Istanbul Patch 3

The Istanbul Patch 3 release contains fixes to these problems.

IstanbulPatch 3 was released on February 28, 2017.
Build date: 02-24-2017_1059
Build tag: glide-istanbul-09-23-2016__patch3-02-08-2017

For more information about how to upgrade an instance, refer to Upgrade to Istanbul.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Istanbul fixed problems, see KB0598935.
Note: This version is approved for FedRAMP.

Security-related Fixes

Istanbul Patch 3 includes fixes for security-related problems that affected certain applications and the ServiceNow platform. We recommend that customers upgrade to this release for the most secure and up-to-date ServiceNow features. For more details on security problems fixed in Istanbul Patch 3, refer to KB0621511.

Notable Fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.

Problem Short description Description Steps to reproduce

User Interface (UI)



Activity stream does not load if relationship changes are in the feed and modifications were made by an invalid or nonexistent user Activity stream does not load if relationship changes are in the feed and modifications were made by an invalid user or a user that no longer exists.
  1. Impersonate an admin user (e.g. Fred Luddy).
  2. Navigate to Incident > Open.
  3. Select any Incident and note its number.
  4. Right-click in the form header and choose Configure > Related Lists.
  5. Add Task->Parent to the Selected list and click Save.
  6. Go to the Tasks related list on your Incident and click Edit.
  7. Move any Task to selected and click Save.

    An activity stream entry for your relationship change is displayed.

  8. Delete / change the user ID from the admin account (e.g. Fred Luddy).
  9. Reload the Incident from step 3.

Note that instead of the user ID for the invalid account being displayed, the activity stream does not load, and NPE errors are listed in the logs.

Import / Export



Currency values are incorrect in Export to Excel The currency field icon is missing when Export to Excel is used. On some glide.system.locales, the first digit can be printed twice, and an extra 0 is added.
  1. Create a table with a currency column.
  2. In the fx_currency table, change the symbol for TRY to .
  3. Set glide.i18n.single_currency to false.
  4. Set glide.i18n.single_currency.code to USD.
  5. Set to Europe/Istanbul.
  6. Set glide.system.locale to tr.TR.
  7. Create a record in the new table with a currency amount in $ (e.g. $100).
  8. Export to Excel.

Note that the output value is 1100.00.

Edge Encryption



Selecting 'Update All' or 'Update Selected' in a list view nullifies Edge Encryption encrypted fields

This issue only affects Edge Encryption customers who have tables with Edge Encryption encrypted fields and active encryption configurations for these fields.

Data loss can occur when attempting to update records with edge encrypted fields. This is due to a defect in the handling of the multiple update function in a list view.

When a user updates several records with encrypted fields in list view using Update All or Update Selected, the contents of the encrypted fields are lost once Update is clicked.

Refer to the listed Known Error KB article for details.

Edge Encryption


A network outage can cause the proxy server to give up trying to connect back to the instance

This issue only affects Edge Encryption users.

Users should be able to set the connection retry interval and retry limit for the proxy server.

The fix for this PRB allows users to set the retry interval and limit with the edgeencryption.register.retry.count property. The default value for the connection retry interval is 5 seconds, and the default value for the retry limit is 0. When the retry limit is set to 0, the proxy server will attempt to reconnect until a connection is established. See Edge Encryption general properties for details.

All Other Fixes

Problem Affected plugins Short description Description Steps to reproduce

Application Portfolio Management


The portal-based application 360 dashboard is not showing the 'Number of changes' widget
  1. Activate 'Performance Analytics - Content Pack - Application Portfolio Management and Change Management'.
  2. Open the Application 360 dashboard.

Notice the 'Number of change request' widget is not loading correctly.

Automated Test Framework


Automated Test Framework Executing a test created in a non-global scope fails When a user is in a scoped app and creates a test for that scoped app, the test fails.
  1. Create a new application or switch to an existing scoped application (scope should not be global).
  2. Create a new test in this scope.
  3. Add an Impersonate step, and set the user to any valid user.
  4. Add a record query step:
    • Set the table to sys_user.
    • In the field values, set the sys ID to the output of the impersonate step.
  5. Execute the test.

Expected behavior: The test should pass.

Actual behavior: The test fails. In the test result output, we find this error: Evaluator: org.mozilla.javascript.EcmaError: "ATFStepDescriptionGenerator" is not defined.

Change Management


Change Management - Standard Change Catalog The OOB record producers in the Standard Change Catalog > Template Management have a read-only protection policy
There are 3 record producers in Change > Standard Change > Standard Change Catalog > Template Management:
  1. Propose a new Standard Change Template
  2. Modify a Standard Change Template
  3. Retire a Standard Change Template

These record producers have a read-only protection policy, which prevents users from changing the names of these record producers.

