Zurich Patch 6 Hotfix 2

  • Release version: Zurich
  • Updated February 23, 2026
  • 7 minutes to read

    • The Zurich Patch 6 Hotfix 2 release contains fixes to these problems.

    Build information:
    Build date: 02-19-2026_1250
    Build tag: glide-zurich-07-01-2025__patch6-hotfix2-02-11-2026
    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.

    Fixed problem

    Problem Short description Description Steps to reproduce

    Agent Chat

    PRB1990618

    		 Live agent connection is not established with the Utterance and Contact button for non-admin requestors Even though there is an agent available online, the requestor sees no agents available in the Agent workspace.
    1. Log in as an agent.
    2. Mark the agent as online.
    3. Log in as non-admin requestor.
    4. Navigate to /aix/employee/chat.
    5. Enter Live agent.

      Notice that no agent connection is established with the message 'Live agent engaged. Connecting you to a live agent now. Please hold while I transfer you to a human support representative' on the client side.

    6. Select Support.

    Expected behavior: The live agent is connected and the work item is displayed in the Agent workspace.

    Actual behavior: No agent is available, even when the agent is available in the workspace.

    AI Agents (Glide Family)

    PRB1994390

    		 After Zurich upgrade, hundreds of thousands of log entries are generated by CacheInvalidationEventHandler The message is 'No endpoints available for cache invalidation'. The source is com.glide.ui.ServletErrorListener.

    AI Search UX

    PRB1988802

    		 additionalContext is not passed through the Suggestions GQL API to AI Search, preventing DynamicFilters from working for Virtual Agent (VA) skills When additionalContext is passed from the client to the Suggestions GQL API, it was not being threaded through the call chain to the AI Search Suggestion Reader. This causes DynamicFilters to not work properly, preventing VA Skills from being returned in suggestion results.

    Call the Suggestions GQL API with additionalContext parameter containing DynamicFilter information.

    Observe that the VA Skills that should be filtered by DynamicFilters are not being properly filtered, and the additionalContext is lost in the call chain and never reaches the AI Search service where DynamicFilters are applied.

    AI Search UX

    PRB1989321

    		 Logic for retrieval should support 'CONTAINS' and not just prefix matching Popular query suggestions are only returned if they start with has been inputted in the Omni bar.

    OneExtend

    PRB1988786

    		 On Log Sync, the Generative AI Log is not updated with a reference to a Generative AI usage Log
    1. Set up a glide instance with Now Assist enabled from glide.
    2. Set up Mosaic Log Sync.
    3. Execute a capability that should have assists associated.

    Expected behavior: Generative AI Log has a reference to the associated Generative AI Usage Log.

    Actual behavior: Generative AI Log has an empty reference for Generative AI Usage Log.

    OneExtend

    PRB1990084

    		 The integration_type metadata is missing in the metadata sync that is needed to support BYOK scenarios Metadata sync from glide to Mosaic is missing the integration_type related metadata. Without this metadata, Mosaic would not know whether the user has opted in for BYOK, and therefore cannot support BYOK related use cases. The metadata sync from glide to Mosaic should be able to send all updates even when the updates were done in quick succession.

    OneExtend

    PRB1993333

    		 The Kafka plugin should not be enabled on the install of OneExtend for IntegrationHub ETL Consumer

    System Import Sets

    PRB1981092

    		 Protocol version max length is not configurable for SCP and other data source file retrieval types utilizing SSH connections The protocol version reverts to the default version size.
    1. Create a file type data source with the retrieval method SCP.
    2. Make a connection where the protocol version is longer than the default 512 characters.

    Notice that the default protocol version size is retained because there are no parameters being set to alter the default configuration of the SSHEngine/SSHConfig from the GlideSSHSessionPool.

    Virtual Agent

    PRB1983853

    		 Topic Block tool execution is not running correctly The topic block doesn't display the messages for the topic block inputs.
    1. Import the topic block, 'Trade in a car'.
    2. Navigate to Virtual Agent Designer.
    3. Publish the topic block.
    4. Create an AI Agent 'Trade in a car'.
    5. Configure it with the 'Trade in a car' topic.
    6. In LBF client, enter 'Trade in car'.
    7. Verify that the data collector asks for the car's 'make' and 'model', because the topic block inputs are 'make' and 'model.'
    8. Answer the questions.

