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Carpathian- February 2024
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Bulk process data | Analyst, Administrator | Issue to download template from bulk process data | ISM-12943 |
Ticket Center | Analyst | Few common ticket actions are not appearing on the tickets | ISM-12934 |
User Administration | Administrator | Username field is getting blank when the user is made Active from Inactive status | ISM-12909 |
REST API | Self Service User | Unable to add comment while approving the ticket via REST API | ISM-12903 |
User Administration | Administrator | User's Manager selection allows inactive users also | ISM-12901 |
Advance Ticket Center | Self Service User | ATC shows incorrect results only for SSU | ISM-12890 |
Ticket Center | Analyst | Communication is not sent from the ticket if the Communication template has the placeholder for the last worklog. | ISM-12883 |
Ticket Center | Analyst | Able to drag and drop files in the attachment session for closed tickets. The system is configured to not allow reopening the ticket once closed. | ISM-12868 |
Webhook | Analyst | Webhook Issue with cascade approval in ISM process workflow | ISM-12866 |
REST API | Analyst | Error getting data from field LastWorklog via the ODATA API | ISM-12863 |
Advanced Ticket Center | Analyst, Administrator | Filter is not working for few tickets in Advanced Ticket Center | ISM-12849 |
Request Catalog | Analyst | Request Catalog page not loading | ISM-12837 |
AD Sync | Administrator | Issues with ADSync | ISM-12834 |
Change Management | SSU | User is not able to open their own change request when it is in the approval phase. The application freezes. | ISM-12831 |
REST API | SSU | Webservice operation associated with approval action not triggering when ticket is approved through incoming email | ISM-12823 |
REST API | Analyst | getTaskTicket operation to have parent ticket identifer | ISM-12816 |
Ticket Center | SSU | Feedback not being sent to users for 40207 | ISM-12791 |
Ticket Center | Analyst | Additional approvers appearing in the list with partial match of phase text | ISM-12784 |
Webhook | Analyst | Webhook is failing for 40284 | ISM-12774 |
Service Catalog | Administrator | Unable to classify the Service catalog with Service Owner role for 40271 | ISM-12738 |
Orgs | Administrator | Account Manager field goes blank after any update | ISM-12723 |
REST API | Analyst | Error getting data from a specific ticket via the ODATA API for 40288 | ISM-12721 |
Ticket Center | Analyst | "Resolve Using" text box isn't inactive after saving ticket | ISM-12712 |
Localization | All Users | Request to fix Portuguese translations in all slices | ISM-12697 |
REST API | Analyst | Rest API calls are open closed tickets and assign tickets to Inactive groups | ISM-12685 |
Homepage | All Users | Intermittent issue with the links under the LEARN Menu section | ISM-12681 |
Ticket Center | All Users | Approval decision counter not working with Non-English profiles | ISM-12648 |
Ticket Center | Analyst | Mandatory parameter for worklog working only on the first worklog on a ticket | ISM-12613 |
Ticket Center | All Users | Attachment Webhook failing after Kruger release for 40224 | ISM-12601 |
Ticket Center | All Users | Reminder approvals notification are not going for SRQ | ISM-12592 |
Advanced Ticket Center | SSU | ATC search getting results from all tickets | ISM-12568 |
Ticket Center | All Users | Group name not appearing when approvers are added through related CI | ISM-12479 |
Patch - October 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Request Catalog | All Users | The Request Catalog page is not loading | ISM-12837 |
Ticket center | All Users | Feedback is not being sent to users with a specific feedback schedule | ISM-12791 |
Administrators, Analysts | Approval decision counter not working with Non-English profiles | ISM-12648 | |
Administrators, Analysts | Mandatory parameter 'Client Viewable' for worklog is working only on the first worklog on a ticket | ISM-12613 | |
Organizations | Administrators | Field "Account Manager" on Organization goes blank after any update | ISM-12723 |
Patch - June 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Ticket center | All Users | The user is unable to take any actions on some of the assigned tickets. Due to a run time error, the tickets are getting locked. | ISM-12667 |
Security Policy | All Users | Permissive HTTP Strict Transport Security Policy Detected | ISM-12690 |
Patch - May 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Ticket center | All Users | Webhook issue: The rimini attachment integration is unable to send an attachment. | ISM-12601 |