  1. Navigate to Service Catalog > Catalog Definitions > Record Producers.
  2. Query for these record producers:
    • Propose a new Standard Change Template
    • Modify a Standard Change Template
    • Retire a Standard Change Template
  3. Try to change the Name of these record producers.

You cannot change the record producers' names because their protection policy is set to read-only.

Configuration Management Database (CMDB)


Configuration Management (CMDB) Incorrect values for metric scores and total processed CIs on the CMDB Health Dashboard This issue occurs when metrics reach the maximum failures.

Configuration Management Database (CMDB)


Configuration Management (CMDB) 'CMDB Health Dashboard - Correctness' is not getting updated



Session pool fails to unblock borrows when returning failed connections Apache Commons Pool does not check for blocked borrowers when returning objects that fail with testOnReturn enabled.



In Istanbul incidents, using the 'quick email' function adds the user to the CC field, and they cannot be removed This issue occurs in Istanbul instances. When viewing an incident in form view, users can click options (three-dot) and send an email from the form. However, when a user clicks this quick email option, the user appears in the CC field and cannot be removed.

In an Istanbul instance:

  1. Navigate to an incident in form view.
  2. In the header, click the options menu (three dots).
  3. Open an email template.
  4. Try to remove the email address in the CC field.

Note you cannot remove the email address.

Event Management


Dashboard is not loaded in the default mode When the dashboard is loaded with the "Prioritize by: Business criticality" default value, it incorrectly has the "Prioritize by: cost" view.

Human Resources Service Management


Human Resources Scoped App: Core The user form section is being captured in the HR application The user form section should be in the global scope, but it is in the HR application scope instead.
  1. Navigate to the User table.
  2. Click on a user.
  3. Click Configure > Form layout.

Expected behavior: This should be in global section.

Actual behavior: The user form section is being captured in HR core application.

Human Resources Service Management


After upgrade, the HR v1 legacy affix in application menus are missing

This issue affects instances that have both HR v1 ( and HR v2 (com.sn_hr_core) active.

The legacy affixes in the HR v1 application menu titles disappear when a user:
  1. Installs HR v1 on a Helsinki instance
  2. Upgrades to an early Istanbul release (e.g. Istanbul Patch 1)
  3. Installs HR v2
  4. Upgrades to another early Istanbul release (e.g. Istanbul Patch 2).

In a Helsinki instance with the HR v1 plugin ( activated:

  1. If there is no demo data, create some HR cases.
  2. Upgrade the instance an early Istanbul version (e.g. Istanbul Patch 1).
  3. After the upgrade, activate HR v2 (com.sn_hr_core).
  4. Log out and log back in.

    Observe that the navigation menu correctly labels the HR v1 legacy modules.

  5. Now upgrade the instance to another Istanbul version (e.g. Istanbul Patch 2).

Note the navigation menu no longer labels the legacy HR v1 modules.

Expected behavior: Both legacy modules with legacy affix and new modules should show up in the nav menu.

Actual behavior: The legacy affix on old modules is not showing up in the navigation menu.

Import / Export


After Geneva upgrade, columns in Excel export auto-wrap and do not automatically resize the width to fit all content in one line In Fuji, columns in Excel exports were resized automatically to fit the width of all content in one line on an Excel export. This behavior changed in Geneva - all columns are exported as a fixed with by default, and the text for each field wraps to the next line.

In a Fuji instance

  1. Open any list report.
  2. Export the report to Excel.

    The column width automatically resizes.

In a Geneva instance

  1. Open any list report.
  2. Export the report to Excel.

    The column width is fixed with text wrapping.

Knowledge Management


Knowledge Management V3 In Knowledge V3, the page never finishes loading when a user enters two numbers or letters (or a combination of both) into the homepage search This issue occurs in Knowledge V3. When a user enters two numbers or letters into the homepage search, the search begins, but it keeps spinning and never returns any results. The page turns white with two columns and a spinning circle in the left column.

In an instance with Knowledge V3:

  1. Navigate to Knowledge > Homepage.
  2. In the search field, type F5 and hit the Enter key on your keyboard.

The page turns white with two columns and a spinning circle in the left column that never stops spinning. No search results are returned.




Switching between 'is' and 'is not' operators on the currency field causes condition not to be added to the query string when running the filter When switching between the 'is' and 'is not' operators in the currency field of the new condition builder, the condition is omitted.
  1. Navigate to a table with a currency type field or add a currency type field to an incident.
  2. Create a condition for the currency field such as [Currency Field] [is] [100].
  3. Run the query.

