Australia Patch 4

1. Create an account on Assistiv Labs to use NVDA and JAWS.
2. Open a base instance.
3. Navigate to a workspace such as Service Operations Workspace (SOW).
4. Open any incident.
5. Open a screen reader, such as VoiceOver and Safari or JAWS/NVDA and Chrome.
6. Navigate to the Comments field.
7. Enter '@' and a character or two for a user to invoke the drop-down list for user selection.

Notice that neither screen reader identifies the pop-up, nor is there any identification of the members of the list as the user navigates it.

1. Log in to a ServiceNow instance.
2. Open any task record that supports an activity stream and an Attachments field.
3. Attach a video file to the record.
4. Save the record.
5. Refresh the page so the attached video renders inside the activity stream.
6. In the activity stream, locate the entry containing the attached video.

The video element appears with native video controls (play/pause, scrubber, volume, fullscreen).

1. Select the video element in the activity stream to attempt playback or interact with the controls.

Expected behavior: The native video controls remain visible and interactive; the user can play, pause, scrub, adjust volume, and enter fullscreen.

Actual behavior: On selection, the video controls disappear and become unusable. The video element renders but no playback controls can be interacted with.

1. Create a custom Comment Field , Type - journal_input.
2. Make sure the user does not have read access to other base instance journal fields (comments/work_notes).
3. Navigate to any incident, open any record.
4. Add some comments in the journal_input field.
5. Navigate to the service portal.
6. Impersonate any non-admin user.

Observe that comments are not visible.

1. Navigate to /incident_list.do.
2. Select the Show activity stream in a flyout window button (heartbeat icon at the top-right of the table).
3. Find a journal tile in the activity stream, and select the Copy journal content button.
4. Try pasting the copied content anywhere.

Expected behavior: The content should get copied to the clipboard, and a notification saying, 'Copied to clipboard' should appear.

Actual behavior: The content does not get copied to the clipboard and subsequently cannot get pasted.

Navigate to AWA > Queues.

Open an existing queue or create a new AWA Queue.

In the Schedule field, select a schedule configured with Timezone = Floating.

Select Save.

Expected behavior: System should prevent saving the queue when the selected schedule has Timezone = Floating or show a validation error/warning indicating that floating schedules are not supported for AWA queues.

Actual behavior: The queue is successfully saved even when the schedule has Timezone = Floating.

1. Make an outbound call from the agent workspace using the Amazon Connect.
2. Select the Set Up Real Time Transcription checkbox in the instance setup step.

Observe that the interaction pops open in agent workspace, but the conversation tab does not show. It only shows up on refresh or reload of the page.

1. Open the same active phone interaction in two browser tabs (Tab A and Tab B).
2. Wait for the wrap-up dialog to appear in both tabs.
3. Submit wrap-up in Tab A (fill in notes/code and select Submit).
4. Observe Tab B.

Expected behavior: Wrap-up dialog in Tab B closes automatically.

Actual behavior: Tab B continues showing the open wrap-up dialog.

1. Navigate to sys_user, search for User ID = abel.tuter, and open the record.
2. Update Country Code (country) field to 'United States'.
3. Open ESC Default Search Profile and create a new RIR.
   1. Trigger: User Context - Country (sys_user.country) is United States.
   2. Set the appropriate Start and End Date so the RIR is valid.
   3. Select the Promote Document action and promote Apple Watch (sc_cat_item).
   4. Save and Republish the search profile.
4. Open Search Preview, search 'spam' with the matching search application (base instance is ESC Default Search App) and user Abel Tuter.

Expected behavior: 'Apple Watch' is promoted and can be seen in result list.

Actual behavior: 'Apple Watch' is not promoted. Under 'Summary' tab, RIR is not applied.

1. Create a time series visualization with an indicator (daily frequency) as a data source.
2. Ensure that scores are collected for this indicator.
3. In the configuration, under the date range section, select the Set absolute period and Use current date for period end options.
4. Review the visualization on different days.

Expected behavior: The visualization graph should consider the current date as the period end date and generate the graph.

Actual behavior: The visualization graph is still generated with the older dates (when the visualization is created) as the period end date.

