Published Fixes

Release - October 2024

Areas of ImpactImpacted UsersDescriptionServiceaide 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 workflowAll UsersIssue related to the CI Approval Phase with special characters in the Approval PhaseISM-13238
WebhookAll UsersGroup change done through SLA actions are not triggering Webhook ticket Update eventISM-13232
Configuration ManagementAdministratorA 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket CenterAll Users

Name of catalog items are being displayed with the names cut off.

ISM-13193

Ticket CenterAll Users

Update embedded web widget in ISM to latest 2.49.0 version.

ISM-13175

Asset CenterAnalysts and Administrators

Asset Center filter options

ISM-13170

Knowledge ManagerAdminstrators

Show the KB approver and comments

ISM-13166

Ticket CenterAll Users

Files attached in tickets for approval is not available in Ticket

ISM-13160

Ticket CenterAdminstrators

Needs to audit when the administrator deletes a ticket through the actions menu

ISM-13156

Ticket CenterAdminstrators

Junk characters appearing in description of ticket in outstanding items list under feedback section

ISM-13155

Ticket CenterAdminstrators

Issue with the search of the archived tickets

ISM-13152

Ticket CenterAdminstrators

Multiline text field not saving the value

ISM-13144

Process FlowAdminstrators

Issue with subsequent submit for approval action in process workflow

ISM-13140

Ticket CenterAdminstrators

VIP word is not getting translated which is suffixed with requester name on ticket form

ISM-13125

Configuration ItemAdminstrators

Truncated value appears in Activity History when CI attributes are updated

ISM-13122

Ticket CenterAll 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 CenterAll Users

Unable to list closed tickets in ticket by status graph

ISM-13112

Ticket CenterAll Users

Change Collision feature 

ISM-13036

Ticket CenterAdminstrators

Unable to Apply changes for 'MAX_ATTACHMENT_SIZE' configuration parameter

ISM-13028

User ManagementAdminstrators

ADSync not working with higher Java version

ISM-12834

IntegrationAdminstrators

Luma OOTB ISM integration api call not giving complete results

ISM-12683

Ticket CenterAdminstrators

Scheduled Task Logs is throwing error message, however the ticket is getting created.

ISM-13189

Adhoc ReportsAdminstrators

Intermittent errors while executing and exporting the adhoc reports

ISM-13158


Carpathian Maintenance Release 1 - July 2024

Areas of ImpactImpacted UsersDescriptionServiceaide 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Bulk process dataAnalyst, AdministratorIssue to download  template from bulk process dataISM-12943
Ticket CenterAnalystFew common ticket actions are not appearing on the ticketsISM-12934
User AdministrationAdministratorUsername field is getting blank when the user is made Active from Inactive statusISM-12909
REST APISelf Service UserUnable to add comment while approving the ticket via REST APIISM-12903
User AdministrationAdministratorUser's Manager selection allows inactive users alsoISM-12901
Advance Ticket CenterSelf Service UserATC shows incorrect results only for SSUISM-12890
Ticket CenterAnalystCommunication is not sent from the ticket if the Communication template has the placeholder for the last worklog.ISM-12883
Ticket CenterAnalyst 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
WebhookAnalystWebhook Issue with cascade approval in ISM process workflowISM-12866
REST APIAnalystError getting data from field LastWorklog via the ODATA APIISM-12863
Advanced Ticket CenterAnalyst, AdministratorFilter is not working for few tickets in Advanced Ticket CenterISM-12849
Request CatalogAnalystRequest Catalog page not loadingISM-12837
AD SyncAdministratorIssues with ADSyncISM-12834
Change ManagementSSUUser is not able to open their own change request when it is in the approval phase. The application freezes. ISM-12831
REST APISSUWebservice operation associated with approval action not triggering when ticket is approved through incoming emailISM-12823
REST APIAnalystgetTaskTicket operation to have parent ticket identiferISM-12816
Ticket CenterSSUFeedback not being sent to users for 40207ISM-12791
Ticket CenterAnalystAdditional approvers appearing in the list with partial match of phase textISM-12784
WebhookAnalystWebhook is failing for 40284ISM-12774
Service CatalogAdministratorUnable to classify the Service catalog with Service Owner role for 40271ISM-12738
OrgsAdministratorAccount Manager field goes blank after any updateISM-12723
REST APIAnalystError getting data from a specific ticket via the ODATA API for 40288ISM-12721
Ticket CenterAnalyst"Resolve Using" text box isn't inactive after saving ticketISM-12712
LocalizationAll UsersRequest to fix Portuguese translations in all slicesISM-12697
REST APIAnalystRest API calls are open closed tickets and assign tickets to Inactive groupsISM-12685
HomepageAll UsersIntermittent issue with the links under the LEARN Menu sectionISM-12681
Ticket CenterAll UsersApproval decision counter not working with Non-English profilesISM-12648
Ticket CenterAnalystMandatory parameter for worklog working only on the first worklog on a ticketISM-12613
Ticket CenterAll UsersAttachment Webhook failing after Kruger release for 40224ISM-12601
Ticket CenterAll UsersReminder approvals  notification are not going for SRQISM-12592
Advanced Ticket CenterSSUATC search getting results from all ticketsISM-12568
Ticket CenterAll UsersGroup name not appearing when approvers are added through related CIISM-12479