The mandatory parameter 'Client Viewable' for worklog is prompted only on the first worklog on a ticket | ISM-12613 | ||
Vulnerability Issue | All Users | Vulnerability of the Couch db 1.5.1 and Active MQ 5.9.0 in the installation of Asset Discovery Connector | ISM-12628 |
All Users | Vulnerability issues identified during test. Upgrade moment.js version to safer version v2.19.3 | ISM-12643 | |
Process Workflow | Administrators, Analysts | Entry Criteria on workflow load the first 100 entries | ISM-12638 |
Advanced Ticket Center | Administrators, Analysts | Role-based view for Change Request not working correctly | ISM-12623 |
Patch - April 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
ISM Mobile App | All Users | Unable to login to mobile app after updating Luma integration parameters | ISM-12565 |
Advance Ticket Center | All Users | Ticket Search in Advance Ticket Center does not honor filters applied. Search returns results from all tickets | ISM-12568 |
Search in the Advanced Ticket Center is not working for Self-Service users | ISM-12588 | ||
Issue with Reminder approvals notification for Service Request | ISM-12592 | ||
Asset Discovery | Administrators, Analysts | Security vulnerabilities reported in asset discovery connector | ISM-12600 |
Patch - March 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
ISM Mobile App | All Users | Unable to login to mobile app after updating Luma integration parameters | ISM-12565 |
Advance Ticket Center | All Users | Ticket Search in Advance Ticket Center does not honor filters applied. Search returns results from all tickets | ISM-12568 |
Kruger- February 2023
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Webhook | Administrators, Analysts | Error in webhook when there is a line break in worklog | ISM-12530 |
Ticket Center | All Users | Users receive multiple emails with the same message | ISM-12527 |
The Group name is not appearing for the approvers added through CI associated group. | ISM-12479 | ||
Administrators, Analysts | The alternate label is not working as intended for the Asset Center default role-based view. | ISM-12411 | |
Inactive Tasks visible in Create Task from Catalog Item in Ticket Actions | ISM-12338 | ||
Approver type search in Approval section not working correctly | ISM-12335 | ||
Analyst | Unable to associate a Knowledge article with a ticket | ISM-12261 | |
Advanced Ticket Centre | Administrators, Analysts | Unable to export custom attribute data in Advanced Ticket Center with '/'(Slash) in the custom attributes name | ISM-12526 |
Unable to import CI Data using bulk upload. | ISM-12508 | ||
The ticket search bar in Advanced Ticket Center is not fetching results correctly or is not updated. | ISM-12398 | ||
Translation | All Users | Translation Issue: The 'Outstanding Item' popup message is not translated into the Portuguese language. | ISM-12482 |
Service Request | Administrators, Analysts | An inactive 'Task Service Catalog' is visible in 'Create Task' using Catalog Item. | ISM-12481 |
SLA | Administrators | Error while saving SLA: Unable to save SLA For Target for Newly Provisioned ISM Slice | ISM-12475 |
Process Workflow | Administrators, Analysts | Incorrect Ticket closure. The ticket is auto-closed as per the Process workflow configuration, even though there is an Inbound Email Action on the ticket, which changes the status to Queued. | ISM-12454 |
Unable to publish process workflow with approval steps configured | ISM-12416 | ||
In process workflow, Steps can be deleted without confirmation. When the 'Delete' button on the keyboard is used, the step is deleted even if the user cancels the action or responds 'No' to the prompt. | ISM-12385 | ||
When editing a 'Submit for approval' action, Set field values are lost | ISM-12381 | ||
When Exporting Assignment Rules to a .csv, the file shows empty fields for individual assignments and shows the group name. | ISM-12371 | ||
Web Service Operation is not triggering as part of the workflow with "Auto Route with Workflow Action" action and 'Received in Mailbox' as entry criteria. | .ISM-11490 | ||
Advanced Ticket Centre | All Users | Elastic search issue: Advanced Ticket Center and Global search are not working due to the Elastic Search Outage | ISM-12445 |
Webhook | Administrators, Analysts | Webhook call fails when there is a space in the file name of an attachment. | ISM-12415 |
Catalog | Administrators, Analysts | Unable to save Catalog Family with an ampersand. The system throws an Internal Error. | ISM-12401 |
Application | All Users | Security Vulnerabilities fixed on newly deployed on-premise ISM Environment. | ISM-12382 |
