Zurich Patch 1

The Zurich Patch 1 release contains important problem fixes.

Zurich Patch 1 was released on September 10, 2025.

• Build date: 09-08-2025_1328
• Build tag: glide-zurich-07-01-2025__patch1-08-20-2025

Important:

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

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

Note:

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

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

Overview

Zurich Patch 1 includes 514 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

Zurich Patch 1 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 Zurich Patch 1, refer to KB246342.

Changes in Zurich Patch 1

Create an endpoint for clients to access the instance

Token FormatFormat of the token to generate. The format determines the structure of a token and the information it includes.

Subject ClaimField in the User (sys_user) table that's used to populate the value of the subject (sub) claim of a JWT token. The sub claim is a piece of information that identifies the subject, or user, of the JWT token. This field only applies if the Token Format is JWT.

Create an OAuth JWT API endpoint for external clients (machine to machine integration)

Token FormatFormat of the token to generate. The format determines the structure of a token and the information it includes.

Subject ClaimField in the User (sys_user) table that's used to populate the value of the subject (sub) claim of a JWT token. The sub claim is a piece of information that identifies the subject, or user, of the JWT token. This field only applies if the Token Format is JWT.

QueryRangeACLAuditor

This patch includes the May Maintenance update script in the form of a script include (QueryRangeACLAuditor). This script is not triggered automatically and must be run after a patch upgrade. More details on running the QueryRangeACLAuditor and its functionality can be found in KB2046494.

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
Application Manager PRB1907408	A rollback blocking the install/upgrade for non-global scope users in a domain-separated instance	Non-global domain users have been blocked from being able to install/upgrade on domain-separated instances. There is now a fix to allow this behavior and hence this code change made on App Manager can now be rolled back.
CMDB Query Builder PRB1910646	A large query from Query Builder may lead to excessive memory utilization on a server	A large query from the Query Builder module (involving >200 union of cmdb and cmdb_rel_ci, or >100 unions of large tables) from an internal instance was seen to have caused a large spike in memory utilization on a database server, causing degradation/performance impact.
Database Indexes PRB1901971 KB2206973	A missing index on the 'sys_id' column of the 'cmdb_qb_result _base' table causes a replication lag when the table size is large	The index on the 'sys_id' column of the 'cmdb_qb_result_base' table is missing on 14000+ instances. Due to this missing index, when 'Table Cleanup on Query Status' (qb_query_status) table is triggered on such instances, it can lead to replication lag issues, especially when large volumes of records need to be deleted from the qb_query_status table. This can lead to memory exhaustion, and records are not properly cleaned up.	Refer to the listed KB article for details.
Internationa lization Features PRB1911538 KB2266945	The 'Translated Text Synchronize' business rule has an infinite loop against v_plugin	The 'Translated Text Synchronize' business rule goes in an infinite loop. The virtual table v_plugin (or any virtual table) can refresh (delete and insert of records) the table upon query. Since v_plugin has translated fields, glideRecord insert tries to insert into the sys_translated_text table, which runs the 'Translated Text Synchronize' business rule. This business rule tries to query the owner table (for example, v_plugin again, which can trigger the refresh again and this goes on in an infinite loop). This is causing performance impact against many instances.	Refer to the listed KB article for details.
Record Watcher PRB1894715	ChecklistItem Responder is too slow to effectively scale with normal usage of the platform, leading to the record watcher queue becoming backlogged	A performance issue has been identified related to checkLitsItem responders and ACL (Access Control List) checks while creating checkListItems in Visual Task Board's cards. These issues caused delays, especially when tasks had more than 50 checklist items. This is primarily because getItemsByChecklistId() is invoked every time a checklist item is added or a card is moved between lanes. It loops through all items under a checklist and performs individual ACL evaluations (read/delete access). These checks result in: Repeated database lookups, redundant ACL checks for the same parent checklist, and slower response times, especially when checklist items exceed 50.
Service Operations Workspace PRB1875164 KB2179535	Users aren't able to dot walk to fields in a Service Operations Workspace list	.
UI Form Administration PRB1919041	An empty and read-only 'Template value' input field causes an error when saving a record: 'Cannot read properties of null (reading 'hasChildNodes')'	To reproduce, users need a record with an input field of type 'Template Value', that is empty and also read-only. The error shows when saving the record.	Log in as an admin. Navigate to All > incident.CONFIG. Add a field called Test Template. Make it of the type 'Template Value' and save. Select the 'Advanced' view and the 'Dependent Field' tab. Select 'Use dependent field' and a field, such as 'Channel'. Save the changes. Navigate to All > incident.CONFIG. Create a UI Policy that will always make the new template value field read-only. Pick an existing incident. Make a change to the Short description field and save. Expected behavior: The record should save without error. Actual behavior: There's an error: 'Cannot read properties of null (reading 'hasChildNodes')'.

