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Madrid Patch 4 : Known Errors

This article presents notable known errors in  Madrid Patch 4, grouped by severity and organized by category. Not all known errors appear on this page. Click the link in the Article column to view details about each known error. To view other families and versions, see the  Known Error Portal.

Note: The severity level does not indicate the order in which issues will be fixed, which is determined by a combination of variables.

To view the release notes for this release family, see Madrid Release Notes.

Severity 1


The following table lists notable Severity 1 known errors in this patch.

ArticleProblemCategoryTitle
KB0657450PRB1241406PersistenceCMDB TPP migration is creating records in the [cmdb$par1] table with sys_class_path is NULL. Some relationships are not showing on CMDB related lists and searches against CMDB tables are not returning all records.
KB0714217PRB1272847Configuration Management Database (CMDB)Affected CI notification business rule causes low memory on the instance
KB0693385PRB1282047Field Service ManagementThe Appointment Booking plugin provides the incorrect schema for sm_order and sm_task tables
KB0714559PRB1305586Outbound MessagingInstance threads can get blocked while sleeping, and schedulers can get overloaded due to RESTMessageV2/SOAPMessageV2 API issues
KB0786368PRB1332221Flow DesignerCannot run a plan as system in a foreground thread
KB0761147PRB1359055Edge EncryptionEdge Encryption: Users are unable to pull up certain records on Service Portal after upgrading to Madrid
KB0786379PRB1363245Core Platform"Active nodes" mechanism doesn't work correctly and doesn't always creates the correct jobs
KB0780943PRB1363246Event ManagementEm_events are stuck in the ready state because the cache is not refreshed correctly
KB0813418PRB1368985Application Installation Engine[Plugin Activation] Plugin activation can create multiple records in Upgrade History
KB0815477PRB1370343Service PortalAngularJS attachment list operations can run an instance node out-of-memory
KB0786326PRB1371913ReportingDangling records in sys_ui_view and sys_ui_list cause database contention
KB0789247PRB1375666Authentication - SSOSlow memory leak due to a large number of SAML metadata import threads causing intermittent / poor performance
KB0816119PRB1387911DiscoveryMultiple concurrent calls to /api/now/pattern_library/GetCITypes may increase the memory consumption significantly in the instance, resulting in performance impact
KB0818072PRB1388476Upgrade Engine IssuesNavigation window does not load and the main content window is blank upon upgrade
KB0830942PRB1407010Agile Development When an INC is moved from the backlog back to the triage board, the original story is deleted and the data pertaining to original story is lost
KB0727701PRB631444Business Logic ProcessingChanging the sys_class_name of a record can result in the record being deleted if Mandatory field Data Policy prevents the insert in the target table

Severity 2


The following table lists notable Severity 2 known errors in this patch.

