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ServiceNow Documentation

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 ServiceNow | London release notes

London release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

The ServiceNow® London release contains new functionality and fixes to existing
functionality. Patch releases and hotfixes provide problem fixes and are released on an as-
needed schedule.

Path to successful upgrades

Learn - Find out what's new and changed in London

• Release notes summaries for London features

• Features and changes by product

• Changes to plugins in the London release

• Browser support

• Accessibility and compliance

Prepare - Choose your target version and prepare for your upgrade

• Available versions (London)

• Upgrade and migration tasks by application or feature

Upgrade - Review the upgrade process and upgrade your instance

• Upgrade to London

• Upgrade your instance

• Upgrade planning checklist (London)

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 ServiceNow | London release notes

Features and changes by product

Last updated: July 26, 2018
Last updated: July 26, 2018

Review the new features and changes in this release by product.

New features and products in London

The London release includes new features and products.

• Agile Development — Unified Backlog release notes

• Continual Improvement Management release notes
• Interaction Management release notes
• ITSM Virtual Agent release notes
• Scaled Agile Framework release notes
• Task Communications Management release notes
• Test Management 2.0 release notes
• Virtual Agent release notes
• Walk-up Experience release notes

Updated features and products

Other products were changed and updated in the London release. For more information,
refer to the release notes topics, which are organized by product area.
• Now Platform release notes

The Now Platform® technology has new and updated features in the London release.
• Application development release notes

Application development has new and updated features in the London release.
• Business Management release notes

Business Management has new and updated features in the London release.
• Customer Service Management release notes

Customer Service Management has new and updated features in the London release.
• Governance, Risk, and Compliance release notes

Governance, Risk, and Compliance has new and updated features in the London release.
• HR Service Delivery release notes

ServiceNow® HR Service Delivery product enhancements and updates in the London

release.
• IT Operations Management release notes

IT Operations Management has new and updated features in the London release.
• IT Service Management release notes

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 ServiceNow | London release notes

IT Service Management has new and updated features in the London release.
• Performance Analytics and Reporting release notes

Performance Analytics and Reporting have new and updated features in the London
release.
• Security Operations release notes

Security Operations has new and updated features in the London release.
• Software Asset Management release notes

ServiceNow® Software Asset Management product enhancements and updates in the

London release.

Now Platform release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

The Now Platform® technology has new and updated features in the London release.
• Accessibility release notes

ServiceNow® platform accessibility enhancements and updates in the London release.

• Agent Intelligence release notes

ServiceNow® Agent Intelligence product enhancements and updates in the London

release.
• API release notes

ServiceNow® API product enhancements and updates in the London release.

• Automated Test Framework release notes

ServiceNow® Automated Test Framework product enhancements and updates in the

London release.
• Assessments and Surveys release notes

ServiceNow® Assessments and Surveys product enhancements and updates in the

London release.
• Authentication release notes

ServiceNow® Authentication enhancements and updates in the London release.

• Configuration Management Database (CMDB) release notes

ServiceNow® Configuration Management Database (CMDB) product enhancements and

updates in the London release.
• Contextual search release notes

ServiceNow® Contextual Search product enhancements and updates in the London

release.
• Embedded help release notes

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 ServiceNow | London release notes

ServiceNow® Embedded help product enhancements and updates in the London release.
• Edge Encryption release notes

ServiceNow® Edge Encryption product enhancements and updates in the London release.
• Field Administration release notes

ServiceNow® Field Administration enhancements and updates in the London release.

• Flow Designer release notes

ServiceNow® Flow Designer product enhancements and updates in the London release.
• Guided Tour Designer release notes

ServiceNow® Guided Tour Designer product enhancements and updates in the London
release.
• Import and Export release notes

ServiceNow® Import and Export product enhancements and updates in the London
release.
• IntegrationHub release notes

ServiceNow® IntegrationHub product enhancements and updates in the London release.

• Interaction Management release notes

ServiceNow® Interaction Management is a new application in the London release.

• Knowledge Management release notes

ServiceNow® Knowledge Management product enhancements and updates in the London

release.
• MetricBase release notes

ServiceNow® MetricBase product enhancements and updates in the London release.

• MID Server release notes

ServiceNow® MID Server product enhancements and updates in the London release.
• Notifications release notes

ServiceNow® platform notifications enhancements and updates in the London release.

• Notify release notes

ServiceNow® Notify product enhancements and updates in the London release.

• Password Reset release notes

ServiceNow® Password Reset product enhancements and updates in the London release.
• Platform quality and performance release notes

ServiceNow® Platform Quality and Performance product enhancements and updates in

the London release.
• Platform security release notes

July 26, 2018 ©2018 ServiceNow. All rights reserved. 6

 ServiceNow | London release notes

ServiceNow® platform security product enhancements and updates in the London release.
• Search Administration release notes

ServiceNow® Search Administration product enhancements and updates in the London

release.
• Service Portal release notes

ServiceNow® Service Portal product enhancements and updates in the London release.
• Subscription Management release notes

ServiceNow® Subscription Management product enhancements ands updates in the

London release.
• System upgrades release notes

ServiceNow® System upgrades feature enhancements and updates in the London release.
• Table administration release notes

ServiceNow® Table administration product enhancements and updates in the London

release.
• Task Communications Management release notes

ServiceNow® Task Communications Management is a new application in the London

release.
• Timeline Visualization release notes

ServiceNow® Timeline Visualization product enhancements and updates in the London

release.
• UI release notes

ServiceNow® UI enhancements and updates in the London release.

• Virtual Agent release notes

ServiceNow® Virtual Agent is a new feature in the London release.

• Web services release notes

ServiceNow® Web services product enhancements and updates in the London release.
• Workflow release notes

ServiceNow® Workflow product enhancements and updates in the London release.

Accessibility release notes

Last updated: July 18, 2018
Last updated: July 18, 2018

ServiceNow® platform accessibility enhancements and updates in the London release.

Accessibility has been improved throughout the platform in congruence with WCAG 2.0
level A standards to make the system more perceivable, operable, and understandable to all

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 ServiceNow | London release notes

users. Changes to accessibility that are feature-specific can be found in the documentation
for that feature.

New in the London release

Enable accessible tooltips

Enable accessible tooltips on a form. When accessible tooltips are enabled, a tooltip icon
appears next to fields on a form. When focus is on the icon, a tooltip appears describing the
field
Your and whether
users or not
can enable it option
this is mandatory.
from the General tab of the system settings menu. You
can also enable this preference for your users by navigating to User Administration > User
Preferences and searching for the preference glide.ui.accessibility.accessible.tooltips
preference. Accessibility must be enabled for this user preference to apply.

Slushbucket multi-select

Select multiple items in a slushbucket by pressing the spacebar to select each item. Use the
arrow keys or the Tab key to navigate to the Add button to move items from one list to
another.

Open Card Details button on task cards

View more card details in a task board by using the Tab key to navigate to the Open Card
Details button.

Configure a Windows 64-bit host to use 32-bit NVDA with Java applications

The NVDA Assistive Technology screen reader is a 32-bit application that, when the Java
Access bridge has been enabled, reads aloud Java applications built to support
accessibility. If you encounter a problem using NVDA to access Java applications on a 64-
bit Windows host, you must configure the Java Access bridge.

Changed in this release

Keyboard accessibility improvements

In live feed, use the Tab key to navigate to an avatar then press Enter to open the avatar
popover. Use the Tab key to navigate through the popover and select additional elements.

Activation information
Enable accessibility from the system settings option. For more information on system
settings, see System settings for the UISystem settings for the UI.

Enable accessibility mode

Use the Tab key to navigate to every item on a page. Accessibility mode also enables the
option to skip to different places on a page. Your users can enable this option individually
on the General tab of the system settings menu. You can also enable this preference for
your users by navigating to User Administration > User Preferences and searching for the
preference glide.ui.accessibility.

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 ServiceNow | London release notes

Browser requirements
Some keyboard shortcuts are browser-specific. See your specific browser documentation for
more information.

Agent Intelligence release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Agent Intelligence product enhancements and updates in the London release.

With Agent Intelligence, you can use machine-learning algorithms to set field values when
you are creating a record. You can also train predictive models to automatically categorize
and route work that is based on your past record-handling experience.

New in the London release

Use Agent Intelligence for HR Service Delivery

Use the default Agent Intelligence records as templates to create HR Service Delivery
solutions.

Export trained solutions to production

Refine and test your machine-learning (ML) solutions iteratively on a non-production

instance, and then use update sets to export the changes to your production instance. By
following this process, you reduce the risk of having to retrain solutions on your production
instance.

Review increased support for solution class predictions

Note that in the Kingston release, the system used the top 25 classes with the highest
number of records when it built a solution. In this release, it uses the top 50 classes,
increasing the amount of historical data it processes to predict the class confidently.

Copy a solution definition

As you create separate solution definition records for each predictive model you want to
support, you can copy a record and its configuration into a new form by clicking Copy
Solution Definition from the context menu of the original record. Use the new record to
make further solution updates without reconfiguring the entire solution definition.

Choose language processing for your solution definition

As you create and train a solution definition, you can select the prime language of the
dataset you are training. Your options include Dutch, English, French, German, Japanese,
and Spanish, with English as the default.

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 ServiceNow | London release notes

Review solution training tips

Review additional guidance for solution training, such as tips on conditions you may want
to set on the data records you want to train and the recommended number of records for
training a good solution.

Review encryption support

Learn which types of data encryption are supported by Agent Intelligence.

Test a solution prediction

After you train your ML solution, you can call on the Agent Intelligence API to make a
solution prediction.

Save your ML solutions during a system clone

When you request a clone of your instance, the system stores your trained solution
components as attachment records. Adjust your glide.platform_ml.clone_artifacts system
property to preserve these records during the system clone.

Activation information
• Agent Intelligence is included in the following packages: ITSM Professional, CSM
Professional, HR Professional, and HR Enterprise. When you subscribe to any of these
packages, you can activate the Agent Intelligence plugins in your production instance
using your administration rights. You can also request activation of these plugins on a non-
production instance.
• If you are running your instance on an earlier version than Kingston Patch 2, such as
Kingston Patch 0 or Kingston Patch 1, when you activate your plugins, you must update
your scheduler URL property so it is compatible with Agent Intelligence. For activation
instructions, see Acrivate Agent Intelligence.

API release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® API product enhancements and updates in the London release.

New in the London release

New scoped classes and additional methods to existing scoped classes

Class Activated with Methods
Client MetricBase deleteSeries()
DiscoveryAPI Discovery discoverIpAddress(), reportCiIpAddressStatus(),
reportCiStatus()
Flow Flow Designer startAsync()
GlideSecurityUtils Now Platform cleanURL(), enforceRelativeURL(),
escapeScript(), isURLWhiteListed()
GlideStringUtil Now Platform dotToUnderBar(), escapeAllQuotes(),
escapeForHomePage(), escapeHTML(),

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 ServiceNow | London release notes

Class Activated with Methods

escapeNonPrintable(),
escapeQueryTermSeparator(), escapeTicks(),
getHTMLValue(), getNumeric(), isBase64(),
isEligibleSysID(), newLinesToBreaks(),
normalizeWhiteSpace(), unescapeHTML()
GlideXMLUtil Now Platform removeInvalidChars(), validateXML()
Interaction Interaction Management create(), getInteraction(), transferToAgent(),
transferToQueue(), accept()
InteractionQueue Interaction Management get(), isAgentFor(), acceptNext()
Messaging Messaging Notification send()
ReportCiStatusOutputJS Discovery getCiOperationStatus(), getCmdbCI(),
getDiscoveryState(), getIpAddress(),
getIssues(), getIssuesLink(), toJson()
SentimentAnalyser Sentiment Analysis analyze(), analyzeWithLanguage(),
analyzeMultiple(),
analyzeMultipleWithLanguage(),
getDefaultConnector(), getConnectorByName()
SPScriptedFacet Service Portal addFacetItem()
SPScriptedFacetService Service Portal createFacet(), createMultiChoiceFacet()
Subflow Flow Designer startAsync()
TransformPart MetricBase resample(), iqr()
UserCriteriaLoader User Criteria Scoped API getAllUserCriteria(), getUserCriteria()

New global APIs

Class Activated with Methods
BusinessServiceManager Now Platform addCI(), addManualConnection(),
migrateManualToApplicationService(),
populateApplicationService(), removeCi(),
removeManualConnection()
CMDBDuplicateTaskUtils Now Platform createDuplicateTask()

New client classes and additional methods for existing classes

Class Activated with Methods
GlideUIScripts Now Platform getUIScript()

New REST APIs

API Activated with Method
Application Service API Now Platform
• api/now/cmdb/app_service/create
• api/now/cmdb/app_service/{sys_id}/
getContent

Task Communication Incident Management - sn_comm_management/

Management API Major Incident task_communication_management/
Management communication_detail/{taskSysId}

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 ServiceNow | London release notes

API Activated with Method

Major Incident Incident Management - sn_major_inc_mgmt/mim/status/{incidentSysId}
Management API Major Incident
Management
Service Catalog API Now Platform sn/sc/servicecatalog/variables/{sys_id}/
display_value
Interaction API Interaction /api/now/interaction
Management

Activation information
• Discovery APIs: Discovery is available as a separate subscription from the rest of the Now
Platform and requires the Discovery (com.snc.discovery) plugin.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is active by default.
• Interaction Management APIs: An administrator can activate the Interaction Logging,
Routing, and Queueing plugin [com.glide.interaction] to access the functionality.
• Major Incident Management API: An administrator can activate the Incident Management -
Major Incident Management plugin (com.snc.incident.mim) to access the functionality.
• Messaging Notification APIs: To activate notifications in messaging applications, request
the Messaging Notification plugin (com.glide.notification.messaging) through the HI
Customer Service system. This plugin activates related plugins if they are not already
active. Integrations with third-party systems also require a separate IntegrationHub
subscription.
• MetricBaseAPIs: The MetricBase product requires a separate subscription and must be
activated by ServiceNow personnel.
• SentimentAnalyser API: An administrator can activate the Sentiment Analysis
(com.snc.sentiment_analysis) plugin to access the functionality.
• Service Portal APIs: Service Portal is a Now Platform feature that is active by default.
• UserCriteriaLoader API: Available with the User Criteria Scoped API plugin
(com.glideapp.user_criteria.scoped.api) that is active by default.

Automated Test Framework release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Automated Test Framework product enhancements and updates in the London
release.

With the Automated Test Framework (ATF), you create and run automated tests on your
instance. When you upgrade or modify an instance, run these tests to confirm that the
instance still works.

London upgrade information

Note: Tests can be promoted to production instances, but the test execution
property is disabled to prevent them from running on a production system.
Run tests only on development, test, and other non-production instances.
See Enable or disable executing Automated Test Framework tests

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 ServiceNow | London release notes

New in the London release

All steps configuration category

View all available test steps for all test categories in a single listing by using the All Steps
option.

Automated application navigator test steps

Create automated test steps to verify if the application menus or modules that you selected
for testing are visible in the application navigator.

Negative assert types for server step configurations

Designate whether a positive or negative test step result is a successful outcome when
using certain types of server test steps.

Screenshot timeout interval setting

Manage the timeout interval for test step screenshots. Set the Screenshot Timeout interval
in the Screenshots Capture Mode section in Automated Test Framework Properties. The
default for this setting is 60 seconds. If your screenshot timeout is longer than 60 seconds,
the Client Test Runner does not take a screenshot capture. You can change this value as
needed, but you should review performance settings and browser caches on affected client
systems before increasing it.

Whitelisted client errors

Add known client errors to the whitelist to allow tests and steps to continue running when a
specific error occurs. Set the report level to specify what the Automated Test Framework
does when the error occurs in future tests.

Service catalog forms test steps

Write automated end-to-end tests for requester flows to validate catalog items in Service
Portal. When you upgrade or modify an instance, run these tests to confirm that the
instance still works as designed. The following test step configurations are available in the
Automated Test Framework (ATF) for Service Catalog in Service Portal:

• Open a Catalog Item (SP)

• Open a Record Producer (SP)
• Set Variable Values (SP)
• Set Catalog Item Quantity (SP)
• Validate Variable Values (SP)
• Variable State Validation (SP)
• Validate Price and Recurring Price (SP)
• Add Item to Shopping Cart (SP)

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 ServiceNow | London release notes

• Order Catalog Item (SP)

• Submit Record Producer (SP)

Note: ATF for Service Catalog in Service Portal is not supported for order guides
and multiple items in the cart.

Service Portal forms test steps

Write automated tests to validate Service Portal forms. The following Automated Test
Framework (ATF) test steps are available:

• Open a Service Portal form

• Set field values on a form
• Validate field values
• Validate field states
• Check UI action visibility
• Click a UI action
• Validate form submission

Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate some common
Customer Service Management (CSM) and Field Service Management (FSM) scenarios. To
execute these tests, you can activate and then create copies of the desired tests. The
sample tests can be run as single tests or as a test suite.

Changed in this release

Search for a catalog item test step category change

Moved the Search for a Catalog Item test step configuration from the Service Catalog
category to the Server category.

Activation information
Active by default. To use quick start sample tests, activate the Customer Service
Management Demo Data plugin (com.snc.customerservice.demo).

Assessments and Surveys release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Assessments and Surveys product enhancements and updates in the London
release.

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 ServiceNow | London release notes

New in the London release

Image of a question in the survey notification email

Use the Sample Metric field of a survey to include one of its metrics as an image in the
email or invitation sent to a survey user. When the survey user clicks the image in the email
or while previewing the HTML body, the entire survey is available to be taken.

User-defined parameter in a survey question

Use the Source Table field on a survey to specify a table whose field is used as a dynamic
value for a question in a triggered survey.

Use the Source Field field for a metric to specify the source table field that appears as a
dynamic value for the question in a triggered survey. When this field value is selected, a $
{param} placeholder is added at the end of the question. You can move the placeholder to
the relevant position.

When the survey instance or survey questions are generated, if the record table specified in
the trigger condition matches the source table specified for the survey:

• The question with the dynamic value is included in the survey instance.
• The ${param} placeholder is replaced with the source field value.

This functionality is applicable in both the platform and survey designer.

Sentiment analysis for a survey

Use sentiment analysis to determine whether user responses for a survey are considered
positive, negative, or neutral. You can only include string type questions for this analysis.
The survey responses to these questions are sent to the third-party platforms for analysis
through the specified connector configurations.

SentimentAnalyser API

Use the SentimentAnalyser API to perform sentiment analysis on a string value. To use this
class in a scoped application, use the sn_nlp_sentiment namespace identifier.

Show Benchmarks and Create Improvement Initiative related links

Use the Show Benchmarks related link for surveys, assessments, and quizzes, to open the
Benchmarks Dashboard that provides visibility into your key performance indicators (KPIs)
and trends.

Note:
• This related link is available only for users with the survey_admin,
assessment_admin and survey_reader roles, which have the bm_viewer
role.
• You must opt in to Benchmarks to view the dashboard.

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 ServiceNow | London release notes

Use the Create Improvement Initiative related link for surveys and assessments to open the
Improvement Initiative window. From this window, create an improvement initiative record
that helps in improving the performance of the survey.

Note:
• This related link is available only for users with the survey_admin and
assessment_admin role.
• Users with the survey_reader role can only view the created improvement
initiative records.

The Improvement Initiatives related list displays the improvement initiatives. This list is
available only when there is at least one improvement initiative record.

One Click survey

Select the One Click Survey check box to enable a One Click survey in Service Portal. This
check box can be selected if the Pagination setting for Service Portal view is set to None. A
One Click survey has no introduction page in Service Portal.

A kiosk survey is a One Click survey with only one question of any of the following types:

• Image Scale
• Choice
• Likert Scale
• Numeric Scale
• Yes/No

This functionality can be enabled in both the platform and survey designer.

Net promoter score survey results in the survey scorecard

Use the question results in the survey scorecard, for net promoter score (NPS) template
questions added to a survey, to display the aggregated NPS score with promoters,
detractors, and passives.

Public access of a survey from the survey designer configuration form

Use the Public Survey field to enable public access to the survey.

Use the Survey Publish URL field to view the survey URL that can be shared with users.

Copy UI action in survey designer and quiz designer

Point to the menu icon on the header bar in a survey designer and click Copy Survey to
copy a survey.

Point to the menu icon on the header bar in a quiz designer and click Copy Survey to copy
a survey.

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 ServiceNow | London release notes

Scope impact when editing a survey, assessment, or quiz

Edit a survey, assessment, or quiz that is in the same application scope of your current
session.

Note: When you start editing a survey of the same scope, and then change the
session scope in a different tab, you cannot edit the survey further.

UI action to migrate to New Survey Management

Select a legacy survey by navigating to Survey > Legacy Surveys > Masters, and click the
Migrate to New Survey Management UI action in the title bar to migrate a legacy survey.

Changed in this release

Renamed the Migrate to Assessment related link

The Migrate to Assessment related link for legacy surveys is renamed as Migrate to New
Survey Management.

Save functionality on a Survey Designer configuration form

Click Save to save the current survey without changing its state.

Activation information
Platform feature – active by default.

Activate the Continual Improvement Management plugin (com.sn_cim) to enable the Create
Improvement Initiative related link for surveys and assessments.

Activate the Sentiment Analysis (com.snc.sentiment_analysis) plugin to enable the following

modules:

• Sentiment Analysis > Sentiment Connector Configurations: Contains the connector

configurations for sentiment analysis.
• Sentiment Analysis > Sentiment Analysis Properties: Contains the customization properties
for the Sentiment Analysis module.
• Survey > Question Sentiment Results: Contains the sentiment analysis results for surveys.

Authentication release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Authentication enhancements and updates in the London release.

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 ServiceNow | London release notes

New in the London release

Custom URL

If you want your ServiceNow instance to be accessible by a company-branded or custom

URL, this feature enables this functionality. You can configure one or multiple custom URLs
to your instance, and configure your custom URL to service portal mapping.

OIDC for inbound API requests

ServiceNow can accept identity tokens generated by a third-party OIDC provider for
inbound API calls. The identity tokens must be JSON Web Tokens (JWTs) issued by an
OpenID.net certified OIDC provider after you configure a trust relationship with that
provider. You can also automatically provision users based on the claims in the JWT token
provided.

Support Microsoft Teams (MS Teams) authentication

Your MS Teams user account can link to your ServiceNow user account to perform actions,
such as pre-set conversations or notifications, through a conversational bot platform.

Support outbound mutual authentication for OAuth endpoints

Adds support for mutual authentication when requesting an OAuth token. Mutual
authentication enables client and server to identify and authenticate each other by using
certificates.

Changed in this release

Added State parameter for OAuth request

Adds the system property glide.oauth.state.parameter.required to control the requirement

of the State parameter in an OAuth request for Authorization code flow.

Activation information
You can activate the Custom URL plugin (com.snc.customurl) if you have the admin role.

Configuration Management Database (CMDB) release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Configuration Management Database (CMDB) product enhancements and

updates in the London release.

With CMDB, you can build logical representations of assets, services, and the relationships
between them that comprise the infrastructure of your organization. Details about these
components are stored in the CMDB which you can use to monitor the infrastructure,
helping ensure integrity, stability, and continuous service operation.

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 ServiceNow | London release notes

New in the London release

Duplicate CI Remediator

Reconcile duplicate CIs in your system by using a wizard that guides you through the
reconciliation process. The wizard pages provide detailed information about the duplicate
CIs, letting you choose which attributes, relationships, and related items to retain, and what
to reconcile.

Use the CMDBDuplicateTaskUtils API to manually create a de-duplication task for duplicate
CIs that the system is not configured to detect. You can then remediate those tasks using
the Duplicate CI Remediator as you would remediate a system generated de-duplication
task.

Get extra guidance through the remediation process from Embedded Help topics which are
included with the Duplicate CI Remediator.

CI Relationships Health

Use the 'Relationships not compliant with all relationship rules' report to see relationships
that do not comply with any relationship governance rules, including suggested
relationships and dependent relationship rules.

Application Services

Use application services as a unified infrastructure for creating, maintaining, and managing
services in the CMDB, Service Mapping, Event Management (if activated), and other
ServiceNow applications. You can convert legacy business services to application services.

Changed in this release

CI Class Manager

• Labels and other elements in the user interface have been changed across the CI Class
Manager for better clarity and helpfulness.
• Suggested relationships displays a diagram of all suggested relationships for the class and
lets you add or delete suggested relationships for the class. All suggested relationships
provided and used by Discovery, Service Mapping, and patterns, appear in the diagram
(however, there is no notation of the source of a suggested relationship).
• Embedded help provides information and guidance for using the CI Class Manager.

Tables added to the CMDB

The following tables are added, increasing the total number of CMDB tables to 700.

Class Label Class Name

Service Group cmdb_ci_service_group
Package cmdb_ci_os_packages
Monitor Service cmdb_ci_service_auto

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 ServiceNow | London release notes

Class Label Class Name

Application Service cmdb_ci_service_discovered
UNIX Cluster Node cmdb_ci_unix_cluster_node
UNIX Cluster Resource cmdb_ci_unix_cluster_resource
CMDB Duplicate Remediator Default Related cmdb_dedup_default_rel_item
item
Duplicate CI Remediation cmdb_duplicate_ci_remediation
CMDB Relationship All Rules Health Results cmdb_health_result_rel_all
Affected CIs cmdb_outage_ci_mtom
CI Relation Attributes cmdb_rel_attributes

Activation information
Platform feature – active by default.

Contextual search release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Contextual Search product enhancements and updates in the London release.

New in the London release

Ordering a service catalog item

When a service catalog item is ordered from an existing record, a link is added between the
order item request and the parent record.

Searching action configurations list

A new related list, Search Action Configurations, is added to the Table Configuration
[cxs_table_config] and the Record Producer Configuration [cxs_rp_config] table. This
related list is a replacement for the KB attachment field (Table Configurations only) and the
Result action label and Result action value fields. Use this list to perform all the actions for
the selected search context.

Attaching knowledge base article

The system administrator now has the option (platform only) to allow ITIL or admin users to
view the Attach button and attach knowledge base (KB) articles from the search results for
a new record before the record is submitted. In earlier releases, the Attach button appeared
only for an existing
This simplifies record. Earlier, the ITIL or admin user had to fill out required fields,
the workflow.
save the record, and then re-expand the search results before the Attach button was made
available.
The Show on new record field can be found within the Table Configuration > Search Action
Configurations
By related button
default, the Attach list. is not available for a new record.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 20

 ServiceNow | London release notes

Changed in this release

KB attachment field

The KB attachment field in Table Configuration is moved to the Attachment type field in the
Table Configuration
The default > Search
for all new Action
customers Configurations
is Embed related
link to article solist.
that a link to the article is used
instead
When youof embedding
upgrade, thea KB
copy of the whole
attachment article.
(Table Configurations only), Result action label, and
Result action value fields are moved to the new Search Action Configurations related list.

Removed in this release

• The KB attachment field in Table Configuration is no longer available.
• The Result action label and the Result action value field in Table Configuration and Record
Producer Configuration are no longer available (platform only).
• The Order button no longer appears in search results for content items that are defined in
the Service Catalog. Content items are not goods or services, which means that they
cannot be ordered. In earlier releases, all Service Catalog items, including content items
that appeared in the search results, had the Order button.

Activation information
The Contextual Search plugin (com.snc.contextual_search) is activated by default for
upgrade and new customers.

Embedded help release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Embedded help product enhancements and updates in the London release.

Embedded help provides targeted help content to a user in a UI page, based on their role.
Some embedded help content comes with the base instance. Your organization can add or
replace embedded help content.

New in the London release

Embedded help internationalization

Localize your embedded help content for a variety of languages to meet your global user
needs.
Write your embedded help content in a language of your choice and decide what
languages to display by selecting a language in the sys_embedded_help_queue table.

Activation information
The Embedded Help (com.glide.embedded_help) plugin is active by default for all new and
upgraded instances.

Additional requirements
Embedded help is only available in UI16. It is not compatible with UI15.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 21

 ServiceNow | London release notes

Edge Encryption release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Edge Encryption product enhancements and updates in the London release.

London upgrade information

When you upgrade from previous releases, you may encounter an issue during Edge
Encryption proxy server upgrades because the proxy has not yet been upgraded to handle
newly introduced request and response codes.

During the proxy upgrade, a message like the following may appear in the proxy logs:
Error:
2018-05-25 09:48:44,758 WARN Unexpected response code 555 from the ServiceNow instance "1
2018-05-25 09:48:44,784 ERROR Update stats received error code : 555 : ServiceNow instance
2018-05-25 09:48:49,862 WARN Unexpected response code 555 from the ServiceNow instance "1

The solution is to restart the proxy and then retry the proxy upgrade.

New in the London release

CyberArk integration with the Edge proxy server

Use CyberArk AIM (Application Identity Management) software with Edge Encryption.

Use CyberArk to store passwords in a centralized and secure digital vault to secure
passwords that were previously stored in clear text and secured by file access, or that were
previously encrypted via a second file.

SafeNet key versioning

Use SafeNet key versioning with Edge Encryption.

Use SafeNet key versioning to simplify changing keys. Instead of creating a new alias for
every new key, SafeNet key versioning keeps the same alias and increments the version.

Historical record encryption

Encrypt historical records in the Audit table during mass encryption, mass decryption, and
key rotation jobs. When encrypting historical records for a field in the Audit table, both new
values and old values are encrypted.

Unbound Technology integration with the Edge proxy server

Use the Unbound Technology (previously Dyadic Security) Key Management System.

Using a load balancer with the Edge proxy server

You can use a load balancer to balance the load across the proxy servers in your Edge
Encryption proxy setup. If the load balancer and proxy servers are using different ports,
specify the host name and HTTPS port of the load balancer to enable users to view
responses on their browser.

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 ServiceNow | London release notes

Activation information
Active by default.

Field Administration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Field Administration enhancements and updates in the London release.

New in the London release

Attach a file to a record

Attach a file directly to a record by adding a file attachment field to the table. The file
attachment field supports all file types.

Activation information
Platform feature — active by default.

Flow Designer release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Flow Designer product enhancements and updates in the London release.

Flow Designer is a Now Platform feature that enables rich process automation capabilities in
a consolidated design environment. It enables process owners to use natural language to
automate approvals, tasks, notifications, and record operations without having to code.

Use a single design environment to author flows and actions and manage flow executions.
Lower the barrier for automation and accelerate development by creating an ecosystem of
reusable content available to any flow. Reduce upgrade times and technical debt by
replacing customized business logic with native Now Platform actions.

New in the London release

Run a flow from a Service Catalog request

Start a flow when a Service Catalog item is requested to automate the fulfillment process.
To activate this feature, request the Flow Designer support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer) through the HI Customer Service system. This
plugin activates related plugins if they are not already active.

Run a flow from a MetricBase Trigger

Start a flow when a MetricBase trigger is met. MetricBase triggers track time series data
and can monitor when a threshold is reached, when a trend is detected, or when a system
stops reporting data.

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 ServiceNow | London release notes

Add stages to a flow

Communicate the current stage of a request or flow with an end user.

Create flow-specific Service Catalog variables

Create Service Catalog variables that are only available to a specific Service Catalog-
triggered-flow. Flow-specific variables are available to catalog tasks and actions in the flow.
To activate this feature, request the Flow Designer support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer) through the HI Customer Service system. This
plugin activates related plugins if they are not already active.

Create a catalog task in a flow

Use the Create Catalog Task action to create a record in the Catalog Task [sc_task] table
associated to a requested item in the Requested Items [sc_req_item] table. Adds the
catalog task record as data to be used in the flow.

Access Service Catalog variables in a flow

Use the Get Catalog Variables action to access Service Catalog variables as data pills in a
flow.

Create a subflow

Define a sequence of reusable actions that can be started from a flow, subflow, or script.
Define inputs and outputs to pass data to and from the subflow.

Call a flow from another flow or subflow

Enable the Show triggered flows option in the More Actions menu to select an activated
flow and define the required inputs. Running a triggered flow ignores its trigger conditions
and runs all actions.

Define advanced options for inputs

Use advanced options to guide flow designers through adding and configuring an action or
subflow in a flow. For example, create a choice input to provide flow designers with a pre-
defined list of configuration options to choose from. Inputs provide advanced options
based on their data type. All inputs have advanced options to add a hint or provide a
default value.

Call a flow from script

Run activated flows using the scriptable API.

Call a subflow from script

Run activated subflows using the scriptable API.

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 ServiceNow | London release notes

View the calling source of a flow

Use the execution details to determine what started a flow or subflow.

View activated flows for a table

View flows with record-based triggers that run on a specific table.

Changed in this release

Add more actions to a flow or subflow

Set the maximum number of actions a flow or subflow can contain with the
sn_flow_designer.max_actions system property. The default value changed from 20 to 50
actions.

Nest For Each flow logic blocks

Add a For Each flow logic block inside of another to repeat an action over a series of
records. However, avoid nested For Each loops that process many records. Nested loops
may cause the flow to run until stopped by the flow transaction quota rule, which prevents
flows from running longer than an hour. For more information about transaction quotas, see
Transaction quotas.

Improve flow creation

Use Flow Designer interface enhancements to improve flow creation.

• Read flows faster with improved spacing between elements.

• Configure additional flow properties from the More Actions menu.
• Show or hide conditional logic by clicking a flow logic block.
• Annotate triggers and flow logic blocks to communicate flow functionality.
• Change the order of actions in a flow by dragging-and-dropping them.

Activation information
• Platform feature – active by default.
• Running a flow from a Service Catalog item request requires a separate plugin that is
inactive by default. To activate this feature, request the Flow Designer support for the
Service Catalog plugin (com.glideapp.servicecatalog.flow_designer) through the HI
Customer Service system. This plugin activates related plugins if they are not already
active.

Guided Tour Designer release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Guided Tour Designer product enhancements and updates in the London
release.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 25

 ServiceNow | London release notes

Create a guided tour so that your users can learn how to use a feature.

London upgrade information

The Guided Tour Designer was first introduced in the Jakarta release with support for
guided tours on the standard platform UI. For new instances created in Jakarta and beyond,
guided tours are active by default. For instances originating from pre-Jakarta, guided tours
are inactive by default. See Activate guided tours to enable the feature on your instance.

With the London release, you can also enable guided tours to run on Service Portal pages.
When you upgrade your instance to London, the following results occur.

• For instances that are new in London, the Guided Tours for Service Portal feature is active
by default.
• For pre-London instances that you upgrade to London, the Guided Tours for Service Portal
feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the com.glide.guided_tours.enable
and glide.sp.guided_tours.enable properties are both set to True. See Activate guided
tours to enable the feature on your instance.

New in the London release

Create guided tours for Service Portal pages

When you activate guided tours for Service Portal pages, you can begin creating your tour.
Refer to the what to do next guidelines for Service Portal callouts, pages, and branding.

Create introductions and conclusions for your guided tour steps

Use introductions to help your users understand the task you describe in your instructions.
Use conclusions to summarize what they have accomplished or learned by completing the
instructions.

Leverage draft and published statuses as you create and revise your tour

Use statuses to support your revision process and control tour visibility. See Edit a guided
tour.

Review Guided Tour Designer support

Learn which applications and user interface elements that the Guided Tour Designer
currently supports.

Review tour tips and examples

See the revised guidelines for planning a guided tour including the new tips for callouts and
testing your tours.

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 ServiceNow | London release notes

Changed in this release

Role change

In the Kingston release, the sn_tourbuilder.tour_admin role was used to administer guided
tours. In this release, the guided_tour_admin role is used for this purpose.

Additional requirements
The Guided Tour Designer is only available in UI16. The designer is not compatible with UI15.
For more information, see Activate UI16.

Import and Export release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Import and Export product enhancements and updates in the London release.

Changed in this release

File type data sources

If the XML file used for an XML data source does not contain a field in the first 10 nodes, the
field is ignored. To import the field and ensure it is not ignored, you can add the
glide.db.impex.XMLLoader.max.scan_nodes system property with a value greater than or
equal to the position of the node where the field is first encountered.

Activation information
File type data sources is a platform feature that is active by default.

IntegrationHub release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® IntegrationHub product enhancements and updates in the London release.

Automate integration tasks using ServiceNow-built components for Flow Designer, or

develop custom integrations. Requires a separate subscription.

New in the London release

Microsoft Azure AD spoke

Manage users, security groups, and office groups. Apply licenses and provision users in
Office 365.

Microsoft AD spoke

Create, delete, and manage objects in Microsoft Active Directory, such as users, groups, and
computers.

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 ServiceNow | London release notes

Use integration steps to integrate with external systems

Enable custom actions to integrate with external systems by activating IntegrationHub,

which adds integration steps to the Action Designer interface.

Run integration steps through a MID Server

Run actions from a MID Server to access data from external applications, data sources, or
services in your network.

Run PowerShell commands in a flow

Run PowerShell scripts on remote machines from your ServiceNow instance through a MID
Server.

Select the format of a REST request

Specify the format of the request in the REST web service request step. Options include:

• Text: A request in JSON, XML, or other text format.

• Binary: A request in a binary file format.
• Multipart: A request consisting of multiple content types.
• Form URL-Encoded: A request in a URL-encoded query.

Save a REST response as an attachment

Save the response to a REST web service request step as a record in the Attachment
[sys_attachment] table and specify the target record to which the attachment is
associated.

Run the REST step on a MID server

Define MID Server applications and capabilities to send a REST web service request
through a MID Server. A MID Server is required to communicate with or move data between
a ServiceNow instance and external applications, data sources, and services in your
network.

Select the Script step runtime environment

Select a scripting environment to run the step. Options include:

• Instance: The action step runs the script from instance. Select this option when the script
needs access to the ServiceNow API or instance data. This is the default value.
• MID: The action step runs the script from the MID Server. Select this option when the
script needs access to MID Server script files and APIs. Selecting this option displays the
Select MID Server Using field.
• Vanilla (Core JavaScript): The action step runs the script from either the instance or MID
Server. Select this option when the script only needs the core JavaScript APIs and not the
ServiceNow API or instance data.

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 ServiceNow | London release notes

Use connection-specific variables in an integration step

When using an integration step, you must establish a connection with an external system.
Use a Connection & Credential alias instead of defining the connection inline. An alias
enables you to update the connection details once without having to reconfigure every
action. Any action step that uses an alias inherits the attributes associated with it. Flow
Designer displays attributes as data pills that you can drag into your action step. For
example, you can create a page size attribute that becomes a REST step query parameter.

Activation information
The ServiceNow IntegrationHub Installer plugin (com.glide.hub.integrations) requires a
separate subscription and must be activated by ServiceNow personnel. This plugin includes
demo data and activates related plugins if they are not already active.

Interaction Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Interaction Management is a new application in the London release.

Interactions represent a request for assistance through a given channel. Agents use
interactions to record requests from different channels, such as walk-ups, chat
conversations, or phone calls. Interaction Management provides a basic framework for other
applications to be built on. With interactions, you can:

• Assign interactions to specific users

• Automatically assign interactions using assignment groups
• Control the routing for an interaction
• Follow the interaction history

Interaction management features

Interaction queues

Use interaction queues to direct questions and requests to assignment groups. You can also
use interaction queues to define the default messages, schedule, and escalation path for
each queue.

Interaction connectors

Use interaction connectors to provide a framework for connecting an interaction to a

communication channel, for example chat, walk-up, or a phone call.

Activation information
An administrator can activate the Interaction Logging, Routing, and Queueing plugin
[com.glide.interaction] to access the functionality.

For more information, see Interaction Management.

Knowledge Management release notes

Last updated: July 26, 2018

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 ServiceNow | London release notes

Last updated: July 26, 2018

ServiceNow® Knowledge Management product enhancements and updates in the London

release.

New in the London release

Knowledge User Criteria Diagnostics

Run user criteria diagnostics to view which users have what type of access to knowledge
bases and articles.

Actionable Knowledge Feedback

Manage high volumes of article feedback by enabling automatic task generation for
negative feedback.

Improve knowledge search rankings using SEO

Improve knowledge search results from external search engines like Google by using the
content in an article template field to generate SEO tags for articles created using that
template.

Knowledge blocks

Simplify knowledge authoring for writers and knowledge consumptions for readers with
reusable knowledge blocks, which can be inserted into knowledge articles and are secured
by user criteria.

Changed in this release

Pagination for Knowledge Service Portal

Use pagination to navigate through knowledge base search results in the Knowledge
Management Service Portal.

Knowledge article access in the Knowledge Service Portal

Make knowledge articles visible to external or public users by enabling knowledge articles
on the Knowledge Management Service Portal.

Activation information
Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to
enable advanced features for Knowledge Management. For more information on activating
the plugin, see Activate the Knowledge Management Advanced plugin

Activate the Knowledge Management Service Portal plugin

(com.snc.knowledge_serviceportal) to use the Knowledge Management Service Portal. For
more information on activating the plugin, see Activate the Knowledge Management Service
Portal plugin

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 ServiceNow | London release notes

The Knowledge User Criteria Diagnostics feature is included in the Knowledge v3 plugin,
which is enabled by default.

MetricBase release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® MetricBase product enhancements and updates in the London release.

Use the MetricBase application to collect, retain, analyze, and visualize time series data on
the Now Platform.

London upgrade information

Legacy triggers are available only to upgraded instances. New activations of the MetricBase
application do not include legacy triggers.

New in the London release

Create a MetricBase band trigger

Create a MetricBase band trigger to use with Flow Designer to detect when a metric value
meets a certain threshold or is within a range.

Create a MetricBase linear predictor trigger

Create a MetricBase linear predictor trigger to use with Flow Designer to detect when a
metric value is expected to cross a specified threshold within a specified time with a
specified confidence level.

Create a MetricBase gap trigger

Create a MetricBase gap trigger to use with Flow Designer to detect when new metric
values have not been stored for a metric for a specified period.

Changed in this release

Create a legacy MetricBase trigger

Create a trigger to run a script. The trigger is based on static thresholds you create. Data is
checked when added to the MetricBase database. The legacy MetricBase trigger is
deprecated and is unavailable for new instances, but is still available on instances upgraded
from a previous release.

Create a legacy MetricBase trigger level

Define levels or ranges for a trigger. The legacy MetricBase trigger level is deprecated and is
unavailable for new instances, but is still available on instances upgraded from a previous
release.

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 ServiceNow | London release notes

Activation information
The MetricBase product requires a separate subscription and must be activated by
ServiceNow personnel. A demonstration plugin with sample tables, metrics, triggers, and
data is available. Be sure to request the MetricBase Demo plugin with the MetricBase
product.

MID Server release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® MID Server product enhancements and updates in the London release.

London upgrade information

• There is a new process for accessing the install.service-now.com download site for MID
Server upgrades. New ServiceNow instances handle all traffic from the download site,
which eliminates the need for MID Server host machines to connect with install.service-
now.com. However, instances upgraded to the London release require their MID Servers to
send their initial upgrade requests through install.service-now.com. After the first upgrade,
MID Servers can send subsequent auto-upgrade requests directly to the instance, when
the mid.download.through.instance system property is set to true. For details, see MID
Server upgrade.
• The change to the Java Runtime Environment (JRE) installation procedure for new MID
Servers does not affect upgrades of existing MID Servers. These MID Servers receive the
supported JRE version when they upgrade.

For additional information about MID Server upgrades, see:

• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID
Server's ability to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

New in the London release

MID Server download and upgrade process

For new instances, the MID Server host no longer communicates with
install.servicenow.com to download the installer or to request an auto-upgrade. Instead, the
MID Server sends a request to the instance, which retrieves the file from the download
server and makes it available to the MID Server.

Nmap installer download process

New ServiceNow instances handle all download requests for Nmap from the MID Server.
The MID Server host machine no longer requires a connection to install.service-now.com to
download and install Nmap. The instance retrieves the requested package from the
download site and makes it available to the MID Server.

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 ServiceNow | London release notes

MID Server selection override filters

Write your own filter condition that overrides the normal MID Server selection criteria for an
application. In this release, the platform provides an override condition for MID Server
capability in Cloud Management.

MID Server auto-upgrade

Use these properties to control MID Server auto-upgrades:

• mid.download.through.instance: Enables existing MID Servers to send auto-upgrade

requests to the instance rather than upgrading directly through the MID Server host.
• concurrent.dist.download: Sets the maximum number of concurrent MID Server auto-
upgrades permitted by the instance.

MID Server duplicate name check

On startup, the MID Server verifies that its name is unique. If the name is not unique, the
MID Server shuts down and creates a record in the MID Server Issue [ecc_agent_issue]
table.

Changed in this release

Nmap error message for Service Mapping

If Service Mapping selects a MID Server for credential-less Discovery that does not have the
Nmap capability, the dependency map displays the error message on the configuration
item (CI) rather than in the MID Server log.

Credential synchronization

You can control how customized reference fields on the Credential [discovery_credentials]
table are synchronized with MID Servers.

IP range auto-assignment

IP range auto-assignment was moved from MID Server Guided Setup to the Discovery
Quick Start wizard. IP ranges are assigned automatically to MID Servers after subnet
Discovery has identified the available ranges.

Java Service Wrapper

The MID Server installer includes the Tanuki Software Java Service Wrapper, version 3.5.34.

Flow designer memory control

The mid.process_flow.log_listener.max_size property sets the maximum size in bytes

of memory available to save log messages for Flow Designer actions running on a MID
Server.

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 ServiceNow | London release notes

Removed in this release

The installation prerequisite for the Java Runtime Environment (JRE) has changed for new
MID Servers. You must install the supported JRE manually on each MID Server host or verify
that the correct version is already running. There is no change in the way the instance
upgrades existing MID Servers to the supported JRE version. See MID Server system
requirements for JRE version information.

Activation information
Platform feature – active by default

Notifications release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® platform notifications enhancements and updates in the London release.

London upgrade information

If you are upgrading from a pre-Jakarta release and want to enable randomized watermarks
in email notifications for upgraded instances, activate the Random Watermark Support
plugin (com.glide.email.random_watermark). This plugin includes system properties for
managing a watermark transition period, during which the system recognizes both
randomized watermarks and non-randomized watermarks in emails created before
upgrading. For details, see Notifications upgrade information.

New in the London release

Notifications in messaging applications

Enable users to receive their ServiceNow platform notifications in Slack or Microsoft Teams
messaging applications. Use the Now Actions app to configure the messaging apps for
your instance.

Email access restrictions

Use the Email Access Restriction [email_access_restriction] table to define conditions that
control read access to an email record generated by a notification containing sensitive
information. These conditions are processed by the base system ACL for the Email
[sys_email] table. When you specify conditions to restrict access for a notification, the
email records are visible only to users that match the conditions specified for the
notification.

Changed in this release

Search bar in notification preferences

In UI16, the Notifications tab of the System Settings window includes a search bar. Use it to
find a specific notification in your preferences or get a list of all your notifications in
alphabetic order.

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 ServiceNow | London release notes

Activation information
• Platform feature - active by default.
• To activate notifications in messaging applications, request the Messaging Notification
plugin (com.glide.notification.messaging) through the HI Customer Service system. This
plugin activates related plugins if they are not already active. Integrations with third-party
systems also require a separate IntegrationHub subscription.
• Notifications upgrade information

Notifications upgrade information for the London release.

Notifications upgrade information

Last updated: July 26, 2018
Last updated: July 26, 2018

Notifications upgrade information for the London release.

Randomized watermark support

After you upgrade to London from a pre-Jakarta release, you can activate the Random
Watermark Support (com.glide.email.random_watermark) plugin, introduced in Jakarta. This
plugin enables randomized watermark generation for email notifications. The system
generates all new outbound emails with the randomized watermark.

However, your instance may still need to process older inbound emails containing non-
randomized watermarks sent before the Random Watermark Support plugin was activated.
With the plugin, the system recognizes both randomized and non-randomized watermarks
in inbound emails.

Random Watermark Support adds the following properties for controlling watermark
generation:

• glide.email.watermark.generate_random — Generates randomized watermarks only. This

property is set to true when the plugin is activated. For non-randomized watermark
generation, set this property to false.
• glide.email.watermark.parse_restrictive — Determines the type of watermark generation in
effect and processes watermarks accordingly. This property is set to false when the plugin
is activated, so the system recognizes randomized and non-randomized watermarks.

To activate the plugin, navigate to System Definition > Plugins, and select Random
Watermark Support.

Before activating randomized watermark support

• Determine a watermark transition period during which the system must recognize both
randomized and non-randomized watermarks. This transition period is the time needed for
the system to process all outbound email replies containing non-randomized watermarks.
• Review the following items to determine if they parse watermarks and must be updated to
handle randomized watermarks:
Inbound email actions
Business rules
Mail scripts or script includes

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 ServiceNow | London release notes

For example, if you have a mail script that uses non-randomized watermarks, consider
revising the script so that it can handle the longer randomized watermark format, such as:
MSG3846157_ aLJc130zDhCVuh3spXmt.

After the watermark transition period ends

When outbound emails no longer contain non-randomized watermarks, change the
watermark parsing behavior to recognize randomized watermarks. Set the
glide.email.watermark.parse_restrictive property to true so that the system recognizes
randomized watermarks only.

Notify release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Notify product enhancements and updates in the London release.

New in the London release

Conference call management

Use these features to manage conference calls:

End conference call

The End Conference Call related link appears in the Incident Communication Plan
Management form. After a conference call is initiated, users with the ia_admin role can
choose to join or end a conference call.

Adding participants based on group

Added the Group field to the Notify Participant (notify_participant) table. The major
incident manager or communication manager can use this field to add groups to a
conference call. When a group is selected, the group member who is on-call at that time is
added to the conference.

Conference call leader

You can have a conference call leader who can initiate and end the call as well as kick,
mute, and unmute call participants. A conference call leader can be any user with the
ia_admin role or a user with the itil role who is assigned to the incident communication
plan or the incident communication task.

Group name of a participant

If a conference call participant is a member of only a single group, then that group name is
stored in the notify_participant record. If a participant is a member of multiple groups,
then a formatter containing all those groups is displayed on the notify_participant record.

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 ServiceNow | London release notes

Changed in this release

Conference call management

Changes to conference call management features:

Recommended and Selected lists for conference call management

The Recommended section no longer displays the frequently called participants as the
frequent callers may not always be relevant for the incident. In the Selected section, the
user who initiates the conference call is added.

Notify role inheritance

Users with the itil role inherit the notify_view role when the Incident Communications
Management (com.snc.iam) and Notify (com.snc.notify) plugins are activated. The
notify_view role lets these users view the Notify Conference Call Participant Session
(notify_participant_session) table.

Password Reset release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Password Reset product enhancements and updates in the London release.

The Password Reset application enables an end user to reset or change a password using a
self-service process. Alternatively, your organization can implement a process that requires a
service desk agent to reset passwords for end users.

London upgrade information

Platform feature – upgraded by default.

Note: The Password Reset application is not available during upgrade.

New in the London release

Specify the style sheet to apply to end-user pages

Specify a custom style sheet using the Style sheet to apply to end-user pages during the
password reset process. property. The Identify, Verify, and Reset pages use the specified
style sheet. The following image shows the Identify page:

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 ServiceNow | London release notes

History policy for local credential store

Select the Enforce history policy check box to ensure that users do not reuse passwords.
For example, you might configure the history policy to not allow the user to reuse any of
the previous 10 passwords.

History policy for Active Directory (AD) credential store

Select the Enforce history policy check box to enforce both of the following password reset
policies:

• History policy (password reuse): Active Directory domains can be configured to include a
history policy that ensures that users do not reuse passwords. For example, the history
policy might be configured to not allow the user to reuse any of the previous 10
passwords when resetting a password.
• Maximum number of reset attempts: You can configure the maximum number of attempts
to reset a password. A user who fails to reset the password (by failing password policies
or the history policy) the specified number of times is blocked.

Send reminders to enroll for Password Reset

You can automatically send messages that remind users to enrolled in the Password Reset
process. You specify the text of the message and can configure the messages to repeat at
intervals.

Redirect to the login page after password reset

You can specify the URL of the page that opens for users after they successfully reset their
password — typically the login page. See the Post-reset URL property setting on the Details
tab of the Password Reset Processes form.

Customize the UI for resetting passwords

You can specify UI macros that add a header or footer to the pages that end users work in
while resetting a password (the Identify, Verify, and Reset pages).

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 ServiceNow | London release notes

Integrate McAfee disk encryption with the Password Reset Windows Application

You can enable McAfee MDE 7.2 on a Windows desktop computer to support the Password
Reset Windows Application. Download the installer and PDF user guide for Password Reset
Windows Application version 4.0 from the Password Reset Windows Application
[KB0542328] article in the HI Knowledge Base.

Enable the Password Reset Windows Application to set the display language for the session

When the Password Reset Windows Application starts, the application passes the Windows
language code to the instance. The instance then dynamically sets the language for the
guest user session. Download the installer and PDF user guide for the Password Reset
Windows Application [KB0542328] article in the HI Knowledge Base.

The process of configuring client proxy settings is significantly simplified

You configure all proxy settings as registry keys. Download the installer and PDF user guide
for Password Reset Windows Application version 4.0 from the Password Reset Windows
Application [KB0542328] article in the HI Knowledge Base.

Changed in this release

Default security questions in all supported languages

The base system provides a large set of default questions in all supported languages.
Questions are presented to each user in the language that the user requested during login.
Creating a custom English language question is a one-step process. To create a custom
question in a non-English language, you can use either of the following options:

• Create a custom question in the non-English language.

• Create a custom English language question plus one or more translations of the question
into other languages.

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 ServiceNow | London release notes

Installed with Password Reset

Tables, roles, business rules, scripts, and workflows have been added to the Password Reset
application. Some items existed in earlier releases and are documented for the first time.

Enroll for the Password Reset program on a mobile device

End users can enroll for most Password Reset programs on a mobile device. You cannot use
a mobile device to enroll for a Password Reset process that uses the Google Authenticator
verification.

Security questions are presented randomly

For the Security Question verification process, questions are selected at random and are
presented in random order.

Activation information
• A simple version of the Password Reset application is active by default and includes
example verifications. The base system enables connections only to the Local ServiceNow
Instance credential store type. For details, see Credential stores for Password Reset.
• To enable connections to Active Directory (AD) and Remote (SOAP) ServiceNow Instance
credential store types, you must activate the Password Reset - Orchestration Add-on
plugin. The plugin also activates the Password Reset Windows Application
(com.glideapp.password_reset_desktop). No other components are installed.
Orchestration is available as a separate subscription. See Activate the Password Reset -
Orchestration Add-on plugin.

Platform quality and performance release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Platform Quality and Performance product enhancements and updates in the
London release.

New in the London release

Debug log displays invalid query script syntax conditions

When Debug Log is enabled, the debug session displays information about invalid queries
found in scripts. Common syntax errors, such as spelling mistakes and invalid field
references, are flagged as invalid queries.

Activation information
Active by default.

Platform security release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® platform security product enhancements and updates in the London release.

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 ServiceNow | London release notes

New in the London release

Instance Security Dashboard (PA)

Use the Instance Security Dashboard (PA) to view the compliance effectiveness of your
instance security controls, view security event monitoring metrics, and configure and
maintain instance security settings.

New security properties

Use new security features to prevent XXE attacks, as detailed in the ServiceNow Instance
Hardening [KB0550654] article in the HI Knowledge Base.

Changed in this release

Delegated development and deployment

Delegated development allows designated users without the admin role to develop or
deploy applications on the ServiceNow platform.

Securing data in domain-separated instances

The London release includes changes to better secure your data in domain-separated
instances. These changes may result in some data not appearing in reports or lists. Review
your access controls for any field that no longer appears in reports or lists.

Assigning admin and security_admin roles

• To grant the admin role to a user, the granting user must also have the admin role. For
example, a user with only the user_admin role cannot grant the admin role to other users.
• To grant the security_admin role to a user, the granting user must also have the
security_admin role and must elevate to the security_admin role before granting the
security_admin role to other users. A user with only the admin role cannot grant the
security_admin role to other users.

Adding users to admin and security_admin groups

• Non-admin users cannot add a user to a group that contains the admin role.
• A user without the security_admin role cannot add a user to a group that contains the
security_admin role.

Removed in this release

• The Now Platform no longer supports creating new Triple DES keys for an Encryption
Context, but continues to support previously-created Triple DES keys. Previously-created
Triple DES keys are listed in the Encryption Contexts with a Type of 3DES.

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 ServiceNow | London release notes

Activation information
The Instance Security Dashboard (PA) is active if the Performance Analytics – Instance
Security Dashboard plugin (com.snc.pa.instance_sec_dash) is active.

Delegated development and deployment is a platform feature that is activated when

Application Administration is selected in the application record.

Search Administration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Search Administration product enhancements and updates in the London

release.

New in the London release

Reindexing a table without impacting text search results

You can reindex the text search for a parent or child table in a table hierarchy. In previous
releases, the Regenerate Text Index related link in System Definition > Text Indexes purged
the text search index for the selected table before rebuilding, resulting in impacted search
results during regeneration.

Using online reindex, you can continue to perform text searches on a table while the
regeneration takes place. This method does not purge the entire text search index, nor
adversely impact search results while running. It is also useful when you only want to
reindex part of a table hierarchy (for example, the sc_cat_item table under the
sys_metadata hierarchy).

Note: The online reindex process automatically runs on the sys_metadata table
after the London upgrade completes, with no noticeable impact on search
performance. If you must disable it, set the
glide.ts.reindex.sys_metadata.after.upgrade system property to
false. See Available system properties .

Activation information
Platform feature - active by default.

Service Portal release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Service Portal product enhancements and updates in the London release.

Service Portal is a portal framework that helps you build a mobile-friendly self-service
experience.

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 ServiceNow | London release notes

London upgrade information

• In new instances, search facets are enabled by default. If upgrading from a previous
release, enable search facets by activating a record in the Page Route Maps
[sp_page_route_map] table. See Enable search facets.
• Validate user input in a specific field type using a validation script. In new instances,
Service Portal includes XML, Script, Script (Plain), Email, and Version validation scripts by
default. If upgrading from a previous release, the Mobile and Service Portal version is not
active by default. You must activate the Mobile and Service Portal version of the validation
script to validate user input in the Service Portal. See Activate Service Portal validation
scripts.
• In new instances, guided tours in Service Portal are enabled by default. If upgrading from a
previous release, you must enable the com.snc.guided_tours.sp.enable system property to
create a guided tour in Service Portal. See Activate guided tours for Service Portal.

New in the London release

Filter Service Portal search results using search facets

Enable your end users to filter search results for a more meaningful result set. Create facets
for simple or advanced search sources.

Paginate search results

Limit the number of results that a search source displays at one time to improve
performance. End users can load more results as needed.

Create Guided Tours for Service Portal

Create a guided tour for a Service Portal page to guide users through the content step by
step. In the base system, tours can only be manually launched from pages that use the SP
Header Menu. Manually launched tours do not display on pages with custom header menus.

Set the duration that info and error messages persist

Use the glide.service-portal.notification_timeout.seconds system property to set the

duration in seconds that error and info messages remain on the screen before they are
auto-dismissed. If set to 0, messages do not auto-dismiss and require that a user close
them. The default value is 5.

Test Service Portal forms using the Automated Test Framework

Write automated tests to validate Service Portal forms. The following Automated Test
Framework (ATF) test steps are available:

• Open a Service Portal form

• Set field values on a form
• Validate field values
• Validate field states
• Check UI action visibility

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 ServiceNow | London release notes

• Click a UI action
• Validate form submission

Use validation scripts in Service Portal

Validate user input in a specific field type using a validation script. In new instances, Service
Portal includes XML, Script, Script (Plain), Email, and Version validation scripts by default. If
upgrading from a previous release, the Mobile and Service Portal version is not active by
default. You must activate the Mobile and Service Portal version of the validation script to
validate user input in the Service Portal. To use a validation or UI script in Service Portal,
change the UI type to Mobile / Service Portal or All. See Activate Service Portal validation
scripts.

Change the display style of the Announcements widget

Select the Use Display Style instance option to display each announcement in the widget
according to the style defined in the announcement record. Before selecting this option,
consider how the widget will display if multiple announcements in the widget use different
styles.

Changed in this release

Announcements

The To field is no longer required when creating announcements. If the field is not defined,
the announcement continues to display until it is deactivated.

Search Page widget

The Faceted Search widget replaces the Search Page widget. Use the sp_search page to
enable users to filter search results using the Faceted Search widget. See Enable search
facets.

Activation information
• Service Portal is active by default on new instances. For upgraded instances, activate the
Service Portal for Enterprise Service Management plugin (com.glide.service-portal.esm) if
you have the admin role. Activating the Service Portal plugin does not affect any existing
Content Management System (CMS) configuration. For more information, see Content
Management and Service Portal.

Subscription Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Subscription Management product enhancements ands updates in the London

release.

You use the Subscription Management application to review and manage how purchased
subscriptions are used on your production instance. You can monitor usage of subscription
applications to update subscription levels and to make informed decisions about
subscription purchases.

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 ServiceNow | London release notes

London upgrade information

Platform feature – upgraded by default.

New in the London release

View the roles that are associated with a subscription

The Application Roles related list on the Subscriptions page includes all roles that are
loaded with the plugin for the application. The roles in the list (that are identified as
Subscription roles) form a good basis for constructing a user set.

Changed in this release

Subscription page lists only active subscriptions

The Subscription page lists only subscriptions that are currently active (have not expired).
To view expired subscriptions as well, set the list filter to All.

Admin role required to change Limit to purchased setting

The Limit to purchased setting ensures that you do not exceed the purchased subscription
limit while attempting to allocate users. The setting affects whether you can use the
Allocate selected users button for users in the Pending state.

Activation information
Platform feature – active by default.

System upgrades release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® System upgrades feature enhancements and updates in the London release.

New in the London release

Debug upgrade

Diagnose and resolve issues you suspect may have resulted from the most recent upgrade
by enabling upgrade debugging during a user session. Each transaction lists whether an
artifact was skipped, customized by the customer, or modified by ServiceNow during the
last family-to-family or patch version upgrade.

Debug Upgrade is a component of standard ServiceNow session debugging. You enable

Debug Upgrade, process a transaction (for example, load a form), and then analyze the
reported upgrade information.

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 ServiceNow | London release notes

Changed in this release

Inactive choices included in table definitions for applications and plugins

Before this release, inactive choice values (sys_choice inactive attribute = true) were not
included in table definitions when you published an application. For example, if a choice set
contained Red, White, and Blue choices, but Blue was inactive, only Red and White would
be included in the table definition.

In addition, ServiceNow plugins did not contain inactive choices in table definitions.

Starting in this release, table definitions include inactive choices when you publish
applications. When you install or upgrade a published application, the inactive choices load
into the client table. Two new system properties
(com.snc.apps.publish.include_inactive_choices and
glide.db.table.update_inactive_choices_enabled), which by default, are set to true, control
the behavior of publishing applications and the behavior of installing applications.
ServiceNow plugins also include inactive choices in table definitions.

Note: You can enable old behaviors for inactive choice table selections. Manually
set the two system properties to false in the instance in which applications
are published, and in the instance in which they are installed. See Add a
system property .

Activation information
Platform feature — active by default.

Table administration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Table administration product enhancements and updates in the London

release.

New in the London release

Rollback and Delete recovery

Recover deleted records and roll back some actions.

Activation information
Platform feature — active by default.

Task Communications Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Task Communications Management is a new application in the London release.

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 ServiceNow | London release notes

New in the London release

The Task Communications Management provides a framework for defining and handling a
communication process for any entity that extends the Task table. It helps you to streamline
a communication process by creating designated plans for effective communication during
an event. It handles communication plans for any table that extends the Task table. It also
provides the ability to setup designated communication plans, channels, templates,
messages, and recipients for any task.

It reduces time to notify resolver groups and time to restore services with a pre-defined
incident response and communication plan, increases customer satisfaction by proactive
and subscription-based communication, improves collaboration and communication process
by letting customers use the chat client they are collaborating in.

Communication Plan

Define the stakeholders who should be informed, what information should be shared, when
the information should be delivered, and the methods of communication.

Communication Task

Specify the mode of communication (channel) and the frequency at which the
communication must be carried out.

Communication Contact

Define the recipients of a particular communication plan to determine the target audience
involved in each communication task and the responsibilities they are expected to handle.
Earlier, using contract management, you could only define users and groups. Now, you can
also define a Recipient list. This functionality is provided by the Targeted Communications
(com.sn_publications) plugin. You can dynamically define the recipients of a particular
communication plan using the recipient list.

Communication Channel

Define a communication channel for each communication task to determine which mode of
communication to use for the task when a plan is attached to an incident. There are three
modes of communication available: email, SMS, and conference.

Activation information
The Task Communications Management plugin
(com.snc.task_communication_management) is not available for independent activation.
Currently, the plugin is activated when you activate the Incident Communications
Management plugin (com.snc.iam), the Incident Management - Major Incident Management
plugin (com.snc.incident.mim), or Major Issue Management plugin (com.sn_majorissue_mgt).

For more information, see Task Communications Management.

Timeline Visualization release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

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 ServiceNow | London release notes

ServiceNow® Timeline Visualization product enhancements and updates in the London

release.

With a timeline visualization, you can view your organization's activities over time. The
visualization helps you assess the impact of future strategic and operational activities such
as change requests and projects.

Removed in this release

• The Timeline Visualization plugin is no longer dependent on the Project Management
(com.snc.project_management_v3) plugin. Activating the Timeline Visualization plugin
does not activate the Project Management plugin.
• Activating Timeline Visualization does not activate the CIO roadmap. You must activate
the Project Portfolio Management (com.snc.financial_planning_pmo) plugin to use the CIO
roadmap with timeline visualization.

Activation information
Users with the admin role can activate the Timeline Visualization
(com.snc.timeline_visualization) plugin. To use CIO roadmap with timeline visualization, you
must activate the Project Portfolio Management (com.snc.financial_planning_pmo) plugin.

UI release notes
Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® UI enhancements and updates in the London release.

London upgrade information

The List v3 plugin is no longer available for new deployments.

Changed in this release

List v3 support changes

Activating this plugin is not recommended if your organization has large or complex
datasets, or if you are accustomed to the feature set and performance of List v2.

Virtual Agent release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Virtual Agent is a new feature in the London release.

Virtual Agent is a conversational bot platform for providing user assistance through
conversations within a messaging interface. Use Virtual Agent to build automated agents,
also called bots, and design the conversations that your users can have with these bots to
obtain information, make decisions, and perform common work tasks. During these
conversations, your users can transfer to a live agent at any time for help, providing them a
seamless support experience.

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 ServiceNow | London release notes

Virtual Agent features

Virtual Agent conversational interface

Enable your users to interact with a chatbot or live agent through various Virtual Agent
interfaces:

• A web-based interface in Service Portal and in Apple iOS and Google Android
environments.
• Messaging interfaces for third-party messaging applications, through integrations for
Slack and Microsoft Teams.

Virtual Agent Designer

Use Virtual Agent Designer to build bot conversations that assist your users with common
work issues or self-service tasks. Virtual Agent Designer is a graphic tool for creating the
dialog flows of bot conversations, called topics. In a topic, you define the dialog exchanged
between a virtual agent and a user to resolve an issue or accomplish a specific goal.

Predefined topics are available for the ServiceNow® Customer Service Management, HR
Service Delivery, and IT Service Management products.

Live Agent support

Give your users the option to switch to a live agent for assistance during bot conversations.
Virtual Agent is integrated with the Live Agent module for managing agent chat queues,
including the chat interactions transferred from a virtual agent to a human agent.

Activation information
To activate this feature, request the Virtual Agent (com.glide.cs.chatbot) plugin through the
HI Customer Service system.

See Virtual Agent for more information.

Web services release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Web services product enhancements and updates in the London release.

New in the London release

External user REST API security

Increase the security of sensitive data in your instance by preventing unauthorized external
users from accessing scripted REST API resources.

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 ServiceNow | London release notes

Inbound REST API rate limiting

Use rate limit rules to limit the number of inbound REST API requests processed per hour to
prevent excessive use.

Install an ODBC driver patch

Use ServiceNow patches to install incremental ODBC fixes that occur between major ODBC
releases.

Support for custom request content types

Added support for the following custom content types in scripted REST APIs:

• Custom user-defined content types, with the ability to safely parse custom content types
to JavaScript objects
• application/x-www-form-urlencoded requests using standard request APIs

Activation information
External user REST API security is a platform feature that is active by default if the REST
APIs - Explicit Roles (com.glide.explicit_roles) plugin is already active on that instance.

Inbound REST API rate limiting is a platform feature that is active by default.

Install incremental ODBC fixes does not require activation.

Support for custom request content types is a platform feature that is active by default.

Workflow release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Workflow product enhancements and updates in the London release.

Workflow provides a drag-and-drop interface for automating multi-step processes across

the platform. Each workflow consists of a sequence of activities, such as generating records,
notifying users of pending approvals, or running scripts. The graphical Workflow Editor
represents workflows visually as a type of flowchart. It shows activities as boxes labeled with
information about that activity and transitions from one activity to the next as lines
connecting the boxes.

New in the London release

Display approvers in workflow stage fields

Enable workflow stage fields to display approvers, change the number of approvers to
display, or disable displaying approvers.

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 ServiceNow | London release notes

Retain activity scratchpad values

View activity scratchpad values from the Workflow Activity History Scratchpad
[wf_history_scratchpad] table. Workflow Activity History Scratchpad is also an embedded
list in Worfklow Activity History records.

Activation information
Platform feature — active by default.

Application development release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Application development has new and updated features in the London release.
• Contextual development environment release notes

ServiceNow® contextual development environment product enhancements and updates in

the London release.
• Delegated development and deployment release notes

ServiceNow® delegated development and deployment product enhancements and

updates in the London release.

Contextual development environment release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® contextual development environment product enhancements and updates in

the London release.

The Now Platform is a contextual development environment that identifies the scope of
every artifact for an application, manages files, and prevents changes that violate application
access settings. Within the contextual development environment, a developer can easily
view and select applications, enforce application version standards, and proactively create
policies that protect existing scripting.

New in the London release

Globally scoped applications file management

Move existing globally scoped metadata files between global applications, or remove files
from the currently selected global application.

Delete and uninstall globally scoped applications only if empty

Delete or uninstall globally scoped applications only if they are empty. If a globally scoped
application has associated metadata files, you must first remove the metadata files and
return them to the global scope, or move them to another global application.

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 ServiceNow | London release notes

Scoped and global application rollbacks

Roll back installed scoped applications, including those applications in the global scope.
When you do a rollback, you remove all code, table, and file updates that occurred in the
initial installation. This rollback does not affect the global application record. To remove the
global application record, you must instead perform an uninstall of the application.

Extension points

Create and embed custom code hooks, called extension points, into scoped and global
application base code. You can use extension points to designate where custom scripts can
be called and then processed to extend base Now Platformfunctionality. Using extension
points to integrate custom scripts eliminates the need to embed them directly into core
application code, which prevents breakage of application upgrade paths.

Restricted caller access privilege settings

Pre-approve or deny requests from application resources in a source scope that request
access to target scope application resources. To restrict or approve access, you use
Restricted Caller Access privilege settings, including:

• Source-to-Scope — Allows or denies access of a specific application resource in a source

scope to all application resources in a target scope. For example, you can specify that a
particular business rule in source Scope A can access all application resources, such as a
table or Script Include, in target Scope B.
• Scope to Target — Allows or denies access of all application resources in a source scope
to a specific application resource, such as a business rule, table, Script Include, or event, in
a target scope. For example, you can specify that all application resources in source
Scope A can access a Script Include in target Scope B.

Changed in this release

Enable global applications creation by default

Enable global applications creation by default. When creating a new application, the Start
from global option is available by default without having to set the
glide.app.creator.global system property to true.

Activation information
To activate application restricted caller access, you activate the Scoped Application
Restricted Caller Access plugin (com.glide.scope.access.restricted_caller).

Delegated development and deployment release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® delegated development and deployment product enhancements and updates

in the London release.

The development and deployment functions enable non-administrators to develop and

deploy applications. As an application administrator, you can delegate development projects

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 ServiceNow | London release notes

to specific non-admin users. You can also assign roles that enable non-admin users to install
or upgrade all applications in specific instances. By delegating these functions, you
distribute the workload among multiple users and streamline the development and
deployment workflow.

New in the London release

Application-specific deployment permissions

Assign a non-administrator user or group as a developer or deployment resource for a

specific application. You can set permissions that designate what specific actions the
assigned user can perform in the current instance.

For example, you might grant permissions that enable a user to upgrade the application,
publish to the application repository and ServiceNow Store, but prevent publishing to an
update set.

Instance-specific deployment user roles

Assign roles that enable non-admin users to install or upgrade all applications in specific
instances. You delegate these tasks by manually assigning specific user roles per instance.
For example, you can assign user roles to Change Management personnel that allow them
to perform application installations in non-production (development or QA) instances.

Activation information
Active by default.

Business Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Business Management has new and updated features in the London release.
• Application Portfolio Management release notes

ServiceNow® Application Portfolio Management product enhancements and updates in

the London release.
• Project Portfolio Management release notes

ServiceNow® Project Portfolio Management product enhancements and updates in the

London release.
• Financial Management release notes

ServiceNow® Financial Management product enhancements and updates in the London

release.
• Agile Development 2.0 release notes

ServiceNow® Agile Development 2.0 product enhancements and updates in the London
release.
• Agile Development — Unified Backlog release notes

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 ServiceNow | London release notes

ServiceNow® Agile Development — Unified Backlog is a new application in the London

release.
• Scaled Agile Framework release notes

ServiceNow®Scaled Agile Framework is a new application in the London release.

• Test Management 2.0 release notes

ServiceNow® Test Management 2.0 is a new application in the London release.

• Time Card Management release notes

ServiceNow® Time Card product enhancements and updates in the London release.

Application Portfolio Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Application Portfolio Management product enhancements and updates in the

London release.

New in the London release

Capability Based Planning

• Create root-level, child, or edit capabilities as well as delete leaf capabilities with the
Manage Relationships button in the Capability Based Planning map. Clicking Manage
Relationship button converts the CBP screen to edit mode so that you can manage the
relationship between the capabilities from within the capability map itself.
• Make strategic decisions using the details of the total investments made in demands and
projects that are attached to each business capability in the CBP map. Capability based
planning integrates with Project Portfolio Management to retrieve the project investment
details and the total number of demands created for a business capability and business
application.
• Organize your business capabilities according to your preference in the hierarchy of the
CBP map using an ID. The levels of all capabilities in a hierarchy from the root level to the
leaf level are assigned an ID called Hierarchy ID. The hierarchy ID of a root capability is
generated based on the order of the capability in the hierarchy. Order is an integer value
automatically assigned to all root-level capabilities. However, the hierarchy ID of a non-
root capability is generated based on the hierarchy ID of its parent. Hierarchy IDs are
automatically generated, prefixed to the capability, and make the Capability based
planning map more intuitive by arranging the capabilities.

The hierarchy ID is automatically updated whenever you add, update the parent, or delete
capability. While adding or updating a capability within the hierarchy, the total number of
levels is restricted to six in the hierarchy.
• Use the pagination option to display business applications attached to the business
capability that you select on the left pane.
• Differentiate the project investments made at the business capabilities level from the
business applications level in the Capability based planning with unique names. The

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 ServiceNow | London release notes

number of project investments made at the capabilities level is named as Total Project
Investments and at the applications level as Project Investments.

Technology Portfolio Management

• Search and filter applications using any attribute of the business application table in the
TPM timeline view by clicking the filter icon. Use the condition builder to refine your
search furthermore.
• Expand the business services and software models and you can distinguish the title from
their respective details. The modified TPM timeline differentiates the titles of business
services and software models in bold face separating them from the details.
• Click the hypertexts of business application, business service, and software models to
navigate directly to their respective forms from the TPM timeline view.
• Assess the risk profile of a business application in the TPM timeline when you are
reviewing the direct and indirect applications in the Capability based planning map. Click
the Risk Profile icon of the business application in the Technology Risk view of the
capability map to navigate to TPM timeline.

Data integrity checks and data cleanup

Ensure data accuracy by running the scripted audits and desired state audit. Running the
audits helps you to know the gaps or missing information in the configuration data of
business capability, business application, software models, and the life-cycle information.

The scripted and desired state audit results are posted on the Notifications section of the
Application Portfolio Management home page. Click the notification to open the related
tasks or the related data certification tasks.

IT business application owners, software model owners, and business capability owners are
granted sn_apm.apm_user role. This is to help them to navigate to Compliance > My Follow
On Tasks in the application navigation, address the notifications they have received, and
update the data.

Demand Creation within APM

Create a demand directly within APM rather than an idea. An idea is a thought about a
possible course of action while a demand is a direct request for an action or response. Since
a demand is action-oriented while ideas are not, creating an idea has been removed from
Application Portfolio Management. Create and view demands in:

• The bubble chart to achieve your application strategies.

• The Application Portfolio Management portal to achieve your goal.
• The Technology Portfolio Management (TPM) timeline for a business application.

You can also add a demand or a project to a business application in the timeline view
page.
• The Capability Based Planning map for the selected capability and at the business
application level.

In addition, you can:

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 ServiceNow | London release notes

Associate the demands to any business capability or business application.

View the consolidated number of demands created for the parent as well as its sub-
capabilities.

• The Demand form when APM plugin is activated, with the mandatory Actions field
capturing the course of action.

Data Certification

Notify the task owners by email when a certification task is newly assigned, reassigned, or
close to expiring. You can configure the setting to true and set the email notifications
Active to enable the functionality.

Business Relationship Management

Associate the business applications and capabilities to the business units and departments
of your organizational structure. The organizational structure defines how the
organizational activities are directed towards the achievement of organizational goals.
Business Unit and Department data element fields are added to the Business Capability and
Business Application forms.

Changed in this release

APM plugin modifications

The Application Portfolio Management [com.snc.apm] plugin is the base plugin for the
application. However, three add-on plugins are available on subscription: analytics –
compatible solution

• Performance Analytics – Content Pack – Application Portfolio Management

[com.snc.pa.apm] plugin to view APM portals and dashboards.
• Performance Analytics – Content Pack – Application Portfolio Management and Change
Management [com.snc.pa.apm.change_request] plugin to access performance analytics
metrics of business applications associated with Change requests.
• Application Portfolio Management, Performance Analytics, Performance Analytics –
Content Pack – Problem Management [com.snc.pa.apm.problem] plugin to access
performance analytics metrics of business applications associated with Problem
management.

Ideas Funnel replaced with Demands Column

The Ideas funnel in the Program Navigation page has been replaced with Demands Column
to enable you to create demands directly as you identify opportunities.

Usability changes

• In Capability based planning map, both Business Capability view and the Technology Risk
view can display direct and indirect business applications that are related to the business
capability.

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 ServiceNow | London release notes

Removed in this release

Since idea is just a thought to a possible course of action whereas demand is more of an
action for a request, the concept of creating an idea within Application Portfolio
Management is removed. Creating Idea actions within the Application Portfolio Management
module from the following portals has been removed:

• Application Portfolio Management Home.

• Bubble charts.
• Capability Based Planning map.
• Technology Portfolio Management timeline.
• New Idea form.
• Program Navigation page.

Activation information
Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin
role.

Project Portfolio Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Project Portfolio Management product enhancements and updates in the

London release.

Project Portfolio Management provides a simplified, team-oriented approach to Project

Portfolio Management and IT development by combining several individual applications. It
enables you to manage your demands, resources, portfolios and projects, and gives you full
visibility from idea to execution. Agile management and test management help you improve
productivity and service delivery.

London upgrade information

• Planning Console: If you are upgrading, the Client side planning console functionality for
project scheduling is disabled. To enable the functionality, you must:
1. Set the project property Enable firing of Business Rules on save from Planning Console
to false, if it was set to true before upgrade.
2. Set the Enable Client Side Planning check box to true.

Note: If you do not have any custom business rules on the fields listed below,
mark Fire BR on Save to false for these fields in planning console column
configuration:
State
Percent Complete
Actual start date
Actual end date
• Resource Management: Changes made to allocated hours now update only allocated
hours in the resource plan. Prior to this, it had updated the planned hours. Because of this
change, if you have customizations around Planned or Allocated hours and cost on the
resource plan or resource allocation, you need to alter these in the London release.
• Demand Management: On a demand form, the value for the new Assessment Required
field is set to true for all existing demands on upgrade.

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 ServiceNow | London release notes

New in the London release

Resource Management

• New UI for creating and managing resource plans: Search for resources and see results in
the Resource Finder. Create resource plans in an intuitive grid interface. The grid interface
also provides a detailed breakdown of resource plans on monthly and weekly time frame.
You can edit the breakdown values inline. Clicking the Manage button in Resource Plan
related list on project and demand forms opens the new resource plan creation interface.
• Enhanced Resource Allocation Workbench: Through Allocation Workbench, resource
managers can create a personalized allocation board to view a category-wise list of their
resources. You can review all requests in one place for your team in the grid interface. You
can also see the available hours for requested users and allocate resources in the best
possible way.
• Complete and Cancel resource plan actions for a closed project and demand: Closing a
project or demand prompts the demand and project managers to complete or cancel the
associated open resource plans. Project and demand budgets include only resources that
are actually working on the project or demand.
• Automatic update of cost plan from resource plan: The cost plan associated with a
resource plan is automatically updated when the Planned cost in the resource plan is
updated.
• The table Requested Allocation Daily [resource_aggregate_daily] stores requested hours
at daily level.
• Use the Use budget reference rates to calculate the Resource requested/allocated cost
(com.snc.resource_management.use_budget_reference_rates) property in the Resource
Management properties to obtain accurate, period-specific planned costs when foreign
currencies are involved.

If you are an upgrade customer, you may want to enable this property since it is by
default set to No. Note that, the existing cost plans created from resource plans will not
be recalculated.

Client side planning console

Prevent time lags and build your project structure faster because you do not need to save
every interaction in planning console in the cloud-based server. The option is enabled by
default for new customers.

Investment Portal

Create a personalized investment board and track your key projects and demands in terms
of their cost, schedule, and scope. Investment Portal replaces the Project Status Portal that
was introduced in the Jakarta release. For upgraded customers, Investment Portal co-exists
with Project Status Portal. If you are a new user (and London is your first release), only
Investment Portal is available.

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 ServiceNow | London release notes

Project Management

• Create and manage the resource plans for a project and project tasks using the Resources
tab in Project Workspace.
• Capture costs and benefits of a project using the Financials tab in Project Workspace.
This tab provides a detailed breakdown of cost components of a project in a grid view.
You can create a cost plan and benefit plan for the project. You can edit the breakdown
values of a cost or benefit plan inline, making your editing faster and easier.
• Use the Actions related list on Project form to list the action items identified for the
project. The same information is rolled up to a new section, Actions in the project status
report.
• Copy an existing project status report including all fields into a new project status report
using Copy option.
• Project baseline: In addition to a task baseline, you can also create a financial baseline for
a project, which captures benefit and financial metric information (snapshot of cost plan,
benefit plan, and project-level financial metrics) of the project.
• Determine if the time component in actual start and end dates should always be derived
from the time in planned start and end dates respectively. Use the Derive time component
from planned dates field on Project form to do this.
• Update planned end date of a manual project from actual start date and planned duration
by using the Enable alter of planned date with Actual for Manual Project project property.
The property is set to true for upgrade customers if you have a manual project before
upgrade.
• Use the Calculate Estimate at Completion related link to populate the Estimate at
completion field with the sum of actual costs from periods prior to the currently open
forecast period, and future planned costs for the entire project.
• Project stakeholders are stored in a new Project Stakeholder
[pm_m2m_project_stakeholder] table.

Planning Console

• Determine if the dates in the planning console should be displayed with or without time
component by using the field Project schedule date format on Project form.
• Resize the grid and Gantt chart in planning console. Scroll bars are now available on each.
• You can visualize the baseline for milestones in planning console. Baseline visualization for
milestone tasks was not available earlier.

Demand Management

• Reset a demand to Draft state: Set a demand back to Draft state from any demand state.
A demand can be set back to Draft state only until an artifact such as project,
enhancement, defect, or change is created from the demand.
• Use the Assessment Required check box on Demand form to disable triggering
assessment questionnaire to demand stakeholders. The field is set to True by default.

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 ServiceNow | London release notes

• Demand baseline: Create a financial baseline for a demand, which captures benefit and
financial metric information (snapshot of cost plan, benefit plan, and demand-level
financial metrics) of the demand.

Project Financials

• Multi-currency support:
Project planned costs and planned benefits are always captured in the functional
currency. Functional currency is obtained from the glide.system.locale property. For
upgraded customers, the currency configured in the
com.glide.financial_management.currency_code property is used to calculate the total
planned cost, capital expenditure, and operating expenditure of the project.
Cost plans created in foreign currencies are converted to the functional currency using
the exchange rates in the budget reference rates table.
Benefit plans created in foreign currencies are converted to the functional currency
using the exchange rates in the budget reference rates table.

• Extend the duration of a cost plan by creating a cost plan breakdown record.

Changed in this release

Changes in Resource Management

• For a resource plan in Allocated state, changes made to allocated hours now update only
allocated hours. Previously, it updated the planned hours. Any changes to the Resource
Allocation now change only the Confirmed/Allocated cost and leave the Planned cost as
the baseline.
• Change Allocation on Actuals Hours: Resource managers can now make allocation
changes even if the resource plan has actual hours booked.
• The following fields on resource management forms are renamed:
Requested hours to Planned hours.
Allocated hours to Confirmed/Allocated hours.

Changes in Project Management

• When you change the state of a project task to Closed complete, the Percent complete
field is set to 100 and becomes read-only.
• Updating the project state from Closed to Work In Progress, Pending, or Open is not
allowed. If you need to reopen a closed project, reopen an existing project task or add a
new task to the project. This moves the project from Closed to Work in Progress state
without affecting the other closed tasks.
• The planned start date is copied over to actual start date when the state of a project task
changes to Work in Progress. And the planned end date is copied over to actual end date
when the state of the task changes to Closed. The actual dates previously defaulted to
the date and time when the state change happened.

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 ServiceNow | London release notes

• You can assign users with a time card user-role to a project task. However, a time card
user can not modify the assigned project task.
• The Summary tab in project workspace is renamed Analytics.
• You can navigate to Project Workbench using Planning tab in Project Workspace.
Previously, the Tracking tab in Project Workspace was used for opening a project in
Project Workbench.

Changes in Demand Management

• The Portfolio field on Stakeholder Register form is no longer mandatory.

• The Submit button on a demand record in Draft state is renamed as Submit Demand.
• The values in Score, Risk, and Value fields are recalculated when the metrics influencing
these values such as cost plan, benefit plan, or resource plan are updated for a demand in
Qualified or Approved state. The field values are recalculated only until an artifact such as
project, enhancement, defect, or change is created from the demand.