All other fixes

Problem	Short description	Description	Steps to reproduce
Access Control List (ACL) Rules PRB1910482	Ensures the QueryRange ACLAuditor doesn't generate Security Attribute with blank script
Access Control List (ACL) Rules PRB1916144	gen_ai_ prefixed ACL types should use '* ACLs' for their default rule name	This is a product update.
Access Control List (ACL) Rules PRB1918225	Ensures conditional_table _query_range ACL customizations are honored with QueryRange ACLAuditor reruns
Access Control List (ACL) Rules PRB1918943	Ensures QueryRange ACLAuditor rerun to preserve the timestamps of query ACLs created by previous audit run
Access Control PRB1917141	Ensures QueryRange ACLAuditor is re-run to preserve all the query ACLs created by the previous audit run, in case of query_range ACL customizations
Access Control PRB1923191	Prevent re-generating ACLs with a different sys_id after upgrade when ACL schema changes
Activity Stream PRB1918613	Saving a form while comments and worknotes are in progress produces a warning pop-up that unsaved changes will be lost	A comment that should be posted is not posted and a warning dialog appears.	Provision an instance with the CSM (com.snc.customerservice.demo) plugin installed. Log in as a user with elevated privileges. Navigate to CSM > All cases and open any record. Select the Compose button and select Compose Comments. Copy and paste text and post the comments. Select the Compose Comments button again and type in comments. Minimize the comments window. Save the form. Expected behavior: The comment should post and a warning dialog should not appear. Actual behavior: A warning pop-up appears that says unsaved changes will be lost and the dialog is not closed.
Admin Center PRB1887565	The Core UI button group is missing from the left border	This issue is not coral-specific.
Admin Center PRB1887577	There is no appropriate error message displayed when leaving the required 'Send to' empty for Adoption Blueprints	This issue occurs when using a screen reader, such as JAWS, to announce the 'Send to' label. The error message shouldn't be generic.	Launch an instance in a Chrome browser. Navigate to Application navigator > Admin center. Navigate to Adoption blueprints > Adoption blueprints. Select the Share button. Share the adoption blueprint page modal dialog. Turn the screen reader on. Check whether the label 'Send To' is announced when the focus is on respective form field. Expected behavior: An appropriate and specific error message is displayed when leaving the required Send to field empty, and the error message should be identifiable by the screen reader. The error message shouldn't be generic. Actual behavior: There isn't an appropriate error message displayed when leaving the required Send to empty, and the field label is highlighted in red.
Advanced Work Assignment PRB1909214	Updating an agent's presence as an integration user via the Agent API fails	The gr.canWrite() checks aren't working as expected when the API caller is an integration user. The integration user should be allowed to update the presence state. If the API caller has the awa_integration_user role, the request should go through. If the API caller doesn't have sufficient roles, the request should fail with a 500 error.
Agent Chat PRB1908263	Safari audio issues in inactive tabs	Audio doesn't work properly when the user switches to an inactive tab.
Agent Chat PRB1911696	Issues with displaying the list of 'Transfer to Agent' and 'Transfer to Queue' in third party chats	When an agent selects 'Transfer to Agent' and sets the searchTargetList payload for the first time, the target list doesn't show anything. It appears in second attempt. This issue also occurs for 'Transfer to Queue'.	Set up third party chat interactions. Start a conversation with a live agent.
Agent Chat PRB1922878	The agent chat's audio alert for inbox should stop playing when the agent has responded even if the alert's mp3 has not finished playing		Add a 20 or more seconds mp3 ring tone to the System UI > Audio Files. Update the 'connect.notification.audio_alert' to the new mp3 name. Sign in as an agent. Ensure that the 'Inbox Audio Alerts' is turned on. Have a customer request for a chat with a live agent. On the Agent Workspace, the newly added alert is played. Accept the chat as the agent. Expected behavior: The alert should stop playing as the agent accepts the incoming chat. Actual behavior: The alert continues to play until the end of the ring tone file, regardless of if the agent has already picked up the call.
Agent Chat PRB1925414	There's issues with the 'Start Voice' API call in a domain-separated environment	There's issues with the 'Start Voice' API call in a domain-separated environment, both inbound and outbound calls and impersonation due to a guest user.	Initiate an inbound or outbound call that triggers the 'Start Voice Interaction' API in a domain-separated environment. Observe that the API is logged under the user 'guest' (see Splunk logs) and an interaction record is created in the default domain instead of the user's domain. Attempt to retrieve interaction using getInteractionRecord. See that it fails due to a domain mismatch.
AI Agents PRB1913281	Script fix takes longer than usual as it runs through the whole table	The fix script update tools execution columns takes 15 minutes to run during the plugin upgrade in some instances.	Install AI Agents v3 in Yokohama. Upgrade the instance to Zurich. Notice that the plugin installation is taking a long time, in which the fix script AI Agents v4 update tools execution columns takes 15 minutes.
AI Search (Glide) PRB1921084	HR Plugin's sys_attachment ACL triggers AI Search late binding and performance delays	There's performance degradation of all AI search queries in the HR app due to unnecessary ACL evaluations for sys_attachment on sources that don't use or index attachments.	Enable force late binding for any data source. Hit RagRetriverAPI with a limit of 2000. Expected behavior: The limit for AI Search service backend should be capped to 5000. Actual behavior: The limit for AI search service backend is 6000.
AI Search (Glide) PRB1921138	Sys_attachment ACLs shouldn't be evaluated when none of the indexed source attachments are turned on		Ensure that none of the indexed source attachments are turned on. Observe if sys_attachment ACLs are still being evaluated.
AI Search (Glide) PRB1927991	sn_cs.VASystemObject. getAgentSkills ForAssistant took ~600 milliseconds to return	It shouldn't take that much time to return.
AI Search (Glide) PRB1928661	Advanced configuration needed for a performance improvement for Knowledge Graph (KG)
AI Search External User Mapping API PRB1909140	An API endpoint which can delete users via a GlideQuery is required for XCC	The XCC Scoped App can't delete users one at a time. It needs a way to query a subset of users.
AI Search External User Mapping API PRB1909142	When a user principal is written with the DirectUserImporter and one exists, the update fails	Stream is wrapped mistakenly during the serialization process from a list. Not all of the principal imports do a check for the DirectPrincipalImporter vs the ImportSetImporter. The streams should be closed effectively.	Attempt to send a new user principal that updates an existing user. Notice that updates to existing users fail, and removal of a user's group fails.
AI Search External User Mapping API PRB1909146	The 'External Content Ingestion JS' API must do an undefined check on 'sourceId'	Use the newly qualified 'External Content Ingestion' APIs for ingesting principals with 'sourceId'. If 'sourceId' is undefined, see that the principals insert or updates fail.
AI Search External User Mapping API PRB1909153	Change SOURCE_ID_FIELD to reference connector_config uration_id instead of connector_config uration_id_s	The current licensing table process fails for some connectors because its querying the wrong field.
AI Search External User Mapping API PRB1915715	Users get a 400 status code from calling a REST API: /api/now/v1/ais /external_content /user_mapping	Users get a 400 status code from calling a REST API, which should be 201. These following IT tests are failing: LegacyUserPrincipalImportRESTIT .multipleUsersWithAllFields _successfully Inserted, LegacyUser PrincipalImport RESTIT. userWithOnly ExternalGroupField _successfullyInserted, LegacyUser PrincipalImport RESTIT. userWithOnly ExternalUserField _successfullyInserted.
AI Search for Next Experience PRB1857879	Regular catalog item results should use a 'Pencil' icon for consistency		Open an AI Search (AIS)-enabled instance with AIS for global search. Search for a catalog item that doesn't have a picture, like 'laptop'. Notice that the Genius Results use the 'Pencil' icon, but the regular results use the 'Book' outline. Notice that in Portal, both regular and Genius results use the 'Pencil' icon. The icon should be consistent between regular and Genius results for the same record.
AI Search for Next Experience PRB1859890	There's improper use for current.update in a business rule
AI Search for Next Experience PRB1917747	Zing Migration Tool does not let users select unused SACs from base instance migration records	The tool only allows the user to select SACs currently used in a workspace. If one of the SACs from the base instance records is not being used in a workspace, it cannot be selected for migration in the tool.
AI Search for Next Experience PRB1920468	Upgrade issues on sn-search-facet and sn-search-result-wrapper component	This issue was observed in Zurich. The component loading state is being used inside the facet component because without the component loading flag, the facets still working fine. Another issue occurring in this problem is the appearance of the Hide filters button, which was not visible in the previous release.	Hop in to the instance. Navigate to the CSM/FSM Configurable Workspace. Open a case record from the list. Navigate to the contextual side panel on the right hand side. Select on the magnifying glass icon at the top of the list. Search something in the search bar. Let the results generate. Select the Full view search icon shown in the video and landing on the full view search page. Notice that the facet component is in a loading state, when it should load as expected. Return to the side panel. Select on the filters below the search bar. Notice that it lands on a new page where the sn-search-facet component is rendered, and a Hide filters button appears on the top right which previously wasn't there.
AI Search PRB1861012	Sn-search-combobox sends exact match data broker execution	In Zurich, sn-search-combobox sends two databroker/exec calls to fetch if a search configuration has an exact match enabled. This occurs for 'SOW Incident' and 'HR Case' form direct loads.
AI Search PRB1889815	KBB should filter out the none-embeddedMatch docs	The default of KKBs sent to LLM is one.	Create KB with two KBBs. Search for the content that only exists in KBB1. Expected behavior: Only KBB1 content is sent to LLM. Actual behavior: Both KBB1 and KBB2 content are sent to LLM.
AI Search PRB1902960	Now Assist Q&A Genius Results don't display when the Log Signals Server side is turned on through Search Application Configuration	SearchAnalyticsPayload is null when the Log Signals Server side is turned on.
AI Search PRB1911804	There's a null point error for the index stats reporter	Note the JavaScript evaluation error on 'new sn_ais. IndexStatsReporter() .reportAllDataSource EmbeddingStats();'.
AI Search UX PRB1915070	The GENIUS_RESULT_ TRIGGERED event causes incorrect updates to the sys_search_event table when in async mode
AI Search UX PRB1921609	There's enlarged Now Assist loading icons in Portal with Dynamic Window (DW) turned on		In znowassiststable, turn on DW in Portal. Open Portal. Perform a search. Observe the Now Assist Genius Results loading icons are enlarged.
AI Search UX PRB1921789	There's an initial loading issue on the facet component of the sn-search-result-wrapper component in the full-view-search page	The root cause of the issue is the componentProperty ChangedEffect isn't triggered post the componentBoot strappedEffect when, for the first time, the facet component is added in the DOM tree.	Navigate to an instance. Navigate to CSM/FSM Configurable workspace. Open a case record from the list. Navigate to the contextual side-panel on the right hand side and select the magnifying-glass-icon at the top of the list. Search something in the search bar, then let the results generate. Select the full view search icon and land on the full view search page. Actual behavior: The facet component is in a loading state. Expected behavior: The facet component should load.
AI Search UX PRB1927351	On a 'Release Readiness' report, sn-search-genius-card-assist, an unapproved third party package impacts the merge to master
AI Search UX PRB1932120	Non-conversational catalogs shouldn't have an option to request in a chat		Provision an instance with September GenAI apps. Turn on Dynamic Window (DW) on portal. Search for a non-conversational catalog, like an Apple iPhone. Notice there's a pop-up on the citation for an Apple iPhone 13 with an option to request in chat. A citation for a non-conversational catalog should open in a new tab automatically.
AI Service - Glide Interfaces PRB1919181	The 'Ml solution' table gets updated whenever a prediction is done because of the 'last accessed time' column		Navigate to the ml_solution table. Open a record with a successfully trained model. Run a prediction through the 'Test solution' page. See that the ml_solution table gets updated.
Analyst Workbench PRB1914271	Workbench loads very slow		Mine a project with Ideal time analysis. Open the Analyst Workbench. Expected behavior: Workbench should load within 10 seconds. Actual behavior: Workbench loads very slow.
Analytics Data API PRB1915499	The funnel is displayed incorrectly in the workload saving widget	In the workload saving widget, the funnel chart appears visually distorted or collapsed. It doesn't represent the values clearly or it's too narrow to distinguish the sections properly.	Navigate to the AIOps 360° overview. Set the date filter to 'Last 3 months' or 'Last 6 months.' Expected behavior: The funnel chart renders proportional segments clearly showing auto-closed alerts, grouped alerts, events to significant alerts, and alert to incident compression. Actual behavior: The funnel chart appears visually incorrect (collapsed or distorted). It doesn't represent the values clearly or it's too narrow to distinguish the sections properly.
Analytics Export API PRB1916425	Selecting View All doesn't show the records in the Case Spot Light List Widget	Not all records are shown.	Log in to the configurable workspace (now/cwf/agent/home). Select the home page. Create a New dashboard with the 'New List Bundle Widget'. Navigate to the List Widget in 'Case Spotlight' tab for Customer Service Manager Dashboard and apply the filter. Notice that not all records are shown.
Appointment Booking PRB1923326	There's insufficient server-side input validation for 'Reschedule Appointment' in FSM appointment booking	A user was using actualStartDate and actualEndDate (display values) for rescheduling, but the system only validates startDateUTC and endDateUTC. Also, a REST validation parameter was removed during refactoring, causing validation not to trigger.
Asynchronous Message Bus (AMB) PRB1934812	App Tier CPU increased during loadsim test executions	App tier CPU on a servers increased by 4 times of the baseline numbers.
Authentication PRB1916164	Authentication Agentic AI Agent controls	This is a product update.
Authentication PRB1917269	Authentication Agentic AI agent controls	This is a product update.
Automated Test Framework (ATF) PRB1918608	Low-level impersonated users don't capture front end metadata traces during ATF tests	sys_traced_metadata table does not have the sys_ui_action type associated.	Create an ATF test on some form (for example, the incident form). For the first step, impersonate a user with a low-level role (not the roles ATF test designer, ATF WS designer, or ATF test admin). Add a test step that selects a UI action on the form (for example, select Resolve on the incident form). Expected behavior: sys_traced_metadata table has 1 transaction related to the Select UI action step (needs to be the sys_ui_action metadata that was executed when the selection occurred). Actual behavior: sys_traced_metadata table does not have the sys_ui_action type associated with Select UI action step.
Automated Test Framework (ATF) PRB1920825	ATF becomes less responsive if a large number of cloud runner tests are queued	A test can take over a minute before it starts. This problem becomes more noticeable the more mutually exclusive tests are involved.
Automated Test Framework (ATF) PRB1924154	Attempting to run a non-UI test in cloudrunner results in the individual tests being 'Pending' forever	This also occurs if running through the CICD Run ATF Suites API and setting 'run in cloud' to true.	Create an on demand schedule with run in cloud = true. Add a non-UI test suite. Execute now. Expected behavior: The test suite runs. Actual behavior: The test suite is stuck in running, with the individual tests all pending.
Cache PRB1922845	File handlers are left open if a LazyInputStream is closed before being read by LargeContent DiskCache	If LazyInput#close is called before the internal StreamSupplier is opened by LazyInputStream#stream, the InputStream remains open until finalizers are calling during garbage collection. File handles are leaked when using LargeContentDiskCache and only call getMetadata() or contentExists(). Because the supplier is never invoked and the stream is never opened, closing the LazyInputStream doesn't close the underlying FileInputStream. These leaked file handles are only released when the garbage collector runs finalizers.	Start Glide. Run Java Process Status (JPS). Get the Process ID (PID) of the glide process. Run LSOF. Take note of the file descriptor entries. Flush the cache. Load the Service Operations Workspace home page. Repeat step 3 through step 6. Expected behavior: File descriptor entries is close to the original number. Actual behavior: Notice the 10's or 100's of additional file descriptor entries, indicating that the file handlers are left open.
Case and Knowledge Management for HR Service Delivery PRB1917146	Restricted caller access (RCAs) for Case look up Assistant
Case and Knowledge Management for HR Service Delivery PRB1919807	Missing RCA permissions for the 'Create approval' subflow	This issue occurs in HR Service Delivery AI Agent Collection.
Case and Knowledge Management for HR Service Delivery PRB1928914	There's a RCA issue for email reply recommendation	The sparkle icon is missing because this RCA isn't in an allowed state.
Change Advisory Board for Service Operations Workspace PRB1882132	The user is redirected to the 'Current CAB Meeting Details' page after selecting the Upcoming CAB Meetings button	When the CAB meeting state is 'Canceled', the user is redirected to the 'Current CAB Meeting Details' page after selecting the Go to Upcoming CAB Meetings button.	Create a CAB meeting. Impersonate the CAB meeting owner, then start the meeting. Change the CAB meeting state from In Progress to Canceled in the 'CAB Meeting Details' page. Observe that the CAB meeting workbench shows 'Meeting is Cancelled.' Select Go to Upcoming CAB Meetings. Expected Behavior: The user is redirected to the 'Upcoming CAB Meetings' page. Actual Behavior: The user is redirected to the 'Current CAB Meeting Details' Page.
Change Advisory Board for Service Operations Workspace PRB1882187	Pagination controls are floating for CAB Workbench in SOW	Pagination controls are floating based on the number of agenda items per page.	Create a CAB meeting with more than ten agenda items. Open the CAB workbench. Observe that the pagination controls are floating based on the number of agenda items per page.
Change Advisory Board for Service Operations Workspace PRB1898140	The 'Schedule Change' view in the Service Operations Workspace (SOW) executes the databroker 'a3bc9ca40b511110 c85e8a8db777 b278' too many times		Create any Change. Open the Change in SOW. Use the Schedule calendar. Open the browser tools. Open the network tab. Reload the Schedule calendar. Search the requests made for 'a3bc9ca40b511110c85e8a8db777b278'. Notice the number of times it is executed, when it should be triggered once on load.
Cloud Provisioning and Governance PRB1923320	An ADO provision fails if a user has secret variables due to a bug fix on encrypted catalog variables		Log in to an instance. Ensure that Azure Cloud Discovery is completed. Ensure that ADO Cloud Discovery is completed. Navigate to ESC portal and Launch CSC ADO Catalog. Fill all required parameters. Submit the catalog. Observe an error: '##[error]InvalidParameter: The supplied password must be between 6-72 characters long and must satisfy at least 3 of password complexity requirements from the following...'
CMDB Data Manager PRB1864548	The 'Delete' policy only deletes half the records in 'delete policy task'	A delete policy was created to delete 50k cmdb_ci records. After running the 'CMDB Data Manager Archive/Delete Policy Processor' job, five tasks were created, each targeting to delete 10k records (50k records). But, only 5k records were deleted per the task, leaving behind 5k records. 'Summary details from Task: Summary - Total CI Count:10000 Deleted CI Count:5000 Archived CI Count:0 Non-Retired CI Count:0'.
Code Signing PRB1921400	Update the signature timestamp on JIT-loading when the signature isn't present in the table, and compare the signature timestamp with the plugin upgrade timestamp before loading	During instance patch upgrades, many update events are generated for the sn_kmf_record_signature table as the JIT loads many build-time signatures from the plugin to the table. The signature is considered stale, so the signature is loaded again into the table, after which its timestamp is updated. So, a signature which is not present in the table initially is loaded 2 times. The signature is already present in the table as its loaded 1 time.
Configuration Management Database (CMDB) PRB1909506	Database performance is impacted due to the ASYNC: Script job	De-duplication template APIs fetch unnecessary data which slows down queries, impacting database performance.	Create a de-duplication template for any class (for example, Linux Server). Select the default options for Main CI, Merge Attributes, Merge Relationships, Merge Related Items and Duplicate CI Actions. Save and publish the template. Manually add de-duplication tasks to the template (if there are no matching tasks found). Run the template. Observe slow queries during the template run.
Configuration Management Database (CMDB) PRB1911028	The QB UI throws a 500 error on selecting columns for a node in QB Query construction
Configuration Management Database (CMDB) PRB1914626	Insufficient access that's caused by a 'run as' user specification causes fewer records than expected to be included in the generated task	This works fine if the 'run as' user is a system admin.
Content Library Portal PRB1903754	Fix scripts don't trigger the 'Historical Data Collection for Past Three Months' job	Fix scripts don't trigger 'Historical Data Collection for Past Three Months' job while installing the content library portal. Also, the job '[Content Library] Historical Data Collection for Past One Year' didn't pull any content.
Customer Service Management for Field Service Management PRB1913871	The 'sn_som_clm' app has an older version of the Contracts core app as a dependency in Zurich base instance apps	The correct app version is Contacts Core app version 2.4.8.	Launch an instance on latest Zurich. Install the Contracts Core app. Observe that the app installation is not happening due to the unavailability of Contracts Core app version 2.3.0.
Database Persistence - Data Access PRB1886874	There's a CypherToResultNow LLMloadRow failure	While running the 'GraphQueryExecutor' API, the user gets a null pointer exception (java.lang.NullPointerException), but still gets a response.
Database Persistence - Data Access PRB1886876	Sys id isn't returned for the cypher2results API	The sys_id doesn't appear from the cypher2results API for the user.	Hop in to an AI test instance. Impersonate a user. Create or update any incident change short description, for example, something which contains 'kg test'. Observe that the info message added without impersonating the user works. Notice that the sys_id doesn't appear from the cypher2results API for the impersonated user when using GlideRecordSecure.
Database Persistence - Data Access PRB1889657	The getForTables on Global Graph doesn't give the override data from the child graph		Create a contribution graph to Global Graph. Update the description for the sys_user node in child graph. Expected behavior: The object of sys_user object is overridden. Actual behavior: The original object of sys_user from global graph remains.
Database Persistence - Data Access PRB1890778	Missing properties of parent graph nodes in the child graph	The child graph has node definitions without any properties or empty property arrays, which is invalid.	Create a parent graph with two nodes, 'sys_user' and 'cmn_location'. Keep 'all_properties': false. Explicitly add a few properties in each node. Create a child graph of the parent graph with 1 node (alm_asset). Get the child graph. View its JSON. Notice that it will not have properties of parent graph nodes, such as for 'sys_user' and 'cmn_location nodes' when they ideally they should have properties for all nodes.
