Zurich Patch 6

The Zurich Patch 6 release contains important problem fixes.

Zurich Patch 6 was released on February 5, 2026.

• Build date: 02-02-2026_1554
• Build tag: glide-zurich-07-01-2025__patch6-01-16-2026

Important:

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

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

Note:

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

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

Overview

Zurich Patch 6 includes 237 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 6 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 6, refer to KB2713103.

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
Analytics Export API PRB1950794	An admin is no longer able to edit fields from 'Scheduled Email of Reports' (sysauto_report) in Zurich	An admin is no longer able to edit fields from 'Scheduled Email of Reports' (sysauto_report) in Zurich, impacting sysauto_report.address_list, sysauto_report.group_list, and sysauto_report.user_list.	Open any sysauto_report in Zurich as an admin. Observe that the following fields are read-only: Users, Groups, and Email addresses.
CMDB Query Builder PRB1952766 KB2634786	Calls to QueryBuilder from ServiceMapping return no results when executing in the new V2 mode	In Zurich, processes that call into Query Builder can have no results returned. There are two scenarios where this occurs. Firstly, a service CI populated via CMDB Group containing a saved query (as constructed in Query Builder) can have no 'svc_ci_assoc' records, even when rerunning the service population. However, the expected CIs will appear when viewing the CMDB Group or the saved query directly. Secondly, instances configured to use 'Zing' for Global Search don't return any CI records in the findings. These different methods both rely on the 'CMDBGroup' API, which may not return results of query execution when using the 'v2' execution mode introduced in Zurich. Instances are at risk if they use dynamic CI groups which are built using Query Builder, they're on an impacted Zurich Version, and the system property glide.cmdb. query.execution _mode = 'v2'.	Refer to the listed KB article for details.
Email Notifications PRB1951516	When using email client, drag and drop functionality isn't including an attachment on sending	In the current UI16 email client, users can add attachments using the paper-clip icon or by dragging and dropping files into the email body. However, drag-and-drop doesn't work outside the email body because a background field was not properly defined, which causes this limitation.	Log in to a Zurich instance. Navigate to the incident.list. Open Email Client. Drag and drop an attachment. When an email is sent, see the attachment isn't included. When users manually add the attachment, it's being added in to the email and is being sent.
Email Notifications PRB1952527 KB2743221	An email template isn't applied when users select Apply template in the mini/full composer	The template isn't applied.	Refer to the listed KB article for details.
Key Management Framework (KMF) PRB1944097 KB2654904	Users are unable to upload push certificates into the sys_certificate table	An error is thrown.	Refer to the listed KB article for details.