Removed in this release

• The Tracking tab in the Project Workspace is removed. The tab was used for opening the
selected project in Project Workbench. You can now navigate to Project Workbench using
the Planning tab in Project Workspace and selecting Project Workbench from the Planning
Console selection arrow.
• The com.glide.financial_management.currency_code property, specific to the Financial
Management application, is removed from the System Property [sys_properties] table. This
property was earlier used as functional currency. Now, functional currency is derived from
the glide.system.locale property.

Note: For upgraded customers, functional currency is still derived from the
com.glide.financial_management.currency_code property. If you have a
value in this property, you may want to remove it so that all your financial
plan conversions are reported in the same functional currency.
• The Incomplete button on Demand form is removed. It is replaced with Reset to Draft
button.

Activation information
Users with the admin role can activate the Project Portfolio Management
(com.snc.financial_planning_pmo) plugin.

Additional requirements
Right-to-left languages in custom UI pages are not supported. Alternatively, you can use
platform lists and forms.

Browser requirements
If you are using Internet Explorer, version 11 or later (including Edge) is required to use all
aspects of the workbenches.

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 ServiceNow | London release notes

Accessibility information
In custom UI pages like Planning Console where Gantt chart is used, few exceptions such as
date time picker and timeline task bars are not keyboard accessible.

Financial Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Financial Management product enhancements and updates in the London

release.

New in the London release

Prescriptive cost models

• Use either of the two preconfigured prescriptive cost models, namely L1 – IT Shared
Service Cost Model and L2 – IT Shared Service to Application Portfolio Cost Model that
are available off-the-shelf for your financial modeling activities. Cloning is available for
these prescriptive cost models.
• Modify the cloned cost model by replacing the top segment with a segment of your
choice.

Note: The segment that you use to replace must not be in use in the existing
segment hierarchy.

• Map your financial data source to your cost model for your financial modeling activities at
the time of cloning.
• Enter a descriptive name, extending up to 80 characters, for the cost model to make it
more meaningful in the Name field.

Financial Modeling

• Verify how the bucket amount was assigned to a segment or an account by clicking the
bucket name. A message displays the allocation method by which the bucket amount was
distributed as well as the name of the segment or account to which the amount was
assigned.
• Enable the Account Scope check box to execute the rollup script defined for each
account at the segment level. You need not repeat similar rollup scripts for all the
accounts under a segment. Instead use the FromAccountID of individual accounts and
provide the rollup scripts.
• Track the money that fails to reach its target account or segment in the allocation setup
stage of the Workbench. Use the logs to know the reasons why it failed to reach the
target, and use the provided links to correct the errors and resolve the issue. Missing
money analysis is an actionable, user friendly, and improved version of the allocation log
functionality.

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 ServiceNow | London release notes

Usability improvements

Configure to display 5, 10, 15, 25, or 50 accounts on a page out of the total number of
accounts per segment. Display the selected number of accounts of a segment in the
Allocation Setup page of the Workbench, Allocation Setup page of lighter workbench, and
the Cost Lines Analysis page.

Changed in this release

Financial Modeling

Allocation log functionality has been changed to Missing money analysis. The error type
and possible causes are stored as Missing money logs.

Financial Charging

Charge item is renamed as Statement item in the Financial Charging application.

Removed in this release

• Allocation logs in the Allocation Setup stage.
• The Financial Management costing dashboard of the Financial Modeling application.
• The term Charge Item from the Financial Charging application.

• The com.glide.financial_management.currency_code property, specific to the Financial

Management application, is removed from the System Property [sys_properties] table. This
property was earlier used as functional currency. Now, functional currency is derived from
the glide.system.locale property.

For upgraded customers, functional currency is still derived from the

com.glide.financial_management.currency_code property. If you have a value in this
property, you may want to remove it so that all your financial plan conversions are
reported in the same functional currency.

Activation information
You can activate the Financial Management Core (com.snc.financial_management) plugin if
you have the admin role.

Additional requirements
Right-to-left languages in custom UI pages are not supported. Alternatively, you can use
platform lists and forms.

Agile Development 2.0 release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Agile Development 2.0 product enhancements and updates in the London
release.

Develop software using agile methodologies with the Agile Development 2.0 application.

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 ServiceNow | London release notes

New in the London release

Sprint Tracking

Work with a List view in addition to Board view under the Sprint Tracking tab, which was
formerly called as Sprint Board.

List view

Stories within the sprints are displayed in a List view. You can break down a story into
scrum tasks. Track the number of scrum tasks pending for stories. When Test Management
2.0 is installed with Agile Development 2.0, you can handle the following testing procedures
from the List view:

• create tests for stories within sprints.

• find what tests are to be run for the sprint.
• maintain multiple versions of a test.
• run a single version of a test at one time.
• view which version of test has been run.
• review the history of test results.

Triage Board

The Triage Board option is added to the Agile Board, Backlog tab. It is available only when
TriageDevelopment
Agile — Unified
Board helps you Backlog
prioritize is installed.
and sequence records of different task types in one
backlog. It removes the overhead of converting records to stories.

Changed in this release

Home tab

The Home tab in Agile Board has been renamed to Analytics tab.

Sprint Board tab

The Sprint Board tab is renamed to Sprint Tracking.

Activation information
You can activate Agile Development 2.0 (com.snc.sdlc.agile.2.0) if you have the admin role.

Agile Development — Unified Backlog release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Agile Development — Unified Backlog is a new application in the London

release.

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 ServiceNow | London release notes

Agile Development — Unified Backlog helps to maintain a centralized backlog containing

records of different task types, such as defects, problems, incident tasks, and stories. It:

• facilitates prioritizing and sequencing of different task type records in one location, saving
you steps.
• removes the overhead of converting records to stories, saving you time.

Agile Development — Unified Backlog must be used along with Agile Development 2.0.

Agile Development — Unified Backlog features

Triage Board

Set up your own triage board by defining filter criteria and then view the records that are
important to your product such as problems, incident tasks, defects, or change requests.
For example, you can create one triage board for defects and another for incidents.
Records
Add are dynamically
records to the Agile updated in the triage
Board Backlog boards.
tab from any triage board and then sequence and
prioritize records of any task type in a backlog.

Activation information
You can activate the Agile Development — Unified Backlog plugin
(com.snc.sdlc.agile.multi_task) if you have the admin role.

Scaled Agile Framework release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow®Scaled Agile Framework is a new application in the London release.

Use SAFe to apply lean and agile principles to your organization. With SAFe, you can:

• manage the challenging task of developing and delivering software products in the
shortest viable lead time.
• gain a broader, high-level perspective as well as governance across various levels in your
organization.
• facilitate collaboration and streamline the planning and monitoring of activities across
business units, departments, and teams.

Scaled Agile Framework features

The London release offers the basic version of Scaled Agile Framework, called Essential
SAFe. Since product managers and team members use SAFe in different ways and require
different levels of access, Essential SAFe is implemented in two ways. Product managers can
access the Agile Release Train (ART) level. Team members access the Team level. Access
both these levels by navigating to Scaled Agile Framework (SAFe) > SAFe Board.

For product managers

Plan and monitor activities across teams within your ART by accessing the ART level on an
SAFe Board.

• manage your ART backlog at a centralized location.

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 ServiceNow | London release notes

• define a program increment and identify which features need to be completed within that
program increment.
• perform big room planning.
• track all the features of your ART and view their transition from one state (lane) to
another in a visual task board.

For team members

Plan and monitor activities within your team by accessing the Team level on the SAFe
Board.

• manage your team backlog at a centralized location.

• streamline your sprint planning and completion activities.
• track all the stories, and view their transition from one state (lane) to another in a visual
task board.

Domain separation

Extend data security to Scaled Agile Framework that supports domain separation at the
Data-only level.

Activation information
The Scaled Agile Framework plugin (com.snc.sdlc.safe) plugin requires a separate
subscription and must be activated by ServiceNow personnel.

Test Management 2.0 release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Test Management 2.0 is a new application in the London release.

Test Management helps you manage testing processes to deliver software products more
efficiently and with fewer defects. It comprises two versions:

• Test Management: If you are an existing Test Management user on a release prior to
London, you are using Test Management activated through the Test Management
(com.snc.test_mgmt) plugin.
• Test Management 2.0: If you are a new user, activate Test Management 2.0 because it
provides enhanced testing capabilities as well as integration with Agile Development 2.0.

While Test Management covers user acceptance testing, it does not include some key data
model structures like test versions, test runs, or test results. In addition, you cannot structure
test plans in Test Management. Test Management 2.0 includes data model structures that
match industry standards. It is integrated with the Agile Development 2.0 product, adding
agile development to testing capabilities. In the London release, Test Management co-exists
withTest Management 2.0. If you are a new user, you should activate Test Management 2.0 to
benefit from added capabilities even if you are not using Agile Development 2.0.

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 ServiceNow | London release notes

Test Management 2.0 features

Test version

Create and maintain multiple versions of a test through a simpler, more intuitive user
interface.

Test set creation

Create a test set to group related tests.

Test relation

Associate a test with multiple test sets, test plans, and test cycles.

Test plan creation

Create a test plan describing how a product or a feature is to be tested, and the time frame
in which the test plan must be run. You can further segment a test plan into test cycles, test
cycles into test execution sets, and specify a time range for the test execution.

Test runs

• Run a single version of a test at one time.

• View which version of test has been run.
• Review the history of test results.

Agile Development capabilities

When the Agile Development 2.0 product is installed with Test Management 2.0, you can
manage testing procedures from the Agile Development 2.0 > Agile Board, Sprint Tracking
tab.

Activation information
You can activate Test Management 2.0 (com.snc.sdlc.test_management) if you have an
admin role.

Time Card Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Time Card product enhancements and updates in the London release.

Use the Time Card Management application to report and track time for your assigned tasks.
Time Card Management works with the Task table to record time worked on projects,
incidents, problems, and change requests.

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 ServiceNow | London release notes

New in the London release

Log time for your resources

Log time and submit the time sheet of your resources from Time Sheet Portal. This option is
available for user managers.

Notification for rejected time sheets

Navigate to rejected time sheets by clicking the new notification icon. The icon is in the
header of Time Sheet Portal.

Approve button for user manager

Approve a time sheet by using the new Approve button in Time Sheet Portal. The button is
available only for a user manager.

Group tasks

View the task cards for your assignment group by using the Group Tasks tab in Time Sheet
Portal.

Calendar to switch time sheet

Access the calendar to switch between time sheets. The calendar is available in the header
of Time Sheet Portal.

Inline edit of Project time category and Rate type

Add information about the project time category and the rate time for your time cards in
the new columns – Project time category and Rate type. The editable columns are available
in the Logged Time Cards section of Time Sheet Portal.

Approval date and time on time card

See when the time card state changes to Approved by using the Approved on field. The
field is not on the form by default.

Changed in this release

Renamed Worker Portal

Worker Portal is renamed as Time Sheet Portal.

Redesigned user interface

The user interface for Time Sheet Portal has been redesigned to provide you with a better
navigation and user experience.

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 ServiceNow | London release notes

Removed in this release

• The Quick Add option on the task cards in Time Sheet Portal has been removed. You can
use the Add to Time Sheet option to add time cards for a task card.

Activation information
You can activate the Time card management (com.snc.time_card) plugin if you have the
admin role.

Time Card also gets activated as part of the Project Portfolio Suite with Financials
(com.snc.financial_planning_pmo) plugin.

Customer Service Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Customer Service Management has new and updated features in the London release.
• Customer Service Management release notes

ServiceNow® Customer Service Management product enhancements and updates in the

London release.
• Field Service Management release notes

ServiceNow® Field Service Management product enhancements and updates in the

London release.
• Communities release notes

ServiceNow® Communities product enhancements and updates in the London release.

Customer Service Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Customer Service Management product enhancements and updates in the

London release.

New in the London release

Guided Setup for Customer Service Management

Follow step-by-step instructions to configure Customer Service Management on your

ServiceNow instance. Perform structured configuration activities and monitor your
progress.

Major issue management

Proactively identify customers impacted by an issue, provide issue-specific information to

these customers, and manage the resolution process.

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 ServiceNow | London release notes

Domain separation

Use the domain separation feature to map customer accounts to individual domains.
Account entities, such as contacts and cases, reside in the same domain as the account.
Domain visibility rules enable users to maintain account and contact relationships.

Adding a resolution code while resolving a case

Add a resolution code while resolving a case to capture information on how the case was
resolved.

Reporting a knowledge gap

Report a knowledge gap if you cannot find relevant articles that could help resolve a case.

Dashboard word cloud

In the Customer Service Manager and Customer Service Executive dashboards, view a word
cloud made up of keywords that are frequently used in the short descriptions of open
cases. Select a word in the cloud to view additional related words, related cases, and the
frequency trend of keywords.

Customer Service manager role

Use this customer role to manage the cases for an account and any related child accounts.

Effective dates for special handling notes

Make special handling notes effective immediately or at a later time.

Contact local time and time zone on the Case form

Change a contact's time zone that is listed on the Case form to the local time zone.

Global case hand-off

Hand off a case to your global support team.

Social URL field on the Social Log form

Open the social conversation in a new tab by clicking the URL in this field.

Internal user watch list

Set up an internal watch list so that internal users receive a notification when work notes
are added to a case.

Case deflection with knowledge and community content

Search for and add relevant information from knowledge articles and solved community
questions and blogs to the Case form.

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 ServiceNow | London release notes

Virtual Agent chatbot topics

Use the predefined Customer Service Virtual Agent topics (chatbot conversations) to help
your customers complete common self-service tasks, such as creating a case or checking
the status of a case.

Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate some common
Customer Service Management scenarios. To execute these tests, you can activate and then
create copies of the desired tests. The sample tests can be run as single tests or as a test
suite.

Changed in this release

Mandatory skills

Use this feature to identify skills that are required for customer service cases. Then, rank
and assign agents with those required skills to work on the cases.

Problem state change displayed in a case

Updates the work notes on the Case form when the problem state changes.

Targeted communications recipients lists

Create recipients lists by running scripts or uploading files in addition to using a condition
builder. Create a recipients list of type Account that can be used by the Major Issue
Management application to create child cases for a major case.

Chat enhancements

Use Virtual Agent to create or use predefined chatbot conversations for your users. The
customer always has the option of switching to a live agent.

Viewing dashboard reports

Use the Performance Analytics administrator (pa_admin) and viewer (pa_viewer) roles to
view the Customer Service executive, manager, and agent dashboards.

Activation information
You can activate the Customer Service Management plugin (com.sn_customerservice) if you
have the admin role. This plugin includes demo data and activates related plugins if they are
not already active.

Field Service Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Field Service Management product enhancements and updates in the London
release.

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 ServiceNow | London release notes

New in the London release

Guided setup for Field Service Management

Follow step-by-step instructions to configure Field Service Management on your

ServiceNow instance. Perform structured configuration activities and monitor your
progress.

Domain separation

Use the domain separation feature to map companies to individual domains. Work orders
and work order tasks created for a company reside in the company domain.

Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate some common
Field Service Management (FSM) scenarios. To execute these tests, you can activate and
then create copies of the desired tests. The sample tests can be run as single tests or as a
test suite.

Changed in this release

Team calendar enhancements

Search for individual or multiple team members in the calendar by first or last name.

Mandatory skills

Use this feature to identify skills that are required for work orders and work order tasks.
Then, rank and assign technicians with those required skills to work on the tasks.

Activation information
The Field Service Management (com.snc.work_management) plugin is available as a
separate subscription. This plugin activates related plugins if they are not already active.

Communities release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Communities product enhancements and updates in the London release.

New in the London release

Guided Setup for Communities

Follow step-by-step instructions to configure Communities on your ServiceNow, Inc.

instance. Perform structured configuration activities and monitor your progress.

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 ServiceNow | London release notes

Changed in this release

Content posting from your community homepage

Create a question, blog, video, document, or event from your homepage.

Forum view

View up to eight forums on your community homepage. To find the forum that you are
interested in, see the Forums list page and search for the forum you require.

Activity feed

View the most recent activity for all content by looking at the activity feed. Only the most
recent activity is listed per content item in the activity feed. All activities for each content
item are grouped.

Community logs

See what your community members are searching for and viewing by looking at the
community logs.

Community feedback and bookmarks tables

See the content that is getting the most feedback or bookmarks by members of your
community. To view this information, go to the feedback and bookmark tables in the
navigation filter view.

Case deflection with community content

View community-related search results for questions and blogs in the Customer Service
Management Case form and in the Customer Service Management Service Portal Case
form.

Activation information
Communities is only available for customers who are licensed for Customer Services
Management. To activate Communities, activate the Customer Communities plugin
(com.sn_customer_communities).

To implement knowledge harvesting, activate the Knowledge Management Service Portal

plugin (com.snc.knowledge_serviceportal).

Governance, Risk, and Compliance release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Governance, Risk, and Compliance has new and updated features in the London release.

The GRC product offering includes:

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 ServiceNow | London release notes

• Policy and Compliance Management

• Risk Management
• Audit Management
• Vendor Risk Management
• Vendor Risk Management release notes

ServiceNow® Vendor Risk Management product enhancements and updates in the

London release.

Vendor Risk Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Vendor Risk Management product enhancements and updates in the London
release.

New in the London release

Vendor Tiering

Determine your vendor's risk tiering score through the vendor tiering assessments
workflow. Vendor risk managers route these assessments to internal assessors. The results
are calculated against the default tiering scale. The vendor risk tiering score categorizes the
potential risk posed by that vendor. Changes in the vendor tier can automatically generate
a vendor risk assessment helping vendor risk managers determine the right assessment for
the vendor based on the tier.

Securtity Score Integration

Measure and monitor the security posture of a vendor, using third-party score providers,
such as BitSight Technologies and SecurityScorecard, Inc. Vendor risk managers use these
scores, or other internal metrics, to determine the potential risk of vendors. Each provider
has different score ranges that are normalized through the Security Score Integration for
determining security scores on a common scale. Changes in the security score can
automatically generate a vendor risk assessment to reduce this vendor’s risk exposure.

Activation information
The GRC: Vendor Risk Management (com.sn_vdr_risk_asmt) plugin is available as a separate
subscription.

Browser Requirements
Google Chrome 63 and later.

HR Service Delivery release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® HR Service Delivery product enhancements and updates in the London release.

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 ServiceNow | London release notes

HR Service Delivery improves the employee service experience by automating HR

interactions and providing a single platform for all HR services. HR Service Delivery is an
integrated suite of applications designed to create a consumer-like service experience, while
increasing HR productivity. Whether it is a simple request for information, or a multi-
departmental process like onboarding, employees have a single place for all their service
needs.

London upgrade information

Note: When upgrading from Istanbul, HR document templates have a new field.
The Document type field helps to filter a list of document templates that
appear on the HR case form. HR criteria works with this field to further
narrow the list of document templates you want available for an HR case.
Because Istanbul did not have this field, you must create new or select an
existing document type for your document templates. See Document Types.

New in the London release

Case and Knowledge Management

The Case and Knowledge Management application allows you to standardize the
documentation, interaction, and fulfillment of employee inquiries and requests, improving
HR efficiency and making it easier for employees to get the services they need.

Auto-case categorization for HR case management

You can use Agent Intelligence with HR Service Delivery to train a predictive model to act
as an HR agent to automatically categorize HR cases based on your past record data.
Auto-case categorization allows for a faster response time and better case resolution for
employees.

Note: This feature is only available with the HR Professional and HR Enterprise
packages.

Knowledge blocks for HR knowledge management

You can use knowledge blocks with HR Service Delivery to simplify knowledge authoring
for writers and knowledge consumption for readers. Knowledge blocks are reusable pieces
of content secured by user criteria that you can add to knowledge articles in a knowledge
base.

Encryption Support for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides encryption support to

secure sensitive information. Encryption support secures specific fields in HR or employee
documents to prevent unauthorized users from viewing or downloading.

Edge Encryption for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides edge encryption to

secure sensitive information. Edge encryption provides direct control over your data

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 ServiceNow | London release notes

security. Encryption and key management are performed on your intranet between your
browser and your ServiceNow instance.
HR Synonym Dictionary

HR Service Delivery provides a synonym dictionary that helps expand text searches with
additional keywords and can be customized to better match their business and
terminology.
The HR Synonym Dictionary loads automatically when you check the Load demo data box
and activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.

Employee Service Center

The Employee Service Center application provides a single place for employees to quickly
and easily get all the HR services they need.

Content Delivery and Content Automation — Campaigns

Content Automation takes information from Content Delivery to provide automated

communication to specific audiences for a specific time in the form of a campaign. A
campaign can be a targeted message with tasks like Open Enrollment for Benefits. Content
Delivery provides information for a campaign like mass email or links to videos, events, or
external web sites. Content Delivery can also provide static information like calendars or
banners for your service portal or Employee Service Center.

Virtual agent conversations for HR

Virtual agent conversations for HR use pre-defined dialog to automatically chat with
employees who are requesting HR services. VA is programmed to understand the intent of
an employee
Virtual Agent to handle
is a repeatable
platform feature requests.
that when paired with HR Service Delivery is integrated
within the HR UI. It provides automated dialog for general HR inquires, pay discrepancies,
request for leave of absence, or updates to your HR profile.

Note: This feature is only available with the HR Professional and HR Enterprise
packages.

Employee Document Management

The Employee Document Management application provides electronic storage and filing of
employee documents. Security policies determine who can view and access employee
documents. Retention policies determine how long employee documents should be
retained
Employee and reduces Management
Document compliance risks.
is a platform feature when paired with HR Service
Delivery is integrated within the HR UI. It can be paired with other applications depending
on the entitlements of your company.

HR Integrations

The HR Integrations application allows you to integrate with third-party HR management

systems to synchronize employee profiles and with third-party background check systems
to request background checks.

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 ServiceNow | London release notes

Integrating with the Accurate Background service

The preconfigured Accurate integration uses REST services to request background checks
through the Accurate service. You can use the preconfigured integration as-is or customize
it to meet your needs.

Integrating with the Sterling Talent Solutions service

The preconfigured Sterling integration uses REST services to request background checks
through the Sterling service. You can use the preconfigured integration as-is or customize
it to meet your needs.

Changed in this release

Case and Knowledge Management

Response templates for HR case management

This feature, previously known as templated snippets, was renamed to response templates.
You can also now configure response templates from HR Administration > Response
Template Configuration.

Employee Service Center

Create content for Content Delivery

Content for your service portal or Employee Service Center is configured from Content
Delivery. Previously, content was configured under HR Administration > Service Portal >
Content Types.

• Two categories have been added to identify content:

Portal Content
Notification Content

• Manage Content was changed to Portal Content.

• Link Content was added to define URLs for information and videos.
• Manage Audiences was added to define who can view the content.
• Schedule Content was added to define date ranges that content is available and the
widget instance.
• Content Type and Organization Chart were moved under Configurations.

HR Integrations

UI updates were made to several forms and lists in the HR Integrations application.

Removed in this release

• The HR Workday Integration plugin (com.sn_hr_wday) was removed.

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 ServiceNow | London release notes

Activation information
HR Service Delivery is available as a separate subscription. You can activate one or more of
the following plugins:

• Case and Knowledge Management plugin (com.sn_hr_core)

• Employee Service Center plugin (com.sn_hr_service_portal)
• Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)

If you are integrating HR Service Delivery with a third-party HR management system or

background check system, the HR Integrations plugin (com.sn_hr_integrations) is
automatically activated with the Case and Knowledge Management plugin (com.sn_hr_core)
to assist you in the integrations process.

If you are subscribed to both HR Service Delivery and Performance Analytics, you can
activate one or more of the following content packs:

• Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa]

• Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App
[com.sn_hr_lifecycle_pa]

If you are migrating from the legacy (non-scoped) version to the scoped version of HR
Service Delivery, you can activate the HR Migration plugin (com.sn_hr_migration) to assist
you in the migration process.

If you are subscribed to both HR Service Delivery and Facilities Service Management,
activate the Facilities Move Management plugin
(com.snc.facilities_service_automation.move) first. Activating the Facilities Move
Management plugin first ensures that the building map appears in the Employee Service
Center.

IT Operations Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

IT Operations Management has new and updated features in the London release.
• Cloud Management release notes

ServiceNow® Cloud Management product enhancements and updates in the London

release.
• Discovery release notes

ServiceNow® Discovery product enhancements and updates in the London release.

• Event Management release notes

ServiceNow® Event Management product enhancements and updates in the London

release.
• Operational Intelligence release notes

ServiceNow® Operational Intelligence product enhancements and updates in the London

release.
• Service Mapping release notes

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 ServiceNow | London release notes

ServiceNow® Service Mapping product enhancements and updates in the London release.

Cloud Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Cloud Management product enhancements and updates in the London release.

London upgrade information

If you are upgrading, to the current release, from a release prior to Jakarta with the cloud
plugins (com.snc.azure, com.snc.aws, and orchestration.vmware) activated on your instance
and you decide to activate the Cloud Management plugin (com.snc.cloud.mgmt), then the
cloud plugins activated prior to Jakarta may not work correctly. Do not use the cloud
plugins (com.snc.azure, com.snc.aws, and orchestration.vmware) because they are
deprecated. You must migrate all configurations, discovery schedules, and catalog items to
the post-Jakarta Cloud Management plugin (com.snc.cloud.mgmt).

New in the London release

Scoped application for content delivery

Using the standard Cloud Management entities, create scoped applications and publish
them on a regular cadence to the ServiceNow Store. Create scoped applications using the
ServiceNow Studio to support new cloud providers and configuration management
providers.

Move Cloud Management content across environments

Move content, created in the Cloud Management application, from one environment to the
other using ServiceNow Update Sets. Content entities such as blueprints, resource blocks,
and cloud APIs, along with their dependencies, can be moved across environments.

Activation information
The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate subscription. You
must request activation from ServiceNow personnel.

Discovery release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Discovery product enhancements and updates in the London release.

New in the London release

Discovery Quick Start

Use the Discovery Quick Start interactive wizard to guide you through Discovery
configuration.

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 ServiceNow | London release notes

Error resolution after Discovery

Fix errors that can occur after you run Discovery by following the recommended actions
provided in Discovery Home.

Support for AWS Organizations

Assign a cloud service account as a master account to have it correspond to an Amazon

Web Services (AWS) Organization account. Discovery can then recognize an Amazon Web
Services (AWS) Organization account and automatically create member service accounts in
the instance.

HTTP classification

Use HTTP classification to find devices (not applications) via the HTTP protocol. HTTP is
prioritized last behind WMI, SSH, and SNMP. An HTTP classifier is provided by default to
find F5 load balancers via REST.

Pattern updates

Use the new and updated patterns that enable Discovery to find new types of
Configuration Items (CIs), such as Oracle database clusters, Red Hat clusters, and F5 load
balancer clusters.

Discovery APIs

The Discovery API plugin provides two new API classes for this release:

• DiscoveryAPI - Scoped: This class contains methods that perform the following actions:
Launch a quick discovery of a single IPv4 address.
Return summaries of previously launched Discovery statuses for a single CI or for all
scanned CIs.
Return a summary of a CIs discovery status given the specific Discovery status sys_id
and IPv4 address.

• ReportCiStatusOutputJS: The methods in this class are getters that return specific object
properties for the DiscoveryAPI reportCiIpAddressStatus method and then convert the
information into a JSON string.

Layer 2 discovery data

Use the glide.discovery.sensors.forwardingtable.ssh property to update the way Discovery

performs Layer 2 discovery with VLANs. To instruct Discovery to launch the Switch — MAC
Table SSH probe, which populates additional Layer 2 data, add and set this property to true.
The property is false by default.

Shazzam JSON encoding for IP rangesShazzam JSON encoding for IP ranges

Use the glide.discovery.shazzam_ranges_json property to use JSON, instead of XML, to

encode the IP ranges for the Shazzam probe. Set this property to true to reduce the size of

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 ServiceNow | London release notes

input payloads when discovering several IP ranges. For upgrades, add the property. This
property is set to true by default for new instances.

Credential synchronization

Use these properties to address performance issues that might occur during credential
synchronization on several MID Servers:

• com.snc.credentials_user_fields: Includes all customized fields in credential synchronization.

Set this property to false if you do not want to include the fields that you added to
credential forms. This property is set to true by default.
• com.snc.credentials_recursion_depth: Tells the credential synchronization mechanism the
number of tables that should be traversed when collecting fields from reference tables.
Lower this number if you are experiencing performance issues and you have customized
credential forms that include reference fields to tables that also have reference fields. This
property is set to 3 by default.

Add these properties to the System Properties [sys_properties] table. If you do not add
these properties, the system uses the default value.

Changed in this release

AWS event and Azure alert processing

If an event occurs on a database in your AWS or Azure cloud, or on a Web Server in your
Azure cloud, the event triggers the horizontal discovery process using a pattern to update
the CMDB. In previous releases, the event did not trigger the discovery process.

NetScaler load balancer discovery

New probes populate network path information for Citrix NetScaler load balancers to
enable support for Service Mapping.

IP range auto-assignment

Use Discovery Quick Start, rather than MID Server Guided Setup, to perform IP range auto-
assignment after subnet discovery.

Activation information
Discovery is available as a separate subscription from the rest of the Now Platform and
requires the Discovery (com.snc.discovery) plugin.

Event Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Event Management product enhancements and updates in the London release.

Event Management helps you to identify health issues across the datacenter on a single
management console. It provides alert aggregation and root cause analysis (RCA) for
discovered services, application services, and automated alert groups.

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 ServiceNow | London release notes

London upgrade information

The upgrade process moves your instance to a new ServiceNow release version. Upgrading
and patching your instance requires planning, testing, and validation. To ensure a safe and
effective upgrade, create upgrade plans and test your upgrade on non-production instances
before upgrading your production instance.

New in the London release

Alert management rules

Create alert management rules that respond to alerts. The alert management rule actions
are integrated with Flow Designer, which enables you to use subflows to resolve the cause
of the alert. Several subflows are provided with the base instance. Other responses and
actions that alert management rules provide are to open an incident, knowledge base (KB),
open any kind of task, launch remediation action, and so on.

You can continue to use existing alert action rules, but you cannot modify them. You cannot
create new alert action rules. You can migrate alert action rules to alert management rules.

Priority group

Use the priority group to see which alerts to take care of first. The priority group is available
in alert lists in the Dashboard, Alert Console, and All Alerts pages. The four priority group
categories are:

Priority group Icon Description

Urgent Highest level of priority. Attend
to this alert ahead of other
alerts, even those alerts that
might have a higher severity.
High High level of priority. Attend to
this alert ahead of the lower
priority group values.
Moderate Moderate level of priority.

Low Lowest priority level.

Contextual search in alerts

Use contextual search to search for and attach a KB article from within an alert. The KB
article can provide more information about the alert.

Overall Event Count

Use the Overall Event Count field in the Alert [em_alert] table to track how many events are
bound to the alert. The counter is increased every time an event is bound to the alert. The
count value is kept even after the actual event has been purged. Primary alerts are updated,
based on their secondary alerts. The primary alert is the parent of the secondary child
alerts. The actual number of events, primary plus secondary, that affected the alert is
displayed.

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 ServiceNow | London release notes

Alert Insight

Use Alert Insight data analysis to provide insight to key related records for the current
Configuration Item (CI), similar CIs, and related CIs. You can use Alert Insight to expose the
probable root cause of the alert. With Alert Insight, you can see information from similar
alerts, incidents, problems, and change requests on the same CI, similar CIs, and other CIs.
In the alert form, the Alert Insight data is available under Repeated Alerts, Similar Alerts, CI
Incidents, CI Change Requests, CI Problems, Related Incidents, Related Change Requests,
and Related Problems.

Application services

Use application services to organize, maintain, and monitor services in your organization.
An application service is a set of interconnected applications and hosts that are configured
to offer a service to the organization. Application services can be internal or customer-
facing. Application services replace manual services. You can no longer create manual
services but you can continue to use them. You can also update or convert these existing
manual services to application services. For more information, see Convert manual services
to application services.

Configure event collection from Hewlett-Packard Network Node Manager i

Configure the HP Network Node Manager i (NNMi) connector instance to receive events
while monitoring your network resources.

Configure event collection from VMware vCenter Server

Configure the VMware vCenter Server (vCenter) connector instance to receive events from
your VMware vSphere environment.

Activation information
Event Management is available as a separate subscription from the rest of the Now Platform
and requires the Event Management (com.glideapp.itom.snac) plugin.

For more information, see Event Management.

Operational Intelligence release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Operational Intelligence product enhancements and updates in the London

release.

Operational Intelligence enhances Event Management by providing alert data analysis and
reports. Operational Intelligence captures raw metric data that various data sources such as
SolarWinds server and Nagios server, collect. Then, based on analysis of historical threshold
data, Operational Intelligence indicates anomalous behavior which events may not capture.
Operational Intelligence generates anomaly alerts which can be promoted to regular system
alerts and appear on the Alert Console and service health dashboard.

Use Operational Intelligence to identify and prevent potential service outages and to access
other statistical scores.

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 ServiceNow | London release notes

New in the London release

Anomaly Alert Dashboard

Use a central location to view important reports about anomaly alerts and promoted alerts,
in relation to Event Management alerts. For example, the '% Daily Alerts are Promoted
Anomalies' report, displays the percentage of newly promoted alerts in relation to the
overall new Event Management alerts, for a time period.

Metric connectors

Collect metrics using connector definitions for the following systems:

• SolarWinds server
• Zabbix server
• Nagios server

Advanced Insights Explorer

Query metric data for configuration items (CIs) for which metric data is collected. CIs for
the query can be from different sources such as application services, relationships, or a list
of anomalous CIs. Query results are displayed in charts which let you further understand
system behavior.

Anomaly Model Testing

Use an anomaly model to test anomaly detection for a small set of specific CIs and metrics,
before actually enabling anomaly detection for those CIs and metrics. Model testing
simulates anomaly detection using actual metric data. You can then view the results in the
Insights Explorer which is pre-loaded with the test results. You can compare anomaly test
scores and the computed bounds to the results of actual anomaly detection.

Changed in this release

Operational Intelligence MID Server

• The Operational Intelligence MID Server application supports the ALL setting.
• It is not required that the Operational Intelligence MID Server be a dedicated MID Server.

Insights Explorer

Insights Explorer provides:

• Host name: If available for a CI, appears underneath the CI name.

• Related CIs: Ability to add related CIs to be explored in Insights Explorer.
• Advanced search: Narrow down the search for CIs to a specific class or to other specific
CI attribute filters.

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 ServiceNow | London release notes

Anomaly Map

Anomaly Map provides:

• Host name: If available for a CI, appears underneath the CI name.

• Advanced search: Narrow down the search for CIs, to a specific class or to other specific
property values.

Anomaly detection

• Change Detection: When incoming data clusters around a new value, using the current
control bounds and statistical model, Operational Intelligence detects this clustering as a
value change and adjusts the statistical model so that most incoming data is again within
the control bounds. The time it takes the Learner to adjust the statistical models to
accommodate a permanent change in incoming metric data, is improved.

Change detection is useful when, for example, cores or memory are added to the server,
which impact the baselines.
• Classification of data with a gap: Improved classification of a seasonal model when there
is a gap in the metric data. An improved analysis of the data before and after the gap
makes it easier to identify seasonality in the data despite the gap. Also, less data points
after the gap are needed to correctly identify a seasonal model.

Terminology

The following terms have changed:

Function Current Term Legacy term

Metrics visualization Insights Explorer Metric Explorer
MID Server capability Metrics ITOA Metrics
Metric extension Operational Intelligence Metrics Operational Intelligence
Context Manager Context
MID Server extension Operational Intelligence Metrics ITOA MetricExtension

Activation information
The Operational Intelligence plugin (com.snc.sa.metric) requires a separate subscription and
must be activated by ServiceNow personnel. This plugin includes demo data and activates
related plugins if they are not already active.

Service Mapping release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Service Mapping product enhancements and updates in the London release.

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 ServiceNow | London release notes

New in the London release

Copy patterns from one instance to another

Create an update set containing new or modified patterns with their related items.

Application services

Use application services to create, maintain, and manage services in a unified way in Service
Mapping, the CMDB, and other ServiceNow applications. Application services replace
business services.

Changed in this release

Gray-out of configuration items (CIs) and segments in application service maps

These changes make the feature more intuitive:

• The CIs and map segments are not grayed out during rediscovery. A CI is grayed out only
if Service Mapping failed to discover the CI itself or all connections leading to the CI.
• If a CI has more than one connection, the CI is not grayed out if at least one of its
upstream connections is properly discovered.

For an example of how to use this feature for troubleshooting maps, see Fix errors in
individual business service maps.

Improved Debug session functionality

This enhancement improves the user experience of customizing patterns in Debug mode.
The debug session does not end when users navigate between sections within the same
pattern.

SSH protocol alignment between Discovery and Service Mapping

In fresh install deployments, patterns use the same SSH library that Discovery probes use.

PowerShell and PowerShell Remoting Usage

In fresh install deployments, MID Servers use PowerShell or PowerShell Remoting instead of
WMI (Windows Management Instrumentation) Collector service to connect to Windows
servers for top-down discovery. WMI Collector service is used as a failover.

Improved errors categorization

Service Mapping and Discovery categorize errors is a unified way. Both applications group
errors by root cause in addition to error code.

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 ServiceNow | London release notes

Business Services navigation item renamed to Application services

The navigation item under Service Mapping > Services is renamed from Business Services
to Application Services.

For an example of the new navigation path, see Fix errors in individual application services
using discovery messages.

The following user interface screens refer to application services as business services:
Business Service Group Responsibilities, Approve, Service Mapping Properties, and Service
Map Planner.

Removed in this release

• The Service Map Planner module is deprecated.

Fresh install deployments do not have the Service Map Planner module. The Service
Mapping Home screen and the application service form provide capabilities you can use
for planning. For more information, see the New features replacing Service Planner in
Service Mapping [KB0689681] article in the HI Knowledge Base.

If you used this feature prior to upgrading, the Service Map Planner module is not removed
from upgraded deployments.

Activation information
Service Mapping is available as a separate subscription and requires activation by
ServiceNow personnel. The following plugins are activated automatically when Service
Mapping (com.snc.service-watch) is activated: Discovery (com.snc.discovery), Pattern
Designer (com.snc.pattern.designer), Cloud Management Core (com.snc.cloud.core),
Performance Analytics - Content Pack - Service Mapping (com.snc.service-
mapping.pa.content), and Event Management and Service Mapping Core (com.snc.service-
watch). The Event Management and Service Mapping Core (com.snc.service-watch) plugin is
different from the Event Management plugin (com.glideapp.itom.snac).

Accessibility information
Service Mapping supports Web Content Accessibility Guidelines (WCAG) 2.0 level A for all
tasks performed on service maps in the View and Edit modes. User interface elements have
enhancements that make them accessible to screen readers. Service Mapping offers text
alternatives for the following UI elements:

• Map elements
• Business service list
• Business service and CI Properties pane
• The More Options menu
• The timeline area
• Pattern Designer elements like step tree

For information on operating Service Mapping using keyboard shortcuts, see Keyboard
shortcuts for operating Service Mapping in accessibility mode.

IT Service Management release notes

Last updated: July 26, 2018

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 ServiceNow | London release notes

Last updated: July 26, 2018

IT Service Management has new and updated features in the London release.
• Asset Management release notes

ServiceNow® Asset Management product enhancements and updates in the London

release.
• Benchmarks release notes

ServiceNow® Benchmarks product enhancements and updates in the London release.

• Change Management release notes

ServiceNow Change Management product enhancements and updates in the London

release.
• Continual Improvement Management release notes

ServiceNow® Continual Improvement Management (CIM) is a new application in the

London release.
• Incident Communications Management release notes

ServiceNow® Incident Communications Management product enhancements and updates

in the London release.
• Incident Management release notes

ServiceNow® Incident Management product enhancements and updates in the London

release.
• ITSM Virtual Agent release notes

ServiceNow® ITSM Virtual Agent is a new application in the London release.

• Problem Management release notes

ServiceNow® Problem Management product enhancements and updates in the London

release.
• Service Level Management release notes

ServiceNow Service Level Management product enhancements and updates in the

London release.
• Service Catalog release notes

ServiceNow® Service Catalog product enhancements and updates in the London release.
• Walk-up Experience release notes

ServiceNow® Walk-up Experience is a new application in the London release.

Asset Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Asset Management product enhancements and updates in the London release.

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 ServiceNow | London release notes

London upgrade information

Warning: If you upgrade to Software Asset Management Foundation plugin
(com.snc.sams) from Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert back to
Software Asset Management plugin
(com.snc.software_asset_management).

New in the London release

Two contract fields added to the Contract Management form

Create a relationship between contracts using two contract fields. Specify the contract
number assigned by the vendor in the Contract number field. Reference a parent contract
using a lookup list in the Parent contract field, or create a new parent contract.

Changed in this release

Approval History related list replaced the Approval History tab on the Contract Management
form

Track the approval history of a contract using a related list instead of the contract approval
history journal. All approvers are listed in the Approval History related list.

Removed in this release

The Approval History tab has been removed from the Contract Management form, and was
replaced by the Approval History related list.

Activation information
The Software Asset Management Foundation (com.snc.sams) plugin must be activated by
ServiceNow personnel. This plugin includes demo data. See Request Software Asset
Management Foundation plugin.

Benchmarks release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Benchmarks product enhancements and updates in the London release.

The Benchmarks application gives you instant visibility into your key performance indicators
(KPIs) and trends, as well as comparative insight relative to industry averages of your peers.
You can contrast the performance of your organization with recognized industry standards,
and view a side-by-side comparison of performance with global benchmarks.

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 ServiceNow | London release notes

New in the London release

Security Operations KPIs

Use Security Incident Response KPIs listed in the Security Operations category. There are
three Security Incident Response KPIs provided.

Recommendations integration with Continual Improvement Management

Create a Continual Improvement Management (CIM) improvement initiative based on a

Benchmarks recommendation.

Manual upload and download of scores using scheduled jobs

Manually upload or download Benchmarks scores on demand at any time of the month.

Changed in this release

Email notification change

Email notifications are sent to the Benchmarks admin role only. Notifications include
monthly global score availability, historical data recalculation, and KPI updates.

Activation information
Active by default. However, you must opt in to the Benchmarks program to participate.

Change Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow Change Management product enhancements and updates in the London

release.

New in the London release

Change Schedules

Introduced a new Change Schedules scoped application. All upgrading users who have
used the legacy Change Schedules application are encouraged to adopt the new
application and disable the legacy application. The new Change Schedule application
includes:
• A change schedule overview page where you can find schedules filtered in three different
categories.
• A change schedule definition record type where you can define an unlimited number of
change schedules which include related definitions allowing the display of related change
tasks.
• Style rules that can be defined from:

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 ServiceNow | London release notes

The Style Rules table [chg_soc_style_rule]. Style rules defined in the table are rules
that are applied to every schedule for all users.
The Change Schedule definitions or Change schedules user interface. Style rules
defined here are applied to that schedule for all users.

• New tables included:

chg_soc_definition_core
chg_soc_definition
chg_soc_definition_child
chg_soc_style_rule
chg_soc_definition_style_rule
chg_soc_def_child_style_rule

Note: All the tables extend the Style Rule Core table [chg_soc_style_rule_core].

• New Role: sn_chg_soc.change_soc_admin: Any user who possesses this role has full
administrative rights to the Change Schedules application.

Change Advisory Board (CAB) workbench

New Demote action: A Demote action is added to the Current Agenda Item widget to
enable CAB managers to move the current agenda item to the bottom of the Pending
Agenda Itemsaction:
New Restore widgetAdded
so theRestore
item can
tobe discussed
the Pending later.
Agenda Items widget. This action is
available in the All Agenda Items filter and enables CAB managers to restore an agenda
item that was previously skipped.

Blackout and Maintenance Schedules

A new Source list is added to the Blackout Schedules and Maintenance Schedules forms.
From the Source list, you can select the source of the blackout schedule, which includes
Business Service, Change Request, and CI Class options. When one of these three values is
selected, the condition builder at the bottom of the form is updated to that source.

• You can define blackout schedules and maintenance schedules against Business Services.
Conflict Detection identifies potential scheduling conflicts for any CI that supports that
business service.

Note: This feature requires that your business services be migrated to the
Application Service introduced as part of the Unified Service Model.

Change Management integration with Discovery

Integrated Change Management with Discovery allows users who own

ServiceNowDiscovery to update the ServiceNow Change Management Database (CMDB)
by leveraging Discovery as an inherent part of their change management process.
Discovery can be performed on any configuration item with an IP address. When Discovery
is activated, three new properties are added to the Change Properties application providing

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 ServiceNow | London release notes

complete control of how discovery is initiated and what state values can be initiated, either
automatically
Business rule: or
Themanually.
business rule, Trigger Auto Discovery, triggers Discovery when the
com.snc.change_request.auto.discovery property is activated on the state transitions
specified
UI action: in
A the
newcom.snc.change_request.disco.auto.state property.
UI action, Initiate Discovery, is available to trigger discovery when the
com.snc.change_request.auto.discovery property is activated on the state transitions
specified in the com.snc.change_request.disco.manual.state property.

Change Management integration with Software Asset Management (SAM)

Change Management is integrated with ServiceNow Software Asset Management (SAM)

providing insight into the potential cost implication of changes to processing resources
(CPU
If you & CPUtoCore)
want for software
activate licensed
the Change by processor.
management – License Change Projections plugin
(com.sn_samp_change), you must request assistance from ServiceNow personnel. In
addition to activating SAM, you must also activate the Change management – License
Change Projections plugin (com.sn_samp_change) to benefit from this feature.
When a change to a CPU of a CI or CPU core resources is done using either Propose
Change or Mass Update CI, the proposed change is captured in XML and passed to SAM
when the change request transitions from New > Assess (Normal type) or from New >
Authorize (Emergency type). SAM runs a calculation for the CIs in scope for the change
and when the results are returned to Change Management, a summary result is displayed in
a new form section called License change projection. To view a CI by CI breakdown of the
license change projection, the License Change Projections related list must be manually
added to the Change Request form.
As part of the Change management – License Change Projections plugin
(com.sn_samp_change), the [samp_software_change_projection] and the
[samp_ci_projection_summary] tables are populated when the projection job is executed.
The [samp_software_change_projection] table captures the projections for all affected CIs,
whereby the [samp_ci_projection_summary] table summarizes those projections per CI.
The [samp_ci_projection_summary] table is referenced in the License change projections
related list.

Changed in this release

Change Request Approval Records

Enhanced the approval summarizer in approval records associated with a change request to
include additional information from the change request record.

Refresh Impacted Services

The Refresh Impacted Services option was only available for the Change Request table. In
this release, this option is also available for tables that extend the task table. The list of
these tables is driven by the com.snc.task.refresh_impacted_services property. This option
populates the Impacted Services or Impacted CIs related list based on the primary CI, that
is, the CI that you specify in the Configuration Item reference field on the Change Request
form.

Activation information
To view the Change Schedules page, you must activate the Change Management - Change
Schedule plugin (com.snc.change_management.soc).

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 ServiceNow | London release notes

For more information, see Change Advisory Board (CAB) workbench.

Continual Improvement Management release notes
Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Continual Improvement Management (CIM) is a new application in the London

release.

Continual Improvement Management is used to implement service, process, and function

improvements. An improvement initiative contains goals to measure success, and phases
that contain tasks with specific actions to complete the improvement.

Continual Improvement Management is a simple CI (continual improvement) process used to

manage improvements in your organization, from identification to value realization, based on
the PDCA (plan-do-check-act) cycle model. Because the CIM process model is generic and
agnostic to the improvement methodology used in your organization, any organization can
benefit from using Continual Improvement Management.

Continual Improvement Management features

Improvement Register

View, prioritize, and track improvement initiatives, related tasks, and phases from a single
Improvement Register list that includes all open and closed improvement initiatives.

Integration with ITSM and ITBM applications

Link new and existing records from ITSM and ITBM applications to CIM improvement
initiatives on the base system with one click.

ITSM applications integrated with CIM include ServiceNow Benchmarks

(recommendations), Survey Management (survey), Coaching Loops (coaching
opportunity), Problem Management (problem), and Incident Management (incident). ITBM
applications integrated with CIM include Agile Development (story), Demand Management
(demand), and Project Management (project) products.

Continuous monitoring and embedded analytics using Performance Analytics

Trend analysis, forecasting, spotlight-based ranking, and KPI-based goal setting using
Performance Analytics.

Continual Improvement Workbench

Monitor, plan, approve, and review improvement initiative backlog using the CIM Workbench
card-based layout. The CIM Workbench is easy to read, and supports drag-and-drop
functionality.

Continual Improvements dashboard

View business improvements achieved from improvement initiatives using the Continual
Improvements dashboard reports and lists. Use the dashboard to determine how the
improvements are helping your company.

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 ServiceNow | London release notes

Alignment with company strategic objectives

Align improvement initiatives with existing company or business unit level strategic
objectives to ensure coordination with company goals.

Support for domain separation

Define separate improvement initiatives for specific domains.

Activation information
The Continual Improvement Management (com.sn_cim) plugin requires a separate
subscription and must be activated by ServiceNow personnel. This plugin includes demo
data and activates related plugins if they are not already active. The Continual Improvement
Management application is available with the ITSM Professional subscription only. Please
contact your account manager for more information.

See Continual Improvement Management for more information.

Incident Communications Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Incident Communications Management product enhancements and updates in

the London release.

New in the London release

Incident Communications Management

Renamed
Renamed Incident
Incident Alert
Alert Management
as Incident as Incident Communications
Communication Plan. Tasks. Management.
Renamed
Renamed Incident
Incident Alert
Alert Tasks as Incident
Management Communication
as Incident Communications Management.
Renamed
Renamed My
the Alerts as Alert
Incident My Communication Plans.(com.snc.iam)
Management plugin as the Incident
Communications Management plugin.

Changed in this release

Incident Communications Management

A new state model for incident communication plan is introduced. This state model is
available only for new users. The new state model has three states: Open, Closed, and
Canceled.
Conference call notification: When you initiate a conference call, an email or Slack
notification
Roles: Usersiswith
sentthe
to major_incident_manager
the participants. and communication_manager roles can edit
a plan that is attached to a major incident.
Table: The Incident Communication Plan table extends from the Communication plan table.
The Incident communication tasks table extends the Communication tasks table so that the
incident communication plan inherits any future enhancements made to the communication
object.
Incident Communication Plan form:

• Updated, added, or removed the following fields:

Details section is renamed as Notes.

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 ServiceNow | London release notes

Comments is renamed as Actions taken.

• Updated related lists to match the communication plan related lists:

Incident communication tasks
Users
Contacts
Recipient lists

Communication and Conference: Introduced new sections – Communication and

Conference on the form. Using the Communication section, you can send email or SMS
updates to the participants of the conference call for that communication plan. Using the
Conference section, you can initiate, join, or end a conference call. These sections are added
to make it easy for users to directly take actions related to any type of communication or
conference instead of opening the incident communication task from the form and then
taking
The UI the appropriate
actions action.
Kick, Mute, and Unmute on the notify_participant record are available for
users with the major_incident_manager and communication_manager roles who also have
the ia_admin
Added role. field to the Notify Participant [notify_participant] table. If a user is added
the Group
to a conference call, the following things can happen:

• If the user is a member of only a single group, then that group value appears in the
notify_participant entry.
• If the user is a member of multiple groups, then a formatter containing all the groups is
displayed on the notify_participant record.

Incident Communication Task

• You can initiate a conference call at the task level. Under Related links, the Initiate
Conference Call related link appears.
• The Incident Communication task state changes with the progress of the communication
channel.
• Incident Communication Task form: In the related lists, the Communication and
Conference tabs are added.

Removed in this release

• Incident Communication Plan form: Removed the Activity and Post Incident Review
sections.
• Conference call participants: The participants who are fetched frequently in a conference
call option is no longer a part of the recommended list in the conference call participant
dialog.
• UI action: Disabled the UI action View PIR Report.
• Incident Communication Task form: Removed the Send SMS UI Action.

Activation information
The Incident Communications Management plugin (com.snc.iam) must be activated by new
customers. For more information, see Activate Incident Communications Management.

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 ServiceNow | London release notes

Incident Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Incident Management product enhancements and updates in the London

release.

New in the London release

Incident management properties

Use the Close open Incident Tasks when Incident is closed or canceled property to close
open incident
Use the Close tasks when theCommunication
open Incident incident is closed or canceled.
Plans when Incident is closed or canceled
property to close open incident communication plans when the incident is closed or
canceled.
Use the Close open Incident Communication Tasks when an Incident Communication Plan is
closed or canceledproperty to close open incident communication tasks when an incident
communication plan closure
Use the Enable auto is closed
ofor canceled.
incidents based on Resolution date. Setting this to 'No' will
make auto closure to run based on the Updated date property to auto-close incidents
based on the resolution date of the incident instead of the last updated date.

Note: The property is set to true only for new customers. Existing customers must
manually set the property to true.

Create standard change from Incident

Introduced a new UI action Create Standard Change to create a standard change request
from an incident which redirects the user to the Standard Change Catalog. Previously, only
a normal or emergency change request could be created from an incident.

Parent child synchronization in Incident

If an incident has child incidents, the following occurs:

• If an ITIL user reopens the parent incident, the parent incident and child incidents reopen.
Both the parent and the child incident state are set to In Progress.
• If an ESS user reopens the parent incident, the parent incident state is set to In Progress,
but the child incidents are not reopened.

When an ITIL or an ESS user adds a child, the child incident state is set to In Progress.
When the parent incident is resolved, the child incident state also changes to Resolved.

Create request from Incident form using record producer

Click Create Request from the context menu on the Incident form and select a record
producer to create the request. The new task created (for example, new Incident or
Problem or Change) is associated with the parent incident record. To achieve this action,
you must add the following script in the script block of the record producer:
var incRPUtil = new LinkRecordProducerToIncident();
incRPUtil.linkRecordProducerToParentIncident(RP.getParameterValue('sysparm_req_parent'), c

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 ServiceNow | London release notes

Refresh Impacted Services

Introduced a new UI action Refresh Impacted Services on the context menu of the Incident
form to populate impacted services based on the primary Configuration Item (CI) specified
on the task record. The system property com.snc.task.refresh_impacted_services is
introduced where you can mention all the task tables where you need this UI action. This
property is applicable for both new and existing customers.

Major incident management

Added a new Demote Major Incident UI option to the context menu of the Incident form.
After a major incident candidate is promoted as a major incident and the major incident
state changes to Accepted, a major incident manager can decide to demote a major
incident
Automaticbyclosure
clickingof
Demote Major Incident.
Major Incidents: Close a major incident automatically based on the
system property Enable auto closure of incidents based on Resolution date. Setting this to
'No' will make
Associate auto incidents
multiple closure towith
run abased
majoron the Updated
incident: date.one or more incidents with a
Associate
major
Rejectincident
multipleusing
majorthe Actions
incident menu.
candidates: Reject one or more major incident candidates
using the Actions menu.
Major incident assignment: Assign a major incident to a group at the time of proposal and
promotion based on the value of the Major Incident Management Group (sys_id) to whom
the Major Incident should be re-assigned on promotion to 'Major Incident' property
(sn_major_inc_mgmt.major_incident_management_group).
New fields added: Added the fields Proposed by and Proposed. When a major incident
state is proposed, the fields Proposed by and Proposed capture the user who proposed the
incident as a major incident candidate and the time when the incident was proposed.
Similarly, when a major incident state is accepted, the fields Promoted by and Promoted
capture the user who promoted the incident as a major incident and the time when the
incident was promoted.
Major incident management process guidance: Added a new guided setup category for
major incident management
Major incident management.workbench: Provides a single pane view designed for the major
incident manager, communications manager, and resolver groups to manage the major
incident process by aggregating and providing actionable information. The MIM workbench
is integrated with the Task Communications Management flow and enhanced to include the
Communications overview and the Post Incident report.

Conference call management

Notify role inheritance: The itil role inherits the notify_view role when the Incident
Communications Management (com.snc.iam) and the Notify (com.snc.notify) plugins are
activated, enabling an itil user to view the Notify Conference Call Participant Session table
[notify_participant_session].
End conference call: A new End Conference Call related link appears on the Incident
Communication Plan Management form. After a conference call is initiated, a user with the
ia_admin role has the option to join or end a conference call, whereas a user with the itil
role can only join
Recommended a conference
and call.
Selected list: The Recommended section no longer displays the
frequently called participants because the frequent callers may not always be relevant for
the incident.
Adding In the Selected
participants based on section,
group:the userthe
Added who initiates
Group fieldthe
to conference call is added.
the Notify Participant
[notify_participant] table that enables the major incident manager or the communication
manager to involve groups in a conference call. When a group is selected, the person who is
on-call
The in or
user that
thegroup is then
host who addedthe
initiates to conference
the conference.
call is automatically added to the list of
participants.
Conference call leader: You can have a conference call leader for a conference call. The
leader can initiate and end a conference call as well as kick, mute, and unmute participants
on a conference call. A conference call leader can be any user with the ia_admin role or the

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 ServiceNow | London release notes

itil user to whom the Incident Communication Plan or the Incident Communication Task is
assigned
Group name to. of a participant: If a user is added to a conference call and the user is a
member of only a single group, then that group name is stored in the notify_participant
record. If the user is a member of multiple groups, then a formatter containing all those
groups is displayed on the notify_participant record.

Dependency view for Business Services

ITIL users can see the Business Service Management (BSM) map or dependency view for a
business service on the Incident, Problem, and Change request form.

Note: Currently, the Business Service field does not appear on the Change request
form, but the user can add the field by clicking the Additional options menu
icon and navigating to Configure > Form Layout.

Changed in this release

Major incident management

The major incident manager is responsible for a major incident when a child incident is
promoted. Currently, even though the incident is promoted to a major incident, a caller has
access to resolve or reopen the major incident. Starting this release, an ESS user is unable
to
Theresolve, reopen,
ESS user or closeto
is prompted a enter
majorwork
incident even
notes andif the
the business
user is the caller.at the time of major
impact
incident
Rejectionproposal and promotion.
notification: The ESS user is prompted to enter the rejection reason while
rejecting a major incident candidate. The rejection notification is then sent to the user that
the incident is assigned to and the user who proposed the incident as a major incident
candidate.

Removed in this release

• The Show "Create Incident" link property is removed from the Incident Management
Properties UI because this field is related to Knowledge Management.
• The URL used for the "Create Incident" link property is removed from the Incident
Management Properties UI because this field is related to Knowledge Management.

Activation information
The Incident Management - Core plugin (com.snc.incident_management) is available by
default in new instances but it is not available on upgrade. Customers upgrading from
Geneva or earlier versions must request the plugin.

ITSM Virtual Agent release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® ITSM Virtual Agent is a new application in the London release.

ITSM Virtual Agent includes several predefined chatbot conversations designed to help your
IT users complete common tasks, such as password reset and creating an incident.

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 ServiceNow | London release notes

ITSM Virtual Agent features

ITSM Virtual Agent conversations

Use the predefined ITSM Virtual Agent chatbot conversations to help your users resolve
common IT-related tasks, such as ordering an item, checking IT ticket status, resetting a
password, discovering outages, or opening an IT ticket.

Activation information
Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.

To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the
HI Customer Service system.

You must have the admin role to activate the ITSM Virtual Agent Conversations plugin
(com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.

For more information, see ITSM Virtual Agent.

Problem Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Problem Management product enhancements and updates in the London

release.

New in the London release

Dependency view for Business Services

ITIL users are now able to see the BSM map or dependency view for a business service on
the Incident, Problem and Change request forms.

Note: Currently the Business Service field is not on the Change request form but
user can add the field by opening the form context menu and selecting
Configure > Form Layout.

Activation information
The Problem Management plugin (com.snc.problem) is activated by default for new and
upgrade customers.

Service Level Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow Service Level Management product enhancements and updates in the London
release.

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 ServiceNow | London release notes

New in the London release

SLA Breakdown Definitions

Added a feature called SLA breakdowns. When activated and configured, you can generate
breakdown data for each task SLA record by the Assignment group and the Assigned to
field, capturing every user and group that owned the related task, the order they owned it,
the amount of time and percentage of SLA duration their ownership consumed, and
whether the SLA was breached while they owned the task. SLA breakdowns helps identify
which users or groups helped to achieve an SLA or identify users and groups who most
contributed to anbreakdown
Defined a single SLA breach.
definition for new customers. The definition is known as
Incident SLAs by Assignment and has SLA definitions “Priority 1 Resolution (1 hour)” and
“Priority 2 Resolution (8 hour)” associated with the definition. Upgrading customers must
enable the SLA Breakdowns plugin (com.snc.sla.breakdowns). Once the plugin is activated,
upgrading customers have a single breakdown definition defined called Incident SLAs by
Assignment. This breakdown definition does not have any SLA definitions associated with
it, by default. Upgrading customers must associate the SLA definitions that they want to
track
Ensure breakdown definitions
that you have for. versions of the script includes TaskSLAController and
the London
RepairTaskSLAController before activating the SLA Breakdowns plugin
(com.snc.sla.breakdowns) to ensure that breakdown data is generated correctly. If you have
ever customized either of these two script includes, you must incorporate all
customizations
Added into thejob
a table cleanup London versions of these files from This
sla_breakdown_by_assignment. the most recent upgrade.
job automatically removes
any breakdown data (records) that are older than one year.

New SLA Overview Homepage

Deprecated and replaced the SLA homepage with an all new SLA Overview dashboard.
This new dashboard can be found by navigating to Service Level Management > Overview
or Self-Service > Dashboards. This dashboard is enabled by default for new customers.
Upgrading customers must enable the com.snc.sla.overview plugin to activate this new
dashboard.

New Performance Analytics Dashboard

Added a new Performance Analytics dashboard called SLA Overview (Premium). To enable
this dashboard, the plugin (com.snc.pa.sla.overview) must be activated.

New Task SLA Field Styles

Added field styles to the Task SLA list view, replacing the legacy colored dots with a bar
graph which is colored based on the amount of SLA duration that has elapsed. SLAs with
50% or less duration are displayed as green, SLAs between 50-75% SLA duration are
displayed as yellow, SLAs with 75-100% duration are displayed as orange, and any SLA
marked as breached displays a red bar.

Activation information
The SLA Breakdowns plugin (com.snc.sla.breakdowns) is activated by default for new
customers. Upgrading customers must activate the plugin to install the SLA breakdowns
feature.

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 ServiceNow | London release notes

Service Catalog release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Service Catalog product enhancements and updates in the London release.

Service Catalog provides a requestor view of available service and product offerings
provided by departments within the organization.

London upgrade information

Before upgrading, you should be aware of changes made to the underlyingService Catalog
data model. These changes affect the way that you implement multiple service catalogs. For
details, see Upgrade to multiple service catalogs. If you are upgrading from a version prior to
the Fuji release, see Migrate cart layouts.

New in the London release

Multi-row variable set

Use a multi-row variable set to capture variable data in a table layout while submitting a
catalog item request for a group of entities.

Note: This variable set is also available in Service Portal.

Automated test framework for Service Catalog in Service Portal

Write automated end-to-end tests for requester flows to validate catalog items in Service
Portal. When you upgrade or modify an instance, run these tests to confirm that the
instance still works as designed. The following test step configurations are available in the
Automated Test Framework (ATF) for Service Catalog in Service Portal:

• Open a Catalog Item (SP)

• Open a Record Producer (SP)
• Set Variable Values (SP)
• Set Catalog Item Quantity (SP)
• Validate Variable Values (SP)
• Variable State Validation (SP)
• Validate Price and Recurring Price (SP)
• Add Item to Shopping Cart (SP)
• Order Catalog Item (SP)
• Submit Record Producer (SP)

Note: ATF for Service Catalog in Service Portal is not supported for order guides
and multiple items in the cart.

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 ServiceNow | London release notes

Checkout Shopping Cart ATF test step configuration

Use the Checkout Shopping Cart server test step configuration to test the submission of a
shopping cart in the Now Platform and Service Portal.

Assert type for the Search for a Catalog Item ATF test step configuration

Use the Assert Type field in the Search for a Catalog Item test step configuration to specify
the condition for the success of the test step.

Create Request UI action

Create a catalog request from other flows to join the Service Catalogflow. By default, this UI
action is available from the incident flow, where you can create a request, and associate the
request with the incident. You cannot add items to the wish list or save a record producer in
these flows.

When you create a request from an incident, the caller of the incident is automatically set
as the Requested For user for both the one-step and two-step checkout. If the two-step
checkout is enabled, the fulfiller can change the Requested For user.

Note: The Best Practice - Incident Resolution Workflow plugin

(com.snc.bestpractice.incident) should be active for creating a request from
an incident.

Associate a record producer request with the parent table record by retrieving the
sysparm_parent_sys_id and sysparm_parent_table parameters from the URL using the
RP.getParameterValue() method in the Script field of the record producer.

Request Parent Mapping submodule

Use the Request Parent Mapping submodule to add the mapping configuration for
associating a request with any parent table record. Only the admin and catalog_admin roles
have access to this submodule.

By default, the request mapping configuration is available for the Incident [incident] table.

Service Catalog parameters

Use the following Service Catalog parameters to link the parent record to the child record
when using the catalog experience, that is, when a catalog is launched from a parent record
(for example, incident).

• sysparm_parent_sys_id
• sysparm_parent_table
• sysparm_view

Variable SQL Debugger

Use the Variable SQL Debugger to analyze the impact of the variable setup of a catalog
item on its runtime performance, and identify the issues, if any. You can review the
processing time of the catalog item and its variables based on the triggered SQL queries.

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 ServiceNow | London release notes

Permission tab for a variable

Use the Permission tab while creating a variable to specify the read, write, and create roles
of the variable.

If no role is specified in this tab for the read, write, or create actions, all users who can
access the catalog item can perform these actions irrespective of their role. For example, if
no role is specified for the Write roles field, all users who can access the catalog item can
edit the variable value in the variable editor.

If you are upgrading to London and the catalog item form has been customized, the
Permission tab is not visible until you revert the customization.

Decryption support for a masked variable

Decrypt and encrypt the values of a masked variable using the Show and Hide buttons.
These buttons are not available for a fulfiller (itil) without the catalog_view_masked role.
However, the requester always has access to these buttons and the variable value on
records submitted by the requester. The decryption support is also applicable in Service
Portal.

Order for a catalog UI policy action

Use the Order field for a catalog UI policy action to specify the sequence in which the UI
policy action is evaluated. The order is evaluated from the lowest value to the highest value.
This order is also applicable in Service Portal.

Post-processing script for a record producer

Use the Post insert script field on a record producer form to include scripts that operate on
the submitted record, after the record is inserted in the associated table.

Note: Post insert script overrides the target record values and record producer
template values.

Clear a variable value using a catalog UI policy action

Select the Clear the variable value check box on a catalog UI policy action to clear the
variable value. The selection is also applicable in Service Portal.

Auto-population of names for variables and variable sets

The Internal name field for a variable set is auto-populated based on the Title field for all
variable types except break, container split, and container end.

The Name field for a variable is auto-populated based on the Question field for all variable
types except break, container split, and container end.

Server-side scripting support for variables of a variable set

Use the Internal Name field of a variable set to access its variables that are set on the target
record. You can access the variable value of the target record in a script using:
gr.variables.variable_set_name.variable_name

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 ServiceNow | London release notes

For example, consider a variable set with the internal name vset and the variable single.
Access the variable value of the target record in a script using:
gr.variables.vset.single

Ability to access variables for task records

Use scripts to access variables of task records using the following access points:

• gr.variables: Gets GlideElementVariable of variables and variable sets associated with a

GlideRecord.
• gr.variables.getVariableValues(): Gets the name value pair of variables associated with a
GlideRecord.
• gr.variables.getElements(): Gets GlideElementVariable for variables within a GlideRecord.
• gr.variables.<var_name>.getQuestion(): Returns the Question object of each
GlideElementVariable.

Support for a record producer variable mapped to an encrypted field

If the record producer variable is mapped to an encrypted field of a target table, then this
variable value is not stored in Question Answer [question_answer] table. So, this variable
value is also not available in the variable editor of the target record.

If the record producer variable is masked and encrypted, and mapped to an encrypted field
of a target table:

• The variable value is not stored in Question Answer [question_answer] table.

• The decrypted value of the variable is copied to the encrypted field of the target record.

UserCriteriaLoader API

Use the UserCriteriaLoader API to get the user criteria associated with a specific user, or a
user associated with a specific linkTable. To use this class in a scoped application, use the
sn_uc namespace identifier.

New method for the Service Catalog REST API

Use the following method to get the display value of the specified variable.
POST /sn/sc/servicecatalog/variables/{sys_id}/display_value

Changed in this release

Category change for the Search for a Catalog Item ATF test step configuration

Moved the Search for a Catalog Item test step configuration from the Service Catalog
category to the Server category.

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 ServiceNow | London release notes

Choice direction of a variable question in Service Portal

The Choice direction field value of a Lookup multiple choice variable question is applicable
in Service Portal.

Default quantity choice

The default quantity choices are 1–10. These values are configured under System Definition
> Choice Lists for the Item [sc_cart_item] table and the quantity element.

My Request Filter condition

The default filter condition is updated to display the active requests opened by or
requested for the current user by navigating to Self-Service > My Requests.

Modifications to a variable set

• Variable set is elevated as a first-class citizen in Service Catalog. Like variables, a variable
set has read, write, and create roles. If roles are provided for a variable set, the roles are
applicable for the variables within the set. Roles of an individual variable are overridden
by the roles of the variable set.
• The Name field of a variable set is deprecated and replaced with the Title field.
• A catalog item cannot have two variable sets with the same internal name.

Modifications to the Service Portal API

The result for $sp.getCatalogItem() API has changed to:

{
..
_fields: {
name:'<name>'
variable_name:'IO:<sys_id>'
}
}

Prior to the London release, the result was as follows:

{
..
_fields: {
name:'IO:<sys_id>'
variable_name:'<name>'
}
}

Removed in this release

• Removed sc_cat_item_producer from the exclusion list of the
glide.sc.item.order_guide_exclusion property.

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 ServiceNow | London release notes

Activation information
Active by default.

Walk-up Experience release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Walk-up Experience is a new application in the London release.

Walk-up Experience enables your IT organization to set up a contact channel to support

both online check-in and onsite check-in to a pre-established walk-up service center. Walk-
up Experience is for anyone who would prefer to meet face-to-face with an experienced IT
technician in a welcoming and supportive environment.

Walk-up Experience features

Domain separation

Use the domain separation feature to define which end users can access each location
queue.
Open interaction tickets for a specific domain. when addressing interaction tickets
Work within a domain-separated environment
associated with a location
Access management queue.
and administration configurations residing in the walk-up location
queue records. These configurations are available to the respective domain managers and
admins.
Reuse portal pages across different service portals designed and configured for separate
domains.

Requester experience

Check into a walk-up queue and submit issues or requests online from a laptop, tablet, or
mobile
Check device.
into a
Participate inwalk-up queue and submit
customer-satisfaction issues
surveys or onsite
both requests at the
at the physical
walk-up location.
location and via
email.
Receive push and email notifications regarding walk-up interaction creation and
assignment.

Customization and configuration

Configure the Walk-up Experience application to meet your specific requirements. You can
decide when to send notifications to users, establish physical queue locations and
operating schedules, integrate with CSAT surveys, and associate stockrooms with queue
locations.
Customize the Walk-up Experience portal with your own unique branding and logo.

Fulfiller experience

Manage all aspects

View assigned of alocations,
walk-up Walk-up Experience
interactions,location and its interaction
and associated stockroomsdemand.
used for walk-up
fulfillment.

Stockroom and inventory management

Create stockrooms and assign assets and groups specifically for your Walk-up Experience
location.

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 ServiceNow | London release notes

View and access stockrooms to provide commonly requested hardware and software assets
to walk-up
Monitor queue guests.
inventory and alert asset and inventory managers when additional consumables are
needed.

Dashboard and reporting

View basic high-level reporting on incident and request types, record volume, average wait
and service
Oversee andtimes, assignments
gain analytical by technician
knowledge aboutand
the location, and more.
walk-up location operations and report
performance data to upper management.

Activation information
You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin
role. This plugin includes demo data.

For more information, see Walk-up Experience.

Performance Analytics and Reporting release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Performance Analytics and Reporting have new and updated features in the London release.
• Performance Analytics release notes

ServiceNow® Performance Analytics product enhancements and updates in the London

release.
• Reporting release notes

ServiceNow® Reporting product enhancements and updates in the London release.

• Dashboards release notes

ServiceNow® Dashboards product enhancements and updates in the London release.

Performance Analytics release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Performance Analytics product enhancements and updates in the London

release.

New in the London release

Dependency Assessment Tree View

View, analyze, and edit your performance analytics components including widgets,
indicators, and breakdowns, from a single view. By viewing the hierarchy of components
and the relationships between them, you can see immediately who is impacted by a change
and what the effects of your changes are.

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 ServiceNow | London release notes

Breakdown Management

Track breakdowns back to indicator sources and configure the breakdown matrix using an
intuitive UI.

Breakdown Matrix Management

Collect and manage two-breakdown combinations for automated indicators in a new UI.

Changed in this release

Spotlight

• Changed Spotlight job scheduling so it is set for each Spotlight group. You no longer have
a single job for all Spotlight groups. See Create a Spotlight group.
• Changed score retention. Only the most recent Spotlight scores are available. New
Spotlight scores overwrite older scores. The first time you run a Spotlight job after
upgrading to this version of ServiceNow®, any existing Spotlight scores are deleted.
• Provided Spotlight logs to help in debugging. See Spotlight logs.
• Automated the creation and maintenance of database views that join Spotlight group and
facts tables. See Viewing Spotlight data.
• Provided on-the-fly Interactive Analysis to examine the results of Spotlight evaluations.
See Spotlight interactive analysis.

Text analytics

Added the ability to search for phrases, not only individual words, in indicator text fields.

Analytics diagnostics

Added the ability to run all active, applicable diagnostics for one indicator. Previously, you
could only run one diagnostic for all applicable records, or all diagnostics for all applicable
records.

Performance Analytics data forecasts

Added the Random Forest method for time series, which creates a multitude of decision
trees based on the historical data and then outputs the mean prediction of the trees. Also
added 95% confidence intervals to forecasting on time series widgets, and upper and lower
bounds for forecast values.

Removed in this release

• Spotlight: The previous scheduled job, which was run for all Spotlight groups at once, has
been removed and replaced with scheduled jobs set for each Spotlight group.

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 ServiceNow | London release notes

Activation information
Platform feature — Complimentary Performance Analytics for Incident Management is active
by default.

• Full Performance Analytics functionality requires a separate subscription. For more

information, see Get licensed Performance Analytics.

Reporting release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Reporting product enhancements and updates in the London release.

New in the London release

New dot-walking component

Report on extended table fields more easily with reworked dot-walking functionality.

Report_view access control

Restrict views of content derived from a table or views of reports with aggregated data
grouped by a field specified in the ACL. Prevents users from seeing unauthorized data.

New report_user role

Assign this user role to provide access to reporting functionality and creating reports, but
not sharing them.

Interactive filter enhancements

Apply filters to database views as well as to all tables in a hierarchy.

Changed in this release

Report type search

When you create a report, the Report type choice list automatically populates when you
enter text. For example, if you type pivot, only Pivot table and Multilevel pivot table report
types are shown.

Favorites filtering in the Reports list

When you view the Reports list, Favorites filtering is on by default. Click the Favorites
filtering button to display all reports.

Remove the old Report Builder UI

The admin can remove the old Report Builder and restrict users to the new Report Designer
UI for creating and editing reports.

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 ServiceNow | London release notes

Plotting nil vs. null data in time series reports

When creating or editing time series reports that contain multiple datasets, you can choose
to have time points with missing data plotted as gaps rather than as zero values. For more
information about creating time series reports that use line visualizations, see Report types
and creation details.

Activation information
• Platform feature – active by default.

Dashboards release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Dashboards product enhancements and updates in the London release.

London upgrade information

• Responsive dashboards are enabled by default on new instances. On upgrading instances,
responsive canvas must be enabled by an administrator.

New in the London release

Responsive dashboard enhancements

Functionality for sharing dashboards improved. The default message that is sent when you
share a dashboard is clearer. Dashboard sharing uses standard platform notifications, so
you can modify default email notification content and styling. In addition, you can
personalize the message or choose not to send the invitation email at all when, for example,
you share a styling
Dashboard dashboard regularly. Foroptions
and visualization more information, see Sharethe
improved, including a responsive dashboard.
ability to hide widget
headers and change the colors of the dashboard background, widget header, and widget
title. For more information, see Configure widget layouts.

Dashboard_admin role added

Users with the dashboard_admin role have full view, edit, delete, and share privileges on all
dashboards in the instance, including inactive dashboards.

Dashboard Tab Management

The
Usersapplication
cana no checks
longer if or
edit a tab is linked
delete to another
tabs that they dodashboard
not when a user tries to delete it.
Deleting dashboard also deletes related tabs if they areown.
not used anywhere else. For more
information, see Manage responsive dashboards.

Dashboards Overview enhancements

• The sysparm_group parameter added so that users can pre-select the dashboard group
in the URL of the Dashboards Overview. For more information, see Dashboard group URL
parameter.

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 ServiceNow | London release notes

• Tooltips with explanations and field names added to the elements of each card in the
Dashboards Overview.
• Dashboard group picker added to Dashboards Overview.
• Inactive dashboards are only visible on the Dashboard Overview page and in the
dashboard picker to the dashboard owner and to administrators.

• Dashboards upgrade information

Dashboards upgrade information for the London release.

Dashboards upgrade information

Last updated: July 26, 2018
Last updated: July 26, 2018

Dashboards upgrade information for the London release.

Enable Responsive Dashboards

To use Responsive Dashboards, both the Responsive Dashboards and Responsive Canvas
plugins need to be active.

• If Responsive Canvas was enabled in Helsinki, Istanbul, or Jakarta, Responsive Dashboards

functionality is enabled on upgrade to London. After upgrade all dashboards are
responsive, including dashboards that were not responsive during Helsinki. All users on
your instance can create, edit, and share dashboards.
• If Responsive Canvas was not enabled in Helsinki, Istanbul, or Jakarta, Responsive
Dashboards functionality is not enabled on upgrade to London. The plugins are activated
by default, but the glide.cms.enable.responsive_grid_layout system property is set to false.
To enable Responsive Dashboards, set this property to true.

Note: If the glide.cms.enable.responsive_grid_layout does not exist or if it exists

and is set to true, Responsive Dashboards functionality is enabled.

If you are upgrading from a release prior to Helsinki, Responsive Dashboards functionality is
not enabled on upgrade to London. The plugins are activated by default, but the
glide.cms.enable.responsive_grid_layout system property is set to false. To enable
Responsive Dashboards, set this property to true.

Review dashboard layouts after enabling Responsive Canvas

• During conversion to Responsive Canvas, the layout of dashboards may slightly change.
Highly customized dashboards may have significant changes, such as different widget
layouts. After upgrading, review each dashboard for changes and adjust the layout as
necessary on the drag-and-drop canvas.

Dashboard versions of homepages after enabling Responsive

Canvas
• If you have Responsive Canvas enabled, you will be prompted to convert your homepages
to responsive dashboards. During conversion to Responsive Canvas, the layout of
dashboards may slightly change. Highly customized dashboards may have significant

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 ServiceNow | London release notes

changes, such as different widget layouts. After upgrading, review each dashboard for
changes and adjust the layout as necessary on the drag-and-drop canvas.

Migration of permissions
• For releases prior to Istanbul, Performance Analytics roles were required to view and edit
dashboards. Starting in Istanbul, dashboards use a new permissions system and
Performance Analytics roles are no longer required to view or edit dashboards. To ensure
access to existing dashboards remains the same after migration, the pa_viewer, pa_admin,
and pa_power_user roles are added to a dashboard or its group during migration to the
London permissions.

These roles are typically added directly to the dashboards they apply to. However, when
no role permissions are defined for the dashboard or the group a dashboard belongs to,
the pa_viewer view permissions is applied to the dashboard group. (pa_power_user and
pa_admin roles are still applied to the dashboard.)

Additionally, during the upgrade all existing dashboards are configured to require the
pa_viewer role to view with the Restrict to role field on the dashboard properties form.
This restriction provides an extra layer of security.

Related Topics
• Upgrade hour instance
• Enable responsive dashboards

Security Operations release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

Security Operations has new and updated features in the London release.
• Security Incident Response release notes

ServiceNow® Security Incident Response product enhancements and updates in the

London release.
• Vulnerability Response release notes

ServiceNow® Vulnerability Response product enhancements and updates in the London

release.
• Configuration Compliance release notes

ServiceNow® Configuration Compliance product enhancements and updates in the

London release.
• Hybrid Analysis integration release notes

ServiceNow® Hybrid Analysis is a new integration in the London release.

• PhishTank integration release notes

ServiceNow® PhishTank is a new integration in the London release.

• Reverse Whois integration release notes

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 ServiceNow | London release notes

ServiceNow® Reverse Whois is a new integration in the London release.

• Shodan integration release notes

ServiceNow® Shodan is a new integration in the London release.

• Threat Crowd integration release notes

ServiceNow®Threat Crowd is a new integration in the London release.

Security Incident Response release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Security Incident Response product enhancements and updates in the London
release.

With Security Incident Response (SIR), manage the life cycle of your security incidents end-
to-end from initial analysis to containment, eradication, and recovery. Security Incident
Response enables you to get a comprehensive understanding of incident response
procedures performed by your analysts over time and understand trends and bottlenecks in
those procedures with analytic-driven dashboards and reporting.

Built-in integrations with third-party cyber security solutions and partner-developed

integrations from the ServiceNow Store enable security automation and orchestration for
efficient and accurate incident response.

New in the London release

Setup Assistant

Walk through the Security Incident Response setup process in a simple, step-by-step
fashion. The Setup Assistant helps you discover which capabilities of Security Incident
Response require configuration, identify what permissions are required to configure them,
and learn what settings are recommended for your environment. Setup Assistant helps you
deploy Security Incident Response quickly and efficiently.

Security Analyst Workspace

Use the tile-based Security Analyst Workspace to easily and efficiently perform day-to-day
security analysis work. The customizable interface includes a peek feature for quickly
browsing key incident details, and tools for rapidly transitioning from investigation to
containment tasks.

Security Analyst Playbook

Resolve certain types of security threats in a step-by-step manner using the Built-in
Security Analyst Playbooks. For example, an analyst can use the playbook to resolve
phishing attacks and threats caused by malicious code activity.

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 ServiceNow | London release notes

Changed in this release

User-Reported Phishing Enhancements

The User-Reported Phishing feature, introduced in the Kingston release, has been enhanced
to receive forwarded phishing mail submissions. Alert employees can forward suspicious
mails from any device (including mobile phones) to their ServiceNow instance mailbox to
automatically generate a phishing security incident for the Security Operations Center to
work on.

Domain Separation Support for Integrations

All existing and future integrations are domain separated, enabling Managed Security
Service Providers to provide domain-separated implementations of integrations, such as
threat lookup, observable enrichment, and sighting search on a per-user basis. Domain
separation removes any limitations on using one common implementation of an integration
for all users.

Activation information
Activate the Security Incident Response (com.snc.security_incident) plugin and configure it
based on the needs of your organization using Setup Assistant. This plugin is available as a
separate subscription.

Vulnerability Response release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Vulnerability Response product enhancements and updates in the London

release.

The Vulnerability Response application in Security Operations prioritizes vulnerable items

and adds business context to help security determine whether business critical systems are
at risk. Using the CMDB, Vulnerability Response can easily identify dependencies across
systems and quickly assess the business impact of changes or downtime. Vulnerability
Response provides a comprehensive view of all vulnerabilities affecting a given service, as
well as, the current state of all vulnerabilities affecting the organization.

London upgrade information

For releases prior to Kingston, during upgrade the Vulnerable Item table is reparented to
improve performance. If you have large numbers of vulnerable items, the upgrade process
may take additional time. No special handling is needed, however, you should stop any
Vulnerability Response activities prior to upgrade and record your vulnerable item count.
Once complete, verify that your pre- and post-upgrade vulnerable item counts match each
other. For more information on the impact of reparenting, see the Upgrade impact of
reparenting change in the Kingston release [KB0680550] article in the HI Knowledge Base.
For information on the upgrade impact to existing instances, see the Vulnerability Response:
FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge Base. This information
does not apply if you upgrade from Kingston to this release. For Kingston release
information, see Kingston Vulnerability Response release notes.

To reduce upgrade time, if you have Qualys or a third-party integration installed, delete all
attachments on your integration data sources. You can find the attachments by navigating

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 ServiceNow | London release notes

to System Import Sets > Administration > Data Sources and searching by integration. See
Manage attachments for more information.

Application administration is not enabled, by default, in Vulnerability Response for upgrades.

If you have added custom tables that rely on inherited ACLs, you must recreate the ACLs on
that custom table. If you added custom roles or custom ACLs, and you enable Application
administration, retest those roles and ACLs after upgrading. Ensure the assignable by
attribute on the roles is set correctly to enable access to application administration.

Note: Once enabled, Application administration cannot be disabled.

Existing CI Identifier Rules are disabled by default but not removed. They appear in Security
Operations > CI Lookup Rules. To reenable, open a rule and enter values for Source and
Source field, select the Active check box, and click Submit.

When upgrading from a version prior to Kingston, the Vulnerable Items by Remediation
Target Status report does not appear in the Vulnerability Response Overview and must be
added manually.

New in the London release

Setup Assistant

Use Setup Assistant to walk you through the Vulnerability Response setup process in a
simple, step-by-step fashion. Setup Assistant helps you discover which capabilities of
Vulnerability Response require configuration, identify what permissions are required to
configure them, and learn what settings are recommended for your environment. Setup
Assistant helps you deploy Vulnerability Response quickly and efficiently.

CI Lookup Rules

Configure the tables and fields within the CMDB that are used to look up existing
Configuration Items when importing Vulnerable Items with CI Identifier Rules. They are also
used for other Security Operations integration use cases. Rules are extensible to
accommodate attribution and data that may be unique to a customer environment.

Multi-source Qualys vulnerability integration support

Provide a unified view into the vulnerability exposure of your organization, using the
Vulnerability Response multi-source support for the Qualys Cloud Platform. Multiple
vulnerability assessment application deployments, and even multiple deployments from the
same vulnerability assessment vendor, often occur after mergers and acquisitions.

Multi-source support enables you to integrate multiple Qualys Cloud Platform deployments
into a single instance of Vulnerability Response. Assets identified by multiple Qualys
deployments and their vulnerabilities are consolidated and reconciled with your CMDB. This
consolidation happens even when scan processes overlap between the multiple
deployments. Qualys vulnerability integration Knowledge Base records are normalized
across deployments, ensuring that instances of the same vulnerability across deployments
are treated as the same vulnerability.

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 ServiceNow | London release notes

Discovered Items

Understand how hosts, discovered in your vulnerability assessment application, correspond

to configuration items (CIs) in your CMDB using the Discovered Items feature. You can see
how vulnerability instances from your vulnerability assessment application are de-
duplicated when imported. For each host represented in each of your vulnerability
assessment applications, a discovered item is created. The discovered item is then
associated with its corresponding CI in the CMDB. Host information from your vulnerability
assessment application is saved in the discovered item, which can aid in reclassifying the
associated CI, as needed. The default listing for Discovered Items is unmatched CIs.