ArticleProblemCategoryTitle
KB0696123PRB1091270Forms and FieldsReference qualifier on all fields is ignored when List V3 is enabled
KB0727122PRB1113671DiscoveryDiscovery - Sensors business rule runs for non-Discovery ecc_queue inputs.
KB0656924PRB1191307System ApplicationsCustomers are able to create multiple "Global" sys_scope records which causes issues on the instance
KB0661797PRB1235331Update SetsGrandchild tables of task created as TPC can be corrupt if they are created in the wrong order
KB0727944PRB1238857Forms and FieldsWhen saving a read-only currency field its value may be converted to default US Dollars automatically
KB0683766PRB1241558OrchestrationPublished powershell activity command is cleared out when using a UI action that includes current.update()
KB0657641PRB1244501Import / ExportSynch transform uses fast lock that can cause SOAP threads to get hung up (PRB1200935), exhausting all integration semaphores
KB0688470PRB1248469Vulnerability ResponseUpdates to the sn_vul_vulnerable_item.age column causes text index events to back up
KB0677314PRB1249515Service PortalDate and date/time variables and fields are broken for certain languages in Service Portal
KB0727642PRB1250745PersistenceSlowness and potential browser lock up in reports when there is a dot-walked filter condition on a CMDB table (Table Per Partition extension model)
KB0680630PRB1258609HTML EditorText format in Knowledge Articles not proper after upgrade to Kingston when copying from a document in Google Drive
KB0713191PRB1258912PersistenceATF rollback only rolls back the most recent change to a field
KB0681862PRB1258944NotifyNowOutbound connections to Twilio through NotifyNow API do not honor glide.http.proxy_host
KB0726390PRB1264889Dashboards and Home PagesDashboard Widgets do not load if an applied breakdown is deleted
KB0686716PRB1268370Platform SecurityDownloaded attachment redirects to page "Requested attachment does not exist" after impersonating to a user for the attachment which has encryption context
KB0684402PRB1270022Performance Analytics[DOMAIN] Spotlight Job doesn't collect spotlights for empty user and "Use snapshots" property
KB0722859PRB1272983Import / ExportDocument Viewer inline only works for PDF documents
KB0686956PRB1280034EmailNo way to hide or not allow "Allow Notifications" option from the Notification Preferences for Non-Admin users
KB0717976PRB1288212VA-Web ClientThe virtual agent does not translate based on user language while using the internationalization plugin
KB0690836PRB1292056Forms and Fields[Security Bug] Client side script issues on OOB forms
KB0692003PRB1292140DiscoveryDiscovery creates duplicate models after enabling the Normalization Data Services plugin
KB0832527PRB1298019Performance AnalyticsReporting: WCAG -Level A: Users are unable to access the Save drop down menu popup when voiceover is enabled
KB0712497PRB1298794Service PortalEmbedding multiple 'report' widgets does not work when using the sp-widget directive and $sp.getWidget
KB0746708PRB1304287EmailThe Integration Hub "Send Email" action does not properly display HTML in the email body
KB0717208PRB1305469Clone IssuesExcluding table-per-class (TPC) extended tables from a clone can cause orphaned Discovery Credentials with the 'Record not found' error when trying to open them
KB0717328PRB1308349ListsloadRow failure java.lang.NullPointerException when a "table name" field type is added to a form
KB0714289PRB1308489PersistenceThe cancelled table rollback leaves the context in the 'reverting' state and cannot restart
KB0726410PRB1312921PersistenceTrying to delete a record that contains a Term Configuration causes a Syntax Error or Access Rule Violation on 'sys_mod_count'
KB0754246PRB1316881Security Access Control ListsVA - On Service Portal when VA widget is display and user it NOT logged in, conversation does not display
KB0746837PRB1317275Event ManagementThe JVM is restarted due to the out of memory error caused by the job Event Management - Impact Calculator Trigger
KB0721421PRB1318176Asynchronous Message BusThe Asynchronous Message Bus (AMB) fails to connect to the instance when running through Fiddler proxy
KB0778198PRB1318281Service MappingThe OSMapping script included takes too much time and runs CPU high
KB0823932PRB1319323Agent WorkspaceWorkspace - ITIL user unable to attach files to REQ/RITM/SC-Task records.
KB0815426PRB1320713Flow DesignerAfter an application with flows is imported into another instance, the flows do not run in the second instance
KB0725089PRB1321133Database IndexesLarge table optimization does not work in TPP when ignored index does not exist on the primary partition