Database Persistence - Data Access PRB1892362	getForTables isn't working on a few tables, such as sn_nb_action_recom mended_action		Invoke getForTables on Global graph with the sn_nb_action_recommended_action table. Notice that getForTables isn't working on a few tables.
Database Persistence - Data Access PRB1892396	The parent graph is able to select itself as the parent graph		Create a graph. Save it. Select it as the parent graph. Select either Extension or Contribution as the model. Update the graph.
Database Persistence - Data Access PRB1896451	The saveNode/saveEdge functions don't update and cause a unique key violation	With the saveNode/saveEdge functions, the user can perform incremental saves on a graph. However, saving an existing node/edge causes a unique key violation. Also, saveNode returns 'false' instead of 'true' on a successful save.	Create a graph. Get a node from returned graph JSON. Change the description, then pass to saveNode. Observe the unique key violation on the table or node_type.
Database Persistence - Data Access PRB1898289	Excluded tables are included in getForTable method's output for node		Execute getForTables method for the graphtest_standalone_four table with depth. Notice that the output of the method contains a node for the sys_package and sys_scope tables, which are excluded tables.
Database Persistence - Data Access PRB1898627	Glide is not enforcing the 16MB limit on column values when inserting or updating records	It is observed that records are getting created with columns of bigger sizes, in some cases about 1G, when the max should be 16MB.	Create worknotes with size greater than 16MB. Observe the sys_amb_message created is greater than 16MB, and in splunk, there are records created with huge sizes via some background processes.
Database Persistence - Data Access PRB1898644	The update set is failing for graphs with extension and contribution models	In scenario one of this issue occurs when the parent graph, child graph (extension model), and contribution graph (of parent graph) are a part of same update set. While previewing the update set after importing it, the preview fails for the child graph and contribution graph. In scenario 2 this issue occurs when the parent graph exists in an instance, the child graph is imported, and the contribution graph of parent graph from an update set doesn't fail. When attempting to get the parent graph by the get() method, it fails to get the nodes and edges of the contribution graph.	Preview and commit the update set with the graphapi_update_set_1.xml attachment in an instance. Skip any errors while previewing the update set. Preview the update set with the graphapi_update_set_2.xml attachment in an instance. Execute the script in the background script of that instance.
Database Persistence - Data Access PRB1898886	The GraphQueryExecutor API fails at querying a cross-scope graph without specifying the scope name	Users get an exception when calling GraphQueryExecutor in a scoped application: 'Exception: Unable to find any graph definitions for labels: [sys_user]'.
Database Persistence - Data Access PRB1899248	getForTables on an extended graph of a global graph returns empty edges array	kg_global_graph extends Global Graph with no metadata defined. Global Graph has use_dictionary defined, so there should be both nodes and edges returned from getForTables from the incident.
Database Persistence - Data Access PRB1902217	Missing edges when includeInboundEdges flag is 'false' for GetForTables		Check the output for getForTables method for global graph with following input: tables: incident depth: 0 includeInboundEdges: false Observe that the output will have only seven edges, and it doesn't include multiple edges such as 'assigned_to' and 'opened_by'.
Database Persistence - Data Access PRB1902272	Properties added in the Overridden node can't be queried	sys_updated on should be queried as the child graph has all the properties for alm_asset.	Create a parent graph from userGraph.json. Notice that the sys_user and alm_asset nodes has a few properties defined. Create child graph (extension model) from userGraphChild1.json. Notice that the User and Asset nodes has all_properties defined. Execute the cypher query on the child graph. Notice that the error 'sys_updated_on does not exist in graph node for table: alm_asset' is thrown when executing the cypher. The properties of the overridden node alm_asset are swapped by the base attributes (parent node) properties when using get() on both the graphs.
Database Persistence - Data Access PRB1902348	Duplicate edges are generated in the contribution and extension model when the edge_type name is the same, and the parent and child source nodes refer to the same table	One edge is expected for alm_asset, but two are found.	Create a graph with the following edges: Edge in the parent graph with 'Asset' referring to the alm_asset node and 'User' referring to the sys_user node. Edge in the child graph with 'Device' referring to the alm_asset node and 'Employee' referring to the sys_user node. Execute the cypher query on the child graph with 'synonymFlag' as 'true'. Notice that there's an error when executing the cypher.
Database Persistence - Data Access PRB1903772	There isn't an option to pass hops to getConnected TableList
Database Persistence - Data Access PRB1904413	In the NLQ User graph, the 'install_status' field from assets renders the choice value instead of the choice label in the bot	When the user initiates a conversation with 'What are my assets,' the bot's response includes something like 'Installation status is marked as (1).' However, the response should be 'Installation status is in use.'
Database Persistence - Data Access PRB1904854	When migratedTo TableName is true, the getForTables method doesn't return the correct nodes	When migratedToTableName is true, the getForTables method doesn't return the correct nodes. The output contains only one node and is missing many nodes, including itself.	Make sure ScopedGraphMetadata is configured for global graph. Make sure migratedToTableName is true. Execute getForTables with the following input: table=core_company, depth=0, and includeInboundEdges=false. Notice that the output contains only one node and is missing many nodes, including itself.
Database Persistence - Data Access PRB1904883	The source_graph for overridden nodes point to the incorrect sys_id	The source_graph for overridden nodes point to the parent graph sys_id instead of the contribution graph sys_id.	Create a parent graph with the sys_user and alm_asset nodes. Create a contribution graph with the above graph as parent, and include the User (sys_user table) and Asset (alm_asset table) nodes. Make sure migratedToTableName is true. Execute the get() method for the parent graph. Check the source_graph for the sys_user and alm_asset nodes. Expected behavior: The overridden nodes point to the contribution graph sys_id. Actual behavior: The overridden nodes point to the parent graph sys_id.
Database Persistence - Data Access PRB1906058	getForTables on KG global graph doesn't give all synonyms of a node from child graphs	The Synonym field isn't set in the cached node when it is created from a JSON object.	Update the incident node synonym in a contribution graph. Update the incident node synonym on a different contribution graph. Perform a new sn_db.GraphMetadata('sn_kg.global_graph', true).getForTables(['incident'], 1). Expected behavior: The user receives all synonyms from the contribution graphs. Actual behavior: The user returns one synonym from a contribution graph.
Database Persistence - Data Access PRB1906309	The user is unable to add data conditions to the sys_meta_graph_node and observes a pop-up that reads 'First select a table' where the table is already selected	Within the KG nodes there appears to be an option wherein users can add a data condition to further filter the returned results. However, when the user attempts to 'add filter condition', the browser throws a pop-up reading, 'First select a table' (even after the 'table' is selected) and prevents the user from adding a filter to the node.
Database Persistence - Data Access PRB1906408	Incorrect cypher query response when cypher query is generated (GraphQueryBuilder) by an encoded query which has ISEMPTY		Create a cypher query by GraphQueryBuilder with the incident node and encoded query 'closed_atISEMPTY'. Execute the cypher query and notice that the result count is 0. Execute the same encoded query with GlideRecord and notice that the result count is 33. Ideally both of the result counts should be matching.
Database Persistence - Data Access PRB1906482	passesAclCheck should precheck that a table is valid	Currently, if a user writes a query that references a non-existent table, it hits a null point error. This should precheck if the input Genius Results are valid first and immediately fail if that's the case.
Database Persistence - Data Access PRB1907396	Graph API needs to honor data filtration/data filter rules		Create a data filter. Query against that table.
Database Persistence - Data Access PRB1907812	Cyphers of a certain form throw an error reading, 'Error: Node with types: [incident] is not an ID property'
Database Persistence - Data Access PRB1908179	The sysevent0001 table should be excluded from Graph API	sn_db.GraphMetadata.is TableExcluded ('sysevent0001') returns false but should return true because sysevent is excluded and also a rotated table.
Database Persistence - Data Access PRB1909106	GraphQueryBuilder fails when encoded query contains javascript:gs.beginningOf NextYear()
Database Persistence - Data Access PRB1909182	A cypher query created by GraphQueryBuilder (with encoded query having date condition) is missing date condition	A cypher query is missing the date condition when created using GraphQueryBuilder for the 'Problem' node with the encoded query 'closed_atONThis year@javascript:gs .beginningOfThisYear ()@javascript:gs.end OfThisYear()^active=false'.
Database Persistence - Data Access PRB1909639	Create a unique index on dynamic_choice_override of (choice, namespace, category, attribute)	This is a product update.
Database Persistence - Data Access PRB1911690	Users are getting a 'Property + entity exceed maximum length (63)' error
Database Persistence - Data Access PRB1911868	GraphQueryBuilder throws a NullPointerException	The error is thrown, 'java.lang.NullPointerException: Cannot invoke 'com.glide.db.Element Descriptor.getType()' because 'ed' is null.'
Database Persistence - Data Access PRB1911870	GraphQueryBuilder throws a 'java.lang.Number FormatException: empty String' error
Database Persistence - Data Access PRB1911877	GraphQueryBuilder throws StringIndex OutOfBounds Exception	The error is thrown with 'java.lang.StringIndex OutOfBounds Exception'.
Database Persistence - Data Access PRB1911994	GetForTables isn't returning properties inside the payload for global graph for specific nodes	The property key is missing for the nodes 'incident' and 'sys_user'.	Log in to a Zurich instance. Run the snippet. Observe the payload returned. Notice that the property key is missing for the nodes 'incident' and 'sys_user', and another key called 'allProperties' is added with a 'false' value, and the 'node-type' is coming as a string rather than array with slashes.
Database Persistence - Data Access PRB1912116	The 'CypherToResults' API is missing a table/sysid injection in the results
Database Persistence - Data Access PRB1913010	GetForTables not returning related node for sys_user table in KG global graph	All nodes should be returned, or at least the first 1000 nodes, instead of throwing an error.	Log in to a znowassist instance. Run the snippet. Observe the exception error thrown, 'com.snc.db.graph.GraphException: Too many Nodes Requested for subgraph, total number of nodes allowed: 1000'.
Database Persistence - Data Access PRB1914130	getForTables is throwing exception on few tables, such as wf_workflow_version	The exception error is thrown, 'Exception: Script execution error: Script Identifier: null.null.script, Error Description: org.mozilla.javascript. EvaluatorException: GlideRecord.set TableName - empty table name'.
Database Persistence - Data Access PRB1914733	getForTables throws exceptions on a few tables	getEdgeList returns a response when it's called from global scope, but it gives an error when it's called from sn_kg scope. Also, getEdgeList doesn't return all the edges between the two nodes.
Database Persistence - Data Access PRB1916615	GraphQueryExecutor is unable to find the metadata for Workflow Data Fabric (WDF) tables when joining to a Glide table using Global Graph	An exception is thrown.
Database Persistence - Data Access PRB1916672	Use a primary key rather than the sys_id for the 'Target key' field when creating edges for subgraphs	The current code assumes its sys_id, but with Workflow Data Fabric (WDF), that's no longer always the case.	Create a WDF table with a primary key column that's name is something other than the sys_id. Create a reference to that table from another table. Create a name subgraph with the tables in them. Try to traverse the edge for that reference.
Database Persistence - Data Access PRB1917979	Inbound edges don't appear in global graph APIs
Database Persistence - Data Access PRB1918749	A metadata update and Glide family changes to Knowledge Graph's Semantic Store	This is a product update.
Database Persistence - Data Access PRB1918934	No inbound edges are added in getForTables for a custom created graph
Database Persistence - Data Access PRB1922241	Generate datetime literals in ANSI SQL formatter	Currently, the ISO format is used (YYYY-MM-DDTHH:MM:SS). Ansi SQL wants a space rather than a T (YYYY-MM-DD HH:MM:SS). This becomes relevant because Trino strictly only accepts ANSI format.
Database Persistence - Data Access PRB1922630	A graph query including a Workflow Data Fabric table isn't routed to Trino
Database Persistence - Data Access PRB1924034	getForTables on KG Global Graph aren't returning the edges created via a saveEdge API call
Database Persistence - Data Access PRB1924194	Don't strip a timestamp when converting to an ANSI date format	After the last changes, the TIMESTAMP was lost during the timestamp conversion.
Database Persistence - Data Access PRB1924601	Ignore date literals when converting ISO timestamps	Currently, JSQlParser converts both DATE and TIMESTAMP into DateTimeLiteral objects. It's necessary to ignore the DATE strings when doing conversions rather than flagging them as incompatible formats.
Database Persistence - Data Access PRB1926994	Data access for a parent epic in Workflow Data Fabric	This is a product update.
Database Persistence - Data Access PRB1929610	Cypher with a WDF and physical table isn't working		Navigate to an instance. Impersonate a user. Ask the query, 'last bonus and department of Abel Tuter'.
Database Persistence - Data Management PRB1867090	Tables available in the Unreferenced Table Cleaner (URC) rule creation form are unconstrained	Configure an inclusion list for available table names when creating new URC rule, and create a new glide property 'glide.db.unreferenced_record_cleaner.enabled_tables'.	Attempt to create a URC rule. Expected behavior: Only a subset of tables should be available. Actual behavior: All tables are available.
Database Persistence - Data Management PRB1891527	Workflows aren't properly evaluating conditions to determine if tasks should fire	Filter conditions work differently between Xanadu and Yokohama instances.
Database Persistence - Data Management PRB1893555	The current implementation of the 'Physical Table Group Populate' job retrieves data only for the 'Day' sample period type, for the past 30 days	This job should also retrieve data for 'Month' and 'Year' sample period types.	Log in to the instance. Navigate to sys_trigger.LIST. Search with the 'Physical Table Group Populator' job. Select Execute now. Expected behavior: Data us collected for the sample period type 'Year' and 'Month' for the table sys_physical_table_stats. Actual behavior: Data is created only for the sample period type 'Day' .
Database Persistence - Data Management PRB1894152	The Data Management Console doesn't display the rotated tables	The Data Management Console should display the rotated tables to follow the TPC hierarchy. The rotated tables should be clubbed and the child tables' stats should be calculated for the TPC hierarchy.
Database Persistence - Data Management PRB1903967	Queries timing out interrupts the execution of StatsGatherer	If a long-running query times out during a StatsGatherer run, the execution is interrupted and StatsGatherer doesn't continue to the next table stats collection.	Load an instance with rotation / sharded tables. Decrease the sys_quota limit for queries to one second to force the queries to time out quickly. Expected behavior: Queries that time out are logged. StatsGatherer continues with the next table stats collection. Actual behavior: When queries time out, StatsGatherer doesn't continue to the next table stats collection.
Database Persistence - Data Management PRB1904961 KB2328103	DB compaction fails when there's a table with more than the MAX_INT number of rows	A user has a sys_audit table that has almost 8 billion rows. The query that fetches the size of tables parses out the number of rows as integer, which causes this error. There isn't a way to prevent it from reading the results for certain tables: '...worker.2 worker.2 txid=9f2eff89c30a CompactionQualificationJob SEVERE *** ERROR *** Compaction qualification failed java.sql.SQLException: Out of range value for column 'table_rows' : value 7854795901 is not in class java.lang.Integer range...'.	Insert more than the largest value of a Java integer number of rows into a table. Run the 'DB compaction' job. Check that the job completes.
Database Persistence - Data Scale PRB1860663	An index is created without a size limit for some unbounded fields, which leads to errors while creating an index or adding data	The 'AWS Service Catalog Connector' ( x_126749_aws_sc) installation is left with an invalid index in the 'Task' table in RaptorDB. There's an error: 'SEVERE *** ERROR *** Exception executing deferred indexes for class: task...'
Database Persistence - Data Scale PRB1866261	DB utilization isn't updated if pool throttler isn't enabled		Make sure that glide.db.pool.throttler.resource_usage_levels.glide is not specified in any property file and sys_properties. Open stats.do. Observe that the 'DB Resource Usage' percentage for the Glide pool always shows zero.
Database Persistence - Data Scale PRB1878859	The Muninn and Connectors image versions aren't shown	The Muninn version and the Connectors image version from reservation API aren't shown in xmlstats.do?include=database.
Database Persistence - Data Scale PRB1888694	Send 'ClientTags' client info for each query execution	Glide sends information about a query so that Trino can assign the computing resources accordingly.
Database Persistence - Data Scale PRB1891901	Log catalog names being requested during refresh/reservation	During a refresh, the catalogs requested can't be identified. When persistence refreshes the data fabric engine, the names of the catalogs being requested should be logged. For example, QE shows a 'Catalog not found' error during query, and there are no catalog initialization errors during reservation, so the user won't know whether the catalog was requested during the reservation.
Database Persistence - Data Scale PRB1891911	Exclude data fabric-related tables from re-write and routing	Queries against the tables will be _eligible_to be routed to read-replica if dynamic routing is enabled and checkpoints are validated. If the query category is explicitly set and read-replica is within the threshold, the query will be _eligible_ to be routed to read-replica.
Database Persistence - Data Scale PRB1891912	Use OAuth token and nonce only for queries that need the loopback connector	OAuth access token is only applied for trino queries that need the loopback connector (for example, datafabric table joins with local Glide table). Nonce is only applied for trino queries that need the loopback connector (for example, datafabric table joins with local Glide table).
Database Persistence - Data Scale PRB1891913	Reduce the number of 'SELECT 1' queries to trino	For any APIs that use DataFabricEngineManager#getValidatedDBI, a 'SELECT 1' query is being executed to get a 'validated' DBI. For example, the DataFabricEngingService#getSchemas API uses DataFabricEngineManager#getValidatedDBI.
Database Persistence - Data Scale PRB1904021	The oauth token isn't stored per transaction, resulting in increased DB operations	When the user loads a list view, it executes at least two trino queries (count and data). At least two DB operations are related to the token grant. Instead, there should be one insert and one update, and the update should extend the token's expiry.
Database Persistence - Data Scale PRB1918929	A primary DB pool is initialized before the DB layer has completed all of its prechecks	There was a change introduced which changed the way to resolve table alias. This method is called during Glide init, where its doing prechecks for the DB. However, because of the change, it ends up initializing the primary pool, even before all the DB layer checks are completed.	Start Glide, as it happens with every Glide start up.
Database Persistence - Data Scale PRB1919500	It takes a long time to recognize the 'DB is down' event	This applies to both PG and MariaDB when the primary database is brought down unexpectedly.
Database Persistence - Data Scale PRB1921155	TableThrottler is broken	TableThrottler is broken due to the removal of lastLag and lastSleepFactor.
Database Persistence - Data Scale PRB1924142	There's a log, 'WARN', based on the property in DBAction#should UseGateway AwareDBI	The logs are flooded unnecessarily.
Database Persistence - Data Scale PRB1925421	ServiceIdentity records are missing for RaptorDB	All services in the instance topology need to have ServiceIdentity records to turn on some authentication between services.	Zboot any instance. Observe there's no records in ServiceIdentity or ServiceOld tables for RaptorDB, unlike other DB services.
Database Persistence - Data Scale PRB1929305	An acceptable table name for DB isn't used when fetching in-place updatable fields in Glide	There's an error. An example includes: 'com.glide.db.GlideSQLException: FAILED TRYING TO EXECUTE ON CONNECTION glide.2 (connpid=10848): SELECT attname, attoptions FROM pg_attribute WHERE attrelid = 'proposed_change_verification_ log'::regclass AND attoptions @> ARRAY[ 'in_place_update=true'] /* node-a, gs:glide.scheduler.worker.burst.0, tx:4ddaf200ff232 2109178ffffffffff6e */ Syntax Error or Access Rule Violation detected by database (ERROR: relation 'proposed_change_ verification_log' does not exist.'	Use the method DBInPlace UpdateUtils #getEnabledInPlace UpdateFields with a table name that is longer than 30 characters. This results in an exception that indicates the table doesn't exist.
Database Persistence PRB1904837	'Group By' performance is >30 seconds on foreign data connectors
Database Persistence - WDF PRB1900435	An extra query to trino from worker occurs on the Core UI form opening in Windows Foundation Driver (WDF)	The query coming from schedule.worker is unusual and may cause huge data amounts received in some cases.	Configure WDF connection. Map a table. Open the form view of the table. Open the Trino UI dashboard (/datafabric_dashboard/ui/index.html). Observe the three calls that are happening; two as a part of the UI transaction, one from schedule.worker.
Database Persistence - WDF PRB1929116	OAuth access token error occurs when data is fetched from a remote table to a physical table	The query tries to access a property from a remote table to physical table. The cypher is throws the error, 'OAuth access token is required for loopback connector type.'
Data Fabric Table Glide Services PRB1903736	Column mapping page appears blank for some tables while using the local SN connector	This issue occurs only on certain tables.	Navigate to Windows Driver Foundation UI Hub > Established Connections ServiceNow local instance. Search for sn_access_analyzer_request. Select Create Data fabric table. Add a label. Select Continue. Expected behavior: Column mapping should display. Actual behavior: A blank page is displayed.
Data Fabric Table Glide Services PRB1905781	The connection details page displays an 'invalid JSON parse error'	The connection details page displays an 'invalid JSON parse error' when the glide.ui.i18n_test system property (MSG: translations) is enabled.	Navigate to sys_properties.list on a Zurich instance. Locate the glide.ui.i18n_test property and set its value to true. Open an existing, established connection record. Expected behavior: The connection details page should load correctly without any JSON parse errors, regardless of the glide.ui.i18n_test property's setting. Actual behavior: The connection details page displays an 'invalid JSON parse error.'
Data Fabric Table Glide Services PRB1920491	df_log entries for exceptions sometimes don't have any log category specified and an event isn't fired	There may be exceptions that are thrown in the normal operation of configuring or operating Workflow Data Fabric (WDF) tables and sources and these exceptions are expected to be logged into the 'df_log' table. The WDF error logging framework is designed to translate these types of exceptions to some well-defined log category values. In some cases, this isn't happening. Additionally, when errors are thrown and a log category is known, a sysevent is fired so other components in WDF can react to the problems. This makes it harder for WDF admins to know what the problem is when they are looking at the 'df_log' table and also prevents some actions where they would be able to solve the problem by themselves without support assistance.