Vulnerability Rollup Calculator

Use the risk score of vulnerable items to roll up the risk score at the Vulnerability group
level.

Risk Score enhancements

See how to use the interface to create a calculator using sample risk calculators, provided
with the base system. These calculators are disabled by default.

New Reason added to the Closed state

Added Fixed with Exceptions to the Vulnerability Group Closed state. This choice handles
the case where not all vulnerable items are fixed, but the remediation specialist is finished
working with that group.

System property: sn_vul.impacted_services.limit

Sets a limit on the number of vulnerable item records the scheduled job retrieves when
calculating impacted services. Located in sys_properties.list.

Changed in this release

Reasons list for deferrals

The reasons for a deferral have changed and increased in number.

• Awaiting maintenance window

• False positive
• Fix unavailable
• Risk accepted
• Mitigating control in place
• Other

Removed in this release

• Vulnerability Configuration module: Replaced by Setup Assistant.
• CI Identifier Rules: Removed in favor of CI Lookup Rules.

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 ServiceNow | London release notes

• Closed state Fixed reason: Removed the Fixed reason. You are not able to change the
vulnerability group state manually to Closed/Fixed. The vulnerability group state changes
automatically to Closed/Fixed when all the vulnerable item states are changed to Closed/
Fixed.

Activation information
Activate the Vulnerability Response (com.snc.vulnerability) plugin and configure it based on
the needs of your organization using Setup Assistant. This plugin is available as a separate
subscription.

Configuration Compliance release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Configuration Compliance product enhancements and updates in the London

release.

Configuration Compliance is a Secure Configuration Assessment (SCA) application that

exposes your most high-impact, configuration-related security vulnerabilities. Configuration
Compliance aggregates scan results from integration with scanning applications, such as
Qualys Cloud Platform. You can prioritize configuration compliance issues using the
Configuration Management Database (CMDB). Configuration Compliance tightly integrates
with the IT change management process to remediate non-compliant configurations.

New in the London release

Multi-source support in Qualys

If you have multiple deployments of the Qualys Cloud Platform application, you can add an
integration for each deployment. Data sourced from each deployment is identified and
available in a single instance of Configuration Compliance.

Activation information
Activate the Configuration Compliance [com.snc.vulc] plugin and configure it based on the
needs of your organization. This plugin is available as a separate subscription.

Note: Configuration Compliance can process scan data from various sources.
The Qualys Cloud Platform plugin for Vulnerability Response has been
extended to import Qualys PC content and scan results into ServiceNow
Configuration Compliance. Plugins that support other configuration scanning
applications, such as those from Tenable, Rapid7, and TripWire, may exist.
See the ServiceNow Store for available plugins or consult your scanning
application representative, for availability.

Hybrid Analysis integration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Hybrid Analysis is a new integration in the London release.

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 ServiceNow | London release notes

Hybrid Analysis permits access to threat intelligence from an open online community in
which users analyze files and URLs for threats. Users share results and utilize research for
more effective incident responses. When integrated with ServiceNow Security Operations,
the threat intelligence results provide additional insight for security incidents or
investigations.

The Security Operations integrations capabilities framework, used with the Hybrid Analysis
integration, provides a high-level workflow independent from the integration vendor. The
workflow performs threat intelligence lookups on selected observables, specifically file
hashes, IP addresses, and URLs. The application checks for new observables as they arrive in
security incidents. If the observables are of a type recognized by the Hybrid Analysis API
integration, the observables are evaluated.

The application creates these components:

• Default Hybrid Analysis lookup workflow: Threat Lookup–Hybrid Analysis

• Script include: HybridAnalysisThreatLookupImplementation
• Scope: sn_sec_hybridanalysis

Hybrid Analysis integration features

Run threat intelligence lookups on file hashes, IP addresses, and URLs

Performs automatic threat intelligence lookups on file hashes, IP addresses, and URLs run
upon security incident creation.

See Verify expected results for Hybrid Analysis.

Track lookup execution and status in work notes

Configure the application and the workflow launches automatically. Track Hybrid Analysis
lookup execution and completion status in the work notes on the security incident record.

See Verify expected results for Hybrid Analysis.

Look up observables

Look up observables manually by attaching them to the security incident form and
launching workflows.

See (Optional) Manually attach an observable for Hybrid Analysis.

Examine results and lookup details

Examine the results that are displayed under the Threat Lookup Results tab at the bottom
of the security incident record. Details for child observables are displayed in the Show IOC
related link.

See Verify expected results for Hybrid Analysis.

Activation information
• Plugins

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 ServiceNow | London release notes

The Threat Intelligence (com.snc.threat.intelligence) plugin must be activated.

The Threat Intelligence plugin is available as a separate subscription. Unless the Security
Incident Response plugin is activated, some workflow and threat functionality is not
available. You can activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident) plugin and

configure it based on the needs of your organization using Setup Assistant. This plugin is
available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Additional requirements
While Hybrid Analysis is a free service, the service does require registration to acquire an API
Key and API secret (username and password). Visit the Hybrid Analysis website to register.

For more information about Security Operations and Threat Intelligence, see Threat
Intelligence.

PhishTank integration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® PhishTank is a new integration in the London release.

PhishTank is a community-based phishing verification system into which users submit

suspected threats, and other users in the system vote to determine whether the phishing
threats are legitimate. When integrated with ServiceNow Security Operations, the threat
intelligence results provide additional insight for phishing-related security incidents or
investigations.

The Security Operations integrations capabilities framework, used with the PhishTank
integration, provides a high-level workflow independent from the integration vendor. The
workflow performs threat intelligence lookups on selected observables, specifically URLs.
The application checks for new observables. If the observables are of a type recognized by
the PhishTank API integration, the observables are queried for a threat lookup response.

The application creates these components:

• Default PhishTank lookup workflow: Threat Lookup–PhishTank

• Script include: PhishTankThreatLookupImplementation
• Scope: sn_sec_phishtank

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PhishTank integration features

Run threat intelligence lookups on potential phishing site URLs

Performs automatic threat intelligence lookups on potential phishing site URLs upon
security incident creation.

See Verify expected results for PhishTank.

Track lookup execution and status in work notes

Configure the application and the workflow launches automatically. Track lookup execution
and completion status in the work notes on the security incident record.

See Verify expected results for PhishTank.

Look up observables

Look up observables manually by adding them to the security incident form and launching
workflows.

See (Optional) Manually attach an observable for PhishTank.

Examine results and lookup details

Examine the results that are displayed on the Threat Lookup Results tab at the bottom of
the security incident.

See Verify expected results for PhishTank.

Activation information
• Plugins

The ServiceNowThreat Intelligence (com.snc.threat.intelligence) plugin must be

activated.

The Threat Intelligence plugin is available as a separate subscription. Unless

the ServiceNow Security Incident Response plugin is activated, some workflow and
threat functionality is not available. You can activate Security Incident Response before
or after Threat Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident) plugin and

configure it based on the needs of your organization using Setup Assistant. This plugin is
available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

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Additional requirements
A PhishTank API key is required for the integration. Visit the PhishTank website for more
information and to obtain the API key.

For more information about Security Operations and Threat Intelligence, see Threat
Intelligence.

Reverse Whois integration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Reverse Whois is a new integration in the London release.

Reverse Whois is a service that performs searches on domain names registered by

individuals or organizations. Domain registration information includes the list of all domains
registered, active, and historical. Searches are based on terms that can include an
organization name, registrant email, or registrant phone number. When integrated with
ServiceNow Security Operations, this registered domain information provides additional
enrichment data and insight for security incidents or investigations.

The Reverse Whois integration, when used with the security operations integrations
capabilities framework, provides a high-level workflow independent from the integration
vendor. Once installed and activated, the Reverse Whois API searches domain records based
on search terms you enter, and it returns all records that correspond with those terms.

The application creates these components:

• Default Reverse Whois lookup workflow: Enrich Observable- Reverse Whois

• Script includes:
ReverseWhoisObservableEnrichment
ReverseWhoisConfiguration
ReverseWhoisAjax
• Table: Reverse Whois Domain (sn_sec_whois_rvs_domain)
• Scope: sn_sec_whois_rvs
• REST Message: Reverse WHOIS Lookup

Reverse Whois integration features

Run enrichment lookups

Performs enrichment lookups on selected observables that you manually attach to a

security incident record.

See Initiate the lookup for Reverse Whois.

Track lookup execution and status in work notes

Track lookup execution and completion status in the work notes on the security incident
record.

See Verify expected results for Reverse Whois.

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 ServiceNow | London release notes

Examine results and lookup details

Examine the results that are displayed on the Reverse Whois Domains tab under Related
Links.

See Verify expected results for Reverse Whois.

Activation information
• Plugins

The Threat Intelligence (com.snc.threat.intelligence) plugin must be activated.

The Threat Intelligence plugin is available as a separate subscription. Unless the Security
Incident Response plugin is activated, some workflow and threat functionality is not
available. You can activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident) plugin and

configure it based on the needs of your organization using Setup Assistant. This plugin is
available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Additional requirements
In addition to the ServiceNow Security Operations plugins, you must be a customer of the
WhoIsXML API service. Visit the WhoIsXML website for information about the service
capabilities.

For more information about observable enrichment and Threat Intelligence, see Threat
Intelligence.

Shodan integration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Shodan is a new integration in the London release.

Shodan is a search engine for Internet-connected devices that analyzes service banner
information from connected devices all around the globe. Service banners include
information about a computer system, such as host name, device type, operating system,
geographic location, and connected ISP. When integrated with ServiceNow Security
Operations, this service banner information provides additional enrichment data and insight
for security incidents or investigations.

The Security Operations integrations capabilities framework, used with the Shodan
integration, provides a high-level workflow independent from the integration vendor. The
workflow performs enrichment on selected observables, specifically IP addresses, URLs, and

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 ServiceNow | London release notes

file hashes. The application checks for new observables every five minutes. If the
observables are of a type recognized by the Shodan API Integration, the observables are
enriched.

The application creates these components:

• Script includes:
ShodanConfiguration
ShodanIntegration
• Newly defined tables:
Network Banner
Location
• Module: Network Banner
• Scope: sn_sec_shodan

Shodan integration features

Run enrichment lookups on selected observables

Performs automatic enrichment lookups on selected observables upon security incident

creation.

See Verify expected results for Shodan.

Track lookup execution and status in work notes

Configure the application and the workflow launches automatically. Track lookup execution
and completion status in the work notes on the security incident record.

See Verify expected results for Shodan.

Look up observables

Look up observables manually by adding them to the security incident form and launching
workflows.

See (Optional) Manually attach an observable for Shodan.

Examine results and lookup details

Examine the results that are displayed on the Network Banners and Observable Enrichment
tabs under Related Links.

See Verify expected results for Shodan.

Activation information
• Plugins

The Threat Intelligence (com.snc.threat.intelligence) plugin must be activated.

The Threat Intelligence plugin is available as a separate subscription. Unless the Security
Incident Response plugin is activated, some workflow and threat functionality is not

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 ServiceNow | London release notes

available. You can activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident) plugin and

configure it based on the needs of your organization using Setup Assistant. This plugin is
available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Additional requirements
In addition to the ServiceNow Security Operations plugins, a Shodan API key is required. To
obtain the Shodan API key and learn more about the Shodan APIs, visit the Shodan
Developer website. Follow the instructions for creating an account.

For more information about observable enrichment and Threat Intelligence, see Threat
Intelligence.

Threat Crowd integration release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow®Threat Crowd is a new integration in the London release.

Threat Crowd is a free service powered by AlienVault that collects artifacts relating to cyber
threats for domains, URLs, IPs, and email addresses. The service is part of an open threat
intelligence community which permits global collaboration and sharing of cyber threats.
With Threat Crowd, you can share the IP addresses or websites from where attacks
originated. Additionally, you can look up specific threats to see if anyone in the threat
intelligence community has provided information about the threat, or has determined the
threat to be malicious. When integrated with ServiceNow Security Operations, the threat
intelligence results provide additional insight for security incidents or investigations.

The application creates these components:

• Default Threat Crowd lookup workflow: Threat Lookup–ThreatCrowd

• Script include: ThreatCrowdThreatLookupImplementation
• Scope: sn_sec_threatcrowd

Threat Crowd integration features

Run enrichment lookups for URLs, IPs, hashes, and email addresses

Performs threat intelligence lookups for URLs, IPs, hashes, and email addresses.

See Verify expected results for Threat Crowd.

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 ServiceNow | London release notes

Track lookup execution and status in work notes

Configure the application and the workflow launches automatically. Track lookup execution
and completion status in the work notes on the security incident record.

See Verify expected results for Threat Crowd.

Look up observables

Look up observables manually by adding them to the security incident form and launching
workflows.

See (Optional) Manually attach an observable for Threat Crowd.

Examine results and lookup details

Examine results that are displayed under the Threat Intelligence Results tab.

See Verify expected results for Threat Crowd.

Supported observable types

• IP address
• URL
• Domain
• Email address
• File hashes
• Antivirus detections

Activation information
• Plugins

The Threat Intelligence (com.snc.threat.intelligence) plugin must be activated.

The Threat Intelligence plugin is available as a separate subscription. Unless the Security
Incident Response plugin is activated, some workflow and threat functionality is not
available. You can activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident) plugin and

configure it based on the needs of your organization using Setup Assistant. This plugin is
available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

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For more information about Security Operations and Threat Intelligence, see Threat
Intelligence.

Software Asset Management release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

ServiceNow® Software Asset Management product enhancements and updates in the

London release.

The Software Asset Management application lets you manage your software assets by
automatically normalizing, reconciling, and reclaiming software assets.

London upgrade information

Warning: If you upgrade to Software Asset Management (com.snc.samp) plugin
from Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert back to
Software Asset Management plugin
(com.snc.software_asset_management).

New in the London release

Adobe Cloud License Management publisher pack

Use the Adobe Cloud License Management publisher pack for enhanced discovery of
Adobe subscriptions to determine license compliance. The Adobe User Management API is
used for integration with Adobe Creative, Experience, and Document Cloud for
normalization and reconciliation. Discovery sources include ServiceNow Discovery,
Microsoft SCCM, and Jamf.

Adobe Cloud dashboard using Performance Analytics is activated with this publisher pack
to forecast cloud license cost and consumption.

Citrix publisher pack

Use Citrix publisher pack for reconciliation and optimization of Citrix products, such as
XenApp and XenDesktop, to determine license compliance. Optimization includes license
usage for concurrent users as well as per device, per processor, and per user. ServiceNow
Discovery identifies applications deployed in your Citrix farm from the Citrix Delivery
Controller using OData APIs.

Citrix dashboard using Performance Analytics is activated with this publisher pack for
compliance and cost optimization.

Software lifecycle content included in the Software Library

Identify risk of software installed throughout your environment using software lifecycle
content, such as general availability and end-of-life dates, provided as part of the Software
Library. Software lifecycle content is also useful for Technology Portfolio Management
(ITBM) to perform application rationalization.

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 ServiceNow | London release notes

Automated software entitlement import

Streamline the process of importing software license entitlements into the Software Asset
Management application using a Microsoft Excel spreadsheet. Critical validation is
performed during the import, such as identification of errors and duplicates, to ensure the
data is accurate and complete. Validation records are included in the Entitlement Import
Error list.

License Change Projection

Integrate Change Management with Software Asset Management to automatically calculate

the impact of software license costs within Change Management when a change is
proposed.

License Position report

Use the License Position report to view compliance details for each software model in a
single list. The License Position report makes your license position easy to understand from
reconciliation output.

On-premise customer support

Upload Software Library content to your on-premise environment from a zip file to take full
advantage of the Software Library in Software Asset Management. On-premise customers
can participate in the Software Asset Management Content Service by exporting custom
content to contribute to the improvement of the normalization service. Exported data
includes custom content, such as discovery models not fully normalized, and custom part
numbers.

Updated dashboards using Performance Analytics to trend KPIs for SAM

Leverage native ServiceNow platform capabilities to trend Microsoft, Oracle, IBM, VMware,
and Citrix software cost and compliance key performance indicators (KPIs) over time. You
can also customize your own KPIs to track progress toward your software asset goals.

IBM publisher pack enhancement

Automate reconciliation of IBM products, including complex server licensing scenarios,

using IBM publisher pack. Integration with IBM BigFix Inventory discovery application is
used to measure subcapacity and full-capacity license compliance for PVU and RVU license
metrics.

Oracle publisher pack enhancement

Set the Oracle reconciliation property for a VMware vCenter cluster so that all processors
on every ESX server are considered when determining license compliance. Oracle options
usage data is also collected.

Normalization suggestions

Evaluate suggestions to normalize discovery models which were previously manually

normalized incorrectly. Suggestions are automatically identified if an error exists after new

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 ServiceNow | London release notes

normalization content is delivered to your instance via the Content Library. Suggestions can
be either accepted, which updates the Discovery Model to the correct values, or rejected,
which leaves the manually normalized values.

Changed in this release

Unused rights have been renamed to rights available.

Activation information
The Software Asset Management Professional (com.snc.samp) plugin requires a separate
subscription and must be activated by ServiceNow personnel. This plugin includes demo
data and activates related plugins if they are not already active. See Request Software Asset
Management.

For the Software Asset Management (com.snc.software_asset_management) plugin and

Software Asset Management Foundation (com.snc.sams) plugin features of Asset
Management, see ITSM Software Asset Management.

Release notes summaries for London features

Last updated: July 26, 2018
Last updated: July 26, 2018

Consolidated release notes information for new and updated London features.

Learn about specific themes for multiple London products

In the London family, ServiceNow features and products were introduced or updated. Every
new or updated feature and product has its own individual release notes topic, which
includes information such as upgrade tasks, new features, changed features, browser
requirements, and other specifications. These product-specific release notes are listed in
Features and changes by product.

To help users look over different classes of information at a glance, each release notes
section has its own summary topic. For example, the Browser requirements for all London
features and products aggregates all browser requirements for features that were
introduced or updated in London.
• Upgrade information for all London features and products

Cumulative release notes summary on upgrade information for London features and
products.
• New features and products in London

Cumulative release notes summary on new London features and products.

• Changes to London features and products

Cumulative release notes summary on changes to London features and products.

• Removed features and products in London

Cumulative release notes summary on features that were removed from London features
and products.

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 ServiceNow | London release notes

• Activation information for all London features and products

Cumulative release notes summary on activation information for London features and
products.
• Browser requirements for all London features and products

Cumulative release notes summary on browser requirements for London features and
products.
• Accessibility information for all London features and products

Cumulative release notes summary on accessibility information for London features and
products.
• Additional requirements for all London features and products

Cumulative release notes summary on additional requirements for London features and
products.

Upgrade information for all London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on upgrade information for London features and
products.

Upgrade and migration information

Before you upgrade to London, review the upgrade information for any products you may
have. Some products require you to complete specific tasks before you upgrade.

Application or feature Details

Asset Management
Warning: If you upgrade to Software Asset Management
Foundation plugin (com.snc.sams) from Software
Asset Management plugin
(com.snc.software_asset_management), you
cannot revert back to Software Asset Management
plugin (com.snc.software_asset_management).

Automated Test
Framework Note: Tests can be promoted to production instances, but
the test execution property is disabled to prevent
them from running on a production system. Run tests
only on development, test, and other non-production
instances. See Enable or disable executing Automated
Test Framework tests

Cloud Management If you are upgrading, to the current release, from a release prior to Jakarta
with the cloud plugins (com.snc.azure, com.snc.aws, and
orchestration.vmware) activated on your instance and you decide to
activate the Cloud Management plugin (com.snc.cloud.mgmt), then the

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 ServiceNow | London release notes

Application or feature Details

cloud plugins activated prior to Jakarta may not work correctly. Do not use
the cloud plugins (com.snc.azure, com.snc.aws, and orchestration.vmware)
because they are deprecated. You must migrate all configurations,
discovery schedules, and catalog items to the post-Jakarta Cloud
Management plugin (com.snc.cloud.mgmt).

Dashboards
• Responsive dashboards are enabled by default on new instances. On
upgrading instances, responsive canvas must be enabled by an
administrator.

Edge Encryption When you upgrade from previous releases, you may encounter an issue
during Edge Encryption proxy server upgrades because the proxy has not
yet been upgraded to handle newly introduced request and response
codes.

During the proxy upgrade, a message like the following may appear in the
proxy logs:
Error:
2018-05-25 09:48:44,758 WARN Unexpected response code 555 from the ServiceNow
2018-05-25 09:48:44,784 ERROR Update stats received error code : 555 : ServiceN
2018-05-25 09:48:49,862 WARN Unexpected response code 555 from the ServiceNow

The solution is to restart the proxy and then retry the proxy upgrade.

Event Management The upgrade process moves your instance to a new ServiceNow release
version. Upgrading and patching your instance requires planning, testing,
and validation. To ensure a safe and effective upgrade, create upgrade
plans and test your upgrade on non-production instances before upgrading
your production instance.

Guided Tour Designer The Guided Tour Designer was first introduced in the Jakarta release with
support for guided tours on the standard platform UI. For new instances
created in Jakarta and beyond, guided tours are active by default. For
instances originating from pre-Jakarta, guided tours are inactive by default.
See Activate guided tours to enable the feature on your instance.

With the London release, you can also enable guided tours to run on
Service Portal pages. When you upgrade your instance to London, the
following results occur.

• For instances that are new in London, the Guided Tours for Service Portal
feature is active by default.
• For pre-London instances that you upgrade to London, the Guided Tours
for Service Portal feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the
com.glide.guided_tours.enable and glide.sp.guided_tours.enable
properties are both set to True. See Activate guided tours to enable the
feature on your instance.

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 ServiceNow | London release notes

Application or feature Details

HR Service Delivery
Note: When upgrading from Istanbul, HR document
templates have a new field. The Document type field
helps to filter a list of document templates that appear
on the HR case form. HR criteria works with this field
to further narrow the list of document templates you
want available for an HR case. Because Istanbul did
not have this field, you must create new or select an
existing document type for your document templates.
See Document Types.

MetricBase Legacy triggers are available only to upgraded instances. New activations
of the MetricBase application do not include legacy triggers.

MID Server
• There is a new process for accessing the install.service-now.com
download site for MID Server upgrades. New ServiceNow instances
handle all traffic from the download site, which eliminates the need for
MID Server host machines to connect with install.service-now.com.
However, instances upgraded to the London release require their MID
Servers to send their initial upgrade requests through install.service-
now.com. After the first upgrade, MID Servers can send subsequent auto-
upgrade requests directly to the instance, when the
mid.download.through.instance system property is set to true. For
details, see MID Server upgrade.
• The change to the Java Runtime Environment (JRE) installation
procedure for new MID Servers does not affect upgrades of existing MID
Servers. These MID Servers receive the supported JRE version when they
upgrade.

For additional information about MID Server upgrades, see:

• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor

tests the MID Server's ability to upgrade on your system before the
actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID
Servers manually.

Notifications If you are upgrading from a pre-Jakarta release and want to enable
randomized watermarks in email notifications for upgraded instances,
activate the Random Watermark Support plugin
(com.glide.email.random_watermark). This plugin includes system
properties for managing a watermark transition period, during which the
system recognizes both randomized watermarks and non-randomized
watermarks in emails created before upgrading. For details, see
Notifications upgrade information.

Password Reset
Platform feature – upgraded by default.

Note: The Password Reset application is not available during

upgrade.

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 ServiceNow | London release notes

Application or feature Details

Project Portfolio
Management • Planning Console: If you are upgrading, the Client side planning console
functionality for project scheduling is disabled. To enable the
functionality, you must:
1. Set the project property Enable firing of Business Rules on save from
Planning Console to false, if it was set to true before upgrade.
2. Set the Enable Client Side Planning check box to true.

Note: If you do not have any custom business rules on the

fields listed below, mark Fire BR on Save to false for
these fields in planning console column
configuration:
State
Percent Complete
Actual start date
Actual end date
• Resource Management: Changes made to allocated hours now update
only allocated hours in the resource plan. Prior to this, it had updated the
planned hours. Because of this change, if you have customizations
around Planned or Allocated hours and cost on the resource plan or
resource allocation, you need to alter these in the London release.
• Demand Management: On a demand form, the value for the new
Assessment Required field is set to true for all existing demands on
upgrade.

Service Catalog Before upgrading, you should be aware of changes made to the
underlyingService Catalog data model. These changes affect the way that
you implement multiple service catalogs. For details, see Upgrade to
multiple service catalogs. If you are upgrading from a version prior to the
Fuji release, see Migrate cart layouts.

Service Portal
• In new instances, search facets are enabled by default. If upgrading from
a previous release, enable search facets by activating a record in the
Page Route Maps [sp_page_route_map] table. See Enable search facets.
• Validate user input in a specific field type using a validation script. In new
instances, Service Portal includes XML, Script, Script (Plain), Email, and
Version validation scripts by default. If upgrading from a previous release,
the Mobile and Service Portal version is not active by default. You must
activate the Mobile and Service Portal version of the validation script to
validate user input in the Service Portal. See Activate Service Portal
validation scripts.
• In new instances, guided tours in Service Portal are enabled by default. If
upgrading from a previous release, you must enable the
com.snc.guided_tours.sp.enable system property to create a guided tour
in Service Portal. See Activate guided tours for Service Portal.

Software Asset
Management Warning: If you upgrade to Software Asset Management
(com.snc.samp) plugin from Software Asset
Management plugin
(com.snc.software_asset_management), you
cannot revert back to Software Asset Management
plugin (com.snc.software_asset_management).

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 ServiceNow | London release notes

Application or feature Details

Subscription Platform feature – upgraded by default.
Management
UI The List v3 plugin is no longer available for new deployments.

Vulnerability Response For releases prior to Kingston, during upgrade the Vulnerable Item table is
reparented to improve performance. If you have large numbers of
vulnerable items, the upgrade process may take additional time. No special
handling is needed, however, you should stop any Vulnerability Response
activities prior to upgrade and record your vulnerable item count. Once
complete, verify that your pre- and post-upgrade vulnerable item counts
match each other. For more information on the impact of reparenting, see
the Upgrade impact of reparenting change in the Kingston release
[KB0680550] article in the HI Knowledge Base. For information on the
upgrade impact to existing instances, see the Vulnerability Response: FAQ
for Kingston Upgrade [KB0680543] article in the HI Knowledge Base. This
information does not apply if you upgrade from Kingston to this release.
For Kingston release information, see Kingston Vulnerability Response
release notes.

To reduce upgrade time, if you have Qualys or a third-party integration

installed, delete all attachments on your integration data sources. You can
find the attachments by navigating to System Import Sets > Administration
> Data Sources and searching by integration. See Manage attachments for
more information.

Application administration is not enabled, by default, in Vulnerability

Response for upgrades. If you have added custom tables that rely on
inherited ACLs, you must recreate the ACLs on that custom table. If you
added custom roles or custom ACLs, and you enable Application
administration, retest those roles and ACLs after upgrading. Ensure the
assignable by attribute on the roles is set correctly to enable access to
application administration.

Note: Once enabled, Application administration cannot be

disabled.
Existing CI Identifier Rules are disabled by default but not removed. They
appear in Security Operations > CI Lookup Rules. To reenable, open a rule
and enter values for Source and Source field, select the Active check box,
and click Submit.

When upgrading from a version prior to Kingston, the Vulnerable Items by

Remediation Target Status report does not appear in the Vulnerability
Response Overview and must be added manually.

New features and products in London

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on new London features and products.

New features
New products were introduced in London, and additional features were added to existing
ServiceNow products.

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 ServiceNow | London release notes

Application or feature Details

Accessibility
Enable accessible tooltips

Enable accessible tooltips on a form. When accessible tooltips are

enabled, a tooltip icon appears next to fields on a form. When focus is on
the icon, a tooltip appears describing the field and whether or not it is
mandatory.
Your users can enable this option from the General tab of the system
settings menu. You can also enable this preference for your users by
navigating to User Administration > User Preferences and searching for
the preference glide.ui.accessibility.accessible.tooltips preference.
Accessibility must be enabled for this user preference to apply.

Slushbucket multi-select

Select multiple items in a slushbucket by pressing the spacebar to select

each item. Use the arrow keys or the Tab key to navigate to the Add
button to move items from one list to another.

Open Card Details button on task cards

View more card details in a task board by using the Tab key to navigate to
the Open Card Details button.

Configure a Windows 64-bit host to use 32-bit NVDA with Java

applications

The NVDA Assistive Technology screen reader is a 32-bit application that,

when the Java Access bridge has been enabled, reads aloud Java
applications built to support accessibility. If you encounter a problem
using NVDA to access Java applications on a 64-bit Windows host, you
must configure the Java Access bridge.

Agent Intelligence
Use Agent Intelligence for HR Service Delivery

Use the default Agent Intelligence records as templates to create HR

Service Delivery solutions.

Export trained solutions to production

Refine and test your machine-learning (ML) solutions iteratively on a non-

production instance, and then use update sets to export the changes to
your production instance. By following this process, you reduce the risk of
having to retrain solutions on your production instance.

Review increased support for solution class predictions

Note that in the Kingston release, the system used the top 25 classes with
the highest number of records when it built a solution. In this release, it
uses the top 50 classes, increasing the amount of historical data it
processes to predict the class confidently.

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Application or feature Details

Copy a solution definition

As you create separate solution definition records for each predictive

model you want to support, you can copy a record and its configuration
into a new form by clicking Copy Solution Definition from the context
menu of the original record. Use the new record to make further solution
updates without reconfiguring the entire solution definition.

Choose language processing for your solution definition

As you create and train a solution definition, you can select the prime
language of the dataset you are training. Your options include Dutch,
English, French, German, Japanese, and Spanish, with English as the
default.

Review solution training tips

Review additional guidance for solution training, such as tips on conditions

you may want to set on the data records you want to train and the
recommended number of records for training a good solution.

Review encryption support

Learn which types of data encryption are supported by Agent Intelligence.

Test a solution prediction

After you train your ML solution, you can call on the Agent Intelligence API
to make a solution prediction.

Save your ML solutions during a system clone

When you request a clone of your instance, the system stores your trained
solution components as attachment records. Adjust your
glide.platform_ml.clone_artifacts system property to preserve these
records during the system clone.

Agile Development 2.0

Sprint Tracking

Work with a List view in addition to Board view under the Sprint Tracking
tab, which was formerly called as Sprint Board.

List view

Stories within the sprints are displayed in a List view. You can break down
a story into scrum tasks. Track the number of scrum tasks pending for
stories. When Test Management 2.0 is installed with Agile Development
2.0, you can handle the following testing procedures from the List view:

• create tests for stories within sprints.

• find what tests are to be run for the sprint.

• maintain multiple versions of a test.

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Application or feature Details

• run a single version of a test at one time.

• view which version of test has been run.

• review the history of test results.

Triage Board

The Triage Board option is added to the Agile Board, Backlog tab. It is
available onlyhelps
Triage Board whenyou
Agile Development
prioritize — Unified
and sequence Backlog
records is installed.
of different task
types in one backlog. It removes the overhead of converting records to
stories.

API

New scoped classes and additional methods to existing

scoped classes
Class Activated with Methods
Client MetricBase deleteSeries()
DiscoveryAPI Discovery discoverIpAddress(),
reportCiIpAddressStatus(),
reportCiStatus()
Flow Flow Designer startAsync()
GlideSecurityUtils Now Platform cleanURL(), enforceRelativeURL(),
escapeScript(),
isURLWhiteListed()
GlideStringUtil Now Platform dotToUnderBar(),
escapeAllQuotes(),
escapeForHomePage(),
escapeHTML(),
escapeNonPrintable(),
escapeQueryTermSeparator(),
escapeTicks(), getHTMLValue(),
getNumeric(), isBase64(),
isEligibleSysID(),
newLinesToBreaks(),
normalizeWhiteSpace(),
unescapeHTML()
GlideXMLUtil Now Platform removeInvalidChars(),
validateXML()
Interaction Interaction create(), getInteraction(),
Management transferToAgent(),
transferToQueue(), accept()
InteractionQueue Interaction get(), isAgentFor(), acceptNext()
Management
Messaging Messaging send()
Notification
ReportCiStatusOutputJS
Discovery getCiOperationStatus(),
getCmdbCI(),
getDiscoveryState(),
getIpAddress(), getIssues(),
getIssuesLink(), toJson()

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Application or feature Details

Class Activated with Methods
SentimentAnalyser Sentiment analyze(), analyzeWithLanguage(),
Analysis analyzeMultiple(),
analyzeMultipleWithLanguage(),
getDefaultConnector(),
getConnectorByName()
SPScriptedFacet Service Portal addFacetItem()
SPScriptedFacetService
Service Portal createFacet(),
createMultiChoiceFacet()
Subflow Flow Designer startAsync()
TransformPart MetricBase resample(), iqr()
UserCriteriaLoader User Criteria getAllUserCriteria(),
Scoped API getUserCriteria()

New global APIs

Class Activated with Methods
BusinessServiceManager
Now Platform addCI(), addManualConnection(),
migrateManualToApplicationService(),
populateApplicationService(),
removeCi(),
removeManualConnection()
CMDBDuplicateTaskUtils
Now Platform createDuplicateTask()

New client classes and additional methods for existing

classes
Class Activated with Methods
GlideUIScripts Now Platform getUIScript()

New REST APIs

API Activated with Method
Application Now Platform
Service API • api/now/cmdb/app_service/
create
• api/now/cmdb/app_service/
{sys_id}/getContent

Task Incident sn_comm_management/

Communication Management - task_communication_management/
Management API Major Incident communication_detail/{taskSysId}
Management
Major Incident Incident sn_major_inc_mgmt/mim/status/
Management API Management - {incidentSysId}
Major Incident
Management
Service Catalog Now Platform sn/sc/servicecatalog/variables/
API {sys_id}/display_value

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Application or feature Details

API Activated with Method
Interaction API Interaction /api/now/interaction
Management

Application Portfolio
Management Capability Based Planning

• Create root-level, child, or edit capabilities as well as delete leaf

capabilities with the Manage Relationships button in the Capability
Based Planning map. Clicking Manage Relationship button converts the
CBP screen to edit mode so that you can manage the relationship
between the capabilities from within the capability map itself.

• Make strategic decisions using the details of the total investments made
in demands and projects that are attached to each business capability in
the CBP map. Capability based planning integrates with Project Portfolio
Management to retrieve the project investment details and the total
number of demands created for a business capability and business
application.

• Organize your business capabilities according to your preference in the

hierarchy of the CBP map using an ID. The levels of all capabilities in a
hierarchy from the root level to the leaf level are assigned an ID called
Hierarchy ID. The hierarchy ID of a root capability is generated based on
the order of the capability in the hierarchy. Order is an integer value
automatically assigned to all root-level capabilities. However, the
hierarchy ID of a non-root capability is generated based on the hierarchy
ID of its parent. Hierarchy IDs are automatically generated, prefixed to
the capability, and make the Capability based planning map more
intuitive by arranging the capabilities.
The hierarchy ID is automatically updated whenever you add, update the
parent, or delete capability. While adding or updating a capability within
the hierarchy, the total number of levels is restricted to six in the
hierarchy.

• Use the pagination option to display business applications attached to

the business capability that you select on the left pane.

• Differentiate the project investments made at the business capabilities

level from the business applications level in the Capability based
planning with unique names. The number of project investments made
at the capabilities level is named as Total Project Investments and at the
applications level as Project Investments.

Technology Portfolio Management

• Search and filter applications using any attribute of the business

application table in the TPM timeline view by clicking the filter icon. Use
the condition builder to refine your search furthermore.

• Expand the business services and software models and you can
distinguish the title from their respective details. The modified TPM
timeline differentiates the titles of business services and software
models in bold face separating them from the details.

• Click the hypertexts of business application, business service, and

software models to navigate directly to their respective forms from the
TPM timeline view.

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 ServiceNow | London release notes

Application or feature Details

• Assess the risk profile of a business application in the TPM timeline
when you are reviewing the direct and indirect applications in the
Capability based planning map. Click the Risk Profile icon of the
business application in the Technology Risk view of the capability map
to navigate to TPM timeline.

Data integrity checks and data cleanup

Ensure data accuracy by running the scripted audits and desired state
audit. Running the audits helps you to know the gaps or missing
information in the configuration data of business capability, business
application, software models, and the life-cycle information.
The scripted and desired state audit results are posted on the
Notifications section of the Application Portfolio Management home page.
Click the notification to open the related tasks or the related data
certification tasks.
IT business application owners, software model owners, and business
capability owners are granted sn_apm.apm_user role. This is to help them
to navigate to Compliance > My Follow On Tasks in the application
navigation, address the notifications they have received, and update the
data.

Demand Creation within APM

Create a demand directly within APM rather than an idea. An idea is a

thought about a possible course of action while a demand is a direct
request for an action or response. Since a demand is action-oriented while
ideas are not, creating an idea has been removed from Application
Portfolio Management. Create and view demands in:

• The bubble chart to achieve your application strategies.

• The Application Portfolio Management portal to achieve your goal.

• The Technology Portfolio Management (TPM) timeline for a business

application.
You can also add a demand or a project to a business application in the
timeline view page.

• The Capability Based Planning map for the selected capability and at
the business application level.
In addition, you can:
Associate the demands to any business capability or business
application.

View the consolidated number of demands created for the parent as

well as its sub-capabilities.

• The Demand form when APM plugin is activated, with the mandatory
Actions field capturing the course of action.

Data Certification

Notify the task owners by email when a certification task is newly

assigned, reassigned, or close to expiring. You can configure the setting to
true and set the email notifications Active to enable the functionality.

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Application or feature Details

Business Relationship Management

Associate the business applications and capabilities to the business units

and departments of your organizational structure. The organizational
structure defines how the organizational activities are directed towards
the achievement of organizational goals. Business Unit and Department
data element fields are added to the Business Capability and Business
Application forms.

Assessments and
Surveys Image of a question in the survey notification email

Use the Sample Metric field of a survey to include one of its metrics as an
image in the email or invitation sent to a survey user. When the survey
user clicks the image in the email or while previewing the HTML body, the
entire survey is available to be taken.

User-defined parameter in a survey question

Use the Source Table field on a survey to specify a table whose field is
used as a dynamic value for a question in a triggered survey.
Use the Source Field field for a metric to specify the source table field that
appears as a dynamic value for the question in a triggered survey. When
this field value is selected, a ${param} placeholder is added at the end of
the question. You can move the placeholder to the relevant position.

When the survey instance or survey questions are generated, if the record
table specified in the trigger condition matches the source table specified
for the survey:

• The question with the dynamic value is included in the survey instance.

• The ${param} placeholder is replaced with the source field value.

This functionality is applicable in both the platform and survey designer.

Sentiment analysis for a survey

Use sentiment analysis to determine whether user responses for a survey

are considered positive, negative, or neutral. You can only include string
type questions for this analysis. The survey responses to these questions
are sent to the third-party platforms for analysis through the specified
connector configurations.

SentimentAnalyser API

Use the SentimentAnalyser API to perform sentiment analysis on a string

value. To use this class in a scoped application, use the sn_nlp_sentiment
namespace identifier.

Show Benchmarks and Create Improvement Initiative related links

Use the Show Benchmarks related link for surveys, assessments, and
quizzes, to open the Benchmarks Dashboard that provides visibility into
your key performance indicators (KPIs) and trends.

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Application or feature Details

Note:
• This related link is available only for users with the
survey_admin, assessment_admin and
survey_reader roles, which have the bm_viewer role.
• You must opt in to Benchmarks to view the
dashboard.

Use the Create Improvement Initiative related link for surveys and
assessments to open the Improvement Initiative window. From this
window, create an improvement initiative record that helps in improving
the performance of the survey.

Note:
• This related link is available only for users with the
survey_admin and assessment_admin role.
• Users with the survey_reader role can only view the
created improvement initiative records.

The Improvement Initiatives related list displays the improvement

initiatives. This list is available only when there is at least one improvement
initiative record.

One Click survey

Select the One Click Survey check box to enable a One Click survey in
Service Portal. This check box can be selected if the Pagination setting for
Service Portal view is set to None. A One Click survey has no introduction
page in Service Portal.

A kiosk survey is a One Click survey with only one question of any of the
following types:

• Image Scale

• Choice

• Likert Scale

• Numeric Scale

• Yes/No

This functionality can be enabled in both the platform and survey

designer.

Net promoter score survey results in the survey scorecard

Use the question results in the survey scorecard, for net promoter score
(NPS) template questions added to a survey, to display the aggregated
NPS score with promoters, detractors, and passives.

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Application or feature Details

Public access of a survey from the survey designer configuration form

Use the Public Survey field to enable public access to the survey.
Use the Survey Publish URL field to view the survey URL that can be
shared with users.

Copy UI action in survey designer and quiz designer

Point to the menu icon on the header bar in a survey designer and click
Copy Survey to copy a survey.
Point to the menu icon on the header bar in a quiz designer and click
Copy Survey to copy a survey.

Scope impact when editing a survey, assessment, or quiz

Edit a survey, assessment, or quiz that is in the same application scope of

your current session.

Note: When you start editing a survey of the same scope,

and then change the session scope in a different tab,
you cannot edit the survey further.

UI action to migrate to New Survey Management

Select a legacy survey by navigating to Survey > Legacy Surveys >

Masters, and click the Migrate to New Survey Management UI action in the
title bar to migrate a legacy survey.

Asset Management
Two contract fields added to the Contract Management form

Create a relationship between contracts using two contract fields. Specify

the contract number assigned by the vendor in the Contract number field.
Reference a parent contract using a lookup list in the Parent contract field,
or create a new parent contract.

Authentication
Custom URL

If you want your ServiceNow instance to be accessible by a company-

branded or custom URL, this feature enables this functionality. You can
configure one or multiple custom URLs to your instance, and configure
your custom URL to service portal mapping.

OIDC for inbound API requests

ServiceNow can accept identity tokens generated by a third-party OIDC

provider for inbound API calls. The identity tokens must be JSON Web
Tokens (JWTs) issued by an OpenID.net certified OIDC provider after you
configure a trust relationship with that provider. You can also
automatically provision users based on the claims in the JWT token
provided.

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Application or feature Details

Support Microsoft Teams (MS Teams) authentication

Your MS Teams user account can link to your ServiceNow user account to
perform actions, such as pre-set conversations or notifications, through a
conversational bot platform.

Support outbound mutual authentication for OAuth endpoints

Adds support for mutual authentication when requesting an OAuth token.

Mutual authentication enables client and server to identify and
authenticate each other by using certificates.

Automated Test
Framework All steps configuration category

View all available test steps for all test categories in a single listing by
using the All Steps option.

Automated application navigator test steps

Create automated test steps to verify if the application menus or modules

that you selected for testing are visible in the application navigator.

Negative assert types for server step configurations

Designate whether a positive or negative test step result is a successful

outcome when using certain types of server test steps.

Screenshot timeout interval setting

Manage the timeout interval for test step screenshots. Set the Screenshot
Timeout interval in the Screenshots Capture Mode section in Automated
Test Framework Properties. The default for this setting is 60 seconds. If
your screenshot timeout is longer than 60 seconds, the Client Test Runner
does not take a screenshot capture. You can change this value as needed,
but you should review performance settings and browser caches on
affected client systems before increasing it.

Whitelisted client errors

Add known client errors to the whitelist to allow tests and steps to
continue running when a specific error occurs. Set the report level to
specify what the Automated Test Framework does when the error occurs
in future tests.

Service catalog forms test steps

Write automated end-to-end tests for requester flows to validate catalog

items in Service Portal. When you upgrade or modify an instance, run
these tests to confirm that the instance still works as designed. The
following test step configurations are available in the Automated Test
Framework (ATF) for Service Catalog in Service Portal:

• Open a Catalog Item (SP)

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Application or feature Details

• Open a Record Producer (SP)

• Set Variable Values (SP)

• Set Catalog Item Quantity (SP)

• Validate Variable Values (SP)

• Variable State Validation (SP)

• Validate Price and Recurring Price (SP)

• Add Item to Shopping Cart (SP)

• Order Catalog Item (SP)

• Submit Record Producer (SP)

Note: ATF for Service Catalog in Service Portal is not

supported for order guides and multiple items in the
cart.

Service Portal forms test steps

Write automated tests to validate Service Portal forms. The following

Automated Test Framework (ATF) test steps are available:

• Open a Service Portal form

• Set field values on a form

• Validate field values

• Validate field states

• Check UI action visibility

• Click a UI action

• Validate form submission

Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate
some common Customer Service Management (CSM) and Field Service
Management (FSM) scenarios. To execute these tests, you can activate
and then create copies of the desired tests. The sample tests can be run as
single tests or as a test suite.

Benchmarks
Security Operations KPIs

Use Security Incident Response KPIs listed in the Security Operations

category. There are three Security Incident Response KPIs provided.

Recommendations integration with Continual Improvement Management

Create a Continual Improvement Management (CIM) improvement

initiative based on a Benchmarks recommendation.

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Application or feature Details

Manual upload and download of scores using scheduled jobs

Manually upload or download Benchmarks scores on demand at any time

of the month.

Change Management
Change Schedules

Introduced a new Change Schedules scoped application. All upgrading

users who have used the legacy Change Schedules application are
encouraged to adopt the new application and disable the legacy
application. The new Change Schedule application includes:
• A change schedule overview page where you can find schedules filtered
in three different categories.

• A change schedule definition record type where you can define an

unlimited number of change schedules which include related definitions
allowing the display of related change tasks.

• Style rules that can be defined from:

The Style Rules table [chg_soc_style_rule]. Style rules defined in the
table are rules that are applied to every schedule for all users.

The Change Schedule definitions or Change schedules user interface.

Style rules defined here are applied to that schedule for all users.

• New tables included:

chg_soc_definition_core

chg_soc_definition

chg_soc_definition_child

chg_soc_style_rule

chg_soc_definition_style_rule

chg_soc_def_child_style_rule

Note: All the tables extend the Style Rule Core table
[chg_soc_style_rule_core].

• New Role: sn_chg_soc.change_soc_admin: Any user who possesses this

role has full administrative rights to the Change Schedules application.

Change Advisory Board (CAB) workbench

New Demote action: A Demote action is added to the Current Agenda

Item widget to enable CAB managers to move the current agenda item to
the bottom of the Pending Agenda Items widget so the item can be
discussed later.
New Restore action: Added Restore to the Pending Agenda Items widget.
This action is available in the All Agenda Items filter and enables CAB
managers to restore an agenda item that was previously skipped.

Blackout and Maintenance Schedules

A new Source list is added to the Blackout Schedules and Maintenance

Schedules forms. From the Source list, you can select the source of the

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Application or feature Details

blackout schedule, which includes Business Service, Change Request, and
CI Class options. When one of these three values is selected, the condition
builder at the bottom of the form is updated to that source.

• You can define blackout schedules and maintenance schedules against

Business Services. Conflict Detection identifies potential scheduling
conflicts for any CI that supports that business service.

Note: This feature requires that your business services be

migrated to the Application Service introduced as
part of the Unified Service Model.

Change Management integration with Discovery

Integrated Change Management with Discovery allows users who own

ServiceNowDiscovery to update the ServiceNow Change Management
Database (CMDB) by leveraging Discovery as an inherent part of their
change management process. Discovery can be performed on any
configuration item with an IP address. When Discovery is activated, three
new properties are added to the Change Properties application providing
complete control of how discovery is initiated and what state values can
be initiated,
Business either
rule: automatically
The business or manually.
rule, Trigger Auto Discovery, triggers Discovery
when the com.snc.change_request.auto.discovery property is activated on
the state transitions specified in the
com.snc.change_request.disco.auto.state property.
UI action: A new UI action, Initiate Discovery, is available to trigger
discovery when the com.snc.change_request.auto.discovery property is
activated on the state transitions specified in the
com.snc.change_request.disco.manual.state property.

Change Management integration with Software Asset Management (SAM)

Change Management is integrated with ServiceNow Software Asset

Management (SAM) providing insight into the potential cost implication of
changes to processing resources (CPU & CPU Core) for software licensed
by processor.
If you want to activate the Change management – License Change
Projections plugin (com.sn_samp_change), you must request assistance
from ServiceNow personnel. In addition to activating SAM, you must also
activate the Change management – License Change Projections plugin
(com.sn_samp_change)
When a change to a CPUtoofbenefit
a CI orfrom
CPU this
corefeature.
resources is done using
either Propose Change or Mass Update CI, the proposed change is
captured in XML and passed to SAM when the change request transitions
from New > Assess (Normal type) or from New > Authorize (Emergency
type). SAM runs a calculation for the CIs in scope for the change and
when the results are returned to Change Management, a summary result is
displayed in a new form section called License change projection. To view
a CI by CI breakdown of the license change projection, the License
Change Projections related list must be manually added to the Change
Request form.
As part of the Change management – License Change Projections plugin
(com.sn_samp_change), the [samp_software_change_projection] and the
[samp_ci_projection_summary] tables are populated when the projection
job is executed. The [samp_software_change_projection] table captures
the projections for all affected CIs, whereby the
[samp_ci_projection_summary] table summarizes those projections per
CI. The [samp_ci_projection_summary] table is referenced in the License
change projections related list.

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Application or feature Details

Cloud Management
Scoped application for content delivery

Using the standard Cloud Management entities, create scoped

applications and publish them on a regular cadence to the ServiceNow
Store. Create scoped applications using the ServiceNow Studio to support
new cloud providers and configuration management providers.

Move Cloud Management content across environments

Move content, created in the Cloud Management application, from one

environment to the other using ServiceNow Update Sets. Content entities
such as blueprints, resource blocks, and cloud APIs, along with their
dependencies, can be moved across environments.

Communities
Guided Setup for Communities

Follow step-by-step instructions to configure Communities on your

ServiceNow, Inc. instance. Perform structured configuration activities and
monitor your progress.

Configuration
Compliance Multi-source support in Qualys

If you have multiple deployments of the Qualys Cloud Platform

application, you can add an integration for each deployment. Data
sourced from each deployment is identified and available in a single
instance of Configuration Compliance.

Contextual
development Globally scoped applications file management
environment

Move existing globally scoped metadata files between global applications,

or remove files from the currently selected global application.

Delete and uninstall globally scoped applications only if empty

Delete or uninstall globally scoped applications only if they are empty. If a

globally scoped application has associated metadata files, you must first
remove the metadata files and return them to the global scope, or move
them to another global application.

Scoped and global application rollbacks

Roll back installed scoped applications, including those applications in the

global scope. When you do a rollback, you remove all code, table, and file
updates that occurred in the initial installation. This rollback does not
affect the global application record. To remove the global application
record, you must instead perform an uninstall of the application.

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Application or feature Details

Extension points

Create and embed custom code hooks, called extension points, into
scoped and global application base code. You can use extension points to
designate where custom scripts can be called and then processed to
extend base Now Platformfunctionality. Using extension points to
integrate custom scripts eliminates the need to embed them directly into
core application code, which prevents breakage of application upgrade
paths.

Restricted caller access privilege settings

Pre-approve or deny requests from application resources in a source

scope that request access to target scope application resources. To
restrict or approve access, you use Restricted Caller Access privilege
settings, including:

• Source-to-Scope — Allows or denies access of a specific application

resource in a source scope to all application resources in a target scope.
For example, you can specify that a particular business rule in source
Scope A can access all application resources, such as a table or Script
Include, in target Scope B.

• Scope to Target — Allows or denies access of all application resources in

a source scope to a specific application resource, such as a business
rule, table, Script Include, or event, in a target scope. For example, you
can specify that all application resources in source Scope A can access a
Script Include in target Scope B.

Contextual search
Ordering a service catalog item

When a service catalog item is ordered from an existing record, a link is

added between the order item request and the parent record.

Searching action configurations list

A new related list, Search Action Configurations, is added to the Table

Configuration [cxs_table_config] and the Record Producer Configuration
[cxs_rp_config] table. This related list is a replacement for the KB
attachment field (Table Configurations only) and the Result action label
and Result action value fields. Use this list to perform all the actions for
the selected search context.

Attaching knowledge base article

The system administrator now has the option (platform only) to allow ITIL
or admin users to view the Attach button and attach knowledge base
(KB) articles from the search results for a new record before the record is
submitted. In earlier releases, the Attach button appeared only for an
existing record.the workflow. Earlier, the ITIL or admin user had to fill out
This simplifies
required fields, save the record, and then re-expand the search results
before the on
The Show Attach
new button was made
record field can beavailable.
found within the Table Configuration
> Search
By Action
default, Configurations
the Attach button is related list. for a new record.
not available

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Application or feature Details

Customer Service
Management Guided Setup for Customer Service Management

Follow step-by-step instructions to configure Customer Service

Management on your ServiceNow instance. Perform structured
configuration activities and monitor your progress.

Major issue management

Proactively identify customers impacted by an issue, provide issue-specific

information to these customers, and manage the resolution process.

Domain separation

Use the domain separation feature to map customer accounts to

individual domains. Account entities, such as contacts and cases, reside in
the same domain as the account. Domain visibility rules enable users to
maintain account and contact relationships.

Adding a resolution code while resolving a case

Add a resolution code while resolving a case to capture information on

how the case was resolved.

Reporting a knowledge gap

Report a knowledge gap if you cannot find relevant articles that could
help resolve a case.

Dashboard word cloud

In the Customer Service Manager and Customer Service Executive

dashboards, view a word cloud made up of keywords that are frequently
used in the short descriptions of open cases. Select a word in the cloud to
view additional related words, related cases, and the frequency trend of
keywords.

Customer Service manager role

Use this customer role to manage the cases for an account and any
related child accounts.

Effective dates for special handling notes

Make special handling notes effective immediately or at a later time.

Contact local time and time zone on the Case form

Change a contact's time zone that is listed on the Case form to the local
time zone.

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Application or feature Details

Global case hand-off

Hand off a case to your global support team.

Social URL field on the Social Log form

Open the social conversation in a new tab by clicking the URL in this field.

Internal user watch list

Set up an internal watch list so that internal users receive a notification

when work notes are added to a case.

Case deflection with knowledge and community content

Search for and add relevant information from knowledge articles and
solved community questions and blogs to the Case form.

Virtual Agent chatbot topics

Use the predefined Customer Service Virtual Agent topics (chatbot

conversations) to help your customers complete common self-service
tasks, such as creating a case or checking the status of a case.

Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate
some common Customer Service Management scenarios. To execute
these tests, you can activate and then create copies of the desired tests.
The sample tests can be run as single tests or as a test suite.

Dashboards
Responsive dashboard enhancements

Functionality for sharing dashboards improved. The default message that

is sent when you share a dashboard is clearer. Dashboard sharing uses
standard platform notifications, so you can modify default email
notification content and styling. In addition, you can personalize the
message or choose not to send the invitation email at all when, for
example, you share a dashboard regularly. For more information, see Share
a responsivestyling
Dashboard dashboard.
and visualization options improved, including the ability
to hide widget headers and change the colors of the dashboard
background, widget header, and widget title. For more information, see
Configure widget layouts.

Dashboard_admin role added

Users with the dashboard_admin role have full view, edit, delete, and share
privileges on all dashboards in the instance, including inactive dashboards.

Dashboard Tab Management

The application checks if a tab is linked to another dashboard when a user

tries
Userstocan
delete it.
no longer edit or delete tabs that they do not own.

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Application or feature Details

Deleting a dashboard also deletes related tabs if they are not used
anywhere else. For more information, see Manage responsive dashboards.

Dashboards Overview enhancements

• The sysparm_group parameter added so that users can pre-select the

dashboard group in the URL of the Dashboards Overview. For more
information, see Dashboard group URL parameter.

• Tooltips with explanations and field names added to the elements of

each card in the Dashboards Overview.

• Dashboard group picker added to Dashboards Overview.

• Inactive dashboards are only visible on the Dashboard Overview page

and in the dashboard picker to the dashboard owner and to
administrators.

Delegated development
and deployment Application-specific deployment permissions

Assign a non-administrator user or group as a developer or deployment

resource for a specific application. You can set permissions that designate
what specific actions the assigned user can perform in the current
instance.
For example, you might grant permissions that enable a user to upgrade
the application, publish to the application repository and ServiceNow
Store, but prevent publishing to an update set.

Instance-specific deployment user roles

Assign roles that enable non-admin users to install or upgrade all

applications in specific instances. You delegate these tasks by manually
assigning specific user roles per instance. For example, you can assign
user roles to Change Management personnel that allow them to perform
application installations in non-production (development or QA) instances.

Discovery
Discovery Quick Start

Use the Discovery Quick Start interactive wizard to guide you through
Discovery configuration.

Error resolution after Discovery

Fix errors that can occur after you run Discovery by following the
recommended actions provided in Discovery Home.

Support for AWS Organizations

Assign a cloud service account as a master account to have it correspond

to an Amazon Web Services (AWS) Organization account. Discovery can
then recognize an Amazon Web Services (AWS) Organization account
and automatically create member service accounts in the instance.

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Application or feature Details

HTTP classification

Use HTTP classification to find devices (not applications) via the HTTP
protocol. HTTP is prioritized last behind WMI, SSH, and SNMP. An HTTP
classifier is provided by default to find F5 load balancers via REST.

Pattern updates

Use the new and updated patterns that enable Discovery to find new
types of Configuration Items (CIs), such as Oracle database clusters, Red
Hat clusters, and F5 load balancer clusters.

Discovery APIs

The Discovery API plugin provides two new API classes for this release:

• DiscoveryAPI - Scoped: This class contains methods that perform the

following actions:
Launch a quick discovery of a single IPv4 address.

Return summaries of previously launched Discovery statuses for a

single CI or for all scanned CIs.

Return a summary of a CIs discovery status given the specific

Discovery status sys_id and IPv4 address.

• ReportCiStatusOutputJS: The methods in this class are getters that

return specific object properties for the DiscoveryAPI
reportCiIpAddressStatus method and then convert the information into
a JSON string.

Layer 2 discovery data

Use the glide.discovery.sensors.forwardingtable.ssh property to update the

way Discovery performs Layer 2 discovery with VLANs. To instruct
Discovery to launch the Switch — MAC Table SSH probe, which populates
additional Layer 2 data, add and set this property to true. The property is
false by default.

Shazzam JSON encoding for IP rangesShazzam JSON encoding for IP

ranges

Use the glide.discovery.shazzam_ranges_json property to use JSON, instead

of XML, to encode the IP ranges for the Shazzam probe. Set this property
to true to reduce the size of input payloads when discovering several IP
ranges. For upgrades, add the property. This property is set to true by
default for new instances.

Credential synchronization

Use these properties to address performance issues that might occur

during credential synchronization on several MID Servers:

• com.snc.credentials_user_fields: Includes all customized fields in credential

synchronization. Set this property to false if you do not want to include

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Application or feature Details

the fields that you added to credential forms. This property is set to true
by default.

• com.snc.credentials_recursion_depth: Tells the credential synchronization

mechanism the number of tables that should be traversed when
collecting fields from reference tables. Lower this number if you are
experiencing performance issues and you have customized credential
forms that include reference fields to tables that also have reference
fields. This property is set to 3 by default.

Add these properties to the System Properties [sys_properties] table. If

you do not add these properties, the system uses the default value.

Edge Encryption
CyberArk integration with the Edge proxy server

Use CyberArk AIM (Application Identity Management) software with Edge

Encryption.
Use CyberArk to store passwords in a centralized and secure digital vault
to secure passwords that were previously stored in clear text and secured
by file access, or that were previously encrypted via a second file.

SafeNet key versioning

Use SafeNet key versioning with Edge Encryption.

Use SafeNet key versioning to simplify changing keys. Instead of creating
a new alias for every new key, SafeNet key versioning keeps the same alias
and increments the version.

Historical record encryption

Encrypt historical records in the Audit table during mass encryption, mass
decryption, and key rotation jobs. When encrypting historical records for a
field in the Audit table, both new values and old values are encrypted.

Unbound Technology integration with the Edge proxy server

Use the Unbound Technology (previously Dyadic Security) Key

Management System.

Using a load balancer with the Edge proxy server

You can use a load balancer to balance the load across the proxy servers
in your Edge Encryption proxy setup. If the load balancer and proxy
servers are using different ports, specify the host name and HTTPS port of
the load balancer to enable users to view responses on their browser.

Embedded help
Embedded help internationalization

Localize your embedded help content for a variety of languages to meet

your global user needs.

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Application or feature Details

Write your embedded help content in a language of your choice and
decide what languages to display by selecting a language in the
sys_embedded_help_queue table.

Event Management
Alert management rules

Create alert management rules that respond to alerts. The alert

management rule actions are integrated with Flow Designer, which
enables you to use subflows to resolve the cause of the alert. Several
subflows are provided with the base instance. Other responses and
actions that alert management rules provide are to open an incident,
knowledge base (KB), open any kind of task, launch remediation action,
and so on.
You can continue to use existing alert action rules, but you cannot modify
them. You cannot create new alert action rules. You can migrate alert
action rules to alert management rules.

Priority group

Use the priority group to see which alerts to take care of first. The priority
group is available in alert lists in the Dashboard, Alert Console, and All
Alerts pages. The four priority group categories are:

Priority group Icon Description

Urgent Highest level of
priority. Attend to this
alert ahead of other
alerts, even those
alerts that might have
a higher severity.
High High level of priority.
Attend to this alert
ahead of the lower
priority group values.
Moderate Moderate level of
priority.
Low Lowest priority level.

Contextual search in alerts

Use contextual search to search for and attach a KB article from within an
alert. The KB article can provide more information about the alert.

Overall Event Count

Use the Overall Event Count field in the Alert [em_alert] table to track
how many events are bound to the alert. The counter is increased every
time an event is bound to the alert. The count value is kept even after the
actual event has been purged. Primary alerts are updated, based on their
secondary alerts. The primary alert is the parent of the secondary child
alerts. The actual number of events, primary plus secondary, that affected
the alert is displayed.

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Application or feature Details

Alert Insight

Use Alert Insight data analysis to provide insight to key related records for
the current Configuration Item (CI), similar CIs, and related CIs. You can
use Alert Insight to expose the probable root cause of the alert. With Alert
Insight, you can see information from similar alerts, incidents, problems,
and change requests on the same CI, similar CIs, and other CIs. In the alert
form, the Alert Insight data is available under Repeated Alerts, Similar
Alerts, CI Incidents, CI Change Requests, CI Problems, Related Incidents,
Related Change Requests, and Related Problems.

Application services

Use application services to organize, maintain, and monitor services in

your organization. An application service is a set of interconnected
applications and hosts that are configured to offer a service to the
organization. Application services can be internal or customer-facing.
Application services replace manual services. You can no longer create
manual services but you can continue to use them. You can also update or
convert these existing manual services to application services. For more
information, see Convert manual services to application services.

Configure event collection from Hewlett-Packard Network Node Manager i

Configure the HP Network Node Manager i (NNMi) connector instance to

receive events while monitoring your network resources.

Configure event collection from VMware vCenter Server

Configure the VMware vCenter Server (vCenter) connector instance to

receive events from your VMware vSphere environment.

Field Administration
Attach a file to a record

Attach a file directly to a record by adding a file attachment field to the

table. The file attachment field supports all file types.

Field Service
Management Guided setup for Field Service Management

Follow step-by-step instructions to configure Field Service Management

on your ServiceNow instance. Perform structured configuration activities
and monitor your progress.

Domain separation

Use the domain separation feature to map companies to individual

domains. Work orders and work order tasks created for a company reside
in the company domain.

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Quick start sample tests

Use quick start sample tests in the Automated Test Framework to evaluate
some common Field Service Management (FSM) scenarios. To execute
these tests, you can activate and then create copies of the desired tests.
The sample tests can be run as single tests or as a test suite.

Financial Management
Prescriptive cost models

• Use either of the two preconfigured prescriptive cost models, namely L1

– IT Shared Service Cost Model and L2 – IT Shared Service to
Application Portfolio Cost Model that are available off-the-shelf for your
financial modeling activities. Cloning is available for these prescriptive
cost models.

• Modify the cloned cost model by replacing the top segment with a
segment of your choice.

Note: The segment that you use to replace must not be in

use in the existing segment hierarchy.

• Map your financial data source to your cost model for your financial
modeling activities at the time of cloning.

• Enter a descriptive name, extending up to 80 characters, for the cost

model to make it more meaningful in the Name field.

Financial Modeling

• Verify how the bucket amount was assigned to a segment or an account

by clicking the bucket name. A message displays the allocation method
by which the bucket amount was distributed as well as the name of the
segment or account to which the amount was assigned.

• Enable the Account Scope check box to execute the rollup script
defined for each account at the segment level. You need not repeat
similar rollup scripts for all the accounts under a segment. Instead use
the FromAccountID of individual accounts and provide the rollup scripts.

• Track the money that fails to reach its target account or segment in the
allocation setup stage of the Workbench. Use the logs to know the
reasons why it failed to reach the target, and use the provided links to
correct the errors and resolve the issue. Missing money analysis is an
actionable, user friendly, and improved version of the allocation log
functionality.

Usability improvements

Configure to display 5, 10, 15, 25, or 50 accounts on a page out of the total
number of accounts per segment. Display the selected number of
accounts of a segment in the Allocation Setup page of the Workbench,
Allocation Setup page of lighter workbench, and the Cost Lines Analysis
page.

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Application or feature Details

Flow Designer
Run a flow from a Service Catalog request

Start a flow when a Service Catalog item is requested to automate the

fulfillment process. To activate this feature, request the Flow Designer
support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer) through the HI Customer
Service system. This plugin activates related plugins if they are not already
active.

Run a flow from a MetricBase Trigger

Start a flow when a MetricBase trigger is met. MetricBase triggers track

time series data and can monitor when a threshold is reached, when a
trend is detected, or when a system stops reporting data.

Add stages to a flow

Communicate the current stage of a request or flow with an end user.

Create flow-specific Service Catalog variables

Create Service Catalog variables that are only available to a specific

Service Catalog-triggered-flow. Flow-specific variables are available to
catalog tasks and actions in the flow. To activate this feature, request the
Flow Designer support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer) through the HI Customer
Service system. This plugin activates related plugins if they are not already
active.

Create a catalog task in a flow

Use the Create Catalog Task action to create a record in the Catalog Task
[sc_task] table associated to a requested item in the Requested Items
[sc_req_item] table. Adds the catalog task record as data to be used in
the flow.

Access Service Catalog variables in a flow

Use the Get Catalog Variables action to access Service Catalog variables
as data pills in a flow.

Create a subflow

Define a sequence of reusable actions that can be started from a flow,

subflow, or script. Define inputs and outputs to pass data to and from the
subflow.

Call a flow from another flow or subflow

Enable the Show triggered flows option in the More Actions menu to
select an activated flow and define the required inputs. Running a
triggered flow ignores its trigger conditions and runs all actions.

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Application or feature Details

Define advanced options for inputs

Use advanced options to guide flow designers through adding and

configuring an action or subflow in a flow. For example, create a choice
input to provide flow designers with a pre-defined list of configuration
options to choose from. Inputs provide advanced options based on their
data type. All inputs have advanced options to add a hint or provide a
default value.

Call a flow from script

Run activated flows using the scriptable API.

Call a subflow from script

Run activated subflows using the scriptable API.

View the calling source of a flow

Use the execution details to determine what started a flow or subflow.

View activated flows for a table

View flows with record-based triggers that run on a specific table.

Guided Tour Designer

Create guided tours for Service Portal pages

When you activate guided tours for Service Portal pages, you can begin
creating your tour. Refer to the what to do next guidelines for Service
Portal callouts, pages, and branding.

Create introductions and conclusions for your guided tour steps

Use introductions to help your users understand the task you describe in
your instructions. Use conclusions to summarize what they have
accomplished or learned by completing the instructions.

Leverage draft and published statuses as you create and revise your tour

Use statuses to support your revision process and control tour visibility.
See Edit a guided tour.

Review Guided Tour Designer support

Learn which applications and user interface elements that the Guided Tour
Designer currently supports.

Review tour tips and examples

See the revised guidelines for planning a guided tour including the new
tips for callouts and testing your tours.

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Application or feature Details

HR Service Delivery
Case and Knowledge Management

The Case and Knowledge Management application allows you to

standardize the documentation, interaction, and fulfillment of employee
inquiries and requests, improving HR efficiency and making it easier for
employees to get the services they need.

Auto-case categorization for HR case management

You can use Agent Intelligence with HR Service Delivery to train a

predictive model to act as an HR agent to automatically categorize HR
cases based on your past record data. Auto-case categorization allows
for a faster response time and better case resolution for employees.

Note: This feature is only available with the HR Professional

and HR Enterprise packages.

Knowledge blocks for HR knowledge management

You can use knowledge blocks with HR Service Delivery to simplify

knowledge authoring for writers and knowledge consumption for readers.
Knowledge blocks are reusable pieces of content secured by user criteria
that you can add to knowledge articles in a knowledge base.

Encryption Support for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides

encryption support to secure sensitive information. Encryption support
secures specific fields in HR or employee documents to prevent
unauthorized users from viewing or downloading.

Edge Encryption for HR and Employee Document Management

HR Service Delivery and Employee Document Management provides

edge encryption to secure sensitive information. Edge encryption
provides direct control over your data security. Encryption and key
management are performed on your intranet between your browser and
your ServiceNow instance.

HR Synonym Dictionary

HR Service Delivery provides a synonym dictionary that helps expand

text searches with additional keywords and can be customized to better
match
The HRtheir business
Synonym and terminology.
Dictionary loads automatically when you check the
Load demo data box and activate the Human Resources Scoped App:
Core [com.sn_hr_core] plugin.

Employee Service Center

The Employee Service Center application provides a single place for

employees to quickly and easily get all the HR services they need.

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Application or feature Details

Content Delivery and Content Automation — Campaigns

Content Automation takes information from Content Delivery to provide

automated communication to specific audiences for a specific time in the
form of a campaign. A campaign can be a targeted message with tasks
like Open Enrollment for Benefits. Content Delivery provides information
for a campaign like mass email or links to videos, events, or external web
sites. Content Delivery can also provide static information like calendars
or banners for your service portal or Employee Service Center.

Virtual agent conversations for HR

Virtual agent conversations for HR use pre-defined dialog to

automatically chat with employees who are requesting HR services. VA is
programmed to understand the intent of an employee to handle
repeatable requests.
Virtual Agent is a platform feature that when paired with HR Service
Delivery is integrated within the HR UI. It provides automated dialog for
general HR inquires, pay discrepancies, request for leave of absence, or
updates to your HR profile.

Note: This feature is only available with the HR Professional

and HR Enterprise packages.

Employee Document Management

The Employee Document Management application provides electronic

storage and filing of employee documents. Security policies determine
who can view and access employee documents. Retention policies
determine how long employee documents should be retained and reduces
compliance risks.
Employee Document Management is a platform feature when paired with
HR Service Delivery is integrated within the HR UI. It can be paired with
other applications depending on the entitlements of your company.

HR Integrations

The HR Integrations application allows you to integrate with third-party

HR management systems to synchronize employee profiles and with third-
party background check systems to request background checks.

Integrating with the Accurate Background service

The preconfigured Accurate integration uses REST services to request

background checks through the Accurate service. You can use the
preconfigured integration as-is or customize it to meet your needs.

Integrating with the Sterling Talent Solutions service

The preconfigured Sterling integration uses REST services to request

background checks through the Sterling service. You can use the
preconfigured integration as-is or customize it to meet your needs.

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Application or feature Details

Incident
Communications Incident Communications Management
Management

Renamed Incident Alert Management as Incident Communications

Management.
Renamed Incident Alert as Incident Communication Plan. Tasks.
Renamed Incident
Renamed Incident Alert
Alert Management
Tasks as Incident Communication
as Incident Communications
Management.
Renamed
Renamed Mythe Alerts as Alert
Incident My Communication Plans.(com.snc.iam) as the
Management plugin
Incident Communications Management plugin.

Incident Management
Incident management properties

Use the Close open Incident Tasks when Incident is closed or canceled
property to close open incident tasks when the incident is closed or
canceled.
Use the Close open Incident Communication Plans when Incident is closed
or canceled property to close open incident communication plans when
the
Use incident is open
the Close closed or canceled.
Incident Communication Tasks when an Incident
Communication Plan is closed or canceledproperty to close open incident
communication tasks when an incident communication plan is closed or
canceled.
Use the Enable auto closure of incidents based on Resolution date. Setting
this to 'No' will make auto closure to run based on the Updated date
property to auto-close incidents based on the resolution date of the
incident instead of the last updated date.

Note: The property is set to true only for new customers.

Existing customers must manually set the property to
true.

Create standard change from Incident

Introduced a new UI action Create Standard Change to create a standard

change request from an incident which redirects the user to the Standard
Change Catalog. Previously, only a normal or emergency change request
could be created from an incident.

Parent child synchronization in Incident

If an incident has child incidents, the following occurs:

• If an ITIL user reopens the parent incident, the parent incident and child
incidents reopen. Both the parent and the child incident state are set to
In Progress.

• If an ESS user reopens the parent incident, the parent incident state is
set to In Progress, but the child incidents are not reopened.

When an ITIL or an ESS user adds a child, the child incident state is set to
In Progress. When the parent incident is resolved, the child incident state
also changes to Resolved.

Create request from Incident form using record producer

Click Create Request from the context menu on the Incident form and
select a record producer to create the request. The new task created (for
example, new Incident or Problem or Change) is associated with the

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parent incident record. To achieve this action, you must add the following
script in the script block of the record producer:
var incRPUtil = new LinkRecordProducerToIncident();
incRPUtil.linkRecordProducerToParentIncident(RP.getParameterValue('sysparm_req

Refresh Impacted Services

Introduced a new UI action Refresh Impacted Services on the context

menu of the Incident form to populate impacted services based on the
primary Configuration Item (CI) specified on the task record. The system
property com.snc.task.refresh_impacted_services is introduced where you
can mention all the task tables where you need this UI action. This
property is applicable for both new and existing customers.

Major incident management

Added a new Demote Major Incident UI option to the context menu of the
Incident form. After a major incident candidate is promoted as a major
incident and the major incident state changes to Accepted, a major
incident manager can decide to demote a major incident by clicking
Demote
AutomaticMajor Incident.
closure of Major Incidents: Close a major incident automatically
based on the system property Enable auto closure of incidents based on
Resolution date. Setting this to 'No' will make auto closure to run based on
the Updated
Associate date. incidents with a major incident: Associate one or more
multiple
incidents with amajor
Reject multiple majorincident
incidentcandidates:
using the Actions
Reject menu.
one or more major
incident candidates using the Actions menu.
Major incident assignment: Assign a major incident to a group at the time
of proposal and promotion based on the value of the Major Incident
Management Group (sys_id) to whom the Major Incident should be re-
assigned on promotion to 'Major Incident' property
(sn_major_inc_mgmt.major_incident_management_group).
New fields added: Added the fields Proposed by and Proposed. When a
major incident state is proposed, the fields Proposed by and Proposed
capture the user who proposed the incident as a major incident candidate
and the time when the incident was proposed. Similarly, when a major
incident state is accepted, the fields Promoted by and Promoted capture
the user who promoted the incident as a major incident and the time
when
Major the incident
incident was promoted.
management process guidance: Added a new guided setup
category
Major for major
incident incident management.
management workbench: Provides a single pane view
designed for the major incident manager, communications manager, and
resolver groups to manage the major incident process by aggregating and
providing actionable information. The MIM workbench is integrated with
the Task Communications Management flow and enhanced to include the
Communications overview and the Post Incident report.

Conference call management

Notify role inheritance: The itil role inherits the notify_view role when the
Incident Communications Management (com.snc.iam) and the Notify
(com.snc.notify) plugins are activated, enabling an itil user to view the
Notify Conference Call Participant Session table
[notify_participant_session].
End conference call: A new End Conference Call related link appears on
the Incident Communication Plan Management form. After a conference
call is initiated, a user with the ia_admin role has the option to join or end
a conference call, whereas a user with the itil role can only join a
conference
Recommended call. and Selected list: The Recommended section no longer
displays the frequently called participants because the frequent callers

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may not always be relevant for the incident. In the Selected section, the
user who
Adding initiates thebased
participants conference call Added
on group: is added.
the Group field to the Notify
Participant [notify_participant] table that enables the major incident
manager or the communication manager to involve groups in a
conference call. When a group is selected, the person who is on-call in
that group
The user oristhe
then added
host who to the conference.
initiates the conference call is automatically
added to thecall
Conference listleader:
of participants.
You can have a conference call leader for a
conference call. The leader can initiate and end a conference call as well as
kick, mute, and unmute participants on a conference call. A conference
call leader can be any user with the ia_admin role or the itil user to whom
the Incident Communication Plan or the Incident Communication Task is
assigned
Group name to. of a participant: If a user is added to a conference call and
the user is a member of only a single group, then that group name is
stored in the notify_participant record. If the user is a member of multiple
groups, then a formatter containing all those groups is displayed on the
notify_participant record.

Dependency view for Business Services

ITIL users can see the Business Service Management (BSM) map or
dependency view for a business service on the Incident, Problem, and
Change request form.

Note: Currently, the Business Service field does not appear

on the Change request form, but the user can add the
field by clicking the Additional options menu icon and
navigating to Configure > Form Layout.

IntegrationHub
Microsoft Azure AD spoke

Manage users, security groups, and office groups. Apply licenses and
provision users in Office 365.

Microsoft AD spoke

Create, delete, and manage objects in Microsoft Active Directory, such as

users, groups, and computers.

Use integration steps to integrate with external systems

Enable custom actions to integrate with external systems by activating

IntegrationHub, which adds integration steps to the Action Designer
interface.

Run integration steps through a MID Server

Run actions from a MID Server to access data from external applications,
data sources, or services in your network.

Run PowerShell commands in a flow

Run PowerShell scripts on remote machines from your ServiceNow

instance through a MID Server.

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Select the format of a REST request

Specify the format of the request in the REST web service request step.
Options include:

• Text: A request in JSON, XML, or other text format.

• Binary: A request in a binary file format.

• Multipart: A request consisting of multiple content types.

• Form URL-Encoded: A request in a URL-encoded query.

Save a REST response as an attachment

Save the response to a REST web service request step as a record in the
Attachment [sys_attachment] table and specify the target record to
which the attachment is associated.

Run the REST step on a MID server

Define MID Server applications and capabilities to send a REST web

service request through a MID Server. A MID Server is required to
communicate with or move data between a ServiceNow instance and
external applications, data sources, and services in your network.

Select the Script step runtime environment

Select a scripting environment to run the step. Options include:

• Instance: The action step runs the script from instance. Select this option
when the script needs access to the ServiceNow API or instance data.
This is the default value.

• MID: The action step runs the script from the MID Server. Select this
option when the script needs access to MID Server script files and APIs.
Selecting this option displays the Select MID Server Using field.

• Vanilla (Core JavaScript): The action step runs the script from either the
instance or MID Server. Select this option when the script only needs the
core JavaScript APIs and not the ServiceNow API or instance data.

Use connection-specific variables in an integration step

When using an integration step, you must establish a connection with an

external system. Use a Connection & Credential alias instead of defining
the connection inline. An alias enables you to update the connection
details once without having to reconfigure every action. Any action step
that uses an alias inherits the attributes associated with it. Flow Designer
displays attributes as data pills that you can drag into your action step.
For example, you can create a page size attribute that becomes a REST
step query parameter.

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Application or feature Details

Knowledge
Management Knowledge User Criteria Diagnostics

Run user criteria diagnostics to view which users have what type of access
to knowledge bases and articles.

Actionable Knowledge Feedback

Manage high volumes of article feedback by enabling automatic task

generation for negative feedback.

Improve knowledge search rankings using SEO

Improve knowledge search results from external search engines like

Google by using the content in an article template field to generate SEO
tags for articles created using that template.

Knowledge blocks

Simplify knowledge authoring for writers and knowledge consumptions

for readers with reusable knowledge blocks, which can be inserted into
knowledge articles and are secured by user criteria.

MetricBase
Create a MetricBase band trigger

Create a MetricBase band trigger to use with Flow Designer to detect

when a metric value meets a certain threshold or is within a range.

Create a MetricBase linear predictor trigger

Create a MetricBase linear predictor trigger to use with Flow Designer to

detect when a metric value is expected to cross a specified threshold
within a specified time with a specified confidence level.

Create a MetricBase gap trigger

Create a MetricBase gap trigger to use with Flow Designer to detect when
new metric values have not been stored for a metric for a specified period.

MID Server
MID Server download and upgrade process

For new instances, the MID Server host no longer communicates with
install.servicenow.com to download the installer or to request an auto-
upgrade. Instead, the MID Server sends a request to the instance, which
retrieves the file from the download server and makes it available to the
MID Server.

Nmap installer download process

New ServiceNow instances handle all download requests for Nmap from
the MID Server. The MID Server host machine no longer requires a

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connection to install.service-now.com to download and install Nmap. The
instance retrieves the requested package from the download site and
makes it available to the MID Server.

MID Server selection override filters

Write your own filter condition that overrides the normal MID Server
selection criteria for an application. In this release, the platform provides
an override condition for MID Server capability in Cloud Management.

MID Server auto-upgrade

Use these properties to control MID Server auto-upgrades:

• mid.download.through.instance: Enables existing MID Servers to send

auto-upgrade requests to the instance rather than upgrading directly
through the MID Server host.

• concurrent.dist.download: Sets the maximum number of concurrent MID

Server auto-upgrades permitted by the instance.

MID Server duplicate name check

On startup, the MID Server verifies that its name is unique. If the name is
not unique, the MID Server shuts down and creates a record in the MID
Server Issue [ecc_agent_issue] table.

Notifications
Notifications in messaging applications

Enable users to receive their ServiceNow platform notifications in Slack or

Microsoft Teams messaging applications. Use the Now Actions app to
configure the messaging apps for your instance.

Email access restrictions

Use the Email Access Restriction [email_access_restriction] table to

define conditions that control read access to an email record generated by
a notification containing sensitive information. These conditions are
processed by the base system ACL for the Email [sys_email] table. When
you specify conditions to restrict access for a notification, the email
records are visible only to users that match the conditions specified for
the notification.

Notify
Conference call management

Use these features to manage conference calls:

End conference call

The End Conference Call related link appears in the Incident

Communication Plan Management form. After a conference call is

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initiated, users with the ia_admin role can choose to join or end a
conference call.

Adding participants based on group

Added the Group field to the Notify Participant (notify_participant) table.

The major incident manager or communication manager can use this field
to add groups to a conference call. When a group is selected, the group
member who is on-call at that time is added to the conference.

Conference call leader

You can have a conference call leader who can initiate and end the call as
well as kick, mute, and unmute call participants. A conference call leader
can be any user with the ia_admin role or a user with the itil role who is
assigned to the incident communication plan or the incident
communication task.

Group name of a participant

If a conference call participant is a member of only a single group, then

that group name is stored in the notify_participant record. If a participant
is a member of multiple groups, then a formatter containing all those
groups is displayed on the notify_participant record.

Operational Intelligence
Anomaly Alert Dashboard

Use a central location to view important reports about anomaly alerts and
promoted alerts, in relation to Event Management alerts. For example, the
'% Daily Alerts are Promoted Anomalies' report, displays the percentage of
newly promoted alerts in relation to the overall new Event Management
alerts, for a time period.

Metric connectors

Collect metrics using connector definitions for the following systems:

• SolarWinds server

• Zabbix server

• Nagios server

Advanced Insights Explorer

Query metric data for configuration items (CIs) for which metric data is
collected. CIs for the query can be from different sources such as
application services, relationships, or a list of anomalous CIs. Query results
are displayed in charts which let you further understand system behavior.

Anomaly Model Testing

Use an anomaly model to test anomaly detection for a small set of specific
CIs and metrics, before actually enabling anomaly detection for those CIs

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and metrics. Model testing simulates anomaly detection using actual
metric data. You can then view the results in the Insights Explorer which is
pre-loaded with the test results. You can compare anomaly test scores
and the computed bounds to the results of actual anomaly detection.

Password Reset
Specify the style sheet to apply to end-user pages

Specify a custom style sheet using the Style sheet to apply to end-user
pages during the password reset process. property. The Identify, Verify,
and Reset pages use the specified style sheet. The following image shows
the Identify page:

History policy for local credential store

Select the Enforce history policy check box to ensure that users do not
reuse passwords. For example, you might configure the history policy to
not allow the user to reuse any of the previous 10 passwords.

History policy for Active Directory (AD) credential store

Select the Enforce history policy check box to enforce both of the
following password reset policies:

• History policy (password reuse): Active Directory domains can be

configured to include a history policy that ensures that users do not
reuse passwords. For example, the history policy might be configured to
not allow the user to reuse any of the previous 10 passwords when
resetting a password.

• Maximum number of reset attempts: You can configure the maximum

number of attempts to reset a password. A user who fails to reset the
password (by failing password policies or the history policy) the
specified number of times is blocked.

Send reminders to enroll for Password Reset

You can automatically send messages that remind users to enrolled in the
Password Reset process. You specify the text of the message and can
configure the messages to repeat at intervals.

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Redirect to the login page after password reset

You can specify the URL of the page that opens for users after they
successfully reset their password — typically the login page. See the Post-
reset URL property setting on the Details tab of the Password Reset
Processes form.

Customize the UI for resetting passwords

You can specify UI macros that add a header or footer to the pages that
end users work in while resetting a password (the Identify, Verify, and
Reset pages).

Integrate McAfee disk encryption with the Password Reset Windows

Application

You can enable McAfee MDE 7.2 on a Windows desktop computer to

support the Password Reset Windows Application. Download the installer
and PDF user guide for Password Reset Windows Application version 4.0
from the Password Reset Windows Application [KB0542328] article in the
HI Knowledge Base.

Enable the Password Reset Windows Application to set the display

language for the session

When the Password Reset Windows Application starts, the application

passes the Windows language code to the instance. The instance then
dynamically sets the language for the guest user session. Download the
installer and PDF user guide for the Password Reset Windows Application
[KB0542328] article in the HI Knowledge Base.

The process of configuring client proxy settings is significantly simplified

You configure all proxy settings as registry keys. Download the installer
and PDF user guide for Password Reset Windows Application version 4.0
from the Password Reset Windows Application [KB0542328] article in the
HI Knowledge Base.

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Performance Analytics
Dependency Assessment Tree View

View, analyze, and edit your performance analytics components including

widgets, indicators, and breakdowns, from a single view. By viewing the
hierarchy of components and the relationships between them, you can see
immediately who is impacted by a change and what the effects of your
changes are.

Breakdown Management

Track breakdowns back to indicator sources and configure the breakdown

matrix using an intuitive UI.

Breakdown Matrix Management

Collect and manage two-breakdown combinations for automated

indicators in a new UI.