KB0724913PRB1321672Flow DesignerIn Flow Designer, the 'Update Record' action uses the choice display value and not the choice value
KB0778307PRB1323703IntegrationHubIssue with AD spoke - The Microsoft AD spoke actions fail with errors
KB0724535PRB1324014Forms and FieldsSetting the user preference '\"enter_submits_form" to True and searching from a list on the form (or entering values in a string field) and pressing Enter causes the system to execute the first UI Action on the form.
KB0749647PRB1324041ListsAfter London Upgrade, Related List Personalization showing unsaved changes
KB0752975PRB1324263Upgrade Engine IssuesApplication upgrade process dependencies are not honored and plugin dependencies are not auto installed or upgraded to the scope version
KB0819730PRB1324861AssessmentsIn Vendor Score Card, if current year and last year are 0, the category is hidden
KB0754350PRB1326958Platform PerformanceA large Cascade Delete may cause memory issues
KB0728440PRB1327992Reporting[Security Bug] ACL Issue with Published Report
KB0755865PRB1328207Customer Service ManagementThe Login button on the Customer Service Portal (CSM) registration page routes to the incorrect page (customer_service)
KB0727700PRB1328367Application Navigator & Banner FrameBanner image cannot be changed in Madrid
KB0744908PRB1329337Cloud Provisioning and Governance (CMP)Memory exhaustion due to 'AWS EC2 - DescribeSnapshots' discovery sensor
KB0759212PRB1329500Mobile Studio (non-classic)Mobile App - Adding the related list item causes the screen to go white and not load
KB0823092PRB1331004Asynchronous Message BusVirtual Agent Topic Conversation gets stuck when websockets are enabled, "amb.ServerConnection [ERROR] Connection broken"
KB0779403PRB1332439Mobile PlatformUnexpected Behaviour of list Screens with UI parameters. Screen is unclickable cannot open list view/UI parameters are bypassed to list view.
KB0750697PRB1332532Core PlatformBusiness Rule skipped in London if its filter_condition has more than one conditions and one of them contains 'HASITEMVARIABLE'
KB0783427PRB1333587Mobile PlatformSet the appropriate max_character length for the Mobile Platform table columns. It is currently set to 40 for some columns. Ex. sys_sg_related_list_map (relationship field), sys_sg_master_item (table field)
KB0750180PRB1333813Project ManagementUnable to import MPP project file to a sub-project
KB0753057PRB1334067Flow DesignerThe Create Catalog Task action in Flow Designer cannot be compiled when it is moved between instances via update sets
KB0751304PRB1335019DiscoveryPerformance issues with "Discovery Error Instance Cleanup" job.
KB0748287PRB1337296Event ManagementAlert similarity causes performance issues when loading the alert form
KB0748227PRB1339853ConnectMadrid: Customer Service chat queue isn't accessible to users with the "snc_customerservice.customer" role.
KB0752447PRB1341509Core PlatformThe GlideDate API is not honoring getDisplayValueInternal()
KB0780223PRB1342475Cloud Provisioning and Governance (CMP)Semaphores exhausted and high instance response time due to frequent execution of the job "Fill in tag assignments"
KB0793919PRB1342958Condition BuilderFilter criteria is no longer visible in the breadcrumbs due to URL limitations
KB0820678PRB1343088Performance Analytics[Orlando] Pie chart type reports are not following the filter when there is a custom interactive filter (dynamic content block)
KB0749498PRB1343281Performance Analytics[Fix-NY]Select Multiple Input type interactive filter does not work correctly when the reference field on the table is set to "Display = True"
KB0793504PRB1343513Security Access Control ListsAfter Madrid upgrade, itil users are able to write to "sys_user_group" records.
KB0749709PRB1344518Dashboards and Home PagesPA dashboard shows entity reference errors when the application name contains the ampersand character "&"
KB0755818PRB1345538Connect ChatThe Connect Support 'Create Incident' action is not displaying after the conversation is transferred to another queue
KB0750098PRB1346731MID ServerMID selector override filter 'Override by capability' may cause MidSelector() to pick incorrect MID server
KB0815838PRB1347170Domain SupportThe getMyGroups() does not work as expected in Domain-separated instance
KB0750766PRB1348675Walk-Up ExperienceFor the French language, the 'Schedule appointment' button is not enabled in the Walk-up Experience portal
KB0751482PRB1349832PatternsAzure Database Pattern library step 56.1 "Filter to match only MS SQL" uses incorrect condition
KB0780003PRB1351085EmailThe stack 'main,DataHandler.getInputStream,4 thread' leaks threads and eventually causes an OutOfMemory condition
