Patch- April 2025

Areas of Impact	Impacted Users	Description	Serviceaide Defect ID
WebHook Integration	Administrator	Support to add attachment to Freshservice using Webhools	ISM-13390

Patch- December 2024

Areas of Impact	Impacted Users	Description	Serviceaide Defect ID
Tickets	Administrator	Request to increase the limit of custom attributes in conditional attributes	ISM-13307

Release - October 2024

Areas of Impact	Impacted Users	Description	Serviceaide Defect ID
Request Catalog	All Users	Ticket created using Request catalog with tab sections related to conditional attributes not rendering properly for Non English locale.	ISM-13236
Process workflow	All Users	Issue related to the CI Approval Phase with special characters in the Approval Phase	ISM-13238
Webhook	All Users	Group change done through SLA actions are not triggering Webhook ticket Update event	ISM-13232
Configuration Management	Administrator	A few sections missing from the Role-based view when the Project Manager section is off in role role-based view.	ISM-13223

Carpathian Maintenance Release 2 - September 2024

Areas of Impact	Impacted Users	Description	Serviceaide Defect ID
Ticket Center	All Users	Name of catalog items are being displayed with the names cut off.	ISM-13193
Ticket Center	All Users	Update embedded web widget in ISM to latest 2.49.0 version.	ISM-13175
Asset Center	Analysts and Administrators	Asset Center filter options	ISM-13170
Knowledge Manager	Adminstrators	Show the KB approver and comments	ISM-13166
Ticket Center	All Users	Files attached in tickets for approval is not available in Ticket	ISM-13160
Ticket Center	Adminstrators	Needs to audit when the administrator deletes a ticket through the actions menu	ISM-13156
Ticket Center	Adminstrators	Junk characters appearing in description of ticket in outstanding items list under feedback section	ISM-13155
Ticket Center	Adminstrators	Issue with the search of the archived tickets	ISM-13152
Ticket Center	Adminstrators	Multiline text field not saving the value	ISM-13144
Process Flow	Adminstrators	Issue with subsequent submit for approval action in process workflow	ISM-13140
Ticket Center	Adminstrators	VIP word is not getting translated which is suffixed with requester name on ticket form	ISM-13125
Configuration Item	Adminstrators	Truncated value appears in Activity History when CI attributes are updated	ISM-13122
Ticket Center	All Users	Log out User from Manage Sessions fails with exception, the record is removed from Manage Sessions space, but session is not invalidated.	ISM-13113
Ticket Center	All Users	Unable to list closed tickets in ticket by status graph	ISM-13112
Ticket Center	All Users	Change Collision feature	ISM-13036
Ticket Center	Adminstrators	Unable to Apply changes for 'MAX_ATTACHMENT_SIZE' configuration parameter	ISM-13028
User Management	Adminstrators	ADSync not working with higher Java version	ISM-12834
Integration	Adminstrators	Luma OOTB ISM integration api call not giving complete results	ISM-12683
Ticket Center	Adminstrators	Scheduled Task Logs is throwing error message, however the ticket is getting created.	ISM-13189
Adhoc Reports	Adminstrators	Intermittent errors while executing and exporting the adhoc reports	ISM-13158

Carpathian Maintenance Release 1 - July 2024

Areas of Impact	Impacted Users	Description	Serviceaide Defect ID
Asset Center	All Users	Restrict the search to not show if the organization type is not vendor while selecting Vendor organization in Asset	ISM-13098
Process Flow	Administrators	Support set fields update to custom attribute with street address of requester's organization	ISM-13037
Ticket Center	All Users	Full value of the custom attribute doesn't appear in the Activity History when the value contains large number of characters	ISM-13042

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
	All Users	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
Contacts	Administrators	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
Advanced Ticket Center	Administrators, Analysts	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
Ticket Center	All Users	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
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
Ticket Details	All Users	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
Performance	All Users	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
Ticket Assignment	Administrators, Analysts	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
Ticket Assignment	Analysts	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
Ticket Assignment	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
Email	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
Advanced Reporting	Administrator and Analyst	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
Communication	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
	Administrator	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
Categorization	Administrator and Analyst	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
Service Level Agreements and Tickets	Administrator and Analyst	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
	Administrator and Analyst	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
Organizations	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
Service Level Targets	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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