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Bugs‌ ‌found‌ ‌in‌ ServiceNow SaaS

› Bug Crawl›Bugs‌ ‌found‌ ‌in‌ ServiceNow SaaS

ServiceNow

ServiceNow is a cloud-based platform that streamlines business processes and automates workflows.

It allows users to manage IT services, customer support, and other operations with customizable applications. With integrated analytics and reporting, ServiceNow provides real-time insights into organizational performance. Its intuitive interface and extensive integrations make it a flexible solution for businesses of all sizes.

We recently did a Bug Crawl on ServiceNow’s platform and found several issues that impact its performance and user experience. Check out our findings to see where the platform could use some improvement.

servicenow.com

Password reset functionality not working

Severity:

Critical

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register an account using an email address to which you have access.
  3. Log in to your account.
Steps to Reproduce:
  1. Click on the profile button in the upper-right corner.
  2. Click on “My Profile and Settings.”
  3. Go to your email inbox.
  4. Look for the email containing the confirmation code.
  5. Copy the confirmation code.
  6. Return to the “Authentication Required” page.
  7. Enter the confirmation code.
  8. Click on the “Verify” button.
  9. Click on “Login & Security.”
  10. In the “Change Password” section, click on the “Edit” button.
  11. Enter your current password in the “Current Password” field.
  12. In the “New Password” field, enter a new password that meets all necessary requirements.
  13. In the “Reenter Password” field, re-enter the new password.
  14. Click on the “Save” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

Changing the password is not possible.

Expected Result:

Changing the password should be possible.

Profile photo upload fails

Severity:

Critical

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you have access to.
  3. Log in to your account.
Steps to Reproduce:
  1. Click on the profile button in the upper-right corner.
  2. Click on “My Profile and Settings.”
  3. Go to your email inbox.
  4. Look for the email containing the confirmation code.
  5. Copy the code.
  6. Return to the “Authentication Required” page.
  7. Enter the code.
  8. Click on the “Verify” button.
  9. Next to the profile picture, click on the camera icon.
  10. Click on “Upload a Photo.”
  11. Choose a photo up to 1MB from your computer.
  12. Click on the “Save” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

Adding a profile photo is not possible.

Expected Result:

It should be possible to add a profile picture.

Profile photo upload fails

Profile page navigation issue in App Engine Studio

Severity:

Critical

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you have access to.
  3. Log in to your account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the profile button in the upper-right corner.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

It’s not possible to go to the profile page in App Engine Studio.

Expected Result:

It should be possible to go to the profile page.

Missing tab icon on profile page

Severity:

Major

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address that you can access.
  3. Log in to your account.
Steps to Reproduce:
  1. Click on the profile button in the upper-right corner.
  2. Click on the “My Profile and Settings” button.
  3. Go to your email inbox.
  4. Look for the confirmation code email.
  5. Copy the code.
  6. Return to the Authentication required page.
  7. Enter the code.
  8. Click on the “Verify” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

There is no tab icon on the profile page.

Expected Result:

There should be a tab icon on the profile page.

Missing tab icon on profile page

Missing icons on main page

Severity:

Major

Steps to Reproduce:
  1. Go to the main page at https://www.servicenow.com/.
  2. Scroll down the page.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Microsoft Edge v.124.0.2478.67

Actual Result:

There are no icons on the main page.

Expected Result:

There should be icons on the main page.

Missing icons on main page
Missing icons on main page

"Actions" field overflows screen boundary

Severity:

Major

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you can access.
  3. Log in to your account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Click on the “More” button.
  13. Click on the “Logic and Automation” button.
  14. Click on “Notify Contact Reminder.”
  15. Click on the “Flows” button.
  16. Click on the plus (+) sign.
  17. Click on the “Actions” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91

Actual Result:

The “Actions” field does not fit on the screen.

Expected Result:

The “Actions” field should fit on the screen.