    Notice that the breadcrumbs reflect the filter.

  4. Change the "is" operator to "is not".
  5. Run the query.

    Note that the breadcrumb shows only All.

The condition is not added to the filter.




On UI lists, condition builder with the date/time filter is broken In UI11, if a date/time filter already exists, users cannot use the condition builder on lists. This issue occurs in Chrome and Firefox.

Refer to the listed Known Error KB article for details.

MID Server


Uptime probe hangs under J2SSH The Linux uptime probe hangs when it is run under J2SSH.
  1. Run DiscoverNow on a server CI.
  2. Check the time it takes to run the discovery job.

Expected behavior: For 15/16 commands, it should take less than 2 minutes to finish.

Observed behavior: It takes 16 minutes to complete. The first 15 commands are completed in less than a minute while "uptime; date +%s" eventually times out, which in this case was 15 minutes.



Mobile UI In mobile, users are unable to scroll in read-only text fields Only read-only fields are affected - users are able to scroll in non-read-only fields. This issue is reproducible in the mobile UI and the mobile app.

In the mobile UI or mobile app:

  1. Go to System Properties > Mobile UI Properties.
  2. Enable the updated mobile Web Experience available in Helsinki.
  3. Open an existing incident and change the view to mobile.
  4. Add the field Description, and add a long description here.
  5. Make the field read-only.
  6. Go to this URL to switch to the Mobile UI: https://(instancename)$
  7. Open the incident.

Notice that is not possible to scroll down to read the full description.



Mobile UI iOS mobile UI - Read-only fields containing a value have a very light text color, which is difficult to read When a user enters a value into a field and makes it read-only, the text color becomes very light, and it is very difficult to read the text.
  1. Open an existing incident and change the view to mobile.
  2. Add the field Description.
  3. Add a long string of text into this field.
  4. Make the field read-only.
  5. Go to this URL to switch to the mobile UI: https://(instancename)$
  6. Open the incident.

Notice the text's font color and background are very light, which is difficult to read.

Platform Security


Virtual tables do not work with read-only mode A symptom of this issue is that an instance's plugin list appears as empty.
  1. Navigate to

    Note table is empty.

  2. Clear the cache.
  3. Reload the plugins.

The plugins appear.

Platform Security



Upon login, users are redirected to banner image/product icon instead of a homepage In UI16, uploading a banner image causes a login navigation issue. Because the system attachment (image) files are protected, users who do not have the image already cached are incorrectly directed to the image file after login.
  1. Upload a new image for use as glide.product.image or use Basic Configuration UI16 to upload a new banner image.

    For more information, see Customize the logo in system properties.

  2. Log out.
  3. Clear your browser cache (Shift + Click Refresh for Chrome) or use an incognito browser.
  4. Log in again.

Instead of the homepage being displayed, the main frame is redirected to banner image.

Project Management


Scroll focuses to the top when certain changes are made to a task via the planning console If a user makes a change such as updating a task's dependencies, the planning console will focus scroll to the top of the page.

Ensure the PPM plugin is activated with demo data.

  1. Open the planning console and select a project with at least 20 tasks.
  2. Expand the tasks so that a scroll bar appears.
  3. Scroll down as far as possible and connect a task dependency to another task.

Expected behavior: The loading progress icon should appear, and the user should stay in the same location while making the update.

Actual behavior: Loading finishes and the screen focuses to the top of the page.



When a report is on a homepage and display grid is turned on, the report takes the size of the grid and can potentially be very large Reports with display grid turned on for a homepage can have an excessively large size because the report takes the size of the display grid.
  1. Create a report with a large display grid and turn on the display grid.
  2. Add that report to a homepage.

When the report renders, you will see that it is the same size as the display grid, rather than being a normal size.

Scheduled Job Processing


GlideSchedulerWorker occasionally throws NullPointerException

Security Incident Response


Security Incident Response Security Incident Response plugin is causing issues with attachments and work notes The Security Incident Response plugin is stopping user access to journal fields on any non-task table.

Security Incident Response


Security Incident Response Opening a Security Incident template from a list takes longer than 1000 seconds When a user with a large number of groups tries to create a Security Incident template, the page hangs.
  1. Navigate to Security Incident Templates.
  2. Create a new security incident template.

    Observe slowness.

  3. Open a record in the list of incident templates.

    Observe slowness.

Server Side Scripting


Rhino usage warnings in wrapper log Unnecessary Rhino messages are appearing in the logs.

