Release Notes Apex v2.0-Phase 1.3

Let’s dive into the key highlights, exciting improvements introduced, and a few known issues to keep an eye on. Every update brings something new, with a focus on enhancing the experience!

The following section provides key highlights and known issues in Apex 2.0 - Phase 1.3 release.

Key Highlights

Our team’s been on the move, polishing the UI and adding smarter functionality to power up your daily grind. Curious about What’s New? Dive in and explore the latest highlights - they are too good to miss!

Alerts and Reports - Let your reports notify you before you need to check them

User Persona: Analyst with report access

Do you constantly revisit ITSM reports just to see if ticket volumes, SLA breaches, or key metrics have changed? What if the insight came straight to you?

Alerts and Notifications in Reports lets you automate email alerts and report updates based on your own query conditions—right from the UI, with no API required.

As an Analyst, you rely on timely insights to monitor trends, SLAs, and performance metrics. Instead of repeatedly reopening reports to check what changed, Alerts and Reports ensures the right updates reach you at the right time—without manual effort.

Set it up once and stay effortlessly informed.

✅ Perks at a glance

Automated Email Delivery
Send reports or charts directly to selected recipients—no manual downloads needed.
Smart, Condition-Based Alerts
Trigger notifications only when defined data conditions are met (e.g., SLA ≥ threshold, volume spikes).
Flexible Scheduling Options
Receive snapshots daily, weekly, monthly, or at custom intervals.
Export in Multiple Formats
Generate and deliver dashboards or charts as PDF, CSV, or image exports.
Zero Coding, Zero API
Everything is configurable from the UI—simple, intuitive, and analyst-friendly.

For more information, refer Alerts and Reports.

Reporting API - Discover DN Schemas, fetch tables, and plug your data into any BI tool—instantly

User Persona: Admin

The Reporting API introduces a secure and flexible way to retrieve DN reporting tables, their corresponding schema, and table data—making it easier than ever to integrate with external analytics solutions such as Power BI, Microsoft Graph, or any BI platform of your choice.

✅ Perks at a glance

Identify available DN Table Schemas for reporting
Discover Column Names and Data Types
Fetch Table Data on demand
Use custom queries (including joins) to retrieve data tailored to specific analytical needs

Whether you're building dashboards or running exploratory analysis, the Reporting API puts structured, ready‑to‑use data right at your fingertips.

See, what’s new in Reporting API.

Reporting Access Sync - One click, Unified Access

User Persona: Admin

The new Reporting Access Sync feature introduces automated synchronization of reporting users between the Reporting System and the Apex database. This enhancement reduces manual effort, ensures data consistency, and strengthens overall system reliability by addressing previously reported bugs.

✅ Perks at a glance

🔄 Automatic Sync	Reporting users are synchronized with Apex in one click
✅ Data Consistency	Unified user records across Reporting DB and Apex DB
⚡ Reduced Manual Effort	Eliminates repetitive updates and corrections
🛡️ Improved Reliability	Bug fixes enhance stability and trustworthiness
📊 Streamlined Operations	Enables smoother workflows for reporting and analysis

See, what’s new in Reporting Access Sync.

Smart Mail Parsing - Let AI Route the Intent

User Persona: Admin

Move beyond manual configuration rules and let AI determine the true intent of incoming emails. The Smart Intelligent Mail Parser automatically analyzes message content and identifies whether it belongs to an Incident, Service Request, or Call—ensuring accurate classification and faster routing.

Simply enable the Smart check box to activate AI-driven parsing and intelligent ticket creation.

✅ Perks at a glance

AI-powered intent detection from email content
Enhanced agent productivity and response time
Automatic classification into Incident, Service Request, or Call

See what’s new in Application Settings, Notification Parser.

Global Tenant Theme - One Brand, Everywhere

User Persona: Admin

Bring harmony to your platform’s visual identity with the Global Tenant Theme. Turns scattered Tenant interfaces into one polished, harmonious brand presence.

This feature empowers administrators to centrally define and manage themes across multiple Tenants, delivering a polished, consistent experience everywhere.

✅ Perks at a glance

One place to control branding across all Tenants
Consistent branding and visual identity platform-wide
Automatic logo inheritance from the Application Logo

See what’s new in Configure Theme.