Data Fabric Table Glide Services PRB1923285	Users can't create reference on columns of the type 'Int/BigInt' from DataBricks	DataBricks integer columns are mapped as 'BIGINT' in Trino and eventually 'Long' in ServiceNow tables. When users try to change one of the column mapping to a reference to another DataBricks DF Table reference key of type 'Long', it throws the error 'Reference column 'c_nationkey' mapped to remote column 'c_nationkey' is using type longint which is not supported for reference columns'.	Create a DataBricks Connection and 2 DF tables (Customers and Nations). On a user's table, select 'nation key' columns as a reference. Try to select Finish. It throws an error: 'Reference column 'c_nationkey' mapped to remote column 'c_nationkey' is using type longint which is not supported for reference columns'.
Data Visualizations PRB1896818	The X-axis values of the 'Featured Metric' graphs display with seconds instead of numeric values	For all the metrics connectors, the X-axis values of the 'Featured Metric' graphs display with seconds instead of numeric values. This also occurs for ACC-M after an upgrade from Xanadu to Zurich.	On a Xanadu instance, navigate to the 'Connector Instances List' page. Select New. Create connector instances of Zabbix metrics, Nagios metrics and Solarwinds metrics with the required details. Activate the connector instance. Navigate to 'Metric to CI' and verify that the Metric CI records of the particular source is created. Navigate to SOW > List > CMDB > Servers. Open the relevant CI and check the featured metrics graph and the values. Upgrade to the latest Zurich version. Repeat steps five through seven. Observe that the X-axis values of the 'Featured Metric' graphs display with seconds instead of numeric values.
Declarative Actions PRB1908370	Form layout item UI updates aren't applied at runtime unless it's added to a specific layout		Create a form action. Enable the action for all configurable experiences = true. Open the layout item that has been created. Update something. Open a 'Workspace' form. Observe that none of the form layout item changes are applied or appearing. Add the form layout item to a form layout. Observe that the changes now appear.
Declarative Actions PRB1914488	The ai-sparkle-icon doesn't animate when 'animate icon' is set to 'true'	This issue also occurs when setting it on the Split button, Related list actions, field decorator, layout items, and m2m layout items.	Navigate to a List Declarative Action. Set the Icon field to 'ai-sparkle-fill'. Notice the Animate icon checkbox appearing. Check the checkbox. Navigate to a list. Notice that the AI sparkle icon is present but doesn't animate.
Developer Sandboxes PRB1921161	Three tabs open after selecting a sandbox in the sandbox list	It looks like there were left over UI Builder generated events in the sandbox management home page macroponent that weren't cleaned. Those extra events should be deleted.	Enable sandboxes. Navigate to the sandbox management home page. Create a sandbox if one does not already exist. Wait for the sandbox creation to finish. Select the sandbox name. Notice that three tabs open in the browser.
DevOps (Family) PRB1920798	Updating the sn_devops.table_ auto_archive_duration system property doesn't update all archive rules as there are some in other scopes		Navigate to sys_properties. Update sn_devops.table_ auto_archive_duration to another number (something to test with). Observe that only tables with the DevOps Data Model scope are available for archival.
Discovery PRB1901392	The error suggestions for some codes are insufficient or missing	Related errors: '2025-06-04 01:21:18: Exception occurred while executing operation Cloud REST Query. Custom operation Failed to run script due to the following error: JAVASCRIPT_CODE _FAILURE: com.snc.sw.exception. CommandFailureException: Cloud authorization failed.' 'Check access rights and proper permissions for requested resource...Status: 403 ErrorCode: PERMISSION_DENIED Response: Permission 'resourcemanager .projects.get' denied on resource...'
Discovery PRB1909689 KB2411091	A pattern step fails intermittently due to the 'runCommand' being null	When running a Discovery schedule, the execution of the pattern 'Linux Server' sometimes fails on step '1.1 Get system info' where it runs 'uname -a'. The error generated is: 'Exception occurred. . Cannot invoke 'com.snc.sw. commands. RunCommand.exec (com.snc.sw. context. ExecutionContext, boolean, String, com.snc.sw.kb. lang.commands. ExecutionMode, String)' because 'runCommand' is null.' This results in the OS Version attribute on the Linux servers not being populated. The issue is only triggered intermittently and only on a Discovery schedule.
Discovery PRB1915814	The user can't discover member accounts in SSM	The user can't discover the VMs associated with a member account via SSM. Instead, the user only discovers management account VMs.	Add AWS credentials for a management account in the Credentials table. Make sure this account contains member accounts. Run the AWS SSM VM schedule associated with this management. Expected behavior: The user discovers the VMs associated with the member accounts via SSM. Actual behavior: The user only discovers management account VMs.
Document Intelligence Unified Backend PRB1876011	Conversation hangs after a topic is selected	In the syslogs related to DocIntel, scheduled job errors occur.	Navigate to the Employee Service Center. Enter the prompt, 'I need to borrow a loaner laptop for work by tomorrow'. Notice that the topic will be selected, and 'Starting 'Loaner Laptop'...' is displayed, but then gets stuck.
Document Intelligence Unified Backend PRB1896682	Create a system property for max page and max field limits for GenAI use cases	Currently, the max page and max field limits are not customizable.
Document Intelligence Unified Backend PRB1898239	extractData fails to extract text from a CSV file due to an invalid character delimiter issue	Error: 'An unexpected error occurred while processing CSV file: IOException reading next record: java.io.IOException: (line 1) invalid char between encapsulated token and delimiter: java.lang.IllegalStateException: IOException reading next record: java.io.IOException: (line 1) invalid char between encapsulated token and delimiter...'.
Document Intelligence Unified Backend PRB1902104	Some of the documents aren't processed under GenAI Docintel	Some documents remain in the 'Setup' status and don't get processed. When attempting to create different extraction use cases, the messages 'There no fields defined for this task' or 'The document is being prepared for display' occur, and a recursive business rule is triggered. In some documents cases, the issue resolves upon refreshing the page, but this is not consistent.	Open Skill under Now Assist. Navigate to Platform > Document Extraction. Create a use case with 15 fields. Process the task with documents. Observe that some documents remain in the 'Setup' status and are not being processed, even after an extended period of time.
Document Intelligence Unified Backend PRB1905005	Use the system property max_number_of _task_images for QnA and extraction on Glide to filter documents	This is a product update
Document Intelligence Unified Backend PRB1916124	Check for the 'Attachment' filter in callPredictionProcess	This is a product update.
Document Intelligence Unified Backend PRB1916127	Add text-only mode	This is a product update.
Document Intelligence Unified Backend PRB1916128	Extracting user edit fields for text-only mode and classifying as a scanned page for multimodal mode	This is a product update.
Document Intelligence Unified Backend PRB1916129	Implement functionality in the Glide/GenAI-App codebases	This is a product update.
Document Intelligence Unified Backend PRB1916130	Implementation optimizations	This is a product update.
Document Intelligence Unified Backend PRB1916132	Testing with all 3P models	This is a product update.
Document Intelligence Unified Backend PRB1916133	PPT document type support for text extraction	This is a product update.
Document Intelligence Unified Backend PRB1916136	Remove the OCR, PDF Nagini flow for Docintel GenAI use cases	This is a product update.
Document Intelligence Unified Backend PRB1916138	Add Excel/CSV file support for DocIntel GenAI	This is a product update.
Document Intelligence Unified Backend PRB1919853	Issue with system properties not parsing numbers 0.1 vs 0,1	When an instance is set up with European formatting, such as the decimal being written 0,5 as opposed to the US format of 0.5, the system properties for the threshold values aren't parsed properly, returning an error.
Document Intelligence Unified Backend PRB1923569	A flow creates duplicate records in IT Asset Management (ITAM) target tables	An extracted table displays 3 rows but the flow ends up creating 6 rows in the ITAM table.
Dynamic Schema PRB1909876	The DynamicAttribute Store field must display and save JSON storage values in form and list views	When loading a record that contains a Dynamic Attribute Store column, the attribute values displayed in the list and form views must be 'Storage values'. By default, these are 'display values'.
Edge Encryption PRB1915259	Users are unable to attach a 10MB file to a record when logged in with an Edge URL	When logged in with the Edge URL and trying to attach an attachment of 10MB to any of the records in the instance, it keeps loading. But when users load attachments with less than 10MB, it works fine. However, with a normal instance URL, the user is able to attach the larger attachments without any issues.
Email Interaction for CSM PRB1915830	The inbound action 'Update work order' doesn't get triggered	When receiving mail, the inbound action 'Update work order' doesn't get triggered. The action 'Create an email interaction' gets triggered first, and it has the 'Stop processing' option enabled. As a result, the content of the mail sent from an external user isn't updated in the work order task.
Email Notifications PRB1912370	A citation source link isn't working in the UI16 view		Log in as an admin. Open the sn_customerservice_case list. Open CS0001006. Open an email client in UI16. Use the ERR skill. Select the KB citation link in sources/using the citation reference number. Observe that the citation source link isn't working. It's not redirecting to the source KB article.
Employee Center PRB1890562	Repetitive subtopics are appear in the Subtopic widget	This issue occurs in the Now Mobile app.
Employee Experience Framework PRB1918767	Update the Zurich file for Webviews	The window.snmCabrillo .isLoggedIn() method is missing in the SP bundle for now-mobile-webiews, which is trued-up to Zurich. This can be verified using the console on chrome dev tools.
Employee Taxonomy Framework PRB1894626	Repetitive subtopics display in a subtopic widget		Log in as an admin. Configure more than 25 subtopics to any topic. Log in to the Now Mobile app. Observe that the subtopics are repetitive.
Employee Taxonomy Framework PRB1909669	Uptake the AI Search EVAM bundle changes for Employee Centre Pro for Web Applications	With this change the following are expected: 1. The image duplication shouldn't be visible for search entries, so no image should be displayed on the left side as thumbnail. 2. Icons would be introduced for category results.
Event Management PRB1891871	em_events with the Resolution state 'Closing' aren't processed correctly during the CEST clock change window	em_events with the Resolution state set to 'Closing' aren't processed correctly when their timestamp falls during the CEST clock change window. This results in the alert remaining open even though the closing event is received.
Experimentation Platform PRB1914754	The client captures data from the previous (inactive) experiment instead of the currently active one	The user can complete or cancel an experiment, then activate a new experiment with the same definition ID. However, the framework continues to collect telemetry from the associated usage metrics with the context of the inactive experiment. As a result, stale data is recorded and the exp_variant bucket in the sample map reflects the inactive experiment's variant value. Instead, the client should reflect the latest active experiment linked to a definition, and it should record variant data accordingly after downloading the latest configuration.
Experimentation Platform PRB1921476	Notification for new experiments don't appear	Once experiments are downloaded to the instance, they begin executing without Admin awareness.
Flow Engine PRB1855808	Callback is not invoked due to null pointer in FlowCallBack Executor	When an evaluation run from skill kit app is triggered, an attached error log occurred for a particular flow completion, and the run was not marked as complete.	Trigger an evaluation run from skill kit with many data set records. Notice that an attached error log occurs in the instance.
Flow Engine PRB1893452	AI Agent context isn't properly configured for quick flows		Update FlowUserAgentContextIT.java to accurately count the audit. Expected behavior: Quick flow tests in FlowUserAgentContextIT pass. Actual behavior: Quick flow tests in FlowUserAgentContextIT are failing.
Flow Engine PRB1903013 KB2218721	A flow execution step that calls a Now Assist skill kit is failing because it's sending back 'null' as the response from the skill kit	Now Assist's skill kit that calls flows using dynamic input fails to convert in the expected format in Flow Designer if special characters, like a carriage return, are part of the input.	Refer to the listed KB article for details.
Flow Engine PRB1903784	process_flow.engine related zboot errors in the database dump logs	Errors in the database dump logs from Now Assist.
Flow Engine PRB1905152	The 'Make a decision' flow with invalid reference records in a 'Decision' table fails to execute	When a decision logic flow has no branches (empty flowBlock), it attempts to create a JumpInstruction with empty targets. During execution, this causes a runtime error in the CursorUpdater when it tries to split the cursor.
Flow Engine PRB1910437	Add a script for GenAI app BUs to create flow and action ACLs	A script utility was removed from the Flow AI Access Control effort that would create the flow or flow_action access control rule. That utility has been readded.
Flow Engine PRB1916146	Callbacks invoked on the FD API in Async Quick and from an AI agent shouldn't run as 'system'	This is a product update.
Flow Generation (Family) PRB1877814	The short description isn't produced when users create a flow with Now Assist		Open an instance. Impersonate a GenAI user with NAC. Navigate to Workflow Studio. Select New > Flow. Select the 'Build with Now Assist' tab. Create a flow using the prompt 'Create a flow that is triggered everyday at 4 am and that creates an incident with a short description set to URGENT.' Navigate to the builder page. Observe that the short description is not set to 'URGENT.'
Flow Generation (Family) PRB1915407	The Now Assist flow builder bypasses system rules	It's not possible for the user to create a manual flow with a trigger on the 'sys_update_set' table. This is because of the system property 'glide.ui.permitted_table.' However, the user can use the Now Assist flower builder to automate the creation of the flow without any challenges.	Navigate to the Flow Designer. Create a flow. Use the Now Assist flow builder to generate a flow in which the trigger is the update of a record on the sys_update_set table and the state changes to complete. Observe that the AI generates the flow trigger on a table that should not be available.
Flows (Family Channel) PRB1850039	Code-related text is appearing in the natural language summary for the 'Look up records' action		Navigate to Workflow Studio with the latest changes. Navigate to Create flow > Build with Now Assist. Use the prompt, 'Find all the logged issues yesterday, also if you find any #Problem, report the same to manager through email'. Verify 'Look up records' while the response is being generated. Notice there is a text present saying, 'logged_ON_Yesterday@javascript::gs:beginning....'.
Flows (Family Channel) PRB1871518	In the Natural language view, the table's internal name shows up for 'Create Task' (table problem_task)	'Create Task' is displayed as 'Create problem_task Task'.	Create a flow with Now Assist. Use the prompt, 'Create a flow that runs every day at midnight, and then find all the newly created problem records for the past day'. Iterate over them. If they are not assigned, assign the problem to the level 1 triage group. Move the state to 'triaged'. Send a notification to the group. If they are assigned, assign multiple records to the level 2 triage group. Create a task for each record. Wait for the task to be assigned. Ask for approval from the manager of the task assignee once the task is assigned. Notice that the flow is created in preview, and 'Create Task' is displayed as 'Create problem_task Task'.
Flows (Family Channel) PRB1898848	Duplicate entries of the same flow are populated in the flow versions table when flow generation stops	A flow history entry should be created when the flow is created using AI.	Impersonate any user with Flow Designer and Now Assist creator. Navigate to the Workflow studio. Select New Flow/Subflow. Use any try example. Select Generate Preview. Select Stop generation after one or two components are populated while the flow is being generated. Select Save and edit. Navigate to sys_hub_flow_version once the user is in Flow Designer button. Notice that there are two records with identical flow sysId names; one record with the 'Updated' as the flow type value, which is meant for base instance flows. There should be only one record with the 'Generated' value for the respective column.
Flows (Family Channel) PRB1902025	The subflows are partially generated for the first two example prompts for the subflow	The populate subflow inputs and outputs fail with a code 500.	Create a subflow using the first and second try example. Use the following prompts: 'Create a subflow to create a Flow launcher job using the given job configuration sys id and workload generator parameters. If the job sys id is not empty, assign it as the job exec id subflow output. Start the flow launcher for the created job sys id and assign subflow outputs.' 'Create a subflow that logs the name of the problem input, and then check if the last updated by person is the same as the assigned to. Output the result from the subflow output.' Observe that the skeleton is generated, but the first call for the populate subflow inputs and outputs fails.
Flows (Family Channel) PRB1918469	There's error checking availability for a flow recommendations skill
Flows (Family Channel) PRB1921327	LLM one-extend secure changes	This is a product update.
Flows (Family Channel) PRB1921403	Tools (actions/subflow) do not honor ACLs/Roles if the Agent ACL is successfully validated	When a tool inside AI agent is executed with certain roles and its internal_name does not match the display name, it does not honor the ACL/role and proceeds with execution.	Create an Agent. Add a tool, such as an action with an internal_name that is different the display name. Create an ACL for that tool with an internal_name and a dedicated role. Execute the agent for a user who does not have the required role. Notice that the tool works even though it shouldn't.
Flows (Family Channel) PRB1922279	Glide changes for Text2flow	This is a product update.
Flows (Family Channel) PRB1922818	Customer Service Spoke flows are missing an internal name	Most of the Customer Service Spoke flows don't have internal names.
Flows (Family Channel) PRB1923788	Activating plugin and corrupted flow plugin converts to a corrupted flow when added to a flow		Navigate to WorkFlow Studio. Create a new Flow/Subflow. Add the Activate Plugin and/or Rollback Plugin subflows. Expected behavior: Subflows are added successfully to the flow. Actual behavior: Subflows convert to a Corrupted Flow when added.
Form Controller PRB1905183	Add support for RELATED_LIST _FECTCH_COMPLETED event from Form	The 'Related records' tab assumes that data is available and begins internal page processing while data is still being fetched, resulting in erroneous behavior.	On a Zurich instance, open SOW in UI Builder and navigate to the SRP record page. Set 'Skiprelated list evaluation' to true in Form controller and make the appropriate changes to the client scripts. On Runtime of SOW, open any INC record. In the INC overview tab Impact section, select any Affected CI or Impacted Service card to bring up the View All button at the bottom of the section. Select View all Let focus shift to the Related Records tab. Expected behavior: The tab selected on related records should be the list from where the View All button was selected on INC overview tab. Actual behavior: The tab selected on related records is the first list.
Form Templates PRB1909599 KB2479828	Templates are not updated	The Additional comments section is not filled in even though the Work Notes are filled in. The use of special characters for 'greater than' or 'less than' in the template code, specifically in the resolution notes section, causes the template code to break and the resolution notes to not be displayed.	Refer to the listed KB article for details.
Glide Server APIs PRB1921133	Users can't query guest voice agents due to a lack of impersonation ability in a scoped app	The AI Voice agent application makes a call to a platform API to retrieve guest or public voice agents. These are agents that return basic public data such as company hours, location, etc. These agents have an ACL for a guest user. However, the integration user can't impersonate a guest since the app isn't in a global scope.	Call into the voice agent app. Notice in the orchestrator that the public agents aren't queried correctly.
Health and Safety Core PRB1924486	There's an l10n warning against retrue-up
Health and Safety Incident Management PRB1916809 KB2324070	The Injury illness 'Create' page is blank	This issue was observed in Zurich, but works in previous families.	Refer to the listed KB article for details.
Health and Safety Risk Management PRB1918530	The search function under Hazards in Health and Safety advanced in the Employee Service Center (ESC) is not working	This issue occurs for Health and Safety versions v10 and v11.	Navigate to ESC. Create Health and Safety advanced. Select Hazards. Input a Hazard name under the search bar. Expected behavior: The search function should work as expected under 'Hazards'. Actual behavior: A server error appears.
Health and Safety Risk Management PRB1921969	Under the Health and Safety Inspection survey result, the question order is incorrectly displayed in the NowAgent app	The question order should be displayed the same as the original survey.
Help Center PRB1929400	Support dynamic guidance in help center	This is a product update.
HR Service Delivery PRB1895321	RCAs are generated when triggering the Generate Plan button	The issue is applicable from both the platform and HR Agent Workspace.	Provision an instance with the following plugins installed: sn_hr_core, sn_hr_gen_ai - 11.0.0, sn_generative_ai - 11.1.0, sn_genai_platform - 9.1.0, sn_skill_builder - 6.0.0-snapshot, sn_nowassist_admin - 6.2.6, sn_aia - 5.1.4 , and sn_hr_ai_agents - 4.0.1-snapshot. Enable AI search. Move the HR case to a 'Ready' state. Verify that the Generate Plan button is available. Select the Generate Plan button. Expected behavior: RCAs shouldn't be created and the plan should get generated immediately without RCAs. Actual behavior: RCAs are generated for all the HR services.
Instance Data Replication (IDR) PRB1915169	A seeding topic doesn't disappear post-seeding despite not existing in the topic inspector
Integration Hub PRB1901076	Generative AI Controller (GAIC) fails to handle some streaming responses due to an unexpected format	Not all streaming responses are being returned by GAIC. Upon investigation, the issue was traced to a class in the flow processing code. This component currently supports only SSE or JSON data formats. However, some responses are returned in a different format, which causes the consumer to error out.
Integration Hub PRB1922262	GEMINI tools break handleStream Message	Users see this issue when using GEMINI with the build agent and asking it to write code that contains an '||' OR operator. Users see this error in the logs: 'Exception in GoogleGeminiResponseHandler while reading content from data chunk: Unterminated string at character 620 of...'
Integration Hub PRB1925160	Move WS Security signing capability to MID in SOAP step	This is a product update.
Investigation Framework PRB1909548	The change request 'Checking conflicts' screen loads indefinitely in remedial actions playbook	The 'Checking for conflicts' message appears indefinitely even though the remedial action is successful in the backend.	Set up an investigation tab via ACCF/MECM. Select any service or process to restart or end from the investigation tab. Observe that the playbook is loaded in the contextual side panel. Enter change details such as short description, assignment group, and assigned to. Select Schedule. Observe that the 'Checking for conflicts' message appears indefinitely.