All other fixes

Problem	Short description	Description	Steps to reproduce
Access Control PRB1966968	ScriptingGovernanceUtils does not correctly create sys_user_has_role records for the snc_required _script_writer _permission based on the legacy/V1 or V2 Role Management mechanisms	In Zurich, a 'Conditional Script Writer' group has been introduced and this group has the single role 'snc_required _script_writer _permission'. Users are added to this group automatically by a scheduled job during the Zurich upgrade. This is done by inserting records into sys_user_grmember and sys_user_has_role to create this relationship. The ServiceNow platform has two currently different ways of tracking the roles in the sys_user_has_role table: Legacy/V1 Role Management and Role Management V2. V2 introduced the concept of inheritance counts with the goal of reducing the overall size and complexity of the sys_user_has_role table, with the benefit of reducing the amount of time performing large roles changes could take. With the legacy mechanism the three fields granted_by, included_in_role and included_in_role instance record where a role was inherited from and need to be correctly set. If a user is a member of the 'Conditional Script Writer' group, and therefore they inherit the 'snc_required_script_writer_permission' role, then the sys_user_has_role record must have the granted_by field set to the sys_id of the 'Conditional Script Writer' group. Without this, the 'Group Member Delete' business rule on sys_user_grmember is unable to delete the sys_user_has_role record if the user is removed from the group.
Activity Stream PRB1973866	When showEmailMiniCompose = ON_EMAIL_ACTION, users can't reply to an email more than once		Select the ALL menu. Type 'sys_aw_master_config.list'. Open the 'Agent Workspace' row. Check the 'Active' checkbox. In the browser URL bar, type '/workspace' after the instance URL. On the record page, use the declarative action to compose a new email and send it. On the instance, navigate to 'sys_email.list' and find the email just sent to switch the status to 'Sent'. On the record page, select Reply on the activity stream tile for the email sent. An email tab appears in 'compose'; fill it out and send it. Once it is sent, the 'Email' tab disappears. Select reply on the same email tile as before. The email tab should appear again; fill out the email and select Send. Expected behavior: Users should be able to send another reply if they already sent the previous one. If they have not sent it, then selecting the Reply in the tile doesn't do anything. Actual behavior: When selecting Reply, it is loading the previously sent reply draft. Selecting Send gets a error saying that the draft was previously sent.
Advanced Work Assignment PRB1959522	Agents are able to send messages even after a conversation is closed	The chat summary includes details about a chat closure message that's not present in the transcript.
Agent Chat PRB1978194	There's empty bubbles on Agent Workspace due to an empty payload in Agent Chat		Navigate to OG requester. Have some conversation going on. Connect to a live agent. Log in as an agent in the instance mentioned. Notice empty bubbles on Agent Workspace. Navigate to sys_cs_message. Notice that there are empty payloads in the conversation.
Agile Development PRB1968771	/sn_safe_$ safe_board.do#/teamBacklog is broken	Loading different PIs in the SAFe team backlog board in Zurich isn't working. The data in the board doesn't always change and can take multiple tries to change the PI on the board.
AI Agents (Glide Family) PRB1969245	sn_aia_tools _execution displays an empty tools value but the value exists in the XML	sn_aia_tools _execution tools column is referencing sn_aia_agent _tool_m2m but the value is set from the sn_aia_ agent_tool table.	Execute an agentic workflow. Navigate to the sn_aia_ execution_plan. Navigate to the 'Tools' execution tab. Notice that all the tools records are empty. However, open one and show XML that there is a value.
AI Agents (Glide Family) PRB1975174	Agentic Evaluation isn't working for the 'Support Renewals Expansion Agentic' workflow
AI Agents (Glide Family) PRB1975798	Glide fixes to JSON return type in AIAToolDataPillUtil		Ensure that 'capability' text is within the value field apart of the sn_aia. supported_ tools sys prop. Create or find a skill tool that takes JSON as input. Apply that skill to a tool and then add to an agent. Run the agent in the playground and observe the execution log on the right hand side. Expected behavior: Users should see the actual JSON as an input for the skill tool. Actual behavior: The input is blank, causing the agent to fail.
AI Agents (Glide Family) PRB1981261	Make agent and tool columns non-mandatory in sn_aia_agent _tool_m2m and fix the empty cacheconfig name issue
AI Experience Framework - Glide PRB1982032	'Extend session' functionality issue	The 'Extend session' functionality should work the same as the platform.
AI Search (Glide) PRB1971388	IngestableDocument. getObjectSize isn't counting fEmbeddedDocuments	Indexing the document/table causes out of memory errors.
AI Search (Glide) PRB1975413	AI Search Dynamic filters extension point impl isn't triggered from a non-global scope	When an AI Search scriptable API provided is executed from both global and sn_nb_action scopes, the extension point implementation doesn't get triggered when the scope is not global (sn_nb_action).
AI Search (Glide) PRB1980531	Issue in RAG response for external content (connector-specific fields and missing chunk structure)	The external document results should be grouped under 'ragResponse.external_document' (instead of using the connector table name as the top-level key). Also, each external document must include a chunks list. Finally, the table field should identify the connector/schema name (for example, 'sn_ext_conn _spo_external_ search_schema').
AI Search (Glide) PRB1981323	Removing the m2m tool xml for RAG, Reranker, WebSearch for Perplexity that shall be migrated to the nowassist-ai-agent repo
AI Search (Glide) PRB1982327	The RAG tool returns documents that shouldn't be included in a search source	Users get duplicate articles for some queries.
AI Search for Service Portal PRB1942272 KB2608116	Users are unable to select multiple facets even when 'multi select or' is selected in facet settings		Refer to the listed KB article for details.
AI Search for Service Portal PRB1956814	Pressing the 'Enter' key doesn't open the link	When the tab focus is on the link and the 'Enter' key is pressed, the link doesn't open. However, if the user presses the 'Tab' key, the focus moves to hidden and pressing 'Enter' opens the link.	Open any base instance with AI search enabled. Navigate to the Service portal. Navigate to the Search edit field. Search for 'email'. Navigate to the search results. Select a filter. Navigate to any links in the 'Results' section. Press the 'Enter' key to select. Verify whether it opens. Expected behavior: The tab focus is on the link, and pressing the 'Enter' key opens it. Pressing the 'Tab' key moves the focus to the next interactive element. Actual behavior: When the tab focus is on the link and the 'Enter' key is pressed, the link doesn't open. However, if the user presses the 'Tab' key, the focus moves to hidden and pressing 'Enter' opens the link.
AI Search for Virtual Agent PRB1945491	Tags should be passed as 'Array of Strings' not 'String'
AI Search UX PRB1962691	AI Search doesn't populate sys_search_ source_event with sources that weren't returned		Enable AI Search for a portal. Search for a query that doesn't return documents from a search source. Observe that only the tables from search results that were returned were added to sys_search_source_event.
AI Search UX PRB1978161	Replace the sparkle icon with the lens icon and updated specs in the workspace search
AI Search UX PRB1982272	There's a missing configuration for RAG popular search suggestions	This limits the ability for the suggestion type to be used, as the sys_suggestion_reader entry would need to be shipped in a store app or created by background script, neither of which is ideal.	On an AI Search enabled instance, open the list view for the sys_suggestion_reader table. Check for an entry for RAG Popular Queries (e.g. Type = RAG_POPULAR_QUERY). Expected behavior: There is an entry. Actual behavior: There isn't an entry, and no New button to create one.
Analytics Data API PRB1937286	When a visualization acts as filter, another visualization isn't filtered for the first time		Create a dashboard. Add 2 visualizations: Horizontal bar on incident table, grouped by active, and acting as a filter. Single score on an incident table and follow filters. Save the dashboard. Exit the editing mode. Select on a bar (true) on the bar visualization. Notice that the single score doesn't reflect with the changes. Select another bar (false). Notice that the single score reflects the changes.
Analytics Export API PRB1977069	Users are unable to schedule data visualizations
Application Manager PRB1971605	The base version is grayed out in the new Application Manager	The base version is grayed out in the new Application Manager, which stops to install the custom version created on the base version 1.0.0. The new Application Manager allows to install the custom version only on the latest version.
Application Manager PRB1981044 KB2719949	The latest version in the sys_store_app table is updated to the installed version after an install, thereby causing the Upgrade button to be unavailable in App Manager	Two functions (_fixLatestVersion ForWithdrawn InstalledApps, _fixLatestVersion ForWithdrawn InstalledCustomizations) in Application Manager's UpdateChecker.checkAvailableUpdates API (aka Sync in the UI) were missing a required GlideRecord.addQuery constraint when the 'sn_appclient. enable_app_manager _checksums_cache' sys_property was set to true (default). This regression led to the latest_version being set to the incorrect values on Install/Sync.	Refer to the listed KB article for details.
Appointment Booking PRB1940645	If users load appointment booking on a portal home page and then use the Service Portal (SP) date picker in a different portal page, the datepicker won't be clickable until a page reload
Appointment Booking PRB1973793	Blackout schedule isn't honored	Users are able to book an appointment during the blackout schedule period.	Impersonate a user. Navigate to the 'Credentials' page. Select Fingerprinting. From the location drop-down list, select San Diego - Linda Vista Campus. Answer the question 'What is your reason for visiting?' with 'Fingerprinting'. Select the calendar icon next to Appointment. Notice that appointment slots are available during the blackout schedule (for example, December 31st).