Project Center | Administrators | Project Center doesn't load with Cetacean Blue Theme. | ISM-12377 |
Contacts | Administrators | The Approval phrase is not populated with correct values when setting for the approver. | ISM-12337 |
Adhoc report | Administrators | Adhoc report(Pentaho) schedule is not consistent for 10086 | ISM-12312 |
Asset Discovery | Administrators | Installing the Asset Discovery Connector throws a Licensing Error | ISM-12283 |
Dashboard | Administrators, Analysts | Incidents / Service Requests Dashboard throws ESDEDB0002 error. When a user views details of any chart available on the REPORTS >> Dashboards >> Incidents / Service Requests Dashboard, system throws error. | ISM-12254 |
Mobile App | All Users | System allows creation of tickets from Inactive Service Catalogs through Mobile App | ISM-11719 |
Patch - October 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Vulnerabilities Issues | All Users | Security Vulnerabilities reported on newly deployed on-premise ISM Environment. | ISM-12382 |
Patch - August 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Ticket Center | All Users | The recipient doesn't receive email from ISM due to 2 dots in the attachment name | ISM-12309 |
Ticket Center | All Users | All approval phases appear instead of selected value for approver in Configuration Item | ISM-12337 |
Patch - July 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Ticket Center | All Users | Unable to add multiple attachments to ticket from email | ISM-12322 |
Patch - June 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Ticket Center | All Users | Outbound emails are not working when the customer is using their relay server | ISM-12196 |
Patch - May 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Single Sign-On (SSO) | Administrators, Analysts | Request the creation of a color theme | ISM-12232 |
SLA | Administrators | Unable to create new SLA Target post new release | ISM-12255 |
Ticket Center | All Users | Ticket getting created even though allow anonymous configuration parameter is set to No | ISM-12224 |
Zircom - April 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Standard Reports | Administrators, Analysts | Issue with accessing Standard Reports "Average service delivery performance" and "Average service delivery performance by organization". When accessed, reports do not open. | ISM-12163 |
Advanced Reports | Administrators, Analysts | Issue with report 'Tickets com ultimo log'. Users are unable to see data in the report for any tickets. | ISM-12172 |
Advanced Ticket Centre | All Users | On Advanced Ticket Center, Self Service users are able to see tickets from all organizations. | ISM-12171 |
Process Workflow | Administrators, Analysts | Issue with Process workflows. Users are unable to Discard and Checkout Process Workflow | ISM-12177 |
When a task ticket is created through a process workflow, custom attributes values are not getting populated on the task tickets. | ISM-12157 | ||
On execution of process workflow with "Received In Mailbox" entry criteria, Web service operation is not getting triggered. | ISM-11490 | ||
The system throws an error when a workflow action is executed on a ticket | ISM-11865 | ||
Ticket Center | Analysts | SLA not getting applied on a few tickets | ISM-12030 |
Ticket assignment notification going to the incorrect group | ISM-12048 | ||
Users are unable to take ownership of any of the tickets | ISM-12044 | ||
Ticket Center | All Users | The Global Search doesn't work for Chinese keywords. The search works in classic mode | ISM-12059 |
The short ticket URL for the task ticket is not working | ISM-12147 | ||
Scheduled emails are not being sent on time when the user profile date and time format is set to Non-USA (dd/mm/yyyy) | ISM-12061 | ||
When a ticket is created using REST API with the custom attribute in matching condition, the Auto route is not being applied. | ISM-12117 | ||
Dashboard | Administrators, Analysts | Dashboard(Beta) throws an error | ISM-12155 |
Single Sign-On (SSO) | Administrators, Analysts | SSO URL for outstanding items is not redirecting correctly. Instead of the outstanding items page, it is getting redirected to the ticket center. | ISM-12074 |
Contacts | Administrators | Administrators are not able to set the "Notification Mechanism" option for Non-English profiles | ISM-12060 |
Unable to Disable Service Feedback for non-English users | ISM-12021 | ||
Calenders | Administrators | On Change Calendar, the scroll is not working intermittently | ISM-12051 |