Key Management Framework (KMF) for Platform Encryption PRB1916372	A module key rekey job fails for asymmetric keys		Navigate to the Crypto module. Open glide_usage_analytics_token_signing. Ensure that the key pair is generated in both instances with the same key alias. Perform a clone. Expected behavior: Users should be able to rekey and deactivate the asymmetric key pair and associated cert if it exists on the sys_certificate table of the source instance Actual behavior: The module key rekey job fails for asymmetric keys.
Key Management Framework (KMF) PRB1927390	An API to get a Public Key associated to the Private Key used for JWT token signing	This is a product update.
Knowledge Management PRB1913382	The 'Close' tooltip is hard-coded and untranslated	The 'Close' tool tip is translated on the GenAI Modal popup, however it remains hardcoded in Task Selector, Language Popup, and in the Drafting article dialog.	Scenario 1: Create an article from Incident or Case using Agent Flow from UI16. Select Create Knowledge. Wait for the popup to display. Notice that the 'Close' tool tip is now translated. Select Continue. Wait for the language popup to display. Hover over the cross icon. Check the untranslated tool tip. Select Continue. Hover over the cross icon on the drafting icon popup. Scenario 2: Create an Article from Author flow from UI16. Wait for the popup to display. Notice that the 'Close' tool tip is now translated. Select Continue. Wait for the 'Task' selection to display. Hover over the cross icon. Check the untranslated tool tip. Select Continue. Wait for the language popup to display. Hover over the cross icon. Check the untranslated tool tip. Select Continue. Hover over the cross icon on drafting icon pop-up.
List Administration PRB1888913	The Query field (filter) is reset due to modifications of the state from the list, and the URL on the browser address bar is set incorrectly		Side load UXR changes. Open a base instance list. Open console. Execute the line. Navigate to a URL with a custom filter.
List Administration PRB1911482	Unable to apply 'Nest by' for an external user for a hierarchical list	There are some plugin and Store app dependencies associated with this issue.	Log in as an admin user. Navigate to a page. Configure the Portal Advanced List widget. Open the instance option for the widget. Apply the following instance options: Table: sn_install_base_sold_product Filter: parent_sold_productISEMPTY Nest by: Parent Sold Product Check the Hierarchical for sold product record as an admin user. Impersonate a user. Check the widget data. Expected behavior: The record's hierarchical list is shown. Actual behavior: The record's data is shown as a flat list.
List Administration PRB1914557	Changes to filtered lists aren't saved	When the user edits a filtered list, the changes aren't saved temporarily and can't be accessed later from the 'Unified Nav.'	Create a filtered list and make changes to it. Navigate away from the filtered list. Returned to the 'Unified Nav' and accesses the filtered list. Observe that the list is no longer filtered in the same way.
List Administration PRB1915162	List column values have different font sizes in NS-Sonic-Workspace	This slows down users as they have to zoom in on forms. There's difficulty reading, especially in the 'list' view.
List Controller PRB1907127	Some related list DA model fields are not available in related list controller	Related list model fields should have their values populated, but they don't.	Open UI Builder > Lists Demo > Record list bundle page. Configure the list controller as the following: Type: Related Table: CIs affected (task_ci) Related list parent table: Incident Open the page and inspect the action bar component, now-record-common-uiactionbar. In the console, type $0.daModel. Expected behavior: isParentNewRecord and isParentReadOnly are populated with boolean values. Actual behavior: isParentNewRecord and isParentReadOnly are null.
List Filters PRB1911228	Assignment group in the list filter not populating correctly	When applying a filter on a list, not all the groups are showing up in the filter condition in the assignment groups.
Metric Intelligence (Family) PRB1921270	Ignite does not support IPv6	Fixing the implementation to support IPv6.
MID Server PRB1916650 KB2421892	Patterns on agent commands are randomly failing with allowlist errors	Collecting MSSQL DB details using ACC discovery fails to fetch DB details with an error message. The exception occurred when executing a command on Agent. The error occurs when processing the adhoc check request: 'command failed due to allow list exclusion: check command denied by the agent allow list. Context: Asset allow list empty, using agent config file allow list.'
Mobile Platform PRB1904246	External content should be supported in standard search results	The user can't see the icon or select the URL without adding an admin.
Mobile Platform PRB1909655	External content in standard search results should be supported	The full URL is truncated.	Log in to latest iOS/Android requestor 20.2 app. Search the home for a question. Check SharePoint search results. Expected behavior: It should redirect the user to a valid URL. Actual behavior: External content in standard search results redirects the user to an invalid URL.
Mobile Platform PRB1916140	Mobile Now Assist skill kit in product support	This is a product update.
Mobile Platform PRB1916141	Attachment and external content for standard search results	This is a product update.
Mobile Platform PRB1916148	Mobile NASS entry point update	This is a product update.
Mobile Platform PRB1919819	An error occurs when returning standard search results that don't have attachments associated with them	This problem occurs with iOS and Android requestor 20.2.	Log in as an admin user. Search for standard search results that don't have attachments associated with them (for example, iPhone). Expected behavior: Standard search results should return. Actual behavior: Error returning standard search results that do not have attachments associated with them.
Model Context Protocol Server PRB1923168	Add the 'MCP' scope to glide.services. rest.allowed_ services to allow the MCP Store app to use sys_service	glide.services. rest.allowed_ services is a static list of scopes that can use the sys_service using ServiceRESTMessage. 'sn_mcp_server=mcp-server' should be added to this list. This allows the scope sn_mcp_server to access the sys_service record mcp-server.	From a Store app, call var rm = new sn_internal_services.ServiceRESTMessage('mcp-server') and use rm to call the mcp-server exposed REST APIs. Excepted behavior: Users are able to call MCP server APIs. Actual behavior: Users are unable to call MCP server APIs.
Next Experience Unified Navigation PRB1926908	Both the polaris_header_logo theme asset and the coreUILogo image can be requested in a direct load due to a race condition	When getLogoSource is called initially for sn-polaris-header.view.js, the CoreUILogoSrc isn't defined. As a result, it falls back to get the logo from the theme asset. Later on, when the CoreUILogoSrc is defined, the request for loading the corresponding image is sent.	Log in to an HR instance. Navigate to a record page or homepage. Notice the following requests: theme asset: 0850a525073220105fca5d1aead30038.assetx coreUILogo image: ccbd67c4408f4110f8775ad9518199da.iix When Next Experience is turned on, only the 2nd image should be requested.
Next Experience Unified Navigation PRB1930430	An additional graphql request from nowAssistUtility has been observed to result in a 300ms slowdown during direct load scenarios	This occurs even when the plugin is not turned on.
Next Experience User Menu PRB1904194	Filter users of type AI Agents from the 'Impersonate user' list	Disable users from impersonating any user of the identity_type 'ai_agents'.
Next Experience User Menu PRB1926920 KB2442915	On instances with AI Agents, some users can't be found on the impersonation list	Currently, users with the 'Identity type' field set to 'AI Agent' are filtered out, but they must also be filtered by 'is empty'.	Refer to the listed KB article for details.
Notify PRB1893788	The com.snc.notify plugin takes a long time during the Zurich upgrade	During the Yokohama to Zurich upgrade, the com.snc.notify plugin takes a long time (around 31 minutes).
Now Assist Panel PRB1909094	The Show more button isn't visible on NASS for Safari browsers	When using the Now Assist Panel (NAP), Now Assist for Virtual Agent (NAVA), or Now Assist for Request (NASS) on Safari, the Show more button isn't visible after truncation, so the user is unable to see the full message. This prevents users from accessing the complete content of responses.
Now Assist Panel PRB1912777	Citations are not displayed in the Now Assist Panel (NAP)	Observe that the citations are not generated after the plan generation.	Navigate to an instance. Navigate to sn_aia_property table. Create a record with the following details: Name: show_citation Value: true Target table: sn_aia_usecase or sn_aia_agent Target record: Demo Steps for Incident Resolution or Demo Next Best Action Agent Execute the use case or the agent in NAP. Expected behavior: Citations should be displayed in NAP. Actual behavior: Citations are not displayed in NAP.
Now Assist Panel PRB1913113	External links on fullfiller Now Assist Panel (NAP) lead to 'No records found'		Open NAP as user that owns a STRY. Enter 'what are the seven wonders of the world'. Open links for Sharepoint under 'Sources'. Expected behavior: The link should redirect to a new tab to log in to Sharepoint. Actual behavior: The links redirect to 'No records found'.
Now Assist Panel PRB1914236	Some channels aren't supported on enhanced chat	These controls aren't supported on all channels: Dynamic Choice, and Script Output.	Configure enhanced chat in All > Conversational Interfaces > Assistants. Enable data visualization generation skill in Now Assist Admin > Platform. Open Now Assist Portal. Select Create a data visualization. Expected behavior: Message asking for utterance appears. Actual behavior: Channel not supported appears.
Now Assist Panel PRB1914534	Other components should be able to request AIEL to execute a skill
Now Assist Panel PRB1916147	AI engagement layer initiative	This is a product update.
Now Assist Panel PRB1929041	SKILL_EXECUTION _STARTED passes aiaExecutionPlanId as empty in its payload		Navigate to an instance. Select the sparkling icon to trigger AIEX. Keep the debugger at the SKILL_EXECUTION_STARTED' action handler. Trigger the 'Canvas flow' usecase. Observe that SKILL_EXECUTION_STARTED is passing 'aiaExecutionPlanId' as an empty value. Expected behavior: The aiaExecutionPlanId payload value should have execution planId of execution. Actual behavior: The aiaExecutionPlanId value is empty.
Now Assist Panel UX for Agents PRB1912755	Missing inline editing modal for existing ACLs for agentic workflows and agents		Open any workflow or agent with an existing ACL from studio. Select Role pills in the 'Roles' column of the ACL listed in the 'Define who can access this agentic workflow' section. Edit roles in the appearing modal. Select Save. Expected behavior: The modal should appear, and roles can be updated and saved. Actual behavior: No editing modal appears.
Now Assist Panel UX for Agents PRB1913515	'Run As Triggers' at Agent level isn't initiating a conversation in sys_cs_conversation table		Install AIA 5.1.SNAPSHOT to IT Ticket Status Agent. Add 'Run As' for any AI user with 'Admin' as a role. Configure triggers on incident table with Run AS AI User. Update the incident to initiate a trigger/conversation. Notice that 'Trigger Conversation' is not getting initiated.
Now Assist Panel UX for Agents PRB1919812	Uptake the security role masking changes on Virtual Agent	This is a product update.
Now Assist Panel UX for Agents PRB1919813	Changes to accommodate new AIEL and Now Assist Panel configurations	This is a product update.
Now Assist Panel UX for Agents PRB1919814	Changes to accommodate new AIEL and Now Assist Panel configurations	This is a product update.
Now Assist Panel UX for Agents PRB1919815	Backend changes to align with sunsetted Now Assist Panel chat component and device type	This is a product update.
Now Assist Panel UX for Agents PRB1919816	Capture invocation start to sn_aia_execution_plan to determine if it ran from playground, trigger, or chat discovery	This is a product update.
OAuth PRB1903564	Unable to save JWT verifier map for CTT		Impersonate an oauthadmin user. Navigate to Inbound Integrations. Create new record for the JWT bearer grant. Fill in the mandatory fields. Save the record. Reopen the record created. Add the JWT verifier map with all the fields filled in. Select Save. Observe that a success message shows that it saved, but the field was not updated.
OAuth PRB1927389	Support JWT Token format for OAuth access tokens	This is a product update.
On-Call Scheduling PRB1915941	Channels aren't shown in the escalation tracking modal	If the user gives more than ten numbers in custom escalation, the channels aren't shown in the escalation tracking modal.	Log in as an admin user. Create a shift. Navigate to cmn_rota. Select Shift. Select Edit escalation and contact Pre. Add more than twelve users in step one. Add one user and one group. Add 'Contact Pre' as Email, Teams, and Mobile Plus. Create a trigger rule for the subflow with 'On-Call: Assign by Acknowledgement.' Create an incident. Observe that the channels aren't shown in the escalation tracking modal.
On-Call Scheduling PRB1917069	The property 'com.snc.notify.use _subflow_for_conference _escalation' set to true upon upgrading an instance when the user first installs notify and then upgrades
On-Call Scheduling PRB1922005	Even after rejection, a voice call sends another reminder only with a voice device		Log in as an admin. Create a shift. In a custom escalation, add the user and device in step 1 and the user and device in step 2. Add a contact pref as 'Email'. Create a trigger rule with on-call: assign by ack for workflow. Create an incident. Press 2 in call. It's also sending the second reminder.
On-Call Scheduling PRB1925331	In a custom escalation when a user rejects, the notifications for the next attempt for other users aren't waiting for the defined remainder time		Log in as an admin. Create a custom escalation with more than one user at step 1 or either user + device. Reject via any one user by any channel. Issue 1: The other users are getting notifications for the next attempt and aren't waiting for the defined remainder time. Issue 2: The timer next to attempts in the tracking model is showing lesser time than the time defined when rejected in the previous step.
OneExtend PRB1920363	checkLLMModel Availability returns false when the user's preference language isn't English	Inside checkLLM ModelAvailability compares 'gr.getDisplayValue('available') == 'true'', but gr.getDisplayValue('available') would return a translated word of 'true'.	Call 'checkLLMModelAvailability' in English and see if the result is true. Switch to a different language. Call 'checkLLMModelAvailability' again and see if the result is false.
OneExtend PRB1920515	LLM usage domain separation application properties aren't installed by default		Install the latest OneExtend app. Add the domain separation plugin. Verify the sys_application_property table. Look for domain.llm. usage.entitled. Notice that the property is missing, even though it's part of the repository.
OneExtend PRB1920527	Elaborate or shortened responses load on form skills when the ACL is set to Now Assist Context Menu (NACM) skills	This issue was found in Washington DC. Responses that have been elaborated or shortened appear even though they are restricted to a particular role in the NACM ACL table. The NACM skill in the skill configuration table also becomes 'inactive' by default.	Log in to a Washington DC instance. Ensure Gen AI is setup. Activate the Resolution Notes generation skill. Navigate to the ACL table. Add a role to the NACM ACL, such as workspace_admin. Impersonate an ITIL user. Select the text on close_notes. Elaborate or shorten the text on close_notes. Observe that elaborate and shortened responses are loading even when it's restricted to only the workspace_admin role, and the NACM skill in the skill configuration table is 'inactive' by default.
OneExtend PRB1923466	Search isn't working on the latest znowassiststable	There's exceptions: '#35877 [SEARCH API] OrchestratorScriptUtil: Exception thrown when invoking sn_ais_assist.Conversation OrchestratorUtil script: org.mozilla.javascript .JavaScriptException: java.lang.NullPointer Exception...'	Set up an instance with latest znowassiststable and store apps. Search with any utterance on both NAP and NAVA.
OneExtend PRB1923618	Heap OutOfMemory error and node restart in an ITSM use case for Agentic AI Benchmark	This issue may be caused by the Agentic AI workload transaction allocating heap memory of over 1G.	Run ITSM Benchmark. Test the load with 500 users on Now Assist and 150 users on the Agentic AI workload.
OneExtend PRB1923685	When executing a couple of Zoom Agents, an IllegalAccess error is thrown	The same issue is observed for the 'Create Meeting' Agent.	Log in to an instance. Navigate to Virtual Agent UI. Provide the prompt, 'Please create a user [user's name] having an email ID as [user email address]. The user should be a basic user only.' Expected behavior: A user should be created in Zoom. Actual behavior: The message appears, '{'message':'Invalid inputs for tools execution: JavaException: java.lang.SecurityException: Illegal access to package_private script include function AIAFdihDataTypeConstants: caller not in scope sn_aia'}'.
OneExtend PRB1923978	Metrics aren't observed and FSD isn't executed for ASYNC mode	Detector metrics aren't created in the sys_generative_ai_metric_list table. Also, FSD capabilities aren't executed and don't present in GenAI logs.
OneExtend PRB1924111	Incident Summarization keeps spinning indefinitely when Regex is detected	An error message should be displayed instead.	Open an instance with the latest znowassiststable and GAIC 11.1.1-SNAPSHOT. Navigate to Now Assist Settings > Guardian > Prompt Injection=Block and Log. Add the sys_prop com. glide.one_ extend.security _detector.enabled =true. Add a record in sys_gen_ai_ detector_text _pattern with Type=Full Text match or Regex. Open an incident. Modify the content to trigger the regex in step 4. Summarize the incident. Notice that Incident Summarization keeps spinning indefinitely when Regex is detected.
OneExtend PRB1925075	Flow Designer retries aren't working with async non-quick mode capability executions	The OneExtend API returns an error without doing the retries.
OneExtend PRB1926131	Unable to store long-term memory, skill 'LTM Identify memories (Azure OpenAI C)' / AIA Identify Episodic Memories throws an error in the log
OneExtend PRB1927150	User gets a script error for an execution request	The script execution error: 'Script Identifier: null.null.script, Error Description: java.lang.NullPointerException: Cannot invoke 'String.equalsIgnoreCase (String)' because the return value of 'com.glide.one _extend.resource. dto.v2.MultiCapability ExecutionRequestDto .getMode()' is null, Script ES Level: 0...'
OneExtend PRB1928470	Abnormal GAIC async submission duration	When the user calls certain code with an async request, the response time should be around 0-200 milliseconds. However, the response time can be as high as five seconds because the Builder Entity cache frequently gets reclaimed.	Enable logging sn_ais_assist. AISearchNA4S GeniusResultLogger .level=INFO. Run NAVA QnA flow. Look at the splunk log pattern 'AISearchNA4S GeniusResultLogger response received! duration'. Observe that the submission time can reach two to five seconds.
OneExtend PRB1929432	Improved accuracy of security detectors by leveraging attributes exclusion list	This is a product update.
OneExtend PRB1932671	OrchestratorUtil errors out during a platform upgrade	Observe errors: '#3796 [SEARCH API] OrchestratorScriptUtil: Exception thrown when invoking sn_ais_assist. ConversationOrchestratorUtil script: org.mozilla. javascript. JavaScriptException: java.lang. NullPointerException: Cannot invoke...'
Oracle Reconciliation PRB1876511	An install shouldn't be deleted if there are applications pointing to it
Platform Analytics Dashboard API PRB1893690	External users are unable to generate the bar and pie charts on any columns of a table for the first time	This issue occurs only for the first time the user attempts to generate bar and pie chats.	Provision a new TD instance on the latest master. Log in as an admin. Install the OCS plugin. Log in as an external agent. Select All on the cases. Select the context on any column, such as 'contact'. Select Bar chart or Pie chart. Expected behavior: The user should be able to generate bar and pie charts. Actual behavior: The page keeps loading continuously.
Platform Analytics Dashboard API PRB1920884	CIO Dashboard duplication is resulting in failure by the users 'sn_ciodashboard .ciodashboard_admin' and 'sn_ciodashboard. ciodashboard_user'	Users get the following error in the logs: 'DASHBOARD_API: Duplicate API - Widget Collision WidgetCollisionException - Colliding Widgets are: Widget....'	Install the CIO app for the instance. Log in to the instance with either of these roles: sn_ciodashboard.ciodashboard_admin or sn_ciodashboard.ciodashboard_user. Try duplicating the dashboard. Observe that it is duplicating the dashboard error, but the dashboard is created in the backend with an incorrect UI.
Platform Analytics Dashboard API PRB1923076	The 'grouping' feature isn't turned on for all dashboards	The par.dashboard. widget.group. enabled.dashboards. list property should be updated to call CxO dashboard sysIDs, so that grouping is turned on for all CxO dashboards.	Open any CxO dashboard other than the CIO dashboard. The grouping feature isn't turned on by default for all dashboards.
Platform Analytics Dashboard API PRB1923080	A new dashboard category, C-suite, isn't available in the platform		Open the analytics_category table in an instance. Observe that there's no C-suite category present.
Playbook Experience PRB1908664	Issues on Incident playbook on Zurich version	Records are replaced.	Log in as OHS Manager and create a new incident on Health and Safety workspace. Navigate to 'People Involved' tab. Add a new record under 'People Involved' and select Save. Select another record under 'People Involved' and select Save. Observe that the section under 'Add persons involved' does not get refreshed after saving until the page is refreshed. Upon adding another person under 'People Involved' and saving, the first record gets replaced instead of adding a new person.
Playbook Experience PRB1916406	When a non-PO invoice is converted to a PO invoice, the PO confirmation pop-up is not closed and the user is stuck		From the top menu, select Workspace > Source to pay workspace > Invoices > All invoices > New. Select. Select PO invoice from the Type drop-down list in the invoice form. Fill in all mandatory details and save. Select the View Invoice Processing case button. From the playbook tab, change the purchase order to something else. Scroll down and select Continue. Notice that a warning modal opens but none of the buttons work, including the default cross button.
Playbook Experience PRB1920761	The default value of inputForm ControllerFieldItem and inputForm ControllerSections is an '[]'	Activity UIs that are making a copy of the default and removing the form bundle get an '[]' and it breaks the runtime of the computeFormProperties behavior. This makes DAs not load and other issues could appear.	Open the Playbook Activity UI Controller. Navigate to the properties for inputFormControllerFieldItem and inputFormControllerSections. Expected behavior: Both's defaultValue should be '[]' or an empty string. Actual behavior: Both are set to the string of '[]'.
Playbooks (Family Channel) PRB1916240	Duplicating playbook with permissions referencing an activity does not copy over properly		Create a playbook. Add a stage and create new record (incident table). Fill out a trigger and parent record. In the playbook permissions tab, reference the activity created. Duplicate the playbook. Observe that the pill errors out.
Playbooks (Family Channel) PRB1917556 KB2461528	The user observes a 'No Playbook stages available' error in the Playbook tab	When creating an HR Lifecycle Events case with the Center of Excellence (COE): HR Lifecycle Events Case, and then moving the case to 'Ready' state, the Playbook tab displays 'No Playbook stages available' instead of showing the expected playbook cards in their respective lanes.	Navigate to HR agent workspace. Create an LE case with COE: HR Lifecycle Events Case, HR service: New Hire Onboarding. Move the LE case state to Ready. Expected behavior: Playbook cards are to be visible under playbook tab. Actual behavior: In Playbook tab, the user is not able to see any playbook cards. It is displaying 'No Playbook stages available' instead of playbook card.
Playbooks (Family Channel) PRB1918168	Record Generator does not enforce runtime permissions	An error should display saying that an action cannot occur, but the action occurs anyway,	Provision an instance with the Playbook Experience Demo plugin installed. Open Playbook Designer > Playbook Experience Demo. Auto-upgrade to schema version 3. Impersonate a user with access to Playbook Experience Demo workspace but not access to read/create on the interaction table. Open Workspace: Playbook Experience Demo. Create a new Interaction. Expected behavior: An error message displays saying that the playbook cannot be displayed. Actual behavior: Playbook Experience Demo opens.