Asset Management PRB1968544	Assets which were created aren't displaying in 'Create Asset' on the Agent Mobile app		Navigate to the Agent Mobile app. Navigate to Asset > Create Asset. Select Submit. Select the 3 dots menu on the list. Select the Create Asset function. Fill all the fields and submit. The asset gets created. Select Create Asset. Enter the asset tag or serial number for the created Asset. Expected behavior: An asset which gets created should be visible. Actual behavior: An asset which gets created isn't displaying.
Authentication PRB1927594 KB2423799	Oauth token calls fail from an API authenticated sessions	As part of multi-factor authentication enforcement for local internal user logins, adaptive authentication is enabled and configured the MFA context policy. Once an API authenticated session is established, it's expected to make only API integration (or non-interactive) related calls, and the '/oauth_token.do' call falls outside of integration calls.	Refer to the listed KB article for details.
Authentication PRB1960277	An Supplier Lifecycle Operations (SLO) error displays when the SLO URL is empty in Identity Provider (IdP) configuration	When the SLO (single logout) URL field is left empty in the IdP configuration, the system redirects to external_logout_complete with an error code slo_error. However, this behavior is incorrect. Since SLO is optional, the absence of an SLO URL shouldn't trigger an error. This issue also appears in mobile.	Navigate to the 'IdP Configuration' page. Ensure that the SLO URL is left empty. Log in using the configured IdP. Log out. Expected behavior: The system should successfully log out and redirect to the external_logout_complete page without any error code, since SLO is optional. Actual behavior: The system redirects to external_logout_complete with error code slo_error, implying a failure even though SLO wasn't configured.
Automated Test Framework (ATF) PRB1978271	Remove metadata tracing valid transaction filtering	In SpanJob, remove validTransaction filtering. Since tracing doesn't allow transactions not related to metadata tracing to be traced, this is a redundant functionality. This is causing Builder Agent not to work with Zurich Glide properly. Filtering should be removed and add a new one that filters out all metadata not containing testResultId. This line in code is misleading and might cause issues in metadata tracing entries persistence in future.	Create sys_trace_config entry. Set atf_context cookie. Navigate to incident_list.do. In another browser, without the cookie set, confirm no trace records are produced in sys_traced_metadata.
Case and Knowledge Management for HR Service Delivery PRB1963168	The HRSD Knowledge Graph is unavailable after an upgrade	There's an issue with the Now Assist Knowledge graph. The user receives the error 'An unexpected error occurred. Please try again.'	Impersonate a user who has access to the HR Portal. Navigate to the HR Portal: https://<instance>.service-now.com/hr. Initiate a Virtual Agent Chat. Enter the prompt: 'Show me my open HR cases'. Expected behavior: Information about the users's open HR Cases is displayed. Actual behavior: The user receives the error 'An unexpected error occurred. Please try again.'
Case and Knowledge Management for HR Service Delivery PRB1965782	RCA created during case summarization / resolution notes generation	RCAs are generated when modifying any fields in an HR case and its child tables, which causes test failures.
Case Management PRB1973038	Industry case count usage for TPSM, TMT, HCLS, MCO, FSO, Retail and CSM entitlements	Count of cases that are not extended from one of the industry base cases an have industry entitlements. The count needs to be as of yesterday and run daily. This need to per industry and count of cases should be grouped by case type.
CMDB Data Manager PRB1943938	The Data Manager policy jobs experience has increasing slowness creating tasks when processing large data sets	The CMDB Data Manager policy for running jobs keep running for a long time because the underlying SQL query has pattern of LIMIT and OFFSET on the CMDB table. The table has a lot of data, and thus those SQL queries start showing increased execution time, effectively slowing the job running them.
CMDB Identification and Reconciliation PRB1957741	On the CMDB Health Dashboard, a parent metric, like completeness, displays a total count of less than one of the sub-metric (required or recommended)	This causes totals to be incorrect.
Configuration Management Database (CMDB) PRB1894727	Duplicate approvals are created for the same users for CMDB Data manager tasks while in the 'Requested' state	This issue shows up when there are multiple archive policies generating each at least one task. It might be applicable for retire or delete policies too.
Configuration Management Database (CMDB) PRB1909893	The 'Run' filter can apply an old condition and not pick up the newly applied filter conditions	In the CMDB Relationship editor, the filter can apply old conditions and not pick up the newly applied filter conditions. This is issue isn't consistently reproducible but there's a problematic API call made.
Configuration Management Database (CMDB) PRB1969483	The 'CMDB Group Health' dashboard displays incorrect totals for parent metrics	In the CMDB Health Dashboard, users can experience incorrect totals for parent metrics when they have different health inclusion rules on the submetrics, which can even show negative percentages.
Database Persistence - Data Access PRB1829096	There's an incorrect timeref display value for ISO week 53	It's cosmetic, as only the axis labels are affected and the real values are preserved.
Database Persistence - Data Access PRB1924708	'Show Matching' a list and ordering by ref_ fields throws a NPE	After the user orders the list, the records disappear.	Navigate to task.list. Open Configure > List Layout. Add the planned start date [change request] to the list of columns. Save. Add watch list to the view. Populate the watch list of some records. 'Show Match' the watch list. Order by the planned start date [change request]. Expected behavior: The records show. Actual behavior: The records disappear.
Database Persistence - Data Access PRB1968109	When glide.db.aggregate .groupby_display _optimize is true, the group by reference fields display value is a sys_id
Database Persistence - Data Access PRB1968921	Count(*) throws an exception for Workflow Data Fabric tables	It works fine with Glide tables.
Database Persistence - Data Scale PRB1889276	deleteMultiple fails for PG for IN conditions larger than 1000	A NullPointerException is thrown: 'Exception attempting to delete from: u_cstask_multiple_delete: java.lang.NullPointerException: Cannot invoke 'java.util.List.addAll(java.util.Collection)' because 'this.fPlaceHolders' is null: com.glide.db.conditions. ASetCondition. formatFieldSet (ASetCondition.java:265) com.glide.db. conditions.ASetCondition. formatSet (ASetCondition.java:157)'.	Create a table 'u_cstask_multiple_delete'. Add a single string column 'end_of_life_item'. Generate around 10,000 items. Try to delete them using Glide record and IN condition. Make sure to put more than 1,000 values into the addQuery IN values. Observe that a NullPointerException is thrown.
Database Persistence - Data Scale PRB1945816	A connection pool should properly handle errors during expansion	This issue was observed in a user's production instance where the PRI database connection pool became exhausted. The exhaustion occurred because several threads were holding PRI DB connections while executing queries on the RR database. During this time the RR database went down (due to a hardware failure), and these threads remained blocked for approximately 10–15 minutes, resulting in pool exhaustion.	Create an instance that has a read-replica DB. Execute repeated transactions that result in routing some, but not all, of the queries to the read replica. While these queries are running, the read-replica database needs to go down (either kill -9 or unplug the box). Observe that the system becomes unavailable for 10-15 minutes until the transactions begin to timeout.
Database Persistence - Graph PRB1974718	Null value optimization must handle a case where Genius Results are reused and null everything again
Database Persistence PRB1970223	The DBSqlParser query modifies the sys_id ElementDescriptor storage table name, which breaks queries to the parent tables after	As a result, queries against parent tables are failing with an error similar to: 'Syntax Error or Access Rule Violation detected by database ((conn=31570) Unknown column 'customer_account0.sys_id' in 'SELECT')'.
Data Privacy (Classic) PRB1881041	The New button displays on related lists where it isn't configured		Provision an instance with the GRC: Advanced Risk and GRC: Risk Management Workspace plugins installed. Open the 'Lists' page in the Risk Workspace. Navigate to 'Risk assessment project' section. Select the New button visible at the top right on the list page. Fill all of the required fields. Make sure the impersonating user is set as the owner. Move the project to the 'Risk scoping stage'. Observe the New button that's visible on the 'Risks' related list.
Data Privacy (Classic) PRB1944655	The 'Data Privacy anonymization' job fails when resumed after an upgrade		Create a data privacy job in a Yokohama instance. Pause the job and upgrade the instance to Zurich. Resume the job once an instance is upgraded. Notice that the anonymization job fails when resumed after an upgrade.
Data Privacy (Classic) PRB1975900	In Data Privacy's anonymization policies, 'Select child table filter (Optional)' values aren't saved	There's no logging.
Data Privacy PRB1978912	Data Privacy is incorrectly customizing the 'sys_declarative_ action_assignment_ 38b9d94373 12011071783 b1f3bf6a7e4' file		Before installing Data Privacy, open the 'sys_declarative_ action_assignment_ 38b9d94373 12011071783 b1f3bf6a7e4' file. Notice 'Experience Restricted' = true. Install Data Privacy. Open the file. Notice 'Experience Restricted' = false The Data Privacy application installation shouldn't change the file data.
DevOps (Family) PRB1974768	Duplicate pull requests are created due to a concurrency problem	Database level uniqueness isn't present and, as a result, a duplicate record is created when a race condition happens.
Discovery PRB1895238 KB2249032	Cloud Application Patterns are launched sequentially and contribute to the long discovery schedule	The launching time of a massive number of probes should be improved.	Refer to the listed KB article for details.
Discovery PRB1903928	Slow query with primary_hash=-865319141 runs 60k times per day, consuming reasonable time from the database	Users with a relatively high number of records on cmp_discovery_ldc_config may be affected by query primary_hash=-865319141. It can run thousand of times, reading the entire table.
