Refer to the listed KB article for details.

1. Open an incident in any workspace.
2. Create and send an email.
3. Open the sys_email table, find the e-mail just sent, and edit the user field to contain the sys ID of the sender.
4. Edit the state of the email and change it from 'Send-ready' to 'Sent'.

Expected behavior: When viewed in the activity stream of the original incident, the From field in the email details should contain the user's email address.

Actual behavior: When viewed in the activity stream of the original incident, the From field in the email details contains the user's sysID from the User field in sys_email.

Refer to the listed KB article for details.

1. Navigate to any workspace.
2. Create an incident as any user.

   The first field changes the record. It's created by the user.

3. Log in as or impersonate another user.
4. Change any field on the incident (short_description for example).

   The first field change has been changed to the current user.

5. Refresh the page.

The first field is still changed.

Refer to the listed KB article for details.

1. Log in to any Tokyo instance.
2. In session one, impersonate an agent and make the agent available.
3. In session two, impersonate an end user and navigate to Service Portal.
4. In session one, start Agent Workspace and navigate to 'chat online'.
5. In session two, start a new chat session from Service Portal.
6. Converse back and forth over chat.

Expected behavior: The same date format should be show in both the chat timestamp and the form.

Actual behavior: The chat window date time shows the 12 hour format, but the form shows the 24 hour format.

Refer to the listed KB article for details.

1. Log in to a Tokyo instance.
2. Navigate to HR Agent Workspace.
3. Open sn_hr_core_case.
4. Observe a ribbon.
5. Add dot fields in the 'Ribbon' setting under 'Primary' fields.

Notice that dot fields aren't visible on the ribbon.

1. Log in to any Utah instance.
2. Create a UI policy on the incident table such that when the state is canceled, mark the resolution notes field as mandatory.
3. Test the same configuration on a normal form in Native UI.

Expected behavior: The UI policy should make the resolution notes field mandatory when state is canceled.

Actual behavior: The UI policy doesn't apply on the Workspace UI.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Issue 1: 'Recently viewed' navigation

1. Open the ESC portal.
2. Enter some search input.
3. Email.
4. Select an entry from the 'Recently Viewed' items.

Issue 2: 'Search Suggestion' navigation

1. Open the EVAM definition for the ESC portal.
2. Ensure that there are more than 1 EVAM view configurations for a table with a different order. Each view configuration should have a different declarative action assigned to it.
3. Create only 1 AI Search result action for the table with the declarative action of the EVAM view configuration from step 2 with the least order.
4. Open the ESC portal.
5. Enter a search input.
6. Select a KB or catalog search suggestion result.

Refer to the listed KB article for details.

1. Navigate to plugins.
2. Install Service Builder.

An error displays. If a user changes the view to 'Classic', it's working as expected.

Refer to the listed KB article for details.

1. Turn on Adaptive Authentication.
2. In the MFA context record, don't activate the policy, ensure that the 'Step Up' policy is inactive.
3. With an SSO log in of a test user account, try to log in.
4. Navigate to syslog.list.
5. Add the filter 'Created Today' to see the most recent logs.

Observe the message 'Is MFA setup required as per policy : false' appearing with the source as 'AuthPolicy'.

1. Open an instance with the Washington DC release.
2. In the basicAuth script, add a line var header = this.request.getHeader ('Authorization').

Expected behavior: BasicAuth using correct credentials should work.

Actual behavior: BasicAuth using correct credentials fails.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Activate life-cycle mappings.
2. Navigate to the 'alm_hardware' list.
3. Verify that the install_status is 'Consumed', contradicting the 'Life-cycle Stage/Status' that is correctly displayed in 'Operational/In use'.

1. Create a report on the sys_user table.
2. In the filter, try to add the condition as 'is one of'.

1. Navigate to the sys_report_source table.
2. Set the table to 'Change Request [change_request]'.
3. In the field selector, select a 'List' type field (such as Watch list).
4. Leave the operator as 'Contains', and set the value to 'Abel Tuter'.
5. Save the record.

Expected behavior: The value portion of the 'Conditions' type field shows 'Abel Tuter'.

Actual behavior: The value portion of the 'Conditions' type field briefly flashes the sys_id for the sys_user record of Abel Tuter, before displaying as empty.

1. Log in to the instance as a system admin.
2. Change the scope of the instance to anything other than global.
3. Impersonate a user with a cmdb_query_builder role.
4. Open CMDB Query Builder.
5. Create a query.
6. Save the query.
7. Execute it.

The execution fails with an error.