Service Catalog | Administrators, Analysts | Error in translation: Label Service Catalog is incorrectly translated. | ISM-12080 |
Patch- January 2022
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Service Catalog | All Users | Issue with Automatically filled fields. The Custom attribute value is not copied from Parent Ticket to Task ticket when using workflow action configured in the Process workflow | ISM-12096 |
Xanthite - September 2021
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Advanced Ticket Center | Administrators, Analysts | Error while loading Views at Advanced Ticket Center | ISM-11987 |
Unable to sort the view using the "Urgency" column | ISM-11929 | ||
Service Catalog | All Users | Issue with Custom Attribute list in Conditional Attribute Groups. On Service Catalog, few Custom Attributes do not appear in Conditional Attribute Groups | ISM-11926 |
Approval Notifications | All Users | Inaccurate Approval Notifications. Outstanding Approval Notifications are sent for Closed tickets and inactive users | ISM-11898 |
Configuration Management | Administrators, Analysts | On configuration Management → CONTACTS AND GROUPS, the Approval Phase list does not load with complete information. | ISM-11869 |
Ticket Center | Analysts | Error while executing a Workflow action on a Ticket | ISM-11865 |
Web Service Operation | Administrators, Analysts | When executing a Workflow Action with "Received In Mailbox" input criteria, the web service operation is not executed. | ISM-11490 |
Feedback Survey | All Users | Customer is able to see duplicate Survey response for a particular survey | ISM-11958 |
Maintenance - April 2021
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Workflow Designer | Administrators and Analysts | Unable to edit assignment rules of HT attributes in process flows | ISM-11629 |
Unable to find a user in User Field on Process Workflow → Test Workflow→ Assign Tab. | ISM-11827 | ||
On Exporting Assignment rules for specific process workflows, the generated export file name is incorrect | ISM-11828 | ||
Ticket Center | All Users | Download all attachments functionality not working on the Staging environment | ISM-11817 |
On execution of a Workflow Action, the Custom attribute value is not copied from Parent Ticket to Task ticket. | ISM-11839 | ||
Advanced Ticket center | Administrators, Analysts | 'Urgency' Field is not available in 'Column to Display in Advance' in the Advanced Ticket center | ISM-11843 |
Wishbone – February 2021
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Rest API | Administrators and Analysts | Unable to Run the API calls with API user when Group based security is enabled | ISM-11755 |
Rest API | Administrators and Analysts | Request for API call to Relate Project to a Ticket | ISM-11730 |
Ticket Center | Administrators and Analysts | Error while taking Action after relating Project to a Ticket | ISM-11735 |
Automation Actions | All Users | ISM Automation workflow action fails if the ticket field contains special character double-quote (") | ISM-11749 |
Tickets | All Users | CREA SP - Performance issue on ISM and CSM3 environments | ISM-11692 |
Maintenance Release – January 2021
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Automation Actions | Administrators and Analysts | Automation action fails if the ticket field contains double-quote (") | ISM-11749 |
Maintenance Release – December 2020
...
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 |
...
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 |
...
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 |
...
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 |
...
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 |
...
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
...
Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
---|---|---|---|
Application | All Users | Improve the performance of localization search | US2653 |
Application | All Users | DateTime custom attribute stores 'Blank' value and not NULL value in the backend | DE5419 |
All Users | SUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING would treat terms with hyphen (-) as separate words and incorrectly handle emails | DE5769 | |
Ticket Center | All Users | Save & Exit on a ticket does not refresh Ticket Center | DE5803 |
Tickets | All Users | Auto close is not working for all tickets | DE5927 |
User Management | All Users | The end user has permission but cannot change record | DE6062 |
Web Services | Administrators | An issue occurred while creating Knowledge Articles through web service API | DE6090 |
Workflow Actions | Analysts | Improve performance on showing the list of workflow actions for analyst | US2565 |
...
