Zurich Patch 8

The Zurich Patch 8 release contains important problem fixes.

Zurich Patch 8 was released on April 07, 2026.

• Build date: 04-02-2026_1528
• Build tag: glide-zurich-07-01-2025__patch8-03-20-2026

Important:

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

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

Note:

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

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

Overview

Zurich Patch 8 includes 325 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 8 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 8, refer to KB2925552.

Changes in Zurich Patch 8

SQL API Release Notes

The ServiceNow® SQL API enables RaptorDB Pro users to bring their Business Intelligence (BI) tools to ServiceNow. Users can perform BI analytics on their ServiceNow data without mass data export. SQL API is only available with RaptorDB Pro.

Getting started with ServiceNow SQL API

The ServiceNow SQL API provides data access to your ServiceNow instances through industry-standard ODBC and JDBC drivers, enabling direct connections from Business Intelligence (BI) tools and data analysis platforms.

SQL API architecture

The SQL API architecture demonstrates how the SQL API plugin integrates with the ServiceNow system to provide secure, read-only data access through industry-standard ODBC and JDBC drivers.

Supported SQL functions

Common SQL functions used in SQL API for querying and analyzing incident data.

Configuring SQL API

This section guides you through the complete setup process for the ServiceNow SQL API, covering both instance configuration and driver installation. You will configure your ServiceNow instance to enable SQL API access, set up the necessary security controls, and install the appropriate drivers on your client machine.

Create a Service Account and assign Roles

Create a dedicated non-interactive Service Account in User Administration and assign the appropriate SQL API access role to enable secure, programmatic access for BI tools and analytics platforms.

Create Access Control Lists (ACLs) for SQL API

Configure table-level access control using the egress_sql and read operations to grant Service Accounts query access to specific tables through the SQL API.

Create IP filter criteria

Define which IP addresses or IP ranges are permitted to connect to your ServiceNow instance via the SQL API ODBC/JDBC driver. By default, all incoming IPs are blocked until you configure the SQL API Authentication Policy with an IP filter and policy condition to allow access only from trusted client machines.

Download the SQL API drivers on client machine

Download the ODBC and JDBC drivers from the ServiceNow store to your client machine to enable SQL API connectivity.

Install ServiceNow SQL API ODBC driver on client machine

Install the ServiceNow ODBC driver on your Windows client machine to enable connectivity between your Business Intelligence (BI) tools and ServiceNow data through the SQL API.

Configure ServiceNow SQL API ODBC driver on client machine

Configure connection settings for the installed ODBC driver including server URL and authentication credentials to enable data access from BI tools to your ServiceNow instance.

Test SQL API ODBC driver connection using Interactive SQL

Run the Interactive SQL application for quick verification of connectivity and to test query results without using a full application.

Configure ServiceNow SQL API JDBC driver on client machine

Configure the JDBC driver settings on your client machine to establish a connection to your ServiceNow instance and access data through the SQL API.

Route SQL API calls to Read Replica

You can route SQL API calls to Read Replica to optimize the performance of your ServiceNow instance.

Common use cases for SQL API

The SQL API supports business intelligence reporting, ad-hoc data analysis, and custom report development.

Integrate SQL API Drivers with third-party BI tools

Configure ServiceNow SQL API drivers to connect with third-party business intelligence and database tools for direct data access and analysis.

Connect Power BI Desktop to ODBC driver

Connect Power BI Desktop to your ServiceNow instance using the ODBC driver to access and analyze ServiceNow data. Create dashboards and reports that visualize your ServiceNow data.

Connect DB Visualizer to JDBC driver

Connect the DB Visualizer database tool to your ServiceNow instance using the JDBC driver to query ServiceNow data. Access authorized tables and perform read-only queries on your ServiceNow data to create visualizations, and perform ad-hoc analysis using industry-standard SQL commands.

SQL API reference information

This section provides details about SQL API reference information like minimum requirements, usage limitations, configuration issues, and frequently asked questions.

Minimum requirements and supported software for SQL API

This section lists the minimum supported versions for ServiceNow server releases, client drivers (ODBC and JDBC), and Java Development Kit required for SQL API.

Usage Limitations for SQL API

The SQL API imposes rate limits to ensure system stability and performance when querying ServiceNow data through ODBC and JDBC drivers.

Define a REST API schema

The following procedure describes the process for manual schema definition. For details about automatically generating request schema definitions in non-production instances, see .

Automatically generate API request definitions

Use sample requests made to an API resource to generate request header associations, query parameter associations, and a request schema for that resource.

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
AI Agents (Glide Family) PRB1994390	After a Zurich upgrade, hundreds of thousands of log entries are generated by CacheInvalidationEventHandler	The message is 'No endpoints available for cache invalidation'. The source is com.glide.ui.ServletErrorListener.
Discovery Probes and Sensors PRB1960340 KB2611107	Discovery's MID Server script files for Application Dependency Mapping are deleted during clones	The MID Server script file (ecc_agent_script_file) records have attachments. These attachments may go missing after the instance is cloned, breaking Discovery probes. To retain the attachments of base instance code-related records in clones, the table_name in the sys_attachment table must be prefixed with ZZ_YY. Discovery's names don't have that prefix, so the attachments may not be copied depending on the preserver/exclude settings for the clone.	Refer to the listed KB article for details.
MID Server PRB1969766 KB2664275	Missing MIDLogFileHandler MID Server properties cause MID servers to go into an infinite loop of restarting during start up	MID Servers repeatedly come up and then go back down for a few seconds before the MID Server comes back up again. This loop repeats continuously if certain MID Server Properties are missing from the ecc_agent_property table on the instance.
UI Form Administration PRB1998771 KB2898934	Installing the com.glide.ai_record_activity plugin doesn't create the sys_ai_record_activity table, causing NullPointerException errors	The user observes errors getting records for sys_ai_record_activity: java.lang.NullPointerException.	Install the GenAI Q4 feature or upgrade an existing instance. Ensure the plugin com.glide.ai_record_activity is installed. Observe the system logs or error output about an error getting a record for sys_ai_record_activity: java.lang.NullPointerException.
UX Framework PRB2002003 KB2901692	Stuck semaphore due to the call GlideUxInteroperableRoutesProvider.getInteroperableRoutesByIds()		Refer to the listed KB article for details.
Virtual Agent PRB1999010 KB2817637	Time Out abandoned Virtual Agent (VA) conversation scheduled job closes the conversation in the middle	'Time out Abandoned VA conversation' should not close the conversation if idle time out is not completed.	Refer to the listed KB article for details.