    Expected behavior: The topic block sends two display messages to the LBF client: 'Hi Abel Tuter, welcome to the trade in a car TB!' and 'Thanks, I see your trade in is a (make) and (model)'.

    Actual behavior: Nothing occurs, and the messages aren't displayed.

    Virtual Agent

    PRB1987016

    		 Unread message call is made even before the session is established A call to get unread messages occurs before the session established. This can be seen on the console logs.

    Virtual Agent

    PRB1987536

    		 Attachment upload fails for users with elevated privileges

    Virtual Agent

    PRB1988044

    		 The value of hasUnreadMessages for conversations in the chat history widget does not match with values in the 'Recent chat updates' widget using OffGlideScriptObject.getConversationsByConsumerAccount() The chat history widget 'now-lbf-chat-client' is using cache to show an 'unread' status for conversations. The 'Recent chat updates' widget is using the OffGlideScriptObject.getConversationsByConsumerAccount() API to fetch the latest five active conversations from the database. The 'unread' status for conversations in both widgets do not match.

    Virtual Agent

    PRB1988112

    		 All the closed chats have the same name This issue occurs in Now Assist panel (NAP).
    1. Select NAP.
    2. Select Chat history.

    Notice that all the closed chats have the same name.

    Virtual Agent

    PRB1988879

    		 Incorrect endpoint is used for connecting to the NextWave cluster for glide This issue occurs when NextWave for Microsoft Teams is set up.

    Set up NextWave for Microsoft Teams in a deployed environment.

    Notice that requests from glide are not reaching the off glide cluster.

    Virtual Agent

    PRB1989830

    		 Additional assistantAttribues for Knowledge Graph NLQ: knowledge_graph_anchor_tables, knowledge_graph_focus_table, knowledge_graph_focus_record_id To execute KG-NLQ, certain attributes are needed to be passed to the tool. Presently, AO is getting following Knowledge Graph keys in assistantAttributes: knowledge_graph_name, knowledge_graph_sys_id, knowledge_graph_nlq_schema_sys_id, knowledge_graph_nlq_tags, knowledge_graph_nlq_schema, knowledge_graph_tags. For Now Assist panel (NAP) conversation, additional attributes are required: knowledge_graph_anchor_tables knowledge_graph_focus_table knowledge_graph_focus_record_id. This is in parity with Glide implementation of kgnlq.

    Virtual Agent

    PRB1991070

    		 The conversation is stuck when CLOSURE intent is detected in the middle of a topic tool execution This issue occurs with the utterance, 'order stationery using order stationery action.'
    1. Start a topic execution with 'Order stationery' which has a couple of questions to ask to the user.

      Notice that the tool execution starts, and the first question is asked to the user.

    2. Give the reply, 'Exit immediately'.

    Notice that the conversation is stuck, and there's no incoming payload sent to AO.

    Virtual Agent

    PRB1991780

    		 Execution gets stuck in the playground and in Now Assist panel (NAP) with the subflow/flow tool if there is no valid input This issue may occur any time a tool needs an input. There should be proper error handling in these scenarios.
    1. Choose an agent, such as 'Order fruit flavored chocolate.
    2. Enter an utterance, such as 'order'.

    Notice that the execution is stuck and the input returns empty, leading the execution to be stuck.

    Virtual Agent

    PRB1992697

    		 Live agent messages need to use callback URL to send to the user Live agent messages are not being sent to the requester on lab instances because the URL in the http_connection for off glide conversation messages is not correct. Live agent requests need to have a callback URL to send to the off glide conversation so that the messages go through.

    Virtual Agent

    PRB1992728

    		 Request ID missing in Mosaic logs for conversation server requests The request ID is null in mosaic logs.

    Virtual Agent

    PRB1992729

    		 Add preferred skills handling for Open Graph (OG)

    Virtual Agent

    PRB1994599

    		 Off Glide code introduced an issue for DTAC when the agent sends a message to the requester The dynamic translation for messages doesn't work when the agent sends messages to the requester. It throws NPE.
    1. Create a Zurich instance.
    2. Set up NAVA.
    3. Set up DTAC.
    4. Start a conversation between a requester and agent.
    5. Make sure the requester is in a non-English language and the agent is in English.

    Observe that dynamic translation for messages doesn't work when the agent sends messages to the requester. It throws NPE.

    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.