Platform quality and

performance Debug log displays invalid query script syntax conditions

When Debug Log is enabled, the debug session displays information

about invalid queries found in scripts. Common syntax errors, such as
spelling mistakes and invalid field references, are flagged as invalid
queries.

Platform security
Instance Security Dashboard (PA)

Use the Instance Security Dashboard (PA) to view the compliance

effectiveness of your instance security controls, view security event
monitoring metrics, and configure and maintain instance security settings.

New security properties

Use new security features to prevent XXE attacks, as detailed in the

ServiceNow Instance Hardening [KB0550654] article in the HI Knowledge
Base.

Problem Management
Dependency view for Business Services

ITIL users are now able to see the BSM map or dependency view for a
business service on the Incident, Problem and Change request forms.

Note: Currently the Business Service field is not on the

Change request form but user can add the field by
opening the form context menu and selecting
Configure > Form Layout.

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Project Portfolio
Management Resource Management

• New UI for creating and managing resource plans: Search for resources
and see results in the Resource Finder. Create resource plans in an
intuitive grid interface. The grid interface also provides a detailed
breakdown of resource plans on monthly and weekly time frame. You
can edit the breakdown values inline. Clicking the Manage button in
Resource Plan related list on project and demand forms opens the new
resource plan creation interface.

• Enhanced Resource Allocation Workbench: Through Allocation

Workbench, resource managers can create a personalized allocation
board to view a category-wise list of their resources. You can review all
requests in one place for your team in the grid interface. You can also
see the available hours for requested users and allocate resources in the
best possible way.

• Complete and Cancel resource plan actions for a closed project and
demand: Closing a project or demand prompts the demand and project
managers to complete or cancel the associated open resource plans.
Project and demand budgets include only resources that are actually
working on the project or demand.

• Automatic update of cost plan from resource plan: The cost plan
associated with a resource plan is automatically updated when the
Planned cost in the resource plan is updated.

• The table Requested Allocation Daily [resource_aggregate_daily] stores

requested hours at daily level.

• Use the Use budget reference rates to calculate the Resource

requested/allocated cost
(com.snc.resource_management.use_budget_reference_rates) property
in the Resource Management properties to obtain accurate, period-
specific planned costs when foreign currencies are involved.
If you are an upgrade customer, you may want to enable this property
since it is by default set to No. Note that, the existing cost plans created
from resource plans will not be recalculated.

Client side planning console

Prevent time lags and build your project structure faster because you do
not need to save every interaction in planning console in the cloud-based
server. The option is enabled by default for new customers.

Investment Portal

Create a personalized investment board and track your key projects and
demands in terms of their cost, schedule, and scope. Investment Portal
replaces the Project Status Portal that was introduced in the Jakarta
release. For upgraded customers, Investment Portal co-exists with Project
Status Portal. If you are a new user (and London is your first release), only
Investment Portal is available.

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Project Management

• Create and manage the resource plans for a project and project tasks
using the Resources tab in Project Workspace.

• Capture costs and benefits of a project using the Financials tab in

Project Workspace. This tab provides a detailed breakdown of cost
components of a project in a grid view. You can create a cost plan and
benefit plan for the project. You can edit the breakdown values of a cost
or benefit plan inline, making your editing faster and easier.

• Use the Actions related list on Project form to list the action items
identified for the project. The same information is rolled up to a new
section, Actions in the project status report.

• Copy an existing project status report including all fields into a new
project status report using Copy option.

• Project baseline: In addition to a task baseline, you can also create a

financial baseline for a project, which captures benefit and financial
metric information (snapshot of cost plan, benefit plan, and project-level
financial metrics) of the project.

• Determine if the time component in actual start and end dates should
always be derived from the time in planned start and end dates
respectively. Use the Derive time component from planned dates field
on Project form to do this.

• Update planned end date of a manual project from actual start date and
planned duration by using the Enable alter of planned date with Actual
for Manual Project project property. The property is set to true for
upgrade customers if you have a manual project before upgrade.

• Use the Calculate Estimate at Completion related link to populate the

Estimate at completion field with the sum of actual costs from periods
prior to the currently open forecast period, and future planned costs for
the entire project.

• Project stakeholders are stored in a new Project Stakeholder

[pm_m2m_project_stakeholder] table.

Planning Console

• Determine if the dates in the planning console should be displayed with

or without time component by using the field Project schedule date
format on Project form.

• Resize the grid and Gantt chart in planning console. Scroll bars are now
available on each.

• You can visualize the baseline for milestones in planning console.

Baseline visualization for milestone tasks was not available earlier.

Demand Management

• Reset a demand to Draft state: Set a demand back to Draft state from
any demand state. A demand can be set back to Draft state only until an
artifact such as project, enhancement, defect, or change is created from
the demand.

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• Use the Assessment Required check box on Demand form to disable
triggering assessment questionnaire to demand stakeholders. The field
is set to True by default.

• Demand baseline: Create a financial baseline for a demand, which

captures benefit and financial metric information (snapshot of cost plan,
benefit plan, and demand-level financial metrics) of the demand.

Project Financials

• Multi-currency support:
Project planned costs and planned benefits are always captured in
the functional currency. Functional currency is obtained from the
glide.system.locale property. For upgraded customers, the currency
configured in the com.glide.financial_management.currency_code
property is used to calculate the total planned cost, capital
expenditure, and operating expenditure of the project.

Cost plans created in foreign currencies are converted to the

functional currency using the exchange rates in the budget reference
rates table.

Benefit plans created in foreign currencies are converted to the

functional currency using the exchange rates in the budget reference
rates table.

• Extend the duration of a cost plan by creating a cost plan breakdown

record.

Reporting
New dot-walking component

Report on extended table fields more easily with reworked dot-walking

functionality.

Report_view access control

Restrict views of content derived from a table or views of reports with

aggregated data grouped by a field specified in the ACL. Prevents users
from seeing unauthorized data.

New report_user role

Assign this user role to provide access to reporting functionality and

creating reports, but not sharing them.

Interactive filter enhancements

Apply filters to database views as well as to all tables in a hierarchy.

Search Administration
Reindexing a table without impacting text search results

You can reindex the text search for a parent or child table in a table
hierarchy. In previous releases, the Regenerate Text Index related link in

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System Definition > Text Indexes purged the text search index for the
selected table before rebuilding, resulting in impacted search results
during regeneration.
Using online reindex, you can continue to perform text searches on a table
while the regeneration takes place. This method does not purge the entire
text search index, nor adversely impact search results while running. It is
also useful when you only want to reindex part of a table hierarchy (for
example, the sc_cat_item table under the sys_metadata hierarchy).

Note: The online reindex process automatically runs on the

sys_metadata table after the London upgrade
completes, with no noticeable impact on search
performance. If you must disable it, set the
glide.ts.reindex.sys_metadata.after.upgrade
system property to false. See Available system
properties .

Security Incident
Response Setup Assistant

Walk through the Security Incident Response setup process in a simple,

step-by-step fashion. The Setup Assistant helps you discover which
capabilities of Security Incident Response require configuration, identify
what permissions are required to configure them, and learn what settings
are recommended for your environment. Setup Assistant helps you deploy
Security Incident Response quickly and efficiently.

Security Analyst Workspace

Use the tile-based Security Analyst Workspace to easily and efficiently

perform day-to-day security analysis work. The customizable interface
includes a peek feature for quickly browsing key incident details, and tools
for rapidly transitioning from investigation to containment tasks.

Security Analyst Playbook

Resolve certain types of security threats in a step-by-step manner using

the Built-in Security Analyst Playbooks. For example, an analyst can use
the playbook to resolve phishing attacks and threats caused by malicious
code activity.

Service Catalog
Multi-row variable set

Use a multi-row variable set to capture variable data in a table layout while
submitting a catalog item request for a group of entities.

Note: This variable set is also available in Service Portal.

Automated test framework for Service Catalog in Service Portal

Write automated end-to-end tests for requester flows to validate catalog

items in Service Portal. When you upgrade or modify an instance, run
these tests to confirm that the instance still works as designed. The

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following test step configurations are available in the Automated Test
Framework (ATF) for Service Catalog in Service Portal:

• Open a Catalog Item (SP)

• Open a Record Producer (SP)

• Set Variable Values (SP)

• Set Catalog Item Quantity (SP)

• Validate Variable Values (SP)

• Variable State Validation (SP)

• Validate Price and Recurring Price (SP)

• Add Item to Shopping Cart (SP)

• Order Catalog Item (SP)

• Submit Record Producer (SP)

Note: ATF for Service Catalog in Service Portal is not

supported for order guides and multiple items in the
cart.

Checkout Shopping Cart ATF test step configuration

Use the Checkout Shopping Cart server test step configuration to test the
submission of a shopping cart in the Now Platform and Service Portal.

Assert type for the Search for a Catalog Item ATF test step configuration

Use the Assert Type field in the Search for a Catalog Item test step
configuration to specify the condition for the success of the test step.

Create Request UI action

Create a catalog request from other flows to join the Service Catalogflow.
By default, this UI action is available from the incident flow, where you can
create a request, and associate the request with the incident. You cannot
add items to the wish list or save a record producer in these flows.

When you create a request from an incident, the caller of the incident is
automatically set as the Requested For user for both the one-step and
two-step checkout. If the two-step checkout is enabled, the fulfiller can
change the Requested For user.

Note: The Best Practice - Incident Resolution Workflow

plugin (com.snc.bestpractice.incident) should be
active for creating a request from an incident.
Associate a record producer request with the parent table record by
retrieving the sysparm_parent_sys_id and sysparm_parent_table
parameters from the URL using the RP.getParameterValue() method in the
Script field of the record producer.

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Application or feature Details

Request Parent Mapping submodule

Use the Request Parent Mapping submodule to add the mapping

configuration for associating a request with any parent table record. Only
the admin and catalog_admin roles have access to this submodule.
By default, the request mapping configuration is available for the Incident
[incident] table.

Service Catalog parameters

Use the following Service Catalog parameters to link the parent record to
the child record when using the catalog experience, that is, when a
catalog is launched from a parent record (for example, incident).

• sysparm_parent_sys_id

• sysparm_parent_table

• sysparm_view

Variable SQL Debugger

Use the Variable SQL Debugger to analyze the impact of the variable
setup of a catalog item on its runtime performance, and identify the
issues, if any. You can review the processing time of the catalog item and
its variables based on the triggered SQL queries.

Permission tab for a variable

Use the Permission tab while creating a variable to specify the read, write,
and create roles of the variable.
If no role is specified in this tab for the read, write, or create actions, all
users who can access the catalog item can perform these actions
irrespective of their role. For example, if no role is specified for the Write
roles field, all users who can access the catalog item can edit the variable
value in the variable editor.
If you are upgrading to London and the catalog item form has been
customized, the Permission tab is not visible until you revert the
customization.

Decryption support for a masked variable

Decrypt and encrypt the values of a masked variable using the Show and
Hide buttons. These buttons are not available for a fulfiller (itil) without the
catalog_view_masked role. However, the requester always has access to
these buttons and the variable value on records submitted by the
requester. The decryption support is also applicable in Service Portal.

Order for a catalog UI policy action

Use the Order field for a catalog UI policy action to specify the sequence
in which the UI policy action is evaluated. The order is evaluated from the
lowest value to the highest value. This order is also applicable in Service
Portal.

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Post-processing script for a record producer

Use the Post insert script field on a record producer form to include
scripts that operate on the submitted record, after the record is inserted in
the associated table.

Note: Post insert script overrides the target record values

and record producer template values.

Clear a variable value using a catalog UI policy action

Select the Clear the variable value check box on a catalog UI policy action
to clear the variable value. The selection is also applicable in Service
Portal.

Auto-population of names for variables and variable sets

The Internal name field for a variable set is auto-populated based on the
Title field for all variable types except break, container split, and container
end.
The Name field for a variable is auto-populated based on the Question
field for all variable types except break, container split, and container end.

Server-side scripting support for variables of a variable set

Use the Internal Name field of a variable set to access its variables that are
set on the target record. You can access the variable value of the target
record in a script using:
gr.variables.variable_set_name.variable_name

For example, consider a variable set with the internal name vset and the
variable single. Access the variable value of the target record in a script
using:
gr.variables.vset.single

Ability to access variables for task records

Use scripts to access variables of task records using the following access
points:

• gr.variables: Gets GlideElementVariable of variables and variable sets

associated with a GlideRecord.

• gr.variables.getVariableValues(): Gets the name value pair of variables

associated with a GlideRecord.

• gr.variables.getElements(): Gets GlideElementVariable for variables

within a GlideRecord.

• gr.variables.<var_name>.getQuestion(): Returns the Question object of

each GlideElementVariable.

Support for a record producer variable mapped to an encrypted field

If the record producer variable is mapped to an encrypted field of a target

table, then this variable value is not stored in Question Answer

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[question_answer] table. So, this variable value is also not available in the
variable editor of the target record.

If the record producer variable is masked and encrypted, and mapped to

an encrypted field of a target table:

• The variable value is not stored in Question Answer [question_answer]

table.

• The decrypted value of the variable is copied to the encrypted field of

the target record.

UserCriteriaLoader API

Use the UserCriteriaLoader API to get the user criteria associated with a
specific user, or a user associated with a specific linkTable. To use this class
in a scoped application, use the sn_uc namespace identifier.

New method for the Service Catalog REST API

Use the following method to get the display value of the specified
variable.
POST /sn/sc/servicecatalog/variables/{sys_id}/display_value

Service Level
Management SLA Breakdown Definitions

Added a feature called SLA breakdowns. When activated and configured,

you can generate breakdown data for each task SLA record by the
Assignment group and the Assigned to field, capturing every user and
group that owned the related task, the order they owned it, the amount of
time and percentage of SLA duration their ownership consumed, and
whether the SLA was breached while they owned the task. SLA
breakdowns helps identify which users or groups helped to achieve an
SLA or identify
Defined a singleusers and groups
breakdown who for
definition most
newcontributed
customers.toThe
an SLA breach.
definition is
known as Incident SLAs by Assignment and has SLA definitions “Priority 1
Resolution (1 hour)” and “Priority 2 Resolution (8 hour)” associated with
the definition. Upgrading customers must enable the SLA Breakdowns
plugin (com.snc.sla.breakdowns). Once the plugin is activated, upgrading
customers have a single breakdown definition defined called Incident
SLAs by Assignment. This breakdown definition does not have any SLA
definitions associated with it, by default. Upgrading customers must
associate the SLA definitions that they want to track breakdown
definitions
Ensure thatfor.
you have the London versions of the script includes
TaskSLAController and RepairTaskSLAController before activating the SLA
Breakdowns plugin (com.snc.sla.breakdowns) to ensure that breakdown
data is generated correctly. If you have ever customized either of these
two script includes, you must incorporate all customizations into the
London
Added aversions of these
table cleanup jobfiles from the most recent upgrade.
sla_breakdown_by_assignment. This job
automatically removes any breakdown data (records) that are older than
one year.

New SLA Overview Homepage

Deprecated and replaced the SLA homepage with an all new SLA
Overview dashboard. This new dashboard can be found by navigating to
Service Level Management > Overview or Self-Service > Dashboards. This

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dashboard is enabled by default for new customers. Upgrading customers
must enable the com.snc.sla.overview plugin to activate this new
dashboard.

New Performance Analytics Dashboard

Added a new Performance Analytics dashboard called SLA Overview

(Premium). To enable this dashboard, the plugin (com.snc.pa.sla.overview)
must be activated.

New Task SLA Field Styles

Added field styles to the Task SLA list view, replacing the legacy colored
dots with a bar graph which is colored based on the amount of SLA
duration that has elapsed. SLAs with 50% or less duration are displayed as
green, SLAs between 50-75% SLA duration are displayed as yellow, SLAs
with 75-100% duration are displayed as orange, and any SLA marked as
breached displays a red bar.

Service Mapping
Copy patterns from one instance to another

Create an update set containing new or modified patterns with their

related items.

Application services

Use application services to create, maintain, and manage services in a

unified way in Service Mapping, the CMDB, and other ServiceNow
applications. Application services replace business services.

Service Portal
Filter Service Portal search results using search facets

Enable your end users to filter search results for a more meaningful result
set. Create facets for simple or advanced search sources.

Paginate search results

Limit the number of results that a search source displays at one time to
improve performance. End users can load more results as needed.

Create Guided Tours for Service Portal

Create a guided tour for a Service Portal page to guide users through the
content step by step. In the base system, tours can only be manually
launched from pages that use the SP Header Menu. Manually launched
tours do not display on pages with custom header menus.

Set the duration that info and error messages persist

Use the glide.service-portal.notification_timeout.seconds system property

to set the duration in seconds that error and info messages remain on the

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screen before they are auto-dismissed. If set to 0, messages do not auto-
dismiss and require that a user close them. The default value is 5.

Test Service Portal forms using the Automated Test Framework

Write automated tests to validate Service Portal forms. The following

Automated Test Framework (ATF) test steps are available:

• Open a Service Portal form

• Set field values on a form

• Validate field values

• Validate field states

• Check UI action visibility

• Click a UI action

• Validate form submission

Use validation scripts in Service Portal

Validate user input in a specific field type using a validation script. In new
instances, Service Portal includes XML, Script, Script (Plain), Email, and
Version validation scripts by default. If upgrading from a previous release,
the Mobile and Service Portal version is not active by default. You must
activate the Mobile and Service Portal version of the validation script to
validate user input in the Service Portal. To use a validation or UI script in
Service Portal, change the UI type to Mobile / Service Portal or All. See
Activate Service Portal validation scripts.

Change the display style of the Announcements widget

Select the Use Display Style instance option to display each

announcement in the widget according to the style defined in the
announcement record. Before selecting this option, consider how the
widget will display if multiple announcements in the widget use different
styles.

Software Asset
Management Adobe Cloud License Management publisher pack

Use the Adobe Cloud License Management publisher pack for enhanced
discovery of Adobe subscriptions to determine license compliance. The
Adobe User Management API is used for integration with Adobe Creative,
Experience, and Document Cloud for normalization and reconciliation.
Discovery sources include ServiceNow Discovery, Microsoft SCCM, and
Jamf.
Adobe Cloud dashboard using Performance Analytics is activated with
this publisher pack to forecast cloud license cost and consumption.

Citrix publisher pack

Use Citrix publisher pack for reconciliation and optimization of Citrix

products, such as XenApp and XenDesktop, to determine license
compliance. Optimization includes license usage for concurrent users as

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well as per device, per processor, and per user. ServiceNow Discovery
identifies applications deployed in your Citrix farm from the Citrix Delivery
Controller using OData APIs.
Citrix dashboard using Performance Analytics is activated with this
publisher pack for compliance and cost optimization.

Software lifecycle content included in the Software Library

Identify risk of software installed throughout your environment using

software lifecycle content, such as general availability and end-of-life
dates, provided as part of the Software Library. Software lifecycle content
is also useful for Technology Portfolio Management (ITBM) to perform
application rationalization.

Automated software entitlement import

Streamline the process of importing software license entitlements into the

Software Asset Management application using a Microsoft Excel
spreadsheet. Critical validation is performed during the import, such as
identification of errors and duplicates, to ensure the data is accurate and
complete. Validation records are included in the Entitlement Import Error
list.

License Change Projection

Integrate Change Management with Software Asset Management to

automatically calculate the impact of software license costs within Change
Management when a change is proposed.

License Position report

Use the License Position report to view compliance details for each
software model in a single list. The License Position report makes your
license position easy to understand from reconciliation output.

On-premise customer support

Upload Software Library content to your on-premise environment from a

zip file to take full advantage of the Software Library in Software Asset
Management. On-premise customers can participate in the Software Asset
Management Content Service by exporting custom content to contribute
to the improvement of the normalization service. Exported data includes
custom content, such as discovery models not fully normalized, and
custom part numbers.

Updated dashboards using Performance Analytics to trend KPIs for SAM

Leverage native ServiceNow platform capabilities to trend Microsoft,

Oracle, IBM, VMware, and Citrix software cost and compliance key
performance indicators (KPIs) over time. You can also customize your own
KPIs to track progress toward your software asset goals.

IBM publisher pack enhancement

Automate reconciliation of IBM products, including complex server

licensing scenarios, using IBM publisher pack. Integration with IBM BigFix

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Application or feature Details

Inventory discovery application is used to measure subcapacity and full-
capacity license compliance for PVU and RVU license metrics.

Oracle publisher pack enhancement

Set the Oracle reconciliation property for a VMware vCenter cluster so

that all processors on every ESX server are considered when determining
license compliance. Oracle options usage data is also collected.

Normalization suggestions

Evaluate suggestions to normalize discovery models which were

previously manually normalized incorrectly. Suggestions are automatically
identified if an error exists after new normalization content is delivered to
your instance via the Content Library. Suggestions can be either accepted,
which updates the Discovery Model to the correct values, or rejected,
which leaves the manually normalized values.

Subscription
Management View the roles that are associated with a subscription

The Application Roles related list on the Subscriptions page includes all
roles that are loaded with the plugin for the application. The roles in the
list (that are identified as Subscription roles) form a good basis for
constructing a user set.

System upgrades
Debug upgrade

Diagnose and resolve issues you suspect may have resulted from the most
recent upgrade by enabling upgrade debugging during a user session.
Each transaction lists whether an artifact was skipped, customized by the
customer, or modified by ServiceNow during the last family-to-family or
patch version upgrade.
Debug Upgrade is a component of standard ServiceNow session
debugging. You enable Debug Upgrade, process a transaction (for
example, load a form), and then analyze the reported upgrade
information.

Table administration
Rollback and Delete recovery

Recover deleted records and roll back some actions.

Task Communications
Management Communication Plan

Define the stakeholders who should be informed, what information should

be shared, when the information should be delivered, and the methods of
communication.

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Communication Task

Specify the mode of communication (channel) and the frequency at which

the communication must be carried out.

Communication Contact

Define the recipients of a particular communication plan to determine the

target audience involved in each communication task and the
responsibilities they are expected to handle. Earlier, using contract
management, you could only define users and groups. Now, you can also
define a Recipient list. This functionality is provided by the Targeted
Communications (com.sn_publications) plugin. You can dynamically
define the recipients of a particular communication plan using the
recipient list.

Communication Channel

Define a communication channel for each communication task to

determine which mode of communication to use for the task when a plan
is attached to an incident. There are three modes of communication
available: email, SMS, and conference.

Time Card Management

Log time for your resources

Log time and submit the time sheet of your resources from Time Sheet
Portal. This option is available for user managers.

Notification for rejected time sheets

Navigate to rejected time sheets by clicking the new notification icon. The
icon is in the header of Time Sheet Portal.

Approve button for user manager

Approve a time sheet by using the new Approve button in Time Sheet
Portal. The button is available only for a user manager.

Group tasks

View the task cards for your assignment group by using the Group Tasks
tab in Time Sheet Portal.

Calendar to switch time sheet

Access the calendar to switch between time sheets. The calendar is

available in the header of Time Sheet Portal.

Inline edit of Project time category and Rate type

Add information about the project time category and the rate time for
your time cards in the new columns – Project time category and Rate

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type. The editable columns are available in the Logged Time Cards section
of Time Sheet Portal.

Approval date and time on time card

See when the time card state changes to Approved by using the
Approved on field. The field is not on the form by default.

UI
Duplicate CI Remediator

Reconcile duplicate CIs in your system by using a wizard that guides you
through the reconciliation process. The wizard pages provide detailed
information about the duplicate CIs, letting you choose which attributes,
relationships, and related items to retain, and what to reconcile.
Use the CMDBDuplicateTaskUtils API to manually create a de-duplication
task for duplicate CIs that the system is not configured to detect. You can
then remediate those tasks using the Duplicate CI Remediator as you
would remediate a system generated de-duplication task.
Get extra guidance through the remediation process from Embedded Help
topics which are included with the Duplicate CI Remediator.

CI Relationships Health

Use the 'Relationships not compliant with all relationship rules' report to
see relationships that do not comply with any relationship governance
rules, including suggested relationships and dependent relationship rules.

Application Services

Use application services as a unified infrastructure for creating,

maintaining, and managing services in the CMDB, Service Mapping, Event
Management (if activated), and other ServiceNow applications. You can
convert legacy business services to application services.

Vendor Risk
Management Vendor Tiering

Determine your vendor's risk tiering score through the vendor tiering
assessments workflow. Vendor risk managers route these assessments to
internal assessors. The results are calculated against the default tiering
scale. The vendor risk tiering score categorizes the potential risk posed by
that vendor. Changes in the vendor tier can automatically generate a
vendor risk assessment helping vendor risk managers determine the right
assessment for the vendor based on the tier.

Securtity Score Integration

Measure and monitor the security posture of a vendor, using third-party

score providers, such as BitSight Technologies and SecurityScorecard, Inc.
Vendor risk managers use these scores, or other internal metrics, to
determine the potential risk of vendors. Each provider has different score
ranges that are normalized through the Security Score Integration for
determining security scores on a common scale. Changes in the security

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Application or feature Details

score can automatically generate a vendor risk assessment to reduce this
vendor’s risk exposure.

Vulnerability Response
Setup Assistant

Use Setup Assistant to walk you through the Vulnerability Response setup
process in a simple, step-by-step fashion. Setup Assistant helps you
discover which capabilities of Vulnerability Response require
configuration, identify what permissions are required to configure them,
and learn what settings are recommended for your environment. Setup
Assistant helps you deploy Vulnerability Response quickly and efficiently.

CI Lookup Rules

Configure the tables and fields within the CMDB that are used to look up
existing Configuration Items when importing Vulnerable Items with CI
Identifier Rules. They are also used for other Security Operations
integration use cases. Rules are extensible to accommodate attribution
and data that may be unique to a customer environment.

Multi-source Qualys vulnerability integration support

Provide a unified view into the vulnerability exposure of your organization,

using the Vulnerability Response multi-source support for the Qualys
Cloud Platform. Multiple vulnerability assessment application
deployments, and even multiple deployments from the same vulnerability
assessment vendor, often occur after mergers and acquisitions.
Multi-source support enables you to integrate multiple Qualys Cloud
Platform deployments into a single instance of Vulnerability Response.
Assets identified by multiple Qualys deployments and their vulnerabilities
are consolidated and reconciled with your CMDB. This consolidation
happens even when scan processes overlap between the multiple
deployments. Qualys vulnerability integration Knowledge Base records are
normalized across deployments, ensuring that instances of the same
vulnerability across deployments are treated as the same vulnerability.

Discovered Items

Understand how hosts, discovered in your vulnerability assessment

application, correspond to configuration items (CIs) in your CMDB using
the Discovered Items feature. You can see how vulnerability instances from
your vulnerability assessment application are de-duplicated when
imported. For each host represented in each of your vulnerability
assessment applications, a discovered item is created. The discovered item
is then associated with its corresponding CI in the CMDB. Host information
from your vulnerability assessment application is saved in the discovered
item, which can aid in reclassifying the associated CI, as needed. The
default listing for Discovered Items is unmatched CIs.

Vulnerability Rollup Calculator

Use the risk score of vulnerable items to roll up the risk score at the
Vulnerability group level.

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Risk Score enhancements

See how to use the interface to create a calculator using sample risk
calculators, provided with the base system. These calculators are disabled
by default.

New Reason added to the Closed state

Added Fixed with Exceptions to the Vulnerability Group Closed state. This
choice handles the case where not all vulnerable items are fixed, but the
remediation specialist is finished working with that group.

System property: sn_vul.impacted_services.limit

Sets a limit on the number of vulnerable item records the scheduled job
retrieves when calculating impacted services. Located in
sys_properties.list.

Web services
External user REST API security

Increase the security of sensitive data in your instance by preventing

unauthorized external users from accessing scripted REST API resources.

Inbound REST API rate limiting

Use rate limit rules to limit the number of inbound REST API requests
processed per hour to prevent excessive use.

Install an ODBC driver patch

Use ServiceNow patches to install incremental ODBC fixes that occur

between major ODBC releases.

Support for custom request content types

Added support for the following custom content types in scripted REST
APIs:

• Custom user-defined content types, with the ability to safely parse

custom content types to JavaScript objects

• application/x-www-form-urlencoded requests using standard request APIs

Workflow
Display approvers in workflow stage fields

Enable workflow stage fields to display approvers, change the number of

approvers to display, or disable displaying approvers.

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Retain activity scratchpad values

View activity scratchpad values from the Workflow Activity History

Scratchpad [wf_history_scratchpad] table. Workflow Activity History
Scratchpad is also an embedded list in Worfklow Activity History records.

Changes to London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on changes to London features and products.

Changed features
Existing ServiceNow products were updated and changed in London. This includes the
renaming of buttons or features.

Application or feature Details

Accessibility
Keyboard accessibility improvements

In live feed, use the Tab key to navigate to an avatar then press Enter to
open the avatar popover. Use the Tab key to navigate through the popover
and select additional elements.

Agile Development 2.0

Home tab

The Home tab in Agile Board has been renamed to Analytics tab.

Sprint Board tab

The Sprint Board tab is renamed to Sprint Tracking.

Application Portfolio
Management APM plugin modifications

The Application Portfolio Management [com.snc.apm] plugin is the base

plugin for the application. However, three add-on plugins are available on
subscription: analytics – compatible solution

• Performance Analytics – Content Pack – Application Portfolio

Management [com.snc.pa.apm] plugin to view APM portals and
dashboards.

• Performance Analytics – Content Pack – Application Portfolio

Management and Change Management
[com.snc.pa.apm.change_request] plugin to access performance
analytics metrics of business applications associated with Change
requests.

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Application or feature Details

• Application Portfolio Management, Performance Analytics, Performance
Analytics – Content Pack – Problem Management
[com.snc.pa.apm.problem] plugin to access performance analytics
metrics of business applications associated with Problem management.

Ideas Funnel replaced with Demands Column

The Ideas funnel in the Program Navigation page has been replaced with
Demands Column to enable you to create demands directly as you
identify opportunities.

Usability changes

• In Capability based planning map, both Business Capability view and the
Technology Risk view can display direct and indirect business
applications that are related to the business capability.

Assessments and
Surveys Renamed the Migrate to Assessment related link

The Migrate to Assessment related link for legacy surveys is renamed as

Migrate to New Survey Management.

Save functionality on a Survey Designer configuration form

Click Save to save the current survey without changing its state.

Asset Management
Approval History related list replaced the Approval History tab on the
Contract Management form

Track the approval history of a contract using a related list instead of the
contract approval history journal. All approvers are listed in the Approval
History related list.

Authentication
Added State parameter for OAuth request

Adds the system property glide.oauth.state.parameter.required to control

the requirement of the State parameter in an OAuth request for
Authorization code flow.

Automated Test
Framework Search for a catalog item test step category change

Moved the Search for a Catalog Item test step configuration from the
Service Catalog category to the Server category.

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Application or feature Details

Benchmarks
Email notification change

Email notifications are sent to the Benchmarks admin role only.

Notifications include monthly global score availability, historical data
recalculation, and KPI updates.

Change Management
Change Request Approval Records

Enhanced the approval summarizer in approval records associated with a

change request to include additional information from the change request
record.

Refresh Impacted Services

The Refresh Impacted Services option was only available for the Change
Request table. In this release, this option is also available for tables that
extend the task table. The list of these tables is driven by the
com.snc.task.refresh_impacted_services property. This option populates
the Impacted Services or Impacted CIs related list based on the primary
CI, that is, the CI that you specify in the Configuration Item reference field
on the Change Request form.

CMDB
CI Class Manager

• Labels and other elements in the user interface have been changed
across the CI Class Manager for better clarity and helpfulness.

• Suggested relationships displays a diagram of all suggested

relationships for the class and lets you add or delete suggested
relationships for the class. All suggested relationships provided and used
by Discovery, Service Mapping, and patterns, appear in the diagram
(however, there is no notation of the source of a suggested relationship).

• Embedded help provides information and guidance for using the CI

Class Manager.

Tables added to the CMDB

The following tables are added, increasing the total number of CMDB
tables to 700.

Class Label Class Name

Service Group cmdb_ci_service_group
Package cmdb_ci_os_packages
Monitor Service cmdb_ci_service_auto
Application Service cmdb_ci_service_discovered
UNIX Cluster Node cmdb_ci_unix_cluster_node
UNIX Cluster Resource cmdb_ci_unix_cluster_resource

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Application or feature Details

Class Label Class Name
CMDB Duplicate Remediator cmdb_dedup_default_rel_item
Default Related item
Duplicate CI Remediation cmdb_duplicate_ci_remediation
CMDB Relationship All Rules Health cmdb_health_result_rel_all
Results
Affected CIs cmdb_outage_ci_mtom
CI Relation Attributes cmdb_rel_attributes

Communities
Content posting from your community homepage

Create a question, blog, video, document, or event from your homepage.

Forum view

View up to eight forums on your community homepage. To find the forum

that you are interested in, see the Forums list page and search for the
forum you require.

Activity feed

View the most recent activity for all content by looking at the activity
feed. Only the most recent activity is listed per content item in the activity
feed. All activities for each content item are grouped.

Community logs

See what your community members are searching for and viewing by
looking at the community logs.

Community feedback and bookmarks tables

See the content that is getting the most feedback or bookmarks by

members of your community. To view this information, go to the feedback
and bookmark tables in the navigation filter view.

Case deflection with community content

View community-related search results for questions and blogs in the

Customer Service Management Case form and in the Customer Service
Management Service Portal Case form.

Contextual
development Enable global applications creation by default
environment

Enable global applications creation by default. When creating a new

application, the Start from global option is available by default without
having to set the glide.app.creator.global system property to true.

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Application or feature Details

Contextual search
KB attachment field

The KB attachment field in Table Configuration is moved to the

Attachment type field in the Table Configuration > Search Action
Configurations
The default for related
all new list.
customers is Embed link to article so that a link to
the article
When you is used instead
upgrade, the KB ofattachment
embedding(Table
a copyConfigurations
of the whole article.
only), Result
action label, and Result action value fields are moved to the new Search
Action Configurations related list.

Customer Service
Management Mandatory skills

Use this feature to identify skills that are required for customer service
cases. Then, rank and assign agents with those required skills to work on
the cases.

Problem state change displayed in a case

Updates the work notes on the Case form when the problem state
changes.

Targeted communications recipients lists

Create recipients lists by running scripts or uploading files in addition to

using a condition builder. Create a recipients list of type Account that can
be used by the Major Issue Management application to create child cases
for a major case.

Chat enhancements

Use Virtual Agent to create or use predefined chatbot conversations for

your users. The customer always has the option of switching to a live
agent.

Viewing dashboard reports

Use the Performance Analytics administrator (pa_admin) and viewer

(pa_viewer) roles to view the Customer Service executive, manager, and
agent dashboards.

Discovery
AWS event and Azure alert processing

If an event occurs on a database in your AWS or Azure cloud, or on a Web

Server in your Azure cloud, the event triggers the horizontal discovery
process using a pattern to update the CMDB. In previous releases, the
event did not trigger the discovery process.

NetScaler load balancer discovery

New probes populate network path information for Citrix NetScaler load
balancers to enable support for Service Mapping.

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Application or feature Details

IP range auto-assignment

Use Discovery Quick Start, rather than MID Server Guided Setup, to
perform IP range auto-assignment after subnet discovery.

Field Service
Management Team calendar enhancements

Search for individual or multiple team members in the calendar by first or

last name.

Mandatory skills

Use this feature to identify skills that are required for work orders and
work order tasks. Then, rank and assign technicians with those required
skills to work on the tasks.

Financial Management
Financial Modeling

Allocation log functionality has been changed to Missing money analysis.

The error type and possible causes are stored as Missing money logs.

Financial Charging

Charge item is renamed as Statement item in the Financial Charging

application.

Flow Designer
Add more actions to a flow or subflow

Set the maximum number of actions a flow or subflow can contain with
the sn_flow_designer.max_actions system property. The default value
changed from 20 to 50 actions.

Nest For Each flow logic blocks

Add a For Each flow logic block inside of another to repeat an action over
a series of records. However, avoid nested For Each loops that process
many records. Nested loops may cause the flow to run until stopped by
the flow transaction quota rule, which prevents flows from running longer
than an hour. For more information about transaction quotas, see
Transaction quotas.

Improve flow creation

Use Flow Designer interface enhancements to improve flow creation.

• Read flows faster with improved spacing between elements.

• Configure additional flow properties from the More Actions menu.

• Show or hide conditional logic by clicking a flow logic block.

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Application or feature Details

• Annotate triggers and flow logic blocks to communicate flow
functionality.

• Change the order of actions in a flow by dragging-and-dropping them.

Guided Tour Designer

Role change

In the Kingston release, the sn_tourbuilder.tour_admin role was used to

administer guided tours. In this release, the guided_tour_admin role is
used for this purpose.

HR Service Delivery
Case and Knowledge Management

Response templates for HR case management

This feature, previously known as templated snippets, was renamed to

response templates. You can also now configure response templates from
HR Administration > Response Template Configuration.

Employee Service Center

Create content for Content Delivery

Content for your service portal or Employee Service Center is configured

from Content Delivery. Previously, content was configured under HR
Administration > Service Portal > Content Types.

• Two categories have been added to identify content:

Portal Content

Notification Content

• Manage Content was changed to Portal Content.

• Link Content was added to define URLs for information and videos.

• Manage Audiences was added to define who can view the content.

• Schedule Content was added to define date ranges that content is

available and the widget instance.

• Content Type and Organization Chart were moved under

Configurations.

HR Integrations

UI updates were made to several forms and lists in the HR Integrations

application.

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Application or feature Details

Import and Export
File type data sources

If the XML file used for an XML data source does not contain a field in the
first 10 nodes, the field is ignored. To import the field and ensure it is not
ignored, you can add the glide.db.impex.XMLLoader.max.scan_nodes
system property with a value greater than or equal to the position of the
node where the field is first encountered.

Incident
Communications Incident Communications Management
Management

A new state model for incident communication plan is introduced. This

state model is available only for new users. The new state model has three
states: Open,call
Conference Closed, and Canceled.
notification: When you initiate a conference call, an email
or Slack
Roles: notification
Users with theismajor_incident_manager
sent to the participants. and
communication_manager roles can edit a plan that is attached to a major
incident.
Table: The Incident Communication Plan table extends from the
Communication plan table. The Incident communication tasks table
extends the Communication tasks table so that the incident
communication plan inherits any future enhancements made to the
communication object. Plan form:
Incident Communication

• Updated, added, or removed the following fields:

Details section is renamed as Notes.

Comments is renamed as Actions taken.

• Updated related lists to match the communication plan related lists:

Incident communication tasks

Users

Contacts

Recipient lists

Communication and Conference: Introduced new sections –

Communication and Conference on the form. Using the Communication
section, you can send email or SMS updates to the participants of the
conference call for that communication plan. Using the Conference
section, you can initiate, join, or end a conference call. These sections are
added to make it easy for users to directly take actions related to any type
of communication or conference instead of opening the incident
communication taskMute,
The UI actions Kick, from the
andform andon
Unmute then
thetaking the appropriate
notify_participant action.
record
are available for users with the major_incident_manager and
communication_manager
Added the Group field to theroles who Participant
Notify also have the ia_admin role.
[notify_participant] table.
If a user is added to a conference call, the following things can happen:

• If the user is a member of only a single group, then that group value
appears in the notify_participant entry.

• If the user is a member of multiple groups, then a formatter containing

all the groups is displayed on the notify_participant record.

Incident Communication Task

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Application or feature Details

• You can initiate a conference call at the task level. Under Related links,
the Initiate Conference Call related link appears.

• The Incident Communication task state changes with the progress of the
communication channel.

• Incident Communication Task form: In the related lists, the

Communication and Conference tabs are added.

Incident Management
Major incident management

The major incident manager is responsible for a major incident when a

child incident is promoted. Currently, even though the incident is
promoted to a major incident, a caller has access to resolve or reopen the
major incident. Starting this release, an ESS user is unable to resolve,
reopen,
The ESSor close
user a major incident
is prompted even
to enter if the
work user
notes andis the
the business
caller. impact at
the time ofnotification:
Rejection major incident
The proposal
ESS user and promotion.
is prompted to enter the rejection
reason while rejecting a major incident candidate. The rejection
notification is then sent to the user that the incident is assigned to and the
user who proposed the incident as a major incident candidate.

Knowledge
Management Pagination for Knowledge Service Portal

Use pagination to navigate through knowledge base search results in the

Knowledge Management Service Portal.

Knowledge article access in the Knowledge Service Portal

Make knowledge articles visible to external or public users by enabling

knowledge articles on the Knowledge Management Service Portal.

MetricBase
Create a legacy MetricBase trigger

Create a trigger to run a script. The trigger is based on static thresholds

you create. Data is checked when added to the MetricBase database. The
legacy MetricBase trigger is deprecated and is unavailable for new
instances, but is still available on instances upgraded from a previous
release.

Create a legacy MetricBase trigger level

Define levels or ranges for a trigger. The legacy MetricBase trigger level is
deprecated and is unavailable for new instances, but is still available on
instances upgraded from a previous release.

MID Server
Nmap error message for Service Mapping

If Service Mapping selects a MID Server for credential-less Discovery that

does not have the Nmap capability, the dependency map displays the

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Application or feature Details

error message on the configuration item (CI) rather than in the MID Server
log.

Credential synchronization

You can control how customized reference fields on the Credential

[discovery_credentials] table are synchronized with MID Servers.

IP range auto-assignment

IP range auto-assignment was moved from MID Server Guided Setup to

the Discovery Quick Start wizard. IP ranges are assigned automatically to
MID Servers after subnet Discovery has identified the available ranges.

Java Service Wrapper

The MID Server installer includes the Tanuki Software Java Service
Wrapper, version 3.5.34.

Flow designer memory control

The mid.process_flow.log_listener.max_size property sets the

maximum size in bytes of memory available to save log messages for Flow
Designer actions running on a MID Server.

Notifications
Search bar in notification preferences

In UI16, the Notifications tab of the System Settings window includes a

search bar. Use it to find a specific notification in your preferences or get a
list of all your notifications in alphabetic order.

Notify
Conference call management

Changes to conference call management features:

Recommended and Selected lists for conference call management

The Recommended section no longer displays the frequently called

participants as the frequent callers may not always be relevant for the
incident. In the Selected section, the user who initiates the conference call
is added.

Notify role inheritance

Users with the itil role inherit the notify_view role when the Incident
Communications Management (com.snc.iam) and Notify (com.snc.notify)
plugins are activated. The notify_view role lets these users view the
Notify Conference Call Participant Session (notify_participant_session)
table.

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Application or feature Details

Operational Intelligence
Operational Intelligence MID Server

• The Operational Intelligence MID Server application supports the ALL

setting.

• It is not required that the Operational Intelligence MID Server be a

dedicated MID Server.

Insights Explorer

Insights Explorer provides:

• Host name: If available for a CI, appears underneath the CI name.

• Related CIs: Ability to add related CIs to be explored in Insights Explorer.

• Advanced search: Narrow down the search for CIs to a specific class or
to other specific CI attribute filters.

Anomaly Map

Anomaly Map provides:

• Host name: If available for a CI, appears underneath the CI name.

• Advanced search: Narrow down the search for CIs, to a specific class or
to other specific property values.

Anomaly detection

• Change Detection: When incoming data clusters around a new value,

using the current control bounds and statistical model, Operational
Intelligence detects this clustering as a value change and adjusts the
statistical model so that most incoming data is again within the control
bounds. The time it takes the Learner to adjust the statistical models to
accommodate a permanent change in incoming metric data, is
improved.
Change detection is useful when, for example, cores or memory are
added to the server, which impact the baselines.

• Classification of data with a gap: Improved classification of a seasonal

model when there is a gap in the metric data. An improved analysis of
the data before and after the gap makes it easier to identify seasonality
in the data despite the gap. Also, less data points after the gap are
needed to correctly identify a seasonal model.

Terminology

The following terms have changed:

Function Current Term Legacy term

Metrics visualization Insights Explorer Metric Explorer
MID Server capability Metrics ITOA Metrics

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Application or feature Details

Function Current Term Legacy term
Metric extension Operational Operational
Intelligence Metrics Intelligence Manager
Context Context
MID Server extension Operational ITOA MetricExtension
Intelligence Metrics

Password Reset
Default security questions in all supported languages

The base system provides a large set of default questions in all supported
languages. Questions are presented to each user in the language that the
user requested during login. Creating a custom English language question
is a one-step process. To create a custom question in a non-English
language, you can use either of the following options:

• Create a custom question in the non-English language.

• Create a custom English language question plus one or more

translations of the question into other languages.

Installed with Password Reset

Tables, roles, business rules, scripts, and workflows have been added to
the Password Reset application. Some items existed in earlier releases and
are documented for the first time.

Enroll for the Password Reset program on a mobile device

End users can enroll for most Password Reset programs on a mobile
device. You cannot use a mobile device to enroll for a Password Reset
process that uses the Google Authenticator verification.

Security questions are presented randomly

For the Security Question verification process, questions are selected at

random and are presented in random order.

Performance Analytics
Spotlight

• Changed Spotlight job scheduling so it is set for each Spotlight group.

You no longer have a single job for all Spotlight groups. See Create a
Spotlight group.

• Changed score retention. Only the most recent Spotlight scores are
available. New Spotlight scores overwrite older scores. The first time you
run a Spotlight job after upgrading to this version of ServiceNow®, any
existing Spotlight scores are deleted.

• Provided Spotlight logs to help in debugging. See Spotlight logs.

• Automated the creation and maintenance of database views that join

Spotlight group and facts tables. See Viewing Spotlight data.

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Application or feature Details

• Provided on-the-fly Interactive Analysis to examine the results of
Spotlight evaluations. See Spotlight interactive analysis.

Text analytics

Added the ability to search for phrases, not only individual words, in
indicator text fields.

Analytics diagnostics

Added the ability to run all active, applicable diagnostics for one indicator.
Previously, you could only run one diagnostic for all applicable records, or
all diagnostics for all applicable records.

Performance Analytics data forecasts

Added the Random Forest method for time series, which creates a
multitude of decision trees based on the historical data and then outputs
the mean prediction of the trees. Also added 95% confidence intervals to
forecasting on time series widgets, and upper and lower bounds for
forecast values.

Platform security
Delegated development and deployment

Delegated development allows designated users without the admin role to

develop or deploy applications on the ServiceNow platform.

Securing data in domain-separated instances

The London release includes changes to better secure your data in

domain-separated instances. These changes may result in some data not
appearing in reports or lists. Review your access controls for any field that
no longer appears in reports or lists.

Assigning admin and security_admin roles

• To grant the admin role to a user, the granting user must also have the
admin role. For example, a user with only the user_admin role cannot
grant the admin role to other users.

• To grant the security_admin role to a user, the granting user must also
have the security_admin role and must elevate to the security_admin
role before granting the security_admin role to other users. A user with
only the admin role cannot grant the security_admin role to other users.

Adding users to admin and security_admin groups

• Non-admin users cannot add a user to a group that contains the admin
role.

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Application or feature Details

• A user without the security_admin role cannot add a user to a group
that contains the security_admin role.

Project Portfolio
Management Changes in Resource Management

• For a resource plan in Allocated state, changes made to allocated hours

now update only allocated hours. Previously, it updated the planned
hours. Any changes to the Resource Allocation now change only the
Confirmed/Allocated cost and leave the Planned cost as the baseline.

• Change Allocation on Actuals Hours: Resource managers can now make

allocation changes even if the resource plan has actual hours booked.

• The following fields on resource management forms are renamed:

Requested hours to Planned hours.

Allocated hours to Confirmed/Allocated hours.

Changes in Project Management

• When you change the state of a project task to Closed complete, the
Percent complete field is set to 100 and becomes read-only.

• Updating the project state from Closed to Work In Progress, Pending, or

Open is not allowed. If you need to reopen a closed project, reopen an
existing project task or add a new task to the project. This moves the
project from Closed to Work in Progress state without affecting the
other closed tasks.

• The planned start date is copied over to actual start date when the state
of a project task changes to Work in Progress. And the planned end
date is copied over to actual end date when the state of the task
changes to Closed. The actual dates previously defaulted to the date
and time when the state change happened.

• You can assign users with a time card user-role to a project task.
However, a time card user can not modify the assigned project task.

• The Summary tab in project workspace is renamed Analytics.

• You can navigate to Project Workbench using Planning tab in Project

Workspace. Previously, the Tracking tab in Project Workspace was used
for opening a project in Project Workbench.

Changes in Demand Management

• The Portfolio field on Stakeholder Register form is no longer mandatory.

• The Submit button on a demand record in Draft state is renamed as

Submit Demand.

• The values in Score, Risk, and Value fields are recalculated when the
metrics influencing these values such as cost plan, benefit plan, or
resource plan are updated for a demand in Qualified or Approved state.
The field values are recalculated only until an artifact such as project,
enhancement, defect, or change is created from the demand.

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Application or feature Details

Reporting
Report type search

When you create a report, the Report type choice list automatically
populates when you enter text. For example, if you type pivot, only Pivot
table and Multilevel pivot table report types are shown.

Favorites filtering in the Reports list

When you view the Reports list, Favorites filtering is on by default. Click
the Favorites filtering button to display all reports.

Remove the old Report Builder UI

The admin can remove the old Report Builder and restrict users to the
new Report Designer UI for creating and editing reports.

Plotting nil vs. null data in time series reports

When creating or editing time series reports that contain multiple

datasets, you can choose to have time points with missing data plotted as
gaps rather than as zero values. For more information about creating time
series reports that use line visualizations, see Report types and creation
details.

Security Incident
Response User-Reported Phishing Enhancements

The User-Reported Phishing feature, introduced in the Kingston release,

has been enhanced to receive forwarded phishing mail submissions. Alert
employees can forward suspicious mails from any device (including mobile
phones) to their ServiceNow instance mailbox to automatically generate a
phishing security incident for the Security Operations Center to work on.

Domain Separation Support for Integrations

All existing and future integrations are domain separated, enabling

Managed Security Service Providers to provide domain-separated
implementations of integrations, such as threat lookup, observable
enrichment, and sighting search on a per-user basis. Domain separation
removes any limitations on using one common implementation of an
integration for all users.

Service Catalog
Category change for the Search for a Catalog Item ATF test step
configuration

Moved the Search for a Catalog Item test step configuration from the
Service Catalog category to the Server category.

Choice direction of a variable question in Service Portal

The Choice direction field value of a Lookup multiple choice variable

question is applicable in Service Portal.

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Application or feature Details

Default quantity choice

The default quantity choices are 1–10. These values are configured under
System Definition > Choice Lists for the Item [sc_cart_item] table and the
quantity element.

My Request Filter condition

The default filter condition is updated to display the active requests

opened by or requested for the current user by navigating to Self-Service
> My Requests.

Modifications to a variable set

• Variable set is elevated as a first-class citizen in Service Catalog. Like

variables, a variable set has read, write, and create roles. If roles are
provided for a variable set, the roles are applicable for the variables
within the set. Roles of an individual variable are overridden by the roles
of the variable set.

• The Name field of a variable set is deprecated and replaced with the
Title field.

• A catalog item cannot have two variable sets with the same internal
name.

Modifications to the Service Portal API

The result for $sp.getCatalogItem() API has changed to:

{
..
_fields: {
name:'<name>'
variable_name:'IO:<sys_id>'
}
}

Prior to the London release, the result was as follows:

{
..
_fields: {
name:'IO:<sys_id>'
variable_name:'<name>'
}
}

Service Mapping
Gray-out of configuration items (CIs) and segments in application service
maps

These changes make the feature more intuitive:

• The CIs and map segments are not grayed out during rediscovery. A CI
is grayed out only if Service Mapping failed to discover the CI itself or all
connections leading to the CI.

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Application or feature Details

• If a CI has more than one connection, the CI is not grayed out if at least
one of its upstream connections is properly discovered.
For an example of how to use this feature for troubleshooting maps, see
Fix errors in individual business service maps.

Improved Debug session functionality

This enhancement improves the user experience of customizing patterns

in Debug mode. The debug session does not end when users navigate
between sections within the same pattern.

SSH protocol alignment between Discovery and Service Mapping

In fresh install deployments, patterns use the same SSH library that
Discovery probes use.

PowerShell and PowerShell Remoting Usage

In fresh install deployments, MID Servers use PowerShell or PowerShell

Remoting instead of WMI (Windows Management Instrumentation)
Collector service to connect to Windows servers for top-down discovery.
WMI Collector service is used as a failover.

Improved errors categorization

Service Mapping and Discovery categorize errors is a unified way. Both

applications group errors by root cause in addition to error code.

Business Services navigation item renamed to Application services

The navigation item under Service Mapping > Services is renamed from
Business Services to Application Services.
For an example of the new navigation path, see Fix errors in individual
application services using discovery messages.
The following user interface screens refer to application services as
business services: Business Service Group Responsibilities, Approve,
Service Mapping Properties, and Service Map Planner.

Service Portal
Announcements

The To field is no longer required when creating announcements. If the

field is not defined, the announcement continues to display until it is
deactivated.

Search Page widget

The Faceted Search widget replaces the Search Page widget. Use the
sp_search page to enable users to filter search results using the Faceted
Search widget. See Enable search facets.

Software Asset Unused rights have been renamed to rights available.

Management

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Application or feature Details

Subscription
Management Subscription page lists only active subscriptions

The Subscription page lists only subscriptions that are currently active
(have not expired). To view expired subscriptions as well, set the list filter
to All.

Admin role required to change Limit to purchased setting

The Limit to purchased setting ensures that you do not exceed the
purchased subscription limit while attempting to allocate users. The
setting affects whether you can use the Allocate selected users button for
users in the Pending state.

System upgrades
Inactive choices included in table definitions for applications and plugins

Before this release, inactive choice values (sys_choice inactive attribute =

true) were not included in table definitions when you published an
application. For example, if a choice set contained Red, White, and Blue
choices, but Blue was inactive, only Red and White would be included in
the table definition.
In addition, ServiceNow plugins did not contain inactive choices in table
definitions.
Starting in this release, table definitions include inactive choices when you
publish applications. When you install or upgrade a published application,
the inactive choices load into the client table. Two new system properties
(com.snc.apps.publish.include_inactive_choices and
glide.db.table.update_inactive_choices_enabled), which by default, are set
to true, control the behavior of publishing applications and the behavior of
installing applications. ServiceNow plugins also include inactive choices in
table definitions.

Note: You can enable old behaviors for inactive choice table
selections. Manually set the two system properties to
false in the instance in which applications are
published, and in the instance in which they are
installed. See Add a system property .

Time Card Management

Renamed Worker Portal

Worker Portal is renamed as Time Sheet Portal.

Redesigned user interface

The user interface for Time Sheet Portal has been redesigned to provide
you with a better navigation and user experience.

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Application or feature Details

UI
List v3 support changes

Activating this plugin is not recommended if your organization has large

or complex datasets, or if you are accustomed to the feature set and
performance of List v2.

Vulnerability Response
Reasons list for deferrals

The reasons for a deferral have changed and increased in number.

• Awaiting maintenance window

• False positive

• Fix unavailable

• Risk accepted

• Mitigating control in place

• Other

Removed features and products in London

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on features that were removed from London features
and products.

Removed features
Some features were removed as part of London product updates.

Application or feature Details

Application Portfolio
Management Since idea is just a thought to a possible course of action whereas demand
is more of an action for a request, the concept of creating an idea within
Application Portfolio Management is removed. Creating Idea actions within
the Application Portfolio Management module from the following portals
has been removed:

• Application Portfolio Management Home.

• Bubble charts.
• Capability Based Planning map.
• Technology Portfolio Management timeline.
• New Idea form.
• Program Navigation page.

Asset Management The Approval History tab has been removed from the Contract
Management form, and was replaced by the Approval History related list.

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Application or feature Details

Contextual search
• The KB attachment field in Table Configuration is no longer available.
• The Result action label and the Result action value field in Table
Configuration and Record Producer Configuration are no longer available
(platform only).
• The Order button no longer appears in search results for content items
that are defined in the Service Catalog. Content items are not goods or
services, which means that they cannot be ordered. In earlier releases, all
Service Catalog items, including content items that appeared in the
search results, had the Order button.

Financial Management
• Allocation logs in the Allocation Setup stage.
• The Financial Management costing dashboard of the Financial Modeling
application.
• The term Charge Item from the Financial Charging application.
• The com.glide.financial_management.currency_code property, specific to
the Financial Management application, is removed from the System
Property [sys_properties] table. This property was earlier used as
functional currency. Now, functional currency is derived from the
glide.system.locale property.

For upgraded customers, functional currency is still derived from the

com.glide.financial_management.currency_code property. If you have a
value in this property, you may want to remove it so that all your financial
plan conversions are reported in the same functional currency.

HR Service Delivery
• The HR Workday Integration plugin (com.sn_hr_wday) was removed.

Incident
Communications • Incident Communication Plan form: Removed the Activity and Post
Management Incident Review sections.
• Conference call participants: The participants who are fetched frequently
in a conference call option is no longer a part of the recommended list in
the conference call participant dialog.
• UI action: Disabled the UI action View PIR Report.
• Incident Communication Task form: Removed the Send SMS UI Action.

Incident Management
• The Show "Create Incident" link property is removed from the Incident
Management Properties UI because this field is related to Knowledge
Management.
• The URL used for the "Create Incident" link property is removed from the
Incident Management Properties UI because this field is related to
Knowledge Management.

MID Server The installation prerequisite for the Java Runtime Environment (JRE) has
changed for new MID Servers. You must install the supported JRE manually
on each MID Server host or verify that the correct version is already
running. There is no change in the way the instance upgrades existing MID
Servers to the supported JRE version. See MID Server system requirements
for JRE version information.

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Application or feature Details

Performance Analytics
• Spotlight: The previous scheduled job, which was run for all Spotlight
groups at once, has been removed and replaced with scheduled jobs set
for each Spotlight group.

Platform security
• The Now Platform no longer supports creating new Triple DES keys for
an Encryption Context, but continues to support previously-created
Triple DES keys. Previously-created Triple DES keys are listed in the
Encryption Contexts with a Type of 3DES.

Project Portfolio
Management • The Tracking tab in the Project Workspace is removed. The tab was used
for opening the selected project in Project Workbench. You can now
navigate to Project Workbench using the Planning tab in Project
Workspace and selecting Project Workbench from the Planning Console
selection arrow.
• The com.glide.financial_management.currency_code property, specific to
the Financial Management application, is removed from the System
Property [sys_properties] table. This property was earlier used as
functional currency. Now, functional currency is derived from the
glide.system.locale property.

Note: For upgraded customers, functional currency is still

derived from the
com.glide.financial_management.currency_code
property. If you have a value in this property, you
may want to remove it so that all your financial plan
conversions are reported in the same functional
currency.
• The Incomplete button on Demand form is removed. It is replaced with
Reset to Draft button.

Service Catalog
• Removed sc_cat_item_producer from the exclusion list of the
glide.sc.item.order_guide_exclusion property.

Service Mapping
• The Service Map Planner module is deprecated.
Fresh install deployments do not have the Service Map Planner module.
The Service Mapping Home screen and the application service form
provide capabilities you can use for planning. For more information, see
the New features replacing Service Planner in Service Mapping
[KB0689681] article in the HI Knowledge Base.

If you used this feature prior to upgrading, the Service Map Planner
module is not removed from upgraded deployments.

Time Card Management

• The Quick Add option on the task cards in Time Sheet Portal has been
removed. You can use the Add to Time Sheet option to add time cards
for a task card.

Timeline Visualization
• The Timeline Visualization plugin is no longer dependent on the Project
Management (com.snc.project_management_v3) plugin. Activating the

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Application or feature Details

Timeline Visualization plugin does not activate the Project Management
plugin.
• Activating Timeline Visualization does not activate the CIO roadmap. You
must activate the Project Portfolio Management
(com.snc.financial_planning_pmo) plugin to use the CIO roadmap with
timeline visualization.

Vulnerability Response
• Vulnerability Configuration module: Replaced by Setup Assistant.
• CI Identifier Rules: Removed in favor of CI Lookup Rules.
• Closed state Fixed reason: Removed the Fixed reason. You are not able
to change the vulnerability group state manually to Closed/Fixed. The
vulnerability group state changes automatically to Closed/Fixed when all
the vulnerable item states are changed to Closed/Fixed.

Activation information for all London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on activation information for London features and
products.

Activation information
Some products and features require specific subscriptions, roles, or licenses. Other features
are part of the Now Platform® and are active by default.

Application or feature Details

Accessibility
Enable accessibility from the system settings option. For more information
on system settings, see System settings for the UISystem settings for the
UI.

Enable accessibility mode

Use the Tab key to navigate to every item on a page. Accessibility mode
also enables the option to skip to different places on a page. Your users
can enable this option individually on the General tab of the system
settings menu. You can also enable this preference for your users by
navigating to User Administration > User Preferences and searching for
the preference glide.ui.accessibility.

Agent Intelligence
• Agent Intelligence is included in the following packages: ITSM
Professional, CSM Professional, HR Professional, and HR Enterprise. When
you subscribe to any of these packages, you can activate the Agent
Intelligence plugins in your production instance using your administration
rights. You can also request activation of these plugins on a non-
production instance.
• If you are running your instance on an earlier version than Kingston Patch
2, such as Kingston Patch 0 or Kingston Patch 1, when you activate your
plugins, you must update your scheduler URL property so it is

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 ServiceNow | London release notes

Application or feature Details

compatible with Agent Intelligence. For activation instructions, see
Acrivate Agent Intelligence.

Agile Development 2.0 You can activate Agile Development 2.0 (com.snc.sdlc.agile.2.0) if you have
the admin role.

API
• Discovery APIs: Discovery is available as a separate subscription from the
rest of the Now Platform and requires the Discovery (com.snc.discovery)
plugin.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is
active by default.
• Interaction Management APIs: An administrator can activate the
Interaction Logging, Routing, and Queueing plugin
[com.glide.interaction] to access the functionality.
• Major Incident Management API: An administrator can activate the
Incident Management - Major Incident Management plugin
(com.snc.incident.mim) to access the functionality.
• Messaging Notification APIs: To activate notifications in messaging
applications, request the Messaging Notification plugin
(com.glide.notification.messaging) through the HI Customer Service
system. This plugin activates related plugins if they are not already active.
Integrations with third-party systems also require a separate
IntegrationHub subscription.
• MetricBaseAPIs: The MetricBase product requires a separate subscription
and must be activated by ServiceNow personnel.
• SentimentAnalyser API: An administrator can activate the Sentiment
Analysis (com.snc.sentiment_analysis) plugin to access the functionality.
• Service Portal APIs: Service Portal is a Now Platform feature that is active
by default.
• UserCriteriaLoader API: Available with the User Criteria Scoped API
plugin (com.glideapp.user_criteria.scoped.api) that is active by default.

Application Portfolio Activate the Application Portfolio Management (com.snc.apm) plugin if

Management you have the admin role.

Assessments and Platform feature – active by default.

Surveys
Activate the Continual Improvement Management plugin (com.sn_cim) to
enable the Create Improvement Initiative related link for surveys and
assessments.

Activate the Sentiment Analysis (com.snc.sentiment_analysis) plugin to

enable the following modules:

• Sentiment Analysis > Sentiment Connector Configurations: Contains the

connector configurations for sentiment analysis.
• Sentiment Analysis > Sentiment Analysis Properties: Contains the
customization properties for the Sentiment Analysis module.
• Survey > Question Sentiment Results: Contains the sentiment analysis
results for surveys.

Asset Management The Software Asset Management Foundation (com.snc.sams) plugin must
be activated by ServiceNow personnel. This plugin includes demo data. See
Request Software Asset Management Foundation plugin.

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Application or feature Details

Authentication You can activate the Custom URL plugin (com.snc.customurl) if you have
the admin role.

Automated Test Active by default. To use quick start sample tests, activate the Customer
Framework Service Management Demo Data plugin (com.snc.customerservice.demo).

Benchmarks Active by default. However, you must opt in to the Benchmarks program to
participate.

Change Management To view the Change Schedules page, you must activate the Change
Management - Change Schedule plugin
(com.snc.change_management.soc).

Cloud Management The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate

subscription. You must request activation from ServiceNow personnel.

Communities Communities is only available for customers who are licensed for Customer
Services Management. To activate Communities, activate the Customer
Communities plugin (com.sn_customer_communities).

To implement knowledge harvesting, activate the Knowledge Management

Service Portal plugin (com.snc.knowledge_serviceportal).

Configuration
Compliance Activate the Configuration Compliance [com.snc.vulc] plugin and configure
it based on the needs of your organization. This plugin is available as a
separate subscription.

Note: Configuration Compliance can process scan data from

various sources.
The Qualys Cloud Platform plugin for Vulnerability
Response has been extended to import Qualys PC
content and scan results into ServiceNow
Configuration Compliance. Plugins that support other
configuration scanning applications, such as those
from Tenable, Rapid7, and TripWire, may exist. See the
ServiceNow Store for available plugins or consult your
scanning application representative, for availability.

Contextual To activate application restricted caller access, you activate the Scoped
development Application Restricted Caller Access plugin
environment (com.glide.scope.access.restricted_caller).

Contextual search The Contextual Search plugin (com.snc.contextual_search) is activated by

default for upgrade and new customers.

Continual Improvement The Continual Improvement Management (com.sn_cim) plugin requires a

Management separate subscription and must be activated by ServiceNow personnel.
This plugin includes demo data and activates related plugins if they are not
already active. The Continual Improvement Management application is
available with the ITSM Professional subscription only. Please contact your
account manager for more information.

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 ServiceNow | London release notes

Application or feature Details

Customer Service You can activate the Customer Service Management plugin
Management (com.sn_customerservice) if you have the admin role. This plugin includes
demo data and activates related plugins if they are not already active.

Delegated development Active by default.

and deployment
Discovery Discovery is available as a separate subscription from the rest of the Now
Platform and requires the Discovery (com.snc.discovery) plugin.

Edge Encryption Active by default.

Embedded help The Embedded Help (com.glide.embedded_help) plugin is active by

default for all new and upgraded instances.

Event Management Event Management is available as a separate subscription from the rest of
the Now Platform and requires the Event Management
(com.glideapp.itom.snac) plugin.

Field Administration Platform feature — active by default.

Field Service The Field Service Management (com.snc.work_management) plugin is

Management available as a separate subscription. This plugin activates related plugins if
they are not already active.

Financial Management You can activate the Financial Management Core

(com.snc.financial_management) plugin if you have the admin role.

Flow Designer
• Platform feature – active by default.
• Running a flow from a Service Catalog item request requires a separate
plugin that is inactive by default. To activate this feature, request the
Flow Designer support for the Service Catalog plugin
(com.glideapp.servicecatalog.flow_designer) through the HI Customer
Service system. This plugin activates related plugins if they are not
already active.

HR Service Delivery
HR Service Delivery is available as a separate subscription. You can activate
one or more of the following plugins:

• Case and Knowledge Management plugin (com.sn_hr_core)

• Employee Service Center plugin (com.sn_hr_service_portal)
• Enterprise Onboarding and Transitions plugin
(com.sn_hr_lifecycle_events)

If you are integrating HR Service Delivery with a third-party HR

management system or background check system, the HR Integrations
plugin (com.sn_hr_integrations) is automatically activated with the Case
and Knowledge Management plugin (com.sn_hr_core) to assist you in the
integrations process.

If you are subscribed to both HR Service Delivery and Performance

Analytics, you can activate one or more of the following content packs:

• Performance Analytics - Content Pack - Human Resources Scoped App

[com.sn_hr_pa]

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 ServiceNow | London release notes

Application or feature Details

• Performance Analytics - Content Pack - Human Resources Lifecycle
Events Scoped App [com.sn_hr_lifecycle_pa]

If you are migrating from the legacy (non-scoped) version to the scoped
version of HR Service Delivery, you can activate the HR Migration plugin
(com.sn_hr_migration) to assist you in the migration process.

If you are subscribed to both HR Service Delivery and Facilities Service

Management, activate the Facilities Move Management plugin
(com.snc.facilities_service_automation.move) first. Activating the Facilities
Move Management plugin first ensures that the building map appears in
the Employee Service Center.

Hybrid Analysis
integration • Plugins
The Threat Intelligence (com.snc.threat.intelligence) plugin must be
activated.

The Threat Intelligence plugin is available as a separate subscription.

Unless the Security Incident Response plugin is activated, some
workflow and threat functionality is not available. You can
activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident)

plugin and configure it based on the needs of your organization using
Setup Assistant. This plugin is available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Import and Export File type data sources is a platform feature that is active by default.

Incident The Incident Communications Management plugin (com.snc.iam) must be

Communications activated by new customers. For more information, see Activate Incident
Management Communications Management.

Incident Management The Incident Management - Core plugin (com.snc.incident_management) is

available by default in new instances but it is not available on upgrade.
Customers upgrading from Geneva or earlier versions must request the
plugin.

IntegrationHub The ServiceNow IntegrationHub Installer plugin

(com.glide.hub.integrations) requires a separate subscription and must be
activated by ServiceNow personnel. This plugin includes demo data and
activates related plugins if they are not already active.

Interaction Management An administrator can activate the Interaction Logging, Routing, and
Queueing plugin [com.glide.interaction] to access the functionality.

ITSM Virtual Agent Virtual Agent must be activated before you can use the ITSM Virtual Agent
chatbot topics.

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 ServiceNow | London release notes

Application or feature Details

To activate this feature, request the Virtual Agent plugin
(com.glide.cs.chatbot) through the HI Customer Service system.

You must have the admin role to activate the ITSM Virtual Agent
Conversations plugin (com.snc.itsm.virtualagent) to access the predefined
ITSM Virtual Agent topics.

Knowledge Activate the Knowledge Management Advanced plugin

Management (com.snc.knowledge_advanced) to enable advanced features for
Knowledge Management. For more information on activating the plugin,
see Activate the Knowledge Management Advanced plugin

Activate the Knowledge Management Service Portal plugin

(com.snc.knowledge_serviceportal) to use the Knowledge Management
Service Portal. For more information on activating the plugin, see Activate
the Knowledge Management Service Portal plugin

The Knowledge User Criteria Diagnostics feature is included in the

Knowledge v3 plugin, which is enabled by default.

MetricBase The MetricBase product requires a separate subscription and must be

activated by ServiceNow personnel. A demonstration plugin with sample
tables, metrics, triggers, and data is available. Be sure to request the
MetricBase Demo plugin with the MetricBase product.

MID Server Platform feature – active by default

Notifications
• Platform feature - active by default.
• To activate notifications in messaging applications, request the
Messaging Notification plugin (com.glide.notification.messaging) through
the HI Customer Service system. This plugin activates related plugins if
they are not already active. Integrations with third-party systems also
require a separate IntegrationHub subscription.

Operational Intelligence The Operational Intelligence plugin (com.snc.sa.metric) requires a separate

subscription and must be activated by ServiceNow personnel. This plugin
includes demo data and activates related plugins if they are not already
active.

Password Reset
• A simple version of the Password Reset application is active by default
and includes example verifications. The base system enables connections
only to the Local ServiceNow Instance credential store type. For details,
see Credential stores for Password Reset.
• To enable connections to Active Directory (AD) and Remote (SOAP)
ServiceNow Instance credential store types, you must activate the
Password Reset - Orchestration Add-on plugin. The plugin also activates
the Password Reset Windows Application
(com.glideapp.password_reset_desktop). No other components are
installed. Orchestration is available as a separate subscription. See
Activate the Password Reset - Orchestration Add-on plugin.

Performance Analytics
Platform feature — Complimentary Performance Analytics for Incident
Management is active by default.

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 ServiceNow | London release notes

Application or feature Details

• Full Performance Analytics functionality requires a separate subscription.
For more information, see Get licensed Performance Analytics.

PhishTank integration
• Plugins
The ServiceNowThreat Intelligence (com.snc.threat.intelligence) plugin
must be activated.

The Threat Intelligence plugin is available as a separate subscription.

Unless the ServiceNow Security Incident Response plugin is activated,
some workflow and threat functionality is not available. You can
activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident)

plugin and configure it based on the needs of your organization using
Setup Assistant. This plugin is available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Platform quality and Active by default.

performance
Platform security The Instance Security Dashboard (PA) is active if the Performance
Analytics – Instance Security Dashboard plugin
(com.snc.pa.instance_sec_dash) is active.

Platform security Delegated development and deployment is a platform feature that is

activated when Application Administration is selected in the application
record.

Problem Management The Problem Management plugin (com.snc.problem) is activated by default

for new and upgrade customers.

Project Portfolio Users with the admin role can activate the Project Portfolio Management
Management (com.snc.financial_planning_pmo) plugin.

Reporting
• Platform feature – active by default.

Reverse Whois
integration • Plugins
The Threat Intelligence (com.snc.threat.intelligence) plugin must be
activated.

The Threat Intelligence plugin is available as a separate subscription.

Unless the Security Incident Response plugin is activated, some
workflow and threat functionality is not available. You can
activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

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 ServiceNow | London release notes

Application or feature Details

Activate the Security Incident Response (com.snc.security_incident)
plugin and configure it based on the needs of your organization using
Setup Assistant. This plugin is available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Scaled Agile Framework The Scaled Agile Framework plugin (com.snc.sdlc.safe) plugin requires a
separate subscription and must be activated by ServiceNow personnel.

Search Administration Platform feature - active by default.

Security Incident Activate the Security Incident Response (com.snc.security_incident) plugin

Response and configure it based on the needs of your organization using Setup
Assistant. This plugin is available as a separate subscription.

Service Catalog Active by default.

Service Level The SLA Breakdowns plugin (com.snc.sla.breakdowns) is activated by

Management default for new customers. Upgrading customers must activate the plugin
to install the SLA breakdowns feature.

Service Mapping Service Mapping is available as a separate subscription and requires

activation by ServiceNow personnel. The following plugins are activated
automatically when Service Mapping (com.snc.service-watch) is activated:
Discovery (com.snc.discovery), Pattern Designer
(com.snc.pattern.designer), Cloud Management Core (com.snc.cloud.core),
Performance Analytics - Content Pack - Service Mapping (com.snc.service-
mapping.pa.content), and Event Management and Service Mapping Core
(com.snc.service-watch). The Event Management and Service Mapping
Core (com.snc.service-watch) plugin is different from the Event
Management plugin (com.glideapp.itom.snac).

Service Portal
• Service Portal is active by default on new instances. For upgraded
instances, activate the Service Portal for Enterprise Service Management
plugin (com.glide.service-portal.esm) if you have the admin role.
Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see
Content Management and Service Portal.

Shodan integration
• Plugins
The Threat Intelligence (com.snc.threat.intelligence) plugin must be
activated.

The Threat Intelligence plugin is available as a separate subscription.

Unless the Security Incident Response plugin is activated, some
workflow and threat functionality is not available. You can
activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

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 ServiceNow | London release notes

Application or feature Details

Activate the Security Incident Response (com.snc.security_incident)
plugin and configure it based on the needs of your organization using
Setup Assistant. This plugin is available as a separate subscription.

Security Support Common (com.snc.security_support.common)

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Software Asset The Software Asset Management Professional (com.snc.samp) plugin

Management requires a separate subscription and must be activated by ServiceNow
personnel. This plugin includes demo data and activates related plugins if
they are not already active. See Request Software Asset Management.

For the Software Asset Management

(com.snc.software_asset_management) plugin and Software Asset
Management Foundation (com.snc.sams) plugin features of Asset
Management, see ITSM Software Asset Management.

Software Asset
Management
Subscription Platform feature – active by default.
Management
System upgrades Platform feature — active by default.

Table administration Platform feature — active by default.

Task Communications The Task Communications Management plugin

Management (com.snc.task_communication_management) is not available for
independent activation. Currently, the plugin is activated when you activate
the Incident Communications Management plugin (com.snc.iam), the
Incident Management - Major Incident Management plugin
(com.snc.incident.mim), or Major Issue Management plugin
(com.sn_majorissue_mgt).

Test Management 2.0 You can activate Test Management 2.0 (com.snc.sdlc.test_management) if
you have an admin role.

Threat Crowd
integration • Plugins
The Threat Intelligence (com.snc.threat.intelligence) plugin must be
activated.

The Threat Intelligence plugin is available as a separate subscription.

Unless the Security Incident Response plugin is activated, some
workflow and threat functionality is not available. You can
activate Security Incident Response before or after Threat
Intelligence activation.

The following Security Incident Response plugins must be activated.

Activate the Security Incident Response (com.snc.security_incident)

plugin and configure it based on the needs of your organization using
Setup Assistant. This plugin is available as a separate subscription.

Security Support Common (com.snc.security_support.common)

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 ServiceNow | London release notes

Application or feature Details

Security Incident Response (com.snc.security_incident)
Trusted Security Circles Client (com.snc.intel_sharing.client)
Security Support Orchestration (com.snc.secops.orchestration)
Threat Core (com.snc.threat)

Time Card Management You can activate the Time card management (com.snc.time_card) plugin if
you have the admin role.

Time Card also gets activated as part of the Project Portfolio Suite with
Financials (com.snc.financial_planning_pmo) plugin.

Timeline Visualization Users with the admin role can activate the Timeline Visualization
(com.snc.timeline_visualization) plugin. To use CIO roadmap with timeline
visualization, you must activate the Project Portfolio Management
(com.snc.financial_planning_pmo) plugin.

UI Platform feature – active by default.

Vendor Risk The GRC: Vendor Risk Management (com.sn_vdr_risk_asmt) plugin is

Management available as a separate subscription.

Virtual Agent To activate this feature, request the Virtual Agent (com.glide.cs.chatbot)
plugin through the HI Customer Service system.

Vulnerability Response Activate the Vulnerability Response (com.snc.vulnerability) plugin and

configure it based on the needs of your organization using Setup Assistant.
This plugin is available as a separate subscription.

Walk-up Experience You can activate the Walk-up Experience plugin (com.snc.walkup) if you
have the admin role. This plugin includes demo data.

Web services External user REST API security is a platform feature that is active by
default if the REST APIs - Explicit Roles (com.glide.explicit_roles) plugin is
already active on that instance.

Inbound REST API rate limiting is a platform feature that is active by

default.

Install incremental ODBC fixes does not require activation.

Support for custom request content types is a platform feature that is

active by default.

Workflow Platform feature — active by default.

Browser requirements for all London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on browser requirements for London features and
products.

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 ServiceNow | London release notes

Browser requirements
Review this information to ensure you are using the correct browsers and browser versions.

Application or feature Details

Accessibility Some keyboard shortcuts are browser-specific. See your specific browser
documentation for more information.

Project Portfolio If you are using Internet Explorer, version 11 or later (including Edge) is
Management required to use all aspects of the workbenches.

Vendor Risk Google Chrome 63 and later.

Management

Accessibility information for all London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

Cumulative release notes summary on accessibility information for London features and
products.

Accessibility information
Some products have specific accessibility information or exceptions.

Application or feature Details

Project Portfolio In custom UI pages like Planning Console where Gantt chart is used, few
Management exceptions such as date time picker and timeline task bars are not
keyboard accessible.

Service Mapping
Service Mapping supports Web Content Accessibility Guidelines (WCAG)
2.0 level A for all tasks performed on service maps in the View and Edit
modes. User interface elements have enhancements that make them
accessible to screen readers. Service Mapping offers text alternatives for
the following UI elements:

• Map elements
• Business service list
• Business service and CI Properties pane
• The More Options menu
• The timeline area
• Pattern Designer elements like step tree

For information on operating Service Mapping using keyboard shortcuts,

see Keyboard shortcuts for operating Service Mapping in accessibility
mode.

Additional requirements for all London features and products

Last updated: July 26, 2018
Last updated: July 26, 2018

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 ServiceNow | London release notes

Cumulative release notes summary on additional requirements for London features and
products.

Additional requirements
To use certain products, specific setups or third-party requirements are required.

Application or feature Details

Embedded help Embedded help is only available in UI16. It is not compatible with UI15.

Financial Management Right-to-left languages in custom UI pages are not supported.

Alternatively, you can use platform lists and forms.

Guided Tour Designer The Guided Tour Designer is only available in UI16. The designer is not
compatible with UI15. For more information, see Activate UI16.

Hybrid Analysis While Hybrid Analysis is a free service, the service does require registration
integration to acquire an API Key and API secret (username and password). Visit the
Hybrid Analysis website to register.

PhishTank integration A PhishTank API key is required for the integration. Visit the PhishTank
website for more information and to obtain the API key.

Project Portfolio Right-to-left languages in custom UI pages are not supported.

Management Alternatively, you can use platform lists and forms.

Reverse Whois In addition to the ServiceNow Security Operations plugins, you must be a
integration customer of the WhoIsXML API service. Visit the WhoIsXML website for
information about the service capabilities.

Shodan integration In addition to the ServiceNow Security Operations plugins, a Shodan API
key is required. To obtain the Shodan API key and learn more about the
Shodan APIs, visit the Shodan Developer website. Follow the instructions
for creating an account.

Available versions (London)

Last updated: July 26, 2018
Last updated: July 26, 2018

The London family includes Enterprise patches and hot fixes, as well as releases for
Password Reset, ODBC, and Mobile.

For more information about how to upgrade an instance, see Upgrade to London.

For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of Kingston fixed problems, see KB0623762.

Note: This version is under FedRAMP evaluation.

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 ServiceNow | London release notes

Q3 2018 QPP Targets

Releases Patch target option Release notes

Jakarta Jakarta Patch 9 Jakarta
Kingston Kingston Patch 6 Kingston

• Targets are subject to change prior to patching. Target versions for a quarter change only
if absolutely necessary.
• ServiceNow will occasionally add an additional letter to some patch and hot fix names (for
example, Helsinki Patch 9a). Please consult the release notes for the list of fixes included in
each version.

Available versions

Release version Release type Released on Availability

London security and notable fixes Feature 07/26/2018 Available to Early
Availability
All other London fixes customers

• Available to Early Availability customers: Early Availability is a ServiceNow program that

allows a select group of customers and partners to upgrade to a new release before
market launch, when it then becomes generally available. For more information, see the
London Early Availability - Customer FAQ [KB0635446] article in the HI Knowledge Base.

Mobile versions
For the latest iOS and Android mobile application release notes, refer to KB0598602.

Password Reset Windows Application releases

For the latest Password Reset Windows Application release notes, refer to KB0598975.

ODBC Driver releases

For available ODBC release notes that are not yet listed below, refer to KB0540707.

Release version Availability

ODBC Driver 1.0.14 release notes Available
ODBC Driver 1.0.13 release notes Legacy
ODBC Driver 1.0.12 release notes Legacy
ODBC Driver 1.0.11 release notes Legacy
ODBC Driver 1.0.10 release notes Legacy

London security and notable fixes

Last updated: July 26, 2018
Last updated: July 26, 2018

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 ServiceNow | London release notes

The London release contains fixes to these problems.

London was released on July 26, 2018.

Build
Build date: 07-14-2018_1223
tag: glide-london-06-27-2018__patch0-07-11-2018

For more information about how to upgrade an instance, see Upgrade to London.

For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of Kingston fixed problems, see KB0623762.

Note: This version is under FedRAMP evaluation.

Security-related fixes
London includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now 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
London, refer to KB0692609.

Important fixes in London

The following problems and their fixes are ordered by potential impact to customers,
starting with the most significant fixes.

Problem Short Description Steps to reproduce

description
Persistence Setting the When the property
property 1. Set the system property
glide.db.query.term.table_limit
PRB1282065glide.db.query.term.
is set to 0, the related glide.db.query.term.table_limit to 0.
table_limit to propertyglide.cache.size.sys_2.term_table_cache
Restart the instance node.
KB0688314 zero causes is created with a value of A static initializer sets the cache size.
severe cache 0. As a result, the
issues on instance experiences 3. Issue any arbitrary updates, for
sys_term_table_cache
significant performance example, against an incident.
and a high flush degradation. 4. Look at /xmlstats.do?include=cache
count for the entry for
sys_term_table_cache.

Entries are always 0 and the flush count

climbs with every update.

Persistence Data loss can Adding an index to a TPP Refer to the listed Known Error KB article
occur when column will sometimes for details.
PRB1243052adding an index try to migrate columns to
on an existing accommodate an index.
KB0675026 column on a
TPP table via
IndexDescriptor#create
when that table
is out of index
capacity
Usage Detect and The Refer to the listed Known Error KB article
Analytics handle the usageanalytics_count_cfg for details.
corruption of table loses entries
usageanalytics_count_cfg
mysteriously on some

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1268561 entries within customer instances. The
Usage Analytics problem is usually
KB0685641 discovered when the
instance stops reporting
usage counts and can
take a while. It manifests
itself in two different
ways:

• The number of entries

in the
usageanalytics_count_cfg
table is too low - less
than 100.
• The number of entries
in the
usageanalytics_count_cfg
table does not match
the number of
corresponding entries
in the parent
sys_metadata table.
Forms and Document ID When a document ID Refer to the listed Known Error KB article
Fields field types are field is set to read-only for details.
showing the via ACL or dictionary
PRB1155488 sys_id instead (server-side methods),
of the display the field shows the
KB0636102 value sys_id instead of the
display value when
viewed in a form.
Application Non-admins Non-admin users with Refer to the listed Known Error KB article
Navigator cannot the impersonator role are for details.
& Banner impersonate unable to select any
Frame users in Jakarta users from the
impersonation dialog,
PRB1244652 except for users in the
recent impersonation list.
KB0657636

List Date/Time The Date/Time selection Refer to the listed Known Error KB article
settings are not of "Time Ago" or "Both" for details.
PRB1260603used on the list in system settings is not
used when accessing a
KB0686718 list view of records, nor
when the list view is
refreshed. Instead, the
calendar view is shown.
Asynchronous
Queued AMB AMB messages queued
Message messages can for delivery can push a
Bus push session session's waiting
waiters beyond transactions beyond the
PRB1177878 the 'Max system's allowed
Waiters' maximum amount. The
threshold, result is that legitimate UI
resulting in requests are ignored.
ignored
requests

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Forms and The date picker When using the date
Fields is returning picker on any new 1. Navigate to change_request.do and
incorrect results record, the expected open a new change request form.
PRB1166822 date is not being 2. Under the Schedule tab, use the date
selected. picker to select a planned start date.
KB0655925 3. Select a date in the month after the
one you are in.

The same date in the next month is

returned.

Forms and Multiline text Multiline read-only text

Fields fields do not fields do not 1. Log in as an administrator.
automatically automatically expand. 2. Add the Description field on an
PRB1188317 expand if ACLs This makes the field to Incident form.
prevent the appear in only 3 lines, 3. Open a closed incident record.
KB0657385 current user and users have to scroll 4. Fill with a long text in the Description
from writing to down/up to read the field.
the field content. 5. Impersonate its "Assigned to" user.
6. Open that incident.

Only three lines are displayed in the

description, and users have to scroll up/
down to read that text.