1. Open an instance.
2. Navigate to Platform Analytics > Dashboards.
3. Create a new inline dashboard.
4. Select Add component.
5. Select Data visualization.
6. Select any visualization type, such as column or bar, and configure it to show the visualizations.
7. Navigate back to the dashboard created.
8. Select Export on the dashboard.
9. Select Export to PowerPoint or PDF .

Notice the error, 'Export failed. Please contact your system administrator.' There is also an error is displayed in the error logs, 'ExportJobExecutor *** ERROR *** EXPORT_JOB_EXECUTOR: PEJ0001007 AttachmentID is null, attachment was not saved properly.'.

1. Log in to the instance.
2. Navigate to All > Authentication Factors > Knowledge Based Factor > Questions.
3. Select any question with the type, 'Identification/​Authentication'.​
4. For the question, create service mapping with the type set to 'Authentication'.
5. Return to the selected question.
6. Update the type to 'Identification only'

Expected behavior: 'Identification' should not be allowed because the question is mapped to service an 'Authentication' question, which creates inconsistency.

Actual behavior: The operation is successful.

1. Navigate to Automated Test Framework (ATF) > Tests.
2. In the list filter, search for the test named Scoped coverage test and select it to open the test record.
3. Select Run Test, choose a browser or open a new one, and select Run Test again.
4. Let the test run to completion, then navigate back to the test.

Expected behavior: The test runs to completion, and the status reads 'Success'.

Actual behavior: The test fails. The onChange client script in the scoped app does not execute, and the following client error is reported: 'Script: MyScriptInclude not found in scope: global, and HTTP Processor class not found: com.​glide.​processors.​xmlhttp.​My​Script​Include:​ no thrown error'.

1. Open the instance.
2. Impersonate as a user.
3. Navigate to /aiux/employeeslate/home.
4. Select a widgets, such as 'Our Company'.

Notice that it throws the RCA error, 'Read operation on table 'sn_hr_core_case_operations' from scope 'Employee Slate Core' was denied. The application 'Human Resources: Core' must declare a Restricted Caller Access privilege. Please contact the application admin to update their access requests.'.

1. Provision an instance with the following plugins installed: customer communities, communities demo data, and I18N: Japanese Translations.
2. As community admin, log in to the platform.
3. Navigate to Community > Moderation > Moderation filters.
4. Create a new moderation filer/use the existing filter.
5. Add any Japanese keyword (こんにちは) in the filter.
6. Add any English keyword (hello) in the filter.
7. Save it.
8. Log in to community portal as any community user1 with the preferred language set to Japanese.
9. Try to post content with the keyword used in step 5.
10. Log in to community portal as any community user1 with the preferred language set to English.
11. Try to post content with the keyword used in step 6.

Expected behavior: The user is prevented from using banned keywords during content posting. The appropriate message appears.

Actual behavior: 'Moderation Banned Keyword Filter' doesn't work for characters in other languages. The user is allowed to post content with the banned keyword if the keyword is not in English.

1. Navigate to a list in Service Operations Workspace.
2. Open the condition builder.
3. Add some filters to the condition builder.
4. In the 'Saved Filters' list, select Save Filter.
5. Select Save.
6. Open the 'Saved Filters' list.
7. Select the Trash Can icon next to the saved filter that was just created.

Expected behavior: The confirmation explicitly says that when a filter is deleted—especially one that has been shared to a group or globally—it is deleted for everyone.

Actual behavior: The confirmation dialog opens and shows: 'Active will no longer be available in your saved filters. This action can't be undone'.

1. Log in to a base instance.
2. Select Workspaces from the Banner/Header Menu.
3. Search for 'Service Operations Workspace'
4. Select Service Operations Workspace.
5. Once the workspace is open, navigate to Lists.
6. Navigate to My Lists.
7. Select the Create new list button.
8. Navigate to Create your own.
9. Provide the list name, such as 'Testing'.
10. Select Source - HR Case [sn_hr_core_case].
11. Navigate to Add Filters > Condition.
12. Select the field, SLA(sla).