Refer to the listed KB article for details.

1. Select a CI with lots of relationships (expectation is that it should have hundreds of relationships when counting through 5 levels).
2. Link a CI to a task.

1. Have ~1M records or more in the task_ci table.
2. Install the Incident Service Management plugin/app so that the swapped_ci column is added to the task_ci table.
3. Navigate to a de-duplication task.
4. Click Remediate.

Expected behavior: There should be no slow queries related to the /merge_duplicate//task/cis REST call.

Actual behavior: There's slow queries related to the /merge_duplicate//task/cis REST call.

1. Create a data management policy of the type 'Retire' (or of any type).
2. Ensure that when this policy is created, the 'Needs Review' flag is turned off.
3. Run the scheduled job 'CMDB Data Manager Retire Policy Processor'.

Expected behavior: As the 'Needs Review' flag was set to false, the task should be created with the state 'Work In Progress'.

Actual behavior: The new task is created in an 'Open' state with approval=requested.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Force the tablesizer job on an instance.
2. Observe sys_cache_flush.

Refer to the listed KB article for details.

1. Install the 'Data certification' plugin.
2. Navigate to Data Certification > Tasks > All Tasks.
3. Select any record where the state is one of 'Open', 'Pending', or 'Work in Progress'.
4. Select all open check boxes for each element on the record.
5. Select 'Certify checked elements'.
6. Select the 'Show all records' menu.

Expected behavior: Only one check box checked should be displayed.

Actual behavior: There's two green check boxes for each element on the record.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Open an instance with a large CMDB.
2. Discover a server.

Observe the event processing time for discovery.device.complete.

Refer to the listed KB article for details.

1. Run a discovery of a stacked Cisco network switch.
2. Review the discovery log for the discovery status.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Send more than 500 events with an 'Additional information' size of 600,000 characters.
2. Observe a peak in java memory consumption.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Deactivate the ACL on the field incident.urgency.
2. Create a write ACL for the field incident.urgency.
3. Add the same roles and conditions.
4. Add a script that includes 'current.isNewRecord()": answer = current.isNewRecord();'.
5. Create a template [sys_template] on the 'Incident' table for the user that updates the Urgency field to '2 - Medium'.
6. Impersonate the user.
7. Open Service Operations Workspace.
8. Click + > New Incident.
9. Click Templates on the right sidebar.
10. Select the template created in step 5.

Expected behavior: The template is applied successfully.

Actual behavior: There's an error message: 'Template Not Applied, Set Fields: Unable to update field Urgency'.

1. Create a guided tour on Service Portal.
2. Open any form where Tiny MCE or rich text is present.
3. Create a step on an element where the iFrame has the same origin as the page origin.
4. Preview the tour.
5. Verify the player in a new tab.

Expected behavior: The tour works as created.

Actual behavior: The tour ends when the first step in that page starts.

Refer to the listed KB article for details.

1. Open an existing change_request or incident record.
2. Click the 3 dots (more options) at the top of page.
3. Select 'Email' to open the email client.
4. The body of the email is an HTML field.
5. Cut/Copy to capture some random text to paste into the field.
6. Attempt to right click in a field to paste some content into this field.

There's no option to Cut/Copy/Paste from this field. It is possible to use CTRL+V to paste the content into this field.

Refer to the listed KB article for details.

1. Download an Excel file with the Japanese language in it.
2. Open the Excel file.
3. Log in to an instance.
4. Navigate to System Import Sets > Load Data.
5. Click Create table.
6. Type in a label.
7. Select 'File'.
8. Click Chose File.
9. Navigate to the Excel file downloaded in step 1.
10. Click Submit.
11. Click Load data.
12. Click one of the numbers in the 'Row' column.
13. Confirm that Japanese Kana is added to the Organization name field.

1. Add/update the system property com.glide.attachment.max_size to 10240/10 GB.
2. Verify that the instance doesn't process inbound emails with attachments.

Expected behavior: Attachments with less than 10 GB should be processed.

Actual behavior: All attachments are discarded regardless of size.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Log in to a Utah instance.
2. Create a Self-Service Dashboard and set it up to include a couple of breakdown sources (for example, Reports.Type and Reports.Source Type).
3. Select a few values from the breakdown sources filter that are now available in the dashboard, and click Apply.
4. Upgrade to Vancouver or any later release.
5. Open the dashboard again with the same browser and without clearing any data.
6. Try to use the breakdown source filters.

Observe only check boxes and no values.

Observe the 'Check KMF services' run time.

