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Maintenance Release – January 2021
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Automation | Administrators and Analysts | Automation action fails if the ticket field contains double-quote (") |
Maintenance Release – December 2020
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets | All Users | Error while converting service request to incident and incident to service request | ISM-11474 |
| On "Auto Assign across Process Flows" action, related workflow actions are not being displayed in action button | ISM-11469 | ||
| Unable to approve the ticket even after an email update with the text "Approved" is sent to ISM | ISM-11254 | ||
| Ticket Details | All Users | Unable to search or relate the closed tickets through related search. | ISM-11436 |
| Unable to load the hierarchical Tree Attribute in Auto Assignment Rule field | ISM-11329 | ||
| Tenant Provisioning | Administrators | Provisioning and de-provisioning failing in CSM3 | ISM-11424 |
| Advanced Ticket Center | Administrators, Analysts | Unable to export the unprocessed Rows in Bulk import | ISM-11423 |
| SLA | Administrators | Unable to configure more than 200 matching conditions for Service Level Target | ISM-11418 |
| Performance | All Users | Intermittent Performance issue on CSM3 Production | ISM-11379 |
| Intermittent access issues with NimsoftServiceDesk direct URL on CSMSTAGING | |||
| Advanced Reporting | Administrators, Analysts | Getting negative values for measured_metric_value field in vsla_agreement_compliance table | ISM-11378 |
| Ticket Assignment | Administrators, Analysts | Unable to delete HT attribute using Bulk process for 40191 (Brasanitas) | ISM-11358 |
| Unable to update Manager Name to Contact through Bulk process data when the Name is in Chinese Language | ISM-11324 | ||
| User Administration | Administrators, Analysts | Groups not visible under user records | ISM-11339 |
| Dashboard | Administrators, Analysts | Repeated Login requests during Dashboard drill-down process | ISM-11247 |
| Web Service Request | Administrators | SOAP web service operation fails in ISM | ISM-11096 |
| Popup for outstanding items | All Users | "Outstanding Items" pop-up does not appear while login is via SSO | ISM-11006 |
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
Advanced Ticket Center | Administrators and Analysts | CSV export from Advanced Ticket Center has broken lines | ISM-10808 |
| Advanced Ticket Center does not load correctly unless the view is changed | ISM-10639 | ||
| CSM2: Views defaults back to Descending Sort Order after page refresh | ISM-10684 | ||
| No columns available for selection in 'Columns for Display' list | ISM-10800 | ||
| On Advanced Ticket Center | My Tickets Tab | Print to CSV | Multiple empty lines are replaced with multiple spaces instead of single space | ISM-10849 | ||
| Ticket Assignment | Analysts | CSM3 Production : Intermittent error occurs while creating or closing the tickets. | ISM-437 |
| All Users | Loading issue with 'Assign to Group' during Bulk Action (if Org based security is enabled) | ISM-10642 | |
Advanced Reporting | Administrators and Analysts | On Advanced Reports→Dashboard, unable to filter date fields using Month or Quarter filter values. | ISM-10380 |
Approval Request | Administrators and Analysts | Issue with Ticket approval or rejection via email | ISM-10635 |
Flint Integration | Administrators and Analysts | The Flint integration does not trigger automation as part of the ‘on approval’ action in a process workflow. | ISM-10828 |
The Flint integration does not handle newline characters in text field. | ISM-10857 | ||
Flint Integration generates a blank link if an error is encountered in automation trigger. | ISM-10858 | ||
KB article | Administrators and Analysts | Unable to update the KB article via REST API call. | ISM-10715 |
Ad Sync | Administrators | Issue with user data sync from AD to ISM using AD Sync utility | ISM-10627 |
| Standard Reports | All Users | Surveys graphics in standard report is not working | ISM-10681 |
Tickets | All Users | On "Auto Assign across Process Flows" action, related work flow actions are not being displayed in action button | ISM-9992 |
Emails without subject should be Blocked | ISM-10606 | ||
| Ticket created date and closed date in outstanding items for service feedback are incorrect | ISM-10696 | ||
| SLA | All Users | Multiple SLA email notifications are going out for the tickets on certain conditions | ISM-10682 |
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Advanced Ticket Center | Administrators and Analysts | Advanced Ticket Center and Global Ticket Search Issues | ISM-10633 |
| Ticket Assignment | Analysts | Assignment of ticket to other groups if Group based security is enabled | ISM-10728 |
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Web Service Request | Administrators | SOAP Call: Unable to load cost center approver without Contact ID | ISM-10470 |
| SLA | Administrators and Analysts | SLA status does not update after first action on the ticket. | ISM-10462 |
| Ticket Details | Administrators and Analysts | After Ruby release, the saved custom attribute in the ticket is getting disappeared. | ISM-10365 |
| Ticket Details | Administrators and Analysts | Actions workflow does not load when opening a ticket by Short URL link. | ISM-10342 |
| Ticket Details | Administrators and Analysts | The Tickets are marked as missed SLA even though the SLA is MET. | ISM-10330 |
| Conditional Group Attribute | Administrators and Analysts | Deleting parent question in Conditional Group Attribute breaks the subsequent questions. | ISM-10269 |
| Web Service Request | Administrators | SOAP request is assigning ticket to primary group of contact id instead of mentioned group. | ISM-10152 |