Service Catalog



Forms do not display correctly in list or form view when hovering over some reference icons In a list or form view, if a user hovers over a reference icon with a sys_popup view containing a variable editor, the form 'moves' or 'bounces' on the screen. If the variable editor is removed from the equation, the issue does not occur.

Refer to the listed Known Error KB article for details.

Service Catalog



Cart layouts are not functioning correctly If Price, Quantity or Subtotal are unchecked, the Item Ordering Widget is not visible.
  1. Navigate to Maintain Cart Layouts > Shopping Cart Widget.
  2. Uncheck Visible and save.
  3. Navigate to Maintain Cart Layouts > Item Ordering Widget.
  4. Fill in the form in the Components section as follows:
    • Price - Uncheck
    • Recurring price - Check
    • Quantity - Uncheck
    • Subtotal - Uncheck
    • Recurring subtotal - Check
    • Delivery time - Check
  5. Go to a Catalog Item.

Notice the entire Item Ordering Widget is not visible. If you check any one of the check boxes for Price, Quantity or Subtotal, then the Item Ordering Widget is visible.

Service Mapping


Service Mapping performance issues Some users are experiencing performance issues with Service Mapping. When changes occur around the same time in multiple business services, the service model re-computations take a long time and occupy all worker threads.

Service Mapping


Under certain conditions, Service Mapping discovery fails when using SSH The SSH layer used by Service Mapping fails to connect to the UNIX system when the .profile script is prompting for additional input.

Configure a user on a Linux system so there is a .profile script asking for some input during login.

Note that Service Mapping fails to discover this system using SSH.

Service Portal


Cart appears in header for unauthenticated users
  1. Navigate to the Service Portal without logging in.
  2. Notice the cart in the header.

Service Portal


Service Portal for Enterprise Service Management Activity Stream is not visible in incidents For some upgraded instances, the activity stream is not visible in incidents. This issue does not affect zbooted instances.
  1. Navigate to the HI Service Portal.
  2. Open an incident.

Note that the activity stream is not displayed.

Service Portal


Navigating to the UI Policies or Client Scripts for a given form results in an invalid URL
  1. As an admin in Service Portal, go to the Incident form.
  2. On the top-left, open the header options menu.
  3. Click UI Policies or Client Scripts.

Note that the page you are looking for cannot be found because the request being made is invalid.

Update Sets


System Update Sets Preview Error when previewing/committing update set with an unusually formatted payload

Some specific update set payloads that have been formatted with line breaks can cause errors when previewing/committing.

This PRB only addresses updates with line breaks in the payload element AND the payload starts with:


<sys_dictionary ...

Usage Analytics


Subscription Administration Base Subscription Management notifications are confusing
In Helsinki, Subscription Management has two types of notifications:
  1. Users are notified every time their instance receives a new subscription record. This notification is sent for existing subscriptions as well as new subscriptions.
  2. Users are notified about overallocation once a month if the 'Allocated' value is greater than the 'Purchased' value.

Both of these notifications are confusing and should be disabled.

In an instance with Subscription Management:
  1. Do one of the following:
    • Allocate too many users to a subscription
    • Have too many discovered nodes, devices, or servers for a Discovery subscription
    • Exceed an All User subscription by having excessive active users
  2. Reach the start of a new month (the messages are generated on the first day of each month around ~6am).

Note a message is sent to all admins if no admin has the usage_admin role (otherwise, the messages are only sent to usage_admin).

User Interface (UI)



Records created via Parent and Child Templates are not properly linked Records created from Parent/Child templates may not be linked by the correct field. For example, Change Task records may be linked to a Change Request record by the Parent field, instead of the Change Request field, which may not be displayed on the Change Task > Change Request related list.

Refer to the listed Known Error KB article for details.

User Interface (UI)


UI16 In Istanbul, text in the DarkNOW theme changed colors In previous releases, the DarkNOW theme consisted of white text on a grey background. In Istanbul, the DarkNOW theme changed to red text on a dark grey background, which can be difficult for users to read.

In an Istanbul instance:

  1. Click the settings button in the top-right corner.
  2. Navigate to Theme > select the DarkNOW theme.
  3. Look at the text color on the left-hand application menu.

In previous releases, the text color was white. In Istanbul, the text color is red.

Other Istanbul Patch 3 information

  • Edge Encryption
    • Edge Encryption general properties

      The edgeencryption.register.retry.count allows users to set the maximum number of times the proxy will ping the instance to try to register. The default is 0 (no limit).

Fixes included with Istanbul Patch 3

* Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.