1. Log in to any Vancouver instance.
2. Navigate to System Applications > Studio.
3. Click Import from Source Control.
4. Use github.com for the URL and any credentials (may need to create a new SSH credential outside of Studio).
5. Stash stash changes.

Expected behavior: Studio successfully decrypts credential and connects.

Actual behavior: Studio fails to decrypt credential with null pointer exception.

1. Activate the 'Knowledge Management Advanced Installer' plugin.
2. Activate 'Knowledge Blocks' [com.snc.knowledge_blocks] plugin.
3. Create a KCS Article [kb_template_kcs_article].
4. Save it while populating only the required fields.
5. Publish the article.
6. Confirm that the kb_issue,kb_cause, kb_kb_environment, and kb_resolution fields are empty.
7. Check out the article.

Expected behavior: The kb_issue,kb_cause, kb_kb_environment, and kb_resolution fields should still be empty.

Actual behavior: The kb_issue,kb_cause, kb_kb_environment, and kb_resolution fields are populated with 'null'.

1. Open an instance.
2. Install the Spanish/French language plugin.
3. Open incident.list.
4. Add the 'Active' column to the list layout.
5. Switch the instance language to Spanish/French.

Expected behavior: The values in the 'Active' column should be translated to Spanish/French.

Actual behavior: The values as 'true' / 'false' instead.

1. Impersonate a user.
2. Create a 'My list' where the priority is either critical or moderate.
3. Save.
4. Click Copy URL to share.
5. On a different browser, log in as an admin.
6. Paste the URL from step 4.
7. Click the 'Filter' icon.
8. Click Restore defaults.

Expected behavior: The list layout should render correctly.

Actual behavior: The list layout is broken.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. In UI Builder, change the rows per page to either 50 or 100.
2. Verify that all the rows display as expected.
3. Refresh the page.

   Notice an error message '21 rows removed from this list by security constraints'.

4. Change the rows per page again to 50 or 100.

All the rows appear as expected again and the error message disappears.

1. Log in.
2. Open any list.
3. Ensure that the list has more than 20 records per page.
4. Select multiple columns.
5. Ensure that the first selected column isn't in the view port.
6. Press Enter.

Expected behavior: The box for updating the columns should appear for editing.

Actual behavior: The box doesn't appear on the view port to edit the columns.

1. Navigate to the task list view.
2. Add the Order field to the list view.
3. Click the magnifying glass next to the list mechanic to display the column search box.
4. Enter '100'.

   No results are returned.

5. Repeat steps 3 and 4 with '*100'.

   No results are returned.

6. Try '=100'.

   The correct records are returned.

1. Access either a Utah or Vancouver instance.
2. Open the 'Incident Overview' dashboard.
3. Select the + icon, which represents 'Add Widgets.'
4. Scroll down and edit the 'Incidents per week' widget.
5. In the sidebar, select Type.
6. Scroll down to the 'Other' section and select the 'List' type.
7. Save your changes.
8. On the dashboard, drag and drop the 'Incidents per week' widget to the top position.
9. Scroll down within the widget to ensure the first 5-10 incidents are not visible.
10. List-edit the first cell in the list.

Notice that the list editor does not appear on the visible page, making it impossible to change the field.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Configure a screen (for example a FormScreen) to use an ItemView, where one of the cells in the item view is a stage field (for example, use the sc_req_item table as the table for the DataItem). The stage field should be configured to use the Flow Designer renderer instead of the Workflow renderer.
2. Try to open the screen from the mobile app (Agent app or Now Mobile app).

Expected behavior: The screen should open without any errors.

Actual behavior: An 'Internal Server Error' is shown.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Create a banner announcement in sys_us_banner_announcement in English.
2. Add 'Unified Navigation' to the announcement configuration related list.
3. Create translations in the sys_translated_text table with the value as French.
4. Log in to the instance again.
5. Change the language to French.

Expected behavior: The announcement should be translated to French.

Actual behavior: The announcement is displayed in English and debug i18 doesn't recognize the announcement.

1. Add multiple favorites.
2. Ensure that a few favorites have longer labels.
3. Open the editor.

The 'X' is cut off. The content should be within the boundary.

1. Unset the 'Multiple Experiences' flag on the unified navigation parent application record.
2. Open a workspace.
3. Open the All menu and click a module such as Self-Service > Dashboards (standard url) or Self-Service > Employee Center(external link url).

Expected behavior: A new tab is opened with the appropriate link loaded within unified navigation.

Actual behavior: A new tab with 'about:blank' is opened.