Playbooks PRB1922985	A banner message to install the latest PAD should be displayed on a Playbook Designer page	To inform users to install the latest PAD when the new Now Assist for Platform version is available, there should be a banner message on a Playbook Designer page advising them to upgrade PAD for the Agentic Playbook feature.	Navigate to any instance with the latest Glide build. Install Workflow Studio. Launch Workflow Studio. Open any particular playbook. Expected behavior: There's an info banner message to install the latest PAD to get the Agentic Playbook feature. Actual behavior: No banner is available.
Predictive Intelligence PRB1890514	A 'Feature Importance' tab displays for java classifications		Train a classification solution with glide.platform_ml. api.enable_ workflow_classification as 'false'. Observe that the 'Feature Importance' tab appears even though it's not trained with explainability. Expected behavior: The 'Feature Importance' tab shouldn't appear. Actual behavior: The 'Feature Importance' tab is appearing.
Predictive Intelligence PRB1892456	Workflow predictions fail when the attachment is missing for word vector corpus in the ml_model_artifact table	After deleting the attachment created in the word vector record in the ml_model_artifact table, the predictions fail with a bad URL and the word corpus artifact is referenced incorrectly.	Set glide.platform_ml.api.enable_workflow_similarity to 'false'. Create a word corpus record. Create a similarity definition. Select the word corpus created in step 2. Select Submit and Train. Notice that after successful training, the word vector record is created in ml_model_artifact table with an attachment. Perform the predictions. Ensure the predictions are successful. Set glide.platform_ml.api.enable_workflow_similarity to 'true'. Delete the attachment from the word vector created in step 5. Re-trigger the training. Perform the predictions after successful training. Notice that the predictions fail with a malformed URL, and the workflow predictions are incorrectly referencing the word corpus artifact.
Predictive Intelligence PRB1921497	For similarity, an empty column in the 'Test' table causes an error during predictions
Process Mining PRB1905387	Addition of Query ACLs in Process Mining	This change adds new Query ACLs on certain table(s) and field(s) to grant query_range access.
Process Mining PRB1912315	Filter set models are calculated on an incorrect number of cases when filter set conditions match more than 10k results	There's issues with filter sets' data upload: 1. Use the correct page size value for fetching filter set case IDs. 2. Add a header line to a filter set file upload for the second page onwards. 3. Avoid a case count query for filter sets' file names to avoid timeouts while the data file name generates for a full mine.
Process Mining PRB1920054 KB2423567	Condition with transitions are failing when viewing the 'Schedule task' results	This issue occurs when upgrading from Xanadu to Yokohama.	Refer to the listed KB article for details.
Process Mining Workspace PRB1918498	'Process Configuration' and 'External Data' lists don't show all configurations and external tables on Process Mining Workspace		Navigate to the Process Mining Workspace. Open the 'Process configuration' tab. Expected behavior: The scroll must work correctly. Actual behavior: If there are many process configurations, notice that there's no pagination option to flip to the next page. Verify this by sorting the list.
Process Mining Workspace PRB1921809	Enable auditing on Process Mining config tables	This is a product update.
Request Management PRB1917740	Deprecated legacy workflows are installed on zbooted instances	Several base instance legacy workflows are installed in Zurich.
Restricted Caller Access (RCA) PRB1925925	Users are unable to see the sparkle icon for an email recommendation		Refer to the listed KB article for details.
Roles PRB1916157	Agent role controls for Identity type	This is a product update.
Roles PRB1916160	Agent role inheritance restriction	This is a product update.
Scheduled Jobs PRB1915686	The run_dayofweek field isn't visible until the trigger type is changed	In the cds_client_schedule table, the run_dayofweek field isn't visible for an entry with a 'Weekly' trigger type. The field only becomes visible when the trigger type is changed, then reverted back to 'Weekly.'	Navigate to the cds_client_schedule UI. Create a schedule entry with the trigger type set to 'Weekly.' Observe that the run_dayofweek field isn't displayed. Change the trigger type to a different value (for example, 'Daily'). Change the trigger type back to 'Weekly.' Observe that the run_dayofweek field now appears (for example, 'Day: Monday').
Search Application Configurations PRB1912254	Performance test results for the E2E backend query show high response results	When the user runs a jmter test for a backend E2E query, the test results show a high response time, with an average of 1065 milliseconds.
Security Attributes PRB1916143	'Are you an Agent?' security attributes	This is a product update.
Security Attributes PRB1916145	Default access posture security attribute	This is a product update.
Service Catalog Builder PRB1897911	In ServiceNow Studio, when creating a catalog item using the AES Standard Items template, the catalog item preview fails to properly honor the dark themes for both Coral and Polaris	This issue also occurs when the user attempts to see the item preview after select 'Preview in new tab'.	Ensure the AES plugin is installed. Navigate to Navigation menu > ServiceNow Studio > Create app. Fill in the details. Create the file. Enter sc_cat_item in the search bar. Select Catalog item. Select AES Standard Items template. Create a catalog item. Observe the various item previews available for the catalog item in portal, Mobile and Virtual Agent. Expected behavior: The item preview should honor the dark theme. Actual behavior: The item preview doesn't honor the dark theme for both Polaris and Coral theme.
Service Catalog Portal Widgets PRB1910324	There's a dump error from the catalog in ynowassist	Notice the error: '...glide SYSTEM FailDMTUtil SEVERE *** ERROR *** File GLIDE INF/plugins/com. glideapp.servicecatalog .standard_ticket/update/ sys_ui_list_std_ ticket_action_input_ model.xml contains a record that will not correctly trigger collision detection. Expected the record to be in a file named sys_ui_list_std_ticket_action _input_std_ticket_config_ action_null.xml'.
Service Catalog Portal Widgets PRB1911973	Unable to display the 'show more/less' menu for the 'Incident ticket' form		Navigate to the standard ticket configuration from the navigation menu. Open the incident table ticket configuration. Under 'Info region' tab, mark the Show description field as 'Always'. Mark the Description field as 'description/short description'. Save the changes. Launch Service Portal. Search for the 'Create incident' record producer. Fill in the variables and submit the form. Observe the ticket details. Expected behavior: The incident standard ticket form must show the description along with the 'show more/less' toggle. Actual behavior: Despite of the configurations, the 'show more/less' toggle isn't displaying.
Service Catalog PRB1916122	The ability for catalog authors to control prefill behavior (KG, user personalization API, chat history)	This is a product update.
ServiceNow Voice (Family) PRB1894893	Add an AI Voice Agent service type to libkmf
Service Operations Workspace Admin Center PRB1904917	Stale versions of SRM team governance files	This is a product update.
Service Operations Workspace for Change Management PRB1877891	The summary section on the change overview page doesn't support dot-walked fields in read-only mode		Modify the 'Summary' section of the 'SOW-Change-Overview' view. Add a dot-walked field into the view. Save the view. Open a change request in SOW. Observe that the dot-walked field is not displayed in the 'Summary' section. However, it's correctly displayed when the user edits the form.
Service Operations Workspace for Change Management PRB1891866	The getRiskActions method of SOWChangeUtils throws an invalid table name exception	An invalid table name error occurs.	Open Scripts - Background. Execute the code in the sn_cow_chg scope. Notice the error is displayed, 'Error Description: org.mozilla.javascript.EvaluatorException: GlideRecord.get() - invalid table name'.
Service Operations Workspace for Change Management PRB1896342	The Restore or Make next agenda item buttons overlap with the agenda description text	When the user opens a pending CAB meeting and selects an agenda card, the Restore or Make next agenda item buttons overlap with the agenda description text.	Open a CAB Meeting that's in the pending state. Select any of the agenda cards. Observe that the Restore or Make next agenda item buttons overlap with the agenda description text.
Service Operations Workspace for Change Management PRB1898517	Change Requests aren't documented when created from an Incident in Service Operations Workspace (SOW)	This issue is observed in Xanadu and in Yokohama.	Impersonate a user. Select Create New incident. Create a Change (CHG) from the Incident (INC). Select Create normal change. Notice that the RFC field is updating in the Incident Related list. Return back to the INC. Notice that in the backend, the CHG is present in INC. Log in to SOW as a user without an ITIL role. Create a new INC. Create a normal CHG from the INC. Save it. Notice that the CHG Number is not listed in SOW.
Service Operations Workspace for Change Management PRB1898965	When selecting 'Go to CAB Meeting' on the Service Operations Workspace (SOW) Change sidebar, this navigates to the UI16 CAB and not the SOW CAB if it's installed	The property 'com.snc.change.use_sow _meeting' should be set to 'true'.	Load SOW and CAB Meeting. Navigate to a change request that is included in a CAB meeting. Select Go to CAB meeting on the Record Information sidebar. Expected behavior: The CAB meeting opens in a new tab within SOW if the property 'com.snc.change.use_sow_meeting' is set to 'true'. Actual behavior: The UI16 CAB meeting is opened in a new browser tab.
Service Operations Workspace for Change Management PRB1900249	The Copy Change UI action on Service Operations Workspace (SOW) doesn't allow copying when a mandatory field is not populated	The Copy Change UI action on Service Operations Workspace is not allowing until mandatory fields are updated, when in Native UI, it copies without any blockers. When replicating the same on Native UI, the new change is created and no error message occurs.	Open any change in SOW. Empty any mandatory field without saving. Select the Copy Change button. Expected behavior: A new change should be created. Actual behavior: A new change isn't created, and the error is displayed, 'The following mandatory fields are not filled in...'.
Service Operations Workspace for Change Management PRB1900447	After upgrading to Yokohama and Service Operations Workspace version 7, when creating a CHG from a PRB via SOW, the user is no longer redirected to select a change mode	In a base instance that has SOW v7, and the functionality of a Normal Change Request being created is observed, and there is no option to select a different model.	Open Service Operations Workspace. Navigate to Lists > Problems > Create a new PRB. Save the PRB. Navigate to the 'Fix Tasks' tab. Select New. Notice that a new 'normal' change request record is immediately opened.
Service Operations Workspace for Change Management PRB1908670 KB2330510	If the 'Standard Change' plugin isn't installed, then the 'Create Change' page doesn't display cards in Software Operations Workspace		Refer to the listed KB article for details.
Service Operations Workspace for Interaction Management PRB1906057	The chat session tab is purple in color	The chat session tab is purple when the page is refresh after an interaction ends	Log in as an agent and navigate to SOW workspace. Log in as requestor and start a chat by navigating to /sp portal. Accept the chat and then end it. Notice that the chat session tab is purple in color.
Service Operations Workspace for On-Call Scheduling PRB1915351	Escalation tracking and escalation triggers don't load or save properly	On a zbooted Zurich instance, the live escalation doesn't load. Also, when the user creates and saves an escalation trigger, the record isn't shown in the left panel list.	On a zbooted Zurich instance, log in as an admin user. Navigate to the Service Operations Workspace (SOW). Navigate to the teams record page of any group. Select the 'Escalation Triggers and Policies' tab. Select the Create Trigger button. Fill out the form. Select Save. Observe that the record isn't shown in the left panel list. Create a trigger rule in UI 16 with some conditions, and make sure the flow is 'On-Call Assign by Acknowledgement.' Create a new incident in SOW. In the side panel, select the escalation tracking icon. Observe that the live escalation doesn't load.
Service Operations Workspace for Walk-Up Experience PRB1900676	The Check-in button isn't visible on Service Operations Workspace (SOW) for Walk-up location kiosk records	This issue is caused because of the UI Action Visibility record being shipped, causing the UI action to be hidden from other workspaces.	Impersonate an ITIL user. Navigate to Service Operation Workspace > List > Walk-Up > Location Kiosks. Select any location kiosk record. Notice that on the top right side, the Check-in button isn't visible.
Service Operations Workspace PRB1888160	The 'Configure page' option is missing in the 'List 'page for the List Bundle SNC page variant	The 'Configure page' option is missing for the 'List' page when the page variant used is 'List Bundle SNC'.	Hop in to a Xanadu or Yokohama instance. Navigate to any workspace. Navigate to Lists. Select on the User profile icon to see all the options. Expected behavior: The 'Configure page' is seen as an option. Actual behavior: The 'Configure page' option is not available as an option.
Service Portal PRB1900517	The Portal Search box is a rectangle instead of oval with white spaces surrounding it	This issue was found when upgrading from Yokohama to Zurich.	Hop in to an instance. Select Request. Notice that the Search box is in the shape of an oval, and there is white space around it.
Service Portal PRB1919036	Faceted Search Widget/Genius Result card doesn't have a responsive design and disappears on a mobile browser or a small browser window	The issue can be reproduced on mobile and on a computer browser with developer tools.	Log in to a Xanadu instance. Turn on AI Search. Turn on Genius Results for Portal. Turn on AI Search on Portal. Navigate to the Portal where this is turned on (/sp or /esc). Perform a search and view that the Genius Result show. Inspect the page to view the developer tools. Set the dimensions to a phone size. See that Genius Results disappear.
Service Portal PRB1921882	A session isn't reset on the portal enhance chat for Dynamic Window	The session context variables aren't reflecting the updated values after changes are made in the application. Either the server session should be updated or the existing session values should be cleared to ensure the context variables carry the latest information.
Session Management PRB1921793	Language preferences aren't getting saved	The changes to GlideSession.getLanguage() and LanguageCookieHanlder are breaking how the platform saves the language info when the user logs out. Those changes may also be breaking other functionality inside the language support for non-authenticated users.	Log in to an instance. Select a language or change the default language of a user. Once language changes, log out from the instances. Expected behavior: An instance should save the selected language. Actual behavior: An instance isn't saving the changes.
Software Asset Management Content Service PRB1893356	The com.snc.samp plugin fix script is takes long (1 hour and 10 minutes) during the Yokohama to Zurich upgrade	This issue occurs when upgrading from Yokohama to Zurich.	Upgrade a Yokohama instance to Zurich. Observed that the com.snc.samp plugin fix script takes long during the upgrade.
Software Asset Management PRB1899794	Create rotations as a fix script to ensure plugin/store app upgrade rotations are setup for the 'IBM License Compliance for Software Asset Management' application	Rotation schedules aren't created when the plugin is repaired.	Provision an instance with the app-sam-ibm-licensing store app installed. Check the tables 'Public Cloud vCore' (ibm_public_cloud_vcore0000 to ibm_public_cloud_vcore0006), 'HMC Virtual Machine vCore' (ibm_vm_hmc_vcore0000 to ibm_vm_hmc_vcore0006), and 'VMware Virtual Machine vCore' (ibm_vm_vcore0000 to ibm_vm_vcore0006). Expected behavior: Rotation schedules are created for the plugin tables. Actual behavior: None of the tables have rotation schedules created.
Software Asset Management PRB1912731	The 'Software Procurement Workflow - Auto Allocation' flow creates allocations even if app-sam-now-assist is activated	The 'Software Procurement Workflow - Auto Allocation' flow allocates 1 license, but shouldn't allocate any if app-sam-now-assist is activated.
Software Asset Management PRB1913658 KB2290496	On an upgrade to Yokohama, new entitlements may get created from entitlement import errors	Users may observe the issue as duplicate entitlements found after an upgrade to Yokohama, or, after an upgrade to Yokohama, a number of entitlements were added that were created by 'system'.	Refer to the listed KB article for details.
Software Asset Management PRB1920322	On Red Hat, an undetermined reason is caused by an incorrect 'Virtualized By' relationship	A virtual device should have a 'Virtualized By' relationship to a host, but if the 'Virtualized By' is connected to a virtual instance, it's considered as an incorrect relationship. When a virtual install of Red Hat is on a Virtual Machine with an incorrect virtualized by relationship, there's an undetermined reason created for the install. This is because the incorrect VM-host relationship prevented the install to be added in the 'samp_vminstall_on_pinstall' view, so it can't be found when processing the installs in SamNewRedHat PerSocketPair LicenseCalculator. As a result, the install cannot be reconciled by the calculator and is stamped as 'undetermined'.	Create a VM with 'virtualized by' set to a VMWare Virtual Machine instance. Create a Red Hat Enterprise Linux install and set 'installed on' to the VM created in step 1. Create an entitlement for a Red Hat Enterprise Linux (license metric should be per socket pair). Run recon. Observe the undetermined reason created for the install.
Software Asset Normalization PRB1904901	The enhancements for Norm product / publisher are not cleared / stamped on a few installs
Software Asset Normalization PRB1916894 KB2397254	A 'Normalization' job isn't re-normalizing discovery models when incorrect content rules are deactivated	When a discovery model table is queried with an array containing more than a million sys_id's in addquery, GlideRecord query silently fails with a QuerySizeToo LargeSQLException.	Refer to the listed KB article for details.
Software Asset Reclamation PRB1907403	Reclamation candidates and reclamation rule issues	For bulk reclamation, 'Auto generate name' and 'Populate install related fields' Business Rules don't run. Therefore, fields like name, description, product, publisher, cmdb_ci, etc. are empty.
Software Asset Reclamation PRB1916098	SAMPReclama tionUtil throws an exception	The NewReclamation WorkflowForMultiple InstallsIT test fails because SAMPReclamationUtil throws an exception. The software installation doesn't have a providerNiceError.
Software Lifecycles (Family Channel) PRB1910582	There's a duplicate sys_choice for current_lifecycle _phase in sam_sw_product_ lifecycle_report	The duplicate might be coming from the older field as they don't exist in that older field anymore.
Survey Management PRB1918779	Users can't access survey-related functionality from within the Localization Workspace due to the restricted visibility of a key script	The script include LFSurveyProcessorScript is defined with the default access (private) scope. Since it's not accessible publicly, it prevents runtime access from external or scoped applications.
System Scheduler PRB1920384	There's a missing sys_scheduler_me mory_pressure _job_log table on an Oracle instance due to an SQLException in db-dumps		Create an instance with an Oracle database. Open the list view for the sys_scheduler_memory _pressure_job_log table. Expected behavior: The table should list the records. Actual behavior: The table displays a 'not found' error due to a zboot error.
Template Management for Field Service PRB1920388	When accessing a work order template, $sm_templates can be slow and cause memory issues on the client-side (browser)	$sm_templates can be slow when accessing Work Order Template and cause memory issue on the client-side (browser)	Open https://[instance_name].service-now.com/$sm_templates.do ?sys_id=[template_sysid]. Notice it's slow if the templates have a relatively large number of the task templates. If it loads eventually, load it multiple times. Notice that the page timeouts and becomes blank.
Third-party Risk Management PRB1918672	A TPRM industry fix script looks up a non-existent column	After removing the column from the table definition, the same column is still used by the fix script: fix_script_adding_tprm_industry.xml. During the upgrading, the fix script is looking for the non-existing column 'industry'. It can take 20+ hours to run the fix script.
Tier 2 Storage Offload PRB1877226	Conflict on a field name when creating an offload rule	When configuring an offload rule, there's a conflict if a system field is set as an indexed field.
Tier 2 Storage Offload PRB1889818	The default retry period for failed offloads is too low	The default retry period should be 6 hours.	Generate a record whose offload perpetually breaks. Make it fail on offload with a 60 minute retry period. Archive other records that would get offloaded by the same rule. Notice that the records never get offloaded.
Tier 2 Storage Offload PRB1893476	Tier 2 Index tables don't properly store DocumentID data	When creating a Tier 2 offload rule, the user is able to select DocumentID columns for indexing on the cidx_ table created to store the indexed data. Columns of DocumentID type are missing the 'Dependent Field', which impacts the navigation and readability of index tables. This results in no previews or quick links to the record on cidx table.	Create an archive and offload rule for sys_email. Create or choose a sys_email record which references some other record in its 'instance' column. Archive the record. Observe that on the archive table, the link to the referenced record is preserve on the column. Offload the record to tier 2. Observe that the link is missing on the cidx_ar_sys_email table, and the data appears '(empty)'. View the XML for the record on the cidx_ar_incident. Observe that the sys_id is in the instance column. Navigate to the sys_dictionary table. Open the 'instance' column for cidx_ar_sys_email. Select Related links > Advanced view. Navigate to the 'Dependent Field' tab. Notice that the Dependent Field isn't selected. Navigate to the sys_dictionary table. Open the 'instance' column for ar_sys_email. Notice that there is a Dependent field selected.
Tier 2 Storage Offload PRB1897660	Change the sys_property glide. db.archive.offload. free_storage_max_gb value from 100GB default to 36T
Transaction Management PRB1909722	Forked transactions close the async context immediately on an error	A few users have reported encountering a blank screen.
Transaction Management PRB1913194	Unhandled Exceptions in GlideTransaction Processor may leak HTTPTransaction objects, causing memory issues
Universal Task PRB1912572	UT agent is unable to add/view checklist items	The UT is configured with task type 'Checklist' for UT agents.	Log in to the instance as an agent. Open any HR case/Universal request. SelectCreate a universal task UI action. Fill the mandatory fields. Set the task type as 'Checklist'. Save the form. Expected behavior: The agent should be able to access the checklist items and can add/delete an item from the record. Actual behavior: The checklist items are not available to the agent.
Upgrade Center PRB1909309	Upgrading with parallel plugin loading causes Out of Memory (OOM) errors due to dense requests to flush caches	Plugins loaded during an upgrade may require the flushing of caches. The next time they are accessed, these caches are reloaded from a database. When combined with the parallel loading of plugin (PPL), the density of requests to flush the caches is much higher, which stresses the system.
Usage Analytics PRB1923117	Allow the MCP app to access query services	Enable the MCP app to securely query data from the Query Service for faster and more efficient insights.	Navigate to any instance. Select any specific app scope or perf dashboard. Create a script and try fetching MCP data using new sn_app_analytics. SNAnalytics QueryService().post. Verify that this script fails due to a scope restriction error. Excepted behavior: Users are able to fetch MCP data. Actual behavior: Users are unable to fetch MCP data due to a scope restriction error.
UX Framework PRB1888918	List with filters isn't rendering as expected when the Chrome extension (Now link Manager) posts the full URL		Create a list with filters. Copy the shareable URL. Navigate to another list. Attempt to open the filtered list URL in a new Chrome tab. Notice that the new tab is closed and the URL is posted to the matching Chrome tab (Workspace match), and the filters aren't applied and the entire list is rendered.
