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Description

When attempting to create or edit an existing Application Service, the page is blank. This is due to a wrong JSON parsing of the system property "glide.ui.date_format", causing accessibility issues to application services.

Steps to Reproduce

1. Login an Orlando instance.
2. Impersonate an itil user.
3. Change the user date/time preference to "Both": System Settings (Cog) -> General -> Date/Time = Both.
4. Load an Application Service map.

The map does not display and gets the page stuck on "Loading Service Map...". The page never loads and the browser javascript console shows the error below:

Uncaught TypeError: Cannot read property 'dateBoth' of undefined

Workaround

This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.


The workaround is to avoid using the Date/Time user preference "Both", and change it to either "Calendar" or "Time Ago":


If the settings already do not show the "Both" option selected, check if the user has a custom user preference for glide.ui.date_format, and remove it:
/sys_user_preference_list.do?sysparm_query=nameSTARTSWITHglide.ui.date_format&sysparm_view=


Related Problem: PRB1388587

Seen In

SR - IntegrationHub - JIRA Service Desk Integration r2 - v2.0.0
SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Risk Management PA Content - Madrid 2019 Q1
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITOM - CMDB CI Class Models - 201907
SR - ITOM - CMDB CI Class Models - 201908
SR - ITOM - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - ITOM - Fundamentals Istanbul Jakarta Kingston r1 - v5.99.6
SR - PAR - Performance Analytics Content Pack for Service Portal - v1.0
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - SIR - Tanium Integration - New York 2019 Q3
SR - SIR - Threat intelligence - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Rapid7 - London 2019 Q2 v.6.2.1
SR - VR - Shodan Exploit - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Fixed In

Orlando Patch 6
Paris

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-17 11:28:30
Published:2020-11-17