All other fixes

Problem	Short description	Description	Steps to reproduce
Access Control PRB1981898	Need properties for better control of the scope where a security attribute script gets evaluated
Activity Stream Compose Component PRB1981047	The Save as draft button is not aligned with 'Send email'	The 'Save as draft' and Send email buttons in the workspace email composer in Zurich are not aligned. All action buttons, including Save as Draft, should have the same dimensions (height, width, padding, and font size) to maintain a consistent and aligned user interface.
Activity Stream PRB1936699	The activity stream flickers when the work notes are in modless view
Activity Stream PRB1996382	When setting glide.ui.escape_text to 'false', forms break		Open any Zurich instance. Upload the sys_properties file for glide.ui.escape_text. Run a /cache.do. Load any relevant record, such as 'Incident'. Expected behavior: The record should load normally with the glide.ui.escape_text sys_property activated. Actual behavior: A blank screen with a basic message at the top will call out the ampersand issue.
Activity Stream PRB1998124	Activity stream citations cause an increased page load time		Navigate to an instance. Open Service Operations Workspace. Open any incident record with a large amount of activity stream entries (~2000 entries). Open the browser's dev tools window. Select the 'Performance' tab. Select the Record and reload button. Expected behavior: The page load time shouldn't be affected by CitationHighlightBehavior.js and require less time. Actual behavior: The page takes about 6 seconds or more to fully load, and the 'Performance' tab displays that it is due to CitationHighlightBehavior.js.
Advanced Work Assignment PRB1932373	'Block relationship autocreation' business rule logic was not fixed correctly	Business rule 'Block relationship autocreation' needs to be corrected by AWA engineering and there is no general javascripting issue in relation to GlideRecord.operation() masking the table's operation field.
Advanced Work Assignment PRB1964847	In domain separated instances, the user is unable to update Agent Chat setting for user domains	When agents using windows machines lock their systems (in low power mode), there are cases where the presenceworker heartbeat graphql call is sent from client even after the awa/work_item/agent_sys_id amb subscription is broken. In this case, the agent is never put to offline because of the heartbeat updates but the incoming work item card does not get rendered in Agent's workspace as AMB is disconnected.
Advanced Work Assignment PRB1990260	The CreateSegment Scriptable API throws error when invoked from different scope that is not global	The error 'No implementations found for extension point: interactionSegment' is thrown.	Log in to the instance. Install Customer Service Management demo data. Notice two records in sys_extension_instance with the point ''global.InteractionSegment'' (openframe). Create an interaction and respective phone log record. Link the phone log record to the interaction by creating interaction related record. Run this createSegment Wrap Up Scriptable API from 'Scripts - Background' from any other scope (sn_openframe) Expected behavior: A wrap up segment with a segment record is created, and works if run from global scope. Actual behavior: An error is thrown, 'No implementations found for extension point: interactionSegment.'
Agent Chat PRB1970805	After transferring the chat to another queue, the previous agent is still able to send chats on the transferred interaction	After transferring the chat to another queue the previous agent is still able to send chats on the transferred interaction when the Polaris is off (U16) after upgrade to Zurich
Agent Chat PRB1993857	Agent chat inbox notifications appear in HTML	The incident card on the agent chat appears as HTML on a desktop notification.
Agent Chat PRB1997855	Upgrade the i18n library to support the BCP-47 variant	The replacement library should support the broad specification requirements set out in IANA BCP-47, which include language, script and territory codes. This is a large file, so the library chosen may opt to contain a smaller subset.	Have Dynamic Translation set up on Agent Chat. Start a conversation with language 'fq'. Expected behavior: On the agent side, observe a message 'Message will be automatically translated from Canadian French'. Actual behavior: The language isn't displayed at all, or in some cases, the region code isn't correctly handled.
Agent Chat PRB2004301	AI agent prioritization is not functioning correctly when the 'Include AI Agents' option is enabled		Install glide.awa and nowassist-ai-agents plugins on a Z or A instance. Enable 'Include AI Agents' for a assignment rule which has both AI agent and manual agents. Start a incident. Observe that incident is not assigned to an AI agent as preference even though it is available.
AI Agents (Glide Family) PRB2000110	Add post processor logic to get cardData info for FA based genAISkill execution	This is a product update.
AI Agents (Glide Family) PRB2001595	Add support for web automation and desktop automation tools
AI Agents (Glide Family) PRB2002014	Data to glide from offglide is not logged with the actual user	When the user makes a set cache call to glide from offglide, they observe that any record updated or created does not have an actual user in the created_by or updated_by field.
AI Agents (Glide Family) PRB2002151	Role masking is not applied for AI agents when run through A2A	The issue is reproducible only with A2A secondary flow sync mode.
AI Agents (Glide Family) PRB2003366	Data to glide from offglide is not logged with the actual user	Add Impersonate role to NextWave Service User to impersonate the actual call for glide backed set operations.
AI Agents (Glide Family) PRB2004770	worker_manager should be able to create/update AI User records	This is a product update.
AI Experience Framework - Glide PRB1986457	The icon color on notifications uses a hardcoded hash value
AI Experience Framework - Glide PRB1994093	'Mark all as read' isn't working due to GlideRecordSecure and updateMultiple methods being used		Trigger notifications to any non-admin user. Log in. Navigate to a portal. Open a notification tray. Select Mark all as read. Notice that it's not marking as read in the background.
AI Experience Framework - Glide PRB2004228	The org chart does not work in track/swarm		Type 'Who is Abel Tuter'. Select the View button on the People card to open the org chart. Notice that the Org chart does not load.
AI Experience Framework - Glide PRB2004901	Users can create widgets and AIX tables should be locked to users with elevated privileges
AI Experience Framework - Glide PRB2004904	sys_ux_widget cache config does not provide translated templates	UX widget configs does not provide translated templates, results in missing translations for all widgets.
AI Experience Framework - Glide PRB2005902	Instance is missing sys_service record for aiux-kit service discovery		As an admin, navigate to /sys_service_list.do or Navigate to /xmlstats.do?include=services_status. Look for a service record named: aiux-kit. Expected behavior: Instance should have an aiux-kit sys_service record to be discovered by ADC. Actual behavior: Notice a missing sys_service record.
AI Search (Glide) PRB1990639	Late binding API check doesn't work for child tables	The log contains entries like '[ais] AclFilterGenerator: Exception during converting ACL for table kb_template_faq, use late-binding'.	In ais_datasource, set 'force_late_binding' for KB to true. Make sure KB plugins are installed to get child tables. Run search using a profile that has KB as the search source. Observe that the log contains entries like '[ais] AclFilterGenerator: Exception during converting ACL for table kb_template_faq, use late-binding'. When the user sets force_late_binding to true, the KB and its child table ACLs should not be translated to filters.
AI Search (Glide) PRB1996321	An AI Search dynamic filter makes two calls (one extra call) when filters are applied, and in the second call, additionalContext is null and doesn't return correct counts on preprocessing	When filters are set to the empty array, the additional call doesn't happen and it works as expected. The issue happens when filters are set.	Implement AISDynamicFilter preprocessing. Make an AI Search call by setting filters and passing additional context. Observe that an additional call is happening per search source. For the second call, the additionalContext value is null even though the additionalContext is passed as parameter to AI Search API call. If filters aren't applied, then the additional call doesn't happen. It happens when filters are applied and additionalContext is null when it should not be.
AI Search PRB1796676	Users can't create custom AI Search matchers on an indexed column with an aliased column name	It's not allowed by the business rule 'Verify index for exact match field'.
AI Search PRB1823355 KB2301356	When there is no scope or global for a scoped admin scoped app, an invalidate query is sent	AI Search doesn't work as expected and returns no results when searched with any query. On search preview, the message 'An error occurred. Check the logs for more details and contact Support if this issues continues' pops up before the query can even be triggered.	Refer to the listed KB article for details.
AI Search PRB1841579	sn-search-combobox-desktop's use of createGraphQLEffect dispatches errorActionType due to a 401 error for public GraphQL endpoints	The batch request fails due to 401 even though the GraphQL request in the batch was actually successful.	Set the Service Portal home page to public. Set the Typeahead Search widget to public. Open Service Portal without logging in. Open Developer Tools. Select the Search Box. Observe in Seismic Dev Tools that the batch request failed due to 401. Then, observe in the Network tab that the GraphQL request in the batch was actually successful.
AI Search UX PRB1994511	Label in header-section__identifier-container does not reflow	The labels in div class 'header-section__identifier-container' are truncated at 200% and 400%.	Open a base instance with AI Search. Navigate to /sp?id=search and search for something that will return results (for example, email, device). Set window size to 1280x1024. Zoom in to 200% and 400%. Expected behavior: Content is not cut off at 200% and 400% zoom Actual behavior: Content is cut off at 200% and 400% zoom
AI Search UX PRB2007702	Ask a follow up handoff	This is a product update.
Analytics Data API PRB1986630	Domain isn't included while generating a key for the indicator data source	Visualizations that use the Analytics Cache currently omit the global key when generating cache entries. As a result, a visualization may behave inconsistently across domains, depending on which domain created the cache entry first.
Analytics Data API PRB1998034	Single score data visualization ignores the 'Apply time series to result' indicator configuration	Starting in the Zurich release, the Single Score Data Visualization with AVG (or SUM) aggregation does not respect the 'Apply time series to result' configuration on Formula Indicators. When this option is unchecked, the Single Score continues to display the time-series-based result instead of updating accordingly.
Analytics Export API PRB1995410 KB2810683	On demand list visualization export to .xlsx	An issue has been identified where on‑demand exports of list data visualizations intended for XLSX format are instead exported as XLS files in the Zurich environment. This behavior differs from the Yokohama environment, which previously exported successfully in XLSX format.	Refer to the listed KB article for details.
Analytics Hub PRB1930155	Comments created date inside a widget display the wrong created date	Comments created date inside a widget are displaying a wrong created date
Application Manager PRB1971790 KB2827137	The size of the cache string is over 33.55MB, the GAAA response is too large to save as attachment.	Post-release of killing entitlements, the large get_all_available_apps (GAAA) response is breaking the checkAvailableUpdates call in the UpdateChecker. Until the get_all_available_apps response size is reduced below the ~32MiB limit, the App Manager will continue to have cache issues.	Refer to the listed KB article for details.
