Yokohama Patch 6 Hotfix 2

  • Release version: Yokohama
  • Updated August 14, 2025
  • 6 minutes to read
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    Summary of Yokohama Patch 6 Hotfix 2

    Yokohama Patch 6 Hotfix 2 is a ServiceNow release update that addresses multiple issues across various applications and modules, enhancing stability and functionality. This update is built on version glide-yokohama-12-18-2024patch6-hotfix2-08-08-2025 and is available for regulated market environments as well. It is designed to be safely upgraded from previous Yokohama patches and hotfixes.

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    Key Fixes and Improvements

    • Case and Knowledge Management for HR Service Delivery: Fixed issues with Restricted Caller Access (RCA) for case lookup and email reply recommendations where the RCA icon was missing due to state restrictions.
    • Glide Server APIs: Resolved impersonation limitations preventing queries of guest voice agents in scoped applications.
    • Next Experience User Menu: Corrected user impersonation lists to properly filter AI Agent identity types.
    • OneExtend Application: Installed missing domain separation properties for LLM usage, fixed improper loading of restricted Now Assist Context Menu (NACM) skills, addressed memory heap errors in Agentic AI benchmarks, and corrected illegal access errors impacting Zoom Agent operations.
    • Software Asset Management: Prevented creation of duplicate entitlements caused by entitlement import errors during upgrades.
    • UI Field Administration: Restored rendering of NACM skills on specific Incident form fields after activation.
    • UX Framework and Virtual Agent: Fixed Engagement Messenger chat loading failures caused by security errors and optimized Virtual Agent performance by addressing expression cache memory usage and SQL table scan inefficiencies.

    Practical Benefits for ServiceNow Customers

    • Improved reliability and accuracy of AI and Virtual Agent features, ensuring better user experiences and operational efficiency.
    • Enhanced security and access controls, particularly for guest agents and user impersonation scenarios.
    • Reduction of performance bottlenecks such as high memory usage and slow asynchronous operations.
    • Resolved upgrade-related issues like duplicate entitlements to maintain data integrity.
    • Support for regulated market environments with this AI platform major release.

    Upgrade Guidance

    Customers can upgrade safely from any Yokohama patch or hotfix including Patch 6 Hotfix 1 and earlier versions. It is recommended to upgrade to the latest patch to ensure all relevant fixes are included. For detailed upgrade instructions, customers should refer to ServiceNow Upgrade documentation and consider the release cycle details.

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

    Build information:
    Build date: 08-20-2025_0809
    Build tag: glide-yokohama-12-18-2024__patch6-hotfix2-08-08-2025
    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.

    Fixed problem

    Problem Short description Description Steps to reproduce

    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

    PRB1928914

    		 There's a RCA issue for email reply recommendation The sparkle icon is missing because this RCA isn't in an allowed state.

    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.

    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.

    OneExtend

    PRB1920515

    		 LLM usage domain separation application properties aren't installed by default
    1. Install the latest OneExtend app.
    2. Add the domain separation plugin.
    3. Verify the sys_application _property table.
    4. 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.
    1. Log in to a Washington DC instance.
    2. Ensure Gen AI is setup.
    3. Activate the Resolution Notes generation skill.
    4. Navigate to the ACL table.
    5. Add a role to the NACM ACL, such as workspace_admin.
    6. Impersonate an ITIL user.
    7. Select the text on close_notes.
    8. 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

    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.
    1. Run ITSM Benchmark.
    2. 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.
    1. Log in to an instance.
    2. Navigate to Virtual Agent UI.
    3. 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

    PRB1928470

    		 Abnormal GAIC async submission duration When the user calls certain code with an async request, the response time should be around 0-200 ms. However, the reponse time can be as high as five seconds because the Builder Entity cache frequently gets reclaimed.
    1. Enable logging sn_ais_assist. AISearchNA4S GeniusResultLogger .level=INFO.
    2. Run NAVA QnA flow.
    3. Look at the splunk log pattern 'AISearchNA4S GeniusResultLogger response received! duration'.

    Observe that the submission time can reach two to five seconds.

    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.

    UI Field Administration

    PRB1875982

    		 Now Assist Context Menu (NACM) isn't rendered on a few form fields on an INC form After creating and activating a new skill on an Incident form field, the NACM isn't rendered for some fields.
    1. Log in to a Washington DC instance.
    2. Ensure Gen AI is set up.
    3. Navigate to Now Assist Admin (NAA) > NACM experiences.
    4. Create a new skill configuration on the Incident form field.
    5. Add Record form fields such as Subcategory, Short description, and Service.
    6. Activate the skill.
    7. Open an INC record.

    Observe that the NACM sparkle isn't rendered on the form for the fields Subcategory and Short description.

    UX Framework

    PRB1925967

    		 Engagement Messenger isn't loading chats after upgrading to Yokohama Patch 6 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'.
    1. Launch the Engagement Messenger.
    2. Select the chat box.
    3. Observe that the chat box is blank.
    4. Hop into a Yokohama instance.
    5. Navigate to Agentic Portal in a separate browser tab.
    6. Don't attempt to log in.
    7. Open up the dev console.
    8. Execute the script.
    9. Execute the code.
    10. 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

    PRB1890524

    		 Increase in heap utilization due to expression cache for search This issue occurs from a script include expression cache from platform.
    1. Set up Now Assist Virtual Agent (NAVA) on a Yokohama instance.
    2. Perform search actions from the chat window.
    3. 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

    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 Web Client

    PRB1925994

    		 Engagement Messenger isn't loading chats after upgrading to Yokohama Patch 6 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'
    1. Launch the Engagement Messenger.
    2. Select the chat box.
    3. Observe that the chat box is blank.
    4. Hop into a Yokohama instance.
    5. Navigate to Agentic Portal in a separate browser tab.
    6. Don't attempt to log in.
    7. Open up the dev console.
    8. Execute the script.
    9. Execute the code.
    10. 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.

    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.