KB0760327PRB1352246ApprovalsEmail approvals are showing as desktop approvals
KB0782143PRB1352731Cloud Provisioning and Governance (CMP)Madrid: Form variable with type 'Lookup Select Box' may not work when 'Use Pool filter' check box is not selected
KB0782152PRB1352874Cloud Provisioning and Governance (CMP)Cloud Management Madrid upgrade: 'On change' rules may not execute if the oldValue is same as newValue for a form variable
KB0760254PRB1353133User CriteriaUser_ID is not recognized in scoped application due to placing the object in global after upgrading
KB0781937PRB1353174Knowledge ManagementReset the valid_to date on existing articles and preserve validity beyond Jan 1, 2020
KB0789896PRB1353594Project ManagementFailure of cost / benefit plan breakdown created with zero amounts and later updated with a non-zero amount
KB0759361PRB1355320Mobile Studio (non-classic)In Mobile Studio, applet launchers do not load and display a blank page
KB0756003PRB1355331Cloud Provisioning and Governance (CMP)CIs are incorrectly set to Absent/Terminated in cloud discovery
KB0758309PRB1355506Event ManagementThe job 'Service Analytics group alerts using RCA' causes out of memory exceptions
KB0758058PRB1355735Authentication - SSO E- signature fails since IdP requires signed SAML request from the instance, but SAML request is not signed
KB0815373PRB1356669Walk-Up ExperienceThe You have an upcoming appointment scheduled for Invalid date message displays when using the walkup_online_checkin page of the Service Portal to book an appointment
KB0758146PRB1356676PersistenceThe sys_dictionary_override.attributes max_length is 255 and does not match sys_dictionary.attributes which has max_length "large" since the fix for PRB914599
KB0779275PRB1356860Service CatalogSetting a NULL value into a serrvice catalog variable breaks the 'Submit' function of the record producer
KB0782150PRB1357008Cloud Provisioning and Governance (CMP)Azure billing download fails with 'Socket timeout' when downloading data from previous months
KB0782148PRB1357976Cloud Provisioning and Governance (CMP)Upgrading to Madrid breaks Azure cloud billing jobs on a domain separated instance
KB0759288PRB1358050Flow DesignerA flow using the field of type 'List' in an 'If' condition is not working as expected
KB0790302PRB1358405Resource ManagementFloating point or rounding issues show in the resource form / allocation engine / workbench
KB0786267PRB1358468Flow DesignerA flow with reference pills in conditional expressions (if or do until) will fail if sent to the MID Server
KB0760270PRB1358846Password Reset ApplicationPassword Reset Workflows broken after Madrid upgrade - Record not available for wf_element_definition
KB0777699PRB1360343Service PortalUsers without any role cannot go back to the platform view if the system property "glide.entry.first.page.script" is set to "new SPEntryPage().getFirstPageURL()"
KB0778290PRB1361188AssessmentsChange Risk Assessment calculates incorrect normalised actual values not multiplied by weight
KB0786248PRB1361797Change ManagementApprovals generated by the Change Approval Policy activity are not set back to 'Requested' for an individual user approval when resumed after on hold
KB0783073PRB1362325Asynchronous Message BusA Virtual Agent chat client isolated in own window loses session due to lack of HTTP activity on WebSockets
KB0853074PRB1365752OrchestrationOrchestration using the AD activity pack can break after upgrading to Madrid
KB0793246PRB1366826Import / ExportJDBC data loads not utilising a MID Server can cause an instance with a large DB to crash due to OOM (out of memory)
KB0784339PRB1367576Platform LicensingTables are not created properly if there is sys_db_object object with empty name
KB0783135PRB1370121Mobile (Classic)When using Mobile Classic in iOS 13.1.3, users are unable to tap on string type fields where they freeze and are not editable until after a few clicks
KB0786455PRB1371466Application Installation EngineTPP table extensions in the scope with custom fields in the same scope cause storage_alias mapping issue upon deployment
KB0784219PRB1371870Date and TimeProblem with the date and time for Brazilian users DST
KB0788044PRB1371901Event ManagementIn New York, Event Management users who are running with the Statement replication mode will have corruption in the replicated data of ITOM Event Management
KB0785035PRB1373305Core PlatformSlow query when sys_trigger table size grows too large, which affects scheduler performance
KB0785047PRB1373497Performance Analytics[Quebec] text index collection fails for monthly indicator
KB0813896PRB1373690Human Resources Service ManagementAttachment deletion cascades in task.sn_esign_document update to null, but there is no index to support it
