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ServiceNow has identified a defect due to which customizations made to the External User Registration portal page (csp_registration) are lost and the page is reset to the out of the box version. The ‘csp_registration’ page is part of the ‘Consumer Service Portal’ plugin and is used by users to register as a consumer in the Consumer Portal (/csp). On upgrading from a lower version to Tokyo Patch 9 Hot Fix 2a, Tokyo Patch 10 or above, Utah Patch 4 or above, customisations made on the csp_registration portal page are lost and the page is reset to the out of the box version. In some cases, parts of 'csp_registration' page's meta data also can be lost. Any references to the out-of-the-box (OOB) registration widgets - ‘Registration request’ or ‘Registration content’ can also be lost (from csp_registration page or any other custom page) upon upgrade and need to be added back manually after the upgrade. Steps to Reproduce 1. Make customisations on csp_registration page in any instance lower than Utah Patch 4 or Tokyo Patch 10 or Tokyo Patch 9 Hot Fix 2a. 2. Upgrade to either Tokyo Patch 9 Hot Fix 2a, Tokyo Patch 10 or above , Utah Patch 4 or above. Notice that the customisations done on csp_registration page will be removed and the page will revert to the out of the box version. Note : If only some of the page contents are customized, then this issue will occur. But if the customizations are done on all of the page layout records (i.e sp_page, sp_container, sp_row, sp_column records within the csp_registration page), this issue will not be seen. To identify whether this issue impacts you – Open the csp_registration page record on the instance (/sp_page.do?sys_id=6c97c5aac3221200e127d02422d3aee5).If you have done any customizations on this page previously, please check if they are still present, or if they have been removed. Check sys_audit_delete table to see if any records in the tables below were deleted during the upgrade to an affected version. sp_page sp_container sp_row sp_column sp_instance Refer to the screenshot below for the query:
ServiceNow is actively working on providing a permanent fix for this issue. In the meanwhile, below workaround options are to be applied accordingly. Scenario A : Instance is not on an affected version. Consider one of the below options before upgrade: Clone the csp_registration page and deactivate the OOB page before the next upgrade to an affected version. If clone needs to have the same page name, please rename both pages accordingly. If the existing OOB registration widgets ‘Registration request’ or ‘Registration content’ are being used without any customizations in the page, then references to them will be lost from the page, and need to be added back manually after the upgrade. If the same page record is required, then manually make a customisation to the sp_page, sp_container, sp_row, sp_column records within the csp_registration page layout, so that the whole page layout is customized and thus will be untouched during an upgrade. Please verify that corresponding records are created in the Customer Update [sys_update_xml] table for the customizations made to all the records within the csp_registration page layout. Scenario B: Instance is already upgraded to an affected version -i.e instance is on either Tokyo Patch 9 Hot Fix 2a, Tokyo Patch 10 or above, Utah Patch 4 or above. Check for the deleted files in sys_audit_delete and perform ‘undelete’ on those records. This will bring back the deleted customizations. To do this, please check if any records in the tables below were deleted during the upgrade and check if they are from the csp_registration page; Refer to the sample query below: sp_page sp_container sp_row sp_column sp_instance Note: Some records might already be present in the instance, so they might fail to undelete. 2. If you have the update set using which the customizations were done, please apply them again. Since the page is reverted to the out of the box version, there should not be any conflicts. If you’re using ‘Registration request’ and ‘Registration content’ OOB widgets at a different location in the page or a custom page, then you might have to add them back manually to the page. Note : You might face the same issue again when you upgrade to a newer patch which doesn’t have the fix yet, therefore please consider the below recommendations: Clone the csp_registration page and deactivate the OOB page before the next upgrade to an affected version. If clone needs to have the same page name, please rename both pages accordingly. If the existing OOB registration widgets ‘Registration request’ or ‘Registration content’ are being used without any customizations in the page, then references to them will be lost from the page, and need to be added back manually after the upgrade. If the same page record is required, then manually make a customisation to the sp_page, sp_container, sp_row, sp_column records within the csp_registration page layout, so that the whole page layout is customized and thus will be untouched during an upgrade. Please verify that corresponding records are created in the Customer Update [sys_update_xml] table for the customizations made to all the records within the csp_registration page layout. 3. Rolling back the upgrade is also an option. This will bring back the customizations. Rollback option is only possible for patch upgrade within the same release, and not across releases. Please refer to product documentation.
PRB1686180
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