Discovery PRB1962473	The 'AWS Org Assume Role' fails when using wildcard ARN containing an IAM role path	Discovery using the 'AWS Organization Assume Role' fails when the access role name in cloud_service_account _aws_org_assume _role_params contains both a wildcard (*) and an IAM role path. During credential resolution, the MID Server truncates the ARN at the first path separator and attempts to assume arn:aws:iam::member-id:role/xa instead of the full path-qualified role name. This results in an access denied error from AWS STS, causing the Amazon AWS Datacenter pattern to fail for all member accounts. The issue does not occur when the same ARN is configured explicitly per a member account.
Discovery PRB1969791	The Discovery Pattern logs say Warning CI Pattern is completed, even though the pattern failed completely	Even though the classification is successful, if the pattern fails to get the basic identification details such as name, serial number, etc., the pattern fails completely. However, the Discovery Pattern logs say the Warning CI Pattern was completed but failed some post-processing steps.	Run an SNMP Discovery. Observe that the pattern fails if it fails to get the basic identification details. However, the Discovery Pattern logs say the Warning CI Pattern was completed but failed some post-processing steps.
Discovery PRB1970237 KB2738206	Post-Zurich upgrade, pattern debug mode isn't working as expected	Post-upgrade, when users open the pattern step and try to debug, for troubleshooting, users aren't getting the options of selecting the Cloud Service Account and AWS datacenter information for which is needed to run the discovery in debug mode.	Refer to the listed KB article for details.
Discovery PRB1974425	Make the Discover Now button primary in the workspace 'Form' view	Update the button style on the existing UI action record for Discover Now to mark it as primary.	Navigate to Discovery Admin Workspace > Schedules. Select any IP-based schedule. On the schedule 'Details' page, select the 'Schedule Details' section. Expected behavior: As one of the main UI actions on each schedule form is Discover Now, this should be displayed as a primary button. Actual behavior: Notice that the style of the Discover Now action button displayed isn't 'primary'.
Document Viewer PRB1947203	After upgrading to Yokohama, there's an issue during the generation of a PDF file for a custom audit process using the PDFGenerationAPI library	The URL of an image or some function of the style of the HTML text used as the basis for the PDF file isn't converted or supported.	Take the Corporate FSQ Audit engagement field (engagement_type) with the status (state) as 'Follow Up' (5). Verify that the Report field (kb_article) is populated. Verify that the Audit Report State field (u_audit_report_state) is 'Final Report Delivery' (final_review). Select the Preview Audit Report UI action that appears. An attachment should automatically be generated and be attached to the engagement in question, but nothing happens.
Dynamic Schema PRB1972205	There's an incorrect index on the dynamic_choice table	The existing index on dynamic_choice prevents separate choice_sets from having the same value.
Email Notifications PRB1942395	The cursor moves to the end of an input field when the CPU throttling is 4* slower and 6* slower		Log in as an admin user. Navigate to CSM Workspace. Open a case record. Navigate to Compose email. Change CPU throttling in the 'Network' tab to 4*slower/6*slower. Type continuously. Observe that the cursor jumps to the end while typing. Expected behavior: Drafting an email shouldn't encounter unexpected cursor placement to the end. Actual behavior: The cursor moves to the end while typing.
Email Notifications PRB1964152	Email Client template behavior changed after upgrading to Zurich	After upgrading to Zurich, the behavior of Email Client template selection has changed. In Xanadu and Yokohama, the system always reverted to the default template when showing the 'Email' tab again. However, in Zurich, the system keeps the last used template (template2) instead of returning to the default.	Log in to an instance. Open Service Operations Workspace. Open an incident record from the list. Select the Detail tab. Select the More menu on the right of 'Work notes', then select Email (→ template1 is applied). Confirm that template1 is currently applied. Select the Email Template icon on the right-side menu. Select template2, then select Apply Template. After template2 is applied, enter an email address in the To field and select Send Email. Repeat Step 5. Expected behavior: Template1 is applied again (returns to the initial status). Actual behavior: Template2 remains applied (the last used template is applied).
Event Management PRB1975115	Slow processing of the 'Event Management - Maintenance Calculator' job when processing a large number of closed alerts	For users that have large number of closed alerts, this update can take about 20 minutes in case of the user with about 50k-100k closed alerts.
Flow Engine PRB1971237	Unable to run 65M Load Test		Log in to the instance. Under CISP Test suites, select NMA_Mock: 65M_NMA_MT_Equip_Data_Update. Select Execute Tests. Select Execution Profile as Nested Payload. Select OK. Check CISP executions for the results. Observe that certain executions didn't run.
Flow Engine PRB1984516 KB2741852	Flows with record triggers intermittently aren't triggering after a Zurich upgrade	The root cause of the issue lies in the record trigger cache preparation, which isn't thread safe. This may result in returning incomplete triggers that cause flows/playbooks not to trigger.	Refer to the listed KB article for details.
Flows (Family Channel) PRB1948205	A user isn't able to delete 'Assign Subflow Output' flow logic's inputs		Open any subflow with 'Assign Subflow Output' like 'Batch Rollback' or 'Batch Install'. Delete any of the outputs from the 'Assign Subflow Output' logic. Select Done. Reload. Expand 'Assign Subflow Output' again. Notice all the variables are still there.
Flows (Family Channel) PRB1954202	Nested complex objects don't preserve dropped pills	When the user drops a complex object pill into a nested complex object, it does not save correctly (with or without SAYG). Dropping a pill on the root level works.	Create an action that outputs a complex object. Create an action that has an input that is a complex object with a complex object nested within. Add action #1 to a subflow. Add action #2 to a subflow. Pass the output of action #1 to action #2's NESTED CO input (not the top level CO itself) by dropping a pill. Save the subflow (skip if save-as-you-go is enabled. Note this bug occurs regardless of SAYG enabled/disabled). Test the subflow. Observe that the passed complex object works at runtime. Reload the subflow and observe that the pill is missing. Test the subflow. Observe that the passed complex object does not work at runtime.
Form Templates PRB1968784	Users aren't able to update certain fields using templates in Service Operations Workspace (SOW)	When a field depends on another field, if a user is attempting to clear the dependent field value via a template while the parent field is populated, the system validates if the new value exists within the parent field's reference. The validation fails, preventing the field from being cleared.	Navigate to an instance. Impersonate any users who have roles to control incident along with SOW and to use a template. Navigate to SOW > incident record to apply a template. Fill out values in an assignment group and 'assigned to' columns. Select the template icon in the far right panel and choose it to update a field for instance 'Assigned to'. Expected behavior: A warning message shouldn't appear. And the Assigned to field should be updated. Actual behavior: A warning 'unable to update field Assigned to' message appears and users are unable to update the Assigned to field.
GlideRecord PRB1981009	MID Server core logic for Collector Framework	This is a product update.
Horizon Design System PRB1973789	Agentic AI and GenAI color gradient implementation	This is a product update.
HTML Field Type Editor PRB1953216	URL links added in HTML fields no longer change color when the Toggle theme button on the TinyMCE editor is clicked	The issue is observed in Zurich. It was tested in both light and dark themes, Next Experience, and coral.	In a Zurich instance, navigate to kb_knowledge.do. Copy and paste a URL link into the Article body HTML field. Select the Toggle theme button. Observe no color changes. Repeat the same steps in a Yokohama instance. Observe different behavior.
Identification and Reconciliation API PRB1972817	There's an NMA update exception	This results in various errors during the load test.	Run OKR Mixed Load Test with CMDB Updates, Event Management, Discovery, and Order Management. Run the 10M NMA Update using CISP. Check for errors during the load test.
Inbound API Integration Usage Framework PRB1972551	Protected data definitions sent to Clickhouse have invalid values for user names and application names
Inbound API Integration Usage Framework PRB1974639	Track inbound API integration requests as GCF events for licensing	This is a product update.
Install Base Management Store PRB1972327	Instance performance issue due to no NULL checks in the InstallBaseUtilSNC base instance script include	'sn_customerservice.unified_consumer role' was added to a group, causing a cascading change to 27 child groups containing over 7000 users. Subsequently, users with this new role who didn't have a corresponding entry in the consumer table were caused to run a 'select *' query on 'sn_install_base' tables. This results in queries of tables containing over 2 million records being continuously executed.	Open a base instance. Try to assign 'sn_customerservice .unified_consumer role' to a high number of users (or any group with a lot of members). Try to open any case as any user from the above list. Observe the slowness. Global.CSManagementUtils .getConsumerID() returns null for a user who doesn't have a record in csm_consumer table and has a unified_consumer role. This method is used in other methods, which are used in dynamic filters.
Instance Data Replication (IDR) PRB1821656	A carriage return character (&#13;) is added	A carriage return character is added when work notes or additional comments are synced to an instance.	Navigate to a producer instance. Make a multi-line comment. Save. Navigate to a consumer instance. Observe that the carriage return character (&#13;) is added to the new line.
Internationalization Features PRB1892286 KB2277705	A non-admin user can't change a dashboard name by specific steps when the system language is set to Japanese	The dashboard name should be updated correctly and reflected in both the primary record and its translated fields, as it is in the Washington and Xanadu versions. In the Yokohama version, the update to the dashboard name fails silently when the Japanese language is enabled and the sys_translated record exists.	Refer to the listed KB article for details.