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 |
Lantern - February 2018
The Lantern release of Cloud Service Management (CSM) contains these fixes:
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 DE5693 |
Application | Administrators | Integration between CSM and Rightnow stopped after Oracle TLS upgrade. | DE5584 DE5584 |
KB article | All Users | An issue related to the data alignment for searching KB article is now resolved. | DE5551 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 DE5672 |
Ticket Details | Analysts and Administrators | Custom attributes of the type hierarchical tree did not function for self-service users. | DE5699 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 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 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 Applying any new SLA compliance record is now restricted if the ticket is resolved or closed. | DE5203 |
Jasmine Maintenance Hotfixes
Areas of Impact | Impacted Users | Description | ServiceAide Defect ID |
---|---|---|---|
Bulk Process Data | Administrators | A defect related to the bulk upload is fixed. If the license type is not specified in the Contact Persons' worksheet in the XLS/XML template, bulk upload doesn't run successfully during the update. | DE5402 |
Ticket Center | Self-service Users | The self-service users were unable to save an incident/problem/change request ticket when using the 'Copy to New' option in the Ticket Center. | DE5398 |
Application | All Users | Fixed a security related issue with the preview window, in the HTML Editor. |
Jasmine - August 2017
The Jasmine release of Cloud Service Management (CSM) contains these fixes:
Areas of Impact | Impacted Users | Description | Reference | ServiceAide Defect ID |
---|---|---|---|---|
Advanced Reporting | All Users | Users were unable to export the advanced reporting dashboard. | 300-82 | DE5209 |
Ad hoc Reports | All Users | In the Ad hoc Reporting page, the options listed in the Columns for Display section were not sorted alphabetically. | 100-5346 | DE5239 |
Role-based Views | Administrators | While creating Default View for Change Request, modification to the field labeling failed. When an administrator attempted to relabel a field using the Alternate Label field in the Role Based Views page, the labeling failed to appear in the approval process as intended. | 100-4986 | DE5176 |
Communication Template | Administrators | For outbound notifications, the Message text box in the Communication Template page failed to incorporate texts with line breaks. | 300-120 | DE5225 |
Ticket Workspace | Administrators and Analysts | In the Service Request page, when you select Create Task from Catalog Item, the Tasks/Task Flows/Task Groups List window displays a list of tasks. In case of multiple tasks list, by selecting a task on the first page, when the user navigates to select another task from the second page, the selection on the first page was lost. | DE4913 | |
Application | All Users | When the user is idle for sometimes, there was a delay in the login display for time out, in the application. The Time Out display used to appear only after the user performs a certain action in the application. | 100-5388 | DE5272 |
Service Catalogue Configuration | Administrators | The Description field in the Change Request page, in Service Catalog, used to appear as a text field. The administrators were unable to enter information in detail. | DE4918 | |
Configuration Parameter | Administrators | The Administrators were unable to modify the value of MAX_ATTACHMENT_SIZE configuration parameter. | 100-5476 | DE5290 |
Advanced Reporting | All Users | Users were unable to export the advanced reporting dashboard. | DE4897 | |
New Service Catalog | Self-service Users | A self-service user was able to create incident tickets without using a catalog item. Now, the process is restricted. | DE4973 |
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Areas of Impact | Impacted Users | Description | Reference | ServiceAide Defect ID |
---|---|---|---|---|
Tickets | Administrators | Unable to delete an attribute in the Custom Ticket Attribute Template | 100-4956 | DE294475 |
Administration | All Users | Slice Refresh Is failing on slices with a large number of users | DE302713 | |
All Areas | All Users | Localization issues for Chinese language users | ||
Mobile | Analysts | Magic link authentication fails when the customer has URL defense in place | 100-5226 | DE298407 |
Web Services | Web Services Users | Issue related to field transformation and properties not being set properly by Incident Web Service | 100-5307 | DE300880 |
Ivory - June 2017
Areas of Impact | Impacted Users | Description | Reference | ServiceAide Defect ID |
---|---|---|---|---|
Action Menu | All Users | Action Menu Tooltip Truncated | 00665496 | DE274074 |
Action Menu | All Users | Action menu doesn't work until you scroll down to a certain part of the page | 00665488 | DE274110 |