Application Manager PRB1992835 KB2804238	A deprecated Classic App Manager URL causes issues on some instances	Users have access to the Classic App Manager by navigating to the URI '/$allappsmgmt.do'. When they switched to new app manager later, and load the 'My company applications' page, that can corrupt the App Manager checksum cache, which causes the manual sync to fail.
Application Rationalization PRB1990444	The Update Hierarchies button shuffles the hierarchy randomly for sub-capabilities	In the Enterprise Architecture Workspace (EAW), the Update Hierarchies button shuffles the hierarchy randomly for sub-capabilities when it updates for the first time.	Navigate to EAW > Business portfolio. Create a sub-capability for some parent capability. Add a few sub-capabilities (with names like Test 1, Test 2, Test 3, etc.). Notice that the capability is added to the bottom. Select Update Hierarchies. Refresh the page. Notice that the order of capabilities changed randomly. Delete the current sub-capabilities. Complete steps 2-5 again (add capabilities with the same names and order again). Notice that the order changes again and doesn't follow any logic.
Asset Management PRB1990771	Asset Analyst UI changes	This is a product update.
Asynchronous Message Bus (AMB) PRB1980367	Collect Essential Logs on AMB Client and Ship to Server	Messaging events on AMB client are not visible to AMB server causing message delayed/missing events not discoverable. Major impact have been observed for AWA related AMB messages.
Attachments to Records PRB1920687	The user can see the New and Edit buttons in attachment attribute table
Attachments to Records PRB1977787	Adding the prefix 'ZZ_YY' hides all references to an attachment in a record	In Yokohama, the behavior for the ZZ_YY Prefix, hides an attachment along the header of a record, but keeps the attachment in the work notes visible. In Zurich, adding the prefix ZZ_YY hides all references to an attachment in a record, including in the work notes. This is occurring on all tables and not just sc_req_item.
Authentication Factors PRB2002405	KBA using external sources	This is a product update.
Authentication Factors PRB2002406	Voice Input for Authentication Parameters (non-KBA)	This is a product update.
Authentication Factors PRB2004737	Zboot errors observed for Australia changes	As part of Australia branching/hardening flow, zboot errors are reported.
Authentication PRB2007236	Agentic workflow execution is stuck at 'Ready' and does not execute
Build Agent (Glide) PRB2002327	Keyword search returns full field content instead of relevant passages, causing excessive token consumption	The keyword search handler returns content fields in their entirety or applies a naive substring from the start of the field. It has no awareness of where query terms actually appear in the text. For large fields (script, xml, template) the relevant matching content is often beyond what is returned and is discarded.
Case and Knowledge Management for HR Service Delivery PRB1995357	New RCAs from Knowledge Center to HR Core to use Open Prompt	Issues are observed when using the Open Prompt in HR Agent Workspace. Users try the Advanced Knowledge editor page in HR Agent Workspace. This page contains Open Prompt, which is interactable and helps create an article using Gen AI. For the Open Prompt to work without any issues, new RCAs are required.	Provision an instance with the Knowledge Recommendation plugin and Article Optimization plugins installed. From the Knowledge Management properties, turn on the ECE. Create an article from the related list of any HR case. There's an RCA from KC to HR core.
Cloud Encryption PRB1980759	Prevent erroneous tampered DARE Properties notification emails from being sent to users	The error message, 'The tampering activities for Cloud Encryption properties have been found' is found in the logs.
Column Level Encryption PRB1990541	Attachment upload defaults to 'None' encryption module in the workspace	Attachment upload defaults to 'None' encryption module in the workspace, where as in Classic View its working as expected.
Condition Builder PRB1918185	Custom defined reference fields no longer return data		Navigate to a UIB page and/or demobook with predicate builder. Use the provided data in the engineering details to set the panelDefinition and metadataCache props. Set the source for predicate builder controller to be `task'. On the condition row select the field Custom Reference Field. Operator should be 'Is'. Select the value editor. Observe that there are no values in the editor.
Condition Builder PRB1949745	In a newer version of the Workflow Studio filter in Yokohama, the radio choice filter that used to display a string field isn't available		Select the filter. Navigate to advanced view. Select a radio field. Observe that the whole field gets disabled.
Configuration Management Database (CMDB) PRB1966768	If an input contains a lifecycle stage and a lifecycle stage status, an IRE CI update is aborted by the 'Validate lifecycle combination' business rule	The Business Rule 'Validate lifecycle combination' which calls the script include LifeCycleUtil aborts CI update with error 'Invalid Life Cycle Stage and Stage Status combination' although the values passed are valid combinations.
Configuration Management Database (CMDB) PRB2000234	The scoped scriptable API to convert an LLM's output from Text 2 Query to QB executable output	This is a product update.
Configuration Management Database (CMDB) PRB2000235	Data structures that allow assembling Query Builder JSON in a script from an LLM response	This is a product update.
Data Archiving to Object Store PRB1999471 KB2820738	otherBlobsInChunkExist includes non-storage fields in coordinate comparison, causing premature S3 object deletion	The Archive Destroy job permanently removes archived records after they've aged past a configured retention period. It encounters a software defect that causes it to get stuck in a loop, repeatedly failing on the same set of records.	Refer to the listed KB article for details.
Database Persistence - Data Access PRB1715251	There's a syntax error when adding a dot-walked column with the type 'fx_currency' to a report	The user observes: Syntax - error or Access Rule Violation detected by database ((conne612968) Unknown column 'task1 .amount' in held list').
Database Persistence - Data Access PRB1932176	OutOfMemoryError when attempting to update the graph with as a parent
Database Persistence - Data Access PRB1942189	Error message doesn't say that adding a WDF table with no primary key isn't allowed	The error message says 'Error: Table named u_df_wdf_without_pk is not allowed in graph schema.' The user may not know that WDF with primary key is a qualification to be considered in KG.	Create a data fabric table with no primary key. Try to create a knowledge graph with that data fabric table. Expected behavior: An error message says that WDF tables with no primary key aren't allowed on the graph. Actual behavior: The error message says 'Error: Table named u_df_wdf_without_pk is not allowed in graph schema.' The user may not know that WDF with primary key is a qualification to be considered in KG.
Database Persistence - Data Access PRB1960791	Incorrect cypher results for the union of two different nodes with the same return fields using GlideRecordDynamic
Database Persistence - Data Access PRB1967640	Clean up the dangling temp table	dbi.truncateTable() which was fixed by PRB1820374, but created a dangling temp table without cleaning up.
Database Persistence - Data Access PRB1978835	MariaDB Glide instant alter statements are stuck in 'wait for metadata lock' that can cause database lock and semaphore exhaustion		Have a 2-hour long query running on the task table. Try to create an index on the task table via the UI. Try to do any query on the task table 4. Notice that query is stuck and state is "Waiting for table metadata lock". Repeat step #3 until database connections are exhausted or some other systemic bottleneck occurs. The lock will release after 2 minutes but will wait for a little while and then try again, creating another potential 2-minute impact.
Database Persistence - Data Access PRB1988680	While initializing a RecordHierarchy, path update events should not be recorded for processing	This is a product update.
Database Persistence - Data Access PRB1989461	Attempts to reconcile a RH in pending_create or pending_initialize states should repost those events	A hierarchy can get stuck in a PENDING_CREATE or PENDING_INITIALIZE state due to a lost, failed or missing event to allow them to progress to the next state. Attempts to reconcile the hierarchies are also ignored because the user can't reconcile un-initialized hierarchies.
Database Persistence - Data Access PRB1995281 KB2800274	Instant alter on a large table times out after 3 minutes and enters an infinite DDL retry loop, and is an upgrade blocker	On MariaDB instances, upgrades to Australia fail to finish. They get stuck in a retry loop when a single alter operation takes longer than 3 minutes.	Refer to the listed KB article for details.
Database Persistence - Data Access PRB1998050	Glide-side changes for label population in picker tables
Database Persistence - Data Scale PRB1975852	MetricStatsCache causes the application node to run OutOfMemory	QueryMetricStatsListener has a cache limit of 10K entries (from AbstractMetricStatsListener), but as each entry contains a query which can be up to 2MB (hardcode limit), the user can easily spike the memory usage and run the node OOM.
Database Persistence - Graph PRB1997411	The 'C2R Paginated' API fails for aggregated queries
Database Persistence - Graph PRB1998627	Return empty backing info rather than 'null' if there's no key for a select item	When a selectitem isn't mapped to a specific table/key, produce empty 'complex' backing info rather than 'null'. Null is reserved for a return if the select item doesn't exist.
Database Persistence - Graph PRB1999021	Always use a table rather than its parent when injecting keys	When doing injections, it uses the primary key value, which is present in all the tables that make up a TPC class, but it may or may not include parents based on the select items/where clause. It's best to use the sys_id in the child class.
Database Persistence PRB1965515	Minimize the impact of connection pool expansion throttling on scheduler jobs
Database Persistence PRB1971863	Transaction canceled: 'Failed to get database connection due to exhaustion of connection pool on the node'	A spike in requests can produce a demand exceeding pool max capacity. Some connections are created, but the process is slow, causing various race conditions and delays and eventually causing a timeout in one operation.
Database Persistence PRB1992095	There's an error in the cypher2ResultsPaginated API	There's an error executing cypher: 'FAILED TRYING TO EXECUTE ON CONNECTION Syntax Error or Access Rule Violation detected by database ((conn=103967) Unknown column 'sys_user0.sys_id' in 'order clause')'.
Data Fabric Table Glide Services PRB1997363	Sys_ fields are silently dropped when importing a table from a local instance
Data Privacy (Classic) PRB1940538	Clone job depends on the 'dp_rta_ner_request' table running successfully
Data Privacy (Classic) PRB1960061	Keywords in data pattern causes false positive discovery		Open the base instance data pattern 'Age' Select the Test data pattern UI action. Set Keyword to 'age' and Keyword proximity to 30. Test the input 'The agent 13 is called to summarize the incident'. Notice that the pattern is discovered.
Declarative Actions PRB1995366	AI gradient support in Declarative Actions (DA) and UI actions in Workspace and Core UI	This is a product update.
Discovery PRB1927385 KB2428127	New counting mechanism doesn't track probes using cache	Discovery hangs when enabling a probe cache via 'glide.discovery.use_probe_results_cache'	Refer to the listed KB article for details.