UX Framework PRB1901587	Intent Library changes cause a SEND_INTENT _FEEDBACK error due to no meta.generator ForFeedback	The NAP window eventually displays a message that reads: 'An error occurred while saving your app. Please check with your admin.' The following error can be observed in the browser console: 'IntentTranslatorBehavior: LIBRARY-INTENT-CHANNEL#SEND_INTENT_ FEEDBACK action is missing generatorForFeedback from meta'.
UX Framework PRB1903448	A UI Builder record page has a nodemap with 250 nodes which takes more than 15 seconds to load as per a WPT run
UX Framework PRB1905564	Rendering of 'Incident overview' impact section cards and their content is delayed	Old layout values are persisted.	For any existing macroponent, check its layout bound values in UX Layout Bounds table. Export that macroponent XML and make some changes to it. After making the changes, import the XML. Check the layout bound values again. Expected behavior: New layout bound values are reflected with respect to the changes made in the macroponent. Actual behavior: The Business Rule does not run when the user imports the XML/system upgrade/plugin upgrad, causing the old layout values to persist.
UX Framework PRB1909151	Bundle prefetched route icons	This is a product update.
UX Framework PRB1912438	Redundant render calculation of subtree if the node is in suspend mode	When a node is in suspend mode, it will not be stamped into the DOM tree, but still build childrenContent of the suspended node in the view function regardless the mode.	Open Chrome dev tool. Open 'renderMacroponentNode.js' in the source tab. Add a conditional breakpoint. Check the 'childrenContent' variable. Observe that it's built regardless of the mode.
UX Framework PRB1915549	The ui-core-bundle may perform better if the sn-ui-logger and the ui-analytics-bundle are moved to another bundle	The ui-core-bundle is large, but its size can be reduced by moving the ui-analytics-bundle and the sn-ui-logger to another bundle. This may benefit the network load and the the CPU cycles for the repeat view (because of the script evaluation and script parsing time).
UX Framework PRB1915794	Data doesn't display in the Teams module on the Zurich instance	Data doesn't display in the Teams module on the Zurich instance. For example, assignment groups may not appear.
UX Framework PRB1915996	The client script added on 'macroponent ready' and 'macroponent property changed events' doesn't trigger	When the user creates a controller and adds a client script on 'macroponent ready' and 'macroponent property changed events,' the client script isn't executed.
UX Framework PRB1916142	Intent library updates for Gen AI Canvas	This is a product update.
UX Framework PRB1918618	Session tabs above the maxCachedPage Count stay in DOM		Open the Service Operations Workspace incident records list. Open at least 7 record tabs. Select one of the opened tabs. Expected behavior: There should be only 6 (1 active + 5 chrome_main.maxCachedPageCount) session tab content in the DOM, the rest of tabs should have their sn-canvas-screen #shadow-root nodes detached. Actual behavior: All 7 tabs are open and all their shadow-root nodes are stored in DOM.
UX Framework PRB1920715	UxExperienceURL Converter.convertURL ToRoutePayload doesn't support URLs that have '__state__'	When the URL points to a UXF page that also has an encoded persisted state (__state__), the generated route payload doesn't contain that state and hence is inaccurate to the URL. This is causing an issue with the history menu, where the route payload attached to history items only contains the list id and no persisted state, and selecting the history item is opening the list but not matching the description of the query conditions for that URL, because the route payload doesn't contain the persisted state.
UX Framework PRB1923265	Preload cacheable content for screen and shell		Open ITSM Workspace. Observe that partial requests aren't preloaded early in the document.
UX Framework PRB1923311	UX dependency tracing should use LargeContent DiskCache.get Metadata to avoid file touching	File descriptors should not increase when there is a cache hit.	Access a workspace homepage (for example: CSM, SOW, or Case Record). Re-load the page multiple times. Monitor open file descriptors for LSOF. Notice the file descriptor entries. Notice that the file descriptors increase even when there's a cache hit.
UX Framework PRB1924691	Improve toolbar and session tabs rendering for direct load repeat view		Navigate to any instance. Do a direct load for pages in workspace with UXR Workspace Appshell.
UX Framework PRB1925967	Engagement Messenger isn't loading chats after upgrading	The chat box in Engagement Messenger is blank, and loads no content. The errors occurs, 'SecurityError: Failed to read a named property 'uxfIntentLibrary' from 'Window'.	Launch the Engagement Messenger. Select the chat box. Observe that the chat box is blank. Navigate to a Yokohama instance. Navigate to Agentic Portal in a separate browser tab, but don't attempt to log in. Open the dev console. Execute the script. Execute the code. Select the chat bubble that appears after the code finishes executing. Expected behavior: The chat loads with content. Actual behavior: The chat load is blank and a security error appears in console.
Virtual Agent Designer Legacy PRB1891033	Marking the 'AI Agent'/ 'Agentic Workflows' as 'Promoted' from VA designer does not show up as a Promoted action in Virtual Agent	The user should be able to mark AI Agents / Agentic Workflows as 'Promoted' from VA Designer, but this does not appear as a promoted action.	Ensure all Agentic Workflow and Now Assist Virtual Agent plugins are updated on the instance. Navigate to Conversational Interfaces > Virtual Agent > Designer. Select the tab 'Agentic Workflow' and select an base instance workflow. Mark the workflow as 'promoted'. Ensure the Agentic Workflow is active, visible and discoverable. Navigate to the esc portal. Notice that no promoted Agentic Workflow / AI Agents appear as a button (promoted action).
Virtual Agent Designer Legacy PRB1891079	Validate NLU discoverable topics retrieved from cache when domain separation is turned on	Provide a scriptable function vaSystem. getNLUDiscoverableTopics (String languageCode) that returns the names of the active and discoverable topics given a language code. If no languageCode is given, it uses the session language. If NLU is turned off on the instance or com.glide.cs.cache.topic_type.enabled is false, it should return an empty list and log why.
Virtual Agent Designer Legacy PRB1917696	Virtual Agent Designer isn't displaying options for subflows if there are more than 100 spokes	.	Log in to an instance with more than 100 spokes. Navigate to Virtual agent designer > Open a new topic. Add the 'Action' component to the designer. Check the option 'subflows' for 'invoke flow designer object'. In the 'Spokes' menu, select a spoke which is at the end of the list in the 'Spokes' table. Select the 'subflow' menu. See that there isn't any options.
Virtual Agent PRB1879865	Now Assist doesn't generate Japanese answers properly	The results are mostly in English.
Virtual Agent PRB1881959	The user doesn't receive small talk responses in WhatsApp LLM mode	When using Whatsapp in LLM mode, the user receives search-related responses instead of small talk responses.	Navigate to Whatsapp in LLM mode. Try to say 'hello,' 'how are you,' or 'thanks.' Expected behavior: The user gets small talk responses. Actual behavior: The user gets search-related responses.
Virtual Agent PRB1887850	Setting com.glide.cs. task.transaction. enabled sysprop to true causes multiple issues	A sys_generative_ai_log record with definition = 'Summary (Now LLM Mixtral)' has nothing recorded for prompt_token_count and response_token_count.
Virtual Agent PRB1890524	Increase in heap utilization due to expression cache for search	This issue occurs from a script include expression cache from platform.	Set up Now Assist Virtual Agent (NAVA) on a Yokohama instance. Perform search actions from the chat window. Notice that the expression cache is filled due to this. Notice that the load of 25 users on a single node for one hour for the search action performed occupies more than 500MB.
Virtual Agent PRB1890944 KB2338484	Large /api/now/v1/cs/ consumerAccount /unreadMessage calls from Proactive Trigger exhausts instance API resources	Some users on Portal have over 1 million of /api/now/v1/cs/ consumerAccount /unreadMessage call observers in the node logs. This causes an issue as it exhausts the API rate limit and prevents people from submitting forms on the portal and other issues. The API call is constantly sent out even when the session is timed out.	Refer to the listed KB article for details.
Virtual Agent PRB1892135	A reference datatype gives multiple output cards instead of one card
Virtual Agent PRB1892416	Incorrect column usage when updating the One API Service Plan Invocation record	A warning occurs in the logs.	Execute any simple Now Assist Virtual Agent use case (for example: small talk, what is spam). Notice the warning in the logs: '2025-05-13 08:59:06 (140) glide.cs.worker.93 SYSTEM txid=c1dfd72c876d SSI_ef76d022b7cf9a109d63827b5e11a913 WARNING *** WARNING *** getGlideElement called for unknown field 'startedAt' in table 'one_api_service_plan_feature_invocation' 2025-05-13 08:59:06 (140) glide.cs.worker.93 SYSTEM txid=c1dfd72c876d SSI_ef76d022b7cf9a109d63827b5e11a913 WARNING *** WARNING *** setValue called for unknown field 'startedAt' in table 'one_api_service_plan_feature_invocation''.
Virtual Agent PRB1892510	Support 'Sync' mode for Java execution path	Currently, the Java execution path for OE system executor capabilities are limited to just the async mode. This is limiting the ability to execute troubleshooting tools via background scripts. The 'Sync' mode execution should be fully supported for the Java path as well.
Virtual Agent PRB1893137	Virtual Agent LLM Survey shows the question twice	There is LLM support for a survey, and the questions asked in the survey are populated twice.	Access a Yokohama instance with Now Assist Virtual Agent. Navigate to Designer. Create a test topic. Add the topic block node. Add 'Survey-LLM' for the topic block. Pass any survey ID with at least five choices. Test the topic. Observe that each question populates twice.
Virtual Agent PRB1894001	Processing messages appear when using the AI Agent Studio	When the user creates a workflow or agent and runs the test in playground, the 'Planning the next steps' and 'undefined' messages appear.	Create a workflow/agent. (It can be very basic, like Hello world.) Run the test in playground. Notice that the 'Planning the next steps' and 'undefined' messages appear.
Virtual Agent PRB1894063	The sendFeedback method throws an error: 'User is not authorized to update log record'		Log in to an instance as an admin. Initiate a conversation with LA. Log in as a user. Carry out a conversation. End the chat. Modify the LLM generated short description. Expected behavior: An edited response field should be updated in the sys_generative_ai_log table. Actual behavior: An edited response field isn't updated.
Virtual Agent PRB1894471	Virtual Agent push notifications aren't coming through on mobile	Noticed on Android.	Set up a user with a push token and mobile client with NASS chat. Start a chat. Send a sequence of messages synchronously. Close the mobile client when they are sending. Wait. Expected behavior: Users should see a push notification. Actual behavior: There's no push notification in NASS.
Virtual Agent PRB1894545	LLM responses are not unmasked if streaming is enabled with java proxy enabled		Enable NowAssist assistant with streaming. Use GPT4-0. Enable masking for email address and/or phone number types for the phrase 'what is my contact information'. Expected behavior: The unmasked email/phone numbers are displayed. Actual behavior: The email/phone numbers are displayed with masks.
Virtual Agent PRB1894930	The AI Agent gets stuck in the 'Ongoing' state when invoking the static method 'sendDynamic ProgressMessage'	The AI Agent gets stuck in the 'Ongoing' state when invoking the static method 'sendDynamicProgressMessage' from within the agent's tool. The syslog also shows lock version mismatch and conversation context mismatch errors.	Set up Glide with the latest track/znowassist. Provision an instance with the latest sn-app-deploy node package globally installed. Clone the now-assist-deploy-plans repo and check out the main branch. Run the deploy plan to install the Now Assist AI Agents and all of the dependent apps. (This process takes around 40 minutes.) Set up the Azure GPT-4o connection and credential under the connection alias 'Azure OpenAI' on the sys_alias table. Install the sample agent with the name 'Find User.' Navigate to the 'Create and Manage' module from the 'AI Agent Studio' application menu in the filter navigator. Select the 'Testing' tab, then select the Find User agent from the drop-down list. Paste the following into the Task field: 'Find user by email [example email].' Select Start test. Observe that the agent gets stuck in ongoing state. The syslog also shows lock version mismatch and conversation context mismatch errors.
Virtual Agent PRB1895090	The dynamic loader doesn't display in NAVA on iOS	When the user launches NAVA and enters an utterance, the dynamic loader doesn't display. This occurs on iOS, but it works as expected on Android.	Connect iOS requestor Version 20.1 (.4061) to mobiletrackznowassist. Log in as an admin user. Launch NAVA through the chat launcher. Enter the utterance 'Categorize INC0000025.' Observe that the dynamic loader doesn't display in NAVA. However, it works as expected on Android.
Virtual Agent PRB1896418	Gaic Timing on for App Generation on XP3 with NAFC NAFC26.4.0	This is a product update.
Virtual Agent PRB1896593	Shouldn't be relying on the 'Greetings' topic for portal's Virtual Agent hand off	Users can have custom 'Greetings' topics. For those users, the hand off is broken.
Virtual Agent PRB1896645	The header/title isn't updated until the agent tool execution completes	The header/title isn't updated until the agent tool execution completes when invoking the static method 'sendDynamicProgressMessage' from within the agent's tool.	Set up Glide with the latest track/znowassist. Provision an instance with the latest sn-app-deploy node package globally installed. Clone the now-assist-deploy-plans repo and check out the main branch. Run the deploy plan to install the Now Assist AI Agents and all of the dependent apps. (This process takes around 40 minutes.) Set up the Azure GPT 4.1 connection and credential under the connection alias 'Azure OpenAI' on the sys_alias table. Install the sample agent with the name 'Find User.' Delete any records in the 'sys_gen_ai_feature_mapping' table. Navigate to the 'Create and Manage' module from the 'AI Agent Studio' application menu in the filter navigator. Select the 'Testing' tab, then select the Find User agent from the drop-down list. Paste the following into the Task field: 'Find user by email [example email].' Observe that the header/title isn't updated until the agent tool execution completes.
Virtual Agent PRB1898661	Non-LLM time has increased from 2544 to 3065 milliseconds (ms), leading to 500-900 ms in some NAVA use cases	In NAVA use cases, users observed 500–900 ms degradation from 2544 to 3065 ms in non-LLM async time. For a synthesized response, the non-LLM has degraded and it's spending additional 1.2 secs on that. Hence, the overall gain on the response stands at 5.3 seconds (6.5-1.2).
Virtual Agent PRB1899360	Virtual Agent changes to publish message to AMBNodeDelivery MessageQueue also effects FDIH flows	These changes were only aimed to be used by Virtual Agent flows, not other FDIH flows.
Virtual Agent PRB1901579	When streaming is on, results aren't coming back	If streaming is turned off, results are coming back.
Virtual Agent PRB1902898	Attachments aren't deleted post-chat deletion		Start a conversation from Dynamic Window (DW). Trigger a skill which includes a file upload. Post a skill execution. Navigate to sys_cs_conversation. Open the same active conversation and mark conversation the state as 'faulted'. In DW and under 'Chat', delete the same chat listed in the closed chat. Navigate to the sys_attachment table and the 'Conversation task' table. Expected behavior: The file upload should be removed. Actual behavior: The file upload still exists in both places.
Virtual Agent PRB1903011	The error 'Cannot invoke 'org.apache.commons. httpclient.StatusLine. getStatusCode()' because 'this.statusLine' is null' for LTM capabilities	The error is observed in the Gen AI logs for the conversation.	Switch to any model. Try any utterances. Observe that in the Gen AI logs for that conversation, there's an error, 'Error: Cannot invoke 'org.apache.commons.httpclient.StatusLine.getStatusCode()' because 'this.statusLine' is null Error Code: 200000'.
Virtual Agent PRB1903705	Chat type indicator and the message sender info is missing when a chat with a guest user and base instance guest user is deleted	Even though the Asynchronous Message Bus message is received, a new message isn't rendered.	Install the Agent Chat plugin. Navigate to CI settings. Enable the public access for web client to allow the user to start a chat as a guest without logging in. Disable the business rule. Delete 'Guest' as an admin user. Open the sys_user table. Delete the guest user record. Open another browser. Log in as one of the agents. Navigate to the Service Operations Workspace. Mark the agent as 'available'. Start a chat as a guest through the $va-web-client-app.do. Accept the chat as an agent. Allow the guest requestor to type and send something. Expected behavior: Agent should see the type indicator when the guest is typing, and should see the message with the guest avatar when the message is sent. Actual behavior: A type indicator isn't shown and no new message is rendered until the screen re-rendered.
Virtual Agent PRB1905872	A new conversation with a skill created in sessionContext does not execute	A newly created conversation with a skill does not execute.	Load an instance and open devtools. In the elements pane, find 'sn-polaris-layout'. In the console, type 'allow pasting'. Run a sys_id from sys_gen_ai_skill. Notice that the skills is not executed.
Virtual Agent PRB1906437	LTM Identify memories error out and conversation gets stuck	Conversation gets stuck in the GenAI logs. The user observes these errors: Cannot invoke 'java.util.Map.get(Object)' because 'originalResponse' is null for LTM Identify memories (Azure OpenAI Chat Completions).
Virtual Agent PRB1907551	After invoking an abort action in an Agentic Virtual Agent Flow, the conversation breaks	The conversation gets stuck when the Stop button is selected during a query.	Provision an instance with an agentic flow that is executable via Virtual Agent. Enter an utterance like 'help me resolve inc0000025' and select the Stop button while the flow is in progress. Observe that the conversation gets stuck.
Virtual Agent PRB1907682	Skill Discovery doesn't work after stopping Agentic Flow	An error message displays.	Enable 'Generate Resolution Plan Use Case' for NAP. Execute 'Generate Resolution Plan Use Case' for NAP. Once the Stop button appears, select it. The user is prompted with: 'The current conversation has been stopped, but you can begin again. I'm an AI-powered virtual assistant that can handle work-related questions and requests.' Enter a 'Summarize a record' utterance. Observe that the skill is not discovered, and the following message is displayed: 'Unfortunately, there is not enough information available to address this query completely. Assistance can be provided on other topics such as reporting performance problems, creating incidents, booking meeting rooms, or learning about workstation security if needed.'
Virtual Agent PRB1908803	api.insertSkillACL BySkillId operation accepts role as String instead of Array of Strings	This is a product update.
Virtual Agent PRB1908805	API for authoring 'gen_ai_skill' acls from NASK UI	The goal of this ticket is to create a script include API in global scope ( shipped as part of OneExtend plugin). This API should be restrictive with hard-coded values for the ACL of type: 'gen_ai_skill' and operation: 'execute'. It should take id as skillConfigId_[human_readable_name] as the name and some roles from the user in NASK user experience. It should allow create, update and delete of the ACL given an id.
Virtual Agent PRB1910141	Duplicate messages are seen after receiving multiple notifications in NAVA	This issue is observed in the standard chat experience.	Open a conversation in NAVA with the system admin. Impersonate another user (Abraham Lincoln). Update the HR case: HRC0001023 state multiple times with the Abraham Lincoln user. This triggers multiple notifications in Virtual Agent. Impersonate the system admin user. Navigate to the ESC portal. Observe the same message appearing in NAVA after all notifications have been received.
Virtual Agent PRB1910766	One extend APIs aren't honoring a timeout with Virtual Agent (VA)	Even though timeout is set to 20 seconds, executions aren't exceeding that and completed at over 20 seconds. There are quite a lot of Gen AI calls with more than 20 seconds duration from the conversations. In the last 7 days, there have been a total of 5079 Gen AI log records from conversations that took more than 20 seconds.	Set up Now Assist for platform and related apps. Make sure Knowledge Graph is installed and enabled for VA QnA. Ask a question involving a large amount of records to be returned like, 'give me all user details' or 'List all the incident details'. Expected behavior: VA conversations are shouldn't error out. Actual behavior: VA conversations are errored out.
Virtual Agent PRB1911623	Conversation doesn't continue when a guardrail is triggered in Now Assist Virtual Agent (NAVA)	After receiving the response from Guardian, the conversation should continue by providing options to the user 'dark roast' or 'medium roast' for the example scenario. When the user enters 'dark roast,' it kicks off the order coffee topic all over again.
Virtual Agent PRB1912380	Don't log agent skill execution licensing	It shouldn't create a licensing record when an agent skill is executed. The AIA framework does its own calculation/logging for agent execution based on the execution tasks created at runtime.
Virtual Agent PRB1912588	AiAgentSecurity Migration and AiAgentSecurity Helper script includes needs to be in the global scope
Virtual Agent PRB1912822	No option to add an optional security attribute in the insert or update functions in the GenAiSkill SecurityUtils API
Virtual Agent PRB1913154	Non-actionable notifications under regular cases create interaction records for channels and NASS	For channels and NASS, it creates a conversation and does a silent handshake for NASS/NAVA. This creates a conversation and an interaction internally, which is incorrect.	Make sure that the user has had some conversation with NASS/Channel. Trigger a non-actionable notification. Expected behavior: A conversation associated with the notification shouldn't have an interaction record. Actual behavior: An interaction record is created.
Virtual Agent PRB1913835	Canvas isn't displaying the Show/Hide options when executing a skill	While Web Agent is executing the goal, the live 'Screenshot' view isn't loaded. After the execution, it's displaying the Show/Hide view, which is displaying all the screenshots.	Create an Agent WF. Promote it. Navigate to Now Assist Portal. Switch to the 'Maximize' view. Select the skill and start it. Verify the live 'Screenshot' view isn't loaded.
Virtual Agent PRB1913892	Validation should be added for security attribute ID in global.GenAiSkill SecurityUtils().insert SkillAclBySkillid(...) and global.GenAiSkill SecurityUtils().update SkillAclByAclId(...)	While calling global.GenAiSkill SecurityUtils().insert SkillAclBySkillid(...) and global.GenAiSkill SecurityUtils().update SkillAclByAclId(...) with invalid sys id of security attribute, the security attribute is created with an empty condition. Since it is expected to used with Background script, the user should be informed of the invalid value used for the security attribute.
Virtual Agent PRB1914417	Stopping agentic conversation show 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 PRB1914550	The Virtual Agent (VA) input box is disabled after page refresh	When the user refreshes a page in dynamic window (DW), the VA input box is disabled and VA is not useable.	Navigate to the /ESC portal. Start DW. Start web search by selecting the globe icon. End web search by selecting END in the banner. Refresh the page. Open DW. Expected behavior: The input box is available so the user can continue to use VA. Actual behavior: The input box is disabled and VA is not useable.
Virtual Agent PRB1915170	Web search ends if the user sends the 'End' emoji in a standard chat	When the user sends the 'End' emoji, the Virtual Agent responds by ending web search. After a page refresh, the web search globe icon is still enabled. If the user selects the globe icon again, web search doesn't end.	Navigate to /SP. Start a standard chat. Start web search mode. Send the 'End' emoji. Expected behavior: The emoji doesn't cause web search to end. The user retains normal functionality in the Virtual Agent. Actual: The Virtual Agent responds by ending web search. After a page refresh, the web search globe icon is still enabled. If the user selects the globe icon again, web search doesn't end.