1. Open an instance in two windows, with one in incognito mode.
2. In the window that's not in incognito mode, impersonate any user from the sys_user table.
3. Once impersonated, click Dashboards from the landing page.
4. Open any of the dashboards.
5. Click the avatar on the top-right.
6. Click Preferences.
7. Click Display.
8. Navigate to the preference 'Current start page'.
9. Set it to 'Use the page I'm on now'.
10. Navigate to the sys_user_preference.list.

    The three preferences associated to this are modified as expected.

11. Change the dashboard from 'Change Overview' to another dashboard.
12. Close the browser tabs or the session.
13. Navigate to the incognito window.
14. Impersonate the same user.

Given that this is a new session/incognito session, it should technically open the home page on impersonation. Instead, it opens the last opened dashboard as the first page for this user. The URL correctly displays the one mentioned in the user preference, but the dashboard that's opened is the last opened one.

Refer to the listed KB article for details.

1. Navigate to Preferences > Notification > System Notification > New Window > Under System Notification.
2. Look for any notifications.
3. Click Schedule on a notification.
4. Navigate to the 'Advanced Filter'.
5. Add the condition (without choosing the value under Schedule (None)).
6. Save the record.
7. Reload the page.
8. Navigate to the notification.

Filter information isn't captured.

1. Navigate to any script editor.
2. Type 'event'.

It displays the event property as deprecated or crossed-out.

1. Log in to an instance from a Windows computer.
2. Add the Time Worked field to a table's workspace form layout.
3. Navigate to a record that has the field included in Workspace.
4. Monitor the Time Worked field and the text under it.

Expected behavior: No flickering is seen.

Actual behavior: The text clears momentarily, causing a flickering in the layout.

1. Create an empty UI page.
2. Create a UI action.
3. Set the following fields to true:
   • Active
   • Show insert
   • Show update
   • Client
   • List v2 Compatible
   • Form button
4. Under the related list 'Workspace', set 'Workspace Form Button' to true.
5. Add 'Workspace Client Script' to open the UI page from step 1.
6. Trigger the new UI action.
7. Verify the UI action.

Expected behavior: There shouldn't be any Close button under the iFrame.

Actual behavior: There's a Close button that appears on instances of version Tokyo and onwards.

1. Navigate to sys_dictionary.
2. Modify the Name field of the sys_user_group table.
3. Change the field type from 'String' to 'Translated Text'.
4. Within a dashboard/homepage, add the interactive filter 'Change Group'.
5. For a record within the filter, create a 'sys_translated_text' record with the following values:
   • Table name: sys_user_group
   • Document: Group: Analytics Settings Managers (sys_id: 019ad92ec723001 0393d265c95c260dd)
   • Field Name: Name
   • Value: test translation fr
   • Language: FR (any other language suffices).
6. Within the dashboard/homepage used in step 4, search for the term 'App Service Assignment groups'

   The result is present.

7. Change the language to FR (or any other language selected).
8. Search for the term 'test translation fr' within the interactive filter.
9. Verify that no results are returned.
10. While still in French, search for the term 'App Service Assignment groups'.
11. Verify that the result is present.

1. In Vancouver, create a report of type 'List' on any table that returns data.
2. Add a few fields to the 'Additional Group By'.
3. Save the report.
4. Add the newly created report to any dashboard.
5. Select 'None' as the group by on the list report widget on the dashboard.
6. Observe that the column headers of the report don't render.
7. Change the 'Group By' value to any of the selected fields in the dropdown.
8. Observe that the column headers of the report render on refresh.

Expected behavior: The column headers should render regardless of the 'Group By' value.

Actual behavior: Column headers don't render when the 'Group By' value selected is 'None'.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Create a project with an 'Approved start date' of 'July 2022'.
2. Create a project task with a 'Start no earlier than' of 'Time Constraint' and a 'Planned start date' of 'August 2022'.

   The project itself has a constraint date set in July and the planned dates are in August.

3. Navigate to the planning console.
4. Switch the gantt chart time scale to 'Day' so that no dates in July can be seen on the gantt chart.
5. Try to add a project task (client-side planning enabled).

It isn't displayed. This works if a user sets the time scale to 'Year' or 'Quarterly' because the gantt renders 'July'.

1. Open an instance.
2. Impersonate an admin.
3. Multi-level Pivot report > View Report > Run.
4. Click Sharing > Export to PDF > Generate > Now > Export > Download.
5. Open the downloaded report.

The report PDF displays the report header overlapping with an 'Enable Analytics' message.

