current.​set​Abort​Action(true)​;​)​.​ Create a incident. Fill in the mandatory fields. Attempt to save it. Observe that the error message isn't shown for the short_description field.
UI Field Administration PRB2054948	ServiceNow Otto rebranding for AI indicators, AI indicator pop-overs, and Task intelligence predicition	This is a product update.
UI Field Administration PRB2054949	IndexName GraphQL component and choice fallback	This is a product update.
UI Field Administration PRB2054953	Inject '*' options into composite_name table and field picker choice lists	This is a product update.
UI Form Administration PRB2019275	There's layout and scrollbar flickering when entering info, internal and external, in HTML Journal fields	There's layout and scrollbar flickering when entering info, internal and external, in HTML Journal fields, caused by automatic browser window resizing. The issue occurs randomly and is not related to a specific case or text size.	Change the glide.ui. journal.use_html system property to true. Open any incident in any workspace. Type multiple lines in internal info or copy/paste some text until the scroll bar appears. Remove enough lines so that it's one new line away from displaying the scroll bar. Type some words randomly to add enough words to create a line. Observe the flickering issue.
UI Form Administration PRB2033143 KB3139369	The 'Preview this record' icon isn't working in the Safari browser	Selects on the button components and controls isn't working in Safari for UI16. This issue is only reproducible in the Safari browser. Non-Safari browsers aren't impacted and they don't face this issue.	Refer to the listed KB article for details.
UI Form Administration PRB2054945	Otto brand change in form notification messages	This is a product update.
UI Form Administration PRB2056498	The parentRecordSysId is missing from ORM Workspace payload template, so the getFilterQuery API breaks	The getFilterQuery REST API (/api/now/ related_list_item_filter/ getFilterQuery) is being updated to require four mandatory parameters: tableName, parentFieldName, parentRecordSysId, and referencedFieldName. The Configurable Workspace for Order Management (sn_app_orm_wksp) payload definition doesn't include parentRecordSysId in its payload template. Once the change occurs, any UI action using the payload receives a 400 error from the API.	Provision an instance with the plugin com.sn_app_orm_wksp installed. Activate the plugin. Trigger any UI action that uses the payload definition for event mappings. Observe that the call to /api/now/ related_list_item_filter/ getFilterQuery returns {'error': 'Invalid inputs'}.
Upgrade Center PRB1950446	The 'Flow Designer' module directs to 'Page Not Found' after an instance upgrade on some nodes	The Process Automation > Flow Designer module redirects to 'Page Not Found' on some nodes after an instance upgrade. The main issue is that nodes tried to download app packages from Store, but Store responded with a 400 error because the platform version for the instance isn't updated on the Store end yet, and the request is considered incompatible. However, during an upgrade, it shouldn't request app packages from Store.
Upgrade Center PRB2056920	Bulk app updates feature Glide changes	This is a product update.
UX Framework PRB2004013	Filters aren't appearing in the dashboard	Filters aren't appearing in dashboard in an initial dashboard load.	In cache.do, select Clear Cache and Clear All Browser Caches. Open a dashboard presenting multiple filters. Observe that the filters aren't loading.
UX Framework PRB2035397	After typing in an input field on record page load, the focus shifts intermittently	After a few words, the focus shifts to the 'Tags' section and it continues to write in that section.	Navigate to CSM/FSM workspace. Open the list module. Navigate to 'All Cases'. Open any case form with tags displayed on it. Start typing in an input field (for example, Compose comments). Expected behavior: The user continues to type and the focus remains in the typing area. Actual behavior: After a few words, the focus shifts to the 'Tags' section and it continues to write in that section.
UX Framework PRB2039881	GLOBAL_NAVIGATION_REQUESTED isn't routing to a feature after selecting a hard refresh of the page
UX Framework PRB2054946	Keyboard shortcut remapping for admins and users	This is a product update.
Virtual Agent for Customer Service (Store) PRB1998239	An outdated file in the Virtual Agent store plugin causes integration tests to fail
Virtual Agent PRB1895195	When the user enters an invalid/partial utterance, an error appears and the conversation is closed	Dynamic capability executor can trigger multiple capabilities with different payloads. However, dynamic capability executor fails when duplicate capability IDs are passed.
Virtual Agent PRB1914417	Stopping agentic conversation shows an undefined message		Start any agentic flow from Dispatcher Workspace, Now Assist Panel, NASS, or Playground. Select the Stop button once it's displayed. Observe the undefined message is displayed.
