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 |
|---|---|---|---|
| Workflow Actions | Administrators and Analysts | In the workflow actions setting, the required fields for "Resolve Using KB" & "Resolve using case#" on "Resolve Incident" are not working. | ISM-11499 |
Ticket Center/My Account | Administrators and Analysts | On the My Account page, the account authority lacks verification. | ISM-11594 |
Webhooks | Administrators and Analysts | Attachment created event is not getting triggered for tickets created through incoming email | ISM-11589 |
Ticket Workspace/Ticket Center | Administrators | ISM - SQL Injection Vulnerability detected | ISM-11593 |
Web Service Operation | Administrators | For "Auto Route with Workflow Action", having entry criteria as 'Received in Mailbox', Web Service Operation is not getting triggered. | ISM-11490 |
Ticket Details | All Users | Unable to add a group to Process flow action when a user logins in Portuguese site. | ISM-11489 |
SLA | All Users | sla_achievement_variance is blank in the "LFG-SLA Actuals" report | ISM-11632 |
Tickets | All Users | Unable to view already created auto-assignment rules under Process flow action | ISM-11650 |
Advanced Reporting | Administrators and Analysts | Jasper reports downloaded in CSV is not properly formatted | ISM-11011 |
Advanced Reporting | Administrators and Analysts | Adjust/disable the daylight saving time | ISM-11627 |
Vivianite – October 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 |
Maintenance Release - July 2020
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets | All Users | Read-only field on the ticket, populated through web-services lookup or condition custom attribute group, are not getting updated correctly. | ISM-10915 |
| Ticket Assignment | Analysts | HT Attribute used in Assignment rule of a Process Workflow is not displayed correctly on the screen. | ISM-11009 |
Topaz Release - April 2020
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| SLA | All Users | SLA - Enhancement in the caching mechanism to run the Data collector on multiple nodes. | ISM-10939 |
SLA - Provide a support to monitor the Data collector Job | ISM-10940 | ||
SLA - JMS Message Ordering and using single integration backbone engine | ISM-10938 | ||
| Ticket Assignment | Analysts | Intermittent error | ISM-437 |
Automation Failing due to ticket field contains '\' ':' and '&' characters and Request Body is not parsing correctly | ISM-10970 |
Maintenance Release - Feb 2020
| 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 |
Maintenance Hotfixes - Jan 2020
| 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 |
Sapphire Release - November 2019
| 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 |
Ruby Release - August 2019
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Approval Groups | All Users | 1st level Reviewer information is getting overwritten with the latest reviewer information. | ISM-9971 |
| Outstanding Items | All Users | Ticket Created date and Closed date in Outstanding Items for service feedback are not correct. | ISM-10116 |
| Ticket Details | Administrators and Analysts | ID is displayed instead of value in the Activity History for any change in Hierarchical Tree type Custom Attribute. | ISM-9973 |
| Advanced Ticket Center | Analysts | CSV export showing less data compared to what is visible under My Tickets in Advanced Ticket Center. | ISM-10050 |
| Standard Reports | Self Service User | SSU client users are able to pull Standard Reports for all our organization. | ISM-10012 |
| AD Sync | Administrator | AD Sync is not updating manager if matching first name and last name found even if it is Inactive. | ISM-9952 |
| Ticket Details | All Users | Print Ticket is not showing all activity log entries. | ISM-366 |
| Conditional Group Attribute | Administrators and Analysts | Deleting parent question in Conditional Group Attribute disrupts the subsequent questions. | ISM-10269 |
| Advanced Ticket Center | Analysts | Matching Criteria with 'SLA Compliance Status' shows incorrect SLA Compliance Status. | ISM-9908 |
Quartz Release - May 2019
| 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 |
Maintenance Hotfixes - April 2019
| 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 |
|---|---|---|---|
| Virtual agent | All Users | Newly added configuration to specify the Luma (Virtual agent) name to be shown in the ISM web widget. | DE8083 |
| SSO Users | All Users | While sending a communication to the user, it uses the user's organization to identify the SSO link to be sent in the communication from the associated SSO configuration. | US3281 |
| Rest Outbound | Webservice Users | While sending the multiline JSON in outbound web services had an issue with /n character not passed properly | DE8145 |
Opal Release - November 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets & Approvals | Analysts and Administrators | First Phase and Second Phase Approval is getting applied on the Task Ticket at the same time. | DE7863 |
| Process flow | Administrators | 'Next' button under 'Auto Assignment Rule' does not respond. | DE7242 |
| Approvals | All Users | Notification sent every 5 mins for change requests. | DE7273 |
| SLA | Administrators | SLA communication template limitation in SLA thresholds | DE7413 |