Discovery PRB1933785	A Cloud Discovery schedule incorrectly maps all related service accounts even when the 'Discover all Related accounts' toggle is unchecked	When creating a Cloud Discovery schedule for a project and unchecking the 'Discover all Related accounts listed below' toggle, the schedule still maps to all service accounts under that folder level. This behavior is intermittent and has been reproduced on multiple environments. The UI script logic doesn't correctly handle timing between setAllSubAccSelected and getSubAccountsOfMasterAccount. As a result, subAccountsList is reset incorrectly, leading to unintended account mappings.
Discovery PRB1937999	Discovery schedule should support discovery of IPAM IPs and subnets	Currently Discovery Schedule only supports discovery IP address lists, IP Ranges and subnets configured in associated discovery_range and discovery_range_item_ip tables. This limits the ability to support integration of IPs from other sources such as IPAM.
Discovery PRB1938058 KB2756546	Slow query from status count optimizer impacting Parallel launching of cloud app patterns
Discovery PRB1956992	Discovery logs display an error when ci_sys_id doesn't exist or the value of OS field/column is NULL: 'TypeError: Cannot convert null to an object'	Discovery reports an error: 'Sensor error when processing Linux - Installed Software: TypeError: Cannot convert null to an object.' The error occurs because the 'Linux - Installed Software' probe is running on a Unix cluster.
Discovery PRB1996875 KB2801169	Cloud Infra Patterns are launched per datacenter, impacting GCP Discovery Schedules	GCP Discovery schedules take significantly longer to complete because the system launches one pattern execution per datacenter instead of one pattern per service account containing all datacenters. This results in a significant increase in probe executions.	Refer to the listed KB article for details.
Email Notifications PRB2002403	Extend the 'NotificationsEmailAgentsUtils' global script include with methods for notification, template, and layout creation	This is a product update.
Embedded Help PRB2006009	Unable to start Dynamic Guidance	Dynamic guidance wouldn't start and gives the following error alert: 'Dynamic Guidance is unavailable at this time. Ask your admin to check if the skill is active before trying again.'
Employee Taxonomy Framework PRB1965678	The Taxonomy Selector should escape values from API before passing into the now-content-tree component	The HTML entity '&' is incorrectly displayed.	Create a topic name which include & in its name (for example, Mobiles&Tablets under employee taxonomy). Navigate to All > Catalog builder > Create new catalog item > Continue > IT issues > Use this template. Navigate to Location section > Topics > Edit selected topics. Observe that in the list, instead of '&' it displays the HTML entity '&amp'.
Encryption PRB2000179	glide_encryption.set_value_support_cle.disabled property can be modified by the user	The property can be set to 'true' by an admin user.	Log in as an admin user. Type sys_properties.list. Search for the property glide_encryption.set_value_support_cle.disabled. Expected behavior: The admin user cannot set the property to 'true'. Actual behavior: The admin user can set the property to 'true'.
Encryption Support PRB1992606	Duplicate Attachment EFCs are created for tables	During the upgrade, the autoCLEHealthScan job in the sys_mass_encryption_job table detected unmigrated attachments. As a result, the 'CLE Unmigrated Attachments Health' indicator appears red, and the 'unmigrated_attachment_count' shows a value greater than 0.
Encryption Support PRB1993181	Flow session cloning (PFSessionClone) needs to load all roles, including snc_internal	GlideSecurityManager.get().getRoles() has side-effect of removing snc_internal role when explicit roles plugin is enabled. Using GlideSecurityManager.get().getRoles(true) will prevent this side-effect.
Event Management PRB1923711	Once the maximum size limit for impacted maintenance CIs is reached, the system is unable to re-evaluate them	When ImpactMaintenanceHandler.executeMaintenanceCalculation is triggered and the limit is reached, the maintenance job stops, and the system does not automatically re-evaluate the maintenance impact.
Event Management PRB1990100	EM disable/enable jobs fix scripts unnecessarily manipulate the upgrade_safe value during installation and upgrades	During upgrades within Zurich, some Event Management (EM) jobs can temporarily lose the upgrade_safe flag. This happens because the EM 'before upgrade' fix script may execute unexpectedly. When upgrade_safe is set to false on key EM scheduled jobs (for example, 'Event Management - process events' and related connector/coordinator jobs), those jobs may not run during the upgrade window. This can lead to delayed event processing or backlog while the upgrade is in progress.
Event Management PRB1996008	Sometimes adjacent alerts aren't grouped even if there is a matching definition	The problem happens in Zurich when 1) there are two tag-based definitions (D1 and D2) with the same or very similar filter and grouping conditions, and 2) the definition D1 has a lower order and shorter timeframe window, while the definition D2 has a higher order and wider timeframe window. The problem is that two adjacent alerts fit to both definitions, but they're created with interval that's greater than the timeframe of the definition D1. Instead of being grouped by the definition D2, the alerts remain ungrouped. So the cause of this error is incorrect handling of isolated alerts.
Event Management PRB1997697	Performance Issues with sa_analytics.rca_use_legacy_query = false	When sa_analytics.rca_use_legacy_query is set to false, the application may experience performance issues, including high resource consumption and potential OutOfMemory (OOM) errors. This defect arises from the new query mechanism not handling certain data scenarios efficiently, leading to degraded performance compared to the legacy mechanism.
Experimentation Platform PRB1988332	The 'Experiment' preview is missing for admins	The preview feature is required in the activation workflow. Experiments are opt-in by default, but admins need to review and understand the impact before deciding whether to opt-out. Without preview, admins can't assess what the experiment does, leading to defensive opt-outs and poor adoption.	Navigate to the 'Experiment' page from a bell notification. Notice that there's no option to preview the variants in the experiment.
Field Service Work Configurations (Family) PRB1939816	Assignment groups for new work configurations are empty		Created new service configuration by cloning existing base instance field service configuration. Disabled Qualification and dispatch groups configurations. Created work order template and have set the Work configuration to the new configuration. Created new work plan and it has generated work order and work order tasks. Select an assignment group. Notice that it comes up empty.
Flow Engine PRB1879472	Sub flow context can't be opened after an upgrade to Yokohama	There's a deserialize error when viewing a flow context that has a static value assigned to the subflow output. The error stack can be located in the logs.
Flow Engine PRB1932618	Duplicate updates of a field in an update record action after updating the same record in a custom action using a script	.
Flows (Family Channel) PRB1995799	AI Search semantic search results aren't appearing for a non-admin user with only the flow_designer role
Flows (Family Channel) PRB2002799	AISearch stops working when upgrading to latest Australia release
Form Templates PRB1907844	Reference qualifiers on templates aren't supported on Service Operations Workspace (SOW)	Reference qualifiers on templates aren't supported on SOW. When the user selects the search icon, a pop-up opens.	Navigate to Navigator > Standard Change > All Proposals. Open any active standard change proposal. Navigate to Change Request values. Select the Assigned to or the Service offering field. Select the Search icon. Observe that a pop-up opens.
GRC Platform Plugins PRB1924501	Policies have a page break alignment issue	Policies have a page break alignment issue
Help Center PRB2003374	Integrate sn-help-assistant in the Next Experience app shell	This is a product update.
Help Center PRB2003375	Support dynamic guidance in the Help Centre	This is a product update.
Horizon Component Library PRB2004216	Update now-avatar properties to receive styling for AI avatars for AI Specialists
HR Service Delivery PRB1977488	New column 'interview_summary' to be added in ER interview table and RCAs for summary	This is a product update.
HR Service Delivery PRB2002907	RCA is missing for ZTSD for HR
HTTP Client PRB1986204	The Test UI action on the sys_soap_message_function table causes large table handling query against ecc_queue and causes memory contention	Selecting the Test UI action for a 'SOAP Message Function' [sys_soap_message_function] record that has a 'MID server' specified causes the platform to send a test request to the MID server, and then poll for a response from the ECC queue. The query does not pass a valid value for the filter on the response_to= filter, and so it can bring back hundreds to millions of rows, depending on how many rows are in the ECC queue.
Identity PRB1981341	Include trackable attribute in Machine Identity Console and Scripting Governance Tool's plugin.xml
Inbound API Integration Usage Framework PRB1997896	HttpServletRequest is recycled during long transactions, which causes unhandled exceptions in HttpRequestAttributeAccessor	Long-running SOAP transactions, including ODBC queries, can fail to complete on Zurich instances due to an unhandled error during telemetry collection.	Scenario 1: Attempt to query large datasets using ODBC. Scenario 2: To reproduce using only SOAP, increase the max limit and query 30k+ records in a single request.
Inbound API Integration Usage Framework PRB2000222	Integration Filter used to measure API Access Volumes is not applied to SOAP and JSONv2 requests	Certain internal inbound SOAP & JSONv2 integration API requests count towards a user's data egress (API Access Volume) usage. These APIs are used for ServiceNow products. The user licenses separately or are for supporting internal capabilities and should not be considered data egress.
Incident Management PRB1978573	Error displayed while creating an Interaction in Service Operations Workspace (SOW)		Navigate to Service Operations Workspace. Select Create Interaction. Fill in the required fields. Save the Interaction. Notice that an error banner is displayed stating insufficient access for query_range operation on sys_user.email.
Incident Management PRB1989167	Make SDA role available for all of the users irrespective of ITSM Roles plugin installation	The SDA role is installed only if ITSM Roles plugin is active on the instance, hence there are upgrade users still missing on this role. ITSM has introduced a new AI worker as part of ZTSD uptake and that AI worker uses the SDA role, hence the user must have the SDA role.
Integration Hub PRB1906507	Ability to make asynchronous http request from OpenAPI/Postman	OpenAPI/Postman step DOES NOT support asynchronous http request. As a result, calls going through AI studio/Agents can fail.
Integration Hub PRB1989692	Page details are missing from the execution details for Datastream Actions when run via FlowAPI	The Page Details section is missing and the user is unable to view step-by-step execution data (Pagination Setup, Integration Metadata, Step Configuration, API request/response).
JVM at Scale PRB1967652	Expose microsecond level print of latency to DB into stats/xmlstats for easy bigdata ingestion	This is a product update.
Knowledge Management PRB1995579	True up versions for NAKM, KC, KCUIB and ECE
Knowledge Management PRB2006452	Launch AI Native SKUs	This is a product update.