| Ticket Details | Administrator and Analysts | Unable to trigger correct PWF when we selected "Auto Assign across Process Flows" | ISM-9983 |
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Global Search | Analysts and Administrators | Multiple ticket search is partially working. For example, if you specify the ticket Id as 200-110,111,113 does not display data accordingly. | ISM-597 |
| Global Search | Analysts and Administrators | Global search yielding multiple results | ISM-595 |
| Advanced Ticket Center | Administrators and Analysts | Ability to exclude closed tickets from colored filters | ISM-9791 |
| Feedback Survey | All Users | Link to the ticket from the surveys (Feedback) fails when the profile is in Spanish | ISM-9767 |
| Ticket Center- Export | All Users | Excel file having special characters cannot be downloaded in proper format in Microsoft Edge. | ISM-586 |
| Advanced Ticket Center | Analysts | Date custom attributes are being showed as EPOCH for non-English languages | ISM-515 |
| Ticket Center- Export | All Users | CSV export of related tickets is not exporting all data | ISM-402 |
| Users | Administrator | When using action button to edit properties of a user record in Users page, tab-bar does not show up. This works fine if you double-click to open a user record. | ISM-473 |
| Advanced Ticket Center | Analysts | All the categories are not being displayed in Advanced Ticket Center Grid> Categorization. | ISM-590 |
| Standard Report | SSU | SSU unable to select organization in the Standard report when the SSU is related to a child organization. | ISM-9853 |
| Ticket Center- Export | All Users | Print Ticket is not showing all activity log entries for Audit History. | ISM-366 |
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Ticket Center | All Users | Multiple ticket search in Global Search is partially working. | ISM-597 |
| Ticket Center | All Users | Searching for a specific ticket shows multiple results. | ISM-9813 |
| SLA | All Users | When SLA Warning is triggered, reminders are sent even after SLA is modified. | ISM-352 |
Maintenance Hotfixes - February 2019
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Web Service Request | Analysts and Administrators | SLA targets were getting applied on some tickets while not on a few other similar tickets. | ISM-498 |
| Rest API | Administrators | Intermittent behavior in connection was observed while making a REST API call. | ISM-538 |
| Advanced Ticket Center | Analysts | The ticket count in the ticket center differs from the ticket count in Advanced Ticket Center. | ISM-548 |
| Ticket Center | Administrators | An issue occurred while passing all custom attributes in ISM to SDM. | ISM-575 |
| Global Search | All Users | After Pearl upgrade, Global Search was not showing all results as before with Custom field search. | ISM-580 |
Pearl Release - February 2019
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Advanced Reports | Analysts and Administrators | Search reports in "Advanced Reports" does not display the correct list of reports using filters, as the Search was included in both report name or description | DE7864 |
| SLA | All Users | Ticket link in SLA emails for SSO enabled slice was returning an error message (SSO authentication) | DE7899 |
| ISM Mobile App | Year field was not visible properly for a Date field in a ticket in the Chinese locale of the Android App of ISM | DE7967 | |
| ISM mobile App | All Users | Launching ticket link using Slack or MS Teams bot via mobile app opened a pop-up window to choose options such as ISM Mobile App. Upon selecting the option did not allow logging into the ISM mobile app. | DE7985 |
| Ticket Center/My Account | All Users | The user was not able to see options under the Actions button when the initiation page was My Account, for certain browsers | DE8010 |
| ISM Mobile App/Catalog Item | All Users | Tickets opened through the Mobile App were not applying all the data configured in the service catalog item mainly the Autoroute. | DE8025 |
| Ticket Details | All Users | The translation was missing from the attachment section of the ticket for the Portuguese language. | DE8055 |
| Ticket Details | All Users | Cause and Resolution fields were not updated based on Approval or Rejection for the service request type tickets | DE8091 |
| Ticket Center | All Analysts | Closed tickets were displayed even DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER is set to 0. | DE8173 |
Maintenance Hotfixes - December 2018
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| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Knowledge Management | All Users | While creating a knowledge article, the 'Expires On' field did not save the article creation time (Hours/Minutes). | DE5782 |
| Ticket Details | All Users | Drag and drop feature for the attachments did not function when a ticket is opened using REPORTS> Ad hoc Report. | DE5802 |
| Ticket Details | Analysts and Administrators | While using the 'Add to knowledgebase' option from the Action menu, for a ticket, an article used to be created with empty Symptom, Cause, and Resolution. This issue occurred even if the value was specified in the corresponding tickets. | DE5804 |
| User Management | Administrators | The 'Deactivate User' option in the Users workspace (MANAGE> Tools> Users) didn't function if a License Type was not associated with the user. | DE5810 |
| Ticket Center | All Users | The 'Affected Service' field used to disappear when the field was populated with the same value as the parent ticket. | DE5719 |
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| Areas of Impact | Impacted Users | Description | ServiceAide Defect ID |
|---|---|---|---|
| Ticket Details | All Users | While updating worklog in the Ticket Center, the page-down option in the text box did not function well. | DE5392 |