Internationalization Features PRB1912273	After a Yokohama upgrade, catalog admins can't create new sys_translated records	Since the upgrade to Yokohama, it's no longer possible for catalog_admin users to create new records in table [sys_translated], only update existing ones.	Provision a Yokohama base instance with a language plugin installed. Create a testuser with the role catalog_admin to access the catalog items and their variable sets and variables (but not the sys_translated table directly). As sys_admin, create two variables for any catalog item. Add a translation for one of the two variables. Switch to testuser. Open the catalog item. Change the preferred language to the one associated with the plugin (make sure the translation exists). Change the English value to a translation for the variable that wasn't translated yet. As sys_admin, check on the sys_translated table directly. Observe that the change is instantly reverted after trying to save it and isn't saved. As testuster, adjust the existing translation of the variable question text for the translation that already exists. Observe that the adjustment is saved correctly and can be found in the sys_translated table, with 'updated' and 'updated by' correctly updated to the testuser.
Key Management Framework (KMF) PRB1906571	Password2 system properties return an encrypted value after a node restart for on-prem instances	In on-premises environments, database (DB) properties aren't being correctly decrypted and remain encrypted in memory.
Key Management Framework (KMF) PRB1906606 KB2601723	SEK rekey fails for records with undefined or invalid sys_id or invalid table	Bagheera should handle undefined/null/empty sys_id records.	Refer to the listed KB article for details.
Knowledge Management PRB1929677	There's an issue with the dependent field values in Knowledge Management	When users create a KB Article from the list where the filter conditions are applied, the same values are populated on the new record.	Navigate to knowledge list. Run a list filter with a mismatched combination of a knowledge base + a category defined under a different knowledge base. Select the New action. Observe that the form is populated with the mismatched values.
Lifecycle Events PRB1888762	LE/JD test failures
List Administration PRB1926700	Users are unable to select a custom component of a presentational list inside a modal	There's a presentational list inside a modal in UI Builder and the list has a custom component now button. When the modal is opened and the button iconic is selected, users see expected behavior. But, if users try to close the modal and reopen it again and then click on the button icon, the event 'NOW_LIST# CUSTOM_COMPONENT _ACTION_DISPATCHED' doesn't get dispatched.
MID Server PRB1964711	Reverse DNS lookup fails due to a mismatch between a fixed FQDN and a dynamically assigned IP address	Reverse DNS lookup in the users' environment fails because the host is configured with a fixed FQDN, while the IP address assigned to the system is dynamic. Since the PTR (reverse DNS) records in DNS aren't updated when the IP address changes, the reverse lookup returns either no hostname or an incorrect hostname for the current IP.
Mobile Platform PRB1979842	New function type for voice launcher	This is a product update.
Multimodal Service (Family Channel) PRB1972984	Build Multimodal Glide Service to support AIS multimodal document search	This is a product update.
Multi-provider Single Sign-on (SSO) PRB1920554	The 'Check certificate expiration' job fails daily	If the user runs the job 'Check certificate expiration' on an instance with multiple certificates, the localhost_log shows an issue for every certificate that got null.
Next Experience Unified Navigation PRB1980286	The 'Preference' menu freezes when there's a circular dependency in the theme record		Create a circular dependency in the Sys Ux theme of an active theme where the properties look like: '--property-1: --property 1'. Save the record. Reload the page. Open the preferences modal. Expected behavior: The preferences modal works as expected. Actual behavior: The page freezes and becomes unusable.
Next Experience Unified Navigation PRB1981430	AIEL/X can't be loaded from the current endpoint		Load an instance configured with NextWave. Notice it doesn't work because the AIEL/X dependencies aren't reachable at the current endpoint.
Notify PRB1972166	Increase the transcript ID size in the 'Notify Transcript' table to accommodate bigger IDs	The newly added table 'Notify Transcript' has a field Transcript ID, which is of length 100. This needs to be increased to 500 as MS teams transcript ID is > 300 and this size constraint is a blocker for the transcript feature to work.	Use MS teams integration over Notify with transcript support. Notice that the transcript ID stored is truncated as the limit is lower than the size.
Now Assist Panel PRB1982458	Instances with firewall issues or without ADC setup can't access AIEL assets through sk8s
Now Assist Panel PRB1984097	Increase the JWT expiration	Set the JWT expiration to a larger value and make it tied to a session.
On-Call Scheduling PRB1909337	No response after selecting On-Call Calendar if there's no shift in cmn_rota	When the user tries to select On-Call Calendar, there's no response and no message, but a green border is displayed for an unknown reason. It seems related to the presence or absence of shift(cmn_rota). Instead, the system should display a meaningful message on the page when no shifts are available.	Execute cmn_rota.list. Confirm there are no records. Navigate to On-Call Scheduling. Select On-Call Calendar. Observe that there's no response and no message, but a green border is displayed for an unknown reason.
On-Call Scheduling PRB1938628	When adding a coverage to a shift, the user is displayed two times on the 'day' view of the on-call schedule		Create two or more shifts for a group. Ensure that one shift is using new schedule engine, and the other one with the old schedule engine. Add coverage to users in the new schedule engine. Select the shift in the classic calendar to view the on-call persons. Observe that users are displayed twice. The user should be displayed only once.
On-Call Scheduling PRB1967490	OnCallRotation.getPrimaryUser returns null for across day shift time while using 2024_schedule_engine	The script to get the primary on-call doesn't return valid data. Instead, it returns a null value.
OneExtend PRB1925002	Agentic Workflow's trigger sys_user is taking precedence over run as 'AI User'	When trigger conditions are met, the workflow should be executed with workflow's 'Run As' user for the new incident. However, the workflow is actually executed with the trigger's sys_user and the execution is terminated with the error 'Access Denied'.
OneExtend PRB1962281	Users are unable to uninstall a Store application that contains any tables which are restricted as a part of AccessHandler	When an admin user tries uninstalling the apps, uninstallation fails with an error: 'Deleted X,YZ metadata records, could not delete 2. The store application was deactivated, but not deleted'.	Create a custom app or use a Store app. Add files under the sys_gen_ai_ license_metadata_trial table. Try to uninstall the custom or Store app. Users with admin rights are unable to uninstall the app as the uninstall is unable to delete these tables data because of Access Handler.
OneExtend PRB1968937	Conversations aren't building correctly when users try with the aia_artifact_dataset table, even though identical queries work as expected with the qna_dataset table	The conversations generated for both records are incorrect, and in some cases no conversation is generated at all. However, running the same queries using the qna_dataset table or executing them manually produces the expected conversations. This suggests that Auto Chat isn't functioning correctly with the aia_artifact_dataset table.
OneExtend PRB1971589	cypher2Results API is broken with Glide record dynamic	A null pointer exception is coming from OneExtend: 'Couldn't decipher the stack trace resulting from the following JavaScriptException.'
OneExtend PRB1978709	Now Assist Portal (NAP) and AI Agents fail because outbound URLs ignore the project ID of the connection URL (sys_alias)	In the Gemini BYOK integration, outbound requests made by NAP and AI Agents fail because the generated outbound URLs don't include the project ID from the connection URL (sys_alias). These features rely on the Java proxy to construct outbound URLs, but the proxy doesn't append the project ID. As a results, calls are sent to an incorrect or incomplete Gemini endpoint, and the user gets the error 'Invalid HTTP response 404: Not Found'. In contrast, Incident Summarization and Code Generation features work correctly because they use the Flow Designer, which properly constructs outbound URLs and includes the project ID as part of the request path. Since NAP and AI Agents bypass Flow Designer and instead use the Java proxy which omits the project ID, their outbound calls fail consistently.
OneExtend PRB1981515	Add enhanced debug logging around async client call	There needs to be debug logs added when each streamed chunk is received, when the final callback is received (VAStreamConsumer), before enqueueing in the hybrid queue, and after enqueueing in the hybrid queue and the callback is complete.
OneExtend PRB1981554	The 'One Extend' plugin needs the extension point for Hermes health checks	Without this health check endpoint in the extension points for Glide One Extend, alerts are sent to the SRE.
OneExtend PRB1981648	integration_type metadata is missing in metadata sync, which is needed to support BYOK scenarios	Metadata sync from Glide to Mosaic is missing the provider's integration_type related metadata. Without this metadata, Mosaic would not know whether customer has opted in for BYOK and so cannot support BYOK related use cases.
OneExtend PRB1986722	During Mosaic Log Sync, not all Generative AI metrics are persisted
PDF Generation PRB1829301	System Trigger-PDFReportExportJob causes nodes to go out of memory	One user had slowness in the instance when the trigger on PDFReportExportJobs was executed. This trigger was consuming a lot of memory which forced support to turn off the execution. This was observed multiple times in the instance.
Performance Analytics Dashboards PRB1958610	'Perf Analytics Pack for Agile 2.0' doesn't have the necessary ACLs to view dashboards	There's an error message: 'Part of the query on sys_portal_preferences has been ignored because of insufficient access for 'query_match' operation on sys_portal_ preferences.portal_section'. Instances already have a query_match ACL for *.* if the user has read access to the table. There's no read access has been provided to the sys_portal_preferences table other than the admin role, even though this dashboard is shared with the scrum_user role.