List Administration PRB1883306	In Service Operation Workspace (SOW), when updating the due date from the list view, the date/time is removed	When the user changes the system property 'glide.sys.date_format' from base to 'dd-MM-yyyy', the field is cleared out when they attempt to change the date. This issue was observed in Yokohama.	Access a Yokohama base instance. Navigate to SOW. Navigate to List menu > Requests > Open Items. In the list view for the Requested Item, add the column 'Due Date'. Change the date/time and apply it. Notice that the date/time should update as expected. Open the system property 'glide.sys.date_format'. Change the value to 'dd-MM-yyyy'. Save the record. Return back to the RITM with the updated due date. Change the date/time to a future date and apply it. The value for the date/time is removed from the list view and on the form level.
List Administration PRB1989782	Inconsistent naming of the three-dot menu on 'My Lists' (Show Options vs. Menu Item Actions)	Inconsistent tooltip naming of the three-dot menu on 'My Lists' (Show Options vs. Menu Item Actions) - Zurich in workspace
List Administration PRB1991341 KB2803013	Unable to update User field / other fields at Certification Task level	In the Certification Task record, under the inline level, the User field or other editable fields are not editable. When attempting to change the value by double‑clicking on the field, the field goes into a loading state and never allows selection of another.	Refer to the listed KB article for details.
List Administration PRB1991370	Presentational list should allow for suppressing Rows Hidden alerts via system property	The 'X rows removed from this list by security constraints' continues to appear to ITIL users even though the system property is set to 'true.'	Set up an ACL that will block ITIL users from seeing some incidents. Impersonate an ITIL user. Open Service Operations Workspace (SOW). Open 'Incidents - All list'. Notice that the 'X rows removed from this list by security constraints' message appears, which is expected. Stop impersonating the ITIL user and return to being an admin user. Create a system property, 'true/false' type with a value of 'true' named 'glide.ui.list.hide_rows_hidden_presentational'. Impersonate the ITIL user again. Open 'Incidents - All list' again. Notice that the message continues to appear. Expected behavior: With the property set to 'true', the message does not appear on the Presentational List. Actual behavior: With the property set to 'true', the security constraints message appears on the Presentational List.
List Administration PRB1997156	List sections under My Lists tab of Workspace do not keep their expand / collapse state	With the 'List Bundle SNC' screen variant, the list sections under the 'My Lists' tab, such as 'Created by me', 'Shared with me' and 'Opened by link', do not keep their expand / collapse state after reloading the browser (or a new browser session) while the list sections under Default list keep their expand / collapse state.
List Administration PRB1997159	Lists created under 'My Lists' of Workspace requires explicitly provide the permission	With 'List Bundle SNC' screen variant enabled in Workspace, lists created under 'My Lists' now requires explicitly provide the permission. In the previous list screen variant 'List SNC', such permission is not required.
List Administration PRB1998065	The 'Share' icon isn't visible after copying a list and sharing it	In the Zurich release, an issue has been identified in My Lists. Lists created using the 'Save a copy' option don't display the 'Share' icon after being shared. The icon only becomes visible after performing a manual page refresh. However, the share action completes successfully and the recipients receive access to the list. This creates a misleading user experience, since the UI doesn't reflect the actual shared state of the list.	Open CSM/FSM Workspace. Navigate to My Lists. Open a list from either 'Created by me' or 'Shared with me'. Select Save a copy. Open the new copy. Share the copied list with a user or group. Expected behavior: After sharing the copied list, the Share icon appears immediately without requiring a page refresh. Actual behavior: After sharing the copied list, the Share icon doesn't appear immediately in the 'My Lists' overview page. It only becomes visible after refreshing/reloading the page.
List Controller PRB1923677	The wrong record count is rendered when Record Count Limit is enabled
List Controller PRB1936225	Grouping doesn't work on a group on a dot-walk field		Create a UIB page. Add a record-list-bundle. Add a dot-walk field to the list and a few other normal fields. Save and preview. In the preview page, try to group on the dot-walk field. Observe that nothing happens.
List Controller PRB1953139	'My Lists' sharing doesn't display all the users in a shared option	In sys_ux_my_list, all 25 users in the shared users but are visible, but in SOW, it show only limited users.
List Editor PRB2001509	Inline list editing popup edit box UI is mispositioned when trying to edit a reference field by double clicking on it	The pop-up edit box UI is mispositioned when trying to edit any inline editable field by double clicking on it on a List Report added to a Dashboard. The dialog box that appears is positioned away from the actual field being edited and has an incorrect format: The cross is not red and the square around the magnifying glass is incomplete.
List Filters PRB1967959	Unable to filter the tags field in the presentation list from CSM/FSM Configurable workspace	When the user selects the tag that has been added, a modal does not populate and the user is unable to select View records with this tag. Instead, the 'tags' column cannot be filtered.	Access the CSM/FSM Configurable Workspace. Notice that the variable with sys_id '0c69dae8cc842210f87799583e1668b2' is loaded to the workspace (order = '-10'). Access the list of any table. Use the condition builder to add the tags field as a condition. Notice that the tags field is not listed for selection. Add the 'tags' column to the list view. Select the added tag. Expected behavior: A modal is populated and the user can select View records with this tag to find matching records. Actual behavior: Nothing happens, and it says the 'tags' column can't be filtered.
Major Incident Management PRB1960650	There's a slow SQL query on multiple instances when executing the 'ContactManagementEngine.java#L210'	.
MetricBase PRB1989962	Metricbase load spikes can cause bursts of server connection errors: 'No threads are available'		Generate a large amount of simultaneous requests to metricbase. Observe the errors that appear, such as 'Connection attempt in progress - no threads are available'.
MID Server PRB1963685 KB2633251	MID Server File Sync doesn't sync attachments when the sys_attachment table name is prefixed with ZZ_YY to prevent clones deleting the attachments	Attachments of MID Server Synched File records, such as MID Server Script File [ecc_agent_script_file] records, aren't synched to the MID Server when the sys_attachment table name is prefixed with ZZ_YY to prevent clones deleting the attachments. The MID Server platform should be expecting not only the actual table name, but also table name prefixed with ZZ_YY when querying the instance for the attachment.	Refer to the listed KB article for details.
MID Server PRB1966095 KB2659568	Auto MID selection causes excessive metrics to accumulate when connection issues occur	The MID server during auto-mid-selection can experience excessive memory allocation and CPU spikes due to agents connecting with network connectivity issues. As part of auto-mid-selection, agents make REST based calls to the MID server querying for the number of connected agents to perform load balancing and honor the maximum number of agents connections allowed. Part of this call will generate a metric instance for tracking which accumulates and can potentially block other thread calls to the MID web server hosting the REST calls. The result is the MID server experiences heavy CPU spikes and excessive memory retention while agents attempt to find the correct MID server to connect with. Coupled with network interruptions, this can result in the MID server running out of memory.
MID Server PRB1971767 KB2678137	Agent Client Collector policies aren't synced to agents after MID restart and agent reconnection	The MID server currently has an issue where the policies and their check instances are not associated for tracking if the config_publish ECC queue message has been processed by the MID server before the offline agents reconnect. The information will be present in the policy tracking mechanism, but the flow that processes the message sent to an agent during keep alive processing will not contain the up-to-date policies and their check instances due to the missing associations.
MID Server PRB2002402	Trace collector epic for Zurich	This is a product update.
Mobile Platform PRB2000325	Cell redirection action fails in Offline Mode after completing a task when multiple conditional buttons share the same cell location	The user observes the error 'Cannot find application content in offline data.'
Multimodal Service (Family Channel) PRB1996320	JWT claims generation updates	The attachment table name is no longer needed since using the sys_mm_result record ID as the claim in the JWT.	Create a record with an attachment on a table configured in glide.platform_mm_service.supported_tables. Observe the results in the sys_mm_result table , and the error message in the 'Error message' column
Natural Language Query (Family Release) PRB1993465	MetadataInvalidationListener creates a NLQ-related tables hashset for every DB action, causing an increase in young object generation and also adding to performance cost	In the hot code path, the isNLQRelatedTables is called and it creates a list first and converts into a hashset for every DB action.
Next Experience Unified Navigation PRB1887581	Selecting a new chat desktop notification doesn't bring focus to the tab that changed
Next Experience Unified Navigation PRB1979347	Interactive view is not launching for the map component even though the event is fired from LBF client
Next Experience Unified Navigation PRB1994000	State Persistence not working in Zurich	Although persisted parameters are correctly updated and visible in the URL, they are not restored into state parameters on page load.	Open any list page (/now/sow/list). Apply a filter (state persistence enabled). Refresh the page. Expected behavior: Persisted filter/state values from the URL should be restored and applied on page load. Actual behavior: Notice that the URL contains the persisted parameters. State parameters are not initialized, and filters are lost after refresh.
Next Experience Unified Navigation PRB1998576	Catalog Builder home page is not loading
Now Assist Panel PRB1995707	When using Now Assist sidebar to summarize an incident, formatting for bullet pointed details (for example, LAs and CIs) are formatted improperly in Incident Summarization		Open an instance. Navigate to any summarizable incident record. In the Now Assist sidebar, start a new chat. Enter, 'Summarize this incident.' Expected behavior: It is in a well-formatted summary. Actual behavior: The bulleted item text appears on separate line from bullets.
Now Assist Panel PRB1999491	NAP Platform assistant doesn't have base instance AI native fallback button labels
Now Assist Panel PRB2001558	Script fix to migrate voice input flag from NAA to Agent Studio running even for new users	This is a product update.
Now Code Editor PRB1976964	Create a new MobileCallableScriptIncluded	The scripts in question used to work in Yokohama and stopped working from Z, when window.NOW.SyntaxEditor.sanitizeVarName was added.	Navigate to sys_script_include table. Create a new script include record. Give a name to the script include. Check the 'Mobile callable' checkbox. Expected behavior: A relevant template should be generated in the script field. Actual behavior: The following error is shown 'onChange script error: TypeError: Cannot read properties of null (reading 'NOW') function'.