Patch - October 2023

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID

Request Catalog

All UsersThe Request Catalog page is not loadingISM-12837
Ticket centerAll UsersFeedback is not being sent to users with a specific feedback scheduleISM-12791
Administrators, AnalystsApproval decision counter not working with Non-English profilesISM-12648
Administrators, AnalystsMandatory parameter 'Client Viewable' for worklog is working only on the first worklog on a ticketISM-12613
OrganizationsAdministratorsField "Account Manager" on Organization goes blank after any updateISM-12723

Patch - June 2023

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket centerAll 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 PolicyAll UsersPermissive HTTP Strict Transport Security Policy DetectedISM-12690

Patch - May 2023

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket centerAll 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 ImpactImpacted UsersDescriptionServiceaide 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 ImpactImpacted UsersDescriptionServiceaide 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 ImpactImpacted UsersDescriptionServiceaide Defect ID

Webhook

Administrators, Analysts

Error in webhook when there is a line break in worklog

ISM-12530

Ticket Center

All Users

Users receive multiple emails with the same message

ISM-12527

The Group name is not appearing for the approvers added through CI associated group.

ISM-12479

Administrators, Analysts

The alternate label is not working as intended for the Asset Center default role-based view.

ISM-12411

Inactive Tasks visible in Create Task from Catalog Item in Ticket Actions

ISM-12338

Approver type search in Approval section not working correctly

ISM-12335

Analyst

Unable to associate a Knowledge article with a ticket

ISM-12261

Advanced Ticket Centre

Administrators, Analysts

Unable to export custom attribute data in Advanced Ticket Center with '/'(Slash) in the custom attributes name

ISM-12526

Unable to import CI Data using bulk upload.

ISM-12508

The ticket search bar in Advanced Ticket Center is not fetching results correctly or is not updated.

ISM-12398

Translation

All Users

Translation Issue: The 'Outstanding Item' popup message is not translated into the Portuguese language.

ISM-12482

Service Request

Administrators, Analysts

An inactive 'Task Service Catalog' is visible in 'Create Task' using Catalog Item.

ISM-12481

SLA

Administrators

Error while saving SLA: Unable to save SLA  For Target for Newly Provisioned ISM Slice

ISM-12475

Process Workflow

Administrators, Analysts

Incorrect Ticket closure. The ticket is auto-closed as per the Process workflow configuration, even though there is an Inbound Email Action on the ticket, which changes the status to Queued.

ISM-12454

Unable to publish process workflow with approval steps configured

ISM-12416

In process workflow, Steps can be deleted without confirmation. When the 'Delete' button on the keyboard is used, the step is deleted even if the user cancels the action or responds 'No' to the prompt.

ISM-12385

When editing a 'Submit for approval' action, Set field values are lost 

ISM-12381

When Exporting Assignment Rules to a .csv, the file shows empty fields for individual assignments and shows the group name.

ISM-12371

Web Service Operation is not triggering as part of the workflow with "Auto Route with Workflow Action" action and 'Received in Mailbox' as entry criteria.

.ISM-11490

Advanced Ticket Centre

All Users

Elastic search issue: Advanced Ticket Center and Global search are not working due to the Elastic Search Outage

ISM-12445

Webhook

Administrators, Analysts

Webhook call fails when there is a space in the file name of an attachment.

ISM-12415

Catalog

Administrators, Analysts

Unable to save Catalog Family with an ampersand. The system throws an Internal Error.

ISM-12401

Application

All Users

Security Vulnerabilities fixed on newly deployed on-premise ISM Environment.

ISM-12382

Project Center

Administrators

Project Center doesn't load with Cetacean Blue Theme.

ISM-12377

Contacts

Administrators

The Approval phrase is not populated with correct values when setting for the approver.

ISM-12337

Adhoc report

Administrators

Adhoc report(Pentaho) schedule is not consistent for 10086

ISM-12312

Asset Discovery

Administrators

Installing the Asset Discovery Connector throws a Licensing Error

ISM-12283

Dashboard

Administrators, Analysts

Incidents / Service Requests Dashboard throws ESDEDB0002 error. When a user views details of any chart available on the REPORTS >> Dashboards >> Incidents / Service Requests Dashboard, system throws error.