| SLA | All Users | SLA status doesn't change from Paused after an incoming email triggers the Ticket Status to Active for ANANA | DE7489 |
| Tickets | Analysts and Administrators | Unable to use Send as an email from worklog | DE7528 |
| Tickets | All Users | Activity history the data format is captured as epoch time(Unix time/ System date format) instead of DD/MM/YYYY or MM/DD/YYYY format | DE7616 |
| SLA | Administrators | SLA has been changed to OLA | DE7708 |
| Application | All Users | Licensing issue - Multiple sessions recorded for users in International Speedway Corp (Slice: 40097) | DE7716 |
| Feedback | All Users | Feedback Scheduled for Self-Service participants can't receive the feedback in Outstanding Items - DCC Cloud | DE7726 |
| Users | Administrators | When creating a user, it is not taking the default timezone | DE7777 |
| Language Catalog | Administrators | New words/phrases included in the Language Catalog are not translated. | DE7826 |
| Workflow Actions | All Users | Workflow Actions: Required Fields are not working. | DE7911 |
Maintenance Hotfixes - October 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets | All Users | SLA communication template limitation in SLA thresholds | DE7413 |
| Application | All Users | When creating a user, it is not taking the default timezone | DE7777 |
| Service Feedback | End Users | Feedback Scheduled for Self-Service participants can't receive the feedback in Outstanding Items when Anonymous feedback is selected | DE7726 |
Maintenance Hotfixes - September 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Ticket Details | End Users | Added support to make attachments as mandatory for SSU | DE7529 |
| Application | All Users | Added support for application URL with HTTP in the application | DE7477 |
| Advanced Reports | Analysts and Administrators | Added Limit to the output of the report pages in the advanced report to 1000 pages | DE7714 |
August 2018 Patch
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Outbound Webservices | Administrators | Added support for token replacement in outbound web services for the rest service call | US3173 |
| Service Level Management | Analysts and Administrators | SLA status was not changing from the paused state after an incoming mail | DE7489 |
| Ticket | Analysts and Administrators | Send as email from worklog or using action menu option shows error | DE7528 |
North Star Release - August 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets Action Menu | Analysts and Administrators | On the Actions menu in a ticket, it was cumbersome to scroll through the list of actions using the top and bottom navigation icons. Fix is provided to enable scrolling through the Actions list using mouse scroll. | DE6146 |
| Filters in Ad Hoc Edit Reports | Analysts and Administrators | The Español dictionary was incomplete since some of the terms and logical operators were not added into it. This was restricting the search performed in Adhoc Reports. This is now fixed by updating the Spanish operators with the required data. | DE6527 |
| Additional information section on ticket details | Analysts, Administrators, and Self-Service Users | For custom attribute type such as list, checkboxes and radio buttons, the display and stored values can be the same or different. However, if the stored value was specified as an integer, the value selected for such attribute during ticket creation or ticket update was not saved. This issue has been addressed now. | DE6750 |
| Tickets and SLAs | Analysts and Administrators | Some transient tickets (that is, tickets created when the Tenant was still on the old SLA engine and then migrated to the new SLA engine) were breaching the SLA threshold during the migration. A data fix was provided to resolve the issue related to those tickets and this issue is not observed in the tickets created in the new SLA engine. | DE6781 |
| Ticket Details page | Analysts and Administrators | The Service Level Info and Summary sections on the right side of the Ticket detail page would swap locations; however, this has been fixed. | DE6798 |
| Ticket Center | Analysts and Administrators | Spanish dictionary has been updated while applying the filter in the Ticket Centre, and the label ‘Ombre’ has been changed to ‘Nombre'. | DE6819 |
| Advanced Ticket Center | Analysts and Administrators | In the Advanced Ticket Center workspace, in the Ticket Information section, the Class ITSM was not updated in the Language Catalog. This issue is fixed, and now tickets pertaining to the class category ITSM can be viewed. | DE6837 |
| Service Level Targets | Analysts and Administrators | During the SLA engine migration, the Matching Criteria ‘Is Not Null’ of Service Level Targets was not working as expected, which is now fixed. | DE6894 |
| Service Level Targets | Analysts and Administrators | During migration, the inactive SLA targets were being saved even if they did not satisfy the business rules criteria a target must comply with. A fix is provided to ensure that all the SLA targets satisfy the SLA business rules. | DE6919 |
| Users | Analysts and Administrators | On the Detail tab of the Tools submenu, Admin users can select whether they want to receive email notifications for the tickets, from the Notify Mechanism drop-down list. The user can opt out of the email notifications by selecting the Notification Mechanism as None. | DE7132 |