OneExtend PRB1997461	NowLLMStreamReader.parse() splits on 'data:' inside JSON content, corrupting LLM stream output	NowLLMStreamReader.parse() uses data.split'data:' to split SSE (Server-Sent Events) frames. This splits on all occurrences of the literal 'data:' — including those embedded inside JSON string values in LLM output. When the LLM produces certain content, the split fragments the JSON into unparseable pieces. Jackson silently fails (catches Exception in extractResults), content is lost, and the feature invocation stays stuck in 'processing' with null output.
OneExtend PRB1998199	NAVA gets stuck intermittently		Ensure Response Streaming is enabled. Open NAVA. Enter 'Creator.' Notice that NAVA will get stuck intermittently.
OneExtend PRB1998404	Gen AI usage is not being recorded for one-extend calls with multiple execution requests
OneExtend PRB1998441	Abort duplicate Default Thinking Quota condition default = true is not getting triggered	Notice that the user is able to create multiple records.	Log in to the instance. Navigate to the table sys_gen_ai_model_thinking_quota_config table. Insert the record with same details generative AI module and generative AI thinking quota configuration with a default value. Notice that the user is able to create multiple records.
OneExtend PRB1999920	BuilderEntityCache uses 100+ MB in Australia on Now Support, and it is mostly duplicate data due to domain keys	The cache is using a key based on the domain, so if 100 users load the same thing it will end up with 100 of the same entries in the cache. But it does not consider that all of the domains are actually using the same object.
OneExtend PRB2002764	KAA policy changes for supporting wrapped token	Scripted rest endpoints need to support BFF wrapped tokens.
OneExtend PRB2003281	Install log sync service only if com.glide.cs.genai is installed
OneExtend PRB2004072	Mosaic execution path needs to be handled via off-glide property
OneExtend PRB2004938	Metadata changes to support Data Separation	Mosaic currently doesn't send the domain hierarchy to mosaic as a part of the metadata sync.
OneExtend PRB2008013	Log Sync Service isn't activated if sys_service_endpoint business rules and AI Native Chat Experience activation events are missed
Performance Analytics PRB2000268	The wrong formula score is shown when filtered on multiple elements
Platform Analytics Component API PRB1980521	Dashboard Filters are not applied for Scriptable Multivis
Platform Analytics Dashboard API PRB1843154	Not able to save a dashboard after editing
Platform Analytics Dashboard API PRB1970352	Not enforcing the ACL in DataManagerService.getWidgetProps	ACLs in DataManagerService.getWidgetProps should not be enforced, as the processes are not exposed as part of the API response.
Platform Analytics Dashboard API PRB1983811	Unexpected response format for users without assigned roles	The API should return properly formatted JSON with error code, but instead it returns an invalid format.	Run GetMobileVisualizationIT#verifyAsNoRoleUser. Expected behavior: The API returns properly formatted JSON with error code. Actual behavior: The API returns an invalid format.
Platform Analytics Dashboard API PRB1989067	Remove the info banner on Core UI dashboard overview page	The new 'com.glide.par.coreui.migration_banner.enabled' system property was introduced to configure the appearance of the migration banner.	Set the system property com.glide.par.unified_analytics.enabled to false. Navigate to the CoreUI dashboard overview page: $pa_dashboards_overview.do. Observe that the following info banner is displayed: 'If you can't find the dashboard you're looking for, try the Platform Analytics library. Visit Platform Analytics experience.'
Platform Analytics Dashboard API PRB1989343	After a Glide upgrade, dashboard HTML rich text widgets are missing spaces that originally separate the boldfaced text
Platform Analytics Dashboard API PRB2000628	DashboardWidgetDao.update() does not persist widget_props field	When updating a dashboard widget record via DashboardWidgetDao.update(), the widget_props field is not written to the par_dashboard_widget table. The create() method correctly calls gr.setValue(WIDGET_PROPS, widget.getWidgetProps()), but the update() method is missing this call. This causes widget-level property overrides (for example, followFilters, header color, header title) to be saved on initial widget creation but silently lost on any subsequent dashboard save.
Platform Analytics Dashboard API PRB2002612	Filters should expose new filter custom ID field
Platform Analytics Migration API PRB1982635	Support for report_group and report_global roles to edit visualizations	This is a product update.
Playbooks (Family Channel) PRB1984620	Loading of sys_pd_process_definition_c5142dddff37e21082a8ffffffffff2d taking two hours	This issue occurs when upgrading Yokohama and Zurich.
Playbooks (Family Channel) PRB1991515	After a restart, the stage is still displayed even when the conditions aren't met	Remnants from the previous playbook lanes remain visible, although they appear in a 'PENDING' state. However, those lanes are reached, they update correctly.	Navigate to Configurable Workspace > Lists > AGR Connections > All. Create a record with subcategory 'WebEDI'. Proceed with Playbook. When asked for 'Fast Follower', select True. Proceed with Playbook until 'Packaging Data Exchange' (lane 7) is reached. Perform the complete Playbook restart. Proceed with Playbook to 'Validate Connection Type' (activity 1.4) activity. Change the subcategory to 'ClassicEDI'. When asked for Fast Follower, select False and proceed. Proceed with Playbook until 'Testing' (lane 9) is reached. Perform the complete Playbook restart again. Proceed with Playbook to 'Validate Connection Type' activity. Change the subcategory to 'WebEDI'.13. When asked for Fast Follower, select False and proceed. Observe that the 'Fast follower' phase is initiated even if the fast follower is not marked, which isn't correct. Also, observe that even if the subcategory is 'WebEDI' now, the phases / activities for 'ClassicEDI' are still initiated, which isn't correct. Expected behavior: If fast follower is set to true, then WebEDI and ClassicEDI don't appear on the playbook. If fast follower is set to false, then WebEDI or ClassicEDI appear on the playbook. Actual behavior: If fast follower is set to true, WebEDI and ClassicEDI appear on the playbook. If fast follower is set to false, then fast follower, WebEDI, and ClassicEDI appear on the playbook.
Playbooks (Family Channel) PRB2002088	The Locals field is missing the Enable AI agent field	The Locals field on activity context is missing the enable_ai_agent field.
Process Mining Workspace PRB1923112	An alert with a message is shown intermittently while generating highlights	The alert message reads, 'Finding Highlights - Click on the investigate drop-down list to view the results'.
Process Mining Workspace PRB1933943	Issues with multiple OR conditions	In Yokohama, the user observes an error message reading: 'An error occurred: Exception encountered processing path: /GlidePromin_Query/scheduleModel - Relation between advanced transitions cannot be empty or NONE'. In Zurich and Australia, no error message is thrown and ST is also not created.
Process Mining Workspace PRB1974124	An analyst user is not able to edit Configurable values of automated findings	The user notices an alert message even though fields are shown with default values.	Create a new project from the Process Projects page. On the 'Set improvement opportunities' page, create a new automated finding. On the Configure screen, update the default values and select Save and exit. Select the same finding and navigate to the Configure page. Observe that updated values are not saved and the user still sees the default values. Remove the exiting values (Keep the field empty and select Save and exit). Select the same finding and navigate to Configure page. Notice the error alert 'The above mandatory field is invalid or not filled in' is still displayed even though fields are shown with default values.
Process Mining Workspace PRB1975224	Inconsistent information shown in Transitions Filter panel after triggering compute of Transition Filter condition	When the user selects 'Transitions' and the editor opens, it will return blank.	Create a Transition Filter with any criteria and then select Apply. Select the Transitions link to open the 'Transitions' filters. This time, the user will see the information used when the filter in step 1 was created. Close the Transitions filter. Select the Transitions link to open the 'Transitions' filters. Notice that the filter is empty (and not populated as it was in step 2). Future times the user selects 'Transitions' and the editor opens, it will return blank.
Project Management PRB1968463	Ready for Review PWS bottom tray issues
Request Management PRB1992589	Create workflowStageProcessor script includes for getting stages	This is a product update.
Resource Management PRB1973105 KB2757491	Planned costs in demand currency and confirmed/allocated costs in demand currency aren't updated on a resource plan	This issue occurs in the demand currency/project currency view. It only occurs when user isn't populated on the resource assignment.	Refer to the listed KB article for details.
Resource Management PRB1981411	The capacity is not displaying accurately, it appears in the Estimate outside plan section in Capacity Planning	When the user creates a demand and creates assignments for it, and selects Create Project in the demand, it will create project from demand. However, the resource allocation's planning_item field does not update.
Resource Management PRB1981991	The Edit Columns button isn't working in SPM Resource Management workspace	The Edit Columns button isn't working in SPM Resource Management workspace for resource allocation tab for a resource record.
REST API Framework PRB1936861	'Requested URI does not represent any resource' is logged as an error instead of a warning	'Requested URI does not represent any resource' is logged as an error instead of a warning in the system Logs. Errors in the system logs represent issues that must be fixed; however, the 'Requested URI does not represent any resource' message should be displayed as a warning in the system logs because it is an error that has been handled and the user/platform can recover from.
Roles PRB1888313	Time-limited role access is assigned if a user has more than one request in the future	Access should work as expected for users with multiple time-limited user role records, with assigning and revoking working as expected.
Roles PRB1973601	Potential load lot of future time limited roles, which may increase memory footprint		Create time limited role window for 'admin' role for future start and end time, assign it to abel.tuter. Log in as abel.tuter. Even though all future time limited roles are not needed now, it will load in heap memory as a result of below PR.
Scripted REST APIs PRB1996583	There's high latency of the REST API scriptable	The existing scriptable methods jsFunction_getDetailedServices and jsFunction_getDetailedServicesWithOAuthPolicy had the withSchemaContent flag hardcoded to true, forcing retrieval of schema information for every API resource, which the MCP team doesn't need in the first step. This fix exposes withSchemaContent as an explicit parameter, letting the caller decide based on their use case.
Scripted REST APIs PRB2000233	Autogenerate OpenAPI specification content	This is a product update.
Search Administration PRB1968215	Elements must only use supported ARIA attributes for the Search catalog field for Service Portal (SP)		Ensure there are multiple requests raised in SP. Launch a base instance. Navigate to Request on the header menu and activate it. Notice that multiple records will be displayed. Choose any request. Open the Request summary. Navigate to Search catalog. Notice that menu items are displayed. Run 'Evinced Flow Analyzer' and AXE devtool. Expected behavior: The ARIA attribute is not allowed as seen in 'aria-selected='false'' and an element's role supports its ARIA attributes. Actual behavior: Elements only use supported ARIA attributes, as seen in the element location: sn-search-combobox,sn-search-combobox-desktop,.-search-popover__item--is-active.
Security Attributes PRB1986784	SecurityAttributeConditionParser resizes hashmap for ConditionResolver.fCustomTermResolvers multiple times contributing to higher CPU	This is showing up in CPU captures form loadsims. It is at least 1% of CPU total usage and may be more.