Actions field overflows screen boundary

“Chat” button overlaps “Demo” button

Severity:

Minor

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you can access.
  3. Log in to the account for the first time.
Steps to Reproduce:
  1. Get notified.
  2. Click on the “Products” button.
  3. Click on the “All Products and Solutions” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

The chat button overlaps the “Demo” button.

Expected Result:

The chat button should not overlap the “Demo” button.

“Chat” button overlaps “Demo” button

Deleting column causes list displacement downwards

Severity:

Minor

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you can access.
  3. Log in to the account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Click on the “Data” button.
  13. Click on the “Relationship Contact” button.
  14. Click on the “Data” button.
  15. Click on the “Manage Columns” button.
  16. Scroll down.
  17. Check “Updates.”
  18. Uncheck “Updates.”
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

When deleting a column, the list moves down.

Expected Result:

When deleting a column, the list should not move.

Digital values misaligned to right side

Severity:

Trivial

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you can access.
  3. Log in to the account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Click on the “More” button.
  13. Click on the “Logic and Automation” button.
  14. Click on “Notify Contact Reminder.”
  15. Click on the “Flows” button.
  16. Click on the plus (+) icon.
  17. Click on the “Stage” button.
  18. Click on the plus (+) icon again.
  19. Fill in the “Stage Name” and “Value” fields with letters.
  20. Fill in the “Duration (days)” and “Duration (hours)” fields with numbers.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

Alignment of digital values is to the right side.

Expected Result:

The values in all fields should be aligned to the left side.

Additional frame around "+" button

Severity:

Trivial

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address that you can access.
  3. Log in to the account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Click on the “Data” button.
  13. Click on the “Relationship Contact” button.
  14. Click on the “Data” button.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Microsoft Edge v.124.0.2478.67

Actual Result:

There’s an extra frame around the “+” button.

Expected Result:

There should be no extra frame around the “+” button.

Additional frame around + button

Missing spaces between selection and field names

Severity:

Trivial

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address you can access.
  3. Log in to the account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Scroll down to the Security section.
  13. Click the “Add” button.
  14. Click on the “Build a New Role” section.
  15. Click on the “Continue” button.
  16. Fill in the “Name” field.
  17. Click on the “Continue” button.
  18. Click on the “Continue” button again.
  19. Click on the “Edit” button.
  20. Scroll down the page.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

There are no spaces between the fields of the selection and the names of the fields.

Expected Result:

There should be spaces between the fields of the selection and the names of the fields.

Missing spaces between selection and field names

"Create new stage" pop-up exceeds screen bounds and lacks scrolling

Severity:

Trivial

Precondition:
  1. Go to the main page at https://www.servicenow.com/.
  2. Register for an account using an email address that you can access.
  3. Log in to the account.
Steps to Reproduce:
  1. Click on the “Platform” button.
  2. Click on the “Application Development” button.
  3. Click on the “View Product” button.
  4. Click on the “Build Instance” button.
  5. Click on the “Start Building” button.
  6. Click on the “Templates” button.
  7. Click on the “Team Contacts App Template” button.
  8. Click on the “Use Template” button.
  9. Fill in the “Name” field.
  10. Click on the “Continue” button.
  11. Click on the “Go to App Home” button.
  12. Click on the “More” button.
  13. Click on the “Logic and Automation” button.
  14. Click on “Notify Contact Reminder.”
  15. Click on the “Flows” button.
  16. Click on the plus (+) icon.
  17. Click on the “Stage” button.
  18. Click on the plus (+) icon.
Environment:

Windows 10 Pro
Chrome v.124.0.6367.91, Firefox v.125.0.3, Microsoft Edge v.124.0.2478.67

Actual Result:

The “Create New Stage” pop-up does not fit completely and does not scroll.

Expected Result:

The “Create New Stage” pop-up should fit completely on the screen.

Create new stage pop-up exceeds screen bounds and lacks scrolling
During testing, I found 12 bugs that could affect user experience and platform functionality. To ensure ServiceNow runs smoothly, I'd suggest using tools like Selenium and LoadRunner to speed up the process and catch problems before they become a bigger issue.
Iryna, QA engineer

Iryna, QA engineer

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