Symptoms

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When using Internet Explorer to access ServiceNow, some reports on a Homepage will not load.

Release

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All

Cause

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The system property 'glide.ui.escape_text' is most likely set to false. ServiceNow recommends this property be kept to the OOB value of true in order to prevents reflected and stored cross-site scripting attacks.

This issue stems from the query being used by the reports, which likely contain special characters such as <>!= that are not being escaped properly. The reason why this issue only occurs in IE is due to a difference in behavior between browsers. While Chrome and Firefox have built-in preventative measures which will handle the issue more elegantly, IE will throw an error when it encounters un-escaped characters which in turn breaks the report functionality. Note that this only affects graphical reports (line, pie, etc.). List reports should still work regardless of the property value.

Resolution

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Set the system property 'glide.ui.escape_text' to true.

Additional Information

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Documentation:

- High Security Settings | https://docs.servicenow.com/csh?topicname=c_HighSecuritySettings.html&version=latest