I’ve continued to pursue the Madrid UI bug with ServiceNow that I referenced earlier, but while that has been going on I’ve found some other bugs, shortfalls, and other changes that took me by surprise in the system.
1. Under London, the ITIL user didn’t have any ability to edit the manager of a group from the sys_user_group table. Under Madrid that seems to have changed. Give that most organizations will be using that field to grant some level of access not enjoyed by the average user, there is a good chance that you’ll want to go in and lock that back down.
2. With Madrid, you now have the option to put a regex directly on the variables in your catalog items. We were really excited about this feature, but if you put a regex on a variable that is mandatory, and then test on the back end (rather than the service portal) the red * indicating that the field is mandatory stays red even after you’ve filled in the field. It works correctly on the service portal, which is where the end users will be going to actually request items, but I’ve had stuff kicked back to me from UAT because of this issue.
3. If you place a regex on a variable and then put an onChange client script in place to change that variable, you can run into problems. For example, I was asked to put a regex on a variable to enforce a string being entered in one of two formats. Setting the regex so that either format was acceptable worked just fine, but I also wanted to put a script in place to change strings entered in one format over to the other format so that we’d have consistently formatted data inside of the database. After parsing through the string, changing some of the characters, and then joining the array back up into a single string, the string no longer passed the regex. I ended up going with a different solution to fulfill the requirement, so it’s possible that there is something there that I was doing wrong without realizing it, but at first blush it looked like the string should have been passing the regex.