Virtual Agent PRB1915460	gen_ai_agent and gen_ai_workflow advance is turned off in the ACL form16 UI		Navigate to sys_security_acl.do. Select the type as gen_ai_agent or gen_ai_workflow. Observe that there's no option called 'advanced'.
Virtual Agent PRB1915751	Midtopic switch isn't switching to a new topic and runs into an error on the continuing existing topic		Navigate to Dynamic Window. Type 'i want to order food'. Answer one of the prompts. Type 'i want to order coffee actually'. Expected behavior: The user should be given an option to switch to the 'Order coffee' topic and have an option to continue the request. Actual behavior: The user gets the order food topic started again and choosing 'continue' runs into an error as well.
Virtual Agent PRB1915793	There's an incorrect name for flows when creating 'invoke_from_ai' ACLs		Execute this API to create ACLs for flows used as tools: 'new global. AiAgentSecurityMigration() .run( true)'. Observe that for the subflow ACLs, the ACL is created with 'name' instead of 'internal_name', which is incorrect and it's missing ACL evaluations at run time. It's defaulting to global * ACL due to the incorrect name of the flow.
Virtual Agent PRB1916057	Fall back options aren't displayed when 'Displeasure Small Talk' is triggered	When the user triggers 'Displeasure Small Talk,' the response 'Hmm, I don't understand this request' appears instead of the fall back options.	Start a conversation from NAP. Enter 'Summarize a record.' Enter the record number when prompted. Once the summary is generated, enter 'Am not happy.' Observe that the response 'Hmm, I don't understand this request' appears. No fall back options are displayed.
Virtual Agent PRB1916762	An ACL restriction on sys_one_extend _resource_edge prevents websearch from being accessible to users
Virtual Agent PRB1917121	Update the ACL name for OE skills to align with changes from the OE team	Update the ACL name format to use the '<sys_name.skillConfigId' format instead of the 'skillConfigId:<sys_name' format (where skillConfigId is the sys_id of the record, and sys_name is the name of the record in sn_nowassist_skill_config). This is only applicable when the 'internal_name' column in the sn_nowassist_skill _config table is empty.
Virtual Agent PRB1917378	Agentic eval metric score standardization	It should incorporate the changes in NASK to display the label in the list view and the drill down view.
Virtual Agent PRB1918363	Canvas isn't working	The Show button doesn't appear at end of the execution.	Set up Canvas Navigate to Now Assist Panel on the instance. Select Canvas Flow. Enter Yes to answer the question that it's ready to execute Canvas. Expect behavior: At end of the execution, users will see the Show button. Actual behavior: Nothing appears.
Virtual Agent PRB1918740	Querying on virtual column for retrieving skill metadata fails		Navigate to AI Agent Studio. Choose an existing workflow or agent which has Now Assist Panel or Virtual Agent roles enabled. Create a new agent or workflow. Choose a role for those who can access the workflow or agent. Save and continue. Expected behavior: Previously associated skill applicability records should be deleted. Actual behavior: Previously associated skill applicability records still exists.
Virtual Agent PRB1920529	Skip define access in guided setup doesn't clone the NACM default ACL
Virtual Agent PRB1920729	Multiple conversations fail to maintain an 'adapter' state	consumerAccount and externalConversationId are missing sys_cs_adapter_ conversation_lookup for the first conversation.
Virtual Agent PRB1920790	A high query execution count contributes to performance degradation
Virtual Agent PRB1921188	Citations aren't returning in multilingual scenarios	Instead, 'null' is printed.	Navigate to /esc. In the NAVA chatbot, enter '¿Qué son las legumbres?'. Observe that a Genius result comes back, but there's console errors flagging 'no citation' as well as no citations appearing in the UX. Observe that in output of AIA Planner 2 (gpt_large), the document is cited in the Response field.
Virtual Agent PRB1921721	When topics are executed via Skill Discovery, topic script exceptions result in stuck conversations	The topic should fail and redirect to an error topic, but it 'sticks' instead.
Virtual Agent PRB1922067	A incorrect action is executed by a tool	Creating an action or a flow and changing its name before its first publish ends up with mismatch between the main snapshots internal_name and the definitions internal_name. The FlowActionProviders getMinimalMain ActionTypeSnapshot returns the internal name of the master_snapshot and not the definition, which is incorrect and won't work when calling a flow by it internal name.	Log in to an instance. From the playground and NAVA, select Smartsheet user management AI agent. Pass the utterance as 'get admin details'. Observe that it throws a 'Unexpected token: 'error. In the background execution, observe that wrong action is executed.'
Virtual Agent PRB1923131	sn-chat-choice-picker appears instead of text-picker for users that turned on the new sys prop	A choice picker with radio buttons appears for users that turned on the new sys prop, instead of the expected text picker with a list of topics.	Turn on Now Assist Virtual Agent. Create a virtual agent topic. Select static/dynamic node and populate choices. Run the topic in NAVA. Expected behavior: If the user turned on the new sys prop, a text picker with a list of topics is displayed. Actual behavior: A choice picker with radio buttons is displayed.
Virtual Agent PRB1923271	With streaming turned on, a response gets stuck	Occurs when CEA agentic is off.	Turn on streaming for CEA or bot. Navigate to CEA or bot. Type 'hi'. After getting a response, type something else. Expected behavior: The stream should complete without any issue. Actual behavior: The streaming is stuck and times out.
Virtual Agent PRB1923622	After selecting 'log in' and the user authenticating itself on the server, the conversation is refreshed but it's not resumed	In Agent Studio, after selecting 'log in' and the user authenticating itself on the server, the conversation is refreshed but it's not resumed. It's again asking to authenticate by displaying the same 'Log in' link in the conversation. In order to continue with the execution, the users has to restart the flow.
Virtual Agent PRB1923828	Fix choicepicker branding for NAVA	Choice picker shows default NAVA branding even though different branding was selected.	Navigate to the 'Assistants' page. Create a new branding record in the sys_cs_branding_setup table. Change the branding of the new record to 'Polaris-dark'. Navigate to /esc portal. Select a topic that uses the choice-picker. Expected behavior: The choice picker matches the selected branding. Actual behavior: The choice picker displays the default NAVA branding.
Virtual Agent PRB1924171	Fallback isn't working		Navigate to /esc. Search for something that doesn't bring back any results, like 'which is better AMD vs Intel'. Expected behavior: Virtual Agent (VA) should go into fallback, and offer the user websearch, record producer, or live agent (whatever is enabled for fallback). Actual behavior: The users are getting an 'unfortunately' message and VA is having a technical issue.
Virtual Agent PRB1924923	Slow API queries for NowAssistConversation History()._getTranscript ForConversationHistory API		Open an instance. Navigate to the ESC portal In the NASS chat, type an utterance like 'Hello!' Check the system logs for keywords starting with 'NowAssistConversationHistory: Time taken to retrieve transcripts for conversation history is.' For a new conversation, observe that the first hit to this API takes over 500 milliseconds.
Virtual Agent PRB1925496	SQL does a table scan on the sys_cs_session _binding table for auxiliary subscripting, causing high SQL time	Auxiliary is the only subscription timing out, and the SQL processing time is more than 500ms.	Launch Now Assist Virtual Agent (NAVA). Notice the processing time for the subscription when launching the chat client.
Virtual Agent PRB1925600	Users are unable to remove prod bot integration from an instance		Connect prod bot to an instance. Send a few messages in Teams. Try to remove the Teams integration for prod bot. Expected behavior: The integration is removed from an instance. Actual behavior: The user gets the error 'failed to remove integration...' and the integration isn't removed.
Virtual Agent PRB1926867	The skillParams in a session context isn't persisted
Virtual Agent PRB1927087	Cold starts on Teams/CEA and LA handoffs are running into a fallback error		Navigate CEA. Type 'hi'. Type 'i want to connect to a live agent'. After getting an LA card, select Connect to agent for handoff. Expected behavior: The handoff works without any error. Actual behavior: After handoff, the user runs into a fallback error.
Virtual Agent PRB1927417	Fallback in NAVA returns a technical error		Navigate to NAVA. Send a gibberish message or anything that returns fallback as a user. Expected behavior: The user should get a fallback response. Actual behavior: The user gets a fallback response and then a technical error.
Virtual Agent PRB1930014	The true-up version in repo files needs to be updated with a hotfix version post-sign off
Virtual Agent PRB1930434	Multilingual functionality is broken, and the complete flow is not working as expected	This issue was observed in Yokohama with RAG 3.0.4 after the ynowassist nightly build occurred.	Impersonate as user with Japanese session language. Ensure 'glide.sys.language' system property is in Japanese with the system property value would be 'ja'. Create a skill. Add RAG as tool. Execute the skill. Expected behavior: The skill and RAG tool should execute successfully. Actual behavior: RAG is failing with attached error.
Virtual Agent third-party integrations PRB1920178	Updating a message flow for a third-party message is sending a reply back to the requestor		Initiate a chat between an agent and requestor using the Virtual Agent API. Add the 'third_party_chat' custom adapter property to true with reference to a provider application. Send a message from an agent. Update the message text using the UPDATE_MESSAGES action. Expected behavior: An updated message must not be sent as a reply to a requestor when an API call is triggered. Actual behavior: Observe that an updated message is sent as a reply to a requestor when an API call is triggered.
Virtual Agent Web Client PRB1893104	In Now Assist Multi-Turn Catalog Ordering, the 'Data/Time' type variable isn't showing the current time, but as 00:00AM in Virtual Agent for non-English language mode	The 'Data/Time' type variable should be displayed as the current time across all language modes.	Activate the following plugin/store apps to last version: UXC Generative AI (sn_uxc_gen_ai) Now Assist for IT Service Management (sn_itsm_gen_ai) I18N: Japanese Translations (com.snc.i18n.japanese) Navigate to Conversational Interfaces > Assistants. Enable Now Assist for Virtual Agent with 'Now Assist Multi-Turn Catalog Ordering' skill active in the Service Portal. Create a catalog item with one 'Data/Time' type variable. Navigate to AI Search Index > Indexed Sources. Open 'Name='Catalog Item Table'. Select Index All Tables so that the newly created catalog item will be included in the Virtual Agent search via AI Search. Switch to the Japanese language mode after the reindex is done. Navigate to Service Portal. Open Virtual Agent. Search the newly create catalog item. Start the request. Check the 'Data/Time' type variable display. Expected behavior: The 'Data/Time' type variable should be displayed as the current time, which is the same in the English language mode. Actual behavior: The 'Data/Time' type variable displays as 00:00AM in the Japanese language mode.
Virtual Agent Web Client PRB1896390	Console errors for va_web_client API failures are displayed when launching a chat in the CSM portal and Engagement Messenger	Two console errors related to va_web_client are observed: '/api/now/ va_web_client_settings /get_va_web_ client_settings' api results 403 error' and '[SNAnalytics] Invalid property name'. Console errors shouldn't be displayed and chat functionality should work as expected.	Log in to an instance. Navigate to CSM portal or Engagement Messenger. Launch Virtual Agent chat/start a chat. Observe the browser console.
Virtual Agent Web Client PRB1896591	Emoji panel loading is slow in Windows OS	Chrome and Edge browsers freeze for one minute after the user selects an Emoji icon in the Virtual Agent Web Client.
Virtual Agent Web Client PRB1897932	NAVA isn't picking interaction context variables when enhanced chat is turned on	Account and contact fields aren't populated on an interaction record. Note that the issue isn't reproducible when enhanced chat is turned off in Virtual Agent.
Virtual Agent Web Client PRB1911025	The 'Chats' panel header title is empty for both requestor and fulfiller	In another scenario, the unread conversation count badge should be enabled by default for requestor clients.	Open Dispatcher Workspace. Toggle to the 'Chats' panel by selecting the hamburger icon on the header. Notice that the 'Chats' panel header title is empty by default. Update the 'Left Panel Header Label' in the branding record to the correct value. Expected behavior: Even without updating the Branding record field, the 'Chats' panel header should have a default value. Actual behavior: The default value for chats header is empty.
Virtual Agent Web Client PRB1912866	Initiating a live agent in the same conversation right after canceling a live agent request doesn't work		Navigate to Dispatcher Workspace (DW). Use 'Contact live agent' to connect to a live agent. Cancel the request. Request a live agent again. Expected behavior: The live agent should move to a 'Request' state. Actual behavior: Nothing happens.
Virtual Agent Web Client PRB1912902	The Close button on the People card in 'Sources' doesn't close the card		Navigate to Now Assist Virtual Agent (NAVA). Enter the utterance, 'Who is Abel Tuter'. Select Citation after getting the response in 'Sources'. Select X to close the People card. Expected behavior: The People card should close. Actual behavior: The People card stays open.
Virtual Agent Web Client PRB1912919	New messages below the indicator exhibits old behavior and an outdated arrow		Navigate to sys_cs_branding_setup.list. Enable new messages below the indicator. Navigate to Now Assist Virtual Agent (NAVA). Send an utterance with a long response. Expected behavior: The new message indicator is an arrow and shows text when hovering over it. Actual behavior: The new message indicator has the old behavior 'new message below' text with arrow.
Virtual Agent Web Client PRB1915596	Web search ends if the user sends the 'End' emoji in a standard chat	When the user sends the 'End' emoji, the Virtual Agent responds by ending web search. After a page refresh, the web search globe icon is still enabled. If the user selects the globe icon again, web search doesn't end.	Navigate to /SP. Start a standard chat. Start web search mode. Send the 'End' emoji. Expected behavior: The emoji doesn't cause web search to end. The user retains normal functionality in the Virtual Agent. Actual: The Virtual Agent responds by ending web search. After a page refresh, the web search globe icon is still enabled. If the user selects the globe icon again, web search doesn't end.
Virtual Agent Web Client PRB1920026	Proactive trigger topics don't launch		Set up proactive triggers on the instance so there are topics that launch when selected. Navigate to the portal where proactive trigger is configured. Launch the associated topic when proactive trigger is received. Expected behavior: The topic should launch in Dispatcher Workspace. Actual behavior: The topic doesn't launch, and the user just sees the welcome message.
Virtual Agent Web Client PRB1920035	The 'VTT' icon isn't available in previous model of Now Assist Portal (NAP)	The issue occurs when the user switches from the new model to the previous model with VTT turned on.	Install any of the BU skills. Turn on NAP with VTT. Turn on the microphone from the browser preferences. Toggle 'on' accessibility settings. Select the NAP icon. Ensure the VTT icon is available in the new model. Change the model to old model (Self service modal dialog). Refresh the page. Expected behavior: The VTT icon should be available. Actual behavior: The VTT icon is not available in the old model of NAP when the user switches from the new model to old model with VTT enabled.
Virtual Agent Web Client PRB1921096	When an agent has a topic using the 'file upload' node, it triggers some odd UI in Web Client input		Navigate to an instance. Navigate to /esc portal. Enter: 'Summarize meeting into actionable items'. When it asks to upload a file, upload the attachment. Expected behavior: 'Executing Agent Meeting Action Item Agent' should be triggered by the utterance. Actual behavior: The input field displays 'Processing...' and the uploading icons.
Virtual Agent Web Client PRB1921129	Citations for skills are still available once skill execution starts on Now Assist Portal (NAP)		Turn on Agentic for NAP. Navigate to NAP. Type 'summarize a record'. After skill execution starts, check the citation link. Expected behavior: The citation link is turned off and selecting it doesn't trigger any action. Actual behavior: The citation link is available to select and runs into an error if selected.
Virtual Agent Web Client PRB1922217	ServiceNow Chat.open isn't opening Portable Virtual Agent		Implement the 'ServiceNowChat Third Party' API. Call serviceNowChat.open(). Notice that the chat never opens.
Virtual Agent Web Client PRB1922858	A new chat is created for the same search results when a user selects 'Go to Search Results'	It shouldn't create a new conversation when selecting the search icon from the feedback panel.	Navigate to Dynamic Window (DW). Type 'I want dell XPS 13'. Navigate to the bottom of the results. Select the Go to Search Results icon. Expected behavior: A new chat shouldn't be created in DW. Actual behavior: A new chat is created for the same search.
Virtual Agent Web Client PRB1923459	Context variables aren't accessible in the enhanced chat	Context variables aren't accessible in the enhanced chat, whereas they are accessible in the standard chat using either 'vaContext.liveagent_' or 'vaVars.liveagent_'.
Virtual Agent Web Client PRB1924539	Users get an empty message when asking for Abel Tuter's assets		Open a znowassiststable instance with September apps. Navigate to /esc. Query: 'what are able tuter's assets'. Expected behavior: Virtual Agent should return a list of Abel Tuter's assets. Actual behavior: Users get an empty message in Virtual Agent.
Virtual Agent Web Client PRB1925994	Engagement Messenger isn't loading chats after upgrading Yokohama	The chat box in Engagement Messenger is blank, and loads no content. The errors occurs, 'SecurityError: Failed to read a named property 'uxfIntentLibrary' from 'Window'.	Launch the Engagement Messenger. Select the chat box. Observe that the chat box is blank. Navigate to a Yokohama instance. Navigate to Agentic Portal in a separate browser tab, but don't attempt to log in. Open the dev console. Execute the script. Execute the code. Select the chat bubble that appears after the code finishes executing. Expected behavior: The chat loads with content. Actual behavior: The chat load is blank and a security error appears in console.
Virtual Agent Web Client PRB1927881	Virtual Agent topic options for dynamic choice input aren't displayed in Now Assist Portal (NAP)	For dynamic choice input, the options aren't appearing for the first time on NAP. If users enter a random string that isn't one of the expected options, it repeats the question and then displays the options on the second or third attempt.
Virtual Agent Web Client PRB1928501	Context variables are not accessible in the enhanced chat	The context variables are not accessible in enhanced chat, but they are accessible in standard chat using either 'vaContext.liveagent_' or 'vaVars.liveagent_'.
Workflow Studio PRB1844972	Files are missing from AI search indexes after installing NAFC 27.1.0	After installing NAFC 27.1.0 in Yokohama, files related to AI semantic search are skipped in the WFS plugin progress and the records don't appear in the tables.
Workflow Studio PRB1922333	A Workflow Studio upgrade message doesn't display for non-admins		Log in to an instance without the latest Workflow Studio version. Navigate to Workflow Studio homepage. Expected behavior: The banner displays that a new version is available. Actual behavior: The banner doesn't display.
Workflow Studio PRB1922988	A banner message to install the latest PAD should be displayed on Workflow Studio	To inform users to install the latest PAD when the new Now Assist for Platform version is available, there should be a banner message in Workflow Studio advising them to upgrade PAD for the Agentic Playbook feature.	Navigate to a Zurich instance. Install Workflow Studio. Launch Workflow Studio. Expected behavior: There's an info banner message to install the latest PAD to get an Agentic Playbook feature. Actual behavior: No banner is available.
Work Order Management PRB1912592 KB2266119	There's an incorrect info message for work order tasks	Currently, the displayed info message is 'Task WOTXXXXXXX Closed successfully. Work Order (WOXXXXXXX) is also closed'. This should be 'Task WOTXXXXXXX Closed successfully.' since there's still another task open for the work order.
Work Order Management PRB1914183	Google Maps API doesn't work when calculating travel time in Field Service Management when changing the system date format	.
Work Order Management PRB1917364	Update the SMCoreConfig CacheManager. getSMConfig API to make it backward compatible with latest SMConfigurationHelper code	This is a product update.
Work Order Management PRB1920024	Team Calendar isn't displaying events		Impersonate as a manager. Create an event to make sure that an event is there. Check the Team Calendar for events. The created event isn't displaying.
Work Order Management PRB1921026	'Status' field choices differ from those on the 'Work Order' form view when setting up a Work Order Task (WOT) template	When setting up a WOT template, the choices that appear for the Status [state] field differ from the choices that appear on the WO form view. Also, when setting up a WO template, choices don't appear for the 'Service Request Type' field.	Navigate to the list of Work Order Models [cmdb_workorder_product_model]. Select the GE ULRICH ASSEMBLY model. Notice that under 'Request Information', 'Service Request Type' doesn't provide selections. Also, notice that under 'Task information', the 'Status' choices differ from the choices that are available on the WOT form view.
Work Order Management PRB1925821	A Dispatcher Workspace group filter displays no results when a wm_dispatcher persona accesses the workspace	Users with the 'wm_dispatcher' role were unable to query the 'dispatch_group' field on the 'sm_m2m_ group_dependency' table due to a missing access.	Impersonate a user. Log in to Dispatcher Workspace (now/cwf/agent/dispatch). Select the 'Assignment group' filter. Expected behavior: The 'Assignment group' filter should populate values correctly. Actual behavior: Observe that there are no results even when they have assignment groups configured.
Workplace Case Management PRB1921823	Moving bars aren't working in scenario planning
Workplace Case Management PRB1927638	Moving bars aren't working in Scenario Planning
Workplace Central PRB1914686	'Add/Change allocations from map-based administration' isn't working in Zurich instances
Workplace Central PRB1919180	When selecting 'Create schedule', it takes more time open the 'Schedule' page and sometimes it doesn't open	When the user selects 'Create Schedule' it should open directly, and they should be able to view the schedule before publishing the plan. This issue occurs on new instances from Xanadu to Zurich, and has been observed in existing instances as well.
Workplace Maintenance Management PRB1919220	Unable to copy the schedule because the list appears empty when it's selected for Maintenance Plans	When a schedule is previously created for a Maintenance Plan, it can't be copied over to a new plan because the list appears empty and the previously created plan doesn't appear.	Create a Maintenance Plan. Navigate to Workspaces > Workplace Central > Preventive Maintenance icon. Navigate to All Plans > New. Give any plan name. Choose a start date in the future. Choose a end date in the future. Select the location. Select any building. Select Next. Select one maintenance item. Select Next. Select Create schedule. Create schedules with the following: Schedule: 1 Name: Schedule 1 Trigger: Duration Trigger type: Interval Repeat: Days - 1 Select Save. Select Publish. Create Plan 2 with the previous the steps, up to the maintenance items selection. Do not select Create Schedule. Attempt to copy the schedule. Notice that the previously created schedule does not appear.
Workspace App Shells PRB1912366	Empty white space is showing for the interaction type 'Phone' for the Voice Interaction Page		Navigate to the CSM/FSM Configurable Workspace. Create new interaction with the type 'Phone' Expected behavior: The white space shouldn't show up. Actual behavior: The empty white space shows up.
Zero Copy Connectors (Glide) PRB1891523	The databoard isn't working for prod and sub prod glide instances

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.

• Zurich security and notable fixes
• All other Zurich fixes