Observe that the field and operator become read-only.

Expected behavior: TheSLA field should not become read-only.Actual behavior: The SLA field is read-only.

1. Create a DF table.
2. Assign unique string columns with type 'GUID'.
3. Navigate to sys_table_rotation.
4. Create a record.
5. Add the name of the mapped table to the Name field.
6. Choose a shard.
7. Select the column with type 'GUID'.

Expected behavior: The DF table should be blocked when it's being used as base rotation table for extension, rotation, and shard.

Actual behavior: A rotation record is created with the DF table as a base rotation table.

1. Navigate to the Edit Archive Rule page.
2. Ensure the Enable Data Destroy checkbox is checked.
3. Uncheck the checkbox.

Observe that a confirmation pop-up appears with Yes, Cancel, and Close (X) options.

1. Select the Close (X) button on the pop-up.

Expected behavior: The pop-up closes. Enable Data Destroy checkbox reverts to its previous checked state. No change is applied unless the user explicitly selectsYes.

Actual behavior: The pop-up closes. Enable Data Destroy checkbox becomes unchecked even though the action was not confirmed.

1. Log in to the instance.
2. Navigate to the DMC.
3. Select a table with an archive rule and navigate to Rule Details page.
4. Edit any field on the page and select Update, then switch the tabs.
5. Observe the table associated with the rule.

Expected behavior: The conditions should be displayed for the rule.

Actual behavior: The conditions are not appearing.

1. Navigate to a 'Demand' record.
2. Select the Create Epic related link on the 'Demand' form.

Observe that the action doesn't work/is missing.

1. As an agent, impersonate a system administrator user.
2. Switch the agent language to French under 'Preferences'.
3. Navigate to Service Operations Workspace.
4. Make the agent available.
5. As the end user, set the session language to English.
6. Navigate to the Employee Service Center portal.
7. Initiate NAVA.

Observe the disclaimer message is in English.

1. Connect to a live agent.
2. Once the work item is offered to agent, accept the work item.

Observe that the disclaimer message is translated to French for the end user.

Expected behavior: The disclaimer message should honor the end user's session language.

Actual behavior: When connected to a live agent, the disclaimer message is changed based on the agent's session language.

1. Configure an Edge Encryption mass job on a table/field whose Journal field is audited (for example, incident.work_notes with auditing enabled).
2. Rotate the sys_audit table to create physical tables such as sys_audit0 and sys_audit1 that contain the actual audit records, and so that the sys_audit base table is empty.
3. Run the Edge Encryption mass job, such as mass-encrypt, mass-decrypt, or key-rotation.

Observe that no audit records are updated, and the job reports zero rows processed for the AUDITED_NEW_VALUE and AUDITED_OLD_VALUE chunk types. When verifying in the database that encrypted values in sys_audit0 / sys_audit1 are unchanged, this confirms updates targeted the empty sys_audit base table.

1. Create an edge encryption configuration on the incident.short_description field.
2. Run a mass encryption job to encrypt the data on that field.
3. Create an archive rule for the incident table to archive one or more of the records with an encrypted short_description field.
4. Verify that sys_archive_log records are created for the archived incidents, and that the Payload field has edge encrypted data.
5. Create an edge encryption rule on sys_archive_log.payload.
6. Create an edge decryption job on the sys_archive_log table.
7. Run the job.

Expected behavior: Edge encrypted data inside thesys_archive_log.payload field is decrypted by the job.

Actual behavior: The scheduled encryption job does not have any execution records nor chunks, as it did not find any data to be decrypted.

1. Impersonate the sn_bom_payment.claim_agent role.
2. Navigate to Workspaces > Financial services workspace > Claims > All > New > Internal claim.
3. Fill in all the details and add multiple transactions into the fields Claim transactions & Receiving transactions.
4. Save the form.
5. Navigate to the related lists of 'Claim Transactions' and 'Receiving Transactions'.
6. Select the filter icon and start querying on 'Sender transaction' & 'receiving transaction' respectively on both the related lists.

Observe the error as mentioned above.