ISM-12254

Mobile App

All Users

System allows creation of tickets from Inactive Service Catalogs through Mobile App

ISM-11719

Patch - October 2022

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Vulnerabilities IssuesAll Users

Security Vulnerabilities reported on newly deployed on-premise ISM Environment.

ISM-12382

Patch - August 2022

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket CenterAll UsersThe recipient doesn't receive email from ISM due to 2 dots in the attachment name

ISM-12309

Ticket CenterAll UsersAll approval phases appear instead of selected value for approver in Configuration ItemISM-12337

Patch - July 2022

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket CenterAll UsersUnable to add multiple attachments to ticket from email

ISM-12322

Patch - June 2022

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket CenterAll Users

Outbound emails are not working when the customer is using their relay server

ISM-12196

Patch - May 2022

Areas of ImpactImpacted UsersDescriptionServiceaide 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Standard ReportsAdministrators, 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 ReportsAdministrators, AnalystsIssue with report 'Tickets com ultimo log'. Users are unable to see data in the report for any tickets.ISM-12172
Advanced Ticket CentreAll Users

On Advanced Ticket Center, Self Service users are able to see tickets from all organizations.

ISM-12171
Process WorkflowAdministrators, AnalystsIssue with Process workflows. Users are unable to Discard and Checkout Process WorkflowISM-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 ticketISM-11865
Ticket CenterAnalystsSLA not getting applied on a few ticketsISM-12030
Ticket assignment notification going to the incorrect groupISM-12048
Users are unable to take ownership of any of the ticketsISM-12044
Ticket CenterAll 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
DashboardAdministrators, Analysts

Dashboard(Beta) throws an error

ISM-12155
Single Sign-On (SSO)Administrators, AnalystsSSO URL for outstanding items is not redirecting correctly. Instead of the outstanding items page, it is getting redirected to the ticket center.ISM-12074
ContactsAdministratorsAdministrators are not able to set the "Notification Mechanism" option for  Non-English profilesISM-12060

Unable to Disable Service Feedback for non-English users

ISM-12021
CalendersAdministratorsOn Change Calendar, the scroll is not working intermittentlyISM-12051
Service CatalogAdministrators, Analysts

Error in translation: Label Service Catalog is incorrectly translated.

ISM-12080

Patch- January 2022

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Service CatalogAll 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Advanced Ticket CenterAdministrators, Analysts

Error while loading Views at Advanced Ticket Center

ISM-11987

Unable to sort the view using the "Urgency" column

ISM-11929
Service CatalogAll 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 NotificationsAll UsersInaccurate Approval Notifications. Outstanding Approval Notifications are sent for Closed tickets and inactive usersISM-11898
Configuration ManagementAdministrators, AnalystsOn configuration Management → CONTACTS AND GROUPS, the Approval Phase list does not load with complete information.ISM-11869
Ticket CenterAnalystsError while executing a Workflow action on a TicketISM-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 SurveyAll Users

Customer is able to see duplicate Survey response for a particular survey

ISM-11958

Maintenance - April 2021

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Workflow DesignerAdministrators and Analysts

Unable to edit assignment rules of HT attributes in process flows

ISM-11629
Unable to find a user in User Field on Process Workflow → Test Workflow→ Assign Tab.ISM-11827

On Exporting Assignment rules for specific process workflows, the generated export file name is incorrect

ISM-11828
Ticket Center


All Users

Download all attachments functionality not working on the Staging environment

ISM-11817
On execution of a Workflow Action, the Custom attribute value is not copied from Parent Ticket to Task ticket.

ISM-11839

Advanced Ticket centerAdministrators, Analysts'Urgency' Field is not available in 'Column to Display in Advance' in the Advanced Ticket centerISM-11843

Wishbone – February 2021

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Rest APIAdministrators and AnalystsUnable to Run the API calls with API user when Group based security is enabledISM-11755
Rest APIAdministrators and AnalystsRequest for API call to Relate Project to a TicketISM-11730
Ticket CenterAdministrators and AnalystsError while taking Action after relating Project to a TicketISM-11735
Automation ActionsAll Users

ISM Automation workflow action fails if the ticket field contains special character double-quote (")

ISM-11749
TicketsAll UsersCREA SP - Performance issue on ISM and CSM3 environmentsISM-11692

Maintenance Release – January 2021

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Automation ActionsAdministrators and Analysts

Automation action fails if the ticket field contains double-quote (")