Performance Analytics PRB1823066	Investigate and fix test failures in ams-analytics-business-calendar test project	Various tests started failing. These tests were related to BusinessCalendarAnalyticsHubIT, DeleteCalendarIT, DSTargetsCommentsIT, ListWidgetIT, PeriodsIntervalIT, SingleScoreWidgetIT, and TimeSeriesWidgetIT.
Platform Analytics Component API PRB1936517	A user with minimal roles can't add a breakdown to an indicator	A new API must be created to get indicator breakdowns.	Create an user with a minimal role. Log in to an instance using that user. Navigate to data viz center. Add an indicator scorecard as a viz type. Change the source definition to 'Manually Selected'. Add 'Number of open incidents'. Observe that the user isn't able to add any breakdown. A 'There is no valid breakdown' message is displayed.
Platform Analytics Dashboard API PRB1972888 KB2687484	Widgets are missing from dashboards in CAM, AO, and SCA Overview pages on the latest main and Zurich builds for CAM Application		Refer to the listed KB article for details.
Platform Analytics Dashboard API PRB1977527	columnLimit has an invalid value, as it expected a value than can be converted to type 'Int' but it was a 'String'	On post-upgrade to Zurich, in list-type visualizations, if the Number of columns displayed field isn't specified, an error message is displayed: 'Variable 'columnLimit' has an invalid value: Expected a value that can be converted to type 'Int', but it was a 'String''.	Create a dashboard with a list visualisation. Configure the number of columns to be displayed and leave it empty. Observe the error message.
Platform Analytics Migration API PRB1962944	Duplicate records are created in the analytics_category_m2m table when using UnloadDashboard before and after Platform Analytics migration	In the Zurich release, when a Core UI dashboard is exported from a source instance using UnloadDashboard before a Platform Analytics migration, and then the same dashboard is migrated to a Platform Analytics dashboard and exported again using UnloadDashboard after migration, duplicate category records are created in the analytics_category_m2m table upon importing to the target instance. This issue occurs when both the source and target instances perform the migration process and the migrated dashboard is re-imported through an update set. As a result, the migrated dashboard in the target instance displays two identical categories, with duplicate links in the analytics_category_m2m table.	In the source instance, create a new update set and set it as current. Create a Core UI dashboard and assign it to a dashboard group. Use the UnloadDashboard functionality to record the dashboard into the current update set. Mark the update set as 'Complete' and export it to an XML file. In the target instance, upload, preview, and commit the update set XML file. In both the source and target instances, migrate the Core UI dashboard to a Platform Analytics dashboard using Migration Center. In the source instance, create an update set and set it as current again. Use UnloadDashboard again (this time after the Platform Analytics migration) to capture the Platform Analytics dashboard into the update set. In the target instance, upload, preview, and commit this new update set XML file. In the target instance, open the migrated Platform Analytics dashboard and verify its category.
Platform Licensing PRB1980200	True-up of SM and LE 6.0.2	This is a product update.
Process Mining component for Platform Analytics PRB1949256	A filter on a promin component on Platform Analytics dashboard gives 'undefined' instead of displaying the task progress		Navigate to Platform Analytics workspace. Enable the process mining component. Apply a filter on the graph. Observe that it says 'undefined' in the top right corner instead of showing a loading circle.
Process Mining Workspace PRB1914287	'The page you are looking for could not be found' error is thrown after selecting 'Generate report'	The issue has been observed on the 2.4.2 and the 2.4.8 version of Automation Discovery (ml-automation-discovery).	Provision an instance with the Automation Discovery plugin installed (for example, the base instance for Zurich). Enable Automation Discovery for the entity say incident at process configuration level. Create a project on incident table and mine. Open the workspace. Navigate to 'Automation Opportunities' tab. Select Generate Report. Observe that the message 'The page you are looking for could not be found.' appears.
Process Mining Workspace PRB1916916	When datetime is selected as Activity Definition, the grouping of activities isn't working
Process Mining Workspace PRB1916953	Capitalization error on project cards		Navigate to the Process Mining Workspace. View a card. Notice that 'records' doesn't have a capital letter.
Process Mining Workspace PRB1921794	The number of variants is 0, and the average record duration and total accumulated record duration is 0 seconds	On the opportunity details page, the number of variants is shown as 0. Also, the average record duration and the total accumulated record duration is shown as 0 seconds. This issue is seen for the automated findings of MDM projects and rule-based findings on both single or MDM projects.	Open the analyst workbench of any mined MDM project with findings added. Select any finding. Navigate to the 'Opportunity details' page. Observe that the number of variants is shown as 0. Also, the average record duration and total accumulated record duration is shown as 0 seconds. When the user hovers on the number of variants, the total inefficiency duration is shown.
Process Mining Workspace PRB1932901	The user can save and apply automated findings with empty configuration values, which causes mining to fail	Mining fails with the error 'Event extraction failure: Extraction encountered an unexpected issue. Contact your admin'.	Create a new project from the 'Process Projects' page. On the 'Set improvement opportunities' page, create a new automated finding. On the Configure screen, remove the default values. Select Save and exit. Observe that finding gets added to project. Mine the project. Observe that mining fails with the error 'Event extraction failure: Extraction encountered an unexpected issue. Contact your admin'.
Process Mining Workspace PRB1949520	Users aren't able to view processes if they have access to only some of the records from that table		Impersonate abel.tuter. Open the 'Process config' list from Process Mining Workspace. Select the wrench icon on the left sidebar. Select the kb_knowledge record from the list. Observe that a 'You don't have required access to the Knowledge table for viewing this configuration' error displays even though the user has access to some records in the kb_knowledge table.
Process Mining Workspace PRB1955632	The 'Top 5 opportunities type' graph isn't displaying the improvement opportunity type with the highest records		Navigate to the 'Summary and insights' page after adding findings. View the 'Top 5 opportunities type' graph. Observe that the data is not sorted with highest record frequency.
Process Mining Workspace PRB1959708	Users are able to see the global search icon in the Process Mining Workspace, despite not having the needed roles defined in the system property 'glide.ui.can_search'		Access a Glide instance. Impersonate Abel Tuter. Navigate to the Process Mining Workspace. Observe that the global search is visible.
Procurement PRB1970134	'Receive by' isn't populated when receiving through the stockroom import flow	In a normal PO flow, 'Received by' is populated by the user who received the assets. However, in the import flow, it's shown as empty.	Log in to the instance. Create a purchase order. Create a purchase order line with Apple Mac, with the quantity set to 3. Open the stockroom page. Complete the import flow for the above POL. Provide the details for 3 assets. Select Receive. Observe that 'Receive by' isn't populated on the receiving slip.
Request Management PRB1976593	A flow configuration for run as = system isn't honored and its being trigged as the session user, causing security errors in flow execution		Impersonate an itil user. Navigate to the esc portal. Search for 'catalog item - Developer Laptop (Mac)'. Select the item fill the form and submit. End the impersonate the open request (sc_request) table. In the related list users can see the approvers; open any one of them and select the Approve UI action. Similarly, open the attached requested item and approve for the available approvals. Select the Flow context action in the related links. Expected behavior: The flow should have been executed with the system user. Actual behavior: The flow is being executed using a logged-in session user.
Resource Management PRB1941447 KB2552237	The assignment FTE falls to an incorrect value due to lack of availability adjustment to 24 hours in the monthly view of RMWS	The issue is caused by not adjusting availability to 24 hours. It should adjust availability to 24 hours and redistribute hours evenly.	Refer to the listed KB article for details.
Schedule Optimization PRB1976735	Re-true up Schedule Optimization and map integration apps for DM2 changes
Schedule Optimization PRB1977288	Skipped business rule issues during Schedule Optimization (SO) updates	Business rules are skipped or not skipped incorrectly during/after SO due to edge cases not being handled in the current logic to evaluate if SO is making the update, and due to workflows being turned off when locked tasks are updated.
Seismic Framework PRB1961091	The seismic placeholders 'nowPlaceholderHeight' and 'nowPlaceholderWidth' aren't rendering components	When both events in a starting position are visible on the screen, the templates render correctly. When the starting positions of both the events aren't visible on the screen but still they are in view port (gets hidden due to the section header), only one template renders and the other doesn't.
Server-side scripts PRB1955078	Singletons are broken by the inclusion of a module ID in URI	A change made in Zurich, as part of a fix, broke singleton behavior in modules.
Service Portal PRB1935624	'Hide filters' and 'Clear All' in a facet search aren't properly aligned	The 'Hide filters' and 'Clear All' options are showing, but they aren't aligned. There are a few pixel mismatches.	Search for something in ESC portal. Observe the facets on the right side. Choose one of the sources so 'Clear All' shows up. Expected behavior: The 'Hide filters' and 'Clear All' options are aligned. Actual behavior: The 'Hide filters' and 'Clear All' options are showing, but they aren't aligned. There are a few pixel mismatches.