1. Install the following:
2. Playbook Experience (playbook-experience:29.1.0)
3. Playbook Experience Components (servicenow-​now-​playbook-​experience:​29.​2.​2-​SNAPSHOT)​
4. Process Automation Designer (sn-​process-​automation-​designer:​29.​3.​1-​SNAPSHOT)​
5. Customer Service Management Demo Data' (Plugin id: com.snc.customerservice.demo)
6. Playbooks for Customer Service Management (app-​csm-​playbook:​6.​4.​0-​SNAPSHOT)​
7. app-​csm-​complaint-​case:​8.​0.​2-​SNAPSHOT
8. app-​csm-​complaint-​case-​ai-​agents:​1.​1.​2-​SNAPSHOT
9. app-​csm-​complaint-​gen-​ai:​2.​1.​2-​SNAPSHOT
10. Impersonate the user 'Abel Tuter'.
11. Navigate to /csm.
12. Select the Sparkle icon to launch the virtual agent.
13. Paste this prompt to the virtual agent to go through record creation: 'I want to log a complaint. My KNS-ULTRA1100 is over heating. The product becomes uncomfortably hot during normal operation, even with light usage. My colleague had also experienced the same issue with the product on their machine. It started happening 2 days ago'.
14. Once the record has been created, impersonate the user 'Abraham Lincoln' on the platform.
15. Find the created record.
16. Keep selecting the Continue button to advance to the 'Research' stage.
17. Select the Use an AI agent button.

Notice that an error is shown to the user, and the execution plan is terminated with the message, 'You don't have the required access to complete this request. Try another request.'.

1. Prepare two Zurich instances.
2. Navigate to the first Zurich instance.
3. Create an update set and make it current.
4. Create a simple flow and create a variable with a long name with a space.
5. Ensure that those creations are captured in the update set and complete the update set.
6. Deploy this update set to the second Zurich instance.
7. Navigator > Remote instance > Retrieved completed update set > Commit.
8. Open the flow and verify that the flow variable label is automatically updated to match the variable name.

1. Open Flow Designer.
2. In the 'Subflows' tab, open a subflow.
3. In the 'More' menu, select See related flows.

Notice the security constraint message when it opens.

1. Navigate to sn_compliance_policy.
2. Select New to open new policy form.
3. Fill in the necessary fields.
4. Add policy text, uncheck the Require Review Approval checkbox, and Submit.
5. Select Request Review.

Notice that the system moves the record to the 'Review' state.

1. Select Request Content Approval.

Notice that the system moves the record to the 'Approval' state.

Observe that although the Final Approver approves the policy and the policy is published, the associated article is still in a 'Draft' state.

1. Create an account on Assistiv Labs to use NVDA and JAWS.
2. Open a base instance.
3. Create or set the system property 'glide.ui.journal.use_html' to 'true'.
4. Navigate to Service Operations Workspace.
5. Open any incident.
6. Open a screen reader, such as VoiceOver and Safari or JAWS/NVDA and Chrome.
7. Navigate to the Comments/Work Notes field.
8. Enter '@' and a character or two for the user to invoke the drop-down list for user selection.

Notice that neither screen reader identifies the pop-up, nor is there any identification of the members of the list as the user navigates it.

1. Create an Hermes producer and consumer replication set on the incident table.
2. Create and activate producer replication set for incident table.
3. Create and activate consumer replication set.
4. On the consumer, Navigate to the idr_replication_shared_key table & delete the record in the table.
5. Replicate a single record from the producer to the consumer.
6. Create a test record on the producer.

Expected behavior: The consumer replication should self-heal & be active. Replication should resume as expected with the shared_key recovery.

Actual behavior: The consumer replication gets stuck in a 'Request Producer Approval' state where Status=Active Replication and Consumer Approval Status=Approval Pending - manual intervention is required (by selecting theRequest Producer Approval button).

1. In Zurich, navigate to any table list view that contains the Duration field.
2. Filter by '<DURATION_TYPE_FIELD>' is 'Empty'.

Review that records have '0 seconds' even if there's no value in the records (empty).