ADSync | Administrators | Duplicate records created after AD sync due to a mix of static and variable attributes in mapping | 00647383 | DE278332 |
ADSync | Administrators | ADSync fails with the Organization Unit (OU) created with Chinese characters | DE289923 | |
Advanced Reporting | Administrators and Analysts | Percentage Calculation in Advance Report displays an incorrect value | 100-4661 | DE290147 |
Global Search | All Users | Delay in displaying results from Global Search (Elastic Search) that causes a message "No Results Found" to be displayed temporarily | 00622448 | DE263601 |
Global Search | Analysts and Self-Service users | Non-Administrator users receive an error when using Global Search (Elastic Search) with Organization Based Security turned on | DE270192 | |
Groups | Analysts | Send Mail triggering emails to a group even when it doesn't have notification permissions | 00651966 | DE270654 |
Knowledge Base Articles | Administrators and Analysts | Unable to delete attachments from a Knowledge Base Article | 00666442 | DE274069 |
Language Catalog | Administrators | The full catalog list is not shown in "Language Catalog" tab->Language Elements | 00654016 | DE270667 |
Outstanding Items | All Users | Portuguese language users unable to open tickets form the Outstanding Items Workspace | 00622197 | DE259089 |
Role Based Views | All Users | After removing the View and Edit options for Relate Tickets section from Role-based Views doesn't properly remove this functionality from all ticket screens | 00713064 | DE285312 |
Send Mail | Analysts | Sending Email with attachments using Send Mail can create empty email body with the body as an attachment | 300-47, 100-4776 | DE293684 |
Service Feedback | All Users | Users receiving a large number of Service Feedbacks (Surveys) all at once | 00640008 | DE269836 |
Tickets | Administrators | Custom Ticket Attribute templates not displaying in a list | 00660149 | DE272464 |
Tickets | Analysts | "Updated By" field on Ticket displaying incorrect support group | 00667350 | DE275951 |
Tickets | Analysts | "Updated By" field showing wrong information in the ticket summary section | DE287036 | |
Tickets | Analysts | Auto-close functionality working inconsistently | 00621355 | DE263619 |
User Profile | All Users | Wrong message displayed when password expires | 00683373 | DE278526 |
Users, Groups, Organizations | Administrators and Analysts | Available groups showing incorrectly when organization based security is turned on | 00627998 | DE267978 |
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Areas of Impact | Impacted Users | Description | Reference | Agile Central ID (For ServiceAide Use Only) |
---|---|---|---|---|
Action Menu | Administrator | Common ticket actions are not displayed properly in some browsers. | 00515322 | DE241355 |
Advanced Reporting | Administrator and Analyst | In Advanced Reporting, filters are not working for DateTime type custom fields. | 00494922 | DE206699 |
In Advanced Reporting, filters are not working for DateTime type custom fields. | 00494922 | DE206699 | ||
Communication | Administrator and Analyst | The Send To field in the communication template is adding search text to the email address. | 00358546 | DE158916 |
All Users | After Firefly upgrade, notifications are displaying garbage characters in Spanish when organization-based HTML template is enabled. | 00530684 | DE242534 | |
Configuration | Analyst | Unable to access the approval groups even after providing the permission using the navigation menu. | 00496522 | DE206514 |
Administrator | Unable to add worklogs using Web Service Calls with keywords such as location, tracert, and traceroute. | 00520951 | DE241876 | |
Unable to view the custom ticket attribute template list if the list has more than 100 templates. | 00515322 | DE238255 | ||
Language Catalog | Administrator | Searching Text in Language Catalog is Case Sensitive and searches the text that is in Key Field and not in the English Text Field. | 00595542 | DE246989 |
Process Workflow | Administrator and Analyst | Unable to view mandatory fields in the process workflow, if there are more than 20 support group configured in the Applicable groups field. | 00510764 | DE238072 |
Reports | Administrator and Analyst | While running standard reports, a gateway timeout error message when Trend Points is selected as parameter. | 00382508 | DE164913 |
Service Catalog | Administrator | Service catalog icons are not displayed while accessing through the SSO direct email address. | 00595378 | DE248253 |
Tickets | Administrator and Analyst | Unable to view a ticket that contains Hierarchical tree attribute. | 00460344 | DE203300 |
The group information of the user is not displayed properly in the summary of a ticket. | 00495147 | DE207073 | ||
After saving the ticket, the the ticket ID is not displayed if the communication template has the token ${assigned_to_individual_or_group}. | 00588369 | DE244808 | ||
