A blank page shows when trying to create or edit Application Service


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