1. In UI16, Navigate to Profile Picture > Preferences > Accessibility and enable 'Enable accessibility in classic'.
2. Navigate to a record with related lists (for example, Problem).
3. Open any related list (for example, Problem Tasks).
4. Apply a filter such as State is one of [values].

Observe the filter above the related list has an extra 's' before State.

1. Provision an instance with the following plugins:
2. com.snc.work_management
3. com.snc.work_management.demo
4. com.sn_fsm_mobile
5. Ensure incremental offline is configured and working, so that the offline payload download works and incremental jobs are being processed.
6. Using the Agent mobile app, trigger the incremental offline process by downloading the offline payload.
7. Create a new work order task (WOT) using the instance configuration.
8. Create part requirements related to the WOT using instance configuration.
9. Using the Agent mobile app, navigate to Offline mode.
10. Check if the newly created WOT exists.
11. Open the WOT.
12. Navigate to the corresponding section that contains information about part requirements.
13. Validate that the parts associated with the WOT are viewable.

Expected behavior: The new WOT appears in offline mode, and the related records created are present in the corresponding section and visible offline. Additionally, an incremental payload is generated for the new task and its related records (entries in sys_sg_incremental_result).

Actual behavior: The new WOT presents, but related records are missing in offline mode. For the newly created WOT, no new watcher record is created in sys_rw_action, so subsequent related record inserts are not tracked. Since no watcher exists for this WOT, no incremental payload parts are generated for its related records, so they never arrive in the device's offline cache.

1. As Agent Beth Anglin, enable desktop notifications from the settings Gear icon next to the presence drop-down list and enable browser level notifications.
2. As agent Beth Anglin, open SOW workspace and set the presence to 'Available'.
3. Open another window pointing to the home page.
4. As requester Abel Tuter, open the ESC portal, start a chat, and transfer it to a live agent.

In an Agent session, there is a desktop notification pop up that appears for the new chat.

1. Select the notification to navigate to the workspace page.
2. Within few sec, refresh the second window that has a home page.

Expected behavior: A desktop notification for a new chat shouldn't appear second time for the same assignment. It should re-appear only on reassignment.

Actual behavior: A desktop notification appears for the second time for the same assignment.

1. Create a custom menu.
2. Add an application to the custom menu through the related list.
3. Refresh the menu request by selecting the Refresh button in the 'All' menu.

Expected behavior: The custom menu has an application with correct modules.

Actual behavior: The custom menu has an application with duplicate modules.

1. Trigger an agentic workflow using a UI action in a workspace to auto-launch NAP with forceNewConversation set to 'true'.
2. Ensure NAP launches with the workflow triggered in a new conversation session.

Observe the state of the New Chat button in the NAP header.

Expected behavior: TheNew Chat button is enabled, allowing users to start a new conversation.

Actual behavior: TheNew Chat button is always disabled when NAP is launched through AIEL.

Disable the following properties:

• sn_​query_​gen.​indicator.​feature.​enabled
• sn_​pa_​ai_​canvas.​indicator.​feature.​enabled
• sn_​pa_​ai_​canvas.​entry.​visualization.​enabled

Expected behavior: TheSparkle icon should not show on any data visualization, and whether it's saved to the library or not is based on an indicator source.

Actual behavior: Notice that theSparkle icon on data visualizations based on indicators still show for data visualizations saved to the library. This is caused by analytics_cache, which clears out every 24 hours.

1. Set a 'default' dashboard.
2. Navigate to the URL: now/​platform-​analytics-​workspace/​dashboards.
3. Navigate to any dashboard from the drop-down list menu, such as 'AI Agent Analytics'.
4. Navigate back to the URL: now/​platform-​analytics-​workspace/​dashboards.
5. Confirm the the last dashboard viewed is the dashboard that is displayed on the page.
6. Copy the URL to the dashboard that is displayed.
7. Created a guided tour for the default dashboard.
8. Confirm it works as expected.
9. Navigate to Guided Tour Designer > Create Tour.
10. Set the following values:
11. Name: Any
12. Tour Type: Workspaces (select Paste URL)
13. Roles: All
14. Create and publish the tour with example steps.
15. Navigate to sys_embedded_tour_guide.list.
16. Open the record for the tour that was created.
17. Confirm that the context is 'now/​platform-​analytics-​workspace/​dashboards' and the 'Route Parameters' value is empty ({}).
18. Navigate to now/​platform-​analytics-​workspace/​dashboards.
19. Confirm the default dashboard displays.
20. In the header, select the Show help icon.
21. Confirm the tour runs as expected.