Asset Dashboard — See the Bigger Picture. Act with Precision

User Persona: Analyst/Approver

Meet your unified Asset Summary Dashboard with a centralized Asset experience, insight-rich tabs, and one-click drill-downs to detailed reports, so teams can monitor, prioritize, and act faster while simplifying everyday asset operations.

Gain a real-time, centralized view of all asset categories—Fixed Assets, Consumables, Accessories, Software, and Contracts—through a single, intuitive interface.

✅ Perks at a glance

Actionable insights for faster decisions
Improved operational control and planning
Reduced manual tracking and reporting effort

See what’s new in Asset Dashboard.

GDPR made effortless - Your data, your control, compliance made seamless

User Persona: End Users

The GDPR Consent Form ensures end users provide explicit approval for storing and sharing their personal data (e.g., email, login ID, contact details, location fields, and role) with authorized Analysts and Admins. This supports compliance with the EU’s General Data Protection Regulation (GDPR). All listed fields are securely stored in encrypted form. First‑time users must accept the consent before accessing the Apex application.

It also strengthens application security and blocks all access, until consent is confirmed.

✅ Perks at a glance

No sensitive data is sent, before GDPR acceptance.
Users must accept GDPR Terms before accessing any feature.
Prevents any bypass, by enforcing server-side app security.
Prevents attempts to skip or hide the consent form.

For more information, see GDPR Consent Form.

Notifications & Bulletins – Keep Users Informed, Instantly

User Persona: Admin

The Notifications & Bulletins feature enables administrators to configure automated communication channels—including email notifications, bulletin messages, and intelligent parsing—to ensure users receive the right information at the right time. Whether it’s sending templated system emails, automatically parsing incoming messages, or displaying outage/maintenance updates on dashboards, Notifications & Bulletins streamline communication across the entire platform.

All configuration options—Mailbox, Notification Parser, Notification Templates, and Bulletin Board—are located under Admin > Notifications, ensuring simple, centralized management.

✅ Perks at a Glance

Configurable Notification Templates
Intelligent Notification Parsing
Flexible Mailbox Integration
Bulletin Board for User Communication
Enhanced Mail Parsing

For more information, refer Notification Template, Notification Parser and Bulletins.

Import / Export – Move Data In and Out Effortlessly

User Persona: Admin

The Import/Export feature allows administrators to seamlessly transfer configuration data across environments—saving time, reducing errors, and ensuring consistent setup. Whether you're promoting configurations from QA to Production, onboarding new customers, or backing up critical settings, the Import/Export utility provides a simple and reliable way to export existing data and import it into another Tenant.

✅ Perks at a Glance

One-click Export of configuration data
Streamlined Import with Validation
Supports multiple modules

For more information, refer Import / Export.

SSO Configuration – Seamless, Secure Access for Every User

User Persona: Admin

The SSO Configuration Wizard delivers a streamlined way to integrate Single Sign‑On (SSO) with your enterprise identity provider—enabling users to authenticate effortlessly using their existing corporate credentials. Whether your organization uses ADFS, Azure AD, Okta, Ping Identity, or any other SAML‑compliant provider, the wizard guides administrators through a structured setup process to establish secure, policy-driven access.

Once configured, users are redirected automatically to your organization’s SSO login page, eliminating password fatigue, improving security posture, and ensuring a unified authentication experience across the application.

✅ Perks at a Glance

Strengthened Security with Centralized Authentication
Fast, guided setup via SSO wizard
Role and Attribute Mapping made easy
Supports multiple Authentication modes
Full SAML 2.0 Compliance

For more information, refer SSO Configuration

Service Automation – Workflow‑Based License Model (New Licensing Experience)

User Persona: Admin

From Apex 1.3 onwards, Service Automation introduces a Workflow‑Based License Model, replacing the traditional execution‑based license approach. This enhanced licensing framework applies licenses at the workflow level within the Apex application, offering improved visibility, consumption accuracy, and administrative control.