ISM-11749

Maintenance Release – December 2020

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Workflow ActionsAdministrators 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
TicketsAll UsersError while converting service request to incident and incident to service requestISM-11474
On "Auto Assign across Process Flows" action, related workflow actions are not being displayed in action buttonISM-11469
Unable to approve the ticket even after an email update with the text "Approved" is sent to ISMISM-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 fieldISM-11329
Tenant Provisioning AdministratorsProvisioning and de-provisioning failing in CSM3ISM-11424
Advanced Ticket CenterAdministrators, AnalystsUnable to export the unprocessed Rows in Bulk importISM-11423
SLAAdministratorsUnable to configure more than 200 matching conditions for Service Level TargetISM-11418
PerformanceAll UsersIntermittent Performance issue on CSM3 ProductionISM-11379
Intermittent access issues with NimsoftServiceDesk direct URL on CSMSTAGING
Advanced ReportingAdministrators, AnalystsGetting negative values for measured_metric_value field in vsla_agreement_compliance tableISM-11378
Ticket AssignmentAdministrators, AnalystsUnable 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 LanguageISM-11324
User AdministrationAdministrators, AnalystsGroups not visible under user recordsISM-11339
DashboardAdministrators, AnalystsRepeated Login requests during Dashboard drill-down processISM-11247
Web Service RequestAdministratorsSOAP web service operation fails in ISMISM-11096
Popup for outstanding itemsAll Users"Outstanding Items" pop-up does not appear while login is via SSOISM-11006

Maintenance Release - July 2020

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
TicketsAll 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 AssignmentAnalystsHT Attribute used in Assignment rule of a Process Workflow is not displayed correctly on the screen.ISM-11009

Topaz Release - April 2020

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
SLAAll 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 AssignmentAnalysts

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 ImpactImpacted UsersDescriptionServiceaide Defect ID



Advanced Ticket Center



Administrators and Analysts

CSV export from Advanced Ticket Center has broken linesISM-10808
Advanced Ticket Center does not load correctly unless the view is changedISM-10639
CSM2: Views defaults back to Descending Sort Order after page refreshISM-10684
No columns available for selection in 'Columns for Display' listISM-10800
On Advanced Ticket Center | My Tickets Tab | Print to CSV | Multiple empty lines are replaced with multiple spaces instead of single spaceISM-10849
Ticket AssignmentAnalystsCSM3 Production : Intermittent error occurs while creating or closing the tickets.ISM-437
All UsersLoading 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 ReportsAll UsersSurveys graphics in standard report is not workingISM-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

SLAAll UsersMultiple SLA email notifications are going out for the tickets on certain conditionsISM-10682

Maintenance Hotfixes - Jan 2020

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Advanced Ticket CenterAdministrators and AnalystsAdvanced Ticket Center and Global Ticket Search IssuesISM-10633
Ticket AssignmentAnalystsAssignment of ticket to other groups if Group based security is enabledISM-10728

Sapphire Release - November 2019

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Web Service RequestAdministratorsSOAP Call: Unable to load cost center approver without Contact IDISM-10470
SLAAdministrators and AnalystsSLA status does not update after first action on the ticket.ISM-10462
Ticket DetailsAdministrators and AnalystsAfter 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 DetailsAdministrators and Analysts The Tickets are marked as missed SLA even though the SLA is MET. ISM-10330 
Conditional Group AttributeAdministrators and Analysts Deleting parent question in Conditional Group Attribute breaks the subsequent questionsISM-10269 
Web Service Request AdministratorsSOAP 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Approval GroupsAll Users1st 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 ReportsSelf 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 DetailsAll UsersPrint 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Global SearchAnalysts and AdministratorsMultiple 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 SearchAnalysts and AdministratorsGlobal search yielding multiple resultsISM-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- ExportAll Users CSV export of related tickets is not exporting all data ISM-402 
Users AdministratorWhen 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 SSUSSU unable to select organization in the Standard report when the SSU is related to a child organization.ISM-9853 
Ticket Center- Export All UsersPrint Ticket is not showing all activity log entries for Audit History.ISM-366 

Maintenance Hotfixes - April 2019

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Ticket CenterAll UsersMultiple ticket search in Global Search is partially working.ISM-597
Ticket CenterAll UsersSearching for a specific ticket shows multiple results.ISM-9813
SLA All UsersWhen SLA Warning is triggered, reminders are sent even after SLA is modified. ISM-352 