Service Portal PRB1980872	Provide a configuration for navigation from angular pages to Lit pages	In some portals, users have embedded angular experiences. Not all pages are moved to Lit in a single go, but in a phased manner. There are cases where an embedded angular experience has a navigation to a angular page, which has an equivalent experience in Lit. In such cases, users should be redirected to a Lit page.
Service Portal PRB1981788	A non-admin user can't view the notification on a portal and are getting the recordUpdateCount		Log in to a portal with some non-admin user. Expected behavior: A notification shall appear for the non-admin user. Actual behavior: Check for the notification and see that no notification is visible.
Service Portal PRB1981887	The tooltip and date picker don't render when a catalog item is embedded in Lit		Embed a Service Catalog item inside a Lit-based page/component. Open the catalog item form. Trigger a tooltip (hover/focus a tooltip element). Select a date/time field to open the date picker. Observe that the tooltip and/or date picker UI doesn't appear (isn't rendered).
Service Portal PRB1982070	Address issues identified during catalog embed	Issues include the following. The dropdown isn't coming below the question. There's no way to select the file for attachments. For Retina icons, 'Save as Draft' and the 'Update Draft' icon isn't coming up. Error/info messages aren't coming when the angular widget is embedded. Upon submitting, the user isn't navigated anywhere. Options in a few dropdowns, list collectors, reference and requested for aren't populated. A date picker isn't opening. In the case of masked input, it should 'u_show' instead of 'show'. Unable to test 'Not available for' as when logging into Sirius as an admin. For a catalog of type KB, on clicking the article, it's redirecting to /sirius?id=kb_article&sys_id=. The instance options aren't correctly propagated to the angular widget. An HTML question in catalog isn't coming up properly. If a widget is rendered as a question in a catalog, the widget's styles aren't applied.
Service Portal PRB1982188	Users can't differentiate menu items in a sidebar to provide sections or groups	The sidebar currently can't support providing dividers between groups of items as shown in the figma.	Open /aix/aix-portal/. Observe the sidebar. Expected behavior: There's a divider between different sections of items. Actual behavior: There's no way to provide a divider.
Service Portal PRB1982599	An object type in instance properties isn't working in widgetInstance		Create a widget that accepts an object type property. Pass a object property via widget options. Expected behavior: The object type property value should be available in the server script. Actual behavior: The object type property isn't available in the options of the server script.
Service Portal PRB1982715	Widget metadata isn't cached on the client	Metadata is served via config API and not cacheable, but it should be.
Service Portal PRB1982935	AIX requires a full page chat experience	The chat requires a separate route and must be opened with 100% width.
Service Portal PRB1983135	Use the new aix_icon type instead of the glyphIcon type	glyphicon is tied to Bootstrap's icon set and FontAwesome. The AI Experience now uses custom svg icons from the aiux-kit (sn-aix-icon web component).
Service Portal PRB1983640	Multiple AIX dictionary tables have reference fields without reference_cascade_rule defined	This can lead to orphaned records or unexpected behavior when referenced records are deleted.	Navigate to an AIX Experience record. Create related records (e.g., experience properties, route maps, menu items). Delete the parent experience record. Observe that child records (properties, route maps) may remain as orphans instead of being cascade deleted. Alternatively, delete a referenced widget and observe the app shell reference isn't properly cleared.
Service Portal PRB1984642	No current support for dashboard subtitles		Navigate to /aix/aix-portal/dashboard. Expected behavior: 'Here's your day at a glance' should be available as a subtitle. Actual behavior: 'Here's your day at a glance' is hardcoded.
Service Portal PRB1984694	Link color angular variable mapping must be updated	Change angular variable as per update design: $link-color to var(--color-primary) and $link-hover-color to var(--primary-700).
Service Portal PRB1985141	Saving sys_ux_widget fails component validation	There's a component validation error: 'Could not save record because of a compile error: JavaScript parse error at line (1) column (7) problem = identifier "import" is a reserved word'.
Service Portal PRB1985562	Address issues identified during catalog embed	Issues include the following. The dropdown isn't coming below the question. There's no way to select the file for attachments. For Retina icons, 'Save as Draft' and the 'Update Draft' icon isn't coming up. Error/info messages aren't coming when the angular widget is embedded. Upon submitting, the user isn't navigated anywhere. Options in a few dropdowns, list collectors, reference and requested for aren't populated. A date picker isn't opening. In the case of masked input, it should 'u_show' instead of 'show'. Unable to test 'Not available for' as when logging into Sirius as an admin. For a catalog of type KB, on clicking the article, it's redirecting to /sirius?id=kb_article&sys_id=. The instance options aren't correctly propagated to the angular widget. An HTML question in catalog isn't coming up properly. If a widget is rendered as a question in a catalog, the widget's styles aren't applied.
Service Portal PRB1985806	Get widget.sys_id from widgetInstance record and register it with AIEL
Service Portal PRB1985812	AI tool authors should be able to override widget action scripts	A tool author should be able to override the sys_ux_widget_action their own custom script without copying the entire widget.
Service Portal PRB1985837	A record update on a child table doesn't trigger cache invalidation
Service Portal PRB1986152	Pinned widgets don't save		Log in to an instance. In the chat, type 'Show me my flight information'. Select the icon to pin the widget. Navigate to /aix/employee/canvas. Expected behavior: The widget should be pinned in the top left corner of the grid. Actual behavior: The widget isn't there.
Service Portal PRB1986754	Pinned widgets aren't returned from DashboardResolver		Navigate to aixwashington/aix/employee/home. Ask the chat for a 'show me my flight details' widget. Pin the widget. Navigate to /aix/employee/canvas. Expected behavior: The pinned widget should show in the first slot of the dashboard. Actual behavior: The pinned widget is not shown.
Sidebar (Family Release) PRB1931636	Optimize member unread query	The CollabChatUnreadResponder has a long execution time.	Create sidebar conversations using scripts. Send messages from each side of the conversation. Observe that the CollabChatUnreadResponder has a long execution time.
Sidebar (Family Release) PRB1971434	On SFS trueup, when users send a message, they get an exception saying that this.threadMembers is null and the message isn't sent		Send a collab message on trueup. The message doesn't send. On the debug, see the attached error.
Software Asset Management PRB1974875	Job failure troubleshooting for family releases	This is a product update.
Software Discovery PRB1967095	Software Asset Connections doesn't set the last scanned on cmdb_sam_sw_install	Synch installed software pattern pre/post script should get the discovered date from cmdb_ci_appl.
Software Entitlements PRB1943125 KB2541050	Total cost calculation in software entitlements for workspace is different than on the form	The total cost displayed for software entitlements in the Software Asset Workspace (SOW) view is incorrect when compared to the form view of the same entitlement. The SOW is adding additional decimals on some occasions, which isn't consistent with the form view, which would have a rounded number. For example, Workspace: 10,441.5591 compared to Form: 10,440. This issue arises from the different outputs of the UI scripts CalculateTotalCostWS.getTimeSpan() and CalculateTotalCost.getTimeSpan(), which should, but doesn't yield consistent results. This issue impacts the visibility of accurate cost information in Software Asset Workspace.	Refer to the listed KB article for details.
Source-to-Pay Operations (Glide) PRB1978443	Integer to decimal changes, Java level changes
System Events and Jobs Dashboard PRB1917962	Charts in various tiles under the 'Current score' and 'Trends' sections aren't loading	In the System Events Dashboard, the charts under the 'Trends' section and the total error count under the 'Current score' section aren't loading.	Log in as a user with elevated privileges. Navigate to All > System Diagnostics > System Events and Jobs Monitoring > System Events Dashboard. Either keep the default filters or change any filters. Apply the filters. Observe that the charts under the 'Trends' section and the total error count under the 'Current score' section aren't loading.
System Events PRB1971488	Detect legacy jobs exist along with NowMQProcessingFrameworkJob and deletes the changes	In Zurich, when the flow_queue migrates to processing framework, the legacy jobs are deleted and new NowMQ Processing jobs are created. But, if for any reason the legacy jobs aren't deleted or are created while users still have the 'NowMQ Processing' job, users detect it through a job running everyday and log it in the logs file (and therefore it can be seen in the splunk logs).
System Web Services PRB1974638	API Access Volume (Data Egress) exclusion for internal APIs	This is a product update.
Table Administration and Data Management PRB1945120	Flow actions are deleted when they are reverted to older versions
Transaction Management PRB1965542	semaphore_loans metric must have a sliding window		Execute xmlstats.do?include =semaphore_loans,semaphores. The metrics for semaphore_loans should have 1, 5, and 15-minute rollups like the ones for semaphores do.
UI Field Administration PRB1881510	The category under 'change request values' on the standard change template isn't reflected in Service Operations Workspace	This issue is present in the base instance as well. The category field is visible, but the value set for the category isn't visible under 'change template values'.	In the application navigator, navigate to Change > Standard Change > My Proposals > New. Create a new template with the change request values filled in. Request approval. In Service Operations Workspace, navigate to List > Tasks > Assigned to you (remove the filter if required). Open the standard change template. Observe that the category under 'change request values' isn't reflected.
Upgrade Center PRB1958321	Ensure schema changes occur before parallel plugin upgrades when Parallel Plugin Loading (PPL) is turned on	As a result, schema updates aren't completed before plugin upgrades begin when PPL is enabled. This can lead to multiple threads attempting to make schema modifications concurrently, causing potential conflicts and upgrade failures.