KB0788120PRB1374222Record WatcherExisting record-watcher responders get intermittently removed from the [sys_rw_action] table
KB0824042PRB1374484Edge EncryptionWhen multiple consecutive encryption tokens are present in the payload, the Edge proxy throws the error 'The Encryption Proxy detected an error'
KB0793459PRB1378367Human Resources Service ManagementThe Organization Chart widget times out in Employee Service Center and HR Portal
KB0832525PRB1378895Advanced Work AssignmentOne of the record watcher responders for a service channel sometimes gets removed during an upgrade
KB0793248PRB1379339Employee Service CenterService Portal - screen reader states there are 5 items in the header, but only 4 are available
KB0793922PRB1380778Condition BuilderBreadcrumbsService 400 (Bad Request) error caused by Condition Builder not creating TinyURLs for GET requests that are too long
KB0812355PRB1383335Flow DesignerRecord watchers without valid sys_IDs trigger the flow for every update in the table
KB0812487PRB1383590Tables and DictionaryNew reparenting will leave orphaned records if the sys_class_name is 'null'
KB0819250PRB1385608Forms and FieldsSyscache_realform entries are expiring faster than necessary and causing slow form load times because the cache is rebuilt too often
KB0813897PRB1385904Upgrade Engine IssuesThe "Revert to Base System" option can not be used to review skipped records after upgrading to New York
KB0823754PRB1387718Agent WorkspacePerformance bottlenecks in Seismic are affecting Agent Workspace tabs
KB0827115PRB1389485Demand ManagementWhen a new assessment instance record with Metric Type = 'Demand' is created, the 'Task' field on the instance is empty.
KB0817498PRB1389668Software Asset Management ProfessionalReconciliation can fail when a suite is also a component on another suite
KB0819923PRB1393848Core PlatformTransform is slow in Orlando when using source script field mapping
KB0852316PRB1396722Configuration Management Database (CMDB)The CMDB Search plugin causes wildcard queries to CMDB when using global search
KB0823921PRB1402844Connect ChatWhen an agent clicks End Session on a conversation in Connect Chat that was initiated from Virtual Agent, the agent is logged out
KB0831525PRB1408324Activity StreamTime fields are displayed in terms of how long ago but they are stated as "Xm ago" rather than "X minutes ago" with the same applying to hours / days / months / years confusing screen readers
KB0829912PRB576612UI Components[TBF] Translated fields still using English Sort Order
KB0523398PRB579732EmailEmail Client displays an empty window
KB0534762PRB585707UI ComponentsForm Sections configuration - Broken relationships between [sys_ui_section] and [sys_ui_form_section] records cause forms to not load
KB0598314PRB609362UI Policy/Client ScriptIncident form validation issue allows ticket to get submitted without values in mandatory fields
KB0598962PRB619995EmailEmail client fails to save or send email if a certain size is exceeded
KB0549826PRB627257WorkflowRequest Item stage field not rendering in task list
KB0549804PRB630133WorkflowIn list view, task.stage breaks UI rendering and throws a "jQuery is not defined" error when using UI11
KB0596799PRB653427Server Side ScriptingIn List choice UI action on a related list, global variable 'current' does not work in List v2
KB0745071PRB663205UI Componentsfield style not working correctly in read-only field
KB0598187PRB668806Project Portfolio ManagementCannot list edit related list if the Related List Loading option 'After Form Loads' or 'On-demand' is selected
KB0621387PRB670103PlatformError messages displayed when trying to change dictionary from Reference to List
KB0598781PRB678273Update SetsDeleting a nonexistent Ui View via update set deletes the main section of Default View instead
KB0598169PRB679363Human Resources Service ManagementPossible data loss during reparenting hr_case to sm_order
KB0597376PRB689086Core PlatformDeletion of a user record can cause a cascade effect that affects form layouts.
KB0623129PRB718318System ApplicationsUnable to launch Studio via Studio module when UI11 is enabled
KB0598769PRB725968PersistenceCannot expand the size of a field in a rotating table in a way that propagates the expansion to all rotating tables
KB0639500PRB734026UI ComponentsHTML5 in IE11: mp4 or webm uploaded videos fail to render
KB0717315PRB837118HTML EditorWYSIWYG editor in the KB article does not work for either URL or the local video library

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Article Information

Last Updated:2020-08-06 22:00:52
Published:2019-06-14