Virtual Agent PRB1952103	Remove showNoSkillsConfigured options passed when requesting the skill picker control in Now Assist Portal (NAP)	Previously, a message was displayed to the end user if no applicable skills were configured for the logged-in user in NAP. Now that NAP also supports QnA, users will still be able to search knowledge articles, so this message is no longer required.	Make sure no skills are configured for the current user. Launch NAP. Observe a message reading: 'Looks like no skills are configured' and the conversation ends.
Virtual Agent PRB1960129	A conversation abruptly ends after a cold start conversation with a pre-chat survey enabled	The conversation ends after the survey is complete.	Enable pre-chat survey. Navigate to Teams. Type 'what is spam'. Complete the pre-chat survey. Expected behavior: The user should get a response related to the query from step 3. Actual behavior: The conversation ends after the survey is complete.
Virtual Agent PRB1962876	An interaction record form doesn't always pop up when receiving an inbound call	An interaction record form doesn't always pop up when receiving an inbound call from multiple sources in short time.
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 PRB2009200	For the 'Resume' flow, work notes are added as the guest user		Trigger the ZTSD flow with a query that has a valid KB resolution available. Impersonate as the subject person. Ask a query that can be answered by an existing KB article. The 'Resume' flow is triggered. Open the corresponding case and check the 'Work Notes' section. Expected behavior: Work notes should be added under the impersonated HR L1 worker. Actual behavior: Work notes are added under the guest user.
Virtual Agent PRB2026682	Conversation history of language detection confirmation disrupts a user response	According to Search QnA, the prompt isn't structured to support the intermediate language selection turn. That should be removed from the conversation history.`.	Configure language detection. Start a conversation in any standard chat. Type an utterance in a different language. The user is presented with 'You are typing in xyz language, do you want to switch' - select Yes. Expected behavior: The language should switch and the synthesized response should be displayed. Actual behavior: The langue switches but the response is 'How can I help you with your laptop'.
Virtual Agent PRB2031232	The 'Litjs' widget isn't displaying on the Now Assist panel
Virtual Agent PRB2031583	Non-topic skills are dropped from the skill picker when all applicable topic skills have a visible design category	The picker shows the topic skills grouped under their design categories, but the non-topic skills are absent. No 'Others' category is created and the non-topic skills aren't rendered.	Configure a VA/NowAssist conversation with: At least one non-TOPIC skill that is applicable and visible (optionally, mark it as promoted in the context profile). At least one TOPIC-type skill that is applicable and visible. Ensure every applicable topic skill has at least one visible design category (sys_cb_topic_category with visible = true). Trigger the skill picker (for example, via SystemScriptObject.jsFunction _sendSkillPickerControl → VASkill​Service.​send​Skill​Picker)​.​ Expected behavior: Non-topic skills appear in the picker regardless of whether the applicable topic skills all carry visible design categories. For example, they could appear under 'Others'. Actual behavior: Non-topic skills are omitted whenever there is more than one applicable topic skill and all applicable topic skills have a visible design category.
Virtual Agent PRB2031991	'Get details of problem agent' returns additional duplicate closure messages along with the expected closing message	When the user enters a closing utterance, the agent returns multiple closure messages, and the last two messages are duplicated.	Open Now Assist Portal. Enter an utterance like 'Help me get details of a problem'. Observe that the agent returns a response like 'Could you please provide the problem number you'd like details for?'. Enter an utterance like 'See you later'. Expected behavior: The agent returns a response like 'Understood. Feel free to return anytime if you need help.' Actual behavior: Additional closure messages show up, and the last two messages are duplicated. For example, the agent might return the following: 'Understood. Feel free to return anytime if you need help. Thanks for chatting! I will go ahead and close this conversation now. I'm here if you need anything else. It looks like you're finished with this chat, so I will go ahead and close it. It looks like you're finished with this chat, so I will go ahead and close it.'.
Virtual Agent PRB2034975	Interactions are throwing an error of 'technical issues' intermittently	A few interactions intermittently throw 'I'm having technical issues and won't be able to continue this conversation'.	Ensure the following is installed: Now Assist in Virtual Agent Plugin: 15.0.8 Now Assist in Virtual Agent Configurations: 8.0.8 Generative AI Controller: 12.1.2 Open a Zurich instance. In Now Assist Virtual Agent (NAVA), initiate a conversation. Impersonate an agent who is made available to take interactions. Initiate a live agent configuration. Observe the message, 'I'm having technical issues and won't be able to continue this conversation' occurs intermittently.