Service Catalog API PRB1946265	The Service Builder module gives an 'Invalid Request' error after ATF test	When a basic ATF test is run and the service builder module is accessed, it gives an 'invalid request' error on the page.
Service Catalog PRB1975065	Actions and 'Sparkle' icon aren't generated for UI policy and its sub-tabs
Service Catalog PRB1977676	Variables are not wrapping correctly on CSM workspace when question length is large in Single Line Text	Variables are not wrapping correctly on CSM workspace when question length is large in Single Line Text	Open a record that supports variable creation. Open the item record in a new tab. Right-click on the item name on top and select New Variable. Create a variable record with a very long single line text in the question. Save the variable. Check that the variable should be visible on RITM record on backend. Open the RITM record in CSM/FSM workspace and check the variable. Notice that the text is not wrapped and cuts off.
Service Creator PRB1979124	The 'Service Task Processing' flow triggers and sets an assignment differently than a deprecated workflow
ServiceNow IDE (Family Release) PRB1967082	Should allow updating multiple XML files and setting the target update set Id	The current upload processor fails to upload multiple XML files and upload to the desired target update set ID.
ServiceNow IDE (Family Release) PRB1991336	Loader doesn't skip updates if the update matches the instance value	XML ends up in an updateset even though it's unchanged.	Export an XML from an instance. Load the XML again using the FluentXMLLoader. Expected behavior: The XML shouldn't end up in updateset since it's unchanged. Actual behavior: The XML ends up in updateset even though it's unchanged.
ServiceNow IDE (Family Release) PRB1993260	BYOUI source artifacts are serialized as separate records	In order to prevent BYOUI source code from becoming orphaned or lost, they must be tracked together with their corresponding metadata in the same XML payload so that they cannot be inadvertently lost while migrating update sets.
ServiceNow IDE (Family Release) PRB1998945	Migrate an empty hosted plugin	This is a product update.
Session Management PRB1962465	Performance degradation with build 1108
Sidebar (Family Release) PRB1996759	Null check for threadMember is incomplete for CollabMessageDto	The user can send a message but it's greyed out in the chat window until the user refreshes. The last sent message in a collab chat record doesn't update, so the discussion card in the utility menu never updates.
Software Asset Data Import PRB1979790	Fix in-field error messages for SW model and PPN	This is a product update.
Software Asset Data Import PRB1991257	The user can't select a software model if multiple are found for PPN	Selecting Import just reloads the page without automatically selecting a software model, and a software model can't be selected from the field without clearing PPN.	Create a PPN and two software models with details matching that PPN's DMAP. Import an entitlement with that PPN. Observe that an entitlement import error is generated with the reason 'Multiple software models found for the Publisher Part number. Please choose a software model.' Expected behavior: There is handling for this situation, either preventing duplicate software models from being created, picking one of the duplicates during import or after selecting the Import button, or allowing users to select a software model without needing to clear the PPN field. Actual behavior: Selecting Import just reloads the page without automatically selecting a software model, and a software model can't be selected from the field without clearing PPN.
Software Asset Data Import PRB1993170	Pass the auto-incrementor using the unique ID of the table rather than using the contract number	There should be automation for both scenarios: 1. Uploading the docs, finishing the flow, and importing another doc to the same contract. 2. The asset covered from both docs should be part of the same contract.
Software Asset Data Import PRB2001908	Rename the Ignore button to Exclude	This is a product update.
Software Asset Data Import PRB2001911	Update text on the content opt-in page	Software entitlement details are extracted from software contracts using AI. Opt-in to the content service to help improve the prediction for product, publisher, and edition values.
SQL API (Server) PRB1916118	Data volume is coming in negative when it is egressed beyond a certain limit
SQL API (Server) PRB1966904	The user does not see the proper error messages for missing server-side configurations in ODBC client driver
SQL API (Server) PRB1966907	DBSQL Parser changes are not working properly for ODBC/JDBC applications
SQL API (Server) PRB1967359	Include a licensing validation for SQL API queries	This is a product update.
SQL API (Server) PRB1999140	Update the rate limit on SQL calls to 500/hour
SQL API (Server) PRB2003236	Usage tracking for servers for the SQL API	This is a product update.
SQL API (Server) PRB2003237	Enable a Workforce Data Fabric token for SQL API data egress	This is a product update.
SQL API (Server) PRB2003238	Create a unified SQL API plugin for both ODBC and JDBC server plugins	This is a product update.
SQL API (Server) PRB2003239	Enable Discovery for servers for the ODBC API	This is a product update.
Stream Connect Core PRB1998573	Installing the 'ETL Consumer Kafka' plugin shouldn't enable 'Managed Hermes'	This dependency should be broken.	Install the 'ETL Consumer Kafka' plugin. Observe that 'Managed Hermes' is installed.
System Import Sets PRB1935089	Stream blocks jdbc probes from running	A JDBC data source will not start writing to the import set until the JDBC data stream finishes or writes the last attachment to sys_flow_context.	Create a long running JDBC data stream and run it. Try to run a JDBC data source on the same MID. Notice that the JDBC data source will not start writing to the import set until the JDBC data stream finishes or writes the last attachment to sys_flow_context.
Time Card Management PRB1988000 KB2760220	Managers are no longer able to add time cards for their direct reports in the Time Sheet Portal	Managers are no longer able to add time cards for their direct reports and Delegates in the Time Sheet Portal.	Refer to the listed KB article for details.
Trace Collector - Family Release PRB1993246	Traces not captured for agents when tracing is enabled via env variables		Deploy and agent in vertex AI with tracing enabled. Run the agent and generate traces. Expected behavior: The ps should have llm_request and llm_response for calls to LLMs or tool calls. Actual behavior: Both llm_request and llm_response are empty.
Transaction Management PRB1936264	Transactions aren't removed from TransactionManager because an exception is thrown in the http thread before transaction queuing
UI Form Administration PRB1920717	Hyperlinks in annotations on forms are not opening in a new window	Hyperlinks open in the same tab instead of opening in a new tab.	Open a base instance. Open an incident table. Open any incident. Right-click and navigate to Configure > Form builder. Create an annotation with the code. Open the incident in SOW. Under 'Details,' select the link. Expected behavior: It opens the link in a new tab. Actual behavior: It opens the link in the same tab.
UI Form Administration PRB1969026	Deferred Related list can fail the UI page ACL if the script condition checks URL parameters
UI Form Administration PRB1991881	Defect form related lists not rendering correctly when accessed from Approval list	The defect form renders but the Pull Requests tab is missing from the related lists section.
UI Form Administration PRB1993356	The g_form.addModerateMessage() API should display in a purple color both in UI16 and workspace, but displays in an 'AI' color in UI16		In on-load client script, add the line: 'g_form.addModerateMessage('moderate msg')'. Expected behavior: A purple color should be displayed for alerts. Actual behavior: It displays an AI color.
UI Form Administration PRB1993929 KB2908761	RCAs are created with the source as 'sys_ws_operation.do? sys_id=6986d96dff7322102ae8ffffffffff48' for HR apps	An RCA is generated: 'RCA triggered - 'Read operation on table 'sn_doc_html_template' from scope 'Global' was denied. The application 'Document Templates' must declare a Restricted Caller Access privilege. Please contact the application admin to update their access requests'. None should be generated.
UI Form Administration PRB1994242	When 'glide.ui.escape_text' is set to false, forms break
UI Form Administration PRB2003359	Add a presence avatar for an AI specialist	This is a product update.
UI Form Administration PRB2003360	Remove the badge and pop-up modal from the 'Presence' icon	This is a product update.
UI Form Administration PRB2004264	Updates to support AI Specialist and draft note	This is a product update.
UX Framework PRB1942276 KB2661969	When hovering over any workspace tabs (parent or child/secondary), the tooltip stays on screen and doesn't disappear	This is an intermittent issue, but when it occurs the user can't read part of the record.	Refer to the listed KB article for details.
UX Framework PRB1972737	Conditions for displaying page variants don't work for web embeddable components
UX Framework PRB1997499	The sn-canvas-tabs component displays a record preview popover on hover that is inaccessible to screen reader users	In configurable workspaces, there's a top level tab navigation region made up of the sn-canvas-tabs component. Hovering over a record tab in this region with a mouse triggers a popover to display a short preview of key fields on the record, like short description, state, and more. This is crucial information for agents to quickly differentiate between multiple tabs at a glance, but keyboard and screen reader users can't trigger or access the popovers.	Navigate to a configurable workspace, such as Service Operations Workspace. Open at least two records. In the top level navigation tabs, hover over a deselected record tab. Note that a popover appears with a short summary of key fields for the record, such as short description, priority, and state (varies by table). Attempt to navigate record tabs with the screen reader enabled. Expected behavior: When a tab for a record has focus, the preview popover also appears and remains visible. Screen reader users should hear the details in the preview popover announced. Actual behavior:When the user navigates through the tabs, screen reader users report confusion because a record number isn't enough detail for many to remember which tab is which, and they aren't aware they are missing the preview popover details.
UX Framework PRB2006813	Queries are queued on user clones due to OAuth issues
Virtual Agent PRB1916016	The End Conversation action does not end live agent interaction when Post Chat survey is enabled	The interaction and conversation should close once the user responds to the Survey.	Start a conversation with Live Agent using VA API and make sure post chat Survey is enabled with 'Requester Ended' flag. Exchange messages between agent and user. Initiate END_CONVERSATION action from user and Survey will be presented to user. Expected behavior: The interaction must be closed when user ended the conversation and then Survey must be presented to the user. This behavior can be verified from webclient as well. Actual behavior: The interaction is kept open and Survey is presented to the user.
Virtual Agent PRB1960339	The 'Use an AI agent ' action moves to a 'Waiting' state when called inside a flow-logic component	In a use case where calling the agent multiple times in a single subflow/flow using the flow-logic, the agent is initially called, but the second call goes into 'Waiting' state and no other calls go through. In the second call to the same agent (with a different objective), the execution record's state is 'Ready' and the message 'Conversation data is not populated' occurs for the second record. This leads the action to be in 'Waiting' state. The sysevent record is also not created.