Maintenance Hotfixes - February 2019

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Web Service RequestAnalysts and AdministratorsSLA targets were getting applied on some tickets while not on a few other similar tickets.ISM-498
Rest APIAdministratorsIntermittent behavior in connection was observed while making a REST API call.ISM-538
Advanced Ticket CenterAnalystsThe 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 ImpactImpacted UsersDescriptionServiceaide Defect ID
Advanced ReportsAnalysts and AdministratorsSearch reports in "Advanced Reports" does not display the correct list of reports using filters, as the Search was included in both report name or descriptionDE7864
SLAAll UsersTicket 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 ISMDE7967 
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 UsersThe user was not able to see options under the Actions button when the initiation page was My Account, for certain browsersDE8010 
ISM Mobile App/Catalog Item All UsersTickets opened through the Mobile App were not applying all the data configured in the service catalog item mainly the Autoroute.DE8025
Ticket Details All UsersThe 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 ticketsDE8091 
Ticket Center All AnalystsClosed tickets were displayed even DAYS_TO_SHOW_CLOSED_TICKETS_IN_TICKET_CENTER is set to 0.DE8173

Maintenance Hotfixes - December 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Virtual agentAll UsersNewly added configuration to specify the Luma (Virtual agent) name to be shown in the ISM web widget.DE8083
SSO UsersAll UsersWhile 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 OutboundWebservice UsersWhile sending the multiline JSON in outbound web services had an issue with /n character not passed properlyDE8145

Opal Release - November 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Tickets & ApprovalsAnalysts and AdministratorsFirst Phase and Second Phase Approval is getting applied on the Task Ticket at the same time.DE7863
Process flowAdministrators'Next' button under 'Auto Assignment Rule' does not respond.DE7242
ApprovalsAll UsersNotification sent every 5 mins for change requests.DE7273
SLAAdministratorsSLA communication template limitation in SLA thresholdsDE7413
SLA All UsersSLA status doesn't change from Paused after an incoming email triggers the Ticket Status to Active for ANANADE7489
TicketsAnalysts and AdministratorsUnable to use Send as an email from worklogDE7528
TicketsAll UsersActivity history the data format is captured as epoch time(Unix time/ System date format) instead of DD/MM/YYYY or MM/DD/YYYY formatDE7616
SLAAdministratorsSLA has been changed to OLADE7708
ApplicationAll UsersLicensing issue - Multiple sessions recorded for users in International Speedway Corp (Slice: 40097)DE7716
FeedbackAll UsersFeedback Scheduled for Self-Service participants can't receive the feedback in Outstanding Items - DCC CloudDE7726
UsersAdministratorsWhen creating a user, it is not taking the default timezoneDE7777
Language CatalogAdministratorsNew words/phrases included in the Language Catalog are not translated.DE7826
Workflow ActionsAll UsersWorkflow Actions: Required Fields are not working.DE7911

Maintenance Hotfixes - October 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
TicketsAll UsersSLA communication template limitation in SLA thresholdsDE7413
ApplicationAll UsersWhen creating a user, it is not taking the default timezoneDE7777
Service FeedbackEnd UsersFeedback Scheduled for Self-Service participants can't receive the feedback in Outstanding Items when Anonymous feedback is selectedDE7726


Maintenance Hotfixes - September 2018

Areas of Impact Impacted UsersDescription Serviceaide Defect ID
Ticket DetailsEnd Users

Added support to make attachments as mandatory for SSU

DE7529

ApplicationAll Users

Added support for application URL with HTTP in the application

DE7477

Advanced ReportsAnalysts 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 UsersDescription Serviceaide Defect ID
Outbound WebservicesAdministrators

Added support for token replacement in outbound web services for the rest service call

US3173

Service Level ManagementAnalysts and Administrators

SLA status was not changing from the paused state after an incoming mail

DE7489

TicketAnalysts and Administrators

Send as email from worklog or using action menu option shows error

DE7528

North Star Release - August 2018

Areas of Impact Impacted UsersDescription Serviceaide Defect ID
Tickets Action MenuAnalysts and AdministratorsOn 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 ReportsAnalysts and AdministratorsThe 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 detailsAnalysts, 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 SLAsAnalysts and AdministratorsSome 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 pageAnalysts and AdministratorsThe 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 CenterAnalysts and AdministratorsSpanish dictionary has been updated while applying the filter in the Ticket Centre, and the label ‘Ombre’ has been changed to ‘Nombre'.DE6819
Advanced Ticket CenterAnalysts and AdministratorsIn 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 TargetsAnalysts and AdministratorsDuring 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 TargetsAnalysts and AdministratorsDuring 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
UsersAnalysts and AdministratorsOn 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 UsersDescription Serviceaide Defect ID
Ad-hoc ReportAnalysts and AdministratorsSearch Adhoc report not working for the localized languagesDE6533
TicketsAnalystsTicket Actions list dropdown was not getting refreshed  DE7182

Midas Release - May 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
TicketsAnalystsNot 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_STATUSDE5721
TicketsAnalystsIn certain slices taking a Workflow Action to change the CCTI on a ticket will not update the fieldsDE5828
Advanced ReportingAnalysts and AdministratorsTime-based filter using minutes not applying correctly to report after the component hotfixDE5748