Virtual Agent PRB2035888	A Guardian-triggered async_search early-return leaves a stale task ID in the context		Send a prompt that Guardian flags and see that it's displayed correctly. See that the first request is still active but times out later. Send a second utterance that triggers skill Discovery immediately. Wait for a timeout from the first message to occur to display a 'sorry' message in the conversation. Expected behavior: The second utterance responds normally. Actual behavior: 'Sorry, there was a problem on my side' appears. The second utterance result is dropped.
Virtual Agent PRB2037636 KB3108272	Agent messages containing URLs aren't displaying correctly in the internal transcript		Refer to the listed KB article for details.
Virtual Agent PRB2054519	Rename five assistant names from 'Now Assist' to 'Otto'	The old assistant names should be renamed as following: 'Now Assist in Virtual Agent' > 'ServiceNow Otto for Virtual Agent', 'Now Assist Panel – Platform' > 'ServiceNow Otto panel – Platform', 'Now Assist Panel – Developer' > 'ServiceNow Otto panel – Developer', 'Now Assist Voice Deployment' > 'ServiceNow Otto voice', 'Now Assist in Virtual Agent - N' > 'New chat assistant - 1', and 'Now Assist Voice Development - N' > 'New voice assistant - N'.
Virtual Agent PRB2055706	Snc_internal role is missing on sys_cs_conversation write ACL when the 'Explicit Roles' plugin is also active	Since the snc_internal role is never associated to the ACL, any users with snc_internal role can't upload files from NextWave conversation experience. The /api/now/upload/attachment API checks for write access on the actual record itself before allowing file upload, so the upload API is failing.	Provision a Zurich instance with the 'Explicit Roles' plugin (com.glide.explicit_roles) and the Conversation Server plugin (com.glide.cs) installed. Navigate to an ACL on sys_cs_conversation table with write operation on record. Observe that that only the snc_external role is added. The snc_internal role is never associated to this ACL.
Virtual Agent PRB2056495	Central cache doesn't return the correct entry if the cache is updated from a different cluster	In the central cache log, the following message apepars: 'Negative cache hit — Glide previously returned null for this key'.
Virtual Agent PRB2057596	Rename 'Now Assist Virtual Agent' to Otto for topics in Glide
Virtual Agent PRB2058728	Chat summary isn't generated on instances with the Spanish translation plugin	After ending a chat between a requester and an agent, the summary doesn't generate. This occurs when one person is using Spanish and the other is using English.	Provision an instance with the Spanish translation plugin installed. Set Spanish as the language for the requester. Set English as the language for the agent. Make sure DT is enabled. As the requester, initiate a chat and connect with the agent. Exchange around 20 messages. As the requester, end the chat. Observe that the chat summary doesn't generate.
Virtual Agent PRB2059089	The Otto session isn't aware of the logged-in user for 'assets managed by me' queries	The Otto/AICT chat session isn't aware of the logged-in user by default. When a user asks a question like 'Can you give me the assets managed by me?', the assistant returns the complete/unfiltered list of assets instead of applying a managed_by = current user filter. The filter is only applied when the user explicitly names themselves in the query. The assistant should recognize 'me'/'my' references and automatically apply the logged-in session user's context without requiring explicit clarification.	Log in as an AICT user. Ask Otto: 'Can you give me the assets managed by me?'. Observe that the full/unfiltered asset list is returned instead of being filtered to the current user. Ask explicitly by name, for example: 'assets managed by <username>'. Observe that the managed_by = current user filter is correctly applied.
Virtual Agent PRB2059632	BuildPolicyConfig should be aligned with sys_​now_​assist _​va_​persona_​detail schema	No policy configs are returned because buildPolicyConfig doesn't target sys_​now_​assist_​ va_​persona_​detail and doesn't filter by persona_detail_type = Policy.	Create an active record in sys_​now_​assist_​va_​persona_​detail:​ Deployment = a valid deployment sys_id. Persona_detail_type = Policy. Name = Test Policy. Description = Test policy description. Prompt_value = Test policy instruction. For the same deployment, create another active persona-detail record with persona_detail_type = Tone and prompt_value = Friendly. Trigger the assistant-config handshake for that deployment via next wave. Inspect policyConfigs in the response. Expected behavior: One policy config entry is returned, containing the sys_id, name, description, active, and instruction from the policy persona-detail record. Non-policy persona-detail records are excluded. Actual behavior: No policy configs are returned because buildPolicyConfig doesn't target sys_​now_​assist_​va_​persona_​detail and doesn't filter by persona_detail_type = Policy.