Notice the issue.

1. Set a new 'default' dashboard, such as IT Agent Dashboard'.
2. Navigate to now/​platform-​analytics-​workspace/​dashboards.
3. Ensure it loads the new default dashboard.
4. In the header, select the Show help.
5. Confirm the tour launches.

Notice the tour fails, or crashes. This is due to the tour targets elements on the previous default dashboard. Since no URL parameters were saved as it was the default, the system cannot locate those elements on the new default dashboard, causing the failures.

1. Create a Dashboard in Platform Analytics.
2. Add a date filter.
3. Add the 'Today' predefined range. Add any other predefined range for easy testing.
4. Set the default value to 'Custom Range'
5. Enable 'Allow time selections'.
6. Save changes and Navigate to the date filter.
7. Select any predefined range other than Today.
8. Select Today.

Notice that the date will update correctly, but the start time will update to the current time.

1. Navigate to the sys_dictionary list.
2. Find the Incident table in 'Attributes'.
3. Add the new attribute calendar elements value, 'category; description'
4. Create a calendar report on the Incident table.

Observe that events contain both the category and description instead of the number and short_description.

1. Migrate the report to visualization.

Observe that the migrated visualization contains Number and Short description as event display fields.

1. Create a new release on Production Instance.
2. Create a new Deployment Request.
3. On Dev (source) instance create a new UpdateSet and make a change like create a new script include.
4. Complete UpdateSet and save changes.
5. Open the update set record completed from the step above and promote the update set, choose the DR record from step two.
6. Select Ready to assess.

Expected behavior: Deployment occurs under 2.5 mins.

Actual behavior: Deployment takes 10.5 mins.

1. Create a new scope and a new table.
2. Create a new relationship (sys_relationship) record with the following configuration:
   1. Name: Created by
   2. Advanced: true
   3. Applies to table: New Scoped Table
   4. Apply to: gs.debug('Table Name: ' + table_name);
3. Open the New Scoped Table form.
4. Right click and navigate to Configure > Related Lists.

Notice that when checking the system logs, the following error message occurs: 'com.​glide.​script.​Rhino​Ecma​Error:​ 'table_name' is not defined. : Line(1) column(0) ==> 1: gs.debug('Table Name: ' + table_name); Stack trace: at :1.'.

1. Navigate to All > Software Asset Management Workspace > License operations.
2. From the SAM Implementation list, select Published products.
3. Select Add.
4. In the Add to published products dialog box, select the desired licensable software products.
5. Select Add to publish them.

Expected behavior: The selected products should be successfully added to the Published products list.

Actual behavior: The products do not publish. The list remains unchanged after selecting Add, even after multiple attempts.

1. Open any instance.
2. Navigate to All > Incident > All > New.
3. Navigate to the 'Caller' combo box and type in it.
4. When the search results appear, navigate to them.
5. Verify the contrast ratio of the focus indicator.

Expected behavior: The contrast ratio of the focus indicator on the search suggestion item of the combo box should be equal to or greater than 3:1.

Actual behavior: The contrast ratio of the focus indicator on the search suggestion item of the combo box is less than 3:1.

1. In a base Zurich instance, replace line 49 of the script include.

Notice the number of records for the configuration class 'software', along with the above filter in the platform list view.

1. Navigate to Service Operations Workspace (SOW).
2. Open any active incident.
3. Navigate to Related Records > Affected CIs > Add.
4. Change the configuration class to 'Software'.

Expected behavior: The records are returned along with the additional filter added in the script include.

Actual behavior: The user will see all the records with the class 'software' are returned without the additional filters on the install status, and manufacturer is added in the script include.