Email Email client is In the Kingston release,

no longer when a non-admin user 1. Open the incident form with an ITIL
PRB1247356 showing who has access to the user with no admin roles.
uploaded Email Client uploads an 2. Open the Email Client.
attachments for attachment to the Email 3. Add an attachment.
non-admin Client, the attachment is
users correctly attached to the The attachment does not reflect on the
email, but it is not shown email client once it has been uploaded. The
in the email client itself. attachment is present and properly
attached to the email and will be sent when
'send' is pressed. However, a non-admin
user will not know that because they
cannot see it on the email client.

Service Mandatory label When a label variable for Refer to the listed Known Error KB article
Catalog: variables do not a catalog item is set to for details.
Service have asterisks mandatory by either a
Portal and are not catalog client script or a
Widgets enforced catalog UI policy, it is
neither displayed as
PRB700689 mandatory (denoted by
an asterisk) nor enforced
KB0622371 in Service Portal.

However, mandatory
labels work in the
backend catalog item
view because they are
denoted with an asterisk
and are enforced upon
the catalog item form
submission.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Lists The page value When using List v2 in
in a list v2 in IE11 IE11, changes to 1. Make sure List v2 is enabled.
PRB1153993 is not displaying pagination values are not 2. In IE11, navigate to Incident > Open.
correctly reflected. However, this 3. Modify the pagination value in the top
KB0657384 works as expected in right.
Chrome.
The page numbers do not increment past 1.

Activity Activity stream When an email is

Stream logs for inbound received from a 1. Send an email from an email address
emails show a registered user with an associated with a valid user.
PRB1160000blank 'From:' account in the sys_user 2. Verify that the inbound email has been
field on the table, the 'From:' field is received by the instance.
KB0656801 email preview empty. If the user is not
registered, the email is The 'From:' field in the activity log is left
visible in the 'From:' field. empty.

Persistence Slowness and When attempting to add

potential extended fields of
PRB1169930 browser lock cmdb_ci (and likely any
ups other Table Per Partition)
fields, large table
structures can cause
adding those fields to be
slow, and potentially
locking the browser.

This may occur in any

place where users are
able to add extended
fields using a
slushbucket, like in the
report builder or when
trying to add dot-walk
fields to forms using the
form layout.

Reporting List gauges The pagination controls

showing the and counts for all list 1. Configure a user with an ITIL role and
PRB1244157 wrong row gauges for the same Network and Service Desk groups.
count on the table name added to a 2. Impersonate the user and open a
KB0684541 homepage homepage appear to homepage by typing HomePage
have counts derived from Admin > My Home in the filter
the first gauge. navigation.
3. Click the Add Content button, find
Gauges > Task > My Groups Work and
add it to the page.
The record/page count at the bottom
of the list.

4. Click the Add Content button, find

Gauges > Task > Unassigned Work and
add it to the page.
Both lists show the same record/page
count.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
When more than one list gauge is present,
the first one's record/page count is applied
to the rest.

ApplicationThe application
Navigator navigator filters 1. Log in to a Helsinki instance.
& Banner much more 2. Type a long string of text into the type
Frame slowly in filter text of the application navigator.
Istanbul and For example: business rules
PRB1194588 later releases
when admins scripts - background
KB0639087 type in the Type
Filter Text to Result: No matter how fast you type,
filter the list is filtered almost immediately.
You cannot get ahead of it.

3. Log in to an Istanbul or a later

instance.
4. Type the same strings of text into the
type filter text of the application
navigator.

There is a noticeable delay, almost as if a

timeout has been added. It is possible to
get in the entirety of the above examples
before the navigator filters, if typing fast
enough. The same results and poor
comparative speed exist if pasting a value
in Helsinki vs. Istanbul or later.

List Reports When attempting to

containing a create reports, if adding 1. Edit a catalog item, such as Submit an
PRB1162821 field from a a field from a variable, IT request.
variable are the report is default to 2. Add these variables: Incident Number
KB0639102 default to only only showing the first (reference type to incident), Incident
showing the record and nothing description (multi-line text).
first record and further. Also, if using 3. Submit the catalog item a few times to
throws a group by, it recognizes generate some records in sc_req_item.
NullPointerException
other records are 4. Set the system property
error available but does not glide.ui.optimize.lists to false.
display them. 5. Create a report on the requested item
table (sc_req_item), and add a filter
for Item = <catalog item created or
Submit an IT Request>.
6. Run the report.
Only one record is displayed, even
though there are many records.

7. Remove the filter and run the report

again.

All records are shown.

Activity Field g_form.isEditableField() Refer to the listed Known Error KB article

Stream 'work_notes' is returns false for journal/ for details.
not editable journal_input fields on
PRB752835 existing record forms.
This PRB also blocks the
ATF plugin from setting

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0657392 the field value of
journal_input fields
during test execution.
Workflow Group activity When using an Approval Refer to the listed Known Error KB article
gets stuck when - Group activity with the for details.
PRB1244065using a custom Wait For Condition based
approval script on script option, the
KB0657504 Approval - Group activity
may get stuck and not
progress the workflow.
Activity Turning off live If users turn off live forms
Stream forms and set 1. In UI16, navigate to Incident > Open.
glide.ui16.live_forms.enabled
glide.ui16.live_forms.enabled Confirm there are journal fields and
PRB1103343 in Jakarta hides to false, the comment Work Notes displayed above the
journal fields fields associated to a Activity Formatter.
KB0634440 associated to form's activity formatter
the activity are hidden. 2. Set glide.ui16.live_forms.enabled to
formatter and false.
activities 3. Return to the incident form.
(filtered) The journal fields do not display.

If you inspect the element, the journal field

is set to display: none.

Activity Additional If text is entered into a Refer to the listed Known Error KB article
Stream Comments and collapsed journal field for details.
Work notes do (for example, when
PRB1196249 not always work Additional Comments
as expected and Worknotes are
KB0687022 collapsed to only show
one field) before the field
is set to mandatory (such
as by a client script), the
'hasChanged' flag is not
triggered. When a user
tries to update the
Additional Comments
and Worknotes fields, the
updates fail with the
error message 'The
following mandatory
fields are not filled in.'
Persistence DBOnlineAlter Refer to the listed Known Error KB article
uses for details.
PRB1234411 ExecutionTracker
from multiple
KB0662210 threads

Service UI policies on When there is a UI policy Refer to the listed Known Error KB article
Catalog list collector applied on a list collector for details.
variables do not variable on a catalog
PRB1246090work, which item, when viewed in the
causes the RITM RITM record, the form
KB0677332 form to break breaks. The list collector
displays as 'Loading.'

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Source Source Control When users attempt to Refer to the listed Known Error KB article
Control operations in commit their changes via for details.
Integration Studio throw an Source Control > Commit
error: Changes, an error
PRB1238101 JGITInternalException:
appears: "An error
Cannot Read occurred while executing
KB0656115 that operation. Try again,
check logs, and contact
support if the error
persists."
UI The form The form section
Componentssection captions captions are not 1. Change the language to Japanese.
are not translated in the Upgrade 2. Navigate go to
PRB1102307 translated in the History module. sys_upgrade_history.list.
Upgrade History 3. Open any record on the list.
module or any
module The form section captions for the Upgrade
History Details and Review Skipped
Records modules are not translated.

Discovery MID ServerLister In Jakarta, support for

incorrectly attachments on MID 1. Initiate a grab log files from an existing
PRB1204637notifies MID Server Script Files was MID Server record.
Servers of added. There was a 2. Upon an input response with an
KB0639427 potential dictionary change to add attachment, remove the attachment.
changes the field
script_attachment and An ecc_queue record is created per MID
reference Server with the following:
sys_attachment. It also
had the default cascade Topic: SystemCommand, Source:
delete rule to nullify the FileChange, Name: ecc_agent_script_file,
reference upon deletion Queue: output
of the attachment.

The platform performs a

multiple update database
execution when an
attachment is deleted to
null out references. Even
though no actual change
is made, this triggers the
database listener
MidScriptListener to
incorrectly notify all MID
Servers of a potential
change.

Reporting Accessing a Accessing the results of a

public report of public report from the 1. Navigate to Reports > View/Run >
PRB1204046the type 'List' type 'List' causes the Create a Report.
deletes the default record from the 2. Create a report from the incident table
KB0656974 default record sys_ui_list table to be with type List.
of the report deleted. Any list layout 3. Click Save.
table from configured by the 4. Click the drop-down next to Save to
sys_ui_list, administrator is lost. In click Publish and Copy Public URL.
causing the addition, a record is 5. Open an incognito window to make
default list for a created by the guest user sure there are no active sessions in the
table to revert on the sys_ui_list table system you are in.
to its system-

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
generated with an empty 'View' 6. View the URL copied in step 4, then
version field. close that browser.
It is no longer needed.

7. Refresh the list from step 3.

The task list is no longer there.

Audit The activity log The Stage field in the
History is capturing Requested Item shows
incorrect the same value for the
PRB1235550 workflow old and new stage in the
changes History Set.
Activity The User This issue occurs when
Stream Preference the user has a 1. Impersonate an ITIL user.
sys_user_preference
sys_user_preference for 2. Navigate to a New/Work in Progress
PRB1238364".stream_input" the '.stream_input' of the incident and ensure you are in the
can cause field form's table. This impacts Default View.
KB0657390 visibility issues mostly ITIL users. The OOB default view is configured to
for comments have both additional comments and
and work notes In some situations, users work note fields within the Notes
depending on cannot post journal input Section.
the form layout as previously/expected.
There can be unexpected 3. Switch your view to the Self Service
visibility issues with View.
comments and The OOB Self Service View only has
worknotes, depending on additional comments. Work notes is
the form layout. not configured to be on the form.

If the user navigates to a 4. Switch back to the Default View and

form view such as Self- post a comment. Then select Update.
Service, and the form 5. Return to the record and post a work
view does not contain note. Then select Update.
their current preference 6. Repeat step 5. This ensures, if it did not
value (for example, work yet exist, that
note), the alternative glide.ui.incident.stream_input has been
field does not display. created and contains the value
However, the 'Post' work_notes.
button remains visible. 7. Switch to the Self Service View.
The comments field is no longer
visible, yet you can see the Post
button.

It is expected you can still see/post

comments, but because your preference is
work notes, the field is no longer visible.

Express to The Notes and The form sections Notes Refer to the listed Known Error KB article
Enterprise Closure and Closure information for details.
information are not visible on the
PRB1275142 sections are not incident form. This
displayed on the symptom is seen after
KB0686992 incident form the first upgrade after
the Express to Enterprise
conversion.
Lists In Helsinki After upgrading to List Refer to the listed Known Error KB article
(UI16), List v3 v3 (a new feature in for details.
PRB707443 has Helsinki), a substantial
performance difference is noticeable in

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0598990 and availability performance, specifically
issues on load time.
compared to
List v2
Persistence CMDB TPP CMDB TPP migration is Refer to the listed Known Error KB article
migration is creating records in the for details.
PRB1241406 creating records cmdb$par1 table with
in the cmdb sys_class_path is NULL.
KB0657450 $par1 table with As a result, some
sys_class_path relationships are not
is NULL showing on CMDB
related lists and searches
against CMDB tables are
not returning all records.
Benchmarks After upgrading Admins cannot see the
Application to Kingston, Benchmark Client 1. Log in as an admin.
users cannot application under 2. Edit the application Benchmarks menu
PRB1252688 hide the 'Application picker' and set it to be visible for the roles
Dashboards because it has been set admin and
KB0682425 module that is to private. sn_bm_client.benchmark_data_viewer.
installed as part Note that the role ITIL has
of the sn_bm_client.benchmark_data_viewer
Benchmark under Contains Roles.
Client 3. Try to edit and remove the role
application sn_bm_client.benchmark_data_viewer
from itil in the Contains Roles list.

You are unable to remove it. Even on

selecting, Delete is disabled.

Condition On translated If multiple languages are Refer to the listed Known Error KB article
Builder instances, enabled, condition for details.
condition operators in report new
PRB1165671 operators in the UI designer are displayed
UI16 report for all users in the
KB0679490 designer are incorrect language,
displayed in the regardless of their
incorrect language settings. The
language condition operators are
displayed in the language
used by the first user
who logged in and
accessed the report
designer after an
instance restart.

Other notable London fixes

Problem Short Description Steps to reproduce

description
Activity HTML fields in If an HTML field is added
Stream the activity on the form and the 1. Navigate to the incident form:
stream show activity stream, when the incident.do.
PRB1110812 HTML tags field changes, its content 2. Use Configure > Form Layout to add
shows on the activity an HTML field called Test HTML.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0634586 stream including HTML 3. Open the incident.do form again, and
tags. create an incident with the blank value
on the new Test HTML field.
4. Open the newly created record,
navigate to the activity section, and
click the Funnel or Filter icon.
5. Scroll down and click the Configure
available fields link.
6. Add the Test HTML field in the
slushbucket.
7. Navigate back to the incident.do form
again, and change the value in the Test
HTML field to 'Hello World'.
8. Save the record.

In the activity stream, 'Hello World' appears

as '<p>Hello World</p>'.
Activity Journal fields in If a journal field is placed
Stream a different tab in a tab separate from 1. In OOB Jakarta, navigate to the
from the the Activity Formatter, incident form.
PRB1151939 Activity the field is hidden. In 2. Remove the Additional Comments and
formatter are Istanbul, the journal field Work Notes fields from the Notes tab.
KB0636101 being hidden would still be displayed. 3. Add the Additional Comments and
Work Notes fields to the Related
Records tab.
4. View the incident form and open the
Related Records tab.

The journal fields are hidden.

Activity Work notes are

Stream not saved when 1. Navigate to Incident > Open.
the activity 2. Select any record.
PRB1235806stream filter is 3. Click Show All Journal Fields and
not checked, ensure that both Comments and Work
which causes notes are displaying, along with the
data loss Post button.
4. Click Filter Activity, and uncheck Work
Notes.
5. Reload the form.
6. Populate the Work notes field with any
value, and click Post.

The value clears out from the Work notes

field, but it does not display in the stream.

Activity Activity stream

Stream filter 1. Go to any incident form.
preferences do 2. Click the activity stream filter icon and
PRB1235811 not save when uncheck Work notes and Attachments.
reloading the 3. Reload the form.
KB0662270 form
Expected behavior: Work notes and
Attachments fields are unchecked in the
activity stream filter.

Actual behavior: Work notes and

Attachments fields are checked but work

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
notes and attachments are not shown in
the activity stream.

Activity After adding the When using the

Stream new property 1. Make sure the live forms property
glide.ui16.emailStreamResponseActions
glide.ui16.emailStreamResponse
property and UI16 is glide.ui16.live_forms.enabled is
PRB1236280Actions, under enabled with live forms, enabled.
certain the email reply buttons For more information, see Disable live
KB0676245 conditions, the appear on the Activity form feature.
email client filter stream. However,
page closes/ when clicking these 2. Make sure email sending and receiving
disappears buttons, the email client is enabled through the
page displays but when glide.ui16.emailStreamResponseActions
clicking the message box property.
to type in a message, the If you do not see this property in /
pop-up page closes/ sys_property_list.do, add it and set it
disappears. to true.

3. Go to /incident_list.do and open a

record that has an email sent.
4. Scroll down in the activity formatter
and click the Reply/Reply All/Forward
buttons.

The email client page appears, but once

you click the message box, it closes.

Activity The form When loading a form

Stream intermittently (e.g., incident.do) that 1. Navigate to the Incident > Open
becomes contains the activity module.
PRB1254635 unresponsive formatter, sometimes 2. Open an incident (one that has many
while scrolling while scrolling down the emails, comments, and work notes).
through the page, the page 3. Once the form completely renders,
activity sometimes becomes open the Developer Tools window.
formatter unresponsive. 4. Clear the console tab and the network
tab.
5. Navigate to the Performance tab and
click the record button.
6. In the form DIV, scroll down through
the form.

Expected behavior: The scrolling is

expected to be smooth.

Actual behavior: The scrolling can become

unresponsive intermittently.

Activity In UI16, Refer to the listed Known Error KB article

Stream g_form.showFieldMsg for details.
does not work
PRB657186 on the
comments and
KB0564273 work_notes
journal fields
Activity The list of email When users send emails
Stream recipients is from an incident, and fill
truncated in the the To and CC fields with
PRB678316 activity history many emails, the list of
email recipients gets

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
truncated in the activity
history. This happens in
IE11.
Activity Mandatory When expanding journal
Stream asterisk shows fields on an existing
up when incident and imputing
PRB697478 expanding text into Additional
journal fields on Comment or Work Notes,
existing a mandatory asterisk
incidents shows up.
Agent ML Solution Following the activation Refer to the listed Known Error KB article
Intelligence (ml_solution) of Agent Intelligence for details.
records are in com.glide.platform_ml
PRB1242161 'Training request plugin, no training can be
timed out' after done. ML Solution
KB0657171 activating the (ml_solution) records are
Agent not active and end up in
Intelligence the state 'Training
com.glide.platform_ml
request timed out'.
plugin
Application
The form style is The incident form page Refer to the listed Known Error KB article
Navigator stuck on the theme is stuck in the pink for details.
& Banner first chosen color. Upon the initial
Frame theme and does change of the system
not change to theme, the form page
PRB1089970the style of the theme changes correctly.
currently However, when changing
KB0634642 selected theme to a different system
theme, the form page
theme does not change
and still loads the style
theme of the first theme
that was changed.
ApplicationApplication When hovering over an
Navigator menus and application module, if
& Banner module titles defined, the hint text
Frame are displaying should be displayed.
instead of hint However, in UI16 on some
PRB1118622 text in UI16 release versions, the Title
text is displayed instead.
This issue does not occur
in UI15.
ApplicationIn Chrome 61,
Navigator any module 1. Navigate to System Definition >
& Banner with arguments Modules.
Frame does not work 2. Click the new button.
and adds the 3. Set the Name and application menu to
PRB1194919 arguments to anything.
the query for 4. Set the Link Type to List of records.
that module 5. In the Arguments field, add this code.
<script>

</script>

6. Save the record and refresh the

navigation to reload the modules.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
7. Search for and select the module you
created.

Expected behavior: The module should

direct you to the list of records.

Actual behavior: Nothing happens when

you click the module.

Application
When typing When typing the Polish Refer to the listed Known Error KB article
Navigator the Polish letter letter "ć" (Alt + c) in ITIL for details.
& Banner "ć" (Alt + c), the view, the left navigation
Frame left navigation panel opens or closes
panel opens or and interrupts the user's
PRB748899 closes, typing. The user can be
interrupting typing on a field on any
KB0681360 user's text input form.

Application
In UI15, if the When the property Refer to the listed Known Error KB article
Navigator collaboration.frameset
collaboration.frameset is for details.
& Banner system property set to false or
Frame is set to false, glide.connect.chat.disabled
the left filter is set to true, users are
PRB825356 navigator unable to resize the left
cannot be filter navigator or split
KB0622547 resized by pane tab by dragging the
dragging the vertical bar. The browser
vertical bar console shows the error:
"Uncaught TypeError:
Cannot read property
'msie' of undefined."
Approvals Approval When using a Manual
Coordinator Approval activity inside
PRB1211255 with a Manual an Approval Coordinator,
Approval child any Generate activity
activity errors fails to generate
out when pre- approvals. The error
generating "Cannot read property
approvals 'duration' from null"
appears in logs.
Approvals Manual Manual approvals have
approvals skip unexpected results when
PRB1234664when included included in an Approval
in an Approval Coordinator. Symptoms
Coordinator may include:
activity with an
error • Approval states are set
to 'No Longer required'
rather 'requested'.
• Activity throws an error
"Cannot read property
"total" from undefined".
• Activity approves with
result=skipped even
when approvals exist.

Approvals The stage field The 'Waiting for

in RITM with Approval' stage value

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1235008'Waiting for does not display the
Approval' as its approver's name in the
value does not RITM form.
display the
approver's
name for the
workflow driven
renderer
approach
Approvals Manually When multiple approval
created records are added for a
PRB1238554 approval workflow that uses the
records are not Manual Approval activity,
recognized by they are added in the
the Manual 'Not yet requested' state.
Approval If one of those approvals
activity is immediately approved,
the Manual Approval
activity will not complete.
Approvals The Deduplicated approvals
deduplication are not properly
PRB1244475on the recorded and not
approvals does attached to correct
not work as activities
expected
Approvals Advanced When using the
approval script Advanced script field to
PRB1244790that returns user build a list of users or
or group IDs groups that should get
instead of approval in the Approval
sys_ids no - User or Approval -
longer creates Group activity, scripts
approvals that return a list of user
or group IDs do not
trigger approvals to be
created. Returning a list
of user or group sys_ids
works as expected.
AssessmentsUsers with the Users with the
survey_reader survey_reader role are 1. Impersonate a user that has the
PRB1241026 role are not able not able to view survey_reader role but not the
to view responses of survey_admin role.
KB0685504 responses of the assessments because the 2. Navigate to Survey Instances >
assessments assessment_take_2 UI Completed.
page requires the All the survey instances that are in the
survey_admin role. complete state are shown.

3. Open any record here.

4. Click the View User's Response related
link.

A new dialog opens and is blank rather

than displaying the user's survey response.

Asset Unable to create Unable to create any

Managementthe mapping mapping for a CI state
with Asset that has already been
state / CI Status mapped when using the

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1244928 Asset CI Install Status
Mapping
(alm_asset_ci_state_mapping)
table.
Audit Activity fields In UI15, activity fields
History are missing disappear after 1. Navigate to Incidents > All.
notification email is sent. 2. Open an incident record.
PRB692555 The issue also occurs in 3. Ensure that sent/received email is
UI11, which is used in configured in the activity log.
KB0597988 print preview. 4. Impersonate an ITIL user.
5. Create an incident on behalf of ITIL
user.
6. Assign the incident to the ITIL user.
7. Check the activity logs.
The field configured in the activity
formatter is displayed.

8. After the email notification is sent,

check the activity log again.

Some of the fields are missing.

Authentication
Users are Users are re-
getting logged authenticating (via the
PRB1237810 out SAML authentication)
automatically within minutes of their
from a system in last active transaction
a short duration even before the session
timeout.
Authentication
Semaphore High memory usage for
exhausted and SAML guest sessions.
PRB1258396 high instance
response time
Authentication
Users are not After an upgrade, the
able to log in to SSO is broken and users
PRB654728 the instance are not able to log in to
through SSO the system.
Authentication
The relay state When using the Multi
- SSO URL encoding SSO plugin, if an
causes failures if unauthenticated user
PRB1265474the query string makes a request to a
contains a URL that contains a
JavaScript JavaScript function as
function part of the query string,
it is not encoded
correctly in the relay
state parameter for the
subsequent
auth_redirect.do request,
which causes an
incorrect redirection. The
message "Security
constraints prevent
access to requested
page" is displayed.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Automated Clicking a UI
Test action cannot 1. Create an ATF Test.
Framework click the client 2. Add an open existing record step, set
form link with the table to incident, and choose any
PRB1236512 an action name incident from zboot or create a new
one and refer to that incident in the
KB0685082 open state.
3. Add a Click a UI Action step, and set
its UI action to Repair SLAs (client =
true, form link = true, has a defined
Action name).
4. Run the test.

Expected behavior: The modal pop-up

appears asking to confirm starting the
repair process.

Actual behavior: The client test runner

opens the form to incident, then leaves the
form via g_form.submit ('sla_repair').

Benchmarks Unable to
Application download 1. Request two instances.
scores for the 2. Set up one instance as a client instance
PRB1241049 first month after and another instance as central
opt-in instance.
KB0685381 3. Set up the central instance with
benchmark and global scores for the
previous six months.
4. Opt-in and verify scores are
downloaded for previous six months.
5. Wait for a month and verify that the
download event is scheduled.

You are unable to download scores for first

month after opt-in.

Change ChangeTaskState After upgrading to

Managementscript include is Jakarta, errors are 1. Open or create a new change_request.
not installed thrown when attempting 2. Scroll to the bottom of the page and
PRB1201834 when upgrading to insert records into select the Change Task related list.
to Jakarta from sysapproval_group. 3. Create a Change task, note down the
KB0657476 pre-Geneva time it has been created.
4. Navigate to syslog_list.do.

There should be one or more messages

referring to
org.mozilla.javascript.EcmaError:
'ChangeTaskState' is not defined.

Change Cannot create Standard changes Refer to the listed Known Error KB article
ManagementStandard cannot be created for details.
Changes via the through the Service
PRB713373 catalog on Portal. The catalog on
Service Portal Service Portal does not
KB0647724 treat standard changes in
the same way the
catalog handles those in
the normal UI.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Chat If a user ends Instead of the duration of
and rejoins a the record showing how
PRB1030558connect support long the agent has
conversation chatted with the end
before it is user, the duration is
accepted, the something similar to
duration time of 23:59:56, which is a
chat_queue_entrywhole day minus the
will be incorrect time between the time
the user left the chat and
the agent is accepted.
Chat "At Mention" (@ If an end user navigates
username) logs to an incident and tries
PRB1102152 out the current to enter a work note
user if the using @<username>, it
impersonating will not load the
user is not usernames. When this
visible to a user happens the session is
in the result list ended, and navigating
elsewhere will prompt
the user to log in.
Symptoms: - @mention
never loads the user list -
End user can no longer
navigate the instance
Chat Connect chat
live profile is not
PRB666963 updated when
user's name
changed in
sys_user record
by admin
Chat Idle Countdown After several minutes of Prerequisites
never times out inactivity, the Idle
PRB733150 even after Countdown does not • Use two browsers, such as Chrome and
several minutes time out the user. The Firefox.
KB0659154 of inactivity Connect Support • Set the Connect Support properties
properties connect.support.idle.count_down and
connect.support.idle.delay.
connect.support.idle.count_down
and
connect.support.idle.delay Steps to reproduce
are not working as
described in Configure 1. In Firefox, impersonate an end user,
Connect Support chat such as Abel Tuter.
timeout. 2. In Chrome, impersonate a chat agent,
such as David Loo.
3. Initiate a chat for the end user by
entering any queue (e.g., HR Support:
$chat_support.do?queueID=
aeb40252d7133100816403548e610363).
4. As David Loo, respond to the chat
after accepting it into your queue.

Expected behavior: After 20 seconds of

inactivity, the end user should get a timer
for a timeout alert. After an additional 10
seconds, the user should get removed from
the chat session. The agent should get a

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
message that the user has left the chat
session.

Actual behavior: After several minutes of

inactivity, nothing happens on the end-user
side.

Chat Users can enter If a user opens the chat Refer to the listed Known Error KB article
their question to support URL within the for details.
PRB748843 a support queue available time, they are
after the still able to enter their
KB0676865 queue's question after time
scheduled expires on the queue's
availability time schedule. A user will see
"Waiting for an Agent..."
even though the queue
could be closed for the
day or weekend.
Cloud CMPv2 AWS When leveraging AWS
Managementand Azure Cloud Accounts in a
Application Client do not Jakarta Cloud
honor MID Management instance, if
PRB1236143 Server the MID Server is
properties for configured to use a
proxy proxy, it is not honored.
Cloud Provisioning an When creating the Azure
ManagementAzure virtual public IP and NIC, it does 1. Create a blueprint for the Azure virtual
Application machine from not wait for the Public IP machine.
the Cloud User to finish provisioning 2. Set DiscoverAndAttachIP to true on
PRB1250019 portal fails with before requesting to the virtual server.
an error create NIC. Since NIC 3. Provision the blueprint.
depends on the Public IP,
an error occurs. An error occurs.

Cloud Cloud The cloud billing

ManagementManagement V2 discovery is not able to
Application billing jobs are handle a huge number of
stuck downloads. It runs for a
PRB1268429 few days and eventually
times out.
Condition In the new
Builder report designer,
the condition
PRB724836 builder is not
displayed in 24-
hour time
format
ConfigurationPerformance When the Service
Managementissues for users Dashboard is running,
Database running the some users experience
(CMDB) Service performance or memory
Dashboard usage issues.
PRB1249088
The fix for this PRB adds
the
glide.cmdb.health.processServiceScore
system property. If set to

July 26, 2018 ©2018 ServiceNow. All rights reserved. 238

 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
false, service health
scores are not calculated.

ConfigurationLong running The IdentificationEngine Refer to the listed Known Error KB article
Management'CompactRelationswas spending too much for details.
Database from the time/resource for
(CMDB) IdentificationEngine
'CompactRelations.'
are causing
PRB1251933 excessive
memory usage
KB0680536

ConfigurationThe relations for Several characters get

Managementthe CI are cropped from the front
Database prevented from of the sys_id of the
(CMDB) being edited relationship type, which
prevents relations for the
PRB1273072 CI being edited. This can
happen when "Save and
Exit" ends up being
clicked multiple times
due to the slowness of
the form to close.
Core Broken pipe
Platform error which
leaves
PRB1099724sys_attachment.do
stuck, causing
performance
issues
Core Scoped
Platform applications
display the error
PRB1196849 messages
"function
beginningOfToday
is not allowed in
scope" and
"endOfToday is
not allowed in
scope"
Core Inserting a
Platform sys_dictionary
record for an
PRB1204535extensible table
on a multi-node
instance causes
the label to not
show up on any
node other than
the node it was
created on
Core When trying to Exporting dashboards or
Platform export scorecards as PDF fails
dashboards, when users have an
PRB1253861 scorecards, and Encryption Context
reports to PDF assigned role. The export

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
or other finishes almost
formats, an immediately. When the
error user clicks Download,
appears:"Requested
they are taken to "/
attachment sys_attachment.do?
does not exist" sys_id=null". The
following error is
displayed: "Requested
attachment does not
exist'."

This issue also occurs

with reports and other
exports, such as JPG.
Core 'Highlight In history records, the Refer to the listed Known Error KB article
Platform changes to field' functionality for for details.
drop-down in highlighting changes to
PRB1254550Calendar fields is broken. While
History Detail using 'Highlight changes
KB0682682 shows Jelly to fields', the drop-down
expressions displays Jelly variables
instead of field instead of field names.
names
Core Glide Record Glide Record queries Refer to the listed Known Error KB article
Platform queries with with addQuery with an for details.
addQuery with undefined "parameter"
PRB599919 undefined causes the query to bring
"parameter" back the entire record
KB0678885 causes the count, instead of
query to bring bringing back 0 results.
back the entire
record count
Core Reference
Platform qualifier search Important: This 1. Log in as an administrator.
and sort problem 2. Install any language plugin, for
PRB687400 produce example, I18N: French - Canada
different results applies to Translations.
KB0610476 in non-English platform 3. Modify the new_call.request_item
languages reference Reference Qual condition with the
following conditions:
fields only. • Active is True
PRB687400 • Class is Catalog Item
will not 4. Open a new_call Record.
5. Change the Call type to Request.
address any6. In the Request Item field, type *a.
issues that The first available item is Active
may or may Clones, which matches the criteria as it
is a Catalog Item class.
not exist
with 7. Switch the language to French-
catalog Canadian.
variables of8. Open a new_call Record.
9. Change the Call type Type d'appel to
type Request Demande.
Reference.10. In the Request Item field, type *a.

In Jakarta and Kingston: The first available item is Absence

Reference field autorisée, Leave of absence, which should
autocompleter text is not

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
taken into account. The not appear because its class is Record
reference qualifiers are Producer.
not applied when the
session language is other
than English and the
display value is
translated.

Core Records with Records can be created Refer to the listed Known Error KB article
Platform the 'null' sys_id or imported with a null for details.
can be created sys_id. Modifying these
PRB696038 and imported null records can modify
other task records with
KB0597379 empty parent fields.

Core Unable to Users cannot update

Platform update choice records in the
sys_choice global scope or in the
PRB921034 record in global Application Portfolio
scope or in the Management application.
Application The following error
Portfolio appears: "Invalid 'Choice'
Management record even though the
application selected outside Table
'Business Application' is
allowed. Invalid update"
Currency Currency and Currency and price fields
price fields marked as read-only at
PRB1238030marked as read the field definition level
only at the field are saved incorrectly in
definition level the session currency.
sys_dictionary Also, values may be
are saved multiplied if the user
incorrectly locale uses a different
decimal separator (e.g.,
the amount can be
multiplied by 100 or
1000).
Data Demo data is Certification schedules Refer to the listed Known Error KB article
Certification causing are unnecessarily rerun, for details.
certification which causes more
PRB1171743 schedules to instances and tasks.
rerun
KB0639495

Discovery Horizontal The 'Horizontal Discovery

Discovery Sensor' sensor can run
PRB1168742 Sensor is slow for a long time and use
and runs an excessive amount of
instance memory (and potentially
OutOfMemory cause an OutOfMemory
due to excessive condition). This issue
duplicate occurs when the ECC
cmdb_ci_ip_address
Queue payload contains
values returned an excessive number of
duplicate
cmdb_ci_ip_address
values that are

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
discovered in the "Get
VIP's 1" step.
Discovery Long-running During discovery of a Refer to the listed Known Error KB article
'Unix - ADM' server with special for details.
PRB1190701 sensor job applications running, the
overloads the ADM input payload stays
KB0639505 sensor and in the 'ready' or
remains in a 'processing' status
state of 'ready' indefinitely, as the sensor
or 'processing' runs in an infinite loop.
indefinitely Symptom: The related
ECC input with a name
that contains
'Application Dependency
Mapping' eventually has
a State of 'Error'. The
error string displayed is
"Sensor error:
Transaction cancelled:
maximum execution time
exceeded".
Discovery Performance Processing multiple Refer to the listed Known Error KB article
issues occur 'discovery.phase.complete' for details.
PRB1204788when multiple events results in the
'discovery.phase.complete'
consumption of the same
KB0662281 events are sys_mutex key, which
processed causes performance
issues.
Discovery Unable to System commands
upgrade the upgradenow and
PRB1206051 MID Server autoupgrade are not
working as expected.
Discovery Horizontal The system property
Discovery mid.discovery.max_payload_size1. Set the property
PRB1239923 Pattern error - in Discovery limits the mid.discovery.max_payload_size = -1
java.lang.IllegalArgumentException:
payload size. When it is 2. Run Discovery.
KB0687487 Cannot set to -1, there is no size
deserialize restriction, causing a Observe the error message: Sensor error
object division by zero in certain when processing Horizontal Pattern:
undefined circumstances. java.lang.IllegalArgumentException: Cannot
deserialize objectundefined.

Discovery Duplicate ESX

Server records 1. Discover vCenter.
PRB1241320 are created A relationship is created between the
when an ESX ESX Server and vCenter.
KB0662454 Server is
migrated to 2. Migrate the ESX Server to a different
another vCenter vCenter (new).
3. Discover the vCenter that contains the
migrated ESX server.

Expected behavior: The ESX Server record

created in step 1 shows a relationship to the
new vCenter.

Actual behavior: An ESX server record is

created that has a relationship to the new

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
vCenter. However, the record with the
relationship to the original vCenter still
exists.

Discovery The classify The classify sensor

sensor incorrectly assumes that 1. Enable SNMP Pass-Thru in iLO.
PRB1254852 incorrectly the presence of an 2. Discover a HP® server that is running
identifies the hrDeviceEntry with an Windows via the IP address of the iLO
KB0682478 device as a hrDeviceType value card. Discovery will classify it as a
network printer ending in ".5" means the printer (cmdb_ci_printer).
whole device is a
network printer, when it
can be a server with
printer drivers installed.
This is particularly
problematic when an HP®
iLO card is exposing the
Windows® OS details
through SNMP.
Discovery MID Server When SNMP probes run Refer to the listed Known Error KB article
DefaultUdpTransportMapping
with the use_getbulk or for details.
PRB1261595 thread not use_getscalar probe
reused with parameter set to true,
KB0687692 use_getbulk the
use_getscalar DefaultUdpTransportMapping
options thread will not be reused
by subsequent SNMP
probes with the same
parameter(s). This will
result in instances of this
thread accumulating over
time, which will
eventually cause the MID
Server to be unable to
create threads, requiring
the MID Server to be
restarted.

The OOB probes with

one of the parameters
enabled are:

• SNMP - Switch -
BridgePortTable
• SNMP - Switch -
ForwardingTable
• SNMP - Switch -
SpanningTreeTable

Probes without either

parameter (or with the
parameters, but set to
false) do not have this
issue. Patterns are also
unaffected.

Discovery Failed SNCSSH There is a limit on the Refer to the listed Known Error KB article
executions leak number of simultaneous for details.
SSH channels channels that can be

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB697567 which may opened to any particular
result in hung IP (the default limit is 7).
KB0598937 SSHCommand After that limit is
probes reached, any subsequent
commands must wait for
a channel to become
available. Currently, when
there is an error in
executing a command,
the channel is not closed
and it leaks away instead.
When this happens
enough times for a single
IP, all subsequent
commands hang. This
should result in the
command timing out, but
it does not.
Email The node gets The events processor
restarted due to runs the node out of
PRB1158590 an improper memory when
event processing email
notifications for records
which contain un-closed
"<" tags.
Email Email
notification 1. Upgrade to a release from Jakarta on
PRB1162252 categories two similar systems (for example,
created on cloned instances).
KB0640042 instances do not 2. Export one notification from one of the
share the same upgrade systems and import it to the
sys_id other system.
3. Open the notification on the new
system.

The Email Category is not displayed.

Email SMS
notifications are 1. Create a new notification of type SMS.
PRB1244022sent as HTML 2. Trigger the SMS notification.
content 3. Navigate to the sys_email record
KB0676301 messages after generated by the notification.
upgrading to
Jakarta The received email content-type header is:
"Content-Type: text/html; charset=UTF-8".

On the instance, the outbound email will

have Content Type: multipart/mixed

Email Group Email is

not included as 1. Ensure you have an email notification
PRB995233 a notification for the assignment group.
recipient if the 2. Set a group's group email field, for
KB0623193 email address is example CAB Approval, to the same as
the same as a that of a user. For example,
user email [email protected].
address and the 3. Set the user, for example, abel.tuter,
user is excluded notification disabled or inactive.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
4. Set an incident to have that group as
an assignment group, for example,
CAB Approval.
5. Navigate to the notification and
perform as Preview based on the
incident created.

As a result, in the preview notification, you

see the user's name/email. If the user is
inactive, red is struck through the user
name.

Express Admins are

unable to
PRB1196482 configure
available fields
in activity
formatter
Express Administrators Users or administrators Refer to the listed Known Error KB article
are unable to with the full read/write for details.
PRB1235389 upload video access to KB articles try
files of the to upload a new mp4
KB0647480 supported video, the 'Insert/Modify
format Video' tooltip shows the
load bar endlessly, and
fails to upload. Even if
the video is attached to
the article, the upload
tooltip does not show
any file available even
selecting from
attachments, failing to
initiate the insert
operation into the
db_video target table.
Express In the Express
SSO console,
PRB1239496the user is
unable to toggle
'Primary'
(glide.authenticate.sso.redirect.idp)
as an admin
user
Express In Express On Express versions only, Refer to the listed Known Error KB article
versions only, all if an application was ever for details.
PRB1245059customizations uninstalled, all
are overwritten customizations will be
KB0675052 when upgrading overwritten/removed
to a Jakarta or when upgrading to a
newer version Jakarta or higher version.
This condition is created
after an application is
uninstalled and data loss
is only encountered on
upgrade.
Field The iframe error
Normalization
occurs when 1. Log in to an OOB instance.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1236316 running the 2. Navigate to Normalization Data
"Update Services > Guided Setup > Run Update
Reference Reference Qualifiers.
Qualifiers" step
of the guided The iframe throws an error that page
setup in cannot be loaded.
Normalization
Data Services
Field The If a user installs the
Service Appointment Appointment Booking 1. Start with an instance that does not
ManagementBooking plugin plugin before the Service have either the Service Management
provides the Management Core Core or the Appointment Booking
PRB1282047incorrect plugin, the 'sm_order' plugin installed.
schema for and 'sm_task' tables are 2. Install the Appointment Booking
sm_order and created with the plugin.
sm_task tables incorrect schema. 3. Install the Service Management Core
plugin.
Other plugins, such as 4. Install the Facilities Service
the Facilities Service Management plugin.
Management plugin,
cannot extend the table Tables created with the Facilities Service
from 'task' in a "Global" Management plugin are created without
scope, and the table is fields provided by 'task'. You can also see
still in the Appointment that 'sm_order' and 'sm_task' do not
Booking application extend 'task', and are in the "Appointment
scope. Booking Application" scope.

Filters During the TPP During the TPP Refer to the listed Known Error KB article
migration, if a migration, a MySQL row for details.
PRB1197866 row size size limitation error can
limitation error occur when there is a
KB0639240 occurs, the large number of medium
CMDB table text fields on the CMDB
may experience and its child tables. The
data loss migration can fail and
cause data loss.

If this has occurred, the

state of the migration will
be in "Complete (with
errors)". Check the
sys_tpp_migration
record for "Base
Configuration Item
[cmdb]" to see the state
of the TPP migration.

Flow The flow is When running the flow Refer to the listed Known Error KB article
Designer unresponsive contains the REST action for details.
with the which retrieves a large
PRB1250616 "Unable to size of data, the flow
deserialize unresponsive with the
KB0688902 process plan "unable to deserialize
from JSON" process plan from JSON"
exception exception.
Flow The URL
Designer encoding 1. Create an action and use the REST
problem occurs Message step.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1260197 when the 2. Use a resource path which has a space.
resource path 3. The flow execution fails with an error
has a space message and this happens before the
request is dispatched.

The above problem also happens for other

characters like '+' as part of a resource
path.
Forms and Reference Ensure List V3 is active, and tree_picker is
Fields qualifier on all set to false.
fields is ignored
PRB1091270 when List V3 is 1. Open a new incident.
enabled 2. Assign the incident to a group with a
limited member list.

Members of all groups will display in

magnifier tree list, but members that are
not in the assigned_to field will not validate
if they are typed into the field. This
functionality works correctly for the text
field, but not for the drop-down list.

Forms and 'Printer-friendly

Fields version' is not 1. Navigate to an open Incident record
working when that does not have an attachment.
PRB1114743 you have an 2. Click the gear icon in the upper right
attachment in and select the Printer Friendly feature
KB0636099 the record in the system settings.
It should display ok.

3. Attach a file to the Incident record and

repeat step 2.

The code shown in customer visible

description is displayed at the bottom of
the page.

Forms and Glide list fields After upgrading to Refer to the listed Known Error KB article
Fields set to read-only Jakarta, if a user sets a for details.
via client script Glide list type field to
PRB1181032 or UI policy do read-only with a UI
not update the policy, client script,
KB0647552 value when the cictionary or ACL, if the
form is saved value for this field is
updated with scripts, it
does not get saved when
the form is submitted.
Forms and Slowness after List loading for "Cases
Fields an upgrade to Opened" or "All Cases"
Jakarta takes up to 10-15
PRB1204839 seconds. This issue
relates to the list
containing a category
field, which is set to a
choice type field.
Forms and Unable to
Fields upgrade
TinyMCE editor

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1238856to fix issues that
are available in
the latest
version
Forms and When the
Fields calendar icon 1. Go to incident_list.do.
(date picker) is 2. Open any incident record.
PRB1240727 clicked to select 3. Right-click in the form header and
a date, the form choose Configure > Form Layout.
KB0661834 scrolls down to 4. Under Create New Field, add a date/
the bottom of time field, for example, Start Date.
the page 5. Move some fields from Available to
Selected so that the main form section
has several fields, and click Save.
6. If tabbed forms are not enabled, click
the gear icon in the upper right, click
Forms, and enable it.
7. Select a Start Date by clicking the
Calendar icon.

The page scrolls down.

Forms and The

Fields ElementTree 1. Create a workflow on the task.
control does not 2. Add the 'Approval - User' activity.
PRB1247068show glide_list 3. Click the lock icon next to the Users
elements as field.
being selectable 4. Click Select Fields to add fields to the
list.

'Additional assignee list' is not available.

Forms and When using UI15 There should be a space

Fields in Kingston, task between the table label 1. Log in to a demo Kingston instance.
record headers (user) and the user's 2. Switch to UI15.
PRB1247562 have a space name on the form 3. Go to any form, such as a user
missing header. However, in record: /nav_to.do?uri=sys_user.do?
KB0681760 between the Kingston, if users switch sys_id=<sys_id of the user record>
table label and to UI15, there is no space
the record label between table label There is no space between the Table
(User) and user's name label(User) and the user's name on the
on the header. header

This happens in all forms. For example, the

form header title for incident "Incident
INCXXXXXX" is displayed as
"IncidentINCXXXXXX".

Forms and A JavaScript Intermittent JavaScript

Fields error occurs errors "TypeError:
when users uncaught exception "
PRB1254192 navigate away occur when users
from the form navigate away from any
form. This causes ATF
tests to fail randomly.
Forms and Clickthrough
Fields popup (eye
icon) is

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1273396inconsistent
with standard
reference icon
behavior
Forms and Scripted UI
Fields policies no 1. Create a scripted UI policy for any
longer work on table. Ensure it runs on mobile or
PRB1279803Service Portal or Service Portal.
mobile in 2. Open the form for that table in Service
London if Portal.
'Isolate Script' is
true or for There are JavaScript errors, and the script
scoped apps was not properly escaped.

Forms and Dot-walked

Fields fields do not 1. Personalize/Configure the incident
work on record form layout
PRB626737 templates 2. Add the Caller > Country code field to
the form
KB0657398 3. Navigate to System Definition >
Templates and create a template on
incident.
4. Click the filter drop-down and click
Show Related fields.
5. Select the Caller > Country code field.
Set a value.
6. Apply the template to the incident
form.

The country code value does not get

applied, but other values apply fine.

Forms and The real-time When a same record is Refer to the listed Known Error KB article
Fields updated check open for two separate for details.
box field value users, and one user
PRB924635 does not save updates a check box
properly field, the other user sees
KB0622130 that as a real-time
update. However, when
the other user changes
the same value and tries
to save it, the value does
not save as expected.
Guided Guided Tour Guided Tour Designer
Tours Plugin - Callouts callouts do not display
are in letters images.
PRB935838 instead of
graphics
Import / If multiple Refer to the listed Known Error KB article
Export imports happen for details.
on the same
PRB1244501 table (for
example, sync
KB0657641 Web service
imports),
transformation
maps using fast

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
lock could
cause deadlock
Import / When a report Exporting list view and
Export is exported into reports in the CSV
CSV, an format does not export
PRB1246928incomplete all expected records. The
number of same data can be
records is exported in Excel and
downloaded XML.
Import / XML imports XML imports from data
Export ignore nodes if source attachments
they are not ignore nodes if they are
PRB714243 present in the not present in first 10
first 10 records records being processed.
being processed The XML being
processed contains
optional fields that may
not exist in the first 10
records of data. Data
being explicitly ignored
can lead to data
consistency concerns.

For details on the fix to

this PRB, refer to File
type data sources.

Knowledge Searching for a In the global search,

ManagementKB article searching for a KB article
returns an with versioning enabled
PRB1200463outdated returns an outdated
version version, instead of the
published one.
Workflow Join activities Join activities in
are resulting in workflows are not 1. Navigate to Service Catalog > Catalog
PRB1270381 an error working as expected. An Definitions > Maintain Items.
error 2. Create a catalog item.
KB0685194 3. Next to the Workflow field, click the
'java.lang.NullPointerException'
occurs when the join lookup icon.
activity is reached. 4. Next to Workflow at the top, click New
to create a workflow with a Join
activity.
5. Click Try it and then Order Now to
order the item.
6. Navigate to the requested item you
created.
7. In the Catalog Tasks related list,
change the state of tasks to
'Complete'.
8. Refresh the related list and click Show
Workflow.

An error occurs when the workflow reaches

the Join activity.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Knowledge Users cannot Customers were unable
Managementdownload to download the 1. Enable the Knowledge Management
attachments attachments from Advanced plugin and follow
PRB1245302from published published KB articles, instructions in Activate the Knowledge
KB such as KB0542328 and Management Advanced Plugin.
KB0684002 KB0540707. 2. Create a knowledge article, and insert
an image to the article.
3. Publish the article to create v1.0.
4. Check out the article and publish it to
create v2.0.
5. Log in as a user without
knowledge_admin role but has access
to the article.

Users should be able to see the image but

it is missing in the article.

Knowledge The Add button The Add button on the

Managementis not shown for category picker is not 1. Impersonate a user who is the
Knowledge visible to the manager of a knowledge base.
PRB1248928Manager knowledge_manager of 2. Navigate to Knowledge > Articles >
the knowledge base. It Create New.
KB0683999 does appear for users 3. In the Knowledge Base field, select a
with the admin and knowledge base that the user is a
knowledge_admin roles manager of to set the Category field to
so that they can create a readable.
category. 4. Click the Lookup using the picker icon
next to the Category field.

The Category Picker is displayed. The

manager is unable to create a category in
the Category Picker window.

Lists The tags field

does not render 1. Open problem.list or incident.list from
PRB1238913 in list v2 when the application filter navigator.
paginating or 2. Add the Tags field in the list view via
ordering by a Personalize List Columns.
column The Tags field shows the contents.

3. Click any other column like Created or

Number to sort the list.

The Tags field does not show any contents

in the list view.

Lists The system Setting

property glide.ui.list_edit.show_calendar_only
PRB1241416 glide.ui.list_edit.show_calendar_only
to true or false should
is ignored in alter the Date Picker
Jakarta format accordingly.
However, this is not
working in Jakarta.
Lists Users can still
use 'Go To' 1. Go to /incident_list.do to access the
PRB699028 search for tags incident table.
in a list, 2. Click the gear icon and add the Tags
resulting in an column.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0639090 error: Unknown 3. Click the column header search icon
column (magnifying glass).
'task0.sys_tags' The header search does not work.
in 'where clause'
4. Select tags from the Search or Go To
field in the list column header, fill in the
search term, and search.

Errors occur when searching.

Lists The user The user preference to
preference to set the default search
PRB724481 set the default category in a list is not
go to search honored in List v3. In List
field in a list is v2, setting the 'db.order'
not honored in user preference would
List v3 not only affect which
column the list was
default sorted on, but
also what the default
search category on that
list would be. e.g.
incident.db.order value:
name system:true user:
[blank] This would set
the default search
category on the incident
list to Name. In List v3
this only affects the sort
column.
List v2 Clicking All in a After typing a few
breadcrumb characters into a 1. Go to a reference field on a form. For
PRB925311 from a reference reference field and using example, navigate to Incident > Open
field has no the magnifying glass to and select an incident.
KB0634380 effect run a query, it is not 2. In any reference field, for example, the
possible to modify the Caller field, type a couple of
breadcrumbs in the characters.
resulting list more widely. 3. Click the reference lookup (the
magnifying glass) icon.
A list of users whose name starts with
"a" is displayed.

4. Try to expand the breadcrumbs to find

a wider audience.
The filter does not change.

You are limited to the initial query that was

run for the list.

Password The Security The Security Questions

Reset Questions Enrollment questions
Application Enrollment block section does not
questions block appear on the enrollment
PRB1184610 section does page for non-English
not show up languages. Also, when
the UI is changed to a
language other than
English, the verification
methods 'Enter email'

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
and 'Confirm email' give
an error.
PerformanceEmail When a PA Dashboard is
Analytics notifications for shared, users on the 1. Navigate to Performance Analytics >
sharing the shared list get an email Dashboards.
PRB1185068 Performance notification that the 2. Select any dashboard.
Analytics "dashboard has been 3. Click Sharing icon.
KB0656901 dashboard shared with you." The 4. Click Users.
cannot be notification hardcoded 5. Type a user name.
turned off or and is not customizable 6. Click Invite.
customized in any way - users cannot 7. Go to System Logs > Emails and look
edit the content or for the email with subject dashboard
format editing, nor can has been shared with you.
they disable or opt out of
the notifications. Email notification is not defined anywhere
in the system so the user can neither turn it
off not customize it.
PerformanceThe When users try to create
Analytics com.snc.pa.premiumindicators, an error
plugin should 'Creating new indicators
PRB1239514 have the or breakdowns is not
'published' state available in this trial
version of Performance
Analytics. You will be
able to create indicators
and configure more
breakdowns once you
upgrade to the premium
version of this feature'
occurs. The
com.snc.pa.premium
plugin needs to be
activated first.
PerformanceThe Incident The "out of the box"
Analytics Management Incident Management 1. Navigate to System Definition >
dashboard is dashboard, which is Plugins.
PRB1239918 missing as part supposed to come with 2. Make sure the Performance Analytics
of the the trial version of (com.snc.pa) plugin is active.
KB0657606 Performance Performance Analytics 3. Navigate to Performance Analytics >
Analytics trial for Incident Management Dashboards.
plugin is absent. 4. Search for the Incident Management
dashboard.

It does not appear.

PerformanceScrollbars on
Analytics the records and 1. Add the
Breakdowns glide.cms.enable.responsive_grid_layout
PRB1246261 tabs of system property, and set the value to
scorecards are false.
KB0687720 not displayed 2. Run the [PA Incident] Historic Data
when the Collection job.
property 3. Open the Incident Management PA
glide.cms.enable.responsive_grid_layout dashboard.
is set to 'false' 4. On the Incident Overview tab, to open
a detailed scorecard, click the chart of
the Open Incidents widget.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
5. Click a point with a high enough
number (20+) of incidents in order to
eventually bring up a record list that
will require scrolling.
6. Click the Records tab.

No horizontal/vertical scrollbars are

displayed for the record list. There is a
separate vertical scrollbar, but it is for the
container of the scorecard, and it will not
allow you to scroll down the list entirely.

PerformanceMultiple Tabs that encounter the

Analytics dashboard tabs swap are missing the 1. Make sure there are couple of records
show the same mandatory Page field in sys_grid_canvas.list that do not have
PRB1249401 incorrect which references a an associated portal page in the
content sys_portal_page record. instance.
KB0680652 To prevent this issue, 2. Install the WebKit HTML to PDF plugin.
when moving a 3. Create a dashboard and add several
dashboard using update widgets to it.
sets, it is important to 4. From the Dashboard Menu, select
follow all the Export to PDF.
documented steps and 5. Select the Print all tabs option and
to move all the portal export.
pages which are 6. After export is complete, reload the
associated with its tabs page.
separately, since
sys_portal_page table Expected behavior: Tab content should not
changes are not tracked change.
by default. After moving
your dashboard, you Actual behavior: Tab content is swapped
should check that each with the content of another canvas page
tab has an associated that does not have an associated portal
Page that contains its page.
widgets.
Persistence SQL exceptions If a storage column/alias After an instance upgrade, notice the
can occur for a exists in multiple presence of SQL exception messages.
PRB1234751 storage column/ partitions, but some
alias that exists partitions are erroneously
KB0676207 in multiple classified as
partitions synchronized in a TPP,
SQL exceptions can
occur.
Persistence Filtering on tags
in the list view 1. On the filter navigator, navigate to
PRB1235193 for CMDB Business Services.
generates an 2. In the list view, create a filter with
error message 'Tags'.
in Jakarta 3. For the 'Tags' filter, make it 'Tags has
Contacts'.

When you run the filter, an error occurs.

Persistence OrderByLimitOptimization
is ignoring index
PRB1238846from ORDER BY
field when
WHERE clause

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
is clearly not
selective
Persistence Changing the
class for CIs 1. Take a count of the total number of CIs
PRB1242353 from UI leads to you in the two classes.
the transaction 2. Navigate to the list of the CIs you want
cancellation and to change their class.
the deletion of 3. Right click the column heading Class.
few records 4. Select Update All.
5. Click Ok to confirm that you want to
reclassify the CIs.
6. Input the new class.
7. Click Update to save the change.
8. Take a count of the total number of CIs
in the two classes again and compare
it to the first count.

One or more CIs are missing.

Persistence Configure label Base sys_documentation

action for an records are not
PRB1244056inherited field duplicated for
on CMDB descending tables on
hierarchy via CMDB hierarchy (TPP),
right click label resulting in a 'record not
(from a form for found' message when
a child table) attempting to configure
and click label from a child table
Configure Label form.
results in a
"record not
found" message
Persistence After When a field is deleted in Refer to the listed Known Error KB article
committing an the CMDB hierarchy for details.
PRB1244420update set that through the update set,
deletes a data loss occurs for the
KB0682447 (custom) field table with a column
from a table in mapped to the same
the CMDB storage alias as is used
hierarchy, other by the column that is
tables show deleted.
errors
Persistence An update set If an update set drops
that drops and and recreates a table
PRB1245189 recreates a inheriting from CMDB,
CMDB table and the update set is
deletes manually altered in a
cmdb.name and certain way, columns that
other cloned are in use on CMDB may
elements be dropped, leading to
data loss and outage.
Persistence The The sys_storage_alias
sys_storage_alias record is not deleted
PRB1245494record is not when dropping a column
deleted when through the update set,
dropping a resulting in an orphan

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
column through record in
the update set sys_storage_alias.
Persistence Intra-CMDB When attempting to
(TPP) reparent a CMDB table
PRB1245803reparenting fails within the CMDB
with data loss hierarchy (for example,
when siblings changing the parent from
share a storage 'cmdb' to 'cmdb_ci'), the
alias with the operation can fail and
new parent cause data loss. Data loss
can occur if the table
being reparented has
multiple child tables
(siblings) that all use the
same "glommed" storage
column alias as one used
by the new parent.

The symptom is that

entire columns from the
tables that are being
moved are nulled out,
and the detailed log
messages indicate that
the same storage alias is
being assigned to
multiple logical columns.

Persistence Editing a label If users have multiple

for the CMDB languages for their 1. Install the I18N: Internationalization
PRB1248973 table with TPP instance and edit a label plugin and at least one language.
overwrites the (sys_documentation 2. Navigate to System Localization >
KB0684419 other languages record) on the CMDB Field Labels.
for that field table, it will overwrite all 3. Set the filter [table] [starts with]
label of the other languages [cmdb] AND [element] [is]
on the child tables with [assignment_group].
that language. You can use any field that is on the
base CMDB table and has translations
for itself and at least one child table. If
they are not on the child table, you
might need to view a record in that
child table in another language.

4. Edit the Label field on the CMDB table

for the English language.
5. Refresh the list.

All child tables are updated, but the other

language records also get updated and
changed to English, making it look like
duplicate records are created.

Persistence Data loss can When an update set is Refer to the listed Known Error KB article
occur when committed that creates a for details.
PRB1251698 committing an unique index on a
update set that column that uses a
KB0678055 creates a unique shared storage alias,
index on a records for other tables
shared storage using the same storage

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
alias containing alias and containing
non-unique duplicate values for it are
values lost.
Persistence TPP migration The upgrade migrates
on the upgrade CMDB to TPP and
PRB1252503 can leave null creates partition tables
sys_class_path such as cmdb$par1. The
values in sys_class_path column in
partition tables these tables can be left
null, causing problems in
various CMDB list views.
Persistence Exports and Left-join coercion is an Refer to the listed Known Error KB article
reports on optimization applied to for details.
PRB1253535 database views queries run against the
with 'left joins' back-end database that
KB0683833 fail to retrieve is used to convert certain
data left joins to less
expensive inner joins.
When the
LEFTJOINCOERCION
optimized query is active
on the instance, it is
possible that scheduled
exports are no longer
generating data. No
errors are generated.
Persistence Reference In a Kingston instance:
variable does
PRB1256511 not show the 1. Create a catalog item which has a
display value in reference type variable.
KB0685682 catalog items 2. Point the reference of this variable to
for cmdb_ci or any cmdb_ci table or any child table
its child table (for example, cmdb_ci_server).
3. Set the display value for the cmdb_ci
table to Short Description.
It automatically sets the display value
for the short description on
cmdb_ci_server.

4. Go the catalog item created in step 2.

5. Click Try It.
6. Fill the value for the reference variable.

The short description should be shown, but

the name is shown instead.

Persistence Unintentional in- In an Oracle instance, an Refer to the listed Known Error KB article
app clone may in-app clone can launch for details.
PRB1277025 corrupt unintentionally if an
sys_storage_alias instance fails to contact
KB0689057 and the server to schedule a
sys_storage_table_alias
backup-based clone. The
data in an backup-based clone can
Oracle instance be manually fixed, but
data can be lost if an
unexpected in-app clone
is launched after that.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Persistence When grouping When users create a
by report report that has 1. Add more than one tags to several
PRB997687 results, the total conditions containing incidents.
records shown more than one tag using 2. Create a report of any type (except
for each group an OR condition, and Heatmap) that uses group by and
do not match group by anything (i.e. count aggregation.
the total State, Task Type), the Make sure you have tags in the filter
number of total number of records condition and an OR condition in the
records is different than the sum report.
returned overall of the records obtained
by the aggregation 3. Run the report and group by anything.
(group by). 4. Click the specific group (or the
graphical representation of the group
in a chart) to open the individual list.

The number in the list is less than the total

reported for the sub-group in the main
report.

Platform Instances Due to issues which deny

Security encounter a access to ACL checks on
white screen, GlideServletUITransaction,
PRB1241247 with log all users may be blocked
'Security from accessing the
restrictions on system.
GlideServletUITransaction'
Project Scripted ACL
Managementdoes not work
as designed in
PRB1111218 Planning
Console, and
always returns
false
Project Using the Using 'Add task below' in
Managementplanning the planning console in a 1. Enable the PPM with Financials plugin.
console to add project that already has 2. Create a project.
PRB1202324a task in a closed compete tasks 3. Create three child tasks named 1, 2,
project causes can incorrectly cause and 3. Set them to Start ASAP with no
already closed those closed tasks to relations.
tasks to become become active=true. 4. Start the project.
active=true All tasks are moved to work in
again progress.

5. Set task 3 to Closed complete.

Active is set to false.

6. Open the planning console.

7. Select task 2 and click Add Task Below.
8. Leave the task name as New Task, and
click outside the task to save.
9. Go back to task 3.

Task 3 is set to active=true.

Project The description In the Project module,

Managementchanges to the when a user closes a 1. Create a project with the Description
string 'null' project record while in field populated.
the planning console, the

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1244574when closing a description changes to 2. Access this project in the planning
project record 'null'. console.
3. Close the project.
4. View the description.

The description's text is 'null'.

Project Potential data On an instance To confirm whether an instance is at risk for
Portfolio loss when the configured with a recent this issue, open the following list view,
Managementcom.snc.project_management
family release and the which has been filtered to show the
plugin is active Project Management v1 installed Project Management plugins. If the
PRB1237886 but the plugin, unexpected v1 plugin is installed but neither the v2 nor
com.snc.project_management_v2
results occur on attempts v3 plugins are installed, then the instance is
KB0656082 plugin is not to activate either the at risk. Reach out to ServiceNow Customer
activated Project Management v2 Support before attempting to activate a
or Project Management Project Management plugin.
v3 plugins. When
installing the v2 plugin, Filtered list view: https://
although the install <instance_name>.service-now.com/
indicates as successful, v_plugin_list.do?
certain components and sysparm_query=idSTARTSWITHcom.snc.project_management
key fields from the tables
are not installed. This is Plugins:
due to changes in the
behavior of the product • Version 1 plugin:
since the Project com.snc.project_management
Management v1 plugin is • Version 2 plugin:
created. com.snc.project_management_v2
• Version 3 plugin:
com.snc.project_management_v

Record Severe error Certain search criterion

Watcher when watched that use sys_tags such as 1. Activate the record watcher amb
record changes sys_tags.= causes an demo plugin.
PRB1242184 if the sys_tag exception. 2. Navigate to rw_amb_demo.do.
condition is in 3. Add either sys_tag.= or
KB0678795 the query sys_tag.=<sys_id> (replacing the
sys_id with a sys_id) and change the
table to incident.
4. Change an incident.
5. There is no update on the
rw_amb_demo.do page.

There is a stack trace that looks something

like: java.lang.NullPointerException.

Reporting The "Highlight In the calendar report,

based on" drop- the Highlight field drop- 1. Navigate to Reports > Create New.
PRB1238177 down option is down does not work in 2. Create a report of Type Calendar.
not visible in the the classic UI in Chrome, 3. Select the incident table.
KB0657599 classic UI of and the width of the 4. For Event to Display, select Created.
reports drop-down is wrong. 5. Scroll to the bottom of the report and
click Highlight based on.

The highlight based on drop-down option

is not visible.

Reporting Using a different

date format
other than the

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1244424system date
format is
resulting in
issues while
generating
reports for the
Resource
Allocation table
Reporting After an In Jakarta, the new field Refer to the listed Known Error KB article
upgrade from created_by_user has for details.
PRB1251037 Istanbul, users been added to the
are not able to sys_report table. This is a
KB0687727 list their reports reference field to the
created prior to sys_user record of the
a change to user who creates a
their report. The
sys_user.user_namesys_report.sys_created_by
field essentially captured
the user_name of the
user at the time they
created a report. If their
user_name is
subsequently changed, it
will no longer match the
value in the
sys_report.sys_created_by
field. Any report a user
created after an upgrade
is visible, but reports
created prior to their
name change are not
shown.
Reporting 'Group by' does When users create a new Refer to the listed Known Error KB article
not persist report, or open an for details.
PRB1251482 when a report is existing one, the 'group
exported to by' filter does not apply if
KB0683360 PDF they export to PDF or
schedule the report.
Reporting Exporting PDF Exporting PDF from a Refer to the listed Known Error KB article
from a report report where for details.
PRB1262711 gives an error 'Aggregation by' is 'Sum'
or 'Average' produces no
KB0685333 report and gives an error
'(HTTP Code: 500)
Conversion Failed: Did
not receive a success in
the HTTP response'. The
issue occurs on both the
new UI and classic UI.
Reporting Reports do not Refer to the listed Known Error KB article
render properly for details.
PRB599758 for users with a
user ID that is
KB0621004 longer than 40
characters

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Reporting Empty values Reports with Question
are displayed in variable columns display 1. Create a variable for an existing
PRB712052 column cells for empty value in column catalog item, by navigating to Catalog
reports cells. The hidden cell Definition > Record Producer > Submit
KB0657023 containing value is displayed when an Idea.
Question the user clicks the cell (if 2. Click the catalog item and Try It.
variable the value is not really Populate the catalog item with data
columns blank). The value is and click Submit.
displayed, but the user 3. Navigate to Reports > Create New.
sees an error that 4. Create a report with the following
security constraints criteria and Save the report:
prevent from writing to • Table: Idea [Idea]
the field. However, the • Type: List
values are not displayed • In the slushbucket, expand
on the column header Question[+], navigate to the
while reporting. Instead, Catalog Item Submit and Idea and
the report shows up null add it to the available slushbucket
values for these • Add some variables
variables. • Save the report

Data for the variable columns is not visible,

and when clicked the cell shows the error.
Security prevents writing to this field.

Reporting Users are Users cannot group

unable to create multilevel pivot reports 1. Create a new multilevel pivot report.
PRB717670 multilevel pivot on tags. • Set Table to Task [task].
reports on the • In the Available column, move
KB0610447 Tag field Tags and Assigned to the Selected
column.
2. Click Run.

Note the error message: Syntax Error or

Access Rule Violation detected by
database (Unknown column
'task0.sys_tags' in 'field list').

Reporting Dashboards While using responsive

shared with a dashboard and sharing it 1. Enable responsive dashboard by
PRB947977 group with the with a group, when the setting the system property
name group contains a '&', it glide.cms.enable.responsive_grid_layout
KB0656900 containing an throws an error "The to true.
ampersand (&) entity name must 2. Open any dashboard.
throws an error immediately follow the 3. Click the Sharing icon on the top-right
and not load '&' in the entity to share the dashboard.
reference." The 4. Click Add groups, users and role.
dashboard does not load. 5. Add a group containing an & character
in the group name.
6. Refresh the page.

Expected behavior: The dashboard should

load without any messages.

Actual behavior: The dashboard does not

load and displays the message "The entity
name must immediately follow the '&' in the
entity reference."

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Resource Any application
Managementthat uses
sys_user.schedule
PRB684820 to store spans
can cause a
conflict with
Resource
Management
Scheduled Session If a session property is
Job properties changed on a scheduler
Processing persist on thread, such as through a
scheduler script in a synchronized
PRB1263160 threads business rule or a
indefinitely scheduled script
execution, this session
property is set
indefinitely on that
scheduler thread's
session until it is changed
again or the node is
restarted.

This means that every

job or operation running
through that thread
inherits its session
properties. For example,
if the sys_update_set
property is set, all future
updates generated on
that thread are recorded
in the update set
referenced by the
property. This can result
in updates appearing in
seemingly random
update sets from
scheduled jobs, async
business rules, etc.

Security On a converted On an instance which is

Access instance, converted from Express
Control deleting the to Enterprise, deleting
Lists demo data the demo data triggers
triggers the the creation of more than
PRB1264451 creation of more 6000 ACLs. As a result,
than 6000 admin users are unable
ACLs to see sys_user_role,
sys_user_preference, etc.
Service Users are seeing When the MID Server
Analytics 'org.slf4j.impl.StaticLoggerBinder'
starts up, errors appear
errors upon MID in the wrapper log.
PRB744428 Server startup

Service In Service
Catalog: Portal, pressing 1. Navigate to href="https://
Service the enter key in %3Cinstance_name%3E.service-
a variable or

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Portal field triggerS now.com/sp?
Widgets the last element id=sc_cat_item&sys_id=38c1fc840a0a0b2700285921c2bf5f
on the page 2. Set focus in any text input field and
PRB1189578 rather than press Enter.
submit
KB0682683 This opens the attachment dialog box to
select the file.
Service Instructions in a
Catalog: label variable
Service above check
Portal boxes are not
Widgets visible in Service
Portal
PRB1190937

Service Catalog client Refer to the listed Known Error KB article

Catalog: script for details.
Service (onChange) is
Portal running twice
Widgets on the 'SC
Catalog Item'
PRB1247349widget

KB0682517

Service Unable to Clicking the OrderNow

Catalog: submit the button to place the order
Service order for a throws a 404 bad
Portal catalog item request error.
Widgets whose
mandatory
PRB1248440values are
marked as non-
mandatory
using an onLoad
UI policy
Service Catalog items Refer to the listed Known Error KB article
Catalog: without short for details.
Service description are
Portal causing issues
Widgets when included
in order guides
PRB1248662

KB0676328

Service The onLoad This issue can manifest in This issue was reproducible with a catalog
Catalog: catalog client four different ways: item that uses a variable of type Multiple
Service script is Choice, check box, Single Line Text, and
Portal triggered in the • onLoad catalog client Numeric Scale but might not be limited to
Widgets request item script configured to run only these variable types.
form view in only on the catalog
PRB1258168 Service Portal item view is triggered
on the requested item
form view in Service
Portal.
• onLoad catalog client
script configured to run

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
only on the requested
item view is triggered
on the catalog item
form view in Service
Portal.
• onLoad catalog client
script configured to run
only on the catalog
item view is missing on
the catalog item form
view in Service Portal.
• onLoad catalog client
script configured to run
only on the requested
item view is missing on
the requested item
form view in Service
Portal.

Service Catalog item In the Service Portal

Catalog: fields are not widget 'SC Catalog Item,'
Service translated catalog item fields are
Portal not translated. This issue
Widgets is caused by the
incorrect language in
PRB1260573 System Localization.

Service Catalog client Catalog client scripts on Refer to the listed Known Error KB article
Catalog: scripts for order order guides do not work for details.
Service guides do not in the Service Portal.
Portal work in the There is no issue in the
Widgets Service Portal back-office native UI
when clicking Try It on
PRB1287069 the order guide.

KB0689536

Service ServiceCatalog When the cache is

Catalog cache for items flushed, every catalog
and variables item, category and every
PRB1150401 can take over 5 variable must be put
minutes to back in the cache. In the
rebuild, causing case where there is a
transaction single Service Catalog
timeouts category that contains
45,000 catalog items
with 20-30 variables per
item, the Service Catalog
cache can take over 5
minutes to rebuild, once
on each node, the first
time a user tries to
access the category.
Service UI policy that
Catalog sets display to
false for a
PRB1237806catalog label
variable throws

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
an error if it has
a parent
container when
sysparm_media=print
Service Mandatory If there is a catalog item
Catalog variables are not with a UI policy 1. Create a test catalog item in a subprod
becoming not associated with it and Kingston instance.
PRB1241469 mandatory the UI policy is used to 2. Within that test catalog item, create
when using UI make a variable not three variables: two single-line and one
KB0678157 Policies, which mandatory and not check box variable.
causes issues visible based on a 3. Create a UI policy for that catalog
when trying to condition on the catalog item.
close a RITM or view, errors display when 4. Within the UI policy, include the
task the item is ordered. At condition that states If check box is
the RITM or Task level, an true.
error is seen if any 5. Set the Applies on a Catalog item view,
changes are made to the Applies on Catalog Tasks and Applies
forms, for example, on Requested Items check boxes to
adding a work note. An true.
error message is 6. In the Catalog UI policy Actions add
displayed stating that the one action for each of the single-line
variable that was hidden text variables.
and made not mandatory 7. For one of the single-line text
via a UI policy is not variables, set the Mandatory and
populated. Visible values to true.
8. For the other single-line text variable,
set the Mandatory and Visible values
to false.
9. Save the UI policy.
10. Order the test catalog item and go to
the RITM.
11. Try to add something to the work
notes and press save.

An error is displayed that says to fill in the

mandatory variable that was set to false
using the UI policy.

Service Unable to apply Users are not able to Refer to the listed Known Error KB article
Catalog filters on the apply filters on the for details.
requested item requested item table for
PRB1244960table the stage field, as there is
no value in the filter.
KB0676327

Service Automated Test When using the

Catalog Framework fails Automated Test 1. Create a test.
when an Framework for a catalog 2. Add a step to Open a catalog item,
PRB1245444individual item when the catalog such as a standard laptop. Make sure
catalog item has item field 'Use cart item is set to Use cart layout = false.
KB0682516 'use cart layout' layout' is false, the 3. Add the step Add item to shopping
set to false following error appears: cart.
"Error 'FAILURE: Cannot 4. Test Run.
find 'Add to Cart'
button." An error appears: "Error 'FAILURE: Cannot
find 'Add to Cart' button."

July 26, 2018 ©2018 ServiceNow. All rights reserved. 265

 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Service After upgrading Setting a variable to not-
Catalog to Kingston, mandatory and hidden 1. Create a catalog item.
setting a using a UI policy does 2. Create a multiple choice variable with
PRB1245555 variable to non- not work on the variable two choices (Choice 1 and Choice 2).
mandatory and editor on a form. Under Type Specifications check Do
KB0678900 hidden on forms not select the first choice.
is not honored 3. Create two multi-line variables (V1 and
V2) and set them to mandatory
through the variable check box.
4. Create two UI policies.
• One applying to the multiple
choice variable created when
Choice 1 is selected, with a policy
action setting V1 visible and
mandatory to True, and Reverse if
False checked
• One applying to the multiple
choice variable created when
Choice 2 is selected, with a policy
action setting V2 visible and
mandatory to True, and Reverse if
False checked.
5. Click Try it.
6. Check choice 1.
It should show variable V1 and be
mandatory.

7. Check choice 2.
It hides the V1 variable and makes it
not-mandatory, and show the V2
variable that was hidden.

8. Type something on V2 variable and

select Order Now.
You can order the item because the
other variable is hidden and not
mandatory.

9. Go to the RITM and make sure that the

variable editor shows up in the form.
10. Test the UI policy in the RITM form by
selecting different choices.
The variables should be either hidden
or shown depending on the choice.

11. Make sure the V1 variable is empty and

hidden, then try updating or saving the
form.

Expected behavior: The form is updated

without any warning or errors since V1
should be hidden and not mandatory.

Actual behavior: The form does not get

updated, and shows an error "The following
mandatory fields are not filled in: V1"

Service If the Cascade This issue only occurs if

Catalog Variables option Cascade Variables are 1. Create a catalog item and add a few
is checked for checked on the order variables.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 266

 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1249226 an order guide, guide settings. Once this 2. Set a variable as mandatory.
when option is unchecked, 3. Set a default value for the variable.
KB0687639 submitting a mandatory variables 4. Create an order guide, and click the
catalog item via work as expected. Rule base tab to add the catalog item
the order guide, you created.
mandatory 5. Check the Cascade Variables option
variables do not for the order guide.
have the default 6. Submit the catalog item via the order
value displayed guide.

The mandatory variable of the catalog item

does not have the default value displayed.
Service Excessive size This issue is data-dependent and occurs
Catalog of the Service when the Question table has 500 or more
Catalog entries.
PRB1250774question cache
causes high
KB0679518 memory usage
issue
Service List collector On submitted Refer to the listed Known Error KB article
Catalog variables with a sc_req_item records, a for details.
mandatory UI list collector variable with
PRB1252274 policy on a a mandatory UI policy on
catalog item do a catalog item shows 'on
KB0680017 not load on the loading.' A console error
submitted is displayed.
Requested Item
[sc_req_item]
form in the
variable editor
UI formatter
Service The pop-up
Catalog window from 1. Navigate to Service Catalog > Catalog.
hovering over 2. Click Add Content and add the catalog
PRB1253475 the icon for items from any category to the
previewing catalog_home page.
KB0691350 catalog items 3. Keep hovering over the icons for the
becomes catalog items.
unresponsive
The popup stays and does not close. You
have to reload the page again.

Service When a check This issue also occurs if a Refer to the listed Known Error KB article
Catalog box variable is check box variable is for details.
used in an order used in a variable set.
PRB1255064guide,
navigating back
KB0679940 to 'Describe
Needs' hides all
fields
Service Users receive When a catalog item has
Catalog "g_sc_form is an onSubmit catalog
not defined" in client script, and "Applies
PRB1259149 the browser on Requested Items" or
console with "Applies on Catalog
onSubmit Tasks" is checked, users
receive an error when
opening the browser

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
catalog client console "g_sc_form is
scripts not defined."
Service Check box If there is a check box
Catalog variable in variable within the
variable editor variable editor on a
PRB1289778 on sc_task form sc_task form, it causes
throws the form not to load
Uncaught completely. Clicking any
TypeError: reference (i) icon or the
Cannot read magnifying glass icon
property 'value' does not load the popup
of null error windows.
Service The Requested Setting a sc_task state Refer to the listed Known Error KB article
Catalog Items state is belonging to an for details.
not updated to execution plan to a
PRB733057 Closed if any of Closed state does not
the tasks in the update the RITM stage. If
KB0635831 Execution Plan the sc_task item is the
are closed last ordered item in the
execution plan, then
changing the state to
Skipped or Incomplete
does not update the
RITM to 'Closed
complete'.

The expected sequence

of multiple catalog tasks
does not work. Closing a
predecessor task does
not open the successor.
Also, as soon as the first
task is closed, the whole
execution plan ends.

Service Using the Using lookup or Yes/No

Level choice variable variables from any record
Agreement from the record producer or catalog item
(SLA) producer causes causes an NPE when
a reading through the
PRB1251707 NullPointerException
history of the record. The
when reading variable types causing
through the the issue are Yes/No,
history of the Lookup Select Box, and
record Lookup Multiple Choice.
Service Dot-walking to If both the 'Retroactive Refer to the listed Known Error KB article
Level the SLA start' and 'Retroactive for details.
Agreement Definition from pause' options are
(SLA) the script in a selected on an SLA
business rule on Definition, a retroactive
PRB1254494the Task SLA pause calculation is
table may not performed when a Task
KB0683910 return the SLA is created for that
correct data definition.
when a
retroactive Task
SLA is created

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Service Users The default semaphore is
Mapping experience exhausted, leaving the
slowness and instance unresponsive for
PRB1201839 receive an HTTP several minutes.
429 error
Service "process on Some customers who
Mapping port - mac" have upgraded to 1. Navigate to the Mapping Discovery
causes the Jakarta are experiencing Commands
PRB1242240process an issue in the process (sa_mapping_ext_commands).
detection to fail detection phase of the 2. Look for "process on port - mac".
KB0678119 on certain OS pattern execution. The
types during problem was identified Notice whether the Operating System Type
pattern as a result of the system shows numbers.
execution executing the "process
on port - mac".
Service Removing a
Mapping traffic-based
discovery
PRB1242501 causes all CIs to
be deleted
Service High memory The default four Service
Mapping consumption Mapping Recomputation
due to Service jobs per node are
PRB1254922 Mapping running during
Recomputation rediscovery, which
jobs running affects the instance
during the performance, due to a
rediscovery high memory
consumption. When
lowering the number of
jobs to two per node, the
performance improves
significantly. When
lowering that to one, the
performance improves
even more.
Service Date/time field The error "TypeError:
Portal value changes Array.prototype.some
do not save in called on null or
PRB1194824 id=lf page undefined" is generated
for some records in
the /sp?id=lf page in
Service Portal.
Service Attachment In the Service portal,
Portal name and size when an attachment is in
are not properly a request or incident
PRB1194921 displayed on the form, the attachment
Order name is not displayed,
Confirmation but "{
popup {::attachment.file_name}}
({{::attachment.size}})".
Service The reference
Portal variable drop-
down
PRB1206063containing a
long string is
overlapping

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
with the other
column
Service Typeahead When getting results
Portal glyph does not from the typeahead
change based search widget in the
PRB1238271 on search Service Portal, the glyphs
results for the search results do
not update correctly
after the first search.
Service On Windows 10 The portal display shows
Portal tablets or a double scroll-bar. This
specific desktop issue only occurs on
PRB1239357 touch screens in Chrome and Windows 10
IE11, Service Edge laptops with a
Portal has a touch screen. If users go
vertical scrollbar into Device Manager and
issue disable touch screen, the
problem disappears.
Service In the Service Refer to the listed Known Error KB article
Portal Portal Designer, for details.
widget order
PRB1243915 reverts back to
original when
KB0662274 the page is
refreshed
Service g_form.setValue() Refer to the listed Known Error KB article
Portal does not work for details.
in onLoad
PRB1248054scripts

KB0683753

Service Cannot scroll

Portal down on HI
Service Portal
PRB1270104 pages with IE11
and Edge
browsers
Service Scripts (client in In the Service Portal, UI
Portal Istanbul+ and UI policies with scripts
policy in containing
PRB722129 Helsinki+) are setSectionDisplay do not
hiding sections hide that particular
of the form section. For example, this
(g_form.setSectionDisplay)
can be seen in HR Cases
and do not work where certain sections
in Service Portal are hidden using a UI
policy /sys_ui_policy.do?
sys_id=1f5b51f3c3
033100be55b4ad81d3aece.
Service Data table Using the 'Show
Portal widget Matching' context menu 1. Create an instance with a table inside a
breadcrumbs returns incorrect results Service Portal page with the following
PRB748004 are incorrect on when one of the fields in information:
dot-walked the filter is dot-walked. • Table: sc_req_item
fields

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0678915 • Filter: Request.Requested for is
(dynamic) me
• Widget: Data Table from Instance
Definition
2. Open the page in Service Portal and
the list of sc_req_item created by the
current user is displayed.
3. Right-click on any record field and
select Show matching.

The widget does not display any record.

Service In the Form In Service Portal, CTRL+S
Portal widget, saving or Save dose not capture
record does not the comments and
PRB753458 capture worknotes.
unposted
comment or
worknote left in
the ticket-
conversation
input
Service Clicking Enter A single update to
Portal multiple times comments or work notes
can create cause multiple records to
PRB830966 duplicate be created and added to
comments the activity stream.
Service The placeholder
Portal text 'How can
we help?' in the
PRB932738 search bar is not
translated to
any language
Survey Records of An obvious difference is
Managementassessment observed of the number 1. Log in to a non-upgraded instance
template and of records in from an earlier release (Helsinki,
PRB1257594 assessment sys_metadata records as Istanbul, Jakarta).
template opposed to the listview 2. Make a note of the number of records
KB0684639 definition tables per tables. in asmt_template_definition.list.
are missing even 3. Upgrade that instance to an early
though the list Kingston patch.
count shows the 4. Check the
correct number asmt_template_definition.list and
observe missing records.
5. Navigate to sys_metadata and set
class > is > (either of the 2 tables
classes that are affected) and take
note of the number of records.
6. Navigate to the listview of either of the
tables and take note of the number of
records.

An obvious difference in sys_metadata

records as opposed to the list view per
tables.

System Optimizer Uninstalling and

Applications prevents the reactivating an optional 1. Activate an optional plugin like
plugin upgrade plugin does not Vulnerability Response.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
PRB1238888 from repairing completely load all plugin 2. Verify that the App Modules for
what it changes. Vulnerability Response are available in
KB0689553 traditionally the navigation panel.
does 3. Uninstall the optional plugin.
4. Activate the optional plugin again.

App Modules for plugin are missing in the

navigation panel.
System Publishing When personalized list
Applications scoped layout records 1. Create an app.
applications can (sys_ui_list) contain an 2. With the app selected in the app
PRB1244879include update name, the picker, personalize some list layouts.
personalized list personalized list layout • In Helsinki and Istanbul, you may
KB0689554 layouts when can be included when need to log out and back in to
bad data the application is start a new session.
already exists published. The bad data • In Jakarta and later, you can either
can be carried over from script the bad data or import it
previous releases and will from XML, changing the
continue to be application to your new app ID.
incorrectly included in an 3. Publish the app to Update Set, or
application. This can publish to the app_repo.
create issues for the
application and trick the The personalized lists are included in the
upgrade engine into app.
thinking the list was
customized, causing the
upgrade engine to skip
any updates to the list
layout.
System Installing the
Applications Nuvolo 1. Activate the Managed Document
application may plugin as prerequisites for the known
PRB1253833 result in an affected application Nuvolo.
OutOfMemory 2. Try to install the application into the
KB0690905 error due to the internal certification instance.
file stream
failing unzip The progress activity stops at 2% and a
system error is thrown:
java.lang.OutOfMemoryError.

Tables and Fields are This also results in

Dictionary glommed to creating a multiline text
medium text field on the form.
PRB1236387 columns even
when the
sys_dictionary
max length is
less than 256
characters
Templates Cannot apply a Users get an error saying
template to set that the template could 1. Navigate to an incident.
PRB934232 a check box if not be applied, and they 2. Add the Active and Made SLA fields to
another check are unable to update the the form and make sure that Active is
KB0657393 box higher on field 'Made SLA'. above Made SLA.
the form is 3. Right click the Active label and select
read-only Configure Dictionary.
4. In the dictionary record for active
check the Read Only check box.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 272

 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
5. Save the dictionary record and
navigate back to the incident form.
6. Make sure templates are visible and
create a new template which sets
Made SLA to true.
7. Apply that template to the incident
form.

There is an error saying that the template

could not be applied and Unable to update
field 'Made SLA'.

If you configure the form layout again and

make the Made SLA field higher than the
Active field, the template will work.

Text Global search The global search

Search results do not functionality that was 1. In a Jakarta instance, navigate to User
honor redone in Jakarta does Administration > User Preferences.
PRB1235472 ts.show_empty_groups
not account for the 2. Add a record with the following values:
user preference ts.show_empty_groups • Name: ts.show_empty_groups
KB0656786 in Jakarta user preference that is • Type: string
despite being supposed to not show • Value: false
documented groups that had no • User: ITIL User
matches in the search 3. Impersonate an ITIL User.
results page. 4. Do a global search for a term that will
not have values in some of the search
groups.

