Let’s dive into the key highlights, introduced, and a few fixed issues to keep an eye on. Every update brings something new, with a focus on enhancing the experience!
The following section provides fixed issues and improvements in Apex Aspen Q1 Patch 7 release.
Key Highlights
Multi Department Ticket Management
User Persona: End User
Right Department. Right Access. Smarter Ticket Management with AIW!
AIW now enables end users to seamlessly create, manage, and track Incident (IM) and Service Request (SR) tickets with intelligent department-aware routing and secure access control.
This ensures that ticket operations follow backend department configurations while maintaining strict access governance, secure visibility, and accurate department-based operations within AIW conversations.
Faster Ticket Routing
Ensures tickets are routed to the correct department quickly and accurately.
Enhanced Security & Governance
Applies department-level access controls for secure ticket and asset management.
Reduced Operational Overhead
Minimizes manual reassignment and improves operational efficiency.
Personalized AIW Experience
Delivers department-specific interactions and workflows within AIW.
Controlled Data Visibility
Restricts access to authorized tickets, assets, and reporting data only.
For more information, refer to Multi Department Ticket Management.
RDP/Teams Authentication Mode
User Persona: Administrator
Secure Token Generation for Password-Based Teams Meeting Operations
AIW now supports Password Mode Token Flow for Microsoft Teams runtime meeting operations, enabling the system to generate Microsoft Graph access tokens when AuthType is configured as Password.
Runtime Token Automation
Automatically generates Microsoft Graph access tokens at runtime based onAuthType = Password, reducing manual authentication handling during Teams meeting operations.Secure Delegated Meeting Access
Enables meeting actions to be performed on behalf of the configured organizer account while ensuring credentials are handled securely and not exposed in logs or responses.
For more information, refer to RDP/Teams Authentication Mode.
Fixed Issue
The following is the fixed issue in this release.
Issue ID | Issue Description | Resolution |
|---|---|---|
187326 | Application continuously triggered No Action Taken emails, resulting in a loop. This issue occurred in mail-to-ticket scenarios where the parsing mailbox was configured as an invalid email ID. When an email was sent from the parsing mailbox to itself, the system treated it as an invalid sender and triggered a No Action Taken response. Since the caller was the same parsing mailbox, the response email re-entered the parser and repeatedly triggered the same notification, causing an infinite loop. | Application do not trigger No Action Taken emails when the sender (caller) is identified as the parsing mailbox configured as an invalid email ID, thereby preventing the repeated reprocessing and breaking the loop condition. |
185331 | The total ticket count displayed in the IM Details Dashboard of the Report Module was inaccurate due to a data sync issue. | The total ticket count in the IM Details Dashboard is synced and displayed accurately. |
185140 | The report “Incident CSAT Trend by Workgroup” did not display clear data and was not showing the expected average rating for each workgroup. | Correct data is now populating in the “Incident CSAT Trend by Workgroup” report, and the average ratings are displayed as expected for each workgroup. |