In Portuguese, While viewing the contact from a ticket, the VIP flag is displaying blank even though the ticket shows that the user is VIP. | 00534028 | DE245107 | ||
Unable to open a ticket under users after searching for a user through Ticket Center, search. | 00599932 | DE248753 | ||
All Users | Pressing the Tab key is skipping custom fields of the Hierarchical Tree type. | 00600270 | DE248799 | |
Ticket Center | Administrator and Analyst | Ticket badges are not displaying the proper count of tickets. | 00581126 | DE244055 |
Firefly - October 2016
Areas of Impact | Impacted Users | Description | Reference | Agile Central ID (For ServiceAide Use Only) |
---|---|---|---|---|
Asset Management | Administrator and Analyst | Bulk upload of assets data is causing Application performance issues. | 00380865 | DE163191 |
Categorization | Administrator and Analyst | Filters are not working properly while searching for categories under Search CCTI. | 00462006 | DE200232 |
The confirmation message to inactivate a CCTI is not displayed. | 00477572 | DE203539 | ||
Communication Template | Administrator and Analyst | Unable to deliver emails to support group even after selecting the notifications option for a specific template. | 00414877 | DE171206 |
Outbound Communication | Administrator | Unable to deliver the notification to multiple users with the same name. | 00301137 | DE161593 |
Unable to send an email when the HTML template is configured as ON and is associated with the root organization. | 00374456 | DE165539 | ||
The email communication history is not updated with the user's locale. | 00309437 | DE186980 | ||
Administrator and Analyst | Unable to send emails to a group, when a user in the group configures out-of-office notification and notification type is Pager. | 00434264 | DE175597 | |
Process Workflow | Administrator | Resolved tickets are not closing automatically even after the Auto Close ticket option is configured in the Process Workflow. | 00369741 | DE161143 |
Unable to check out or copy a process workflow. | 00473508, 00375168 and 00432771 | DE202890, DE162285, and DE175241 | ||
Unable to add more than 25 matching conditions for a process workflow. | 00317987 | DE201575 | ||
Reports | Administrator and Analyst | Unable to generate the necessary report because the multiple select option on different pages is not working. | 70004727 and 00253393 | DE25704 and DE28718 |
Duplicate results are displayed for a ticket while viewing the feedback results. | 00368754 | DE161771 | ||
Unable to generate All Open & Closed Tickets report. | 00448851 | DE187002 | ||
Service Level Agreements | Administrator and Analyst | Renewed holidays from the previous year are not considered. | 00366783 | DE160371 |
Service Level Agreements and Tickets | Administrator and Analyst | Unable to apply SLA on a ticket that is created through email and the SLA target matching condition is Requested for VIP Flag. | 00436188 and 00452936 | DE176085 and DE200705 |
The SLA indicator is not displayed on tickets when the service level target threshold values are modified. | 00447611 | DE198415 | ||
Tickets | Self-Service User | An error is displayed when a Self-Service User saves a ticket that is open or locked by an agent. | 70007759 | DE23673 |
Administrator and Analyst | The ticket is not prompting for mandatory fields that are read-only in workflows, such as Assigned Individual and Assigned Group. | 00422049 | DE172921 | |
Unable to view the attachment of a parent ticket from a task ticket. | 00435496 | DE199092 | ||
All Users | Unable to create tickets using incoming emails with addresses that have special characters. | 00360642 | DE162418 | |
Unable to open attachments that are beyond 25 on a ticket. | 00345481 and 00451684 | DE163148 and DE197509 | ||
Unable to apply filters for non-english users in My Tickets page. | 00421778 | DE172069 | ||
User Management | Administrator | Unable to add multiple users to a group because the multiple select option on different pages is not working. | 70003454 and 00254824 | DE24657 and DE29170 |
Web Services | Administrator | Unable to search the field person1_lv1_org_name using web services. | 00454298 | DE201204 |
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Areas of Impact | Impacted Users | Description | Reference |
---|---|---|---|
Advance Reporting | Administrator | Unable to view the selected days under Schedule Reports page. | 70003993 |
Service Catalog | All Users | The frequently used service catalog items in non-English interface are displayed in alphabetical order instead of popularity. | 00319529 |
Tickets | Administrator and Analyst | Emails are not delivered to assigned groups, when a task ticket is created using service catalog (task) template. | 00323194 |
Tickets | Analyst | Unable to edit the Business Segment field in User profile page from Ticket for analyst with permissions to edit a contact. | 00308781 |
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