Empty groups are still returned. In previous

releases when this preference was set to
false, empty groups would not be listed.

UI The domain This issue only occurs in Refer to the listed Known Error KB article
Componentspicker breaks instances where the user for details.
upon an does not have UI16
PRB1107867 upgrade if the installed in the instance.
instance does Upon upgrading, when
KB0635412 not contain the switching to a different
UI16 plugin (UI15 domain using the domain
only) picker selector or
reference UI Macros, the
domain looks as if it was
switched. However, in the
backend, the action was
not completed.

This causes many

problems when creating
records in other lower
domains, since the
instance does not switch
domains and the records
tend to be created in the
global domain instead.
This is also an issue with
data visibility as the user
believes they switched
domains and they are still

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
viewing all records as if
they were in global.

UI Navigating to If a user clicks their

Componentssys_user record name, selects 'Profile', 1. In the top-right, click the user name to
via 'Profile' and are able to upload an access the drop-down menu.
PRB751999 under the name image into the 'Photo' 2. Select Profile.
drop-down and field, the user is 3. Switch to the Default view, or add the
uploading a redirected to an invalid Photo field to the ESS view.
Photo redirects URL upon upload. 4. Upload an image into the photo field.
to an invalid
URL The user is redirected to an invalid URL,
instead of getting navigated back to the
sys_user record.
UI Deleting a The delete button on
Componentstemplate from sys_template fails with 1. Navigate to sys_template.list.
sys_template.list the error 'dialogClass is 2. Open a template.
PRB756215 results in an not a constructor'. 3. Click Delete.
error
An error occurs on the browser console.

UI policy/ UI policies and After the form is saved,

Client client scripts on the client script is not 1. Create a UI policy on the Problem
Script the Form executed, and the alert table with the following settings:
widget are not box is not displayed • Global and onload checked
PRB1270017 honored when when reloaded. • Uncheck Reverse if false
the form is 2. Create a UI policy action with the
KB0685032 saved following settings:
• Field name: Short Description
• Visible: false
• Mandatory: leave alone
• Read Only: leave alone
3. Access this link on the Service Portal
to create a new problem:
https://<instancename>.service-
now.com/sp?
id=form&table=problem&sys_id=-1

The Short Description field is hidden.

4. Fill in the mandatory fields and click

Save.

After the form is saved, 'Short Description'

still appears without honoring the UI policy.

Update The progress The progress worker Refer to the listed Known Error KB article
Sets worker cannot created with for details.
be found and GlideUpdateSetWorker
PRB1098221 the update set completes with an error
preview will not "Progress worker state is
KB0689555 finish not set to complete after
worker is finished."
Update Grandchild TPC child tables of Task
Sets tables of task created from hybrid 1. Create an update set and make it
created as TPC flattening does not current.
PRB1235331 can be corrupt create extended 2. Navigate to /sys_db_object_list.do
if they are grandchild tables and create an extensible table (for

July 26, 2018 ©2018 ServiceNow. All rights reserved. 274

 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0661797 created in the correctly. Grandchild example, Library[u_library]) that
wrong order tables of Task do not extends from Task, and save.
display their labels, and 3. Create another table (for example,
users cannot navigate to Books[u_books]) that extends the
the list view of the table. newly created table (Library) and save.
4. Go back to the update set, mark
complete, and export the update set to
another instance where Task is larger
than 1 million rows.
5. Preview and commit the update set.
6. Go to /sys_db_object_list.do and filter
for the newly created table.

The Label value appears as "label". The

table is not created correctly on the
backend. This occurs for newly created
grandchildren tables of Task. Also,
navigating to the list view of the table
displays an error that the page cannot be
found.
Update Committing an When an update set
Sets update set with does not contain the
sys_dictionary sys_db_object for a
PRB715156 record, but not table, but does contain
sys_db_object the sys_dictionary for a
causes table, a subsequent
problems when plugin activation cannot
the plugin later parent the table as
containing the it is supposed to be
actual table is configured.
installed later
Upgrade Records that are Certain records in the
Engine set to the new skipped records list for 1. Upgrade an instance from a previous
Issues disposition of an upgrade to Jakarta version to Jakarta. Ensure that several
'Skipped Manual show a disposition of system properties have been modified
PRB1156759 Merge' have no 'Skipped Manual Merge'. on the instance.
option However, when these 2. Log in to the upgraded instance with
KB0635467 selectable to records are opened for an account that has administrator
resolve conflicts review, there are no rights to the system.
with the record options to resolve the 3. Navigate to System Diagnostics >
conflict with this record Upgrade History and click to view the
or compare the new most recent upgrade history record on
incoming record to the the instance.
existing record on the 4. In the lists of skipped records, search
instance. Thus, from the for any records with a disposition of
Upgrade History record, Skipped Manual Merge and select one.
users are unable to
compare and merge the The Sys Upgrade History record for the
new version of the record change is displayed but no options are
with the preexisting provided to compare the existing record to
version of the record the new record.
found on the instance.
Upgrade The 'Revert to The 'Revert to Base
Engine Base System' UI System' UI action on the 1. Identify and modify a record included
Issues action on the 'Upgrade Details' and with a plugin, like a Script Include
'Upgrade 'Resolve Conflict' forms record.
PRB1235020Details' and for 'Skipped' records 2. Upgrade the plugin.
'Resolve does not work. The issue 3. Delete the 'Current' record in the
Conflict' forms occurs when an upgrade sys_update_version table.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
KB0679424 for 'Skipped' skips loading a version, 4. Click the Revert to Base System UI
records does and that version does not Action by drilling into the
not work have a sys_upgrade_history_log record or
sys_update_version selecting it from the right click menu
record with a state of on the list view.
'Current'.
Nothing happens and the record stays in
Note that if users see a the 'Skipped' State, instead of being
'Payload not found' error reverted to the base version.
when clicking 'Resolve
Conflicts' UI Action, there
is a different Problem for
that: PRB1249568. This
Problem has been
resolved as part of
Problem PRB1156759.
See KB0635467.
Upgrade sys_update_xml.replace_on_
When marking a user
Engine upgrade=true is update as 'replace on 1. Update a record in the default update
Issues excessively upgrade' and then keep set.
persistent when updating it, the system 2. Revert that record to the base system
PRB1239377 set on an remembers the decision (or find the sys_update_xml record for
update in the to replace on upgrade that update and set
KB0679938 default update independent of other replace_on_upgrade = true).
set updates for as long as 3. Modify the record again in the default
users continue working in update set.
the same update set.
The record is still replaced on upgrade.
The default update set is
the most extreme
example of this, since
most users never
complete it. If a user
works with the default
update set, it is unlikely
they will remember
marking something
'replace on upgrade',
possibly months or years
ago, and someone else
might have done the
marking.

Preserving the 'replace

on upgrade' flag leads to
the system overwriting
the customization, even if
that outcome is no
longer desired.

Usage App persistor When the license

Analytics and license downloader and app
download jobs persistor jobs run at the
PRB1266341 (via the App same time trying to
Manager) access UI objects, this
consume all can possibly cause the
semaphores node to become
unresponsive.

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
Visual Task Opening the This issue occurs for
Boards modal window Firefox users when the
of a task record description field on a
PRB1173148 with the task record has a value
description and is visible on the form.
filled out causes
failures (i.e. When the user clicks the
related lists not number in a task card,
loading, UI the available modal
actions not window does not work
working) correctly. Removing the
field or deleting the value
seems to resolve the
issue for individual task
records.

Vulnerability Failed to run

Response CWE 1. Install the Vulnerability Response
Comprehensive plugin.
PRB12403672000 2. Navigate to Vulnerability >
Integration Integrations.
KB0688278 3. Click and run CWE Comprehensive
2000 Integration.

The integration fails.

Workflow The article state When a new version of

is incorrectly an article is created, the 1. Navigate to <instance-name>/kb page
PRB1016241 displayed in the older version's status will and select any article.
article view change from Published 2. Click the Edit button.
KB0683299 page for older to Outdated. However, 3. Click the Checkout button, make some
versions when when the user views the changes, and click Publish.
compared with article, sometimes the The article is sent for review.
the actual status status is still Published
in the platform even though the article is 4. Click Approvals and choose the Reject
Outdated in the platform. option while reviewing the article.
The article status is moved back to
Draft.

5. Check the status in the article view

page.

The page still shows the article status as

Reviewed.

Workflow 'current' can be

replaced during During the business rule
PRB1236313 the workflow processing, if a script
processing, and updates a record in a
this can affect different table and:
the processing
of all • the updated record has
subsequent multiple active
business rules workflows
under certain • the first workflow
circumstances updated results in one
of the other active

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
workflows being
completed or canceled

When the workflow

context that was
completed or canceled is
then processed, 'current'
will be set to the record
for that workflow.
However, it will not be
restored to the original
record when the
workflow processing
completes.

Workflow Stage values are Duplicate 'Request

duplicated in Approved (Approved)'
PRB1238666the Stage field appear in the list view of
requested items.
Workflow The deletion of When a user is a member
duplicate user of multiple groups that
PRB1239361 approvals are part of an approval
causes an process, the resulting
incorrect duplicate user approvals
evaluation of are deleted. The missing
the group user approval records
approval state cause the group approval
state to be evaluated
incorrectly. The exact
behavior depends on the
specific configuration of
the workflow and its
approval activities, but
can be either:

• Group approvals that

auto-approve because
all user approvals in the
group have been
deleted
• Group approvals that
hang because they are
waiting for a user
approval that has been
deleted

Workflow The null pointer The form view does not

exception load completely for a 1. Create the
PRB1241205 occurs when record that meets the glide.web_service.hierarchical system
stage_state is following conditions: property and set it to true.
KB0686731 empty when 2. Try to generate the WSDL through
trying to load • Multiple parent https://<instance>/sys_user.do?WSDL.
RITM workflow contexts are
attached Memory issues occur.
• At least one of those
contexts has a
stage_state that is
empty

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 ServiceNow | London release notes

Problem Short Description Steps to reproduce

description
• At least one of those
contexts uses the "Main
flow" or "Simple
Progress Bar" renderer

Workflow The exported

PDF/CSV takes 1. Navigate to the sc_req_item.list and
PRB1241543 the value of the make sure there are at least 20 items.
Stage field from Order items from Service Catalog if
KB0680048 the workflow needed.
context instead 2. Right click the table header and select
of the Export > Excel (.xlsx).
sc_req_item 3. For each RITM, compare the 'Stage'
table value in the exported file with the one
in the record field.

Expected behavior: The stage values in the

exported file match the stage values of the
RITMS.

Actual behavior: The stage values in the

exported file do not match the stage values
of the RITMS.

Workflow Workflow gets Join activities in

stuck on the null workflows do not work 1. Navigate to Service Catalog > Catalog
PRB1270381 pointer as expected. An error Definitions > Maintain Items.
exception 2. Create a catalog item.
'java.lang.NullPointerException'
KB0685194 during occurs when the join 3. Next to the Workflow field, click the
Orchestration activity is reached. lookup icon.
Join activities 4. Next to Workflow at the top, click New
to create a workflow with an
Orchestration activity and a Join
activity.
5. Click Try it and then Order Now to
order the item.
6. Navigate to the requested item you
created.
7. In the Catalog Tasks related list,
change the state of tasks to Complete.
8. Refresh the related list and click Show
Workflow.

An error occurs when the workflow reaches

the Join activity.

All Other Fixes

To view a list of all other PRBs fixed in London, refer to All other London fixes.

All other London fixes

Last updated: July 26, 2018
Last updated: July 26, 2018

The London release contains fixes to these problems.

July 26, 2018 ©2018 ServiceNow. All rights reserved. 279

 ServiceNow | London release notes

London was released on July 26, 2018.

Build
Build date: 07-14-2018_1223
tag: glide-london-06-27-2018__patch0-07-11-2018

For more information about how to upgrade an instance, see Upgrade to London.

For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of Kingston fixed problems, see KB0623762.

Note: This version is under FedRAMP evaluation.

All other London fixes

Problem category Number Short description

Activity Stream PRB955358 UI16 activity streams handle [code] tags differently than UI15
Activity Stream PRB1273226 Activity stream user preferences <table>.activity.filter do not
add or remove fields from stream
Activity Stream PRB1202377 Activity stream still shows recipient email address instead of
user display name when property
glide.ui.activity.email.use_display is true
Activity Stream PRB666998 Adding an activity filter to a new table displays multiple blank
options
Activity Stream PRB1239636 Loading form for a nonexistent record produces Javascript
error "g_form is undefined"
Activity Stream PRB1270019 Activity history truncates the list of email recipients in IE11 and
Firefox
Agent PRB1265935 Agent Intelligence user 'sharedservice.worker' was not created
Intelligence during plugin activation
Agile PRB1282044 List filtering options on Task Board do not work and produce
Development script error "Cannot read property 'checked' of null"
Agile PRB1239107 Delete ACL for table 'm2m_release_group' produces table not
Development found error
Agile PRB1249930 Sprint planning board not displaying sprints created from the
Development release related list
Agile PRB1290192 Groups created from a product do not have an assignment
Development group type and do not display in the Groups related list
Agile PRB752327 After installing Agile Development, dictionary displays two
Development "order_Index" fields
Agile PRB1266850 UI action 'Create story' does not work from rm_defect form in
Development 'Scrum View' when there are no related or embedded lists
Agile PRB1178803 Clicking an info icon in the Planning Board view produces a
Development browser console error
Agile PRB1270556 Agile dashboard does point to correct page after upgrade
Development
Agile PRB1248020 Cannot drag and drop stories to the top of the backlog in the
Development Agile Board
Agile PRB1241483 Task "Assigned To" field not being automatically populated in
Development the Task Progress Board

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 ServiceNow | London release notes

Problem category Number Short description

Agile PRB1241688 List sort and filter options not working in Sprint Planning
Development Board
Agile PRB1243836 Difficulties moving tasks in Task Progress Board when using IE
Development and sprint has many stories
Agile PRB1236284 After upgrading to Jakarta, "scrum_team_member" role no
Development longer inherits the "scrum_story_creator" role, which prevents
"write" access to the rm_story table
Agile PRB1290297 Agile2SecurityManager script include does not properly
Development process GlideList fields such as Assignment Group
Application PRB1270820 Application Navigator displays rendering errors when
Navigator & changing domain from domain picker
Banner Frame
Application PRB1272442 Public application navigator content is not visible from the
Navigator & login screen after upgrade
Banner Frame
Application PRB1202123 In the UI16 application navigator, the star icon is not right-
Navigator & aligned for non-admin users
Banner Frame
Application PRB1199371 Browser displays wrong icons after upgrading from Helsinki to
Navigator & Istanbul
Banner Frame
Application PRB1203271 No upgrade history available for
Navigator & sys_index_sys_ui_navigator_history_user_sys_created_on.xml
Banner Frame
Application PRB1244656 After a successful impersonation, subsequent attempts to
Navigator & impersonate produce a "java.lang.NullPointerExceptionerror"
Banner Frame in the browser console
Application PRB1262707 System Update Sets menu does not show modules after
Navigator & committing an update set
Banner Frame
Application PRB1248003 Duplicate system properties for "Unselected navigation tab
Navigator & icon and favorite icons color" in "Basic Configuration UI 16"
Banner Frame
Application PRB1255721 System setting "Compact User Interface" produces opposite
Navigator & effect of option selected
Banner Frame
Application PRB1240379 No one can delete records from the cmdb_ci_business_app
Portfolio table
Management
(APM)
Application PRB1270330 JavaScript warning "sn_apm" is not defined when working
Portfolio with business applications and Application Portfolio
Management Management is not installed
(APM)
Application PRB1279135 Cannot create a dictionary override or flow formatter for the
Portfolio Business Application cmdb_ci_business_app table
Management
(APM)
Application PRB1265622 Previously calculated capability scores change in error when
Portfolio new capabilities are assessed

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 ServiceNow | London release notes

Problem category Number Short description

Management
(APM)
Application PRB1275551 Technology portfolio takes a long time to load data
Portfolio
Management
(APM)
Application PRB1268320 Technology Portfolio Management timelines do not display
Portfolio discovered business services
Management
(APM)
Approvals PRB1245078 Approval Events (Task) business rule triggers wrong event
when using custom approver variable
Approvals PRB1264753 Changing the state of a group approval before requesting
approval for the record sets the state of all other group
approvals to "No Longer Required"
Assessments PRB1267785 Category results for ratings should be calculated correctly
when the "anonymize responses" option is chosen
Assessments PRB1239069 The choice for the image scale question shows up correctly on
mobile, but the image displayed is that of the last choice
Assessments PRB1280290 The calculation of category results is incorrect based on the
answer choices of the questions
Assessments PRB1264850 The "Default answer from script" method does not work with
metric where the data type is "Choice"
Asset PRB1065644 Retired and decommissioned computers still show values in
Management the Assigned to field
Asset PRB1258596 Default semaphore is exhausted
Management
Asset PRB1241840 The Stockroom field width is too small on procurement
Management sourcing
Asset PRB1288979 In French, in a contract, the calculation for total cost and tax
Management cost is not calculated correctly onChange
Asset PRB1278252 sys_choice records are automatically deleted after the
Management instance upgrade
Asset PRB1234962 Transfer Order Line has a negative Quantity Remaining, and
Management fixing the Quantity Received value does not recalculate it
correctly
Asset PRB1247211 Asset-CI Field Mappings allow selecting the Class
Management sys_class_name]field, and when synchronization occurs,
records become corrupted and unusable
Asset PRB1250631 An asset attribute is still being updated after a related CIs
Management attribute is prevented from update due to a reconciliation
definition
Asynchronous PRB1254318 Log files display null pointer exception message for
Message Bus AMBProcessorAdapter
Asynchronous PRB1197193 Leaking listeners cause the number of listeners to grow, which
Message Bus impacts the instance performance over time
Audit History PRB1249729 Activity stream does not display changes for fields whose
column name is longer than 40 characters

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 ServiceNow | London release notes

Problem category Number Short description

Authentication PRB1237204 Reset password link displays blank page with error message
"Security restricted when invoking processor"
Authentication PRB897842 Localized LDAP servers using UTF-8 produce JSON
formatting errors
Authentication PRB820080 Unable to create LDAP OU with name greater than 40
characters after upgrade
Authentication PRB1201941 Instance does not display E-signature tab despite plugin being
active
Authentication PRB1237672 Links not working for single sign-on users even though they
have a valid session
Authentication PRB598684 DigestToken does not always work as expected after
activating MultiProvider SSO
Authentication - PRB1277955 Users with web service access only produce an infinite loop of
SSO logout redirects when they log in
Authorization - PRB1250454 Upgrades overwrite customizations to the "LDAP Admins"
LDAP group
Automated Test PRB1278373 Click a modal button step does not submit the modal when
Framework javascript is executed in the button's onClick
Automated Test PRB1243954 Test run fails with error "Step execution failed with error:
Framework Cannot read property 'step_execution_generator' of
undefined" upon first opening a client test runner
Automated Test PRB1247670 Client Test Runner hangs during screenshot capture, usually
Framework occurs with the Click Modal button step
Automated Test PRB1209940 Record Query step fails in scoped applications because it does
Framework not wait for records to exist
Automated Test PRB1265788 The record query timeout does not work when the test is
Framework scoped
Benchmarks PRB1247525 The email notification with the Benchmarks monthly scores
Application download is sent to all ITIL users
Benchmarks PRB1245213 Client score dates are displaying incorrectly on non "yyyy-MM-
Application dd" date format instances
Benchmarks PRB1285178 Benchmarks Card view: Mini-trend is not loading when one
Application category has scores for the last 6 months and another
category does not have scores for the last 4 months
Benchmarks PRB1255407 Benchmark Recommendations are not evaluated when the
Application customer upgrades from Jakarta to the Kingston release
Benchmarks PRB1241076 Benchmark central: Instance ID is truncated to 32 characters if
Central it is greater than 32 characters
Application
Change PRB1290275 "Refresh Agenda Items" UI Action contains misleading text
Management
Change PRB1251827 "Refresh agenda items" doesn't honor the "Change start after
Management dates" and "Change starts before dates" fields when there are
OR conditions in the filter
Change PRB1257468 The Change lookup function is not working in Sample Change
Management Requests under Propose a new Standard Change Template
Change PRB1185785 During a meeting using the CAB Workbench, attendee's
Management names are displayed incorrectly

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 ServiceNow | London release notes

Problem category Number Short description

Change PRB1240170 ACLs that grant the sn_change_cab.cab_manager role access
Management to the cmn_other_schedule table are missing
Change PRB1195547 When Standard Change Proposal are created with a value in
Management the Short description field, the template that is generated
from the proposal has no value in the Short description field
Change PRB1208918 In the Change form on the HI Service Portal, there are issues
Management opening the Calendar view
Change PRB1235366 Setting the sysparm_fixed_query within the URL for
Management task_add_affected_cis.do does not apply, but it works when
using a normal sysparm_query
Change PRB1273823 When the Risk condition is set to "impact=Leave Alone," and
Management when risk assessment is executed on the Change Request, the
impact value is set to empty /blanked out
Change PRB1262255 Revert a change request to New state through the "Revert to
Management new" UI Action leaves the change on hold and unable to move
back if the On Hold field was checked
Change PRB1256501 When the Two Step property is enabled in Standard Change
Management Properties, standard changes created from standard change
templates that have an attachment do not inherit the
attachment from the template
Change PRB1256967 "MaintenanceScheduleCalculator" fires duplicate info
Management messages on the form when users toggle the schedule date
for a change request
Change PRB1244570 Change Template Management breaks after selecting 'show
Management related fields' in the template
Change PRB1089829 An approved or rejected agenda item is marked as having no
Management decision if the CAB meeting is ended while the agenda item is
still the "current agenda item"
Change PRB953574 "Health Dashboard" tooltip is misspelled as "Health
Management Dashbaord" when hovering over the second button to the
right of the Configuration Item field on an existing Change
Request
Change PRB1186759 After submitting the change request, the conflict status field is
Management not getting updated from the default value "Not Run"
Change PRB1238899 The "Check Conflict" UI Action active flag is turned on after
Management upgrading to Jakarta
Change PRB1261372 The 'Revert To New' UI action does not work properly if the
Management workflow of the change request has been changed
Change PRB1258960 Unable to change the current agenda item in the CAB
Management Workbench when there are many attendees
Change PRB1240984 Comparing a standard change proposal template with a
Management published version fails with 'TypeError: Cannot convert null to
an object.' if a field added to the template is dropped from the
table after the template is published
Change PRB1237013 E-signature is not available when approving or rejecting a
Management change in the CAB meeting 'Current Agenda Item' widget
Change PRB1242718 The CAB Workbench form view does not display splits
Management correctly as specified in the layout configuration

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 ServiceNow | London release notes

Problem category Number Short description

Change PRB1235402 The 'update_synch' attribute is still set to 'true' for the
Management Collection record of the std_change_record_producer table
following an upgrade to Istanbul or Jakarta
Change PRB1250450 In the CAB Workbench, when an agenda item order field is
Management empty, clicking the "Promote" link does nothing
Change PRB1264376 The Change Request Calendar does not change messages
Management translations when the language is changed
Change PRB1260626 The save_as_template ACLs do not prevent users from editing
Management reference fields when they make or edit a Standard Change
Proposal
Change PRB1250154 OOTB UI policies are causing conflicts: Show - CAB fields for
Management Normal/Emergency changes
Change PRB1251835 In Jakarta, the 'hours' value is truncated for the 'Duration' field
Management in the CAB workbench view
Change PRB1259605 The dialog message for the conflict check does not disappear
Management when users move the Conflict Progress Checker element out
Conflict Detector of the Conflicts tab
Change PRB1251400 Conflict detection may run out of memory if the start/stop
Management dates are too far apart
Conflict Detector
Chat PRB1235390 Users cannot attach files to chat conversation after activating
Human Resources Application: Core plugin
Chat PRB1068961 Connect un-encodes URL after clicking it in chat window
causing not authorized message
Chat PRB1237575 Connect Chat does not use translations for all values when
starting conversation
Chat PRB1264703 Queue Count is not updating in real time for Chatbot and
Connect Support
Chat PRB1270876 JAWS screen reader in internet explorer (IE) reads Angular
code instead of message text in Connect
Chat PRB1067048 Missing translations for Connect Chat
Chat PRB955111 Upon activation of the "Connect.support" plugin, the Business
Rule "task closer" is getting updated
Chat PRB752215 Action icons module is accessible by non-role users under
Collaborate application
Chat PRB897726 End users can submit chat queue entries to inactive support
queues
Chat PRB1264077 Chat window does not show the transfer message work note
to the agent transferring or canceling transfer of a chat until
the page is refreshed
Chat PRB1241743 Task <--> Conversation relationships can get crossed when
switching conversations during execution of a Connect Action
Chat PRB712523 Background ongoing chat gets closed when downloading an
attachment in connect support
Chat PRB1277905 Connect AMB Processor has a gs.log() statement which adds
many "checking permissions for ..." messages to the logs
Chat PRB1254973 Links to external sites posted in Live Feed are showing an
"unknown exception" error

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 ServiceNow | London release notes

Problem category Number Short description

Chat PRB1282088 Connect chat conversations do not show new messages or
message history in UI15 in Kingston
Chat PRB1289963 End users make requests to support/sessions?closed=true
while in the frameset if they have created support sessions
previously
Chat PRB726719 Support chat uses the user's live_profile name for chat
sessions, but uses the sys_user name when displaying
disconnect messages
Chat PRB997103 Connect chat throws concourse error if UI16 is not enabled
Chat PRB1171082 Guest users are not receiving messages automatically in
anonymous support chat
Clone Issues PRB725919 clone_admin role does not work as described
Cloud PRB1241930 Associating a datacenter from service accounts with different
Management credentials to the same cloud account throws a unique key
Application violation error
Cloud PRB1206461 Excessive resource information appears in the System Log
Management after running Discovery
Application
Cloud PRB1243746 Problems discovering tags with inconsistently capitalized keys
Management
Application
Cloud PRB1270351 Load balancer pools and pool members are not populated
Management during provisioning
Application
Cloud PRB1270958 Default values for catalog attributes are not saved
Management
Application
Cloud PRB1151425 Storage disk size of a virtual machine is different than what is
Management in the Compute profile (VMWare)
Application
Cloud PRB1275659 Discovery does not work for customized cloud providers
Management
Application
Cloud PRB1262949 Deprovisioning of an Azure stack on Cloud Management v2
Management fails because of the business rule "Remove BSM for terminated
Application VM"
Cloud PRB1252225 Two Discovery status records are created for every Discovery
Management run
Application
Cloud PRB1253564 Memory use is high while processing the Discovery of a web
Management service
Application
Cloud PRB1253831 Discovery Error: type of blob in container is unrecognized
Management
Application
Cloud PRB1254576 If a policy fails, Orchestration is not able to resume the correct
Management order
Application

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 ServiceNow | London release notes

Problem category Number Short description

Cloud PRB1244910 Item provisioned from a blueprint does not create an approval
Management task using the Custom Approval workflow
Application
Cloud PRB1256103 Newly created interface operations cannot be included in
Management existing interface
Application
Cloud PRB1258750 'Modify lease' life cycle operation does not work
Management
Application
Cloud PRB1194362 Records for the "Compute Security Group Template" reference
Management field do not appear
Application
Cloud PRB1206348 Azure billing download keeps connection open
Management
Application
Cloud PRB1242676 Azure list node discovery fails due to duplicate records in list
Management nodes payload
Application
Cloud PRB1269725 Incorrect sequence for the deprovisioning of an AWS ELB
Management
Application
Cloud PRB1271545 Discovery does not populate the IP address of VMs or NICs
Management
Application
Cloud PRB1239076 Billing report cost totals are incorrect on instances with
Management number formats using a decimal (European style)
Application
Cloud PRB1277438 Duplicate credential links named 'Azure Enterprise Agreement
Management Credential(s)'
Application
Cloud PRB1249225 Provisioning errors occur after users delete catalog items
Management based on ARM or Cloud Formation templates
Application
Cloud PRB1251101 The 'cmdb_ci_security_grp_template' table does not have a
Management default view
Application
Cloud PRB1253783 Other cloud management workflows that are not a part of
Management PRB1158173 can cause instance state to be 'error' and create
Application incidents with Request Id: Undefined
Cloud PRB1255124 The Survey Publish URL points to the Cloud Management
Management Portal
Application
Cloud PRB1257008 'Skipped Error' message appears after upgrade
Management
Application
Cloud PRB1259424 The 'Assigned to' value changes on a stack when different
Management users execute the life cycle operation
Application
Cloud PRB1241447 Cloud resource tags are not populated for Azure Virtual
Management Networks
Application

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Problem category Number Short description

Cloud PRB1202392 Manually created blueprint constraints and imported blueprint
Management form rules do not load properly
Application
Cloud PRB1242672 Users can submit requests while operations are in progress
Management
Application
Cloud PRB1269716 Unable to use Elastic Load Balancer due to a certificate error,
Management despite a valid certificate that is already uploaded
Application
Cloud PRB1271912 Script execution with script parameters fails with Windows
Management servers
Application
Cloud PRB1237718 Tags with a capitalized value in the 'Name' field cannot have
Management values assigned
Application
Cloud PRB1276064 The 'Show Matching on Stack' UI action on the Cloud User
Management portal does not work
Application
Cloud PRB1266101 Application type load balancers discovery fails if listener
Management information is missing
Application
Cloud PRB1244799 Multiple IPAM actions are fired for a single request
Management
Application
Cloud PRB1255993 Upgrade from KP1 to KP2 skips records
Management
Application
Cloud PRB1245495 Loading order form for ARM template results in form
Management performance issues and errors in the browser log
Application
Cloud PRB1246598 Amazon AWS Config service does not recognize security
Management group resource
Application
Cloud PRB1247369 Resource Input parameter does not get added to operation
Management inputs
Application
Cloud PRB1248264 'Create CName Record' fails in Cloud Management with an
Management Infoblox integration
Application
Cloud PRB1198015 Default CMDB relationships from VM to a private image are
Management not mapped to the correct Image
Application
Cloud PRB1241568 Form loads of the Catalog items in the Cloud User Portal are
Management slow
Application
Cloud PRB1242745 Billing report fails to capture tags when tag values are tracked
Management only on-instance and not the cloud
Application
Cloud PRB1235890 List nodes get stuck at processing during Azure discovery
Management
Application

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 ServiceNow | London release notes

Problem category Number Short description

Cloud PRB1237716 Parsing issues occur if a billing row includes backslashes
Management
Application
Cloud PRB1248555 Resource Operation policies are not triggered
Management
Application
Cloud PRB1249082 Records in sys_choice table are unable to be modified when
Management the table is 'incident' and the element is
Application 'category'/'subcategory'
Cloud PRB1249497 Order form breaks when users have the wrong combinations
Management on Blueprints or in the catalog table
Application
Cloud PRB1251000 The ListResourceGroup sensor fails if the discovered Azure
Management subscription has no resource groups
Application
Cloud PRB1251697 Related lists do not appear by default for the VMware
Management Datacenter form, but do appear for AWS and Azure
Application
Cloud PRB1254554 Resource operation policies execute out of order
Management
Application
Cloud PRB1245674 Blueprint forms cannot be published when the 'DataSource'
Management field is 'pool' and the 'Datasource Value' field is empty
Application
Cloud PRB1258981 No default relationship between VMWare templates and LDC
Management
Application
Cloud PRB1287257 The input parameter 'Virtual Server ClusterDatastore' causes
Management an error
Application
Cloud PRB1235500 The Azure Billing download results in no data when the
Management downloaded CSV column headers are localized to a non-
Application English language
Cloud PRB1244534 The sequence of steps is lost in the blueprint UI and execution
Management order of steps is not maintained
Application
Cloud PRB1250656 VMWare discovery fails due to multiple logical datacenters
Management
Application
Cloud PRB1250995 Form fields do not display properly and data types not
Management supported in blueprint form
Application
Cloud PRB1251611 Multiple sys_dictionary entries have invalid 'text' value for the
Management internal_types field
Application
Cloud PRB1253468 When a VM is provisioned or modified, the wrong ESX server
Management can be selected
Application
Cloud PRB1255028 Service account discovery times out causing the application
Management to be stuck
Application

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 ServiceNow | London release notes

Problem category Number Short description

Cloud PRB1256231 Stacks are visible to users who do not own the stack
Management
Application
Cloud PRB1257249 VMware discovery error: "Failed to create provider
Management com.snc.cloud.discovery.cfgmgmt.CfgMgmtDiscoveryProvider:
Application no thrown error"
Cloud PRB1258579 Catalog disappears from user portal when categories are not
Management associated
Application
Cloud PRB1240528 Blueprint TLR: Newly added custom attribute is missing after
Management blueprint import
Application
Cloud PRB1241370 Not able to select an event on the Add Form Load rule
Management
Application
Cloud PRB1283814 Errors occur on the stack item in the Cloud User Portal
Management
Application
Cloud PRB1242282 Blueprint catalog item changes are not preserved when a
Management blueprint form is published
Application
Cloud PRB1234401 VMware discovery fails on the
Management "VMWareGuestCustomizationProbe" after upgrade to Jakarta
Application
Cloud PRB1289974 Catalog items load slowly
Management
Application
Cloud PRB1236112 Cloud Account user interface is stuck with a 'Starting' status if
Management Discovery fails
Application
Cloud PRB1273100 Error occurs when generating catalog item from blueprint:
Management "You cannot select category [Compute] because it does not
Application exist"
Cloud PRB1275483 The display order on a blueprint provisioning form is not
Management preserved
Application
Cloud PRB1261356 After upgrade from Jakarta to Kingston, configuration content
Management is duplicated and operations do not work
Application
Cloud PRB1268420 When a Cloud API record is deleted, the associated MID
Management Server script files remain
Application
Cloud PRB1245840 Form rules are not working after blueprint import
Management
Application
Cloud PRB1259178 After upgrade to Istanbul patch 10, changes to
Management cmp_provider_extension_point are not preserved
Application
Cloud PRB1199193 The "Apply OperationApproval Policy" activity has a hard-
Management coded change type
Application

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Problem category Number Short description

Cloud PRB1242492 Necessary parameters are not marked mandatory in Image
Management templates
Application
Cloud PRB1271482 User portal freezes or experiences slow performance when a
Management user launches a stack
Application
Cloud PRB1273447 Hostname is not populated in the VM NIC cmdb_ci_nic table
Management after a VM is provisioned in Azure
Application
Cloud PRB1262099 Discovery plugin activation causes the error: "Table
Management 'sn_cmp_bp_rule_info' does not exist"
Application
Cloud PRB1249871 During cloud registration, the datacenter URL is not honored
Management
Application
Cloud PRB1251278 AWS billing CSV rows with a negative cost or a missing
Management RecordId are improperly skipped
Application
Cloud PRB1244931 Form rules do not work when with special characters in
Management parameter names
Application
Cloud PRB1280984 Blueprint form parameter 'UI datatype' does not show 'List
Management Collector' as an option
Application
Cloud PRB1282943 Cloud User Portal catalog item variables have incorrect
Management permissions for admins
Application
Cloud PRB1242473 After Azure discovery, OS and data disk information are stored
Management in wrong table
Application
Cloud PRB740861 After running AWS Discovery, the following error is triggered:
Management "IllegalArgumentException: Invalid uri"
Application
Cloud PRB1273046 Cloud User Portal experiences poor performance
Management
Application
Cloud PRB1238318 AWS billing discovery fails when the CSV file has a 'Cost'
Management column instead of 'Blended Cost' and 'Unblended Cost'
Application
Cloud PRB1266972 Azure alerts do not work if users have a password with a
Management special character
Application
Cloud PRB1267456 Discovery does not populate the operating system type
Management
Application
Cloud PRB1269279 Cloud account permission errors do not appear on the
Management Activity page
Application
Cloud PRB1256108 Newly and updated form UI groups disappear from Form UI
Management group
Application

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Problem category Number Short description

Condition Builder PRB1265733 Gaps occur in auto-number fields in task records with the List
v3 condition builder
Condition Builder PRB1100065 Special characters are removed when loading a report or
filtering lists using List v3
Condition Builder PRB1240144 Using the 'at or before' operator in the filter condition of an
alert group produces an error
Condition Builder PRB1262477 Condition builder shows date/time fields using a different
format
Configuration PRB1240759 CMDB Suggested Relationship table cmdb_rel_type_suggest
Management shows Sys IDs in the relationship field
Configuration PRB1204843 ClassCastException thrown top-level rule is also containment
Management rule when recomputing a business service
Database
(CMDB)
Configuration PRB1285689 Query builder query execution turns on verbose query tracing
Management
Database
(CMDB)
Configuration PRB1242469 CMDB Dashboard populates completeness/correctness score
Management incorrectly
Database
(CMDB)
Configuration PRB1210530 Instance experiences slow performance while querying CDDB
Management baseline items
Database
(CMDB)
Configuration PRB1244036 The itil and itil_admin roles are not assigned read and write
Management access on the cmdb_health_metric_pref table
Database
(CMDB)
Configuration PRB1261722 CI is not added in the "Impacted Services' related list after
Management refreshing impacted services
Database
(CMDB)
Configuration PRB1259137 Orphan CI dashboard does not show any record if
Management cmdb_rel_ci table has parent or child empty
Database
(CMDB)
Configuration PRB1287618 The "Edit Manual CI" button does not work under a CMDB
Management Group record when List v3 is active
Database
(CMDB)
Configuration PRB1274930 NullPointerException in CMDB Relation Health Job when there
Management are domains without any health failures
Database
(CMDB)
Configuration PRB1256359 Identification Engine null pointer exception error occurs the
Management WMQ pattern
Database
(CMDB)
Configuration PRB1277335 Calendar icons are aligned to the bottom of the start date and
Management the end date instead of beside them

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 ServiceNow | London release notes

Problem category Number Short description

Database
(CMDB)
Configuration PRB1251706 Relationship Type reference field has the incorrect default
Management value of 1
Database
(CMDB)
Configuration PRB1261904 Incorrect attribute 'Class' is available on reconciliation
Management definitions
Database
(CMDB)
Configuration PRB1263292 Mangled text in CI Class Manager when compact UI user
Management preference is enabled
Database
(CMDB)
Configuration PRB1247937 CMDB Health Reconciliation/De-Duplication Tasks do not have
Management their own prefix
Database
(CMDB)
Configuration PRB1262843 The identification simulation module causes the browser to
Management become unresponsive
Database
(CMDB)
Configuration PRB1251315 While processing 'skip duplicates' in the identification engine,
Management memory issues may occur with high numbers of duplicates
Database
(CMDB)
Configuration PRB1252679 Changing the selected CMDB Baseline on a CI Form returns
Management the user to the previous page if the CI is read-only
Database
(CMDB)
Configuration PRB1259556 NullPointerException can occur while creating
Management RecordCommitterForRelationCleanup
Database
(CMDB)
Configuration PRB1197952 Run time exception occurs after changing impact rules
Management
Database
(CMDB)
Configuration PRB947592 The CI relations formatter on the CMDB CI forms ignores the
Management dictionary display field and displays CI 'name' values
Database
(CMDB)
Configuration PRB1167901 CMDB dashboard relationship widgets do not calculate
Management properly
Database
(CMDB)
Configuration PRB1263137 Updated value on CMDB Health Metrics reverts to a different
Management value
Database
(CMDB)
Configuration PRB1256477 The first_discovered field does not get populated for existing
Management CIs upon the first discovery

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Problem category Number Short description

Database
(CMDB)
Configuration PRB1280234 CIs are missing in the relationship formatter when a CI has
Management relationships with endpoint CIs
Database
(CMDB)
Configuration PRB1243157 CMDBRuntimeException with message "not editable" is not
Management helpful or accurate
Database
(CMDB)
Configuration PRB1251488 Default suggested relationships do not include a child or
Management parent to form a pair
Database
(CMDB)
Configuration PRB1247840 Upgrades retain only the first section of the Virtual Private
Management Network cmdb_ci_vpn form in default view
Database
(CMDB)
Configuration PRB934800 Hovering over the reference icon for a Configuration Item on
Management the Incident form saves the record
Database
(CMDB)
Configuration PRB1274446 Identification engine can get into an infinite loop when finding
Management matching CIs and duplicates
Database
(CMDB)
Configuration PRB1261044 When editing a table that is not in the Global scope using the
Management CI Class Manager, it will incorrectly say changes were
Database successful and throw an error
(CMDB)
Configuration PRB1244875 The CI dashboard shows 'Not Applicable' under the
Management Correctness dashboard
Database
(CMDB)
Configuration PRB1244926 CMDB Scheduled Change formatter displays title twice and
Management expand icon does not function
Database
(CMDB)
Configuration PRB1248151 Identification rules with 'independent = true' leads to multiple
Management "runs on" relations
Database
(CMDB)
Content PRB1262260 Remove content from "CMS Admin Sitemap" content block
Management
System (CMS)
Contextual PRB1275971 When previewing a KB article that shows up in the Related
Search Results pane, if users click the back arrow that is presented
with the KB article, it does not return users to the record they
are editing
Contextual PRB1211357 The attachment link was missing when viewing the KB article
Search using the Contextual Search widget in Service Portal

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 ServiceNow | London release notes

Problem category Number Short description

Contextual PRB1155133 Contextual Search does not work as expected with a default
Search value in a Record Producer
Contextual PRB1248341 Contextual Search: When updating the values under table
Search configuration, the value of "Show action on new record" under
cxs_ui_action_config table is being reset
Contract PRB1249918 Contract History is not being created when a contract is
Management renewed
Contract PRB1290391 Monthly cost and Yearly cost on a contract always calculate in
Management USD even if the payment amount is made in a different
currency
Core Platform PRB1279988 Help text translation issue on catalog item in Service Portal
after the page reloads
Core Platform PRB1196560 Tags not showing in Database view
Core Platform PRB1244621 When two OOB business rules have the same order, one is not
executed because it depends on the other
Core Platform PRB1238125 Inserts into sys_script_validator failing during upgrade if a
validator for the same type exists
Core Platform PRB1254385 500 error message accessing scripterrorreporting.service-
now.com due to sys_whitelist_member.inserted events
Core Platform PRB1257374 SizeAwareness size estimation is additive when
ScriptableObjects are instantiated in a loop causing the size of
scriptable objects estimation to be larger than expected
Core Platform PRB1248570 X-Forwarded-Host validation does not validate values with
comma-separated multiple host names or if a single host
name has a trailing comma
Core Platform PRB1253248 Dot-walked workflow stage field states get forced to the stage
of the referencing table
Core Platform PRB1203898 current.work_notes.getJournalEntry(1) is not returning the
most recent work note when used in an "After Insert" business
rule
Core Platform PRB1263660 Usability Issue: Keywords that are stopwords: 'Issue' and
'broken' are not working
Core Platform PRB1244963 Option values of choice lists in UI page:
render_gadget_performance_controls are not translated
Core Platform PRB1235332 Records with empty sys_ids can be created and can cause
invalid cascade deletion
Core Platform PRB1244757 Business phone field cannot be updated when "Dynamic
Creation" is checked
Core Platform PRB1279628 Thumbnail images by <attachment>.iix?t=small causes
"Stream closed" in the system logs if the image does not exist
Core Platform PRB1241199 The Download All Attachments button does not include
duplicate file names, even if the content is different
Core Platform PRB1207110 JavaScript generated for conditions evaluating date or date
time variables is unable to evaluate dates
Core Platform PRB909987 Read action Cross Script error while reading a workflow
context for privately scoped table record
Core Platform PRB1247576 Exception thrown when processing code tags that contain <?=

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 ServiceNow | London release notes

Problem category Number Short description

Core Platform PRB1200618 Data Policy mandatory alert message cannot be translated
Core Platform PRB1171210 Table API - Dot-walked fields are returned with blank values,
but the request status is 200 (success)
Core Platform PRB1261823 When function definition of function field is provided,
improper syntax throws "Record not found" for the
corresponding table
Core Platform PRB1235252 An exception is thrown when the transform map calls the
script include function
Core Platform PRB1262690 The size of JavaScript objects is calculated incorrectly
Core Platform PRB1259731 When displaying dot-walked field choice fields, if the choices
are defined on an extended table, their value is displayed
instead of the label
CSM PRB1278954 Upgrading from Jakarta to Kingston changes the custom
Communities theme colors of CSM Portal back to the default colors
CSM PRB1209386 Communities form admins cannot see the Accept button in
Communities the answers section, and they cannot change Accept to true
or false via kb_social_qa_answer_list
CSM PRB1254470 Notifications and Subscriptions portal page cuts the KB article
Communities short descriptions after the colon ':' character
CSM PRB1257609 Change in the Primary header color is not reflected when
Communities value is changed through branding editor
Currency PRB1248691 CurrencyPriceOptimizer can generate a NullPointerException
when memory usage is high during a table reindexing process
Customer Service PRB1250863 Edit UI action not appearing on case table
Management
Customer Service PRB1259677 Flow designer: Upgrading from Kingston with the Field
Management Service Spoke plugin activated generates 203 Skipped Errors
Customer Service PRB1238935 The widget "Password Reset" installed by plugin "Customer
Management Service Base Portal" is using the legacy Password Reset URL
Customer Service PRB1261244 Customer Self Registration form: Links for "Privacy Policy" and
Management "Terms and Conditions" appear within special characters
Customer Service PRB1236382 CSM Portal: Email label appears twice on the contacts form
Management
Customer Service PRB1260932 Special handling notes are display multiple times in a session
Management
Customer Service PRB1256283 Upgrade Twilio JavaScript SDK to 1.4
Management
Customer Service PRB1262539 Instance upgrade reverts System Property
Management "glide.email.reply_subject_prefix" back to OOB (removing
"Case:") if it has not been modified by a user
Customer Service PRB1245153 Publications do not properly display all HTML elements. The
Management background colors and styles are missing.
Customer Service PRB1248095 OOB business rule "Sync company to account" is assigning
Management incorrectly
Customer Service PRB1178216 Approval process does not work in business-to-business
Management registration

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 ServiceNow | London release notes

Problem category Number Short description

Customer Service PRB1239602 Resolution Shaper plots without successfully fetching data,
Management and then gives errors
Customer Service PRB1236716 Delete inactive business rule 'Customer query rule'
Management
Customer Service PRB1261858 Choices added to sn_customerservice_case choice sets
Management (added as part of "Customer Service" plugin) are deleted
upon upgrade
Customer Service PRB1246407 Contact names (profiles) are not showing up when
Management snc_external contacts reply to Social QA items
Customer Service PRB1203165 Encrypted field is conflicting with
Management 'sn_customerservice.customer_admin' role
Customer Service PRB1237808 Resolution Shaper (com.sn_resolutionshaper) contributes to
Management 13s load time when querying the email field
Customer Service PRB1263609 Attempts to associate knowledge articles with cases
Management generates errors
Customer Service PRB1256761 The Japanese version of the CSM case timeline is showing an
Management additional character "s" after time unit
Customer Service PRB1206486 URL which includes '%2B' (a plus sign) could not be decoded
Management successfully
Customer Service PRB1290619 Cannot generate client script for Customer Service State Flow;
Management getting an error about cross-scope access
Customer Service PRB1250874 OpenFrameAPI 1.0.2 backwards compatibility is broken
Management
Customer Service PRB1246056 Close notes and field changes are copied twice to the activity
Management log when closing a case
Dashboards and PRB1248139 Illegal character URL encoding error occurs while exporting a
Home Pages dashboard tab in PDF
Dashboards and PRB1261599 Report errors occur when the URL length reaches up to the
Home Pages max value
Dashboards and PRB1245432 When adding content to a PA dashboard, users without the
Home Pages report_on ACL for a table prevents them from filtering for
existing reports on the table
Dashboards and PRB1290912 Display issues in dashboard in RTL language (Hebrew), such
Home Pages as widgets overlapping and tabs not showing full tab titles
Dashboards and PRB1248505 When accessing Homepages from the Navigator with
Home Pages keyboard commands, the user must tab through the
remaining Navigator options for the focus to reach the
Homepage content (Accessibility concerns)
Data Certification PRB1268144 The Certification tasks show multiple check boxes when in
closed complete state
Data Certification PRB1234990 Users with 'certification' role cannot update cmdb_ci records
as expected
Data Certification PRB1211282 Data Certification task contains a list with the "Certification
Task Element" field, and its filter is broken for "is one of"
condition
Data Certification PRB1245834 Filtering the table on the Certification Task form displays
records which do not need certification
Data Certification PRB1203069 Certification task does not work correctly on IE11

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 ServiceNow | London release notes

Problem category Number Short description

Data Certification PRB1286931 Certification users do not see images attached to the schedule
definitions, as these are only visible for the certification admin
Debugger PRB1240746 Patterns do not use the affinity table
Delegated PRB1174111 A delegated developer is able to update the fields of the table
Development outside of the scope even with "allowed configuration" turned
off
Delegated PRB1112891 The delegated_developer role blocks access to script fields in
Development the global scope
Demand PRB1268305 Demand Management creates two new Save UI actions on the
Management form, making it possible to have both of them on the form at
the same time if the sys_property is set to True
Demand PRB1254563 Demands in 'Completed' state are going back to 'Approved'
Management state when updating via the portfolio workbench
Demand PRB1244962 Setting a TeamSpace Demand to State = "Completed" (9) has
Management the effect of setting State to "Screening" instead
Demand PRB1248988 Demand Stage Config record points to an image that does not
Management exist
Demand PRB1264810 Users with it_demand_manager and assessment_admin roles
Management see the message 'User not allowed to access table:
dmn_demand' when viewing an Assessment Metric Type
Condition
Demand PRB1041896 Create Project UI action does not populate Affected CI on the
Management project record
Dependency PRB1286865 In dependency map, if multiple CIs are related to same
Views (BSM Map) endpoint CI, then only one CI and its relation is shown
Dependency PRB1260168 Virtual Group into a Cluster Group causes a duplication when
Views (BSM Map) expanding the Cluster
Dependency PRB1262126 Users without permissions to specific rows in the TASK table
Views (BSM Map) do not get any indicators
Discovery PRB1283734 Credentialless discovery appears to classify network device
(Cisco IOS) as a computer (Apple iOS) instead of switch/
router
Discovery PRB1242682 Lookup tables do not update when changing the identifier
Discovery PRB1234002 If the network adapter name is null, Windows network adapter
information is not populated
Discovery PRB1236611 Duplicate SQL instances created when a windows (SQL)
cluster fails over
Discovery PRB823474 Discovery of some device types result in a 'Product' model
record rather than a more specific type of model record
Discovery PRB1238294 Discovery sometimes does not complete on successive runs of
a schedule
Discovery PRB1251107 First time discovery of ESX servers can remove vCenter CI
relationships
Discovery PRB1266263 Duplicate entries occur in the dscy_router_interface table
Discovery PRB1252485 The 'nginx' script include throws an exception when the IP
version is IPv6

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Problem category Number Short description

Discovery PRB1255130 MID Server selection in Cloud Application Discovery does not
support domain separation
Discovery PRB1241282 SNMP probes do not end when OID values 'noSuchInstance'
or 'noSuchObject' are received
Discovery PRB1200073 Discovery for ESX servers is not populating the Operating
System field correctly
Discovery PRB1209212 Discovery does not populate the relationship field on
cmdb_ci_disk and cmdb_ci_filesystem
Discovery PRB993381 VSphere Discovery fails when FQDN is provided instead of the
IP address
Discovery PRB1179547 MID Server fails after downgrade from Jakarta to any pre-
Jakarta release
Discovery PRB1248901 Slow 'ASYNC: Discovery - Sensors' scheduled job
Discovery PRB1263374 PowerShellProbe does not work with WinRM using HTTPS
Discovery PRB1263701 Discovery creates only one record for multiple network
adapters with exit interface routes and next hops
Discovery PRB1250810 Errors with the 'SNMP - Identity' probe: Error: No close tag
string: <CIData><data>
Discovery PRB1267628 vCenter VMsSensor flip-flops the object_id for VMs or
templates with duplicate vm_instance_uuid
Discovery PRB1255690 Sensor 'UNIX - OS Uptime' causes error when discovering the
CI for the second time with glide.sys.date_format 'dd-MM-
yyyy'
Discovery PRB1194221 An 'undefined' warning appears in the Discovery log and
Solaris/AIX/Unix ADM sensor log
Discovery PRB1281985 Credential-less discovery creates CIs with fqdn as the
hostname even though
'glide.discovery.hostname.include_domain' is set to false
Discovery PRB1241570 The probes 'Solaris - Zones' and 'ADM Launcher Multiple'
triggers warning message: "zoneadm: not found" when
running discovery on a Solaris host
Discovery PRB1241891 If a classified application triggers a pattern, the CI is not be
created until after mapping runs
Discovery PRB1210223 The ECC Input is processed by a 'Guest user' when the MID
Server username includes a backslash character
Discovery PRB1242750 Storage servers are not explored if 'ElementName' and
'SerialNumber' are missing
Discovery PRB1236133 CIM exploration probes can take an excessive (12+ hours)
amount of time
Discovery PRB1238084 Discovery probes with use_getbulk set to 'true' disregard the
SNMP v3 discovery schedule setting, which causes unwanted
queries of the target
Discovery PRB1239071 Network path information is not populated for Netscaler with
probes/sensors
Discovery PRB1249910 The "Discovery - Complete" business rule is changed from a
'before' to an 'after' business rule

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 ServiceNow | London release notes

Problem category Number Short description

Discovery PRB1208905 Windows Storage 2012 sensor error occurs after upgrade from
Helsinki to Jakarta
Discovery PRB1211443 With the introduction of MariaDB, Match_rgx is not valid for
HBase
Discovery PRB1234467 SNMP V3 credentials with no password give cryptic error
message - "java.lang.IllegalArgumentException: Parameter
value may not be null"
Discovery PRB713995 MID Server selection throws an exception after the Capability
check fails
Discovery PRB1149780 Discovery for Solaris 11 throws the error: 'KSH – showrev not
found'
Discovery PRB1239294 Shazzam does not honor active flag on port probe
Discovery PRB1248790 Storage reconciliation does not work without target IQN
Discovery PRB1261384 Guest not created when MAC not available for guest
Discovery PRB1245852 IP address type discoveries fail with an exception if the
classification debug property
"glide.discovery.debug.classification" is true
Discovery PRB1192173 SNCSSH rejects large inbound packets with the error "Corrupt
packet received, claims impossible length of <32k+> bytes"
Discovery PRB1242731 Process classifier creates multiple applications ignoring
classification criteria
Discovery PRB1244353 The 'SNMP - F5 BIG-IP - System' probe and sensor always set
the load balancer service operational status to non-
operational
Discovery PRB948355 The 'find -L' command sometimes hang on Linux servers
Discovery PRB1173039 vCenter does not reconcile VM-to-ESX relationships when a
VM is migrated
Discovery PRB1262170 The 'Location' field on the Hyper-V server is not set after
running Discovery
Discovery PRB1252142 Credential-less discovery is triggered even when it is not
enabled
Discovery PRB1266435 Pattern Designer error
'org.codehaus.jackson.map.JsonMappingException'
Discovery PRB1195015 SNMP community strings are displayed in the ECC Queue
from the Shazzam input
Discovery PRB720081 During NetScaler device discovery, 'vsvrName' returns a hash
instead of server name if entity name exceeds 32 bytes
Discovery PRB1236302 No indication on ECC Queue input record status about
payload size exceeding max length
Discovery PRB1095503 Many-to-many records with blank reference fields are often
not validated
Discovery PRB1238866 Nested resource pools in vSphere are not handled correctly
Discovery PRB1260239 Several external credential store fields do not appear
Discovery PRB1261152 Steps do not work in the HP-UX Server pattern
Discovery PRB1250645 DNS resolution failures on SFTP imports send the worker
thread into a hung state

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Problem category Number Short description

Discovery PRB1269456 Integrations timeout or receive a RejectedExecutionException
with use of the API_INT semaphore set
Discovery PRB1254508 Shazzam causes Linux secure log warnings and can trigger
OSSEC to block subsequent access
Discovery PRB1248223 SCCM 2012 v2 Computer Identity transform fails with "Object
has exceeded maximum permitted size of 268435456"
Discovery PRB1186554 Discovery deletes or fails to update the cmdb_ci_file_system
relationship 'Provided by - Disks '
Discovery PRB1279444 vCenter WSDL check fails to catch SSL handshake hang
Discovery PRB1281592 NetApp provider does not support querying SVMs and HTTPS
protocol
Discovery PRB1241196 NetApp pattern does not support NetApp clustered
environment properly
Discovery PRB1234661 Discovery deleteEntities query in DiscoveryErrorMessageDAO
is causing impact to the instance database
Discovery PRB1236541 Unable to discover VLAN data from Cisco switches that
require the SNMPv3 context
Discovery PRB742357 Mongo DB is not visible to ITIL users
Discovery PRB874481 When two load balancers have the same serial number, both
load balancer reconcile as one
Discovery PRB1104438 Domain Separation plugin activation does not create
sys_domain and sys_domain_path columns in the
cmdb_ip_service table
Discovery PRB1237671 List operations on CMDB tables are slower on average than
other types of list operations
Discovery PRB1118340 CMDB tables have the same label
Discovery PRB1238331 Discovery schedules may not complete if there are many
concurrent pattern-based discoveries to the same target
machine
Discovery PRB1167118 Discovery console options not followed when discovering
devices
Discovery PRB1275730 Updates to storage volume CIs cause warnings from
StorageDataSize
Discovery PRB1267067 The ops view event integration does not work even though
connector testing succeeds
Discovery PRB1252594 Script include "DeviceL3Mapping" does not filter on
install_status=1, which creates spurious IP Connection
relationships
Discovery PRB1246829 Linux - Azure probe falsely check is_virtual flag on physical
Linux machines
Discovery PRB1258317 Discovery of layer 2 tables can leave the current data as
absent=true
Discovery PRB1284693 The 'Cloud Application' field is missing on the Schedule form
after activating the Discovery Core plugin
Discovery PRB1289907 Debug session auto reconnect does not sync on the events/
parsing strategy

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 ServiceNow | London release notes

Problem category Number Short description

Discovery PRB1244327 Incorrect storage probe triggered during Windows client
discovery
Discovery PRB1236653 SAN zones, aliases, and other fields can have values longer
than the allowed field length
Discovery PRB1238548 Migration of VM between vCenters causes a duplicate VM to
be created
Discovery PRB1277588 Dell KE causes serial number to not be found in Discovery
when running ESXi6
Discovery PRB1249668 Shazzam encoding for IPs is inefficient and leads to nodes
running out of memory
Domain Support PRB1200477 Domain separation table's sys_domain column is out of sync
with sys_id
Domain Support PRB1239309 When the Domain Hierarchy Validation nightly job begins to
starve on the DB connection, domain-enabled tables are
marked as "corrupt"
Domain Support PRB1253253 Importing domain records without the parent domain record
results in a null or invalid domain path
Domain Support PRB1248716 Importing domain records with invalid data (code, path)
should not be allowed
Edge Encryption PRB1193533 Edge Encryption rules engine should handle all valid request
types appropriately without error logs
Edge Encryption PRB1193131 The sysparm_query parameter in Http POST request
containing 'SUBQUERY' is modified to an invalid value when
passing through the Edge proxy
Edge Encryption PRB1282754 Connecting in EdgeProxy to a Kingston instance causes the
Post button to disappear when the save button is pressed
Edge Encryption PRB1247084 Manual upgrade to Jakarta on Windows throws a
RuntimeException error
Edge Encryption PRB1258699 'Delete' UI Action on the
sys_platform_encryption_configuration table hides the out of
box Delete UI Action on the Global table
Edge Encryption PRB1270146 Auto AHA transfers leave four edge proxies in an
unresponsive state
Edge Encryption PRB1238902 Clicking post and save (on after another) on an encrypted
journal field, results in the value being prepended with
_123STREAMENTRY321_
Edge Encryption PRB1260310 Problem with RSA key validation mixing proxies from Geneva
or Helsinki, with Istanbul or newer versions
Edge Encryption PRB1263256 Unable to connect to Edge proxy via load balancer if the
proxy and LB are running on different ports
Edge Encryption PRB1290633 Edge Encryption rule signature fails validation for rules
created with order greater than 1000 in locales where the
thousands separator is not a comma or dot
Edge Encryption PRB1236678 Restricted permissions on Edge GUID file cause spam of
errors in logs
Edge Encryption PRB1260644 Inactive rules are saved on the proxy side and validated on
startup, adding validation time and slowing the process

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 ServiceNow | London release notes

Problem category Number Short description

Edge Encryption PRB1249284 Upgrading the Edge Proxy is generating a new folder for each
upgrade run, rather than reusing the existing folder and
creating a backup
Email PRB635843 Inbound email actions action type "reply email" does not work
Email PRB1201421 Background color on a table row does not work when viewing
the Sent email in the Activity Formatter, or the Preview HTML
Body of the email record
Email PRB700338 Business rules that are triggered by a scoped app inbound
email action defined within a script set the wrong record to
"current"
Email PRB1181773 "Core Instance Properties" clone data preserver preserves
email-related properties, preventing inbound actions from
running after a clone
Email PRB1284009 The recipient fields in the Compose Email popup no longer
allow users to press <Enter> to select a matching recipient
without first selecting the user from the suggestions list
Email PRB1236131 Email watermark is not accessible with scoped application
Email PRB1237513 Notification categories are not being translated in the new
Notifications UI
Email PRB1238374 Email body is truncated when
com.glide.email.max_body_bytes is set to a value larger than
the body of an email
Email PRB1239271 IE11 produces duplicate watermarks when using an email client
Email PRB1248404 Notifications sent to a group might not add some users acting
as delegate if they were already included as a recipient
Email PRB1240504 Email addresses surrounded by quotes are discarded from an
inbound email and not stored in relevant email fields
(recipient, copied, etc.)
Email PRB1234909 Notification preview shows different language choice list
values than what is sent in outbound email notifications
Email PRB1235296 Notification form does not display with glide.ui.escape_text =
false
Email PRB1180659 Email client templates do not render correctly when the
sys_email body field has an internal type of "html"
Embedded Help PRB1248239 "Embedded Help Trigger" is logging a
StringIndexOutOfBoundException
Embedded Help PRB1248339 Reduce Embedded Help CDN logs (warnings and errors) from
the instance
Event PRB1242242 SLA does not calculate (close the SLA) when the alert is
Management closed
Event PRB1277549 Issues occur when running more than one groovy connector
Management (SCOM) on the same MID Server
Event PRB1254446 The 'evt_mgmt_user' role does not need 'timeline_user' role
Management
Event PRB1247191 After upgrading from Helsinki to Jakarta, users cannot open
Management existing event rules
Event PRB1260192 Creating Event Rules through Events and Groups failed with
Management ArrayIndexOutOfBoundException

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 ServiceNow | London release notes

Problem category Number Short description

Event PRB1239850 Service group severity is incorrect after changing a service to
Management maintenance
Event PRB1280849 New line characters are removed from 'Description' for events
Management coming from the MID Server
Event PRB1198180 Improve or delete the job that deletes worknotes on alerts
Management
Event PRB1272323 Issues occur when building the impact tree for a business
Management service with many CIs
Event PRB1260545 Incorrect "Regex" creates <<UNKNOWN>> on some fields the
Management 'em_alert' table
Event PRB1262623 Task value on SCOM is updated with a NULL instead of the
Management Incident number
Event PRB1251027 The status of resolved in vRealize Operations alert is never
Management updated
Event PRB1245920 Reported event time is wrong and same event is reported
Management several hours
Event PRB1278975 After Dashboard refresh, the services tree jumps back to the
Management root
Event PRB1241232 HP OMI connector fails to parse when the date format is string
Management
Event PRB1272279 PRTG integration not using local system dates
Management
Event PRB1264437 Multiple "The related alert AlertXXXXXXX state is Closed"
Management Work Notes appear on the related incident after it is closed
Event PRB1256493 Catastrophic backtracking in regex defined in em_match_field
Management can cause Event Management process events job to fail and
leave events in a queued state
Event PRB1194011 Slowness while accessing the Event Management dashboard
Management
Event PRB1241027 HP OMI connector does not bring in events for HPOMI
Management instances in a different time zone
Event PRB1234970 Upgrading event rules using the UI action failed
Management
Event PRB1272236 After the upgrade/insertion, the field is truncated and events
Management are not processed
Event PRB1277927 The OMI connector does not create events on the em_event
Management table
Event PRB1234662 After an upgrade to Jakarta, legacy binding by rule (to a
Management specific CI type) fails to work and does not create alerts
Event PRB1291229 If the 'Additional info' on an event has a field containing
Management 'incident', Event Management adds a task with the sys_id of
the value of the JSON field
Event PRB1253439 VRealize connector out of box configuration loads MID Server
Management JVM Memory/CPU to 100% and throws out of memory
exceptions
Event PRB1245637 Self health alerts should be enabled by default to assist
Management detection and troubleshooting of processing issues

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 ServiceNow | London release notes

Problem category Number Short description

Event PRB1247898 Impact is invalid for the application cluster
Management
Event PRB1238160 Business service groups with many business services and
Management groups fail to show alerts in the dashboard
Event PRB1274189 OOB SolarWinds regex pattern is not working (Solarwinds
Management Node Status)
Event PRB1238990 After upgrading to Jakarta, events are matching with incorrect
Management rules
Event PRB1260093 Cannot add formatted text into the description field for event
Management rules
Event PRB1240745 SCOM bi-directional not working if the SCOM user password
Management contains special characters
Event PRB1235871 Event rule in a domain will not be upgraded automatically to
Management Jakarta
Event PRB1272724 The same property is used in Event Management to control
Management reading of the alert table and alert history
Event PRB1237777 Open alert is not updated correctly
Management
Event PRB1260213 Incident not reopened when event is repeated
Management
Express PRB1260179 The knowledge_manager role is deleted on the Express to
Enterprise upgrade
Express PRB1234694 When an approval is set to "any of," and two approvers
approve the change simultaneously, the second tier approvers
are set to "No longer required"
Express PRB1191482 Many OOB notification plaintext views display NO Message or
Message Text. The OOB notifications default editor varies.
Express to PRB1240959 Clean up unrequired user updates related to ACLs
Enterprise
Express to PRB1201552 On converted instances, the property
Enterprise glide.security.admin.override.accessterm is set to false,
preventing admin access to many tables
Express to PRB1249595 Application menu: System notification remains INACTIVE in
Enterprise post-conversion instances
Express to PRB1261938 Diagnostics Page does not load on Express to Enterprise
Enterprise conversions
Express to PRB1201241 After a conversion from Express to Enterprise, the * ACL
Enterprise needs to grant access to admins by default
Express to PRB1235515 View-specific UI policies cannot be created on Enterprise
Enterprise instances converted from Express
Express to PRB1251365 Express to Enterprise Upgrade - Unable to add "Dynamic" or
Enterprise "Advanced" Reference qualifiers
Express to PRB1244040 The inbound email action 'Guest Request Comments' is
Enterprise missing after conversion
Express to PRB1249246 The Autoclose property 'glide.ui.autoclose.time' value gets
Enterprise updated, which causes incidents to close prematurely during
the conversion process

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 ServiceNow | London release notes

Problem category Number Short description

Facilities Service PRB1277975 Incomplete message added to work notes on sm_order tables
Management
Field PRB1237681 Field normalization's rollback is using the removed rollback
Normalization engine
Field PRB1236109 User with admin role unable to add new record to
Normalization Normalization Data Services > Normalized Mappings
Field Service PRB1236609 FSM work orders are not getting closed even when all tasks
Management are closed
Field Service PRB1238922 On the Central Dispatch page, no agents are available for
Management dispatching the Work Order Task if Use agent or task
scheduling is not enabled
Field Service PRB1259089 Multiple SM config modules are being created
Management
Field Service PRB1259403 Read ACLs on wm_order and wm_task throw an error
Management
Field Service PRB1210129 When the signature capture and pdf order Summary on Field
Management service configuration are enabled, they are not saved when
the table label name has special characters
Field Service PRB1275496 Header title and close icon are missing in the Central Dispatch
Management screen
Field Service PRB1288931 The agent calendar weekly view displays a multi-day event
Management only on the first day and not on all days
Field Service PRB1257216 OOTB "start work" UI action does not work in a work order
Management task
Field Service PRB1184419 Upgrade reverts the related list customizations of
Management sm_part_requirement to OOTB
Filter Builder PRB1080802 List v3 treats a "/" character as a separator in the 'is one of'
filter
Filter Builder PRB1243811 A customized table list does not search the choice list column
properly, which affects usability
Filters PRB1235228 On List V3 on Jakarta when a user with role filter_group try to
share a filter, it shows all the groups where user supposed to
see only groups they are part of
Filters PRB1238132 Related List Condition is not working when using "Incident
State" as the filter
Filters PRB1002900 Queries against decimal fields return unexpected results when
instance locale uses a comma as the decimal separator
Filters PRB1250231 On CMDB tables, the 'Configure -> All' context menu option is
only filtering on the specific table the record is on
Filters PRB1235337 SLA conditions on a select box variable throw errors when the
sys_id of the variable starts with a number
Filters PRB662447 Catalog filter condition for variables is not working for
multiple conditions using AND
Filters PRB1246836 Auto-complete does not work with records with display value
as a Translated Text or Translated Field when using a
translated language
Financial PRB1284530 Activating the Financial Management plugin does not install
Management proper roles

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Problem category Number Short description

Financial PRB1274390 Portfolio budgets are not promoted to the budget console
Management after the Kingston upgrade
Financial PRB1236738 The budget items are not rolling up in the budget preview
Management
Financial PRB1253708 CIO Dashboard widgets no longer display data after
Management upgrading to Kingston
Financial PRB1104965 Cost Center is getting changed to "IT Infrastructure" when
Management changing the name from "IT Infrastructure and Operations" to
"Infrastructure & Operations"
Financial PRB965356 OOB Linux and Unix server forms contain the legacy related
Management CI formatter instead of the new CI formatter
Financial PRB1250676 Cleansing data makes the general ledger cleansed data table
Management to grow continuously
Financial PRB1248423 Amounts are not rolled up when the segments have fiscal
Management validity configured
Financial PRB1240545 Performance issues due to leaf level granularity in breakdown
Management lines
Financial PRB1203702 Unable to allocate the "Hardware Depreciation" and "Internal
Management Labor" buckets to the components segment's accounts in the
workbench
Financial PRB1079953 Trying to add companies in the "Mapped to Company" column
Management causes performance issues when there are already many
companies
Financial PRB1266068 Account is assigned to the incorrect bucket during bucketing
Management on the Financial Workbench
Financial PRB1268585 ITFM workbench is missing a few HTML files after the upgrade
Management
Financial PRB1248422 Weight maps are generated when no data is available for the
Management selected fiscal period and "enforce life span" is enabled
Financial PRB1209942 Budget console drill detail at a period level does not work
Management correctly
Financial PRB1235884 Cost plans spanning across fiscal years are not promoted
Management
Financial PRB1256811 "Create New" button on the budget definition workbench
Management page is disabled
Financial PRB1284720 Project Actual Cost (pm_project.work_cost) is set to user
Management session currency
Financial PRB1239896 Wrong currency displays in the Workbench for a promoted
Management project with cost plans consisting of different currencies
Financial PRB1236282 Custom data source segments are broken
Management
Financial PRB1236961 Changes to field mappings/segments or hierarchy is not
Management reflected immediately
Financial PRB1109905 ITFM Workbench: Incorrect currency is displayed for Allocated
Management Buckets
Financial PRB1239189 Project Actuals are not rolling up to the Portfolio level
Management

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 ServiceNow | London release notes

Problem category Number Short description

Financial PRB1246365 When choosing years to display for fiscal calendar generation,
Management there is a restriction of -10years to +10years
Flow Designer PRB1244630 Corrected the choice list label "Dropdown with Default Value"
Flow Designer PRB1245801 Script Output Variable Type for True/False is not being
respected
Flow Designer PRB1284215 Condition used in a subflow does not go into the Else loop if
the condition fails
Flow Designer PRB1287321 Getting a "Flow not found" error when opening a flow
Flow Designer PRB1270744 Copying flow also copies remote trigger id
Flow Designer PRB1248783 Pasting RTF to content editable fields adds unnecessary texts
Flow Designer PRB1262454 "Ask for approvals" action does not clean up all watcher
records if one of them has been triggered and completed
Flow Designer PRB1291059 Unable to select 'Application' while creating a new Flow
Designer if the 'com.glide.ui.concourse_app_picker' plugin is
Inactive
Flow Designer PRB1266327 A reference field with attribute
"ref_auto_completer=AJAXReferenceChoice" only allows
choice mappings
Forms and Fields PRB709851 UI16 on tablet: Slushbucket (list collector) shows 0 items in
available and selected lists even when items are present
Forms and Fields PRB740309 Mobile Service Catalog: When using JavaScript for default
values, returning an empty value displays the JavaScript
instead of an empty field
Forms and Fields PRB1276720 Setting the payload_name of a wizard answer
(sys_wizard_answer) causes form to stop rendering or display
a Jelly error
Forms and Fields PRB1210372 Dependent field is not honored when set via client script (v3
only)
Forms and Fields PRB737755 Cannot add an address to the Watch List - Email field
Forms and Fields PRB1105582 Images embedded in HTML content are unexpectedly
uploaded by TinyMCE every time a record is opened
Forms and Fields PRB1237769 Mobile app - Assigned to field does not honor dependent field
of Assignment group when Assigned to is selected first
Forms and Fields PRB1274369 Knowledge of 'wiki' type converts escape wiki text on edit/
save
Forms and Fields PRB1281108 UI page: ui_multiline_input_field is not accessible from
processing script
Forms and Fields PRB1238731 Messages for the field status = Conflict on Change Requests
do not always appear in the correct language
Forms and Fields PRB1277936 View rules in domain-separated instances are not always
applied
Forms and Fields PRB1195085 Currency fields set to read-only through UI Policy or Client
Script do not honor value changes made through client scripts
Forms and Fields PRB1242317 Tooltips for form field labels are not accessible to keyboard
users

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 ServiceNow | London release notes

Problem category Number Short description

Forms and Fields PRB1192118 Tooltip for HTML field help icon is not visible when the field is
positioned at the top of a form section, with tabbed forms
enabled
Forms and Fields PRB1284783 Inactive field appears on the form
Forms and Fields PRB1271122 On Knowledge article, 'valid to' date displays as '10-10-0022'
when date format is dd-MM-yyyy
Forms and Fields PRB1283255 When glide.sys.date_format = dd-MM-yyyy, date values are
corrupted
Forms and Fields PRB1271722 List control filters are not working
Forms and Fields PRB1160414 Watchlist reference icon activates on hover only and is not
keyboard accessible
Forms and Fields PRB1244429 The g_form.setValue does not work for Date and DateTime
fields on Mobile
Forms and Fields PRB1244655 Focusing in and out of an HTML field with multiple carriage
returns causes the field to be marked as modified/dirty form
Forms and Fields PRB1237207 The string <value 1> was <value 2> in activity formatter is
wrongly composed, leading to meaningless translation
Forms and Fields PRB868761 Label URL is not translated and uses the English label URL
value when switching to another language
Forms and Fields PRB1184026 Errors in JavaScript console when creating a Change Type
Forms and Fields PRB1252533 Checklist formatter is not working on UI15
Foundation PRB733904 Client script "Populate Caller Location" on Service Order
(sm_order) uses getReference inefficiently
Foundation PRB1247011 Submitting a Security Incident Response record via the record
producer produces an error
Governance, Risk PRB1236218 Unable to update an Authority Document's Active field from
and Compliance true to false
Governance, Risk PRB1241594 When a user creates multiple test plans to one control, creates
and Compliance a new engagement, and links the profile to the engagement,
only one test plan is displayed
Governance, Risk PRB1235902 Navigating to Audit > Engagements > Workbench, causes
and Compliance audit_workbench to display for a second and then the
homepage reloads
Governance, Risk PRB1237536 When a user chooses a "Multiple Selection" control In the
and Compliance Questionnaire Template Designer, it does not display the
control type, the question, or the choice
Governance, Risk PRB1254560 When the Risk framework is set to inactive, the related Risk
and Compliance Statements are not deactivated
Governance, Risk PRB1258676 The "Add" button for upstream/downstream profile filters
and Compliance does not display the correct profiles
Governance, Risk PRB1114228 Out of the box GRC Policy & Compliance UCF does not set
and Compliance Authority Documents to read only in the list view
Governance, Risk PRB1242729 After the GRC plugin is installed and a survey URL is entered
and Compliance in the browser, Survey > User does not display the question on
the public survey

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 ServiceNow | London release notes

Problem category Number Short description

Governance, Risk PRB1235882 When creating a new GRC Audit Engagement, the newly-
and Compliance created number is prepended with whatever contents were
added to the NAME field
Governance, Risk PRB1191193 Performance Analytics Premium Integrations plugin creates
and Compliance several invalid ACLs
Governance, Risk PRB1238144 The control status does not change, regardless of whether an
and Compliance indicator passes or fails
Guided Tours PRB1241461 Guided tours show several warning messages in logs:
"EmbeddedHelpUtil" is not defined.
Guided Tours PRB1289480 React Js is running on all lists and forms even if guided tours
do not exist, causing performance browser degradation
Guided Tours PRB1246335 Saving the first step in an OOB Guided Tour causes a
Duplicate entry error message
Guided Tours PRB1248278 When creating a tour, slushbucket "roles this tour is for" is
empty when the system property
"glide.invalid_query.returns_no_rows" is set to "True"
Guided Tours PRB1254165 Guided tour ends because the next step was not found
Guided Tours PRB1238560 Guided tours do not work on personalized lists with the
"Personalize List Columns" feature (blue gear icon with a blue
dot)
HTML Editor PRB1253082 Hovering over a question mark icon in a text field displays the
wrong information
HTML Editor PRB1273526 TinyMCE is not able to load any language besides English
Human PRB1281549 Unable to use 'Templated Snippets' if the HR plugins are not
Resources installed
Human PRB1259107 The KB knowledge base is not entertaining the HR criteria
Resources
Human PRB1251840 HR Integration - Coding typos
Resources
Human PRB1151895 Incorrect alignment on generated PDFs for HR cases from a
Resources template
Human PRB1271440 On HR cases, users with template snippet read and write roles
Resources cannot see images (sys_attachment) on the template snippet
Service
Management
Human PRB1273333 User can select an HR Service they cannot read on case
Resources creation page
Service
Management
Human PRB1248935 Activating Human Resource Scoped App: Core & Service
Resources Portal Applications creates records in sys_user_has_role table
Service with empty roles
Management
Human PRB1265737 In HR case, user can click outside the dialog box and save the
Resources state as 'Suspended'
Service
Management
Human PRB1242764 After enabling the HR scoped application plugin,
Resources "sysapproval_approver" is slow to load the approval form

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Problem category Number Short description

Service
Management
Human PRB1243015 HR Services - Deactivating some services did not remove
Resources some that still appeared in the reference lookup
Service
Management
Human PRB1290209 HR matching rules / assignment logic does not work correctly
Resources if the user changing draft state does not have permission to
Service read cases
Management
Human PRB1272857 HR Task templates are not editable from $sm_templates_task
Resources page
Service
Management
Human PRB1271193 Email icon/attribute not added OOB to
Resources (sn_hr_core_case_total_rewards) table
Service
Management
Human PRB1249087 Source field on User has incorrect type
Resources
Service
Management
Human PRB1252970 Workday - Outbound service references inbound user name &
Resources password
Service
Management
Human PRB1281100 Assign HR Roles causing schedulers to flood with system
Resources trigger jobs
Service
Management
Human PRB1283436 Workflow is not canceling when HR Case is moved back to
Resources "Ready" state from "Awaiting Acceptance"
Service
Management
Human PRB1273176 Changing logo image of the standard "HR Header Block" is
Resources not visible to non-admin users in HR portal index page
Service
Management
Human PRB1277239 Pointer does not point to exact location on Signature pad
Resources
Service
Management
Human PRB1285939 HRJ Case Info widget does not support translation
Resources
Service
Management
Human PRB1271518 When system property
Resources 'com.snc.signaturepad.retrieveSignature' is set to false, canvas
Service section of the Signature Pad does not display
Management
Human PRB832069 "Download Template" in bulk case creation not working
Resources

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 ServiceNow | London release notes

Problem category Number Short description

Service
Management
Human PRB1239049 Variables are not translated in the Description of an HR Case
Resources from the record producer
Service
Management
Human PRB1249994 When HR demo data is deleted, it reappears after an upgrade
Resources to a newer release version
Service
Management
Human PRB1246165 HR API 'HRSecurityUtils.userReportsTo' only works for direct
Resources manager/subordinate relationship
Service
Management
Human PRB1278805 Approval via email does not always move case to approved
Resources
Service
Management
Human PRB1193875 Failing widget: 'HRI Task Panel'
Resources
Service
Management
Human PRB1243168 Non-role users can create HR categories through "Manage
Resources Human Resources Catalog" module
Service
Management
Human PRB1275797 Template issue in HR Cases
Resources
Service
Management
Human PRB1239942 Creating a record through an HR record producer creates a
Resources dummy insert first, then updates the proper information
Service
Management
Human PRB1242851 In the HR scoped application, script Include: hr_Filters is
Resources inefficient
Service
Management
Human PRB1291098 Generated PDF attachments from life cycle events are not
Resources named correctly when document is signed
Service
Management
Human PRB1267844 Failing to set the table width when generating PDF
Resources
Service
Management
Human PRB1255221 Business rule "Restrict query" on table Bank Account
Resources sn_hr_core_profile_bank_account contains reference to field
Service that does not exist
Management
Human PRB1255775 The getByFormat method for GlideDate returns the incorrect
Resources year with certain combinations of formats and dates

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 ServiceNow | London release notes

Problem category Number Short description

Service
Management
Human PRB1247565 After deactivating HR Templates, an inactive HR Template was
Resources applied
Service
Management
Human PRB1280230 The show_hr_profile UI macro can unnecessarily query many
Resources records
Service
Management
Human PRB1194697 Regular expression errors occur when generating PDF
Resources document
Service
Management
Human PRB1241480 HR template not getting applied to the HR task
Resources
Service
Management
Human PRB1270966 Rendering issue with nested bullet points in PDFs generated
Resources from HR Document Templates
Service
Management
Human PRB1272407 Issue displaying HR cases with respect to user's time-zone
Resources (bulk upload)
Service
Management
Human PRB1251195 "HR My Task" widget does not display HR Tasks in French in
Resources HR Service Portal
Service
Management
Human PRB1265783 Lifecycle Events - Only 10 Activity Sets can run at a time
Resources
Service
Management
Human PRB1246785 'New' button on the HR cases list does not work with V3 list
Resources
Service
Management
Import / Export PRB1185848 Failed data import via MID Server finishes with a completion
code of Success
Import / Export PRB1236439 Easy import hangs when run by a non-admin user with
authority to run it
Import / Export PRB1115026 XML Data Sources fail with an absolute XPath if the XML has a
DOCTYPE element
Import / Export PRB1259949 JDBC Probes become deadlocked when loading Driver classes
Import / Export PRB1271526 Data sources sharing an import set table could incorrectly
execute the wrong transformation and import repeat row
numbers
Import / Export PRB1257283 Cannot change default port numbers for imports via "FTPS
(Implicit SSL)", and "FTPS (Implicit TLS)" data source options

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 ServiceNow | London release notes

Problem category Number Short description

Import / Export PRB1275909 Original currency and amount not preserved when exported
to Excel if the currency symbol is longer than 1 character
Import / Export PRB1253023 Data source with CSV format "Use last run datetime" set to
true but empty, the "Last run database field" fails with a
syntax error
Import / Export PRB1245581 REST API calls intermittently fail due to the error: "Could not
initialize class
com.glide.rest.service.impset.ImportSetAPIService"
Import / Export PRB1196790 NullPointerException when sending SOAP request with a non-
existent field and the com.glide.import_set.column_resize
property set to true
Import / Export PRB1262316 Import Set processor returns 200 response for failed request
Incident Alert PRB1206680 In Incident Alert Management,
Management glide.notifynow.frequent_participant_count does not honor
default or set maximum value
Incident PRB1272335 MIM workbench tabs overlap when the compact user interface
Management is enabled
Incident PRB1246627 When using Major Incident Workbench with "Compact the
Management user interface" turned on, the M.I. workbench text does not
display properly
Incident PRB1279978 Client Script (BP) "Hide Choice - Close" activates to true on
Management converted, upgraded instances
Incident PRB1244271 Fulfiller count on incident management is calculating
Management incorrectly
Incident PRB1259956 The OOB Resolve UI Action on the Incident table calls
Management "current.resolved_by = gs.getUserID()" after current.update(),
so it is never executed
Incident PRB1260186 Duplicate communication plans and tasks are attached to a
Management Major incident that is created from a candidate
Incident PRB1274300 'Actions Taken' field in Incident is visible to ESS users
Management
Incident PRB1254189 Major Incident Management Workbench: Compose Email
Management button does not load the Email Client if Quick Message/ Client
Canned Message has a ${variable} in the body
Incident PRB1247632 Changing the state of an incident back to "New" or "In
Management Progress" cannot clear the mandatory state of the Additional
comments field
Incident PRB1275080 Description field is absent from the incident form after
Management upgrade
Incident PRB1253606 Data policies for incident state "On Hold" fire when trying to
Management use the "Canceled" state
Incident PRB1241943 Location does not get populated on the Incident form when
Management the caller is defaulted
IntegrationHub PRB1271965 Saving response as an attachment is not working
IntegrationHub PRB1284367 Selecting http method as "Delete," the request body gets
grayed out, however, some REST APIs require JSON in the
request Body
Integrations PRB1253549 The hr_integration_job_status Email Script is adding CC
values incorrectly

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 ServiceNow | London release notes