1. Create a classic report.
2. Set the 'Datasource' as 'Table'.
3. Select 'Task'.
4. Set the 'Type' as 'Vertical Bar'.
5. Select a title.
6. Set it to 'Display always' in the 'Style' configuration.
7. Add a list breakdown to the report.
8. Set a title on the list breakdown.
9. Set it to 'Display always' in the style configuration.
10. Save the list breakdown.
11. Save the report.
12. Create a dashboard.
13. Add the created report as a widget.

1. Impersonate a user with an itil role and without admin, itil_admin or metric_admin roles.
2. Open any incident record.
3. Click the context menu.
4. Select 'Metrics Timeline'.

Observe that the metrics timeline window pops up but doesn't display the expected data.

1. Create an application service and populate it.
2. Make changes on top of the service to create checkpoints.
3. Set the com.snc.sw.mapping.reaper.month_inertval property to 0.
4. Execute the Checkpoint Reaper job.

Observe the 'High memory usage' warning.

1. Sideload the O365 add-in on Word online.
2. Launch the ESG add-in.
3. Try to log in.

Users can't see the ESG add-in pages.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. In any Vancouver instance, navigate to Service Portal.
2. Start a chat with the Virtual Agent.
3. End the chat and minimize the chat window.
4. Refresh the browser page.

Notice that the Virtual Agent shows new messages though a new conversation that was not started by the user.

1. Create a catalog item.
2. Create a simple line text catalog variable.
3. Open the catalog item on the Service Portal

Check the system logs and observe the errors.

1. Navigate to any task record.
2. Click the Discuss button.
3. If the Discuss button isn’t visible, then:
   1. Click the form context menu.
   2. Select 'Copy URL'.
   3. Navigate to that URL.
4. Add at least one participant to the discussion.
5. Click Start Discussion.
6. In the sidebar discussion pop-up that opens, start an @mention for the participant added by typing the @ symbol followed by their first and last name.
7. Don't submit the message.
8. Confirm that no list of user results appears based on the first/last name entered.
9. Wait about 20 seconds.

Expected behavior: The record loads the expected users.

Actual behavior: The session times out after several seconds with a 'Your session has expired' or 'Session Expired (401)' pop-up message.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Install many languages on a base instance.
2. Create several thousand tables.
3. Create 20,000 ACLs and 20,000 sys_security_acl_role records for those ACLs.
4. Load item_option_new.do.

Expected behavior: The page loads as any other page does, in approximately 5 seconds.

Actual behavior: The page takes up to a minute to load, due to the Table name field having to load every table label and run ACLs.

1. Access any Vancouver instance and disable Next Experience.
2. Navigate to Agent Workspace and open any incident.
3. Click a configuration item field and type any letter.

Expected behavior: The list with searching text and search result should start at the end of the field.

Actual behavior: The list with searching/showing text covers the field.

1. Navigate to the incident.list.
2. Open a record.
3. Configure a form's layout.
4. Add a True/False field to the form.
5. Configure the form dictionary.
6. Change the field to read-only.

The field is barely visible.

Refer to the listed KB article for details.

1. Open the attachment_entry UI macro.
2. Update line number 40, so that the jvar_is_state_closed variable is evaluated based on the active field of the record From and To.
3. Open any active problem or change the record and attach a file to it.
4. Close the record.

Expected behavior: The macro hides the 'rename' option.

Actual behavior: The rename option still displays.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

1. Install Customer Service Management demo data (com.snc.customerservice.demo).
2. Install Customer Central (com.sn_csm_customer_central) with demo data.
3. Open the CSM/FSM Workspace case record with a contact.
4. Switch through the tabs using the arrow keys quickly to reproduce the infinite tabs switching.

1. Navigate to an instance with CSM Workspace and multiple languages installed.
2. Open the CSM/FSM Configurable Workspace.
3. Open a case.
4. Point the mouse device over the icons on the right of the screen within the contextual sidepanel.
5. Change the session language via the menu in the top-right within the header bar.
6. After the page refreshes, check the tooltip language.

   They're translated.

7. Change the language of the session again.
8. After the page refreshes, check the tooltips again.

   They aren't translated back.

Expected behavior: The tooltips should change every time the session language is changed.

Actual behavior: The tooltips get stuck in a language. The only way to change them afterwards is a cache.do.

1. Open any workspace.
2. Open /xmlstats.do.
3. Repeat step 2 as necessary, as the issue is intermittent.
4. Observe an error in the log.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.

Refer to the listed KB article for details.