1. On any table, create a field of the type Currency.
2. Create an on insert business rule to set the value of the field to USD: 1000.
3. Save the record.
4. Modify a different field on the form and save.

Expected behavior: The record is updated without any error messages.

Actual behavior: An error message stating updates to columns 'depreciated_amount' and 'residual' were ignored.

1. Open any workspace like Service Operations Workspace or HR Agent Workspace from 'Workspaces' menu.
2. Navigate to a list from the left tab panel.
3. Select a few items to open a number of workspace tabs.
4. Turn on the screen reader.
5. Navigate on these tabs with forward (tab key) and backward (shift +tab key) navigation.
6. Notice what the screen reader reads at workspace tab items and their Remove buttons.

Expected behavior: The way workspace tabs and theirRemove buttons are grouped into lists should be clear for screen reader users.

Actual behavior: The way workspace tabs and theirRemove buttons are grouped into lists is not clear for screen reader users.

1. Create 2–3 interactions of type Phone and refresh the workspace page so the Active Call component loads in the utility panel.
2. Open Developer Tools > Console.
3. Select the iframe hosting the workspace and execute the Active Call payload to simulate the call context (replace SYSID with the interaction sys_id).
4. Open Interaction A in Tab 1 and select Request Help.
5. Open Interaction B in a new tab and select Request Help again.
6. Navigate to the interaction_help_request table and verify the record.

Observe that the Help Request is created/updated for Interaction A (previous tab) instead of the active interaction (Interaction B).

1. Navigate to SOW and Enable Desktop Notifications in the Agent Chat.
2. Make an agent self available.
3. From a different, incognito browser window, log in to the instance in question and navigate to instance/esc.
4. Select the chat icon in the bottom right, start a new chat, and select Live agent support. Do not select the global navigation notification yet.

From the original browser tab, observes an incoming chat (don't select it).

1. In the filter navigator, select All > Incidents.
2. On the incidents page, perform a hard reload (must be a hard reload).
3. Select the Desktop Notification for global navigation.

Expected behavior: The user is navigated back to the workspace screen where the notification originated from (in this case, SOW chat).

Actual behavior: The user is not navigated back to the workspace.

1. Navigate to /esc.
2. Impersonate a user.
3. Initiate a conversation in Now Assist with the query, 'Are there any KB articles about job abandonment, when an employee stops showing up for work?'.

Observe that the generated content is sourced from the 'Missing Persons Standard Operating Procedure' attachment in KB0083268.

1. Open 'Sources and More', then hover over the source related to POL0021842-2.0 'Missing Persons Standard Operating Procedure.pdf'.

Observe the link formation.

Perform a cache fetch call for the cache key 'get_​user\|table:​{table}​\|field:​{field}​\|value:​{value}​' for any user of the identity type 'ai_agent'.

See that it doesn't return the User field value.

1. In one browser, sign on as live agent.
2. Make the live agent available for agent chats in SOW.
3. In another browser or in an incognito window, start a chat as a different user (for example, System Admin).
4. Select Contact an agent from the menu or type 'live agent'.
5. As the chat requester, cancel the live agent transfer before the agent accepts.
6. Perform a search that will result in conversational catalog results (for example, 'order a laptop').
7. Select Start Request on one of the catalog items.

Expected behavior: The catalog item starts and is completed successfully.

Actual behavior: The catalog item execution fails silently, leaving the user with the at _empty_skill_picker_ topic.

1. Install the latest Now Assist VA plugin.
2. As an admin, navigate to the chat experience configuration screen.
3. Attempt to configure an AI closing message and select Save.

Expected behavior: The user can save ai_closing message configuration successfully.

Actual behavior: The user can't save because ai_closing type is not recognized by the backend.

1. Start a new chat from NAVA.
2. Transfer to a live agent.
3. When the chat ends, immediately select the + button.

The new chat shows messages from the previous closed chat.

1. Navigate to Dynamic Window.
2. Create a conversation.
3. Start a conversation.
4. Search for 'iPhone'.
5. Select See more of iPhone.
6. Navigate through the conversation without starting a catalog request.
7. End the iPhone search conversation with 'nothing else'.