Problem category Number Short description

Integrations PRB1255575 Import into sys_user ignores the dry run parameter
IT Asset PRB1270245 Deleting a core_company record clears out the mandatory
Management reference field in the publisher table
IT Asset PRB1239781 After an upgrade, an inactive choice in the incident.state table
Management is reactivated
IT Asset PRB1288250 Asset tag field is mandatory on the Receive Purchase Order
Management page, but alm_license is not
IT Asset PRB1288182 Edition field is not populated for Acrobat installations
Management discovered through SCCM
IT Asset PRB1245815 Performance Analytics widgets on SAM dashboards take a
Management long time to load
IT Business PRB1243171 All fields do not translate on Resource reports
Management
IT Operations PRB1262901 Identification Engine: createorUpdate API returns sysId even if
Management the insert failed due to a data policy or a business rule
Knowledge PRB1040201 Imported KB article table formatting issue
Management
Knowledge PRB934595 Unable to write in the field under 'Title' on the 'Ask question'
Management page (social_qa)
Knowledge PRB1165801 Not able to view the articles when page is made public and
Management Advanced installer and Customer service portals are active
Knowledge PRB1284491 User Criteria that is not used by a knowledge base triggers on
Management the first article opened in the session
Knowledge PRB1235388 The kb_view iframe is not resized correctly in CMS when an
Management article has attachments listed in more than two lines
Knowledge PRB1273253 Knowledge articles with 'snc_external' role do not appear in
Management context search result for snc_external users
Knowledge PRB1164704 When a knowledge base has > 100 articles, search results in
Management Knowledge Management Service Portal are rounded to the
previous number divisible by 10
Knowledge PRB1174881 The email message has the relative URL for the 'View
Management Question' link, which is not clickable
Knowledge PRB1249588 Knowledge Query Facet widget does not translate to desired
Management language
Knowledge PRB1269078 When checking out a published article, the new draft article
Management has a published date
Knowledge PRB1244907 Article versioning in template-based article is not copying
Management attachments on check out of the article
Knowledge PRB1256508 Newly created knowledge base does not auto-subscribe the
Management owner
Knowledge PRB1187265 Missing translation in the Knowledge search result page
Management
Knowledge PRB1206285 "Disable suggesting" and "Disable commenting" for
Management knowledge article are not changing when moving article from
one knowledge base to another.
Knowledge PRB1242405 After clicking a link in knowledge base search results, cannot
Management go back to the results

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 ServiceNow | London release notes

Problem category Number Short description

Knowledge PRB1244399 Hyperlinks in imported articles link the entire paragraph
Management instead of the specific word
Knowledge PRB1149968 The knowledgeExists variable is always false, even when set to
Management true
Knowledge PRB1174231 Featured content is not working on Knowledge homepage
Management
Knowledge PRB1290357 Navigation to Knowledge Homepage takes 15 to 20 seconds
Management when there are many user criteria records
Knowledge PRB1114453 Poor scrolling behavior for KB articles on iOS native apps and
Management iOS Safari
Knowledge PRB1273645 Searching in the knowledge base causes the page to load
Management midway or at the bottom of the list
Knowledge PRB1274834 Behavior of Knowledge subscription property
Management "glide.knowman.enable_km_subscription.roles is incorrect
Knowledge PRB1253223 Knowledge versioning: Tags do not copy over to the new
Management version of a knowledge article after activating the knowledge
advanced plugin
Knowledge PRB1254243 Sorting Knowledge articles by view count is not working as
Management expected
Knowledge PRB1246579 Image inside a shape object is missing in the article created by
Management Importing Docx file
Knowledge PRB1184895 The JavaScript error in IE11 causes advanced knowledge
Management search to fail
Knowledge PRB1240289 Non-admin users are not able to see "Most Useful" and "Most
Management Viewed" knowledge articles
Knowledge PRB1291236 "View article" in the standard operating procedure knowledge
Management article is not displaying text field
Knowledge PRB1260249 If there are more than 17 categories in a knowledge base, the
Management CMS page /ess/knowledge_splash.do will not display more
than 17 categories
Knowledge PRB1252350 The glide.knowman.search.apply_acls = true causes infinite
Management scroll to fail on $knowledge.do
Knowledge PRB1267962 The help pop-up field "Lookup using picker" is not translated
Management into other languages and only displays in English
Knowledge PRB1255889 Incorrect behavior in the knowledge search from the
Management homepage when clearing text string without searching for it
Knowledge PRB1260109 Missing translation in the Knowledge search result page
Management
Knowledge PRB743858 The image size is lost when a word document is imported to
Management the knowledge base
Knowledge PRB1075224 The "Display owner info message" client script contains a logic
Management error and is not working
Knowledge PRB1260097 Knowledge article Approval for publishing remains in
Management "Requested" instead of "Cancelled" state when the article is
Recalled
Knowledge PRB1189173 IE11: Check box size is not consistent on search page when
Management nested category is present or category length is long in
$knowledge

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 ServiceNow | London release notes

Problem category Number Short description

Knowledge PRB1235592 If only the UI15 plugin is enabled, 'Post a question' does not
Management give the form
Knowledge PRB759649 'Topic' field (v2) value is showing on the task relations
Management formatter in Knowledge v3
Knowledge PRB1259169 Content Management System: Iframe containing
Management "kb_home.do" is collapsing the Iframe by removing the width
attribute
Knowledge PRB1288839 In Case or Incident form, template content is not copied when
Management attaching an article with a template type
Knowledge PRB1254602 KB Versioning: Script Include KBVersioningSNC is missing the
Management method definition for _isApprover
Knowledge PRB1258242 Knowledge portal is not showing the right article count for
Management knowledge bases
Language and PRB867258 Invalid entries in sys_choice language .xls files
Translations
Language and PRB1244863 Some of Catalog OOB business rules and client scripts are not
Translations translated
Language and PRB1244887 The title in UI Action: View Survey URL and description_row
Translations for UI Page:survey_publish_url are not translated
Language and PRB613412 Unique key violation when attempting to insert translated
Translations records in sys_ui_message
Language and PRB1244883 Message in Business Rule: Workflow Release Lock is not
Translations translated
Language and PRB1244880 InfoMessages in Business Rule: Service Portal Outage Events
Translations are not translated
List v2 PRB628939 Dot-walked choice list does not return any searches if done
from list search
List v2 PRB624507 Paging through a list of records scrolls to bottom of each
page rather than top
List v2 PRB792621 Duration column in the list view (both v2 and v3) does not
display seconds
List v3 PRB1104469 Reference picker is not opening properly
Lists PRB1236488 listEditRefQualTag variable used as a member API for
getListControl() throws an error
Lists PRB1244425 Slushbucket: [+] is not displayed for reference fields in
Available choices reference fields on initial load
Lists PRB724412 Reference lookup list does not respect table level "Disable list
v3" value and continues to display a flyout modal screen (List
v3) instead of a popup (List v2)
Lists PRB821466 Wildcard % Search term is not honored when List v3 is
enabled and glide.ui.goto_use_contains property is set to true
Lists PRB1159661 Drop down on approvers tab on change form renders
differently between Chrome and IE
Lists PRB1238816 Some variable types do not load values in a list report after
refreshing if glide.ui.optimize.lists or glide.ui.list.optimize are
set to false

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 ServiceNow | London release notes

Problem category Number Short description

Lists PRB1245077 RP.isRelatedList() returns invalid result for List Choice UI
Actions
Lists PRB1169319 Embedded list issue when using IE and UI15
Lists PRB1261905 Related Lists cannot apply saved filters when set to load 'After
the Form' or 'On-demand'
Lists PRB732506 Edit Personal Filters context menu does not work when
related lists do not load "With the Form"
Lists PRB1160608 List v2 edit is not working in IE11
Lists PRB1181338 Embedding list2_default.xml in a UI formatter causes the
second Run button in the condition builder to incorrectly
navigate to an empty form
Lists PRB830103 Cannot clear selected saved filters on related lists
Live Feed PRB1250287 No longer able to add "About Me" text
Live Feed PRB1244582 Warnings in system logs: ""fieldsChanged" is not defined" from
Live table notification
Managed PRB1241505 Duplicate number is created for new Managed Document
Documents when a document is searched and then users create a new
one from the list
MetricBase PRB1241143 ClassDefNotFound error appears on MetricBase 'Test
Connection' with MetricBase HA setup
MID Server PRB1237206 Issue on sys_script_include within the 'handleError' function
MID Server PRB996468 Activating the Customer Service plugin causes all MID Servers
to go down
MID Server PRB1247763 Unable to connect to the MID Server JVM after enabling JMX
parameters
MID Server PRB1240174 Users cannot create REST APIs via a MID Server
MID Server PRB1250502 SNCSSH: SSHCommand probe can hide detailed error
information
MID Server PRB1267339 Discovery probes 'Linux - Hardware Information' and 'Linux -
Memory Modules' can cause a hung sudo process on the
target host if sudoers iolog is enabled
MID Server PRB1249733 MID file synchronizer keeps redownloading files from
ecc_agent_script_file in the MID ./script folder although they
already exist
MID Server PRB1268063 When reverifying the Nmap installation, the 'Start-Sleep -s
$retryDelay' in NmapInstallation.ps1 is missing
MID Server PRB1268960 SNCSSH: Error occurs if the target SSH server sends the
'close' message before sending both EOF and Exit Status
message
MID Server PRB1240295 ecc_queue outputs are occasionally stuck in the Processing
state
MID Server PRB1250031 Windows ADME does not work when there is a $ in the
password
MID Server PRB1249020 After upgrading to Kingston, com.snc.core.automation.api is
not active
MID Server PRB1235593 MID Servers should not allow multiple MIDs with the same
name

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 ServiceNow | London release notes

Problem category Number Short description

MID Server PRB1160596 NullPointerException in SSHCommand when errors occur
while building sudo commands
MID Server PRB1238588 Importing an incompatible credential XML file may cause MID
Servers to lose access to all credentials (NullPointerException
MIDServerInfoAccessor)
MID Server PRB648444 Update Tanuki Java Service Wrapper licenses for 'MID' and
'MID Upgrade' distribution
MID Server PRB1253581 SNCSSH: SCPCommand probe and SCP import can leak an
SSH channel object on source host connection
Mobile PRB1264425 Reference variable on record producer does not respond on
Mobile UI when there is a Hebrew value in it
NotifyNow PRB923484 "source" field is not available for notify_call records created
from Notify Workflow Activity: Call
NotifyNow PRB1253516 Send SMS activity corrupts mail script context with
workflow.scratchpad variables
NotifyNow PRB1258944 Outbound connections to Twilio through NotifyNow API do
not honor glide.http.proxy_host
On-call PRB1290525 The Roster Schedule Span defined by a user schedule in a
Scheduling different time zone from the rotation is not correctly factored
when it is repeated
On-call PRB956455 The Rotation Schedule shows empty or disappears from the
Scheduling 'Members' related list on a Roster record if the rotation interval
is greater than 4 weeks
On-call PRB1263379 When creating a favorite from the On Call Calendar, all the
Scheduling favorite 'symbols' are displayed as part of the dialog box in
black font on the white background
On-call PRB1281229 The daily rotation skips rosters on the Monday to Friday
Scheduling rotation
On-call PRB1247941 The "If - Response received "activity on the On-Call: Assign by
Scheduling Acknowledgement workflow always returns "no"
On-call PRB1264446 When viewing the On-Call Escalations report, there are two
Scheduling dashes in the selected column
On-call PRB1262894 Deleting a span in an on-call calendar causes the page to
Scheduling refresh, but with the first group in the list, not with the group
that was selected
On-call PRB1244059 Inconsistent behavior when adding a schedule time-off span
Scheduling
On-call PRB1271727 My Scheduled Reports for on-call does not recognize a date
Scheduling range with the same start and end date
On-call PRB1235329 On-Call Wizard creates a record on the Global table, which
Scheduling triggers workflows on the Global table
On-call PRB1269663 When creating a rotation from a schedule template that
Scheduling contains multiple schedule entries, schedule entry start dates
are not maintained
On-call PRB1272060 Increasing the "Get Coverage For" field in a Rota record to a
Scheduling high number is resource-intensive
On-call PRB1263614 Legacy on-call calendar display does not honor the
Scheduling background colors that were selected when the calendars
were built

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 ServiceNow | London release notes

Problem category Number Short description

On-call PRB1234195 When editing a Rota, the interval weekly Rotation Start time is
Scheduling being honored even if Daily is selected
On-call PRB1274521 The Schedule report takes a long time to calculate when a
Scheduling user is a member of several large groups
On-call PRB1277730 On-call schedule performance degrades when
Scheduling roster_schedule_spans (time off/ coverage) exceed 1000
records
On-call PRB1069037 The Manage Rota pop-up on the On-call calendar page
Scheduling ($oc.do) does not scale on mobile devices
On-call PRB1091181 Selecting a roster in the Manage Rota module selects all
Scheduling rosters. For example, when trying to change the "Shift End"
date for one roster, all rosters are selected
Open Database PRB1110116 ODBC driver returns non-integer fields as NTEXT where
Connectivity varchar is expected
(ODBC)
Orchestration PRB1258233 Getting java.util.ConcurrentModificationException when
running JDBC custom activities
Orchestration PRB1204628 Orchestration Workflows kick off unexpectedly due to wrong
workflow condition
Orchestration PRB1239638 The input variables display on the activity "Test Inputs" dialog
does not display all inputs
Orchestration PRB1246289 Maximum payload size above 999 defaults to 64KB in JDBC
Activity Designer
Outbound PRB1028554 Rest Message .saveResponseBodyAsAttachment function
Messaging does not work when proxy is involved
Outbound PRB1253705 "Auto-generate variables" UI action does not generate
Messaging variables when variables have a '-' (dash)
Outbound PRB1242589 Partially encrypted SOAP Payload via MID Server is not
Messaging working
Outbound PRB1260827 HTTP 204 No Content responses to Outbound REST cause a
Messaging Null Pointer Exception (NPE) when Outbound HTTP Logging
set to 'All'
Outbound PRB881493 Error: Unsupported OAuth grant type 'Client Credentials'. -
Messaging when 'Get OAuth Token' is clicked
Outbound PRB1234876 Selecting "Generate sample SOAP messages" fails with
Messaging java.lang.NoClassDefFoundError: junit/framework/
ComparisonFailure
Password Reset PRB1262660 Formatting for Danish mobile phone numbers gets prefixed
Application with the US international code, failing E.164 compliance
Password Reset PRB1249894 Password Reset Device enrollment codes and verification
Application codes are stripped when sending SMS to the registered device
Password Reset PRB1259511 The URL does not work after 10 minutes whereas it is
Application supposed to be valid for 12 hours according to the email sent
by Password Reset
Password Reset PRB1239469 Password Reset Windows Application crashes after
Application verification with AD credential store
Patterns PRB1282786 Issues occur with load balancers because the identification
pattern continues to fail

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 ServiceNow | London release notes

Problem category Number Short description

Performance PRB1239675 Change arrows should be based on the absolute change, not
Analytics on the change percentage
Performance PRB725263 The Column Chart widget with the 'Previous period chart' box
Analytics checked does not render the first and the last bar available for
a full year period
Performance PRB1106523 Using multiple reports as interactive filters can make it difficult
Analytics to reset a dashboard
Performance PRB1260018 Show error/warning in PA data collection job logs to identify if
Analytics collection is not running for some breakdown elements
Performance PRB1240631 If an indicator has no scores, the score value does not match
Analytics with the total values of scores from breakdowns for the
formula indicators
Performance PRB1202996 The score migration process fails on the scores table
Analytics
Performance PRB1272505 When the range of periods is years, if there is no score for the
Analytics last month of the previous period, hovering over the bar will
display the wrong month for the first year
Performance PRB1245778 Remove noCache from HTML template
Analytics
Performance PRB1279962 Add ability to disable forecast per indicators
Analytics
Performance PRB1240587 The PA indicator condition 'is same' does not correctly collect
Analytics data for date fields
Performance PRB1242912 With List V3 enabled, the pa_configuration_generations table
Analytics does not show the 'New' button on the list menu or the
'Generate' button on the form
Performance PRB1291458 When collecting text analytics for several fields to analyze, PA
Analytics job collection fails with the error message "Sparse storage
format has one field, sys_id"
Performance PRB1260526 HR scoped app content packs for PA are broken
Analytics
Performance PRB1250729 Repetitive columns break the widget layout on the right hand
Analytics side for the Indicator row when the breakdown scorecard
widget has 'Show Indicator,' 'Change,' and 'Gap' set to true
Performance PRB1240153 Score and default Time Series are not displayed on PA
Analytics Scorecards when the Customer Service plugin
com.sn_customerservice is activated and an OpenFrame is
configured with a URL which does not have the same origin as
the instance
Performance PRB1280373 Breakdowns are still shown in the breakdown widget filter
Analytics even if the breakdown is not active
Performance PRB1194172 Unable to modify Dashboard Groups with 'pa_admin' users
Analytics when Domain Separation is enabled
Performance PRB1242590 White labels in stacked column charts do not show in IE11
Analytics
Performance PRB1238185 Breakdown widget should be able to follow related
Analytics breakdowns for every visualization, not only scorecards
Performance PRB1169133 Performance Analytics tab renders without taking the
Analytics breakdown into account

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 ServiceNow | London release notes

Problem category Number Short description

Performance PRB1262244 When the $pa_dashboard.do page is opened outside of
Analytics nav_to.do, the custom fav icon is not shown in the browser
tab
Performance PRB1252957 An error on the Knowledge Management dashboard prevents
Analytics widgets from being displayed
Performance PRB712759 The Pivot Scorecard widget displays scores under incorrect
Analytics objects
Performance PRB1236720 New records are created on the breakdown source table
Analytics during the 'Cloud DB' PA collection job
Performance PRB891187 Performance Analytics does not allow the creation of a
Analytics functioning dashboard in any domains except global
Performance PRB1238169 If Time Series with an unsupported function is used as the
Analytics default time series by one of the indicators, all the PA
collections result in errors
Performance PRB1245142 Remove redundant server calls when rendering widgets
Analytics
Performance PRB1256877 Issue with breakdown filters, and timeout is not reliable
Analytics
Performance PRB1186632 On Performance Analytics scorecards, it takes a long time to
Analytics display the score for the selected period
Performance PRB1240747 If the aggregation is done on a non-number value, the
Analytics application always tries to convert them to integers using
(GlideAggregate.getIntValue)
Performance PRB1282110 While creating a new indicator field, 'new tab name' goes out
Analytics of position if a bigger value is selected in the 'Put the widgets
on a new tab on dashboard' field
Performance PRB1201144 Unable to use formula indicators with second level
Analytics breakdowns as widget indicators
Performance PRB1205144 Records tab in detailed score cards shows the error: "Number
Analytics of rows removed from this list by deletion or Security
constraints: 1, and this should be 0"
Performance PRB1242513 PA widgets show the message "You do not have access to any
Analytics breakdown element for the selected breakdown"
Performance PRB1242870 Data collectors should support domain separation without the
Analytics com.glide.domain.msp_extensions plugin
Performance PRB961168 A time series chart widget with the 'Previous period chart' and
Analytics 'Show data label' boxes checked does not show Data labels
Performance PRB1264379 The detailed scorecard becomes slow when the selected
Analytics breakdown contains a large number of elements
Performance PRB1252332 On domain separated instances, Performance Analytics
Analytics Collection Jobs do not use sys_choice Breakdown Elements
defined on a parent domain only, and scores are not collected
per breakdown element
Performance PRB1267941 If there are two or more invalid indicators, the invalid score
Analytics numbers are not calculated correctly
Performance PRB1278641 Interactive Analysis - No option to close the preview of a
Analytics spotlight group record
Performance PRB1283799 When the choice list label for widget visualization for
Analytics Scorecard is not 'Scorecard' (e.g in French, the breakdown

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 ServiceNow | London release notes

Problem category Number Short description

widget scorecard is not rendered properly when the
visualization picker is enabled)
Performance PRB1211079 Unexpected string JSON error message appears in text
Analytics analytics widget
Performance PRB1244046 Instances with a system localization that uses comma as a
Analytics decimal separator cannot convert numbers correctly in some
situations
Performance PRB1263130 New dashboard tab is created for a domain if a tab does not
Analytics exist for that dashboard and when a user attempts to access
the dashboard from a different domain than the domain the
dashboard is defined
Performance PRB1256435 When a node is restarted while a PA collection is running on
Analytics that node, the original entry in the log for the PA Collection
contains two entries
Performance PRB1239687 Improve message on PDF output for top x of y elements
Analytics
Performance PRB1186078 NullPointerException errors occur for widgets with a range
Analytics and an additional indicator with Time Series
Performance PRB1279383 Element retrieval is slow for breakdown widgets with many
Analytics elements
Performance PRB1240967 Performance Analytics Linear forecasting gives a global target
Analytics breach at the incorrect point in time
Performance PRB1282051 Unexpected behavior for widgets whose indicators do not
Analytics have scores
Performance PRB1242249 After switching tabs, the detailed scorecard does not refresh
Analytics date changes
Performance PRB1242690 When there is no index, the text widget displays the error
Analytics "Cannot read property 'start_at' of undefined"
Performance PRB1271462 Users who have changed the system property
Analytics 'glide.sys.date_format' see a message when they click the
refresh button
Performance PRB1117823 No scores are collected when an automated indicator
Analytics condition uses variables to query
Performance PRB1263915 Characters of the PA indicator description a are shown as
Analytics HTML entities on the dashboard
Performance PRB1234596 Performance graphs do not load after upgrading to Jakarta
Statistics and
Graphs
Persistence PRB1188166 Update set batching does not execute second phase of
Bootstrap (TableCreate/Upgrade)
Persistence PRB1286626 After upgrading to Kingston, the order in which conditions are
listed for reports returns a smaller query than the correct
result
Persistence PRB564916 After running a trend report, the breadcrumb and expanded
filter do not match when clicked through
Persistence PRB1271291 Documentation overrides do not persist
Persistence PRB1236830 Unable to override the Display flag on CMDB.Name once it is
set

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 ServiceNow | London release notes

Problem category Number Short description

Persistence PRB1100877 "BLOB/TEXT column 'correct_answer_template' used in key
specification without a key length" when alter storage table
asmt_metric
Persistence PRB1258222 Unnecessary updates during cmdb_ci class change from TPP
change
Persistence PRB1164336 "Unknown column 'cmdb0.maintenance_schedule' in 'on
clause'" error when approving change through CAB
workbench
Persistence PRB1267268 Term optimization applies to incorrect fields
Persistence PRB1187071 When entering Name (41 letters) into Clone Exclude tables,
only up to 40 letters could be registered
Persistence PRB1243178 Performance issues can occur during CI creation or updates
Persistence PRB1271175 Some aliases break JOIN query and generate ERROR 1064
(42000)
Persistence PRB1253509 GlideRecord explicit joins on TPP partitioned fields with
WHERE conditions on main table can fail with SQL error
Persistence PRB1246257 The table extending CMDB_CI is missing all parent columns
when installing an app that adds fields to CMDB_CI
Persistence PRB1278292 No matching records are returned when searching for multiple
tags using the AND condition
Persistence PRB1104540 Related list condition with multiple group by conditions, one
on a dot walking field, can throw NPE
Persistence PRB1261173 Clean Temp Files schedule job can clean RowBlock files that
are currently in use
Persistence PRB1254722 Exception "Operand should contain 1 column(s)" when a sub-
query has a condition on a TPP partitioned column
Persistence PRB1281035 Performance issues when using INSTANCEOF for filtering on a
table
Persistence PRB1264049 Application reinstallation issue --- cloned TPP elements
appearing in app / update sets
Persistence PRB1251544 The 'Collect Table Per Hierarchy Stats' can lead to excessive
choice cache flushes
Persistence PRB1240265 "Error Message Syntax Error or Access Rule Violation
detected by database (Table
'_instancename_2.encryption_configuration' doesn't exist)"
occurs sometimes
Persistence PRB1205143 The optimizer is trying to optimize for the ORDER BY when it
is better to optimize for the WHERE clause
Persistence PRB1285757 The left join optimization generates a StackOverflow error on
certain queries
Persistence PRB718363 Searching in the date field results in the error "ORA-01843: not
a valid month"
Persistence PRB1087112 Rollback shadow tables created during upgrade (name
starting with 'sh$') are not getting dropped by the Clean
Expired Rollback Contexts job
Persistence PRB1237012 Table creation of a CMDB/TPP extension/child table through
UI takes longer than it should

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 ServiceNow | London release notes

Problem category Number Short description

Persistence PRB1154339 Importing XML can cause some records to lose attachments
Persistence PRB1258912 ATF rollback only rolls back the most recent change to a field
Persistence PRB1193551 Making changes that corrupt the data dictionary can lead to
data loss
Persistence PRB1267824 Slow response time can occur when the sys_user_presence
update is blocked
Persistence PRB1247537 Dictionary invalidation refactoring is causing undesired side
effects
Planned PRB1269713 Newly created records are displayed in planned maintenance
Maintenance records when the model does not match
Application
Planned PRB1238604 Memory related exception is thrown when there is many
Maintenance maintenance plan records
Application
Platform PRB1239219 'TotalTimeToCloseForClosedINTs' Usage Analytics Count job
Performance runs inefficient SQL queries
Monitoring
Platform Security PRB1241288 Invalid support for the encryption key causes insert /update of
the encrypted field set to encryptedContext: null
Platform Security PRB1203000 ACL cache not flushed after enabling the Explicit Roles plugin
on an automated node (run-node-script), resulting in a blank
login page
Platform Security PRB1237560 Upgrades to Jakarta cause the role delegation functionality to
break when if using more than 1 group for RoleManagementV2
Platform Security PRB965992 ATF: Empty step configure popup while adding a test step
Platform Security PRB1248224 The system property "glide.security.use_explicit_roles" causes
the instance to be inaccessible if the Explicit Roles plugin is
not active
Platform Security PRB1200492 The instance security dashboard has
glide.xml.entity.whitelist.enabled listed twice under Security
Whitelisting
Platform Security PRB1160234 Role Management V1: Role deletion from groups issue
Policy and PRB1250491 When an attestation fails, an issue is not created
Compliance
Policy and PRB1247297 Policy and Compliance does not migrate control test
Compliance definitions unless they collect supporting data
Policy and PRB1148844 While an indicator is collecting supporting data, and a user
Compliance clicks a button (for example, Save, Update, or the Indicator "i"
button) on an associated Indicator task, the user is redirected
to a "hello" message
Procurement PRB1185793 The Stage (Workflow) field is not reflecting the correct value
in the list view of a Transfer Order and Transfer Order line for
the same stockroom transfers
Procurement PRB926042 When a software asset is sourced, the resulting Requested
Item (RITM) record that is produced becomes stuck in the
applicable workflow
Procurement PRB1261455 The items that were denied approval appear in the source
request page, when they should be excluded

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 ServiceNow | London release notes

Problem category Number Short description

Procurement PRB1259927 Negative values are not permitted when receiving a purchase
order
Procurement PRB1250208 Values in the Unit Cost field on the Receive Purchase Order
form are displayed and saved based on the US format and not
following the 'glide.system.locale' system property
Procurement PRB1253671 OOB client script: 'Update Total Cost on cost change' throws
an error when calculating proc_po_item.total_cost value
Procurement PRB1240232 Stockroom is not being populated in the add transfer order for
software
Product Catalog PRB906853 Product Catalog demo data includes duplicate fx_price
records, causing unexpected behavior in lists
Profiles and PRB1105276 When associate one policy to policy statement, the progress
Remediation bar on the top hangs
Project PRB1235767 When decisions are created in the demand, they are being
Management copied to the project when the project is created and not
moved over to the project
Project PRB1159819 The system property com.snc.project.auto_close_milestones is
Management not working as expected
Project PRB1262081 Planning Console project task disappears when changing
Management Assigned to
Project PRB1262275 While importing projects, sub-projects are deleted from the
Management system
Project PRB1252991 The planning console does not have a "contains" search for
Management 'Assigned to' field in the planning console
Project PRB1245536 Planning Console: Overdue icon differences between Istanbul
Management & Jakarta
Project PRB1281995 The project cost plans do not work for multi-currency
Management
Project PRB1288501 Activating plugins having dependency on Project
Management Management plugin or clearing plugin log and re-installing
project management show an error message in plugin logs
Project PRB1262626 Clicking on the "Create Project" link on a demand in the draft
Management state displays an error
Project PRB1251409 Assigning a project task to a group causes an error on the
Management ScrumPPMIntManager in the logs
Project PRB1266155 Client side planning console functional issues
Management
Project PRB1252211 In .mpp file if there is a negative lag time mentioned in the
Management predecessor column, it is not getting calculated properly in
the lag time after importing
Project PRB1247759 Updating a planned_task record causes the Recalculate
Management business rule to be triggered, entering a long loop and running
the instance low on memory
Project PRB1240812 Error "Cannot change program dates as some projects start
Management before the given program start date" is displayed when
changing the program's planned start date manually
Project PRB1199972 Print Projects from Planning Console does not work
Management

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 ServiceNow | London release notes

Problem category Number Short description

Project PRB1287587 When property
Management 'com.snc.project.fire_brs_from_planning_console' is set to
true, External Dependencies created on the Planning Console
do not update the project dates
Project PRB1288372 Program planned duration is negative
Management
Project PRB1233676 For custom scoped app/teamspace, when users create a
Management template from a project with attachments, the attachments
are missing
Project PRB1235533 End date on projects created from demand records is
Management incorrect if the timezone is set to anything more than UTC+8
Project PRB1272320 Project Management Issues
Management
Project PRB1114720 The upgrade history does not show records skipped
Management customization during the upgrade
Project PRB1252204 Date rollups are not working properly for non-project entities
Management
Project PRB1245682 Using current.setAbortAction(true) for a project task causes
Management the planning console to fail
Project PRB1258137 Project Management - issue with project start dates when
Management using a project template
Project PRB1195231 The planned duration is not calculated automatically and the
Management planned end date is changed to a wrong date when creating a
pm_project_task record
Project PRB1241044 Changing the view on the planning console redirects to /
Management blank.do page and does not change the view
Project PRB1206187 The project detail screen disappears after a few seconds
Management
Project PRB1236362 Cost (Planned vs Actual) does not work if the fiscal calendar
Management type is period
Project PRB1080756 The currency conversion based on the locale on Project is
Management inconsistent
Project PRB1161375 Program Management - PPM Blitz issues related to the
Management Planning Console
Project PRB1250470 When loading a project, it shows one date and time and
Management switch quickly to another date and time that is 2 seconds
behind
Project PRB1265568 The actual duration is copied from the planned duration
Management
Project PRB1268772 Exporting Project with % complete as 100 shows 99 in MSPP
Management
Project PRB1258135 Importing a mpp file with the user name mapped to the
Management assigned to column mapping the incorrect user to the
assigned to field
Project PRB1281089 Project Status Report - The Status History Widget does not
Management work when the date format is set as dd-MMM-yy
Project PRB1283913 After the refresh, the system takes users to the beginning of
Management the project schedule and they must scroll down to find their
place

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 ServiceNow | London release notes

Problem category Number Short description

Project PRB1290075 Importing projects with many cost plans run a node out of
Management JVM memory
Project PRB1270125 Duplicate tasks are created when a .mpp file is imported to
Management the project table
Project PRB1273527 Importing project tasks changes the project's state to the
Management "Pending" state
Project PRB1248076 Project Status Portal does not show the formatted
Management cost(Budget Cost/Actual Cost)
Project PRB1244729 When actual end date of the program/program task is
Management updated, the planned end date of the program/programt task
is set to the actual end date
Project PRB1181313 In the planning console print, the weekend notification color
Management and milestone are not displayed
Project PRB1249724 Project task is not editable and it remains in the pending state
Management when the associated change request is closed
Project PRB1251311 Slow OOB business rules 'Recalculate' and 'Process State
Management Change'
Project PRB1258115 Attachments are not getting copied when the user clicks on
Management 'Copy Project' UI Action in Jakarta
Project PRB1272412 When creating a sub project the project tasks are being
Management created with the field Project (sub_tree_root) with the Top
Project instead of the SubProject
Project PRB1181305 planning console not getting refreshed, when task is added/
Management deleted/modified from right click edit context menu
Project PRB1266360 Planning console breaks when setting the timezone as "IST" in
Management the sys_user record
Project PRB1256154 Specific project "MS Dynamics: Sales and Marketing" is
Management showing errors while opening the project bench
Project PRB1257214 The copy project functionality on the project table does not
Management work
Project PRB1241324 Resource Workbench failed to load when the Start and End
Management Dates are far apart (~4 years)
Project PRB1205041 When project is copied, the strategies and goals set within the
Management project are not getting copied
Project PRB1270484 Timeline Visualization does not hide the spinning 100% loading
Management progress bar after it loads the records to view
Project PRB1166625 If a resource has a hard allocation September through
Management December, and the project end early and is closed, the hard
allocations are not released or canceled
Project PRB1253006 Unable to partially copy project (PRJTASK) from the Planning
Management Console
Project PRB1256753 Decision records (dmn_decision) have only the Rejected state
Management configured as a close state
Project PRB1247837 When closing all project tasks, the project "State" does not
Management change to closed complete
Project PRB1260032 Project Workbench breaks if a child project task is named as
Management <<Task>>

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 ServiceNow | London release notes

Problem category Number Short description

Project Portfolio PRB1280958 Baseline Script Include "AggregationHelper" contains a log
Management statement and a printRollupStructure(rollupStructure) call
Project Portfolio PRB1238454 Updating cost plans updates locked months forecasts
Management
Project Portfolio PRB1067058 Program state is not getting moved to closed complete when
Management its related project and project tasks are moved to closed
completed
Project Portfolio PRB832194 Timeline view responsiveness
Management
Project Portfolio PRB1264188 Activating "Project Portfolio Suite with Financials" loads
Management records with reference to non-existent "budget_admin" role
Project Portfolio PRB1246375 Planning Console: The custom column type = boolean breaks
Management the column
Project Portfolio PRB1271657 In the Portfolio Workbench, in the Timeline View, users are
Management unable to scroll to see all selected fields
Record Watcher PRB1235676 Excessive logout events are generated on pages
Record Watcher PRB1274737 Record watcher does not detect changes for journal fields if
other fields are also updated
Release PRB1274018 When creating a New Product Release under Enterprise
Management Release Management, the Planned End Date does not save
correctly
Release PRB1250170 Clicking the UI action in the release record shows an error
Management
Reporting PRB1102005 Single Score reports can show negative values when using real
time updates
Reporting PRB1170663 Header Footer Templates module link do no link to
sys_report_page_hdrftr_list.do
Reporting PRB1238952 Clicking on the other column of a stacked by bar chart will not
drill down properly
Reporting PRB1248455 In interactive analysis, "sysparm_field_list" parameter to set
the fields for report_viewer list widget is ignored
Reporting PRB1261281 Adding multiple columns to the 'Select Rows' of multi pivot
report results in the error "Error processing request: null"
Reporting PRB1253302 In the report function, UI16 cannot show the "eye" Icon when
loading the report
Reporting PRB1257040 Zero's in multi level pivot reports cannot be highlighted using
the coloring rule
Reporting PRB1259449 Single Score is not rendering in the homepage if the query
condition contains UTF-8 characters
Reporting PRB1244010 'Click to Print' for published reports displays only one page
Reporting PRB1290425 Users cannot see lines or formatting for the report printer
friendly version
Reporting PRB1291022 Recently selected choices under the data source show up as
sys_id and not as their name (New UI)
Reporting PRB1248441 Exporting to PDF fails if users have multilevel pivot with the
query condition that includes 'before'
Reporting PRB1252457 attributes="update_synch" does not exist in sys_report_layer

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 ServiceNow | London release notes

Problem category Number Short description

Reporting PRB1192920 The interactive filter view causes memory spike
Reporting PRB1241273 Reporting new UI replaces accents and Japanese characters
with unicode
Reporting PRB1282753 Creating a first report of type bar chart shows a popup to the
user twice
Reporting PRB1238788 The invite panel in dashboards sharing tab is not displaying
the complete list of users/roles/groups
Reporting PRB1275131 The choice field offers different choices with the same label
and rows are grouped by this choice field, resulting in the
incorrect PDF export
Reporting PRB1181392 Bubble chart adds two blank rows to the chart
Reporting PRB1248438 Report never loads with message 'Loading report'
Reporting PRB1248897 On map reports, two locations with the same city name and
different state names point to the same state
Reporting PRB1257285 Reports included into another report are not sent if the main
report is empty
Reporting PRB1192564 Multilevel pivots with a % in the name of the grouping or in the
filter causes the drilldown to not work
Reporting PRB1240578 Widgets are no longer central aligned after the Jakarta
upgrade
Reporting PRB1234720 List editing is not working as expected on Dashboards
Reporting PRB1243896 If a report has group-by set to a dot-walked field, when
opening the report if users change the group by the condition
builder v3 is not working anymore
Reporting PRB1291270 The new "Create New" Reports page is not showing the
correct page label
Reporting PRB1272758 The exclusion list and default values are not populating for the
interactive filter of type choice, when the choice table is
defined for that field
Reporting PRB923064 Adding columns fails in the "Edit reports" when users add
extended fields
Reporting PRB1238018 Calendar report entries are overlapped and label is obscured
Reporting PRB1252379 Unexpected authentication appears in the homepage when
using interactive filters
Reporting PRB1256887 Homepages/dashboards with a "\" in the name cause the add
to dashboard to break
Reporting PRB1247633 'insert a new row' is displayed twice when the list edit inserts
row = true
Reporting PRB1189433 Cannot use the ampersand (&) in axis labels in reports
Reporting PRB1241995 "Trend by" configuration is not saved on datasets in the
Jakarta new UI reporting
Reporting PRB1272423 Labels on pie charts disappear when query results return 520
records or more (due to more than 8 groups)
Reporting PRB1272748 Max Number of groups and show other do not work for Trend
reports with a Group By field selected

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 ServiceNow | London release notes

Problem category Number Short description

Reporting PRB1238361 Drill down into the list on the Report widget does not redirect
users to the Service Portal
Reporting PRB1184765 A pop-up shows up when creating a new report from the
Reports list
Reporting PRB1240032 The single score report shows an error when the result
number is 0
Reporting PRB1284349 The Iceland map is missing in the reporting solution and the
Europe map does not have all conditions for all countries
Reporting PRB1241972 The translation for percent, total and totals can be stuck in a
single language for export to PDF of reports
Reporting PRB1287812 Unable to select a (scoped) database view in the report
module
Reporting PRB1290342 Slowness on the dashboard when applying the filters
Reporting PRB610473 In list reports, URL column links break when exporting to PDF
if the text goes beyond one line
Reporting PRB1271506 Exporting an image or PDF resulting in an incorrect report for
the child dataset
Reporting PRB1236573 Chart size "small" reports are truncated on IE using the new
report UI
Reporting PRB1237244 Breakdown selection duplicates across all dashboards sharing
the same breakdown source
Reporting PRB1275086 Multi Pivot reports cannot be exported to PDF from the web
UI if the report title contains "&"
Reporting PRB1277117 Published Report: In the print friendly mode, appending
'&sysparm_media=print' to the URL of a published report adds
a useless bookmark form to the page
Reporting PRB1239524 New UI display for the sys_report table does not reflect the
Aggregate field stored in the report record
Reporting PRB1249982 List calculations errors occur on reports
Reporting PRB1250451 Errors in report builder can prevent adding a report to a
dashboard
Reporting PRB1287030 Multiple reports on Content Management==>Page shows
"Loading Report" on the first report and that report never
loads
Reporting PRB1273097 When using a sumfield on a multiple datasets that is larger
than 40 characters, it causes the report to error out
Reporting PRB1275426 When users use dot walk fields in the multi-Level pivot table,
"Max number of groups" is not working at the number of limits
Reporting PRB1177784 Having multiple rows on a Multilevel Pivot causes total rows to
be misaligned if data display value is not unique
Reporting PRB1261351 Count returns 0 when a secondary dataset is added to a bar
report when string field Group By contains double quote
marks
Reporting PRB1254896 Emails are not sent from a scheduled report when the report
has errors like
com.glideapp.report.charting_v2.datagen.pivot.TooManyCellsException

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 ServiceNow | London release notes

Problem category Number Short description

Reporting PRB1245395 Cascading Interactive Filter name is not saved fully and gets
truncated after 80 characters
Reporting PRB1246069 Reports Search bar does not work when the property
glide.ui.js_includes is set to false
Reporting PRB1247204 X- Y axis Labels are overlapping with report chart when
showing report in Hebrew language
Reporting PRB1281558 The display grid does not reset when the chart type is
changed and updated for an existing report that has the
display grid set
Reporting PRB1201559 Clicking on "Update" in report editor does not take you to
Reports homepage
Reporting PRB1210847 Users provided with 'report admin' roles are unable to select
the color palette modifications on reports
Reporting PRB1236505 Dial widgets do not resize properly when using the quick
layout on the dashboard
Reporting PRB1272023 Aggregation field is not retained after reloading a saved report
Reporting PRB1237598 Recent tables show a null label on db view tables for ITIL users
with the report_admin role when saving from the report
designer
Reporting PRB1259165 "Ctrl + Click" does not open report bars in new tab in the
browser, from report designer and from dashboards (relevant
for Windows clients)
Resource PRB1209215 The Resource Workbench does not show the capacity trend
Management for the Monthly timescale
Resource PRB1288516 My calendar module is showing 404 for ITIL users
Management
Resource PRB1251460 When using the 'Specific members' preference, 'Copy
Management Resource Plan' populates a member from the incorrect
assignment group
Resource PRB1250082 Dictionary override (short_description) no longer honored in
Management Resource report
Resource PRB1261229 The Extend Resource Plan UI action on the resource plan does
Management not work as expected if date format is changed from yyyy-
MM-dd.to MM-dd-yyyy
Resource PRB1241860 When changing the Start Date on a Demand, the resource
Management plan's Start Date does not get updated if the time format is
yyyy-MMM-dd
Resource PRB1237192 When changes are made in an allocation details resource
Management report, the changes are not reflected when the report is run
again
Resource PRB1239707 An error occurs when the user submits a time off request and
Management resource allocation runs
Resource PRB1281701 Time cards do not always update the resource plan's actual
Management hours
Resource PRB1267083 Task reference on Resource aggregates is not updated when
Management demands are converted to projects
Resource PRB1246086 Cost plan numbers are not updated correctly when canceling
Management an 'allocated' resource plan; when an 'allocated' resource plan
is removed and the cost is updated, the costs do not sync

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 ServiceNow | London release notes

Problem category Number Short description

Resource PRB1238843 The Capacity value in Resource Reports is not updated after
Management changing an event in a user calendar type to a non-excluded
type
Resource PRB1250607 Canceling a resource plan does not update cost plans
Management
Resource PRB1247989 When a group resource plan is created, the 'Specific Members'
Management field is populated, but if the group is changed later, the
Members list is not updated
Risk Management PRB1155186 Risk SLEs and ALEs currency should be consistent
Scheduled Job PRB1234854 Schedule worker can hold the same connection for hours if
Processing there are many jobs in the queue
Scheduled Job PRB1239033 When running 'Execute Now' on a job, the thread can get
Processing stuck on GlideDateTime.addDuration
Schedules PRB1190018 Deleting/updating spans need extra manual refresh
Schedules PRB1250221 Issues occur with the maintenance schedule in the Change
Management
Schedules PRB1278246 The height of the Dialog Modal is small when clicked on one of
the Change Ticket from Schedule Calendar after scrolling
Security Access PRB1196670 Elevated privilege roles created through an update set are not
Control Lists visible to the assigned user until the cache flush is done
manually
Security Access PRB1275556 ITIL users are no longer able to update the sc_task.state field
Control Lists
Security Access PRB1253695 Admins will see security constraints for read-only protection
Control Lists policy after the conversion
Security PRB1247254 When observables are added, the correct type should be
Applications detected
Security Incident PRB1249754 In workflows that set the security incident state to Review, PIR
Response assessments are triggered, which causes the number of
assessment questions to aggregate every time a new security
incident is created
Security Incident PRB1246614 When glide.ui.escape_text is set to "false," the Security
Response Incident form does not load
Security Incident PRB1236606 Users with the sn_si.knowledge_admin role cannot create new
Response runbooks
Security Incident PRB1255104 After the Security Incident Response plugin is activated, the
Response Closed, Closed by & Draft KB Task table columns are
appearing under Security Incident Response, instead of global
Security Incident PRB720734 The Update Risk Score business rule causes multiple workflow
Response contexts to be triggered
Security Incident PRB1235615 Users with no assigned security incident role (sn_si.read or
Response sn_si.special_access) see a blank State field in security
incident tasks assigned to them
Security Incident PRB1042031 The Threat Intelligence plugin related issue
Response
Security Incident PRB1251462 When the Qualys integration import fails, errors do not appear
Response in the Vulnerability Integration Runs table

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 ServiceNow | London release notes

Problem category Number Short description

Server Side PRB1242192 In Jakarta, the incident.assigned.to.group event is not fired
Scripting when an incident is created
Server Side PRB1199772 The global scope script include members which do not use
Scripting the prototype.js "Class.create" mechanism cannot be called
from app scopes
Service Analytics PRB1272901 Jelly is complaining about missing files when the
com.snc.sa.metric plugin is not enabled
Service Analytics PRB1245841 Change how CacheManager is used for
sa_metric_schema_definition
Service Catalog PRB1239883 Shopping cart summary values are incorrectly transformed by
gs.getMessage()
Service Catalog PRB1278467 Label variables are not supported in ATF
Service Catalog PRB1240229 Unable to set values for variables of type Select or Yes/No
through a catalog client script on the RITM and Task pages.
Service Catalog PRB1279353 Estimated Delivery Date shows '1970-01-01' instead of
"--"(blank) when the due_date is set to blank during insertion
and update from a business rule
Service Catalog PRB1194586 g_form.clearValue on any variable triggers an onChange of
that field
Service Catalog PRB1244428 When used in an order guide, variable values are not retained
if it has a reference qualifier and is depending on other
variable values
Service Catalog PRB1271634 When "use cart layout" is not selected on an order guide, "this
item" is not translated to any language
Service Catalog PRB1248635 Using a client script to make the list collector (non-glide)
variable mandatory throws browser error and blocks further
g_form actions on the page
Service Catalog PRB1266947 Issue with cloning request: Bulk request submission is no
longer working
Service Catalog PRB1269113 After setting the read role on a catalog item variable to a
specific group, when a user orders that item the variable does
not appear
Service Catalog PRB1188106 UI Policies cannot build conditions on a list collector variable
with attribute set to 'glide_list'. The reference list lookup
window does not open to select a value
Service Catalog PRB1279349 The catalog property to control ability to clone requests to
users with a specific role was deprecated when sc_layout was
enabled
Service Catalog PRB1240363 Validate Variable Values does not work when using output
from previous steps
Service Catalog PRB1242442 Reference qualifier on the look-up select box does not work
on the variable editor upon loading the form
Service Catalog PRB1235160 Since Jakarta, the Variable Editor breaks a form if the record
had a change in class since being created by a Record
Producer with variables
Service Catalog PRB1235553 Check box variable does not get ticked when set to read-only
from a Catalog Client Script
Service Catalog PRB1271940 Variables in record producer extend to fit the page instead of
being sized properly

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog PRB1275566 Clearing the value of a reference variable via
g_form.clearValue does not allow it to pass validation: "The
following fields contain invalid text:"
Service Catalog PRB1276589 Using referencing qualifier on lookup select box is performing
slowly after upgrade to Kingston
Service Catalog PRB1249745 Using the 'GlideappCalculationHelper' API to add an item to
an existing Request adds the item to the cart but does not
remove it
Service Catalog PRB1264457 A reference-type item variable with reference qualifier does
not work in the condition builder
Service Catalog PRB1280512 Additional items are getting attached to the parent request
when trying to check out the order guide items
Service Catalog PRB1201267 ATF on record producers fails on the step Variable State
Validation if the fields in the forms are controlled by UI policies
Service Catalog PRB1243189 "Available for" restrictions on catalog items are not enforced in
order guides
Service Catalog PRB1291018 Catalog task cannot be saved or closed because the
mandatory fields checks fail
Service Catalog PRB1089977 On Call Scheduling > My Group Schedules wizard banner
violates 1.3.1 Info and Relationships Level A WCAG guideline
Service Catalog PRB1272502 "See more" button on the Service Portal Catalog is not
working correctly
Service Catalog PRB1250076 Calls to the sn_sc (Service Catalog API) to add items to cart
generate warning messages and do not return pricing
information correctly
Service Catalog PRB1254824 Variable in the sc_req_item is shown differently in Japanese
Service Catalog PRB1255600 JavaScript console error occurs when viewing RITM or TASK
catalog records with variables for which the user does not
have read roles permission
Service Catalog PRB1247082 Reference qualifier condition is not honored for the Lookup
select box when the table has multiple values with same
Lookup field
Service Catalog PRB1189863 On order guides, subtotal reverts to base price after updating
the quantity, continuing the order guide, then returning to the
tab where users changed the quantity
Service Catalog PRB1199775 The Item field on the Requested Item form shows irrelevant
items in the auto-suggestion list
Service Catalog PRB1241425 Back button functionality is not working as expected
Service Catalog PRB1271789 The 'sp-variable-editor' widget uses the latest variables to
show requested item data, not the variables from when the
item was ordered
Service Catalog PRB1236734 Catalog UI Policy will not hide a container as expected after
revealing it
Service Catalog PRB1267089 The Reference popup icon displays for Catalog items in
Service Catalog for ESS users with an Open Record button
that goes to an empty form
Service Catalog PRB1244791 Changing choice list configuration of multiple choice variables
breaks existing RITMs

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog PRB1255587 JavaScript error with use of g_form.getEditableFields() on
legacy catalog forms
Service Catalog PRB1259387 CartJS.orderNow and other functions to submit orders
generate errors
Service Catalog PRB1259575 An Image in a UI Macro does not take up 100% width in order
guides, but it does take up 100% width in catalog items
Service Catalog PRB1285111 The g_form.getElement is returning as undefined in Service
Catalog
Service Catalog PRB1236310 In Jakarta, Cart function does not check for an invalid item
and creates RITM without any valid catalog item
Service Catalog PRB1274235 Advanced reference qualifiers on a Reference variable do not
work when Checkbox is present in a wizard
Service Catalog PRB1256482 The filter condition for list collectors in rule guides shows only
'is', 'is not', and 'is anything'
Service Catalog PRB1258116 Unable to clear the value in List Collector variable
Service Catalog PRB1259274 Catalog onload/onchange client script does not hide macro
variables type
Service Catalog PRB1272413 Admin home categories are not hidden when accessed from a
catalog item variable in Service Portal
Service Catalog PRB1147691 After clicking "Add to Cart" in the Service Catalog "Order this
Item" widget, the tooltip style changes in the "Shopping Cart"
widget
Service Catalog PRB1238352 "Requested For" is not working as expected when trying to
order items from a Bundle
Service Catalog PRB1274642 g_form.getValue("<id>") for multiple-choice variable returns
empty for users without the write role
Service Catalog PRB1172811 Searchable choice on catalog page is not working correctly
when using it with the ref_qual_elements attribute
Service Catalog PRB1260647 508 Compliance issues with form fields on catalog Item that
are missing a valid label
Service Catalog PRB1249310 Changing the title of a category is not updating the Service
Catalog and Service Portal pages unless the cache is cleared
Service Catalog PRB1252127 g_form.setValue('ref_var_name', '', ''); does not clear the
sys_id when passed an empty value in Service Catalog,
three(3) parameter setValue API
Service Catalog PRB1252674 Using a catalog client script to clear a selected button on a
multiple choice field does not completely clear the selection
or reset the mandatory flag
Service Catalog PRB1245406 Delegates who are end users cannot access the approvals of
users they are delegates for
Service Catalog PRB1256170 The variables of type "Multiple Choice" and "Lookup Multiple
Choice" in Kingston are not working the same way as in
Jakarta.
Service Catalog PRB1259553 When using a Catalog Order Wizard panel, if the catalog item
has input fields to select, the 'Changes you made may not be
saved. Stay/Leave" alert is shown continuing to the next page
Service Catalog PRB1259816 Issue with non-visible mandatory variables

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog PRB1239697 OnChange fired multiple times on a list collector variable
configured as glide_list
Service Catalog PRB1240968 Read-only choice fields on catalog shows dropdown values
Service Catalog PRB652410 Close Task UI action displays on pending catalog tasks
Service Catalog PRB1272741 On RITM page, the UI policy to make the table variable (multi-
row variable set) mandatory/hide/readonly is not working
Service Catalog PRB909763 Hovering over the preview icon for a record on a report on a
homepage causes the homepage UI to expand by a few
millimeters causing the cursor to move position so that is not
directly not over the 'i' preview icon
Service Catalog PRB1248987 When glide.expert.checkout.twostep is true, editing the
shopping cart order causes the loss of the association to the
project task where the request was created.
Service Catalog PRB1249697 The "Items Added After Request Approved" business rule is
overwhelming a method needed in the "Cascade Request
Approval to Request Item" business rule
Service Catalog PRB1249978 Using a lookup select box with a reference qualifier dependent
on an inactive lookup select box removes the variable from
the RITM.
Service Catalog PRB1253429 Not able to update the RITM/Task tickets even after providing
the value in mandatory radio button variables
Service Catalog PRB1254151 g_form.addOption for Select type variable does not work as
expected
Service Catalog PRB1254710 When a list collector or a reference variable is on a catalog
item, an error/popup appears
Service Catalog PRB1244877 The OOB business rule "Reset Binding" is not translated
Service Catalog PRB1283775 The GET method does not return the "none" key in the REST
response for the Catalog API
Service Catalog PRB1241681 OnChange fired for list collector variable (no glide_list) when
the value from the Available/Selected list is selected for
movement
Service Catalog PRB1287663 Catalog Items with 'Lookup Recurring Price' selected but no
'Lookup Price Field' value selected do not display the Price
under Order Now in Service Portal
Service Catalog PRB1234171 The variable attribute 'ref_ac_columns_search=true' does not
work in tasks created by the 'Catalog Task' activity in a
workflow
Service Catalog PRB1234652 Unable to attach an image when clicking on the Insert/Edit
image option on the HTML variable in a record producer
Service Catalog PRB710522 Task variables included in a list report display no data
Service Catalog PRB717535 Helsinki: "Create Request" UI action does not populate the
Parent field value in the Request record for Record Producer
type Catalog Items
Service Catalog PRB1248974 The Reference magnifier button is hidden when the page
containing a variable of type "List collector" is resized
Service Catalog PRB1261761 Catalog UI policies and client scripts are not working on the
variable editor of RequestedItem
Service Catalog PRB1262090 508 standards issues with Web: Section Headings

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog PRB1250356 Search results miss the breadcrumbs displayed beneath the
"preview" option
Service Catalog PRB1254024 Radio button is not honoring the read-only attribute for IE and
Firefox
Service Catalog PRB1256028 Existing question types, as well as newly created ones, do not
Item Designer allow editing of the order in Item Designer > Question Types
Service Catalog PRB1253025 When users make a question inactive in question types which
Item Designer has pre-configured questions, the questions are still appearing
while configuring through item designer
Service Catalog: PRB1240728 A user with no role is unable to add comments to an RITM
Service Portal requested
Widgets
Service Catalog: PRB1182292 HTML tags in are shown with Label variables within Service
Service Portal Portal, but not in other labels
Widgets
Service Catalog: PRB1260994 When an order guide with a record producer is order from the
Service Portal Service Portal, it created a REQ record and not the RITM
Widgets record
Service Catalog: PRB1278454 User without the write role to a variable cannot edit the
Service Portal variable value in the shopping cart in Service Portal
Widgets
Service Catalog: PRB1235736 When a Catalog Item with Date Time variable is "Saved"
Service Portal through the Cart Edit Button, the DateTime variable value
Widgets changes unexpectedly
Service Catalog: PRB856149 Containers with assigned read roles stop the variables from
Service Portal rendering and causes JavaScript console errors for Service
Widgets Portal users who do not meet the role required
Service Catalog: PRB1251733 The 'Write roles' field on a variable does not work consistently
Service Portal
Widgets
Service Catalog: PRB1284475 Inconsistent handling of cat item variables submitted through
Service Portal Order Guides
Widgets
Service Catalog: PRB1235047 Break lines on Catalog forms are not appearing after
Service Portal upgrading to Jakarta
Widgets
Service Catalog: PRB1244261 When requesting several items, the total price for the request
Service Portal is shown, but the requested item and related approval show
Widgets only the single price of the requested item
Service Catalog: PRB820804 The Variable Editor does not work on Catalog Task in Service
Service Portal Portal
Widgets
Service Catalog: PRB1238391 UI page variable contained inside a container variable is
Service Portal showing an input field for default view
Widgets
Service Catalog: PRB1267598 Catalog UI policy is triggered unexpectedly in Service Portal
Service Portal
Widgets

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog: PRB1244904 Attempting to clone Service Portal Widget 'SC Categories'
Service Portal returns an error: "Do not use href="#" in the Service Portal, use
Widgets href="javascript:void(0)" instead"
Service Catalog: PRB1279944 Specifying a page property for instance of SC Categories
Service Portal widget gives invalid url and 404 error
Widgets
Service Catalog: PRB1284396 The Catalog Content widget in Service Portal does not display
Service Portal an item with multiple categories in different catalogs
Widgets
Service Catalog: PRB1242319 Under cart, if the instance option is used to update the cart
Service Portal template, the result is carttemplate in JSON instead of
Widgets cartTemplate
Service Catalog: PRB1283366 Catalog Client Scripts are not running in the Mobile App/
Service Portal Browser
Widgets
Service Catalog: PRB720573 I18N issue, variable editor widget does not show translated
Service Portal values
Widgets
Service Catalog: PRB1261865 The Categories widget does not display category counts
Service Portal correctly with User Criteria enabled
Widgets
Service Catalog: PRB1246912 Cannot save the sc_req_item form because of an error in sp-
Service Portal variable-editor
Widgets
Service Catalog: PRB1240285 Price for Reference that is populated via client script on the
Service Portal Service Portal does not update
Widgets
Service Catalog: PRB1272746 In the Service Portal, users are unable to make a variable set
Service Portal read only and mandatory using a UI policy
Widgets
Service Catalog: PRB1278247 A category on a variable is causing an error in Service Portal:
Service Portal "org.json.JSONException: JSONObject["layout"] not found"
Widgets
Service Catalog: PRB1201712 Submitting a catalog item in Service Portal generates the
Service Portal browser error "TypeError: Cannot read property 'message' of
Widgets undefined"
Service Catalog: PRB1287800 SC Order Status widget does not consider the user preference
Service Portal for language when displaying "Monthly" next to the recurring
Widgets price of a request
Service Catalog: PRB944055 In iPad Portrait mode, breadcrumbs are not clickable on the
Service Portal Service catalog home page (sc_home)
Widgets
Service Catalog: PRB1261056 The Duration field with the max_unit=hours attribute displays
Service Portal an incorrect value on Service Portal in Kingston
Widgets
Service Catalog: PRB1254500 Reference qualifier on an order guide with cascade variables
Service Portal produces different results on service portal versus catalog
Widgets page.
Service Catalog: PRB1259809 Order Guide Rule based on List Collector is not triggered with
Service Portal JP8
Widgets

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 ServiceNow | London release notes

Problem category Number Short description

Service Catalog: PRB1243086 "Lookup Select Box" variable with reference qualifier does not
Service Portal load in the shopping cart widget or in edit shopping cart
Widgets
Service Catalog: PRB1236103 Breadcrumb link does not display the right category when the
Service Portal item is in multiple catalogs
Widgets
Service Catalog: PRB1247193 Variables type container start/end gets an "undefined" value
Service Portal when submitted from the portal
Widgets
Service Catalog: PRB1258863 Service Portal does not honor quantity configurations beyond
Service Portal 10 even when configured in sc_cart_item
Widgets
Service Desk Call PRB1235564 HTML tags are showing in the description of a record created
from a new_call (Service Desk Call)
Service Desk Call PRB1277062 Business rule 'CallTypeChanged to Request' is not executing
on 'Update,' only on 'Insert' (via record or Inbound email
action).
Service Level PRB1090831 Duplicate updates are getting created in the Task SLA when
Agreement (SLA) the SLA is breached
Service Level PRB1275135 Retroactive pause calculations may have incorrect business
Agreement (SLA) duration calculations if the last of multiple retroactive pause
periods is outside of the schedule
Service Level PRB1274339 Resolution SLA is not moving to 'Paused' state for a child
Agreement (SLA) incident when related to an already resolved parent incident
Service Level PRB1249908 SLA property com.snc.sla.compatibility.breach is updated on
Agreement (SLA) upgrade
Service Level PRB1267563 Customized form section on task_sla form is overwritten
Agreement (SLA) during upgrade
Service Level PRB1279932 Old SLA engine has no debug logging to identify problems
Agreement (SLA) with the calculation of sysrule_escalation
Service Level PRB1242878 'SLATimeLineV2SNC' can cause out of memory for records
Agreement (SLA) with large journal fields
Service Level PRB1267506 SLA with Retroactive Start and Retroactive Pause values can
Agreement (SLA) calculate Actual and Business Time Remaining incorrectly
Service Level PRB1275069 HistoryWalker variable values might be incorrect when
Agreement (SLA) walking through the history
Service Level PRB1248463 The $sla_timeline page is missing translations
Agreement (SLA)
Service Level PRB1249934 SLA Timeline view cab loop endlessly if original_breach_time
Agreement (SLA) is missing
Service Mapping PRB1198305 Support changes of host IP addresses
Service Mapping PRB1241668 Importing a CSV file does not work
Service Mapping PRB1243054 MID Server upgrade fails because the wmi_collector.exe file is
locked
Service Mapping PRB1234649 Pattern execution may hang when users try to restart the WMI
Collector Service
Service Mapping PRB1291033 MID Server SystemCommand CitChanged introduces slowness
and HTTP 429 errors (related to PRB1201839)

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 ServiceNow | London release notes

Problem category Number Short description

Service Mapping PRB1237774 Cisco devices are partially discovered due to a timeout in
changeto command
Service Mapping PRB1275035 Add '&' to the invalid characters for the pattern name creation
Service Mapping PRB1275137 Tracked Files: $sa_tracked_file_content.do does not support
files with JSON content
Service Mapping PRB1180107 Using the Safari browser, users cannot drag the column
dividers in the Discovery pattern designer
Service Mapping PRB1260562 Layer 2 connections are not always created because the
'absent' field in the discovery_net_base table is not
considered
Service Mapping PRB1250097 Poor performance of Business Service tree calculation
Service Mapping PRB1254871 Invalid payload error when pattern exceeds allowed number of
outgoing connections
Service Mapping PRB1256509 Pattern SSH layer cannot communicate with the OpenVMS
and cannot discover OpenVMS
Service Mapping PRB1190639 When connecting to pattern debugging session, the
host_name field on HTTP endpoint is ignored and the host
value is parsed from the URL
Service Mapping PRB1241455 In a language other than English, strings are parsed and
missed, and users are unable to restart/create the
wmi_collector
Service Mapping PRB1241896 Topology Map: Endpoint error is not in the map when the
endpoint has outgoing relations of any type
Service Mapping PRB1289466 Checkpoint Reaper fails on broken service -> layer reference
Service Mapping PRB1235905 Records in sa_network_paths table are stuck in the
waiting_for_discovery state
Service Mapping PRB1081215 Users get the following message "Error on server request
connectToExsistingBusinessService. It is impossible to connect
to service end point already belongs to."
Service Mapping PRB1252973 Service Mapping can select a MID Server that does not have
Nmap installed can cause an exception to be thrown
Service Mapping PRB1254864 Missing identifier for SAP Application Server endpoint
Service Mapping PRB1245535 The 'Delivery Controller' pattern should support HTTP entry
point (url + uri) for users that do not fill the icon path for Citrix
Service Mapping PRB1248138 IIS horizontal discovery fails when there are no running
websites
Service Mapping PRB1239849 Adding connection section to Weblogic at E-Business pattern
Service Mapping PRB1240298 Cloud access MID custom operation does not work with the
proxy
Service Mapping PRB1198119 WMB HTTP Listener failed on multiple paths leading to the
same destination
Service Mapping PRB1284107 The Solaris server fails due to ChassisSerialNumber 'unknown'
Service Mapping PRB1286427 While running discovery on IP switch, the pattern does not
always discover the switches in stack mode
Service Mapping PRB1235690 Unknown CI type error on serial number table for Horizontal
Discovery pattern for F5

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 ServiceNow | London release notes

Problem category Number Short description

Service Mapping PRB1270841 Users get many 'CI Changed' notifications because of changes
to the hit_count field in the cmdb_ci_lb_service table
Service Mapping PRB832300 Load balancer discovery does not set the status of non-
existent services, pools, and related fields to 'Absent'
Service Mapping PRB1264257 The scheduled job 'Generate entry point candidates from
netflow and netstat data' issues incorrect queries
Service Mapping PRB1247938 Jboss is discovered because the OS on the pattern was
changed from 'All' to only Windows and Unix
Service Mapping PRB1248108 Creating physical connections can cause performance issue
due to a large query on discovery_switch_fwd_table
Service Mapping PRB1240794 Oracle Forms Applications are being found as generic HTTP
applications
Service Mapping PRB1242879 Service map is not shown when the same entry points are
defined in the service model as entry points of another
environments
Service Mapping PRB1236596 Service mapping fails to detect process listening on port on
some AIX systems
Service Mapping PRB1260927 Two records per business service are added to sys_audit on
every sync of svc_ci_assoc
Service Mapping PRB1266440 If a Discovery error on the map has an unescaped character in
the message, PDF export fails
Service Mapping PRB1254819 SSH layer of the pattern engine may hang while trying to
execute command with sudo
Service Mapping PRB1255919 The 'Is hidden' check box makes the 'Save' button unclickable
Service Mapping PRB1269703 SAP CIs pattern uses MQ Flow Endpoint, and ActiveMatrix
Business Works as a Target CI type, but it is incorrect with
other app types integrated with SAP
Service Mapping PRB1235886 Business service map throws error "Cannot display the map:
Found link with invalid source/target"
Service Mapping PRB1236580 On some Solaris systems, Service Mapping fails to discover the
process listening on the port
Service Mapping PRB1237296 Unable to stop MID Server services with WMI collectors
Service Mapping PRB1275115 Outdated connections handler does not check user decision
regarding traffic-based connections
Service Mapping PRB1168109 Service Mapping issue with additional prompt
Service Mapping PRB1265333 Azure LB service top-down discovery does not find the
correct pool
Service Mapping PRB1245638 Oracle RAC connection is not discovered if it is directly in the
web.config file and does not search within files that
web.config refers to
Service Mapping PRB1247903 MSSQL database is not discovered on Windows machines
because it has "_" in the name
Service Mapping PRB1189354 When resuming discovery on a connection going to localhost,
the system replaces the value in the 'host' field in the endpoint
with the IP of the computer
Service Mapping PRB1283300 VeritcalFile parsing strategy creates HashMap instead of
List<HashMap> that represent table

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 ServiceNow | London release notes

Problem category Number Short description

Service Mapping PRB1287253 In the Single Service form, the Update operation relies on a UI
action which is supplied by Change Management and the
operation may fail
Service Mapping PRB1088871 PDF export of a business service contains 'truncated'
hostnames
Service Mapping PRB1178094 Failed to match endpoint of type cmdb_ci_endpoint_sap
Service Mapping PRB1239245 Access is denied when trying to run dir command on a host
through shared host
Service Mapping PRB1266425 Cloud Discovery does not work on Azure resources
Service Mapping PRB1267081 Cannot open the debug session for patterns on a specific
domain from the Service Mapping topology map
Service Mapping PRB1255810 On some Linux systems, Service Mapping process detection
should fall back to lsof when netstat command fails to bring
the process ID
Service Mapping PRB1258569 When there is more than one PID in the IIS discovery log,
'show traffic-based connections' does not show all the
relevant connections
Service Mapping PRB1242275 Dependency Types should only be visible to users with the
Service Mapping plugin
Service Mapping PRB1239501 The discovery of SAM premium CIs changes from probes to
using patterns
Service Mapping PRB1258015 In some cases, createPhysicalConnections function is not
called when the device discovery is completes
Service Mapping PRB1284247 Recomputation job thread limit scripts for pre-Kingston
releases must be removed or deactivated on upgrade to
Kingston
Service Mapping PRB1235400 SNMPProviderImpl.java contains a typo
Service Mapping PRB1235582 Patterns are not synced to a MID Server after getting updated
via an update set
Service Mapping PRB759202 In a pattern step, file output gets truncated
Service Mapping PRB1238988 Business service without traffic base creates an error in the
logs
Service Mapping PRB1177213 Linux devices with the SNMP service running on them are
discovered as ISAM devices
Service Mapping PRB1249836 A pattern is not synced with MID Server after republishing
Service Mapping PRB1263501 Service Mapping discovery of large load balancers can fail
Service Mapping PRB1264354 PostGres 8.1 and earlier are not discovered
Service Mapping PRB1254886 If MID Server property 'mid.sa.ssh.port' is defined with more
than one port when more than one port is open, the property
is ignored
Service Mapping PRB1245096 When a Windows host that was previously discovered is not
active anymore, Service Mapping tasks may hang for a long
time
Service Mapping PRB1245264 Correct credentials for SNMP v3 must be with the highest
order while executing SNMP query
Service Mapping PRB1245550 Sys_index_cmdb_ci_endpoint_manual_endpoint_identifier.xml
is always a Skipped Error in a Jakarta to Kingston upgrade

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 ServiceNow | London release notes

Problem category Number Short description

Service Portal PRB1278244 Service Portal widget sn-record-picker issue with translated
field
Service Portal PRB1190755 UI scripts are cached to the browser and not refreshed/
updated with the page refresh
Service Portal PRB1244280 Portal widget "search page," options include unused and
unsupported "Show score" value
Service Portal PRB716271 Tagged Questions List widget with long, unbroken text or
wide image exceeds the container width
Service Portal PRB756643 Dropdown from header menu can be hidden if the screen
width is sized down
Service Portal PRB1245251 Flagging a knowledge article adds a public comment in
Service Portal
Service Portal PRB1248319 Type-ahead search from Homepage search does not honor
the type-ahead contextual_search_sources option
Service Portal PRB1240915 When typing the Polish letter "ś" (Alt Right + s), no text
appears
Service Portal PRB1283704 Ticket-conversation widget fails if an attachment was created
by a user without a Name
Service Portal PRB1233990 HTML tables added as comments via code tags can extend
outside of the ticket conversation widget
Service Portal PRB1234756 Reference fields do not highlight (Editable Highlight) when
navigating through the "Tab" key
Service Portal PRB716182 Error on SC Shopping Cart widget due to the capitalization of
cartTemplate in option schema
Service Portal PRB754298 Service Portal infoMessage and errorMessage timeout do not
have configurable notification timing and the current timeout
is too short
Service Portal PRB1090391 The reference field 'No Matches Found' message is not
translated
Service Portal PRB1238437 Getting server JavaScript errors when "Data Table from
Instance Definition" widget is cloned in an application scope
and no "Link to this page" option is specified
Service Portal PRB1170659 The text area field in the Service Portal can expand
horizontally but not vertically
Service Portal PRB1264280 Date translations for the month are not working in Service
Portal for Dutch language
Service Portal PRB1246298 Delegates cannot see the Approve/Reject UI buttons in the
"Approval Info" widget
Service Portal PRB1247411 The 'Target' HTML link attribute is not working in the avatar
dropdown in the Service Portal header
Service Portal PRB1241069 Service Portal update_synch tables must extend
sys_metadata
Service Portal PRB1283468 Adding images to an HTML field through the service portal
form widget adds the image every time the form loads
Service Portal PRB688321 The widget editor should throw error message if it failed to
save

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Problem category Number Short description

Service Portal PRB715786 Autocomplete on reference field/variable fails if display
column of target table is translated_text
Service Portal PRB734909 Branding editor colors are not being applied to panel
headings
Service Portal PRB1249515 Date and date/time variables and fields are broken for certain
languages in Service Portal
Service Portal PRB1245025 Service Portal type-ahead widget fails to search properly if the
user clicks magnifying glass during search
Service Portal PRB1245160 "Homepage Search" and "Search Page" results do not match
Service Portal PRB1184967 Pasted images in the HTML editor need to be converted to
attachments like in the normal UI
Service Portal PRB1282507 The Service Catalog Service Portal plugin must not be
activated before the core Service Portal plugin
Service Portal PRB1286028 Reference field 'Loading more results' message in
autocomplete is not translated
Service Portal PRB1099834 The Save button on the form is not disabled after the first
click, allowing multiple form updates
Service Portal PRB1275119 "Ticket Attachment" widget generates an error if the URL
does not have table and sys_id parameters
Service Portal PRB1241397 Compile error occurs when updating cloned Approval Records
widget due to unwrapped server script
Service Portal PRB1201227 Inconsistency between Service Portal interface and the
standard UI in the replacement of invalid characters when
creating an ID for a widget
Service Portal PRB1210022 My favorite tags widget contains non-translated "Tags saved"
message
Service Portal PRB1234450 Unnecessary and confusing console.dir line left in the Carousel
widget
Service Portal PRB1236116 Unable to nest multiple widgets in an already embedded
widget
Service Portal PRB1271158 Yes/No variable is not translated in Ticket Fields widget
Service Portal PRB1065398 The unscripted search source does not pass a score to the
result object, causing results to appear out of the correct
order
Service Portal PRB748303 12 hour glide.sys.time_format is ignored in Service Portal date/
time picker
Service Portal PRB1099142 Visual labels not associated with their respective form
controls: APM
Service Portal PRB916136 When clearing a field, sn-record-picker directive is triggering
field.change event more than once
Service Portal PRB1237925 Copy/paste for HTML fields works, but the option to paste
does not show up in the right-click context menu
Service Portal PRB1245428 Next and Previous buttons are hidden on the Approvals
widget after updates are made to the page
Service Portal PRB1246410 Users with sp_admin are not able to create sp_carousel_slide
Service Portal PRB1281700 Context menu on list and form is not in focus

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 ServiceNow | London release notes

Problem category Number Short description

Service Portal PRB1244057 Gender is not considered in form widget title
Service Portal PRB1235418 Inactive articles are displayed in the 'KB Category Page'
widget
Service Portal PRB1270084 The business rule run from the Service Portal on a custom
scoped application does not honor the current object
Service Portal PRB728162 Using calendar picker in Service Portal triggers onChange
event multiple times for Date/Time field
Service Portal PRB1042792 The time in Date/Time variables in the service catalog saves as
00:00:00 in the 24 hour data format if the second is skipped
Service Portal PRB1250913 In the General Request form, the screen reader is 'trapped' in
drop-down fields/variables like 'Requested for'
Service Portal PRB1245121 Line breaks/linefeed characters are not used when displaying
multi-line text in standard list widget
Service Portal PRB1288858 The panel_body_height option in Simple list widget is not
working on Internet Explorer
Service Portal PRB1244328 UI action conditions are being re-evaluated when a record is
modified
Service Portal PRB711148 Dropdown menus stay on the page after using browser back/
forward buttons
Service Portal PRB1262349 The g_form.removeOption() is not working in Service Portal
forms
Service Portal PRB1269430 Service Portal throws a JS error on clicking a UI action if the
form contains a reference field which is mandatory at the
dictionary level
Service Portal PRB1245120 Thousands separator is not displayed in the Service Portal
(price, currency, integer, decimal)
Service Portal PRB1285737 Lookup select box variable dependent on another lookup
variable with reference qualifiers is not getting set on a record
producer using onload client script
Service Portal PRB1085963 The Service Portal Designer does not gracefully fail when
users in a scoped context make modifications to pages in a
different context
Service Portal PRB829127 Calendar picker for Date/Time fields does not close when
focus goes to another field
Service Portal PRB908697 Header menu item hint field is not translated
Service Portal PRB958853 Sysapproval_approver.document_id is not populated correctly
by the workflow when a record is created
Service Portal PRB1268319 Ticket widget - Typing and pressing enter quickly might
truncate the comment being added
Service Portal PRB1255206 When glide.attachment.extensions is customized, Images are
stored incorrectly when users drag and drop or paste in
Service portal TinyMCE editor
Service Portfolio PRB1150586 Business Service Catalog page does not exist without demo
Management data, causing menu item to work improperly
Service Portfolio PRB723995 Attachment icon is shown for Business Service
Management (sc_cat_item_service) type Catalog Items, and the Item can
be used in other inappropriate ways

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 ServiceNow | London release notes

Problem category Number Short description

Service Portfolio PRB1205734 Under the business service entries (sc_cat_item_service) the
Management Commitments do not show in order on the page
Service Portfolio PRB1249726 In the "MY Services SLA" homepage report, the commitments
Management display in a random order
Service Portfolio PRB831595 X-axis and Y-axis on the "Availability commitment report"
Management graph are mislabeled
Service PRB1273849 In workspace, 'oldValue' in client scripts reflects the value in
Workspace the database, but in the platform form it reflects the last
changed value
Service PRB1245985 Platform attach function is not using kb_attachment
Workspace configuration
Service PRB1285180 Adding attachments via email client throws an error in JS
Workspace Console (Chrome browser)
Service PRB1272054 Searching on a reference field lookup list does not use
Workspace keyword search
Slushbucket PRB1268024 UI macro 'ui_slushbucket' is broken
SNC-Provision PRB1256389 During upgrade, dist-upgrade-runner throws exception while
trying to log exception
Software Asset PRB1267422 Platform reports on the dashboard show no values
Management
Software Asset PRB1242037 Device dropdown is not populating in Procurement because 'is
Management active=true' for an invalid column
Software Asset PRB1289196 Business Rule "Auto Select SW transform for SCCM 2012v2"
Management needs to be updated to check SAMS and legacy SAM
Software Asset PRB1263298 When viewing some CIs in the CMDB, the following error is
Management displayed twice 'Syntax Error or Access Rule Violation
detected by database'
Software Asset PRB1242017 Software reconciliation does not complete when there are
Management entitlements with an empty license metric
Software Asset PRB1244358 Discovery model normalization job errors out in the middle of
Management running
Software Asset PRB1282362 O365 - response body from Microsoft has changed and the
Management wrong values are entered in the samp_sw_subscription table
fields
Software Asset PRB1290865 An exception is thrown when upgrading SCCM 2012 to version
Management 1702
Software Asset PRB1262793 Contract Compliance Checks are not customizable
Management
Software Asset PRB1267472 Installed Software probe fails when there is a mismatch in the
Management data retrieved
Software Asset PRB1263114 "Consumed" is available in the State field for an asset, even
Management when the Class is Hardware
State Flows PRB1260948 Unable to add 'Starting State' and 'Ending State' in State flows
form in Internet Explorer v11
Survey PRB1084030 Check box does not honor the dependency defined in the
Management survey designer

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 ServiceNow | London release notes

Problem category Number Short description

Survey PRB1236950 Difficulty updating an incident (related record) when it is
Management opened from a survey
Survey PRB1256373 Type-ahead search does not work for Survey reference fields
Management in Service Portal
Survey PRB1266935 Users are able to access surveys that are in Canceled state,
Management although their responses are not saved
Survey PRB1272791 Clicking the 'Instance Number' hyperlink in the Survey report
Management based on the 'Metric Results' table navigates to the
assessment_take2 UI page
Survey PRB1263681 Category/Question Images in details are not displayed for
Management public surveys
Survey PRB1290131 Problem on surveys when trying to save one in the French
Management language
Survey PRB1181351 Button on My Assessments & Surveys does not react to the
Management assessment being completed
Survey PRB1266089 The 'Breadcrumbs' widget in Service Portal does not work
Management correctly with my_surveys page in Jakarta and Kingston.
Survey PRB1255069 Normalized values for metric results also take the inactive
Management metrics weight
Survey PRB1290355 When surveys are retaken from the portal (support_portal),
Management the state of the survey shows incorrect value "In Progress"
instead of "Complete."
Survey PRB1271726 Smiley template choices in survey are not tab/arrow key
Management enabled
Survey PRB1248172 "Satisfied" is misspelled on the Smiley Faces - Satisfaction
Management template
Survey PRB1188264 Survey introduction/end notes images do not appear for
Management guest users when taking public surveys
Survey PRB1261282 Multiple Selection assessment metric definition displays as
Management checked on the Service Portal survey page if value is set to 0
System PRB1287620 '*Unknown [label]' occurs for dot-walked fields in a form in a
Applications scoped application
Tables and PRB1249243 CMDB reparenting can fail when conflicted aliases are on
Dictionary partition tables
Tables and PRB1247974 Scoped app installation fails due to invalid ALTER TABLE
Dictionary
Tables and PRB1244340 Deparenting a table with a long table name that is greater
Dictionary than 30 characters is failing
Templates PRB1255696 Creating a template with the name of the target table applies
the template to all new records created for that table
Templates PRB1156185 Cannot apply a date field while using a template if the date
format system property is altered
Templates PRB660576 See Details after applying a template shows 'Description' field
as 'Short Description'
Templates PRB1154865 Applying a template to an HTML text field and reverting the
changes erases the content and replaces it with
'XXmultiChangeXX'

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 ServiceNow | London release notes

Problem category Number Short description

Test Management PRB1250523 Assignee chart does not display all the assignee's assigned-to
test cases in a test plan
Test Management PRB1281928 Test plan widget "tm_report_test_case_by_priority" shows
incorrect count for active test cases
Test Management PRB1277169 Saving a test case updates the test case related list on Test
Plan records
Test Management PRB1241365 Dates in test plan signoff history are incorrect if date format is
dd-MMM-yyy
Test Management PRB1278480 Notify Tester gives the error message "Testing of <plan name>
already in progress" and does not send a notification to the
tester
Text Search PRB1244869 Update set does not capture setting of text_index on
extending tables
Text Search PRB1204087 Some terms are filtered from a text query because the terms
are too common
Text Search PRB1234732 Global text search has Issues with ordering and grouping
results
Text Search PRB1207139 Global text search results dragged to the Favorites/
Bookmarks tab do not work
Text Search PRB1237035 Knowledge results always appear above other categories
because its ir_query_score is consistently higher
Text Search PRB1259828 Searching for a variables value on global search does not work
after regenerating text indexes
Text Search PRB1243839 Text indexing causes Out of Memory condition when indexing
the workflow stage field in sc_req_item
Text Search PRB1254713 Records with attachments that do not have a file name do not
get indexed properly and do not show up in keyword search
Text Search PRB607614 Grouping a list after a text search results in a white screen and
a server error with a stack trace
Text Search PRB1248682 Global Search and search auto-complete are returning missing
results in multi-language instances
Time Card PRB1284223 Time Sheet - Info message day is not translated in a
Management multilanguage instance
Time Card PRB1236000 In Worker Portal, Tasks tab, selecting a task option changes
Management the sort order of task choices
Time Card PRB1250304 Activating the Time Card plugin breaks updates on sys_user
Management when the manager is changed
Time Card PRB1236142 Adding notes to a time card in the Worker Portal causes
Management instance slowdown and unavailability if there are only numbers
in the user_name column
Time Card PRB1290956 Worker Portal "add unassigned tasks to time sheet" link
Management displays ASCII for some characters
Time Card PRB1252187 IE11 + JAWS accessibility issues
Management
Time Card PRB1241211 Actual effort does not update properly when duplicating
Management timecards

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 ServiceNow | London release notes

Problem category Number Short description

Time Card PRB1241490 In the Worker Portal, the category cannot be changed when
Management the time card task is edited
Time Card PRB1250177 Updating the 'time worked' field does not update 'actual
Management efforts'
Time Card PRB1270082 When a time card is submitted in Worker Portal Project Task,
Management the wrong resource plan is allocated if there are multiple
resource plans for the project
Time Card PRB1237231 Unable to create a new time card using 'insert a new row' for a
Management timesheet prior to the current week
Time Card PRB1260237 Time Card created in Worker Portal allocates the earliest
Management dated resource plan when the project task has multiple
resource plans
Transaction and PRB1274224 Event Queue buildup from a backlog of logout events after
Session upgrade to London
Management
UI Action PRB1194987 Any word containing "do" that is used in a redirect URL in a
Mobile UI Action treats the preceding character as a period,
and cuts off anything after it in the URL as if it were the final
".do" in the URL
UI Action PRB1252252 Negative numbers are converted to positive due to stripping
the minus sign
UI Components PRB1241110 The com.glide.k15_demo and com.glide.service-portal.k16
plugins are unnecessary and should be removed
UI Components PRB1117354 Upgrade does not update z_last_include.js version, causing
reference-related issues
UI Components PRB1234597 When the content of the Email field is cleared, the change is
not visible in the Activity log of the User record
UI Components PRB1261179 Encoded strings containing pluses (+) are not converted to
spaces when sent through batchedGlideAjax
UI Components PRB1244490 The tooltip for the Planning Console for Manual Projects (an
icon) has visible control characters displayed
UI Components PRB1193567 Hints are not visible properly in context menus
UI Components PRB1102259 The 'Title' field under the sys_filter table is not a translated
type of field
UI Components PRB1257099 On an OEM version, the custom sys_app_module is
deactivated after an upgrade
UI Pages/Macros PRB1271528 Issue when hovering over a reference icon in
GlideDialogWindow
UI Policy/Client PRB1275667 JavaScript generated for a condition fails for new records
Script when a condition on an integer field with choice is used
Unified PRB1176883 Value of the Number field is missing when an async business
Compliance rule is used to insert/update the authority document
Framework
(UCF)
Update Sets PRB1272514 Retrieved batched update sets are missing a parent value
when the property glide.invalid_query.returns_no_rows is set
to true
Update Sets PRB1238818 UpdateMutex is not reaped on the node restart

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 ServiceNow | London release notes

Problem category Number Short description

Update Sets PRB1239388 VersionCoalescer does not preserve values for fields that do
not yet exist in the payload for an update to an existing record
for which synch_attachments=true
Update Sets PRB1089692 Update set commit should order by sys_recorded_at if
available
Update Sets PRB1254522 'Not authorized to update this record' appears in the Resolve
Conflicts window while the user is in the correct scope
Update Sets PRB1238164 An update set preview error is thrown for an object that
extends sys_metadata with a self-reference column, and
which exists on the target instance
Update Sets PRB1241953 Committing a batch update set with a scoped application
selected in the application picker places some of the updates
in the wrong scope
Update Sets PRB1092327 Update set operation or plugin activation can still proceed
while a store app is being installed or uninstalled
Update Sets PRB1273360 Backing out an update set can lead to unexpected results if
glide.invalid_query.returns_no_rows is set to true
Update Sets PRB1238819 UpdateMutex held for longer than 24 hours is not released,
preventing the execution of subsequent operations
Upgrade Engine PRB901457 sys_update_version records are not created for some updated
Issues records during upgrade
Upgrade Engine PRB1198005 Upgrade history form layout not resetting on upgrade
Issues
Usage Analytics PRB1246014 Log UA download results when subscriptions do not update
on daily download of contract updates
Usage Analytics PRB1237199 When a user opens the table subscription record, an "Invalid
update of subscription management attributes" error appears
Usage Analytics PRB1238204 Compliance report 'Application Use Without a Purchased
Subscription' shows no data or incorrect data
Usage Analytics PRB1274888 Entitled HR scoped app tables are hidden after an upgrade
Usage Analytics PRB1273150 App to family mapping table contains duplicate entries for
store apps that cause exceptions in customer instance logs
Usage Analytics PRB1263652 UADBListener leaks a database connection when running
against sys_user_session changes
Usage Analytics PRB1274155 persist_scores_ua_app job runs after triggers get created on
customer instances when the first one fails to run
Vendor Security PRB1244957 In Vendor Risk Management, the vendor (business partner)
Risk Assessment can submit an assessment without filling out the mandatory
(VSRA) questions
Vendor Security PRB1244454 The Vendor Portal sometimes displays an incorrect number of
Risk Assessment answered questions and total questions
(VSRA)
Visual Task PRB1270013 "@mention "Cannot see record" text is showing for the first
Boards few characters in freeform visual task boards
Visual Task PRB1179296 ESS users unable to add members in VTB if there is an ACL on
Boards sys_user.active
Visual Task PRB1259595 Record view of a VTB task displays an 'X' on top of the Save
Boards button

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 ServiceNow | London release notes

Problem category Number Short description

Visual Task PRB1244198 Field name 'Purple Label' used for Idea appears in orange text
Boards on VTB
Visual Task PRB1256281 When a visual task board has a specified assignment group,
Boards and an unassigned card is assigned, the Details tab does not
honor the assignment group condition.
Visual Task PRB964390 "Additional assignee" field uses dependent attributes of the
Boards "Assigned to" field on VTBs
Visual Task PRB1267524 Conditions added to Visual Task Board filters do not appear in
Boards reference pop-up window
Visual Task PRB960086 When a reference qualifier is added to the 'Additional
Boards Assignee' field for a VTB, it appears on the form view for a
VTB task instead of the VTB view itself
Visual Task PRB1198855 VTB card fields do not appear in the same order as the
Boards associated form layout
Vulnerability PRB1263862 When a vulnerable item has a vulnerability score of 0 or blank
Response for a CI associated to a noncritical business service, and a
vulnerability calculator group is used, an incorrect business
impact is set on vulnerable items
Vulnerability PRB1285573 Bulk edit UI action for vulnerable item freezes the browser
Response window
Vulnerability PRB1252456 sn_vul_vulnerable_item text indexing is on by default, which
Response causes an excessive number of events to 'age'
Vulnerability PRB1278304 Processing of the sn_vul.group_state_change event runs
Response slowly due to an inefficient query
Vulnerability PRB1289019 The Vulnerability Analytics (com.snc.vulnerability.analytics)
Response plugin contains invalid demo data
Vulnerability PRB1280288 Encoded information received from the NVD did not get
Response decoded
Vulnerability PRB1284296 Language translation issue: Vulnerability Groups > Filter Type
Response shows the information message in English, regardless of the
language selected
Vulnerability PRB1270527 Unable to "Defer" a vulnerability group if the date format is set
Response as dd-MM-yyyy or MM/dd/yyyy
Vulnerability PRB1248469 Updates to the sn_vul_vulnerable_item.age column cause text
Response index events to back up
Vulnerability PRB1252287 Vulnerability state transition can bypass approval workflow
Response
Vulnerability PRB1240484 Vulnerable Items are not sometimes not automatically created
Response
Vulnerability PRB1242802 When launching a vulnerability scan with more than 20
Response vulnerable items (IP addresses), Java out-of-memory errors
occur
Vulnerability PRB1275212 Relationships/related lists previously created using the
Response Vulnerability Response plugin in an earlier release no longer
exist
Vulnerability PRB1276876 Open vulnerable items with the fixed substate are exhibiting
Response abnormal behavior

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 ServiceNow | London release notes

Problem category Number Short description

Vulnerability PRB1259474 Relying on SQL unique constraint is not a good method for
Response avoiding duplicate data in the Associated IP Addresses
(sn_vul_vi_ip_address) table
Web Services PRB1242788 Log errors: RESTAPIProcessor : Unknown exception
RuntimeException: Streaming errorDetail: Streaming error are
being observed
Web Services PRB582537 Cannot clear a value or set an empty value in the SOAP API
Web Services PRB629039 SOAP SocketTimeoutException warning message to
nodestats ecc_queue is spamming the logs
Web Services PRB1243859 Unexpected REST API response: The "ci" attribute is empty
when the sysparm_display_value query param is set to true,
but it is populated when sysparm_display_value is not
included
Web Services PRB810678 For incoming REST Post calls with content-type application/
xml, null values are inserted as TRUE
Web Services PRB1249474 During upgrade: org.mozilla.javascript.EcmaError:
"GlideSystemSemaphore" is not defined
Web Services PRB1290329 No advice on how to access WSDL without authentication as
per Properties->Require authorization for incoming WSDL
requests
Web Services PRB1271029 Requesting sys_user WSDL is causing the instance to run out
of memory
Web Services PRB1073626 REST service responses for the "application/xml" and "text/
xml" content types return an empty closed xml tag when the
value is true for boolean fields
Workflow PRB1264290 The calcDuration method of DurationCalculator is incorrectly
adjusting on the day when daylight saving time starts,
impacting Breach Time calculations for SLAs
Workflow PRB1239648 The workflow.inputs variable becomes an undefined value
after an approval activity is completed
Workflow PRB1243698 When a request approval rejects some items and approves the
rest, all items render as approved
Workflow PRB1238207 Records excluded by a previous fix remain in a broken state
due to the wf_context.stage_states value being empty
Workflow PRB1248620 Workflows do not follow the error condition transitions and
stop executing if an activity faults
Workflow PRB1262906 Incorrect calculation of catalog task duration
Workflow PRB1239304 Approvals that come after a rollback point in a workflow are
reset by generated activity if it comes after the approval, but
before the rollback
Workflow PRB1248512 The 'Run if no other workflows match' workflow properties do
not work if a previous update to the record started a flow
Workflow PRB1249900 In some cases, the old stage in the activity stream on a RITM
can display the value instead of the Display value
Workflow PRB1239700 After a "Rollback To" activity is executed a second time, a
Manual Approval activity.result goes to "Skipped"
Workflow PRB1285921 Double clicking on any workflow activity opens two 'Activity
Properties' popups in the Workflow Editor

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 ServiceNow | London release notes

Problem category Number Short description

Workflow PRB1237836 Join activities do not complete when the deprecated
'Rollback' activity is used in the path up to the Join activity
Workflow PRB1281016 Workflows where the domain has been overridden are not
triggering correctly from the Service Catalog
Workflow PRB1264021 "Revert to New" UI action repeatedly triggers the same sub-
workflow, causing the transaction to time out
Workflow PRB1250902 Workflow context deletion does not clean up
wf_workflow_binding records
Workflow PRB1253385 Workflow activity update fails to close the modal when
proxy'd URL's

ODBC Driver 1.0.14 release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

The ODBC Driver 1.0.14 release contains fixes to these problems.