Maintenance Hotfixes - July 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Ad-hoc Report | Analysts and Administrators | Search Adhoc report not working for the localized languages | DE6533 |
| Tickets | Analysts | Ticket Actions list dropdown was not getting refreshed | DE7182 |
Midas Release - May 2018
| Areas of Impact | Impacted Users | Description | Serviceaide Defect ID |
|---|---|---|---|
| Tickets | Analysts | Not able to open a CI/Asset from the ticket when it is Closed/Resolved or had any other status defined in ticket configuration parameters INC_DISABLE_USER_EDITING_TICKET_STATUS , PRB_DISABLE_USER_EDITING_TICKET_STATUS , CHG_DISABLE_USER_EDITING_TICKET_STATUS , SRQ_DISABLE_USER_EDITING_TICKET_STATUS | DE5721 |
| Tickets | Analysts | In certain slices taking a Workflow Action to change the CCTI on a ticket will not update the fields | DE5828 |
| Advanced Reporting | Analysts and Administrators | Time-based filter using minutes not applying correctly to report after the component hotfix | DE5748 |
Maintenance Hotfixes - April 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 |
Maintenance Hotfixes - March 2018
| 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 |
| 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 |
Maintenance Hotfixes - January 2018
| Areas of Impact | Impacted Users | Description | ServiceAide Defect ID |
|---|---|---|---|
| Web services | Administrators | The third-party library used to parse the SOAP web service response, did not support double-byte (Chinese) characters. The web service response was shown as messy or garbage characters. The library is now upgraded to support the double-byte characters. | DE5619 |
| SLA | The work log triggered the SLA process and blocked the Request until the SLA Computation completes. This issue is resolved to make SLA processing asynchronous while adding client viewable work log. | DE5638 | |
| Ticket Center | All Users | Web service lookup failed to populate custom fields in the ticket. This issue is resolved to correctly identify the web service lookup fields in custom attribute and populate the custom fields. | DE5702 |
| Application | Deutsch Users | The Intelligent Service Management application failed to display content for the users when the language is set to Deutsch. | DE5714 |
Key - November 2017
The Key release of Cloud Service Management (CSM) contains these fixes:
| 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 |
Maintenance Hotfixes - October 2017
| 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
| 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 |
Jasmine Hotfixes
| Areas of Impact | Impacted Users | Description | Reference |
|---|---|---|---|
| UI Theme | Administrator | When the administrator selected Dark Blue from the My Theme page, the ServiceAide text was invisible from the logo after refreshing the application. | F444 |
| Application | Analysts | When the analyst performed an action in the application, the action was repeated immediately. The same action was repeated or two different actions occurred consecutively. | DE5025 |
| Advanced Reporting | All Users | Invalid data appeared in the License Usage Overview page. | DE5378 |
| Application | Self-service Users | Users were unable to login to the application using the IE browser. | DE5391 |
Maintenance - July 2017
| 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 |
Goldfish - January 2017
| 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 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 |
Dragonfly - March 2016
| Areas of Impact | Impacted Users | Description | Cause | Reference |
|---|---|---|---|---|
| Advanced Reporting | All Users | Incorrect data is displayed in Times field in the exported file of a scheduled advanced report. | -- | 00247860 |
| Analyst | Duplicate records are displayed when a report is generated. | The Advanced Reporting security configuration XML file is corrupted. | 00246678 | |
| Administrator and Analyst | User is unable to open the report when the permission is not granted to its corresponding Adhoc View. | -- | 00246545 | |
| Administrator and Analyst | When a scheduled report is run or exported, the report does not display the date and time when the report has run. | -- | -- | |
| Asset Discovery | Administrator | Unable to start the Asset Discovery and processor service. | This error occurs when the license type is changed to self-service for NAM users. | 00269181 |
| Organizations | Administrator | Unable to see full Organization hierarchy while searching for Organizations. | -- | 70006040 |
| Administrator | Unable to sort username under Organizations as the sort option is dimmed. | -- | 70006934 | |
Reports | All Users | Filter for ADHoc Report is not working properly. | -- | 70006831 |
| Service Catalog | Administrator | Unable to create service catalog item as the Defined attributes section is empty. | -- | 00280169 |
| Service Level Targets | All Users | In Spanish, the Task Assigned to Individual Notification and SLA Approaching Breach notifications are sent in English. | -- | 00246545 |
| Administrator | Invalid data is displayed in Notification Template field under SLA Target Threshold. | This error occurs when Communication Template name displays the ID number instead of actual data when used with languages other than English. | 70003909 | |