| Ticket Center | Analysts and Administrators | If an approver was not associated with the ticket, automatic approval using workflow action was not functioning. | DE5513 |
| Ticket Details | Analysts and Administrators | Date and Time fields in the Additional Information section in the Ticket Center stored 'Blank' value in the backend. | DE5419 |
| Service Catalog | All Users | Field value in the Affected Service field in the Service Catalog was truncated. | DE5602 |
| Ticket Details | Analysts and Administrators | Custom Attribute Name was truncated incorrectly on the Ticket Details. | DE5663 |
| Ticket Details | Analysts and Administrators | Worklog date was not displayed in the Activity History section in the Ticket Details workspace. | DE5693 |
| Application | Administrators | Integration between CSM and Rightnow stopped after Oracle TLS upgrade. | DE5584 |
| KB article | All Users | An issue related to the data alignment for searching KB article is now resolved. | DE5551 |
| Ticket | Administrators | AutoClose was not respecting user ticket update. | DE5589 |
| Web services | Administrators | The SearchAllTickets function in the Ticket WSDL using Web services did not filter data based on the Assigned_User_name attribute. | DE5672 |
| Ticket Details | Analysts and Administrators | Custom attributes of the type hierarchical tree did not function for self-service users. | DE5699 |
| Ticket Details | Analysts and Administrators | Clear button for the custom attribute of the type hierarchical tree was not working in the Additional Information section. | DE5726 |
| Application | All Users | Application displayed empty content when language was changed to Deutsch (Deutschland). | DE5714 |
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| Areas of Impact | Impacted Users | Description | ServiceAide Defect ID |
|---|---|---|---|
| Advanced Reporting | Administrators and Analysts | Time zone mentioned against Data Refreshed in any Advance Report was of UTC instead of Brazil Time zone. | DE4471 |
| Ticket Center | Analysts | An error message was displayed when taking ownership of a ticket. | DE4875 |
| Advanced Reporting | Administrators and Analysts | Dashboard time did not match with Report time. | DE5192 |
| Tickets | Analysts and Administrators | Tickets were getting violated incorrectly. | DE5203 |
| Tickets | All Users | CCTI Text search was not working properly in Portuguese language in the Ticket Details page. | DE5296 |
| Tickets | All Users | CSM was not handling email extensions and special characters in the Activity History, in Ticket Details. | DE5323 |
| Ad hoc Reports | Administrators | While executing Ad hoc report, an error message was displayed as "An unexpected error occurred while processing the requested operation". | DE5350 |
| Application | All Users | After rolling out the new themes, users were unable to access the application using internet explorer. | DE5375 |
| Workflow Actions | All Users | Using a single quote in workflow actions didn't display the names in the workflow correctly. | DE5384 |
| Approval Request | Administrators and Analysts | In the case of contextual approvers, the approval requests are sent to the Inactive users. | DE5385 |
| Ticket Center | All Users | CSV exporting did not work for non-English number format. | DE5386 |
| Service Center | Self Service Users | Self-Service users were unable to use the 'Copy to New' workflow. | DE5398 |
| Bulk Upload Process | Administrators | A defect related to the bulk upload is fixed. If the license type was not specified in the Contact Persons' worksheet in the XLS/XML template, bulk upload doesn't run successfully during an update. | DE5402 |
| Web services | Analysts | There was no restriction on retrieving the data using SQL Executor via Web services. When executing a query, the number of records which are returned will be restricted to 5000. | DE5424 |
| Ticket workspace | Administrators and Analysts | An Issue related to the workflow action in the special function Assign to Group is fixed. | DE5436 |
| Bulk Upload Process | Administrators | There was a reference to the organization, even after unrelating the asset from an organization was causing the org deletion to fail. Asset Audit table was having Deletion of organizations was not possible using the Bulk Upload process. | DE5440 |
| ADSync | Administrators | ADSync Utility failed to create or update users. | DE5449 |
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| Areas of Impact | Impacted Users | Description | ServiceAide Defect ID |
|---|---|---|---|
| Configuration Parameter | Self Service Users | The SSU_MANDATORY_REQUEST_FIELDS_LIST configuration parameter did not function correctly. The Urgency field in the Ticket Center page did not appear as a mandatory field for the SSU user even if the Urgency check box is selected in the Configuration Parameter page. | DE5393 |
| Ticket Center | Analysts | When creating a child ticket, the Impact, Urgency, and Priority fields were not copied from the parent ticket to the child ticket. These fields can now be copied only if the codes of these fields specified in the Value Lists, are the same. If the codes are not even or doesn’t match, the value specified in the Configuration parameter page is considered. | US2341 |
| Web services | Analysts | There was no restriction on retrieving the data using SQL Executor via Web services. Now, when executing a query, the number of records which are returned will be restricted to 5000. | DE5424 |
| SLA | Analysts | The SLA engine used to process SLAs even if the ticket is in a resolved/closed status and used to check if new targets are applicable. Applying any new SLA compliance record is now restricted if the ticket is resolved or closed. | DE5203 |
Jasmine Maintenance Hotfixes
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