Maintenance Hotfixes - April 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
ApplicationAll UsersImprove the performance of localization searchUS2653
ApplicationAll UsersDateTime custom attribute stores 'Blank' value and not NULL value in the backendDE5419
EmailAll UsersSUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING would treat terms with hyphen (-) as separate words and incorrectly handle emailsDE5769
Ticket Center All UsersSave & Exit on a ticket does not refresh Ticket CenterDE5803
TicketsAll UsersAuto close is not working for all ticketsDE5927
User ManagementAll UsersThe end user has permission but cannot change recordDE6062
Web ServicesAdministratorsAn issue occurred while creating Knowledge Articles through web service APIDE6090
Workflow ActionsAnalystsImprove performance on showing the list of workflow actions for analystUS2565

Maintenance Hotfixes - March 2018

Areas of ImpactImpacted UsersDescriptionServiceaide Defect ID
Knowledge ManagementAll UsersWhile creating a knowledge article, the 'Expires On' field did not save the article creation time (Hours/Minutes). DE5782
Ticket DetailsAll UsersDrag and drop feature for the attachments did not function when a ticket is opened using REPORTS> Ad hoc Report.DE5802
Ticket DetailsAnalysts and AdministratorsWhile 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 ManagementAdministratorsThe '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 CenterAll 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 ImpactImpacted UsersDescriptionServiceAide Defect ID
Ticket DetailsAll UsersWhile updating worklog in the Ticket Center, the page-down option in the text box did not function well.DE5392
Ticket CenterAnalysts and AdministratorsIf an approver was not associated with the ticket, automatic approval using workflow action was not functioning.DE5513
Ticket DetailsAnalysts and AdministratorsDate and Time fields in the Additional Information section in the Ticket Center stored 'Blank' value in the backend.DE5419
Service CatalogAll Users Field value in the Affected Service field in the Service Catalog was truncated.DE5602
Ticket Details  Analysts and AdministratorsCustom Attribute Name was truncated incorrectly on the Ticket Details. DE5663
Ticket DetailsAnalysts 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 UsersAn 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 AdministratorsThe 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 AdministratorsCustom 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 UsersApplication displayed empty content when language was changed to Deutsch (Deutschland).DE5714 

Maintenance Hotfixes - January 2018

Areas of ImpactImpacted UsersDescriptionServiceAide Defect ID 
Web servicesAdministratorsThe 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 UsersWeb 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
ApplicationDeutsch UsersThe 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 ImpactImpacted UsersDescriptionServiceAide Defect ID
 Advanced Reporting Administrators and AnalystsTime zone mentioned against Data Refreshed in any Advance Report was of UTC instead of Brazil Time zone. DE4471
Ticket CenterAnalystsAn error message was displayed when taking ownership of a ticket. DE4875
Advanced ReportingAdministrators and AnalystsDashboard time did not match with Report time. DE5192
TicketsAnalysts and AdministratorsTickets were getting violated incorrectly. DE5203
TicketsAll UsersCCTI Text search was not working properly in Portuguese language in the Ticket Details page. DE5296
TicketsAll UsersCSM was not handling email extensions and special characters in the Activity History, in Ticket Details. DE5323
 Ad hoc ReportsAdministratorsWhile executing Ad hoc report, an error message was displayed as "An unexpected error occurred while processing the requested operation". DE5350
 Application All UsersAfter rolling out the new themes, users were unable to access the application using internet explorer. DE5375
 Workflow Actions All UsersUsing a single quote in workflow actions didn't display the names in the workflow correctly. DE5384
 Approval RequestAdministrators 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 UsersSelf-Service users were unable to use the 'Copy to New' workflow. DE5398
 Bulk Upload Process AdministratorsA 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 AnalystsThere 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 workspaceAdministrators and AnalystsAn Issue related to the workflow action in the special function Assign to Group is fixed. DE5436
 Bulk Upload ProcessAdministratorsThere 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 AdministratorsADSync Utility failed to create or update users. DE5449

Maintenance Hotfixes - October 2017

Areas of ImpactImpacted UsersDescriptionServiceAide Defect ID
Configuration ParameterSelf 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 CenterAnalysts

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 servicesAnalystsThere 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 
 SLAAnalysts