Download the 1.0.14 version of the ODBC Driver from the HI Knowledge Base.

Fixed problems in the ODBC Driver 1.0.14

Problem Short description Description

Open Database A ODBC query to a 'string' with When using ODBC to query to a 'string' that
Connectivity the value of a field name will matches the value of a field name, it translates
(ODBC) translate to the incorrect 'same to an incorrect 'same as' query. The incorrect
as' query, returning incorrect query can return the incorrect rows.
PRB1162624 rows

Open Database The JRE was removed from

Connectivity ODBC installers
(ODBC)

PRB1267497

Open Database 64-bit ODBC Driver fails to FedRAMP data centers no longer allow for
Connectivity connect to instances hosted in connections made with TLSv1.1 or lower. The
(ODBC) FedRAMP datacenter due to 64-bit version of the 1.0.13 driver uses JDK
TLSv1.2 requirements 1.8.152, which has been known to have issues
PRB1278032 with TLS. As a result, the server rejects the
connection when falling back to the next
highest version.

For symptoms, cause, and resolution

information, see KB0563593 in the HI
Knowledge Base.

Other ODBC 1.0.14 information

• Install an ODBC driver patch
• ODBC driver installation requirements and supported software

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 ServiceNow | London release notes

• Download and install the ODBC driver

ODBC Driver 1.0.13 release notes

Last updated: July 26, 2018
Last updated: July 26, 2018

The ODBC Driver 1.0.13 release contains fixes to these problems.

Download the 1.0.13 version of the ODBC Driver from the HI Knowledge Base. Refer to the
product documentation for instructions on installing the ODBC driver.

Fixed problem in the ODBC Driver 1.0.13

Problem Short description Description

Open Database ODBC driver returns non-integer Users cannot use ODBC driver 1.0.11 correctly in
Connectivity fields as NTEXT where varchar is combination withL: SQL Version: Microsoft SQL
(ODBC) expected Server 2014 (SP2-CU2-GDR) (KB3194718) -
12.0.5532.0 (X64) Oct 5 2016 20:28:25
PRB1110116 Copyright (c) Microsoft Corporation Enterprise
Edition: Core-based Licensing (64-bit) on
Windows NT 6.3 <X64> (Build 9600: )
(Hypervisor)

"SELECT INTO" queries cause the ODBC driver

to convert fields to NTEXT where varchar is
expected instead.

Other ODBC 1.0.13 information

• ODBC driver installation requirements and supported software
• Setting ODBC properties
• Configure the ODBC driver for large data sets
•

ODBC Driver 1.0.12 release notes

Last updated: July 18, 2018
Last updated: July 18, 2018

ODBC driver product enhancements and updates in the 1.0.12 release.

Version 1.0.12 of the ODBC Driver uses Java 1.8. You may need to configure your Java path
after installing this version. See KB0597981 for more information.

Download the 1.0.12 version of the ODBC Driver from the HI Knowledge Base. Refer to the
product documentation for instructions on installing the ODBC driver.

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 ServiceNow | London release notes

Notable Fixes

Problem Short description Steps to reproduce

PRB708941 Querying more than 4MB with ODBC See Known Error for steps to
KB0597404 driver creates temp files reproduce
PRB747962 ODBC driver outputting incorrect See Known Error for steps to
KB0621993 number of records when using LEFT reproduce
JOIN ON SELECT * query

ODBC Driver 1.0.11 release notes

Last updated: July 18, 2018
Last updated: July 18, 2018

ODBC driver product enhancements and updates in the 1.0.11 release.

Version 1.0.11 of the ODBC Driver uses Java 1.8. You may need to configure your Java path
after installing this version. See KB0597981 for more information.

Download the 1.0.11 version of the ODBC Driver from the HI Knowledge Base. Refer to the
product documentation for instructions on installing the ODBC driver.

Notable Fixes

Problem Short description Steps to reproduce

PRB711960 When querying a table that has a string Refer to the listed Known Error KB
KB0597602 field whose value exceeds 65535 kb, article for details.
the following error occurs:
[SN][ODBC ServiceNow driver]
[OpenAccess SDK SQL Engine]Disk
cache error. Field length:93238 exceeds
maximum limit of 65535

PRB691056 ODBC query on Display Value for a Refer to the listed Known Error KB
KB0597979 state does not return the entire Display article for details.
Value
PRB716125KB0598308
iSQL returns only 16383 bytes even if a Refer to the listed Known Error KB
field contains more data article for details.

ODBC Driver 1.0.10 release notes

Last updated: July 18, 2018
Last updated: July 18, 2018

ODBC driver product enhancements and updates in the 1.0.10 release.

Activation information
Download the 1.0.10 version of the ODBC Driver from the HI Knowledge Base. Refer to the
product documentation for instructions on installing the ODBC driver.

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 ServiceNow | London release notes

New in the 1.0.10 release

Improvements to timer and duration fields

The display format for timer and duration fields has been improved. Queries on timer and
duration fields now return the field value in the UTC timezone. You can query the field
display value, as shown in the UI, by adding dv_ to the field name. The property
LegacyDurationTimeZone has been added to preserve compatibility with legacy
integrations.

Database schema and caching properties

The EnableDBSchema and ExtendedSchemaCache properties enable you to control how

the ODBC driver queries and caches database schemas.

Notable Fixes

Problem Short description Steps to reproduce

PRB634397 ODBC driver fails to get data or Refer to the listed Known Error KB
KB0551938 connect when invoking multiple or article for details.
parallel connections.
PRB637895 ODBC select query does not return
columns in the defined order. 1. Using the ODBC driver version
1.0.9, run a select query.
2. Note the returned column order is
random.

PRB630646 ODBC driver caches schema between Refer to the listed Known Error KB
KB0549682 different connections. article for details.

PRB630233 The ODBC driver doesn't use the SOAP Refer to the listed Known Error KB
KB0549578 aggregate API for aggregate queries. article for details.

PRB629818 ODBC driver does not optimize select Refer to the listed Known Error KB
KB0549557 top N queries. article for details.

Upgrade to London
Last updated: July 26, 2018
Last updated: July 26, 2018

The upgrade process moves your instance to a new ServiceNow release version. Understand
the difference between upgrading and patching, release definitions, rollback and backup
options, and how to test your non-production and production instance upgrades.

For an in-depth explanation of the upgrade process, refer to Upgrade your instance.

Before you begin the upgrade process, read the London release notes and review the
upgrade and migration tasks for your applications and features.

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 ServiceNow | London release notes

System upgrades can be significant projects. Each ServiceNow feature release includes
major additions, and you should always consider the impact of new functionality on an
instance. Upgrading implements enhancements to all features that are part of the base
system or are already active, unless the feature is customized on your instance. For a list of
all available plugins and whether they are active by default on the base system, see List of
London plugins.

Careful preparation and knowledge of the available software, tools, and resources can
contribute to a successful upgrade. In addition to the materials provided by ServiceNow, it is
important to understand how your ServiceNow instance is currently operating and the
performance level of key business functionality. Set the expectation with IT and business
users that time must be dedicated to preparing for, implementing, and testing ServiceNow
upgrades.

If you have any issues during the upgrade process, contact ServiceNow Customer Support.
ServiceNow Customer Support is available 24 hours a day, 7 days a week to assist you with
any questions or issues.

For additional help with upgrades, ServiceNow also offers various Production Readiness
Services. These services specifically address challenges with instance upgradability,
manageability, scalability, and performance. The reviews are performed by a ServiceNow-
certified professional consultant, who provide recommendations to align customer
configurations with ServiceNow best practices. Contact your ServiceNow sales
representative for more details.

Upgrade durations in London

The performance of the upgrade engine is enhanced, resulting in significantly shorter
duration times for family-to-family upgrades. A family-to-family upgrade occurs when an
instance moves from its current release version to another version in a different family (for
example, upgrading from Jakarta Patch 6 to London). The upgrade process is optimized for
both patching and family-to-family upgrades.

Note: The performance improvement can be significant enough to cause concern

that your upgrade may not have run properly. As always, test your upgrades,
but do not assume that the upgrade was unsuccessful based just on the time
it took to execute.

Supported upgrades
You can upgrade directly to the latest release family. For more information about release
terminology and availability phases, see the ServiceNow Release Cycle [KB0547244] article
in the HI Knowledge Base.

Upgrades and the ServiceNow Store

The ServiceNow Store includes official applications that are developed and released by
ServiceNow. Users can download, access, and configure ServiceNow Store apps on their
instances.

Starting in the London release, new versions for a ServiceNow Store app can be defined in
patch and family releases. This includes the ability to define a minimum version and/or a
hotfix for a version you already have installed. From London onwards, if your instance has an
installed app version below the defined minimum version, the app will be upgraded to the

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 ServiceNow | London release notes

minimum required version. Similarly, if your instance has an installed app below the defined
hotfix version, your app will be upgraded to the hotfix version.

For example, consider an application that defines these versions in a release: 1.7.1, 2.4.0, and
3.0.1. In this example, version 1.7.1 is the minimum version. Versions 2.4.0 and 3.0.1 are hotfix
versions.

When an instance upgrades to the release version, the following behavior occurs:

Minimum version upgrades

Version installed before the upgrade Expected version after the upgrade
1.0.0 1.7.1 - The version upgrades to the minimum
version
1.3.2 1.7.1 - The version upgrades to the minimum
version
1.7.1 1.7.1 - The version stays the same, because the
instance was already on the minimum version
1.7.2 1.7.2 - The version stays the same, because the
instance was already ahead of the minimum
version

Hotfix version upgrades

Version installed before the upgrade Expected version after the upgrade
1.8.0 1.8.0 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
2.0.0 2.4.0 - The version upgrades to the defined hotfix
version
2.6.0 2.6.0 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
3.0.0 3.0.1 - The version upgrades to the defined hotfix
version
3.0.5 3.0.5 - The version stays the same, because the
instance was already ahead of the defined hotfix
version
4.0.0 4.0.0 - The version stays the same, because there
are no hotfix versions defined for 4.0.0+.

Upgrades vs. patches

ServiceNow organizes its releases into families. A family is a set of releases that are named
after a major city, such as London. Within a family, releases are further differentiated by
patch and hot fix number. For example, the following releases are both part of the Jakarta
family:

• Jakarta Patch 7
• Jakarta Patch 6 Hot Fix 1

Upgrading is the act of moving to a release that is in a different family than your current
release. For example, a move from Jakarta Patch 7 to Kingston Patch 2 is an upgrade
because Jakarta and Kingston are different families.

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 ServiceNow | London release notes

Patching is the act of moving to a release that is in the same family as your current release.
For example, a move from Kingston Patch 1 to Kingston Patch 2, is a patch because both
versions are part of the Kingston family.

In both cases, the target release is Kingston Patch 2. It is the difference between your
current and target release family that determines whether you are upgrading or patching.

Features, patches, and hot fixes

Each release family contains features, patches, and hotfixes.

A feature provides a complete solution that customers can implement to add value to their
organization. New features are generally only available as part of a feature release. Features
are supported with patches and hot fixes.

Type Scope
Feature
• Introduces new features
• Includes all available fixes to existing functionality
• Is production-oriented; quality and stability are of the highest priority
throughout the life cycle

Patch
• Supports existing functionality with a collection of problem fixes
• Generally does not include new features

Hot Fix
• Supports existing functionality with a specific problem fix for a feature
release
• May or may not include any previous fixes for a given release
• Does not include new features

For more information about release terminology and availability phases, see the ServiceNow
Release Cycle [KB0547244] article in the HI Knowledge Base.

Rollbacks and backups

When you plan an upgrade, remember that ServiceNow does not provide a universal
rollback option. Rollbacks are available for upgrades (for example, London patch-to-patch
and London patch-to-hotfix). The rollback window is 10 days by default. You can customize
this window by modifying the glide.rollback.expiration_days property. To request a rollback,
contact ServiceNow Customer Support.

Avoid restoring a production instance from backup, when possible, due to downtime and
data loss. When a problem cannot be solved using other methods, restoring a production
instance from backup is a final option. ServiceNow can restore an instance to any point in
time, regardless of when a backup is completed. ServiceNow provides customer support 24
hours a day, 7 days a week for assistance with critical post-upgrade issues.

Note: ServiceNow does not perform on-demand backups. Instances are

automatically backed up daily during non-peak business hours on schedules
defined by ServiceNow. The timing of existing backup schedules is not
adjusted.

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 ServiceNow | London release notes

Testing throughout upgrades

Testing is an integral portion that occurs after each instance is upgraded. After you upgrade
an instance, test and validate it.

This instance naming convention assumes that you have three ServiceNow instances. If you
have three instances, upgrade your instances in this order:

1. Development
2. Test
3. Production

If you have more or less than three instances, or if you are using Team Development, these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.

Instance Type of testing required

Development
• Conduct smoke tests.

Test
• Use the ServiceNow Automated Test Framework to assist you in testing
your non-production instances.
• For extra testing coverage, you can also conduct user acceptance testing
(UAT) on your non-production instances.

Production
• Conduct UAT.

Note: The Automated Test Framework is intended for use on

non-production instances. On your production
instance, conduct UAT only.

If you encounter any post-upgrade issues, document the issue's conditions, steps to
reproduce the issue, and your customizations. Contact ServiceNow Customer Support to
open an incident for each issue, and provide this information accordingly. ServiceNow
Customer Support is available 24 hours a day, 7 days a week to assist you with any
questions or issues.
• Upgrade your instance

Upgrading and patching your instance requires planning, testing, and validation. To ensure
a safe and effective upgrade, read the release notes, create upgrade plans, and test your
upgrade on non-production instances before upgrading your production instance.
• Upgrade and migration tasks by application or feature

Complete the upgrade tasks where necessary to prepare an application or feature for the
upgrade process, and complete appropriate migration tasks after the upgrade to protect
your data and customizations from changes to the system.
• Upgrade planning checklist (London)

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 ServiceNow | London release notes

Plan and track the activities related to your ServiceNow instance upgrade. To help ensure
that you complete all the tasks for a successful upgrade, follow the step-by-step
instructions in the upgrade planning checklist to track and plan the upgrade.

Upgrade your instance

Last updated: July 26, 2018
Last updated: July 26, 2018

Upgrading and patching your instance requires planning, testing, and validation. To ensure a
safe and effective upgrade, read the release notes, create upgrade plans, and test your
upgrade on non-production instances before upgrading your production instance.

These topics contain in-depth explanations about upgrades. For a step-by-step reference of
upgrade steps, refer to the Upgrade planning checklist (London).
• Phase 1 - Read the release notes and plan your upgrade

Before you begin the upgrade process, it is essential to read the release notes for your
target version so you understand the required upgrade and migration tasks. This
information helps you plan a safe and effective upgrade.
• Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade duration, request a full clone of
your production instance (including large tables and attachments) onto a non-production
instance. Confirm your current and target release versions, because you will later use this
information when scheduling your upgrade in HI.
• Phase 3 - Verify your upgrade configurations and schedule the development instance
upgrade in HI

Check the configuration of the Upgrade scheduled job to view how often and when it
runs. Review information about timing your upgrade in coordination with the Upgrade
scheduled job. Then, schedule your upgrade in HI.
• Phase 4 - Upgrade and validate the development instance

Track the progress of your upgrades with the Upgrade Monitor. For your first non-
production instance upgrade (your development instance), use the Upgrade Monitor to
process the skipped list of records that were not addressed in the upgrade. Then identify
your update sets and perform functional testing.
• Phase 5 - If applicable: Upgrade and validate your other non-production instances, such
as your test instance

If you have any other non-production instances in addition to your development instance,
such as a test instance, request to upgrade these instances. Request these upgrades after
you have configured and refined your development instance. Immediately after the
upgrade is complete, apply the post-upgrade changes made to your development
instance, including activating optional plugins, installing and upgrading applications, and
applying update sets.
• Phase 6 - Prepare to upgrade the production instance

After you have configured and refined your test environment to be a good representation
of your production environment, prepare to upgrade your production instance.

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 ServiceNow | London release notes

• Phase 7 - Upgrade the production instance

After you have upgraded your development, non-production, and test instances, upgrade
your production instance last. Then validate that the upgrade was complete, apply update
sets and fix scripts, and perform post-upgrade user acceptance testing (UAT).
• Troubleshooting and other upgrade resources

Use this information to troubleshoot post-upgrade issues and learn more about other
aspects of ServiceNow's upgrade process.

Phase 1 - Read the release notes and plan your upgrade

Last updated: July 26, 2018
Last updated: July 26, 2018

Before you begin the upgrade process, it is essential to read the release notes for your
target version so you understand the required upgrade and migration tasks. This information
helps you plan a safe and effective upgrade.

1. Read the release notes for your target version. Review upgrade and migration tasks that
you will need to complete before or after your upgrade.

ServiceNow provides release notes for every release. The release notes offer valuable
information about new functionality, notable changes, and fixes available in a particular
version. Read the London release notes to determine whether the upgrade contains
functionality you need and fixes that resolve any issues affecting your instance. The
release notes can also help you determine whether items you previously customized are
being upgraded. For London-specific upgrade considerations, see Upgrade and
migration tasks by application or feature.For a downloadable, sortable version of
Kingston fixed problems, see KB0623762.

2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning
checklist (London).

The checklist contains a list of planning tasks that guide you through various aspects of
upgrade preparation. You are guided through tasks such as scoping, gathering
stakeholders, identifying features to disable and enable, and creating test plans to use
throughout the upgrade. Follow these steps to ensure that all aspects of your
organization are ready for the upgrade.

3. Create a comprehensive test plan that includes test cases for all core instance
functionality and integrations, including any customizations you may have.

To efficiently test and evaluate system functionality, create a set of detailed test scripts
for your testing team to use. You will use this test plan throughout each instance
upgrade.

Instance Type of testing required

Development • Conduct smoke tests.
Test • Use the ServiceNow Automated Test Framework to assist you in
testing your non-production instances.
• For extra testing coverage, you can also conduct user acceptance
testing (UAT) on your non-production instances.
Production • Conduct UAT.

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 ServiceNow | London release notes

Instance Type of testing required

Note: The Automated Test Framework is intended for use
on non-production instances. On your production
instance, conduct UAT only.

Next Topic
• Phase 2 - Prepare for the development instance upgrade

Phase 2 - Prepare for the development instance upgrade

Last updated: July 26, 2018
Last updated: July 26, 2018

For a better understanding of your production upgrade duration, request a full clone of your
production instance (including large tables and attachments) onto a non-production
instance. Confirm your current and target release versions, because you will later use this
information when scheduling your upgrade in HI.

1. On your production instance, create a system clone and select your development
instance as the Target instance.
The clone provides you with an exact copy of production. Performing an upgrade on
your clone allows you to simulate an upgrade on your production configuration in a non-
production environment. Refer to System clone for details.

Important: For effective upgrade testing, use this clone to test on a system that
reflects the production instance as closely as possible. If your non-
production and production instances are the same size, include the
production audit log and the attachment data on your production
clone. To ensure that all production data is included with the clone,
make sure that you clear all the Exclude check boxes on the Request
Clone form. On your non-production instance, replicate typical user
behaviors that occur on your production instance to enhance an
estimate of your upgrade duration.

2. Set expectations for performance during upgrades.

During an upgrade, your performance may be impacted because your nodes initiate the
distribution upgrade. All nodes are restarted during an upgrade, but your multi-node
instances are available during an upgrade because ServiceNow instances operate on a
multi-node system. This multi-node system staggers node distribution upgrades,
ensuring that there is at least one active pair of nodes for multi-node instances during
an upgrade.

To help you set accurate expectations for performance during upgrades, be aware of the
differences between the nodes on your non-production and production instances.
Instances with one node experience a short period of downtime during the upgrade, but
multi-node instances do not have UI downtime. For details on your nodes and their
status, see the Upgrade Progress screen.

Previous Topic
• Phase 1 - Read the release notes and plan your upgrade

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 ServiceNow | London release notes

Next Topic
• Phase 3 - Verify your upgrade configurations and schedule the development instance
upgrade in HI

Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in
HI
Last updated: July 26, 2018
Last updated: July 26, 2018

Check the configuration of the Upgrade scheduled job to view how often and when it runs.
Review information about timing your upgrade in coordination with the Upgrade scheduled
job. Then, schedule your upgrade in HI.

Before you begin

You must check the configuration of the Upgrade and Check Upgrade Script sys_triggers,
which are essential to making sure your instance upgrades to the correct target version.

sys_trigger Function
Upgrade
• Queries HI to ask whether an upgrade is going to happen in a given time
interval, which is determined by the configuration for the Upgrade
scheduled job.
• Asks whether the instance should be running a different version. If so, the
distribution for that version is downloaded, and your instance upgrades
to the target version.

Check Upgrade Script

• Runs after the distribution has been upgraded.
• Performs the database upgrade.

About this task

Your upgrades are orchestrated out of your instance, not HI.

HI keeps records of what version you should be running, and your instance periodically
queries HI to check its assigned version. When you designate a time for your upgrade, your
instance begins the upgrade at that time. For example:

Action Result
You schedule an upgrade to London Patch 8 to HI changes its records to reflect that you should
take place on June 10 at 3:00pm. be on London Patch 8 on June 10 at 3:00pm.
HI waits to get pinged by your instance after the Your instance continues to operate on its current
scheduled time on June 10. release version, and it periodically pings HI.
After the scheduled time on June 10, HI receives a HI tells your instance that it should be on London
ping from your instance. Patch 8.
Your instance receives HI's notification that it Your instance starts the upgrade.
should be running a different version.

Procedure

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 ServiceNow | London release notes

1. Check the configuration of the Upgrade scheduled job to view how often and when it
runs.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. In the list, find the Upgrade scheduled job.
c. View the Next action column to determine when the job next runs.
2. Verify that the Upgrade sys_trigger is set properly for upgrading.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. Find and click the Upgrade scheduled job.
c. Make sure that the Trigger type is set to Interval.
d. Make sure that the System ID is set to None.
3. Verify that the Check Upgrade Script sys_trigger is set properly for upgrading.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. Find and click the Check Upgrade Script scheduled job.
c. Make sure that the Trigger type is set to Run at System Startup.
4. Schedule the upgrade in HI.
a. Log in to HI.
b. Click Instances in the left navigation menu.
c. Select Manage Instances.
d. [Partners only] From the user menu, use the Switch Company feature to select a
company.
e. Select the instance that you want to upgrade or patch.
f. In the Actions menu, click Upgrade Instance.
The Upgrade an Instance Service Catalog item opens up. It is prepopulated with the
instance name and available versions to which you can upgrade or patch the
instance.

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 ServiceNow | London release notes

g. To specify a date and time for the upgrade or patch, click the calendar icon next to
the Start Date and Time field.
h. Click the clock icon to select the time for the upgrade or patch.

Note: Setting the time for an upgrade or patch is important. Set the
upgrade or patch to start 10–15 minutes before the Upgrade
scheduled job runs. This setting allows enough time for the upgrade
or patch request to update HI's records about which release version
your instance should be on before the Upgrade scheduled job runs.
i. Click Submit.
A confirmation message appears. If you do not need an entitlement, a change
request is created.
5. If applicable, request a version entitlement.
a. In the Actions column, click Schedule.
If the version does require an entitlement, this screen appears:

b. Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three

days.

Note: Setting the time for an upgrade or patch is important. Set the
upgrade or patch to start 10–15 minutes before the Upgrade
scheduled job runs. This setting allows enough time for the upgrade
or patch request to update HI's records about which release version
your instance should be on before the Upgrade scheduled job runs.

c. Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement
request number is included. Click the entitlement request number to view the
request.
d. If you have any questions about your entitlement, comment on your entitlement
request after you have submitted it.

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 ServiceNow | London release notes

Previous Topic
• Phase 2 - Prepare for the development instance upgrade

Next Topic
• Phase 4 - Upgrade and validate the development instance

Phase 4 - Upgrade and validate the development instance

Last updated: July 26, 2018
Last updated: July 26, 2018

Track the progress of your upgrades with the Upgrade Monitor. For your first non-
production instance upgrade (your development instance), use the Upgrade Monitor to
process the skipped list of records that were not addressed in the upgrade. Then identify
your update sets and perform functional testing.

About this task

The Upgrade Monitor helps you upgrade an individual instance. You can monitor the
progress of an upgrade and resolve conflicts between the upgrade and customizations.

Procedure

1. Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the
upgrade to your development instance is complete.
2. After the upgrade for your development instance is complete, process the skipped
records list in the Upgrade Monitor.

As you are processing the skipped list, you may merge and revert records, resolve
conflicts for an individual record, and make additional customizations. These changes go
into the latest version, which goes into your current update set.

3. Identify your update sets.

You need these update sets for your subsequent non-production instances. If there are
issues that must be addressed after the upgrade, make the appropriate changes and
they will go into your current update set. Collect the update sets that:
• Were created while reviewing the skipped updates list.
• Were created while changing customizations to work with the latest release.
• Must go live immediately after your next upgrade.

Gathering these update sets before your upgrade expedites the process of exporting,
importing, and committing them onto your other instances. After the correct update
sets are identified, follow the standard process for moving and applying those update
sets. Refer to System update sets for details.

format="html" scope="external" product="suite-stag">Update SetsUpdate Sets for

details.
4. Before and after upgrading, conduct smoke tests on your development instance. Use
your comprehensive test plan to perform functional testing.

After upgrading, track any defects or deviations from the pre-upgrade testing results.
Defect tracking can help identify root causes and create fixes. When a fix is identified,

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 ServiceNow | London release notes

capture the fix in a single update set. The resulting update sets hold the cumulative fixes
that should be applied to the production instance.

To help automate your testing and validation on non-production instances, use the
Automated Test Framework.

Previous Topic
• Phase 3 - Verify your upgrade configurations and schedule the development instance
upgrade in HI

Next Topic
• Phase 5 - If applicable: Upgrade and validate your other non-production instances, such
as your test instance

Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as your
test instance
Last updated: July 26, 2018
Last updated: July 26, 2018

If you have any other non-production instances in addition to your development instance,
such as a test instance, request to upgrade these instances. Request these upgrades after
you have configured and refined your development instance. Immediately after the upgrade
is complete, apply the post-upgrade changes made to your development instance, including
activating optional plugins, installing and upgrading applications, and applying update sets.

About this task

This instance naming convention assumes that you have three ServiceNow instances. If you
have three instances, upgrade your instances in this order:

1. Development
2. Test
3. Production

If you have more or less than three instances, or if you are using Team Development, these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.

After you have applied your development update sets to your test instance, perform the
following tasks on your test instance (and other non-production instances, if applicable).

Procedure

1. Create a system clone down from your production instance.

2. Schedule the non-production upgrade in HI and verify your upgrade configurations.
3. Validate that the upgrade to your non-production instance is complete.
4. Install any optional plugins that were installed on your development instance.
5. Install any custom applications and post-upgrade fix scripts that you need.
6. Install update sets.
Use these update sets to move your initial changes into your subsequent non-
production instances.
7. Perform functional testing and monitor the performance of your instance.

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 ServiceNow | London release notes

Reproduce the typical user activities that occur on your production instance. The
Automated Test Framework can greatly assist you in testing your non-production
instances. For extra testing coverage, you can also conduct user acceptance testing
(UAT).

Previous Topic
• Phase 4 - Upgrade and validate the development instance

Next Topic
• Phase 6 - Prepare to upgrade the production instance

Phase 6 - Prepare to upgrade the production instance

Last updated: July 26, 2018
Last updated: July 26, 2018

After you have configured and refined your test environment to be a good representation of
your production environment, prepare to upgrade your production instance.

Before you begin

To ensure that all stakeholders in your company are prepared for the final production
upgrade, complete the administrative planning tasks in Phase 6 of the Upgrade planning
checklist (London). When upgrading a production instance:

• Obtain confirmation from IT and management that all non-production instance defects
have been fixed, validated, and included in an update set.
• Use the change management process established by your organization to track the
upgrade.
• Communicate effectively with your user community regarding changes, new features, and
process updates resulting from the upgrade.
• Negotiate a suitable upgrade time for all users of the ServiceNow system.

For example, schedule the upgrade after hours, to minimize impact to your users.
Remember to schedule the upgrade to occur 15–20 minutes before the Upgrade scheduled
job interval.

• Allow time in your change window to run all test cases and validate that all integrations,
key business functionality, and system performance are acceptable. Add a time buffer for
responding to errors without breaching the change window.

Procedure

1. Profile the performance of your instance before upgrading.

Pre-upgrade instance validation can provide a reliable benchmark of the current

operating environment and alert you to any issues that may appear after the upgrade.
For example, it sometimes appears that specific functionality is broken by an upgrade.
Analysis might show that the functionality did not work properly in the production
instance, even before the upgrade.

Before performing the upgrade, analyze the current operating environment. Specifically,
review:
• Key functionality

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 ServiceNow | London release notes

• Integrations
• Instance performance

2. Use the ServiceNow Performance homepage to document the performance of your

instance before the upgrade.
You will later compare and contrast this information during your post-upgrade validation
and testing. Benchmarks will be different for each of your instances.
To access the ServiceNow Performance homepage:
a. Log in to your instance.
b. From the list in the top left of the instance homepage, select ServiceNow
Performance.

3. On your clone, perform functional testing and monitor the performance of your instance.
Replicate typical user behaviors that occur on your production instance. Assign a
consistent core team of power users and key stakeholders to validate important
functionality in the ServiceNow instance before and after upgrades.

Previous Topic
• Phase 5 - If applicable: Upgrade and validate your other non-production instances, such
as your test instance

Next Topic
• Phase 7 - Upgrade the production instance

Phase 7 - Upgrade the production instance

Last updated: July 26, 2018
Last updated: July 26, 2018

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 ServiceNow | London release notes

After you have upgraded your development, non-production, and test instances, upgrade
your production instance last. Then validate that the upgrade was complete, apply update
sets and fix scripts, and perform post-upgrade user acceptance testing (UAT).

1. Schedule the upgrade in HI.

a. Log in to HI.
b. Click Instances in the left navigation menu.
c. Select Manage Instances.
d. [Partners only] From the user menu, use the Switch Company feature to select a
company.
e. Select the instance that you want to upgrade or patch.
f. In the Actions menu, click Upgrade Instance.
The Upgrade an Instance Service Catalog item opens up. It is prepopulated with the
instance name and available versions to which you can upgrade or patch the
instance.

g. To specify a date and time for the upgrade or patch, click the calendar icon next to
the Start Date and Time field.
h. Click the clock icon to select the time for the upgrade or patch.

Note: Setting the time for an upgrade or patch is important. Set the
upgrade or patch to start 10–15 minutes before the Upgrade
scheduled job runs. This setting allows enough time for the upgrade
or patch request to update HI's records about which release version
your instance should be on before the Upgrade scheduled job runs.
i. Click Submit.

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 ServiceNow | London release notes

A confirmation message appears. If you do not need an entitlement, a change

request is created.
2. If applicable, request a version entitlement.
a. In the Actions column, click Schedule.
If the version does require an entitlement, this screen appears:

b. Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three

days.

Note: Setting the time for an upgrade or patch is important. Set the
upgrade or patch to start 10–15 minutes before the Upgrade
scheduled job runs. This setting allows enough time for the upgrade
or patch request to update HI's records about which release version
your instance should be on before the Upgrade scheduled job runs.

c. Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement
request number is included. Click the entitlement request number to view the
request.
d. If you have any questions about your entitlement, comment on your entitlement
request after you have submitted it.
3. Monitor the upgrade to your instance and validate that the upgrade to your production
instance is complete.
There are several methods of verifying that your upgrade is complete:
• Navigate to the System Diagnostics > Upgrade Monitor.
• Navigate to System Diagnostics > Upgrade Log and locate the Notifying HI that
upgrade has been completed message.
• Navigate to System Definition > System Upgrades. Information about all system
upgrades is listed.
• Navigate to System Diagnostics > Upgrade History and search for the most recent
upgrade.
4. Apply any update sets and post-upgrade fix scripts that you have.
5. Validate and test your instance by conducting user acceptance testing (UAT).

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 ServiceNow | London release notes

Previous Topic
• Phase 6 - Prepare to upgrade the production instance

Next Topic
• Troubleshooting and other upgrade resources

Troubleshooting and other upgrade resources

Last updated: July 26, 2018
Last updated: July 26, 2018

Use this information to troubleshoot post-upgrade issues and learn more about other
aspects of ServiceNow's upgrade process.

Evaluate log data

Performance and operating information is available in the system logs, which offer an
excellent source of information for evaluating the inner workings of a ServiceNow instance.
Use this information to help resolve as many errors as possible. To access the log data,
navigate to System Logs > System Log > Errors.

Note: Not all errors in the error log are results of your upgrade. Error messages are
often present in pre-upgrade instances, and many of these messages do not
affect users or performance.

Other resources
• Quarterly Patching Program - Customer FAQ

Previous Topic
• Phase 7 - Upgrade the production instance

Upgrade and migration tasks by application or feature

Last updated: July 26, 2018
Last updated: July 26, 2018

Complete the upgrade tasks where necessary to prepare an application or feature for the
upgrade process, and complete appropriate migration tasks after the upgrade to protect
your data and customizations from changes to the system.

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer
supported.

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 ServiceNow | London release notes

Application or feature Details

Asset Management
Warning: If you upgrade to Software Asset Management
Foundation plugin (com.snc.sams) from Software
Asset Management plugin
(com.snc.software_asset_management), you
cannot revert back to Software Asset Management
plugin (com.snc.software_asset_management).

HR Service Delivery
Note: When upgrading from Istanbul, HR document
templates have a new field. The Document type field
helps to filter a list of document templates that appear
on the HR case form. HR criteria works with this field
to further narrow the list of document templates you
want available for an HR case. Because Istanbul did
not have this field, you must create new or select an
existing document type for your document templates.
See Document Types.

Notifications If you are upgrading from a pre-Jakarta release and want to enable
randomized watermarks in email notifications for upgraded instances,
activate the Random Watermark Support plugin
(com.glide.email.random_watermark). This plugin includes system
properties for managing a watermark transition period, during which the
system recognizes both randomized watermarks and non-randomized
watermarks in emails created before upgrading. For details, see
Notifications upgrade information.

Search Administration The online reindex process automatically runs on the sys_metadata table
after the London upgrade completes, with no noticeable impact on search
performance. If you must disable it, set the
glide.ts.reindex.sys_metadata.after.upgrade system property to
false. See Available system properties .
Security Operations
Integrations After you have completed the upgrade from Jakarta or Kingston to
London, navigate to System Definition > Fix Scripts, and locate and run the
Update integrations to multi-domain fix script to add the following
functionality to integration configurations:

• Specific integrations can have multiple configurations. For example, if you

have multiple Splunk instances, you can create connections and queries
that run Sighting Searches across multiple Splunk instances. This feature
is not available in Jakarta.
• A domain-separated environment is created. The script updates the
Security Integration Item [sn_sec_core_integration_item] table to
change the integration to have parent/child relationships. This allows the
parameters to be domain separated. Also, values are populated for the
following new columns:
capabilities
create_child_integration_item
max_child_integration_item
This feature is not available in Kingston.

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 ServiceNow | London release notes

Application or feature Details

• Active integrations that allow only a single configuration will include a
new integration configuration called Default.

After the script is completed, you should deactivate it.

Software Asset
Management Warning: If you upgrade to Software Asset Management
(com.snc.samp) plugin from Software Asset
Management plugin
(com.snc.software_asset_management), you
cannot revert back to Software Asset Management
plugin (com.snc.software_asset_management).

UI pages A change was introduced which may impact UI page cache rebuild times
while rendering sys_ui_page UI pages. If there is any noticeable
performance degradation related to UI pages, please open an incident with
Customer Support to evaluate increasing the UI page jelly cache.
Vulnerability Response For releases prior to Kingston, during upgrade the Vulnerable Item table is
reparented to improve performance. If you have large numbers of
vulnerable items, the upgrade process may take additional time. No special
handling is needed, however, you should stop any Vulnerability Response
activities prior to upgrade and record your vulnerable item count. Once
complete, verify that your pre- and post-upgrade vulnerable item counts
match each other. For more information on the impact of reparenting, see
the Upgrade impact of reparenting change in the Kingston release
[KB0680550] article in the HI Knowledge Base. For information on the
upgrade impact to existing instances, see the Vulnerability Response: FAQ
for Kingston Upgrade [KB0680543] article in the HI Knowledge Base. This
information does not apply if you upgrade from Kingston to this release.
For Kingston release information, see Kingston Vulnerability Response
release notes.

To reduce upgrade time, if you have Qualys or a third-party integration

installed, delete all attachments on your integration data sources. You can
find the attachments by navigating to System Import Sets > Administration
> Data Sources and searching by integration. See Manage attachments for
more information.

Application administration is not enabled, by default, in Vulnerability

Response for upgrades. If you have added custom tables that rely on
inherited ACLs, you must recreate the ACLs on that custom table. If you
added custom roles or custom ACLs, and you enable Application
administration, retest those roles and ACLs after upgrading. Ensure the
assignable by attribute on the roles is set correctly to enable access to
application administration.

Note: Once enabled, Application administration cannot be

disabled.
Existing CI Identifier Rules are disabled by default but not removed. They
appear in Security Operations > CI Lookup Rules. To reenable, open a rule
and enter values for Source and Source field, select the Active check box,
and click Submit.

When upgrading from a version prior to Kingston, the Vulnerable Items by

Remediation Target Status report does not appear in the Vulnerability
Response Overview and must be added manually.

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 ServiceNow | London release notes

Upgrade planning checklist (London)

Last updated: July 26, 2018
Last updated: July 26, 2018

Plan and track the activities related to your ServiceNow instance upgrade. To help ensure
that you complete all the tasks for a successful upgrade, follow the step-by-step instructions
in the upgrade planning checklist to track and plan the upgrade.

This topic contains step-by-step upgrade instructions. To download a PDF version of this
checklist, click here. For in-depth explanations about upgrades, refer to Upgrade your
instance.

Some optional steps may not be appropriate depending on the number of instances,
customizations, and so forth. Mark the ones you do not need in the N/A column.

Note: The process for completing steps for self-hosted customers may vary (for
example, requesting an instance clone or upgrades). These differences must
be considered during planning.

Customer name:
Product instance name: https://[instancename].service-now.com
Other instance names https://[instancename].service-now.com https://
[instancename].service-now.com

Description Yes No N/A

Phase 1 - Read the release notes and plan your upgrade
1 Review the London release notes for the target
ServiceNow feature release and patch, in addition to
product and release documentation.

For London-specific upgrade considerations, see

Upgrade and migration tasks by application or
feature.

Phase 2 - Complete these planning tasks.

2 Confirm which ServiceNow instances are in-scope for
upgrade.

3 Confirm the instance hosting model. For example,

ServiceNow cloud, on-premise, or off-premise.

4 Based on the London release notes and other release

materials, determine new functionality or notable
changes that need to be validated after the upgrade.

5 Confirm plans to enable or disable features

introduced in the new product release.

6 Review the supported web browsers to determine

browser prerequisites. For example, versions and

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 ServiceNow | London release notes

Description Yes No N/A

types supported, and additional requirements for
new UI versions. Compare these supported browsers
to your corporate standard and identify any gaps.

7 Create a project plan for cloning, upgrading, and

testing.

8 Identify the core team of testers, power users, and

key stakeholders required to validate functionality in
the ServiceNow instances before and after the
upgrade.

9 Confirm whether there are any change freeze

windows impacting the timing for environment
clones or upgrades. For example, end quarter.

10 Confirm which of the following situations applies to

your ServiceNow non-production instances:

1. Development and testing can be frozen until the

production upgrade is completed.
2. Continued development (and testing) activities
need to continue in a non-production instance
while upgrade, remediation, and testing activities
are performed in parallel on another instance.
3. Once the final upgrade to your production
instance is complete, the cloning of your final
production instance to your non-production
instance will wait until after the production
upgrade is complete.

11 Confirm the availability of other systems required for

integration testing (key resources and environments).

12 Confirm whether there are any restrictions in which

ServiceNow instances can be used for integration
testing. For example, an interfacing system is only set
up to access a specific ServiceNow test instance.

13 Confirm the testing scope and approach.

14 Create a comprehensive test plan including test

cases for all core instance functionality and
integrations.

15 Confirm the method for tracking any defects

identified during testing.

16
Create a high-level implementation plan that covers:

• the sequence and timing to upgrade non-

production and production instances
• the instances to be cloned
• the instance to be used for integration testing.

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 ServiceNow | London release notes

Description Yes No N/A

17 Confirm whether there are any change freeze
windows impacting the timing for environment
clones or upgrades. For example, end quarter.

Responsible: ServiceNow or Customer

18 Determine whether existing internal training
materials, Knowledge Base articles in the customer
instance, or other supporting documentation must
be updated to align with the upgraded version. For
example, changes in functionality or user interface.

19 Optional: Schedule the ServiceNow Configuration

Review, which provides recommendations to align
the customer configurations with ServiceNow best
practices.

Note: There may be a service charge and

require professional services
engagement.

20
On your production instance, create a system clone
and select your development instance as the Target
instance. Notify impacted users and internal
stakeholders of the scheduled date/time for cloning
(from production) and upgrade of the non-
production instance.

Note: It is important to test on a system

that reflects the production instance
as closely as possible. If your non-
production and production instances
are the same size, include the
production audit log and the
attachment data, and ensure that
you have deselected the exclude
options.

Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in HI
21 Check the configuration of the Upgrade scheduled
job to view how often and when it runs.

22 Verify that the Upgrade sys_trigger is set properly

for upgrading.

23 Verify that the Check Upgrade Script sys_trigger is

set properly for upgrading.

24 Schedule the upgrade in HI.

25 If applicable, request a version entitlement.

Phase 4 - Upgrade and validate the development instance

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 ServiceNow | London release notes

Description Yes No N/A

26 Using the Upgrade Monitor, monitor the upgrade to
your instance and validate that the upgrade to your
development instance is complete.

27 After the upgrade for your development instance is

complete, process the skipped records list in the
Upgrade Monitor.

28 Identify your update sets.

29 Before and after upgrading, conduct smoke tests on

your development instance. Use your comprehensive
test plan to perform functional testing.

Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as your test
instance
30 On your production instance, create a system clone
and select your development instance as the Target
instance.

31 Schedule the non-production upgrade in HI and

verify your upgrade configurations.

32 Validate that the upgrade to your non-production

instance is complete.

33 Install any optional plugins that were installed on

your development instance.

34 Install any custom applications and post-upgrade fix

scripts that you need.

35 Install update sets.

36 Perform functional testing and monitor the

performance of your instance.

Phase 6 - Prepare to upgrade the production instance

37 Confirm sign-off from IT and Business stakeholders
that all non-production instance defects have been
fixed and validated in update sets.

Responsible: Customer
38 Confirm the core team of key stakeholders required
to validate functionality in the ServiceNow instance
after the production upgrade.

Responsible: Customer
39 Confirm coverage for Day 1 support post-upgrade.

Responsible: Customer
40 Create a Production Upgrade Implementation Plan
that includes all upgrade steps, roles and

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 ServiceNow | London release notes

Description Yes No N/A

responsibilities, communication plans, key contacts,
support coverage for Day 1, and so forth.

Responsible: Customer
41 Schedule a walkthrough and sign-off of the
Implementation Plan with key stakeholders and the
core team.

Responsible: Customer
42 Submit and obtain approvals for change records as
required by the organization change process.

Responsible: Customer
43 Send a communication to key stakeholders and end
users with details for the production upgrade outage,
new features, and so forth.

Responsible: Customer
44 Profile the performance of your instance before
upgrading.

45 Use the ServiceNow Performance homepage to

document the performance of your instance before
the upgrade.

46 On your clone, perform functional testing and

monitor the performance of your instance.

Phase 7 - Upgrade the production instance

47 Schedule the upgrade in HI.

48 If applicable, request a version entitlement.

49 Monitor the upgrade to your instance and validate

that the upgrade to your production instance is
complete.

50 Apply any update sets and post-upgrade fix scripts

that you have.

51 Validate and test your instance by conducting user

acceptance testing (UAT). Verify with all key
stakeholders that the system is performing properly
after production upgrade, and key functionality is
available.

Changes to plugins in the London release

Last updated: July 26, 2018
Last updated: July 26, 2018

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 ServiceNow | London release notes

This table lists new plugins in the London release and existing plugins that were deprecated,
renamed, or changed in some way.

Plugin Status Description Details

Agile Development Unified New in London Include any tasks
Backlog into your agile
[com.snc.sdlc.agile.multi_task] workflow. Work with
problems, incident
tasks, enhancement
requests and other
ServiceNow tasks
just like you do with
stories.
Amazon Web Services Deprecated and Provided Integration Replaced by: Cloud
[com.snc.aws] non-supported with Amazon Web API
Services - [com.snc.cloud.api]
CloudFormation,
EC2
Application Portfolio Management New in London Access performance
[com.snc.pa.apm.problem] analytics metrics of
business
applications
associated with
Problem
management
Automated Test Framework New in London Automated Testing
Service Catalog Service Portal Framework for
com.glide.automated_testing_impl.service_catalog_portal Service Catalog
widgets in Service
Portal test step
configuration.
Chef Activities Planned for
com.snc.orchestration.activities.chefdeprecation in
release New York
Change Management - Change New in London Activate to view the
Schedule Change Schedules
[com.snc.change_management.soc] page

Cloud Management Plugin requires a Cloud plugins

[com.snc.cloud.mgmt] separate (com.snc.azure,
subscription com.snc.aws, and
orchestration.vmware)
are deprecated
Discovery API New in London This plugin provides
[com.snc.discovery.api] Discovery APIs for
scoped applications
Embedded Help Embedded help is
[com.glide.embedded_help] only available in
UI16. It is not
compatible with
UI15.
Enterprise Release Management New in London Enables you to
[com.snc.enterprise_release_management] manage enterprise
releases, product

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 ServiceNow | London release notes

Plugin Status Description Details

releases, and
deployment process.
Facilities Service Management Deprecated and Provided a floor plan Replaced by: This
Floor Plan Viewer non-supported view as part of feature has been
[com.snc.facilities_service_automation.fpv] Facilities Service replaced by the
Management. interactive facility
maps application.
HR Workday Integration Deprecated and
[com.sn_hr_wday] non-supported

Incident Alert Management Changed in London Renamed to Incident

[com.snc.iam] Communication
Management
Interaction Logging, Routing, and New in London Interaction Logging,
Queueing Routing, and
[com.glide.interaction] Queueing

Legacy Notify Planned for Enables bi- Replaced by Notify

[com.snc.notifynow] deprecation in directional [com.snc.notify].
Release New York notifications over See Migrating from
SMS, voice, and Legacy Notify for
conference bridges. more information.
Legacy Survey Planned for
[com.snc.bestpractice.task_survey deprecation in
com.glideapp.survey Release New York
com.snc.assessment
com.glideapp.survey_wizard]

List v3 components No longer available List v3 Components

[com.glide.ui.list_v3_components] for deployments. (including REST
Contact ServiceNow endpoints,
Support for directives, and
assistance. templates)
Major Issue Management New in London Enables customer
[com.sn_majorissue_mgt] communication for
issues that impact a
wider audience.
Modules IT Planned for
[com.snc.pa.hr_core] deprecation in
Release New York
[com.snc.pa.hr.context_sensitive_analytics]

[com.snc.hr.pa]

Okta Planned for

[com.snc.sso.okta deprecation in • Not available for
Release Madrid new deployments.
• Activation:
Requires
ServiceNow
personnel support.

Performance Analytics – Content New in London Application Portfolio

Pack – Application Portfolio Management
Management dashboards

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 ServiceNow | London release notes

Plugin Status Description Details

[com.snc.pa.apm] developed using
Performance
analytics premium.
Performance Analytics – Content New in London Provides integration
Pack – Application Portfolio of Application
Management and Change Portfolio
Management Management with
[com.snc.pa.apm.change_request] Change
Management which
enables to have
performance
analytics
dashboards of
business
applications
associated with
Change requests.

Activation of this
plugin on
production
instances may have
licensing
implications.
Contact your
ServiceNow account
team for details.

Project Portfolio Management New in London Enables you to

[com.snc.financial_planning_pmo] manage your
demands, resources,
portfolios and
projects, and gives
full visibility from
idea to execution.
Agile management
and test
management help
you to improve
productivity and
service delivery.
Puppet Activities Planned for
[com.snc.orchestration.activities.puppet]
deprecation in
release New York
Scaled Agile Framework New in London Use SAFe to apply
[com.snc.sdlc.safe] lean and agile
principles to your
organization.
Scoped Application Restricted New in London Allow scoped
Caller Access applications to
[com.glide.scope.access.restricted_caller] restrict access to
public tables and
script includes.
Sentiment Analysis New in London This plugin is used
com.snc.sentiment_analysis for Sentiment
Analysis

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 ServiceNow | London release notes

Plugin Status Description Details

Service Portal for Enterprise New in London Provides a default
Service Management service portal with
[com.glide.service-portal.esm] easy configuration
and designer. End
user resources
include Knowledge
Base, Service
Catalog, Services
Status, and Social
Q&A.
Task Communications New in London Not available for
Management independent
[com.snc.task_communication_management] activation Currently,
the plugin is
activated when you
activate the Incident
Communications
Management plugin
(com.snc.iam), the
Incident
Management - Major
Incident
Management plugin
(com.snc.incident.mim),
or Major Issue
Management plugin
(com.sn_majorissue_mgt).
Test Management 2.0 New in London Write tests, run
[com.snc.sdlc.test_management] them and track the
health of your
sprints in one
consolidated Sprint
Tracking view.
Create test suites,
test plans and track
their execution.
Timeline Visualization Changed in London Timeline Dependency on the
[com.snc.timeline_visualization] Visualization plugin Project Management
enables graphical (com.snc.project_management_v3)
representation of plugin is removed.
activities over time. Activating the
You can use this Timeline
visualization to Visualization plugin
provide a high-level does not activate
view of your the Project
organization's Management plugin.
strategic and
operational activities
such as incidents,
problems, changes,
and projects.
Walk-up Experience New in London Walk-up Experience
[com.snc.walkup] for prebuilt tech
lounges. This
enables an IT
organization to set
up a walk-up
contact channel to

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 ServiceNow | London release notes

Plugin Status Description Details

support online and
onsite checkin.

Browser support
Last updated: July 26, 2018
Last updated: July 26, 2018

Browser support varies for each version of the user interface (UI). Most major browsers are
supported.

Some features have additional browser requirements, which are noted in the appropriate
documentation.

Note: UI11 is no longer supported. All instances have been upgraded to UI15 or UI16.

Browser support for each UI version

UI version Chrome Firefox Internet Microsoft Safari Tablet Phone
support support Explorer Edge support mobile mobile
support support browser browser*
UI16 Latest Latest 11 and up Latest 9.1 and up Supported Not
public public public supported
release release of • Edge release
Firefox or mode is
Firefox supported
ESR
UI15 Latest Latest 11 and up Latest 9.1 and up Supported Not
public public public supported
release release of • Edge release
Firefox or mode is
Firefox supported
ESR

*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile
browsers use the mobile UI.

Internet Explorer web browser notes

Important: Due to significant performance issues, ServiceNow recommends that
customers utilize a modern browser for its products and migrate away
from Internet Explorer 11. For more information, refer to KB0683275.

• Internet Explorer 11 is susceptible to memory leaks, which may impact performance,

especially in Windows 7.
• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
• Compatibility mode is not supported.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.

Safari web browser notes

• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.

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 ServiceNow | London release notes

• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up
message only displays once.

Exceptions to browser support

Certain applications and features in the London release have browser requirements that
differ from the list of browsers generally supported by the ServiceNow platform.

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer
supported.

Platform browser exceptions

Platform features Details

Accessibility and compliance

Last updated: July 26, 2018
Last updated: July 26, 2018

To make the interface accessible to users with disabilities, ServiceNow includes features that
support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.0.

ServiceNow® products are developed with the goal of adhering to the accessibility
guidelines and principles which are set by the Section 508 Amendment to the Rehabilitation
Act of 1973 and the Web Content Accessibility Guidelines (WCAG) 2.0 Level A. The assistive
technologies JAWS, NVDA, and VoiceOver are used to test ServiceNow products.

The Jakarta Web Content Accessibility Guidelines (WCAG) 2.0 document describes
accessibility features and limitations.
• Web Content Accessibility Guidelines (WCAG) 2.0

This page details the level of accessibility support for the Jakarta release, according to the
Web Content Accessibility Guidelines (WCAG) 2.0.

Related Topics
• Section508.gov
• Geneva VPAT

Web Content Accessibility Guidelines (WCAG) 2.0

Last updated: July 18, 2018
Last updated: July 18, 2018

This page details the level of accessibility support for the Jakarta release, according to the
Web Content Accessibility Guidelines (WCAG) 2.0.

W3C Recommendation 11 December 2008

Date: June 21, 2017

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 ServiceNow | London release notes

Product Name: ServiceNow Service Automation

Product Version Number: London

Vendor Company Name: ServiceNow

Vendor Contact Name: ServiceNow Compliance

Vendor Contact Email: [email protected]

Summary table
Guidelines Level of Support & Supporting Remarks and Explanations
Features
Principle 1: Perceivable Supports with exceptions
Principle 2: Operable Supports with exceptions
Principle 3: Understandable Supports with exceptions
Principle 4: Robust Supports with exceptions

Principle 1: Perceivable - Information and user interface

components must be presentable to users in ways they can
perceive

Guideline 1.1 Text Alternatives: Provide text alternatives for any non-text content
so that it can be changed into other forms people need, such as large print,
braille, speech, symbols, or simpler language
Criteria Level of Support & Remarks and Explanations
Supporting Features
1.1.1 Non-text Content: All non- Supports with
text content that is presented exceptions Dependency Views (BSM map)
to the user has a text
alternative that serves the
equivalent purpose, except for Business Service Map: Map options
the situations listed below. inaccessible without mouse scroll wheel or
(Level A) track pad.
Dependency graph structure is not
conveyed to non-visual users.

Discovery

.NET/ Flex application control inaccessible

with assistive technologies.

Service Catalog

Some images lack appropriate text

alternatives.

Service Mapping

Build Segment Hierarchy drag and drop

inaccessible without mouse.

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Decorative calendar icons and Service
Mapping arrow icons are missing alternative
text.
Map tooltips contents inaccessible with
screen
Severalreader.
unlabeled 0 buttons on the Business
Service Map Toolbar dashboard.

System Properties

Reference lookup icons on the following

system properties pages do not have the
correct markup and are not treated as
buttons.

• System Properties > UI Properties

• System Properties > System

1.2.1 Audio-only and Video- Not applicable

only (Prerecorded): For
prerecorded audio-only and
prerecorded video-only media,
the following are true, except
when the audio or video is a
media alternative for text and
is clearly labeled as such:
(Level A)
1.2.2 Captions (Prerecorded): Not applicable
Captions are provided for all
prerecorded audio content in
synchronized media, except
when the media is a media
alternative for text and is
clearly labeled as such. (Level
A)
1.2.3 Audio Description or Not applicable
Media Alternative
(Prerecorded): An alternative
for time-based media or audio
description of the prerecorded
video content is provided for
synchronized media, except
when the media is a media
alternative for text and is
clearly labeled as such. (Level
A)
1.2.4 Captions (Live): Captions Not applicable
are provided for all live audio
content in synchronized
media. (Level AA)
1.2.5 Audio Description Not applicable
(Prerecorded): Audio
description is provided for all
prerecorded video content in
synchronized media. (Level
AA)

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
1.2.6 Sign Language Not applicable
(Prerecorded): Sign language
interpretation is provided for
all prerecorded audio content
in synchronized media. (Level
AAA)
1.2.7 Extended Audio Not applicable
Description (Prerecorded):
Where pauses in foreground
audio are insufficient to allow
audio descriptionsto convey
the sense of the video,
extended audio description is
provided for all prerecorded
video content in synchronized
media. (Level AAA)

Guideline 1.3 Adaptable: Create content that can be presented in different ways
(for example simpler layout) without losing information or structure
Criteria Level of Support & Remarks and Explanations
Supporting Features
1.3.1 Info and Relationships: Supports with
Information, structure, and exceptions Mobile
relationships conveyed
through presentation can be
programmatically determined Mobile pages contain multiple Level 1
or are available in text. (Level headings.
A)
Project Management

Portfolio Workbench pages missing

appropriate heading markup.

Service Catalog

Some headings missing appropriate markup

on Emerging Products and ITSM CORE
Service Catalog

Service Mapping

Incorrectly structured
Markup is missing content used.
or incorrectly

Service Portal

Service Portal landing page contains

multiple Level 1 headings.

Survey Management

Questionnaire template components lack

appropriate markup for lists

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
UI components

Fiscal Calendar tables are used for layout

purposes.
Some headings missing appropriate markup
in Fiscal
Some Calendar
headings missing appropriate markup
on Example SLA Definitions
Some pop-out panels are notpage
accessible to
screen readers

1.3.2 Meaningful Sequence: Supports with

When the sequence in which exceptions Service Mapping
content is presented affects its
meaning, a correct reading
sequence can be Service Mapping (ITOM) pages have
programmatically determined. unexpected focus order
(Level A)
Workflow

Tab does not work inside workflow of admin

role's Workflow
Tab skips Editor
help and refresh button in admin
role's Workflow Editor

1.3.3 Sensory Characteristics: Supports with

Instructions provided for exceptions Dependency Views (BSM map)
understanding and operating
content do not rely solely on
sensory characteristics of Zoom (+ or -) buttons on Dependency
components such as shape, Views Map not part of tab order
size, visual location,
orientation, or sound. (Level A) Survey Management

Left control panel in Survey Designer is not

read in logical order

Guideline 1.4 Distinguishable: Make it easier for users to see and hear content
including separating foreground from background
Criteria Level of Support & Remarks and Explanations
Supporting Features
1.4.1 Use of Color: Color is not Supports with
used as the only visual means exceptions Dependency Views (BSM map)
of conveying information,
indicating an action,
prompting a response, or Dependency Views Map not accessible for
distinguishing a visual element. color blind users.
(Level A)
Field Service Management

My Schedule page for Field Service

Management relies solely on color to convey
information.

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Survey Management

Questionnaire Template Designer not

accessible to color-blind users.

UI components

Error messages indicated by color alone in

Fiscal Calendar
Some pages have links without underlining,
making it difficult for color blind users to
differentiate links from regular text.

1.4.2 Audio Control: If any Not applicable

audio on a Web page plays
automatically for more than 3
seconds, either a mechanism is
available to pause or stop the
audio, or a mechanism is
available to control audio
volume independently from
the overall system volume
level. (Level A)
1.4.3 Contrast (Minimum): The Supports with
visual presentation of text and exceptions Change Management
images of text has a contrast
ratio of at least 4.5:1, except for
the following: (Level AA) Elements may not have sufficient color
contrast

Knowledge Management

Color contrast is insufficient

Mobile

Some mobile pages have insufficient

contrast ratio

Reporting

Color contrast
Reporting pageiselements
insufficient
arethroughout
not honored in
Windows High Contrast mode

Service Mapping

ITOM Service Mapping page elements are

not honored in Windows High Contrast
mode

UI components

Ask Question button and cursor do not have

sufficient contrast in Open Questions
module

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Color contrast
Default is insufficient
color setting for UI16throughout
left-hand
navigation does not meet minimum color
contrast ratiotheme does not meet minimum
Default UI16
accessible
Fiscal contrast
Calendar ratio.
color
Page elements are notcontrast
honoredis in
insufficient
Windows
High Contrast mode
Profile circles and card text do not meet
minimum color contrast requirements.

1.4.4 Resize text: Except for Supports with

captions and images of text, exceptions Financial Management
text can be resized without
assistive technology up to 200
percent without loss of Some contents in Emerging Products do not
content or functionality. (Level render properly when zoomed
AA)
Schedules

Zooming and scaling must not be disabled.

Service Portal

Zoom is disabled in Service Portal

UI components

Some forms have text that do not resize

correctly
Zoom gestures are disabled

1.4.5 Images of Text: If the Not applicable

technologies being used can
achieve the visual
presentation, text is used to
convey information rather than
images of text except for the
following: (Level AA)
1.4.6 Contrast (Enhanced): Supports with See 1.4.3
The visual presentation of text exceptions
and images of text has a
contrast ratio of at least 7:1,
except for the following: (Level
AAA)
1.4.7 Low or No Background Not applicable
Audio: For prerecorded audio-
only content that (1) contains
primarily speech in the
foreground, (2) is not an audio
CAPTCHA or audio logo, and
(3) is not vocalization intended
to be primarily musical
expression such as singing or
rapping, at least one of the
following is true: (Level AAA)
1.4.8 Visual Presentation: For Not supported
the visual presentation of
blocks of text, a mechanism is

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
available to achieve the
following: (Level AAA)
1.4.9 Images of Text (No Not applicable
Exception): Images of text are
only used for pure decoration
or where a particular
presentation of text is essential
to the information being
conveyed. (Level AAA)

Principle 2: Operable - User interface components and

navigation must be operable

Guideline 2.1 Keyboard Accessible: Make all functionality available from a

keyboard
Criteria Level of Support & Remarks and Explanations
Supporting Features
2.1.1 Keyboard: All Supports with
functionality of the content is exceptions Application Portfolio Management (APM)
operable through a keyboard
interface without requiring
specific timings for individual Bubble chart bubble right-click action is not
keystrokes, except where the accessible
Scalable by keyboard
Vector Graphics tooltips not
underlying function requires accessible without keyboard and not
input that depends on the readable by VoiceOver in Safari.
path of the user's movement
and not just the endpoints.
Configuration Management Database
(Level A)
(CMDB)

Many controls are skipped from the tab

order in CMDBcontrols
The following Query Builder
are not part of the
tab order:

• Dashboard Menu - CI dashboard shows

health reports at CI level

• Timeline slider - CI dashboard shows

health reports at CI level

• Form controls - CI dashboard shows

health reports at CI level

• Graph bars - Relationship Dashboard

• Refresh icon - Relationship Dashboard

Unable to create connections on the canvas

via keyboard
Unable in CMDB
to move Query
items onto Builder
canvas using
only keyboard in CMDB Query Builder

Dependency Views (BSM map)

Cannot select save view, load view, last view

and export image options of Dependency
Views Map using keyboard

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Cannot toggle between options via
keyboard on Dependency
Dependency Views Map
Views Map indicators not part
of tab order
Dependency Views Map reset button is not
accessible viaViews
Dependency keyboard
Map settings options are
not
Menupart of tab order
buttonsequivalent
are not keyboard accessible
No keyboard to right-click
functionspanels
Pop-out on Dependency Views Map
in the dependency map are
not accessible
Search by keyboard
for CI works with arrows+ space
+enter and
Unable not with
to open tab andregions
any closed enter of
Relationship
View Formatter
button in with Formatter
Relationship keyboard not
part of tab order

Discovery

It is not possible to edit a set of pattern

steps using
It is not the keyboard
possible to walk through the steps
tree
Namesusing the steps
within keyboard
not in the tab order of
Pattern Designer
No keyboard equivalent to right-click
functions
The ListedinCIPattern Designer
Types button is not in the tab
order in Pattern Designer
Unable to edit items in the Pattern Designer
list via keyboard

Field Service Management

Elements of Field Service Management are

not keyboard accessible

Financial Management

Emerging Products drag and drop

functionality on the build segment hierarchy
cannot
No be performed
keyboard using
equivalent the keyboard.
for Building
segment
Tooltips inhierarchy
Expense Summary table
inaccessible via keyboard

Knowledge Management

Knowledge Home Page does not use

appropriate heading
Some Knowledge markup
Management buttons are
inaccessible by keyboard

Mobile

Advance Filter button not part of tab order

Reporting

Fly-out panels are not keyboard accessible

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Service Mapping

Context menu of Business Service Map not

accessible with keyboard
Expand/Collapse behavior on Service
Mapping page is not accessible via
keyboard.
Information beyond second column of
Change
Items onList
theare not accessible
Service by keyboard.
Mapping view map are
not keyboard
Items accessible
on the topology map are not
accessible by keyboard.
Map Navigation Widget is not accessible via
keyboard
No keyboard equivalent to right-click
functions
OperationsoninBusiness Service
the Business Map Tree are
Service
not accessible by keyboard.
Pop-out panels on Service Mapping page
are not accessible
Scalable via keyboard.
Vector Graphics controls not
accessible by keyboard
Service Mapping tabbed navigations
experiences sometooltip
Service Mapping unexpected behaviors.
is not available to
keyboard-only users, speech input users,
and screen reader
The Services tree isusers
not navigable via
keyboard
Unable to access Adding Manual
Connection and Add Management IP menus
via keyboard

Survey Management

Properties dialog box cannot be dismissed

with the keyboard in Questionnaire
Templates Designer
Questionnaire Template Designer drag and
drop functionality on the build segment
hierarchy cannot be performed using the
keyboard.

UI components

Custom buttons in Fiscal Calendar are not

accessible
Edit Modulevia keyboard
and Add To Favorites buttons
are
Get not
Helpaccessible via keyboard.
form instructions are not
accessible without mouse.
Tooltip for Info icon is inaccessible via
keyboard
Unable to close pop-up from List v3 debug
pop up icon via keyboard.

Workflow

Stage rendering and Stage order

dropdowns in admin role's Workflow Editor
are not accessible by keyboard

2.1.2 No Keyboard Trap: If Supports with

keyboard focus can be moved exceptions Dependency Views (BSM map)
to a component of the page
using a keyboard interface,
then focus can be moved away Unable to set focus on Dependecy Views
from that component using Map indicators
only a keyboard interface, and,

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
if it requires more than Service Mapping
unmodified arrow or tab keys
or other standard exit Delete linked identification section/
methods, the user is advised connection section pop-up does not get
of the method for moving focus
focus away. (Level A) Unablewhen invoked
to set in Pattern
focus on Designer
expand/collapse
icons of Business Service Map

2.1.3 Keyboard (No Not supported See 2.1.1

Exception): All functionality of
the content is operable
through a keyboard interface
without requiring specific
timings for individual
keystrokes. (Level AAA)

Guideline 2.2 Enough Time: Provide users enough time to read and use content
Criteria Level of Support & Remarks and Explanations
Supporting Features
2.2.1 Timing Adjustable: For Supports
each time limit that is set by
the content, at least one of the
following is true: (Level A)
2.2.2 Pause, Stop, Hide: For Supports
moving, blinking, scrolling, or
auto-updating information, all
of the following are true:
(Level A)
2.2.3 No Timing: Timing is not Not applicable
an essential part of the event
or activity presented by the
content, except for non-
interactive synchronized media
and real-time events. (Level
AAA)
2.2.4 Interruptions: Not applicable
Interruptions can be
postponed or suppressed by
the user, except interruptions
involving an emergency. (Level
AAA)
2.2.5 Re-authenticating: When Supports with Support depends on customer
an authenticated session exceptions customization. If the instance permits the
expires, the user can continue user to use the Remember me flag on their
the activity without loss of sessions, the whole re-authorization process
data after re-authenticating. is entirely invisible.
(Level AAA)

Guideline 2.3 Seizures: Do not design content in a way that is known to cause
seizures
Criteria Level of Support & Remarks and Explanations
Supporting Features
2.3.1 Three Flashes or Below Supports
Threshold: Web pages do not

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
contain anything that flashes
more than three times in any
one second period, or the flash
is below the general flash and
red flash thresholds. (Level A)
2.3.2 Three Flashes: Web Supports
pages do not contain anything
that flashes more than three
times in any one second
period. (Level AAA)

Guideline 2.4 Navigable: Provide ways to help users navigate, find content, and
determine where they are
Criteria Level of Support & Remarks and Explanations
Supporting Features
2.4.1 Bypass Blocks: A Supports with
mechanism is available to exceptions Dependency Views (BSM map)
bypass blocks of content that
are repeated on multiple Web
pages. (Level A) Question Template Designer landmarks are
not identified by screen readers.

Survey Management

Question Template Designer landmarks are

not identified by screen readers.

2.4.2 Page Titled: Web pages Supports

have titles that describe topic
or purpose. (Level A)
2.4.3 Focus Order: If a Web Supports with
page can be navigated exceptions Automated Test Framework
sequentially and the
navigation sequences affect
meaning or operation, Unexpected tab order in Glide Modal. User is
focusable components receive allowed to tab to elements outside the
focus in an order that modal.
preserves meaning and
operability. (Level A) Dependency Views (BSM map)

CI search boxViews
Dependency not included in tab order
pages contain several
cases where the tab order behaves in
unexpected ways.
Focus does not center on Dependency
Views
Tab Mapon BSM does not follow logical
order
order.
Tab sometimes skips both vertical and
horizontal tab on Dependency Views Map

Discovery

Focus moves outside form after the list

selections in Pattern Designer

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
Knowledge Management

Article rating bar not accessible via

keyboard with Chrome and Safari browsers

Lists

Date/Time field in v2 list editor is loses

focus

Password Reset Application

Hidden elements fall into focus order

Service Catalog

Hidden elements of Service Catalog fall into

focus order focus order on Catalog home
Unexpected
page
Elements of Service Catalog lack focus
indication

Service Mapping

Connect to and Create New business service

options
Businessare not part
Service of tabisorder
timeline not part of tab
order
Captions and values of the Properties Panel
of Technical Business Service are not part of
the tab orderdrop down panel of Business
Comparison
Service
Data Map
from is dashboard
the not part of is
tab order in the
skipped
tab order
Icons on the Properties Panel of the
Discovered Service Map are not part of the
tab
Someorder
items on Compliance Dashboard are
not part of tab order

Survey Management

Focus moves in unexpected order in

Questionnaire Templates Designer.

UI components

Expand/Collapse behavior on Performance

Analytics and Reporting Create a Report
page is not accessible via keyboard.

Mobile

In mobile lists, the Sort menu has

inadequate focus, making some functions
difficult for screen reader users.

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
2.4.4 Link Purpose (In Supports with
Context): The purpose of each exceptions Knowledge Management
link can be determined from
the link text alone or from the
link text together with its Links used to perform a function in
programmatically determined Knowledge Base where it is preferable to
link context, except where the use buttons.
purpose of the link would be
ambiguous to users in general. Service Portal
(Level A)
Service Portal landing page uses links as
buttons and may be confusing with assistive
technologies

2.4.5 Multiple Ways: More than Supports

one way is available to locate a
Web page within a set of Web
pages except where the Web
Page is the result of, or a step
in, a process. (Level AA)
2.4.6 Headings and Labels: Supports with
Headings and labels describe exceptions Dependency Views (BSM map)
topic or purpose. (Level AA)

Settings button in Relationship Formatter

do not have labels

Field Service Management

Page and iFrame titles are not sufficient to

describe content on Central Dispatch page

2.4.7 Focus Visible: Any Supports with

keyboard operable user exceptions Service Mapping
interface has a mode of
operation where the keyboard
focus indicator is visible. (Level Focus indication is inadequate
AA)
UI components

Focus for "Display Aging Report" is not

adequate for in IE11
Focus indication
indication is inadequate
inadequate on global
Focus is
header
Some pages have elements that are not
visible pages
Some to focus indicator
contain elements with visible
focus indicators that are inadequate,
depending on the browser and whether
high contrast mode is in use

2.4.8 Location: Information Supports with Not available for all pages. Breadcrumbs and
about the user's location exceptions workflow ribbons allow user to jump back
within a set of Web pages is through pages where user must go from
available. (Level AAA) Page A to B to C.

2.4.9 Link Purpose (Link Supports with Not all links in the system have been
Only): A mechanism is exceptions evaluated against this criterion.

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
available to allow the purpose
of each link to be identified
from link text alone, except
where the purpose of the link
would be ambiguous to users
in general. (Level AAA)
2.4.10 Section Headings: Not applicable
Section headings are used to
organize the content. (Level
AAA)

Principle 3: Understandable - Information and the operation

of user interface must be understandable

Guideline 3.1 Readable: Make text content readable and understandable

Criteria Level of Support & Remarks and Explanations
Supporting Features
3.1.1 Language of Page: The Supports with
default human language of exceptions Dependency views (BSM map)
each Web page can be
programmatically determined.
(Level A) Default language is not tagged for some
pages.

3.1.2 Language of Parts: The Supports with See 3.1.1

human language of each exceptions
passage or phrase in the Note: In cases where a language
content can be switch could occur within the
programmatically
same page, it happens
determinedexcept for proper
names, technical terms, words because an end-user
of indeterminate language, comments in a different
and words or phrases that language than what the
have become part of the
vernacular of the immediately viewer is currently set to.
surrounding text. (Level AA)
3.1.3 Unusual Words: A Not supported
mechanism is available for
identifying specific definitions
of words or phrases used in an
unusual or restricted way,
including idioms and jargon.
(Level AAA)
3.1.4 Abbreviations: A Not supported
mechanism for identifying the
expanded form or meaning of
abbreviations is available.
(Level AAA)
3.1.5 Reading Level: When text Not supported
requires reading ability more
advanced than the lower
secondary education level
after removal of proper names

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
and titles, supplemental
content, or a version that does
not require reading ability
more advanced than the lower
secondary education level, is
available. (Level AAA)
3.1.6 Pronunciation: A Not supported
mechanism is available for
identifying specific
pronunciation of words where
meaning of the words, in
context, is ambiguous without
knowing the pronunciation.
(Level AAA)

Guideline 3.2 Predictable: Make Web pages appear and operate in predictable
ways
Criteria Level of Support & Remarks and Explanations
Supporting Features
3.2.1 On Focus: When any Supports with
component receives focus, it exceptions Reporting
does not initiate a change of
context. (Level A)
Unexpected behavior associated with
autocomplete menus

3.2.2 On Input: Changing the Supports with

setting of any user interface exceptions Survey management
component does not
automatically cause a change
of context unless the user has Properties dialog box in Questionnaire
been advised of the behavior Templates Designer not accessible by
before using the component. keyboard.
(Level A)
3.2.3 Consistent Navigation: Supports with Consistent as long as user is navigating the
Navigational mechanisms that exceptions UI within the frameset at all times.
are repeated on multiple Web
pages within a set of Web
pages occur in the same
relative order each time they
are repeated, unless a change
is initiated by the user. (Level
AA)
3.2.4 Consistent Identification: Supports with
Components that have the exceptions Password Reset Application
same functionality within a set
of Web pages are identified
consistently. (Level AA) Password reset: Some headings are missing
the appropriate markup

Reporting

Report designer does not use appropriate

heading markup

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 ServiceNow | London release notes

Criteria Level of Support & Remarks and Explanations

Supporting Features
3.2.5 Change on Request: Supports with
Changes of context are exceptions Core platform
initiated only by user request
or a mechanism is available to
turn off such changes. (Level Some headings are missing the appropriate
AAA) markup

Guideline 3.3 Input Assistance: Help users avoid and correct mistakes
Criteria Level of Support Remarks and Explanations
3.3.1 Error Identification: If an Supports
input error is automatically
detected, the item that is in
error is identified and the error
is described to the user in text.
(Level A)
3.3.2 Labels or Instructions: Supports with
Labels or instructions are exceptions Automated Test Framework
provided when content
requires user input. (Level A)
Fields using CodeMirror are not compatible
with screen readers.

Configuration Management Database

(CMDB)

Some actions that cause a change to the UI

don't announce that the changes occurred
in CMDB Query Builder

Dependency Views (BSM map)

Form controls
On clicking are labeled
Expand incorrectly
and Collapse of
Dependency Views Map, user is not
informed of change

Discovery

No notification of the new information upon

save, delete or publish in Pattern Designer

Service Mapping

Service Mapping View Map form controls

are not correctly labeled

Survey Management

Configuration and Availability panels for

admin users for
Instructions do WYSIWYG
not have appropriate
editor in labels
Questionnaire Templates Designer is not
accessible to assistive technology.

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 ServiceNow | London release notes

Criteria Level of Support Remarks and Explanations

UI components

Required or invalid fields are not indicated in

an accessible
There way label for the toggle
is no visible
column search button in lists.

3.3.3 Error Suggestion: If an Supports with Not all input error messages provide
input error is automatically exceptions suggestions for correction.
detected and suggestions for
correction are known, then the
suggestions are provided to
the user, unless it would
jeopardize the security or
purpose of the content. (Level
AA)
3.3.4 Error Prevention (Legal, Supports Supported out of the box. Customization
Financial, Data): For Web may affect support.
pages that cause legal
commitments or financial
transactions for the user to
occur, that modify or delete
user-controllable data in data
storage systems, or that
submit user test responses, at
least one of the following is
true: (Level AA)
3.3.5 Help: Context-sensitive Supports with A number of context-sensitive help features
help is available. (Level AAA) exceptions are available in the platform.
3.3.6 Error Prevention (All): Supports Supported out of the box. Customization
For Web pages that require may affect support.
the user to submit information,
at least one of the following is
true: (Level AAA)

Principle 4: Robust - Content must be robust enough that it

can be interpreted reliably by a wide variety of user agents,
including assistive technologies

Criteria Level of Support Remarks and Explanations

4.1.1 Parsing: In content Supports with
implemented using markup exceptions Knowledge Management
languages, elements have
complete start and end tags,
elements are nested according Parsing errors that can hinder assistive
to their specifications, technologies are present
elements do not contain
duplicate attributes, and any Service Mapping
IDs are unique, except where
the specifications allow these
Parsing errors that can hinder assistive
features. (Level A)
technologies are present
The slider widget within the Service
Mapping (ITOM) section of the website is
not fully operable using the keyboard

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 ServiceNow | London release notes

Criteria Level of Support Remarks and Explanations

UI components

IDs on some UI pages are not unique which

can cause problems for assistive
technologies when they are trying to
interact with the page

4.1.2 Name, Role, Value: For all Supports with

user interface components exceptions Assessments
(including but not limited to:
form elements, links and
components generated by Voice Over selects input content instead of
scripts), the name and role can input of admin role's Survey Designer
be programmatically configuration page when using Chrome on
determined; states, properties, Mac.
and values that can be set by
the user can be Connect
programmatically set; and
notification of changes to
In Connect, screen readers announce
these items is available to user
placeholder text in the conversation filter
agents, including assistive
and the message
In Connect, some field.
tooltips are not accessible
technologies. (Level A)
via keyboard.

Dependency views (BSM map)

Map Settings are not marked up

appropriately
Saving successfor assistiveistechnology.
message not stated by
Assistive Technologies
Sortable data tables do not indicate sorted
state
Toggle buttons are not accessible to screen
readers.

Discovery

Patter Designer OS (Operations System)

field has no label for JAWS

Field Service Management

Central Dispatch page contains menu

buttons that are not tab-accessible;
navigation
Field is available
Service Managementvia arrow keys. are
messages
not read by screen readers.

Financial Management

Content in Add New Segment dialog box

inaccessible to assistive technology

Forms and fields

Security Incident: Post Incident Review

reports is not announced by screen reader

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 ServiceNow | London release notes

Criteria Level of Support Remarks and Explanations

Human resources

Assistive tool does not announce campus

building name inside the campus map.

Knowledge Management

Assistive Technologies do not tell the user

anything about the results of a search

Lists

Progress bar for activating/upgrading a

plugin does not announce to screen readers

Project Management

Project and Portfolio Management elements

do not have the correct role applied

Reporting

Table column sort behavior on Performance

Analytics and Reporting Create a Report
page is not accessible with assistive
technology.

Service Catalog

The controls within the Add Panel dialog

box have incorrect labels

Service Mapping

Messages about starting and cancelling

discovery are not stated by assistive
technologies.
Service Mapping (ITOM) form within pop-up
is not read
Service by assistive
Mapping toggletechnologies.
buttons have some
compatibility issues with accessibility tools:

• State of button is not correctly exposed to

assistive technologies

• Correct role is not applied to some

buttons.

• Some buttons incorrectly coded as a

tablist.

Service Portal

Assistive tool does not announce links on SP

landing page are labeled incorrectly on
Form controls
Service Portal landing page, making it

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 ServiceNow | London release notes

Criteria Level of Support Remarks and Explanations

difficult for users with screen readers using
IE11 + JAWS

Survey Management

Controls within the "Properties" dialog box

do not necessarily respond correctly to
assistive
Questiontechnologies
Template Designer messages are
not read by screen readers.

UI components

After receiving error message, a second

console errorthe
NVDA reads message appears
same label twice for several
items
Screeninreader
the banner
does frame
not announce alert text
to notify of missing mandatory fields for My
Notifications Preferences
System Administrator of Self-Service.
menu in global header
contains excessive
Using VoiceOver text
and Safari you cannot tell
the current sort order
VoiceOver does not read of the
poptable
up options for
List v3

Visual Task Boards

The Create Data-Driven Board screen is

inaccessible with VoiceOver in Safari

Workflow

JAWS does not announce current stage or

stage details for the admin role's Workflow
Editor

Related Topics
• Web Content Accessibility Guidelines (WCAG) overview

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