✅ Perks at a Glance

Workflow-centric licensing for better transparency
Real-time License visibility
Configurable 100% usage notifications
Seamless backend support through enhanced execution service
Workflow License History for Audit and Compliance

For more information, refer Service Automation v8.2

Integration Hub OOB Use Cases – Connect, Sync, Automate

User Persona: Admin

The Integration Hub delivers ready‑to‑use, bi‑directional connectors that simplify how SymphonyAI interacts with your enterprise systems. With pre‑built mappings, event‑based triggers, and secure API connectivity, organizations can automate cross‑platform workflows without custom development.

Whether you're syncing work items with Jira, exchanging tickets with ServiceNow, or onboarding employees through BambooHR, Integration Hub ensures smooth, reliable, and intelligent data exchange.

✅ Perks at a Glance

Jira ↔ SymphonyAI (Bi‑Directional Ticket & Work Item Sync)
SymphonyAI ↔ ServiceNow (Bi‑Directional ITSM Exchange)
BambooHR → SymphonyAI (Automated HR‑Driven User Onboarding)

For more information, refer Integration Hub - OOB Use Cases.

AIW – Unified Knowledge, Smarter Answers

User Persona: End User / Analyst

AIW enables AIW to deliver fast, accurate, and contextual responses by intelligently retrieving knowledge from Apex Knowledge Articles and SharePoint repositories.With a unified RAG‑based (Retrieval Augmented Generation) knowledge engine, AIW eliminates information silos and ensures users receive reliable, source‑backed answers—without navigating multiple systems.

EKM enhances self-service efficiency, reduces support load, and elevates the quality of AI‑driven assistance across the enterprise.

✅ Perks at a Glance

Unified Knowledge Access (Apex + SharePoint)
Apex Knowledge Articles (KAs)
SharePoint document libraries
Natural Language Enterprise Search

For more information, refer Enterprise Knowledge Search.

Native In‑App AI – Built‑In Generative Intelligence for Every User Action

User Persona: End User / Analyst

The Native In‑App AI brings contextual Generative AI assistance directly inside the application, allowing users to create, interpret, summarize, and accelerate tasks without leaving the workflow. Unlike external bots or standalone chat tools, this feature injects generative capabilities natively into UI components such as forms, editors, ticket screens, knowledge views, and list pages—providing a seamless and intelligent user experience.

✅ Perks at a Glance

AI-Assisted Content Creation
Context-aware Suggestions
Instant summaries and explanations
Generate knowledge
Secure, Tenant aware and controlled

For more information, refer In-app AI.

Intune Connector – Discovery and Inventory Synchronization

User Persona: End User / Analyst / Admin

The Intune Connector integrates Microsoft Intune with the Asset Management system to automatically synchronize managed device data using the Microsoft Graph API.

✅ Perks at a Glance

Real-Time Visibility
Smart Auto Allocation
Seamless Intune Integration
Improved Audit Readiness
Faster Ticket Resolution

For more information, refer Intune Configuration.

Advanced SAM and Asset Management Reports

Introduces the following reports to enhance reporting coverage across Advanced SAM and IT Asset Management (ITAM):

These reports provide improved visibility into asset allocation, compliance tracking, and operational reporting for ITSM teams.

Report Renaming

The following report was renamed to improve clarity and alignment with current terminology:

Previous Name	New Name
AM_Variance Report - Allocated User Variance by Last Logon	Allocated User Variance Report

Note
The report functionality remains unchanged. Only the display name has been updated.

Deprecated Reports

The following reports were deprecated:

AM_Hardware Normalization Summary & Details
AM_ Variance Report - Allocated Assets For Inactive Users

Merged Releases

Code changes from the following releases are incorporated to Apex 2.0 - Phase 1.3 release:

Code merge from Apex 2.0 V1.2 (18thNov) to Apex 2.0 (v1.3)
Code merge from Elbrus SP3 HF11 Patch 13 to Apex 2.0 (v1.3)

Additional Notes

Quick hits before you move on!

Note
IMS - (Only Classic Mode on) is supported for On-Premises environment.
AIW - is not supported on On-Prem for Apex v1.3.
Performance benchmarking is applicable only to cloud deployments.

The following section provides details of known issues in Apex v2.0 - Phase 1.3 release:

Fixed Issues

There are no fixed issues for this release.