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 ImpactImpacted UsersDescriptionServiceAide Defect ID
Bulk Process DataAdministratorsA 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 CenterSelf-service UsersThe 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
ApplicationAll UsersFixed 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 ReportingAll UsersUsers were unable to export the advanced reporting dashboard.300-82DE5209
Ad hoc ReportsAll UsersIn the Ad hoc Reporting page, the options listed in the Columns for Display section were not sorted alphabetically.100-5346DE5239
Role-based ViewsAdministratorsWhile 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.100-4986DE5176
Communication TemplateAdministratorsFor outbound notifications, the Message text box in the Communication Template page failed to incorporate texts with line breaks.300-120DE5225
Ticket WorkspaceAdministrators and AnalystsIn 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
ApplicationAll UsersWhen 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.100-5388DE5272
Service Catalogue ConfigurationAdministratorsThe 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 ParameterAdministratorsThe Administrators were unable to modify the value of MAX_ATTACHMENT_SIZE configuration parameter.100-5476DE5290
Advanced ReportingAll UsersUsers were unable to export the advanced reporting dashboard.
DE4897
New Service CatalogSelf-service UsersA self-service user was able to create incident tickets without using a catalog item. Now, the process is restricted.
DE4973

Jasmine Hotfixes

Areas of ImpactImpacted UsersDescriptionReference
UI ThemeAdministratorWhen the administrator selected Dark Blue from the My Theme page, the ServiceAide text was invisible from the logo after refreshing the application.F444
ApplicationAnalystsWhen 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 UsersInvalid 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 ImpactImpacted UsersDescriptionReferenceServiceAide Defect ID
TicketsAdministratorsUnable to delete an attribute in the Custom Ticket Attribute Template100-4956DE294475
AdministrationAll UsersSlice Refresh Is failing on slices with a large number of users
DE302713
All AreasAll UsersLocalization issues for Chinese language users

MobileAnalystsMagic link authentication fails when the customer has URL defense in place100-5226DE298407
Web ServicesWeb Services UsersIssue related to field transformation and properties not being set properly by Incident Web Service100-5307DE300880

Ivory - June 2017

Areas of ImpactImpacted UsersDescriptionReferenceServiceAide Defect ID
Action MenuAll UsersAction Menu Tooltip Truncated00665496DE274074
Action MenuAll UsersAction menu doesn't work until you scroll down to a certain part of the page00665488DE274110
ADSyncAdministratorsDuplicate records created after AD sync due to a mix of static and variable attributes in mapping00647383DE278332
ADSyncAdministratorsADSync fails with the Organization Unit (OU) created with Chinese characters
DE289923
Advanced ReportingAdministrators and AnalystsPercentage Calculation in Advance Report displays an incorrect value100-4661DE290147
Global SearchAll UsersDelay in displaying results from Global Search (Elastic Search) that causes a message "No Results Found" to be displayed temporarily00622448DE263601
Global SearchAnalysts and Self-Service usersNon-Administrator users receive an error when using Global Search (Elastic Search) with Organization Based Security turned on
DE270192
GroupsAnalystsSend Mail triggering emails to a group even when it doesn't have notification permissions00651966DE270654
Knowledge Base ArticlesAdministrators and AnalystsUnable to delete attachments from a Knowledge Base Article00666442DE274069
Language CatalogAdministratorsThe full catalog list is not shown in "Language Catalog" tab->Language Elements00654016DE270667
Outstanding ItemsAll UsersPortuguese language users unable to open tickets form the Outstanding Items Workspace00622197DE259089
Role Based ViewsAll UsersAfter removing the View and Edit options for Relate Tickets section from Role-based Views doesn't properly remove this functionality from all ticket screens00713064DE285312
Send MailAnalystsSending Email with attachments using Send Mail can create empty email body with the body as an attachment300-47, 100-4776DE293684
Service FeedbackAll UsersUsers receiving a large number of Service Feedbacks (Surveys) all at once00640008DE269836
TicketsAdministratorsCustom Ticket Attribute templates not displaying in a list00660149DE272464
TicketsAnalysts"Updated By" field on Ticket displaying incorrect support group00667350DE275951
TicketsAnalysts"Updated By" field showing wrong information in the ticket summary section
DE287036
TicketsAnalystsAuto-close functionality working inconsistently00621355DE263619
User ProfileAll UsersWrong message displayed when password expires00683373DE278526
Users, Groups, OrganizationsAdministrators and AnalystsAvailable groups showing incorrectly when organization based security is turned on00627998DE267978

Goldfish - January 2017

Areas of ImpactImpacted UsersDescriptionReferenceAgile Central ID (For ServiceAide Use Only)
Action MenuAdministratorCommon ticket actions are not displayed properly in some browsers.

00515322

DE241355

Advanced ReportingAdministrator and AnalystIn 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
CommunicationAdministrator and AnalystThe Send To field in the communication template is adding search text to the email address.

00358546

DE158916
All UsersAfter Firefly upgrade, notifications are displaying garbage characters in Spanish when organization-based HTML template is enabled.

00530684

DE242534

ConfigurationAnalystUnable to access the approval groups even after providing the permission using the navigation menu.