Usage Analytics PRB1963094	Users aren't able to interact with the Unified Navigation menu when the web sdk configuration becomes empty	Unified Navigation Menu interaction is stopped when the legacyConfig in sessionStorage is emptied by some scripts, causing errors related to trackingConsent and page freezing upon interaction. This restores smooth navigation between menu items.	Load the home page. Open 'Inspect' mode in the browser. Navigate to the 'Application' tab. Delete the session storage. Try to interact with Unified Nav or other section of the page. Check that there's an error for tracking consent and the page is freezing.
Virtual Agent Designer Legacy PRB1915787	There's a scope issue when using topic block as a tool in the AI agent	The AI agent internally calls the topic block 'Upload file 2', but it's not able to invoke the topic block and throws the error.	Log in to an instance. Open the 'Testing' tab under AI agents. Test the AI agent: 'Upload attachment to the HR case'. Observe that it internally calls the topic block 'Upload file 2', which is used as a tool in the AI agent. It's not able to invoke the topic block and throws the error.
Virtual Agent Designer Legacy PRB1961604	Implementing caching		Set up GenAI and AI Search. Navigate to /esc. Open Virtual Agent. Type 'What is spam'. 77 queries are issued over 7 separate transactions.
Virtual Agent PRB1962077	The Virtual Agent (VA) audio beep isn't heard for all chats in Zurich		Log in to a Zurich instance. Navigate to /esc. Open Virtual Agent. Note that as the VA sends the messages, the chat audio alert isn't heard for each message (sometimes it is heard at the end of the last message). This was not the case prior to Zurich.
Virtual Agent PRB1973358	Support skillParams during execution		Navigate to an instance with July Store apps installed. Turn on AIEL through guided setup. Turn on incident summarization skill. Navigate to the instance home page. Open the dev console. Inspect the element. Set the focus on sn-ai-engagement-experience. Excepted behavior: The skill gets executed without asking the user the record number. Actual behavior: The skill gets executed and asks the user for the record number.
Virtual Agent PRB1975277	The actual status of the additional chat features isn't reflected in the base instance NAVA assistant test window	In the test panel, the values of 'Allow web search', 'Allow response streaming', and 'Allow document uploads' are shown as 'Inactive'. This doesn't reflect the values set in the 'sys_now_assist_ deployment_config _attributes' table.	Navigate to All > Assistant Designer. Ensure that you have active assistants 'Now Assist Panel - Platform (default)' and 'Now Assist in Virtual Agent (default)'. Navigate to the settings of 'Now Assist in Virtual Agent (default)'. In the 'Additional chat features' section, select the Allow web search, Allow response streaming, and Allow document uploads options. Save the assistant. Make sure the same options are selected for 'Now Assist Panel - Platform (default)'. Navigate to the table 'sys_now_assist_deployment_config_attributes'. Search for 'doc_qna', which is responsible for 'Allow document uploads'. Verify that it is set to 'true' for both assistants (since it was selected in the steps above). In the same table, search for 'streaming_enabled' and 'web_search_enabled'. Verify that they're also set to 'true' for both assistants. Navigate to All > Designer. From the 'Select assistant' drop-down list, select Now Assist Panel - Platform (default) assistant. Select the Test assistant button. Observe that the test panel opens, and the values of 'Allow web search', 'Allow response streaming', and 'Allow document uploads' are shown as 'Active'. From the 'Select assistant' drop-down list, select Now Assist in Virtual Agent (default) assistant. Select the Test assistant button. Select one of the available chat options. Expected behavior: In the assistant test panel, the values of 'Allow web search', 'Allow response streaming', and 'Allow document uploads' are shown according to the actual values set in the 'sys_now_assist_deployment_config_attributes' table. Actual behavior: The test panel opens, and the values of 'Allow web search', 'Allow response streaming', and 'Allow document uploads' are shown as 'Inactive'.
Virtual Agent PRB1975617	Failing to send an agent joined message
Virtual Agent PRB1976846	SessionManager/ qlueSessionTo ChannelSessionMap caches rhino objects, contributing to higher heap memory usage	Even if it's using a cache of 100, each item takes between 8-10 MB, causing the overall memory consumption to spike to over 800 MB.
Virtual Agent PRB1979890	Handle an error in VoiceTranscriptServiceImpl	VoiceTranscriptMessage isn't setting the source, causing an error message: 'Exception occurred while adding the message: Cannot invoke "com.glide.cs.qlue. entities.MessageSource .name()" because the return value of "com.glide.cs.qlue. entities.Message.getSource()" is null'.
Virtual Agent PRB1981015	Page context is not saved to Glide (from off-Glide)	Promoted skills should be sent to the client using a rest API.
Virtual Agent PRB1981262	Conversation cache invalidation from Glide	In cases of conversation state changes like abandoned conversation, faulted, or canceled, the cache should be flushed.
Virtual Agent PRB1982394	Topic block tool execution isn't running correctly	There's two problems. One, topic block rich control messages aren't sent back to OGCS. Two, the topic block's inputs aren't sent by AO/MCP.
Virtual Agent PRB1982735	Handle an unknown document_id field in the sys_cs_provider_application		Set up Glide NLU or Now Assist. Set up the appropriate Teams version. Start a conversation from a bot. Logs have an unknown field document_id in sys_cs_provider_application exception for every Teams request.
Virtual Agent PRB1984139	Update permissions on the sys_cs_message_last_read and sys_cs_skill_context tables	Cache writer operations fail with errors.
Virtual Agent PRB1984463	Client isn't loading during an upgrade	During an upgrade, the upgrade schema Web Client chat isn't loading.
Virtual Agent PRB1985779	Fallback option labels are missing in assistant configuration
Virtual Agent PRB1986915	Attachment uploads fail for users without elevated privileges
Virtual Agent third-party integrations PRB1980510	Allow linking for AI agent user type from AI agents app	When the user triggers auto-linking from AI agent with an AI agent type, the linking fails.
Virtual Agent Web Client PRB1979942	Implement granular feedback functionality for NAVA
Virtual Agent Web Client PRB1981024	Markdown link [label](url) renders an incorrect URL when the URL contains a dollar sign ($)
Virtual Agent Web Client PRB1981038	There's an extra empty message added after the HTML output when messages arrive too quickly	This was added for scrolling. When the messages come too fast, this 'hidden' message stays in the chat.
Walk-Up Experience PRB1965546	In Service Operations Workspace (SOW), navigating to location kiosks doesn't return any results	This is an issue with the Walk-up Experience.	Provision a Yokohama instance with the latest version of the Walk-up plugin installed with demo data. Add two kiosks for walk-up location 'Santa Clara Tech Lounge'. Impersonate a user who is part of the group 'Santa Clara Tech Lounge'. Access either SOW or Platform. Expected behavior: Two kiosks are returned. Actual behavior: No results are returned.
Word Document APIs PRB1967960	Custom fonts in Word documents throw an error		Identify contract documents with custom fonts embedded into XML. Upload the contract into the contract request. Note that the upload fails and the file isn't visible in the contract request.
Word Document APIs PRB1971900	If a document has modified content controls with track changes turned on, document generation fails when Sync Document is performed		Do the required template setup. Generate an NDA request. Download the first version of the contract document generated. Turn on the track changes mode. Modify the content control like start date/company legal name. Save it. Create a new revision with this new document. Modify the same field (start date/ company legal name) in CMR. Select sync document. See that sync metadata and signatories fails with error: 'class org.docx4j.wml.RunIns cannot be cast to class org.docx4j.wml.ContentAccessor (org.docx4j.wml.RunIns and org.docx4j.wml.ContentAccessor are in unnamed module of loader...).
Work Order Management PRB1926871	When the task's location and agent doesn't have a timezone, the system timezone should be used	This would keep the Dispatcher Workspace behavior in sync with platform behavior. All places across the platform use the system timezone whenever there is no explicit timezone specified on the location record or agent record.	Make sure the dispatcher is in the US/Eastern timezone. Make sure the system is in the US/Pacific timezone. As the dispatcher, view agents and tasks on DWS. Observe that the US/Eastern timezone is seen if the agent/task doesn't have a timezone. If the user opens that record on workspace or platform view, the default timezone is shown as US/Pacific, honoring the system timezone.
Work Order Management PRB1975195	Skipped business rule issues during Schedule Optimization (SO) updates	Business rules are skipped or not skipped incorrectly during/after SO due to edge cases not being handled in the current logic to evaluate if SO is making the update, and due to workflows being turned off when locked tasks are updated.
Zero Trust Access PRB1976242	There's a security constraints access prevention issue after enabling zero trust access when opening a VTB dashboard		Provision an instance with the 'Zero trust access' plugin installed. Enable the ZTA property (glide.authenticate. session_access. enabled). Navigate to vtb_board.list. Open any dashboard having a condition with a date-time filter. Select Show board under related links. Expected behavior: The VTB board should load and the session should remain with the roles the user is entitled for that session. Actual behavior: Users observed a security constraints access 403 error for any subsequent action.
Zing Text Indexing and Search Engine PRB1972145	The query is slow from the TS Index Stats job from the getTableList method	The 'TS Index Stats' job executes some code to get a list of extension tables to index for a given base table. To do this, it executes an expensive aggregate query against the base table, grouping by the sys_class_name field. This doesn't scale well and can cause queries to run long, which impacts overall database and instance performance.	Navigate to a large CMDB or SYS_IMPORT_SET_ROW table. Run the TS Index Stats job. Expected behavior: The job runs quickly. Actual behavior: The job runs slowly as these extended tables grow in size.

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