Virtual Agent PRB1977219	The max wait time/no agent message isn't rendering hyperlinks in Portal, but it's working in Teams	When a URL is given in the Max wait time message field of the awa_queue table, it returns a selectable hyperlink in Virtual Agent (VA) but working in Teams VA.
Virtual Agent PRB1978979	The session should not get timed out during the execution of topic as a tool when run as an AI User	The user session is getting timed out after uploading the attachment.
Virtual Agent PRB1990179	Language Detection from French to English doesn't show the topic name in English
Virtual Agent PRB1990700	Clean up sys_ui_message for translation/update translation for contextual actions	When the user ends the conversation, the closing conversation message isn't translated to the user language.	Change the user language to anything other than English. In NLU mode, end the conversation. Expected behavior: The closing conversation message is translated to the user language. Actual behavior: The 'hi' contextual action isn't translated to the user language.
Virtual Agent PRB1992132	The Virtual Agent (VA) link menu items are not displayed correctly	In Enhanced chat, VA link menu doesn't show the labels the way it shows on the standard chat. Instead it shows the label as plain text and shows the link below. If the link is longer, it increases the width of the 'Contact support window'. It should only show the label and shouldn't show the link.	Open the Menu items from the branding. Add a long link. Notice that the width of the window increases beyond the chat window, and the label is shown in plain text and the link shows.
Virtual Agent PRB1992728	Request ID missing in mosaic logs for conversation server requests	The request ID is null in mosaic logs.
Virtual Agent PRB1992729	Add preferred skills handling for Open Graph (OG)
Virtual Agent PRB1993335	Chat history shows 'No conversations yet' randomly when navigating back to 'Conversation history' page	Users are unable to access their conversation history after navigating away from the page. Users may believe their conversations are lost, leading to confusion and potential re-creation of conversations.
Virtual Agent PRB1994599	Off Glide code introduced an issue for DTAC when the agent sends a message to the requester	The dynamic translation for messages doesn't work when the agent sends messages to the requester. It throws NPE.
Virtual Agent PRB1996246	Workflow transfer context isn't working on Zurich
Virtual Agent PRB1996750	Sending the incident number for the chat label in the 'History' panel in Now Assist panel (NAP) for ITSM not working	This issue occurs for Zurich.	Start the contextual conversation in agent workspace. Search any text. Observe the chat label in the History panel in NAP does not appear.
Virtual Agent PRB1997012	Do not allow 'backup/fallback' URLs to be used for Glide messages sent to OGCS	The callback_url and pod_ip must be present in the tool execution request, or the Live Agent context, or the session context (for session-related messages back to OGCS).
Virtual Agent PRB1999793	Remove admin role
Virtual Agent PRB2001326	Bot installation throws an error	Admin is redirected to an error page.	Provision an instance with the latest Google Chat plugin (3.0.0) installed. Navigate to CI Admin Settings page for Channels and select Google Chat > Integrate with Now Virtual Agent. Notice that Admin is redirected to an error page.
Virtual Agent PRB2002957	Channel user profile gets NASS instead of bot to bot
Virtual Agent PRB2003145	Add session_key claim to tokens generated for nextwave calls	NW tokens generated by conversation service in current flavor does not have session_key session_key holds the glide session id which connects session-bound tokens with the OBO session routing path in GlideHttpRequestContext, which extracts session_key from the inner token to route requests to the correct user session. The initial token which is used to generate new tokens JWT(NW) will now have this extra claim session_key.
Virtual Agent PRB2003421	When localization is enabled and the agent is triggered in a non-English language through Now Assist VIrtual Agent (NAVA) or Now Assist panel (NAP), the agent fails to execute	A mismatch is caused because AIA uses the untranslated English name.	Enable localization. Start a conversation in NAVA using a non-English language Expected behavior: Agent is executed successfully. Actual behavior: Agent fails to execute because the agent name lookup in AIA always uses the English (untranslated) name for comparison, causing a mismatch when a translated name is returned by the Unified Planner.
Virtual Agent PRB2003443	Sort promoted skills based on order	This is a product update.
Virtual Agent PRB2003672	Unable to send attachment without typing any text		Open NAP. Select the + button next to the input bar. Upload a document. Observe that a voice button is shown.
Virtual Agent PRB2003812	Sonar Test Coverage should be 80% for Data Collector Module
Virtual Agent PRB2004044	vaContext.url is undefined in NextWave		Create a LLM topic. use vaContext.url in the script. Call the LLM topic through the nextWave NAP. Notice that the vaContext.url is undefined.
Virtual Agent PRB2004408	getNearestInternalEndpoint() compares endpoint names instead of URLs for DC proximity, making selection order-dependent	In NextwaveEndpointService.getNearestInternalEndpoint(), the HostnameProximityEstimator compares endpoint names (for example, 'nextwave-fqsn-0', 'nextwave-fqsn-1') instead of endpoint URLs. Since the endpoint names have no datacenter segment, the proximity estimator computes identical distances for all endpoints, and min() simply returns whichever endpoint appears first in stream order — not the one in the same datacenter as the Glide node.
Virtual Agent PRB2004906	After upgrading from Zurich, NAP does not work	An error message appears.
Virtual Agent PRB2005501	Make nextwave client autosuggest debounce configurable	This is a product update.
Virtual Agent PRB2005783	Dynamic Translation doesn't work on topic execution and live agent messages in the nextwave code path due to missing code
Virtual Agent PRB2006256	After upgrading from Zurich, NAP is not working
Virtual Agent PRB2006393	Plan to release the disambiguation feature	This is a product update.
Virtual Agent PRB2006405	CustomControl response should contain the Model field in the payload		Run a custom control response node in Virtual Agent. Navigate to sys_cs_conversation, and search for the custom control payload under Conversation Messages tab. Observe that the payload for the custom control response node does not contain the 'model' property.
Virtual Agent PRB2006856	Serial number when conversation moves across nodes	Virtual Agent gets stuck. New messages are sent but the client doesn't render them until the page is reloaded.
Virtual Agent PRB2007205	Record conversation states with trace all over the place	Cleanup info, debug, and trace levels.
Virtual Agent PRB2008405	Refreshing the page is creating a new conversation	Earlier, on a Now Assit Portal chat, most of the Virtual Agent topics and agent tools that accept file uploads are designed to use the standard pattern: extract media_id from vaInputs.file_picker (media URL) → query sys_cs_media by media_id → get sys_attachment_id → read file. Without sys_cs_media, this lookup fails and the file is inaccessible.
Virtual Agent PRB2008445	Add CSV and TXT formats for DocQNA off-Glide
Virtual Agent PRB2008771	Associate a trace ID to sys_cs_message for easier debuggability		Perform a search on the Next Wave UI. Navigate to sys_cs_message. Fetch the inbound record for the query performed in step 1. Expected behavior: There should be a payload field that contains the trace_id. Actual behavior: There is no field to get the trace_id from.
Virtual Agent Web Client PRB1976753	Messages sent in the new chat are some times getting merged with messages in the previous chat	The new input is merged in the previous conversation.	Start a new chat. Give some input. Start another chat before the response comes in. Give a new input in the new chat. Notice the response from the previous chat sometimes show up in the new chat, and when refreshing the page, it's all in the same conversation, and the new input entered is merged in the previous conversation.
Virtual Agent Web Client PRB1992017	The 'Thank you' text stays in chat even after sending and receiving response	This issue occurs with Now Assist panel (NAP).	Log in to an instance. Open NAP. Enter, 'What is spam' followed by 'Thank you.' Expected behavior: The 'Thank you' text disappears after the message is sent. Actual behavior: The 'Thank you' text stays in the chat even after sending and receiving response. It is also observed that other prompts like 'What is spam' appear in the chat until a response gets generated.
Virtual Agent Web Client PRB1996311	Add the 'fetchDocuments' attribute to be passed in contextData of the session API call request data parameters when switchContextConversation is 'true' and parsed from AIEL
Virtual Agent Web Client PRB1997587	'Start a new chat' from contextual Now Assist panel (NAP) doesn't map the conversation with a record		Open a Service Operations Workspace (SOW) incident record. Launch contextual NAP by setting switchContextConversation on AIEX launcher. Pick a non-active conversation under the 'Incident' tab in the NAP conversation picker. Notice that 'Start a new chat' shows at bottom. Select a conversation. Notice that the conversation opened doesn't get mapped to a record.
Virtual Agent Web Client PRB1999442	The live agent avatar changes when an image is sent
Walk-Up Experience PRB1968746	The 'Explicit role' plugin should be enabled, assigning the snc_internal role to a walkup user which has a conditional script writer role
Window Manager PRB1992484	In window-manager 29.2.12 , resizableBehavior is throwing errors		Provision a Zurich instance. Install AI Data Explorer. Select the Sparkle icon on the Next Experience dashboard. Expected behavior: The pop-up appears. Actual behavior: Nothing happens.
Work Order Management PRB1917452	Travel time and work time validation doesn't prevent the work order tasks from being updated, and the Close incomplete button has unexpected results	Modifying the Actual travel duration to be larger than the time between Actual travel start and Actual work start triggers a business rule to display 'Total travel time must be before actual work start' and abort the change. However the change is not aborted. Moreover, if the change is saved with the button Close incomplete the task status will be updated to 'Closed complete'.
Zero Copy Connector for ERP (Family Channel) PRB2000572	com.glide.erp.core plugin has a namespace 'sn_erp_integration' which creates the conflict for the scope name for the zccforerp app, which is blocking public script includes	com.glide.erp.core plugin has a namespace 'sn_erp_integration' which is creating the conflict for the scope name for zccforerp app which is blocking public script includes
Zero Copy Connectors (Glide) PRB1995609	The Trino REST API throws an exception for tables with long names (> 30 characters), because 'nonce' is generated as the table name	When accessing a Workflow Data Fabric (WDF) table that references a Glide table with a name > 30 characters, the Trino REST api throws an NPE: '2026-02-19 14:52:28 (041) TRINO_REST-thread-37 8ECE056F474F32105679CCA4F16D437A txid=06cec96f474f TimingLogger *** ERROR *** Problem occurred while fetching DB response: Cannot invoke 'java.util.Set.iterator()' because 'sqls' is null java.lang.NullPointerException: Cannot invoke 'java.util.Set.iterator()' because 'sqls' is null'.	Create a Glide table with >30 characters. Create a WDF table with a column that references a column in the Glide table. Open the WDF table and include the reference column in the list view. An error displays on the page.

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 7 Hotfix 1
• Zurich Patch 7
• Zurich Patch 6
• Zurich Patch 5
• Zurich Patch 4 Hotfix 4b
• Zurich Patch 4
• Zurich Patch 3
• Zurich Patch 2
• Zurich Patch 1
• Zurich security and notable fixes
• All other Zurich fixes