00496522

DE206514
AdministratorUnable 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 CatalogAdministratorSearching 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 WorkflowAdministrator and AnalystUnable to view mandatory fields in the process workflow, if there are more than 20 support group configured in the Applicable groups field.00510764

DE238072

ReportsAdministrator and AnalystWhile running standard reports, a gateway timeout error message when Trend Points is selected as parameter.

00382508

DE164913
Service CatalogAdministratorService catalog icons are not displayed while accessing through the SSO direct email address.

00595378

DE248253
TicketsAdministrator and AnalystUnable 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 UsersPressing the Tab key is skipping custom fields of the Hierarchical Tree type.

00600270

DE248799
Ticket CenterAdministrator and AnalystTicket badges are not displaying the proper count of tickets.

00581126

DE244055

Firefly - October 2016

Areas of ImpactImpacted UsersDescriptionReferenceAgile Central ID (For ServiceAide Use Only)
Asset ManagementAdministrator and AnalystBulk upload of assets data is causing Application performance issues.00380865

DE163191

 CategorizationAdministrator and AnalystFilters 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 TemplateAdministrator and AnalystUnable 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 AnalystUnable 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 00253393DE25704 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 AgreementsAdministrator and AnalystRenewed holidays from the previous year are not considered.00366783

DE160371

 Service Level Agreements and TicketsAdministrator and AnalystUnable 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 UserAn error is displayed when a Self-Service User saves a ticket that is open or locked by an agent.70007759DE23673
Administrator and AnalystThe 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 ManagementAdministratorUnable to add multiple users to a group because the multiple select option on different pages is not working.70003454 and 00254824DE24657 and DE29170
 Web ServicesAdministratorUnable to search the field person1_lv1_org_name using web services.00454298

DE201204

Dragonfly - March 2016

Areas of ImpactImpacted UsersDescriptionCauseReference
Advanced ReportingAll UsersIncorrect data is displayed in Times field in the exported file of a scheduled advanced report.--00247860
AnalystDuplicate records are displayed when a report is generated.The Advanced Reporting security configuration XML file is corrupted.00246678
Administrator and AnalystUser is unable to open the report when the permission is not granted to its corresponding Adhoc View.--00246545
Administrator and AnalystWhen a scheduled report is run or exported, the report does not display the date and time when the report has run.----
Asset DiscoveryAdministratorUnable to start the Asset Discovery and processor service.This error occurs when the license type is changed to self-service for NAM users.00269181
OrganizationsAdministratorUnable to see full Organization hierarchy while searching for Organizations.--70006040
AdministratorUnable 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 CatalogAdministratorUnable to create service catalog item as the Defined attributes section is empty.--00280169
Service Level TargetsAll UsersIn Spanish, the Task Assigned to Individual Notification and SLA Approaching Breach notifications are sent in English.--00246545
AdministratorInvalid 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
TicketsAdministrator and AnalystPerformance issue while searching tickets for relating tickets.The query to search tickets is not optimized.70008125
All UsersTicket that is created by an Agent from the Scratchpad remains locked for other Agents even after agent closes the application.--00249829
All UsersInvalid data is displayed in Last Closed date under Ticket Summary.--70004281
AdministratorAn 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 AnalystPerformance issue while searching for related items for a Configuration ItemUnrelated queries are triggered while searching for related items for a Configuration Item in the global search.70008127
All UsersBusiness Segment Field of the contact profile is invisible under the User profile from Ticket.--70006932
Administrator and AnalystThe related ticket count on the CI includes resolved tickets, but in lookup the resolved tickets are not displayed.--70004822
Administrator and AnalystUnable 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 AnalystThe 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 AnalystUnable to approve tickets through emails.--00255447
Administrator and AnalystUnable 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 UsersError 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 UsersUnable to open Incident tickets.The query to open Incident tickets is not optimized.00267772
AdministratorUnable to modify or update the value in Employee ID Under View Contact Profile of a ticket.--00255918
AdministratorSchedule 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 UsersFor tickets, the Last Resolved field is displaying wrong date format in Ticket Summary panel.--00271525
User ManagementAnalystAnalyst with password permission is unable to reset password for other users.--7000049
AdministratorSort and Search functionality on the Users tab under Organizations is not working properly.--70003982
AdministratorAn error message is displayed when clicking Categorizations under Tools.--00260674
AdministratorUnable 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 ImpactImpacted UsersDescriptionReference
Advance ReportingAdministratorUnable to view the selected days under Schedule Reports page.70003993
Service CatalogAll UsersThe frequently used service catalog items in non-English interface are displayed in alphabetical order instead of popularity.00319529
TicketsAdministrator and AnalystEmails are not delivered to assigned groups, when a task ticket is created using service catalog (task) template.00323194
TicketsAnalystUnable 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 ImpactImpacted UsersDescriptionReference
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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