Virtual Agent PRB2060897	The 'promoted-skills' API doesn't return non-discoverable skills		Create a skill. Call the 'promoted-skills' API. Expected behavior: The skill should be returned. Actual behavior: The skill isn't returned.
Virtual Agent PRB2061042	Fixes are needed for guest user support for OffGlide	Additional rest endpoints need a public role. The NextWave token needs to be turned on for bff exchange.
Virtual Agent PRB2061520	Calling the 'Bg channel' API with the same session ID isn't resuming the conversation		Create a incident and assign it to the ZTSD worker. Once solution is proposed, reply with new comments. Expected behavior: The conversation, which is waiting for input, should resume back. Actual behavior: Creating a conversation and execution plan with the workflow as 'Default VA Workflow'.
Virtual Agent PRB2063396	Parallel tools execution aren't running in record domain
Virtual Agent PRB2064355	Auto Chat executions are faulted	There is an intermittent failure in fetching the JWT token from CS, which is causing the faulted conversations.
Virtual Agent PRB2064833	A domain is set to null after user input
Virtual Agent PRB2066077	Add the reduce_items_list_polling toggle
Virtual Agent Web Client PRB1933088	Processing loader is displayed even after getting a response		Select Now Assist Portal. Enter 'Summarize a record/conversation'. Select the discovered skill. Observe that the loader is still displayed, even after getting the record number question.
Vulnerability Response Integration with Microsoft Defender for IoT (Azure) PRB2031861	getRefRecord() scoping bypass for AzureVR
Window Manager PRB2041392 KB3142333	There's a UI bug when opening the Now Assist panel	When a user has a menu pinned (whether it's the All menu, Favorites, History, etc.) and they open the Now Assist panel, the pinned menu turns into a blank white pane. The menu that was pinned also then reappear in the list of other unpinned menus, although the name of the pinned menu still also appears next to the ServiceNow logo with a blank pane beneath it. The blank menu can generally be recovered by opening it from the list of unpinned menus (where it has reappeared) and re-pinning it , refreshing the page, or resizing the window. However, there is some inconsistency in whether refreshing or resizing the window always fixes it. If users refresh with the blank menu pinned and the Now Assist panel still open, the Now Assist panel then becomes blank and can only be dismissed/recovered by pinning something else, like sidebar discussions, to the right of the screen to get rid of it. This behavior happens most consistently when a user with a pinned menu logs in and opens the Now Assist panel for the first time after their start screen loads. However, it does also happen MID-session sporadically if users unpin/re-pin different menus and open/close the Now Assist panel frequently.	Refer to the listed KB article for details.
Window Manager PRB2052078	Resize doesn't work at run time, only on creation time	The talk modal needs to be a fixed size. The user dragging it smaller breaks the layout, so the grip should be disabled at runtime.	Try {canResize: false}. Expected behavior: The gripper disappears. Actual behavior: There's no change.
Window Manager PRB2052105	SetWindowProperties ignores empty headingLabel and it can't clear a window's title at runtime	The previous title stays. '' and null are silent no-ops.	Open a window with a heading (for example, the canvas window with any headingLabel). Call setWindowProperties(windowId, { headingLabel: '' }). Expected behavior: The heading clears, resulting in a blank title. Actual behavior: The previous title stays. '' and null are silent no-ops.
Work Order Management PRB2034992	Backport changes for getRefRecord() changes
Work Order Management PRB2053534	The 'Location update when PSO is populated' business rule isn't needed anymore	The business rule sets and syncs the Location field on the work order from the provider organization, and the same location is applied to the work order task. This seems confusing, since the provider org and location don't necessarily have to be the same. The provider org refers to who is responsible for the work, while the location refers to where the work happens.	Create a work order. Update the provider organization. Expected behavior: The location remains unchanged. Actual behavior: The location changes to the provider organization location.

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 4 Hotfix 2
• Australia Patch 4 Hotfix 1
• Australia Patch 4
• Australia Patch 3 Hotfix 3
• Australia Patch 3
• Australia Patch 2 Hotfix 5a
• Australia Patch 2 Hotfix 4b
• Australia Patch 2 Hotfix 3b
• Australia Patch 2
• Australia Patch 1
• Australia security and notable fixes
• All other Australia fixes