| Tickets | Administrator and Analyst | Performance issue while searching tickets for relating tickets. | The query to search tickets is not optimized. | 70008125 |
| All Users | Ticket that is created by an Agent from the Scratchpad remains locked for other Agents even after agent closes the application. | -- | 00249829 | |
| All Users | Invalid data is displayed in Last Closed date under Ticket Summary. | -- | 70004281 | |
| Administrator | An error is displayed while deactivating the custom attributes in Default Custom Template for Service Request. | During the validation, the deleted attribute referred in required field or set field of a workflow are not verified. | 7000652 | |
| Administrator and Analyst | Performance issue while searching for related items for a Configuration Item | Unrelated queries are triggered while searching for related items for a Configuration Item in the global search. | 70008127 | |
| All Users | Business Segment Field of the contact profile is invisible under the User profile from Ticket. | -- | 70006932 | |
| Administrator and Analyst | The related ticket count on the CI includes resolved tickets, but in lookup the resolved tickets are not displayed. | -- | 70004822 | |
| Administrator and Analyst | Unable to open or edit a ticket, if one of the Custom Attributes or Section Headers on the ticket has the same name as the System Defined ticket field/section. | The internal reference ID of custom field headers is based on the custom field name and this causes the UI to break if the custom field name matches the ticket field names. | -- | |
| Administrator and Analyst | The Send Mail Functionality is not working When two or more users having same First Name and Last Name. | The Send Mail Functionality is unable to recognize the email address due to duplicate First Name and Last Name. | 00255494 | |
| Administrator and Analyst | Unable to approve tickets through emails. | -- | 00255447 | |
| Administrator and Analyst | Unable to submit a ticket for approval after changing the approver name. | This error occurs due to the initial approver name is stored in the application cache and the changed approver name is not recognized. | 00262195 | |
| All Users | Error while opening a ticket. | This error occurs when the attribute name is configured as hierarchical tree and the value configured in the ticket do not match the hierarchical attribute value format. | 00266872 | |
| All Users | Unable to open Incident tickets. | The query to open Incident tickets is not optimized. | 00267772 | |
| Administrator | Unable to modify or update the value in Employee ID Under View Contact Profile of a ticket. | -- | 00255918 | |
| Administrator | Schedule tasks are displaying Action to Execute Option while activating an Inactive Schedule. | When a schedule task is set inactive to active, unnecessary fields of the entity are getting updated. | 00269827 | |
| All Users | For tickets, the Last Resolved field is displaying wrong date format in Ticket Summary panel. | -- | 00271525 | |
| User Management | Analyst | Analyst with password permission is unable to reset password for other users. | -- | 7000049 |
| Administrator | Sort and Search functionality on the Users tab under Organizations is not working properly. | -- | 70003982 | |
| Administrator | An error message is displayed when clicking Categorizations under Tools. | -- | 00260674 | |
| Administrator | Unable to view permissions for groups on Ticket Templates in Service Catalog Configuration when more than 25 groups are associated to the ticket template. | -- | 70002315 |
Dragonfly Hotfix 4
| 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 |
Dragonfly Hotfix 5
| Areas of Impact | Impacted Users | Description | Reference |
|---|---|---|---|
| Advanced Reporting | Administrator | Unable to view the selected days under Schedule Reports page. | 70003993 |
Relative Timestamp option under Filters is not working. | 00166220 and 00287782 | ||
The date window is closing when an option is selected such hour or minute, while creating a filter for a field in Ad Hoc view. | 70007644 | ||
Unable to view the field that is added to a domain though the domain is saved without errors. | 00169554 | ||
| Unable to add the Calculated Date field if the filter is configured with standard date field. | 00332459 | ||
Administrator and Analyst | Dashboard freezes while creating a report with a field that has Apostrophe (') character. | 00272418 | |
| All Users | Report name is not aligned properly with the report data. | 70002211 | |
Scheduled report is generated 30 minutes ahead of the scheduled time. | 70005919 and 00320435 | ||
Unable to save a dashboard if brackets are included in the name. | -- | ||
A gateway timeout error is displayed while generating or exporting a report to xlsm format manually. | 00254925 | ||
Dashboard with multiple reports does not display data, even if auto refresh is configured. The data is displayed when the user manually refreshes the dashboard. | 00266182 | ||
Incorrect data-time values are displayed when a report is exported to Excel or Excel (Paginated) format. | 00311521 | ||
| Incorrect time is displayed in a scheduled report. | 00328056 |
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