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    Crescendo 6.3.1.1 Patch 13
    • 11 Sep 2025
    • 9 Minutes to read
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    Contents

    Crescendo 6.3.1.1 Patch 13

    • Updated on 11 Sep 2025
    • 9 Minutes to read
    • Print
    • PDF
    Article summary

    New Features

    There are no new features for this release. 

    Fixed Issues

    Issue ID

    Issue Description

    Scenario

    Resolution

    176485

    Workgroups that were enabled only for SR and Workorder were displayed in the Incident module.

    Steps:

    1. Log in to the Apex application as an Analyst.

    2. Select the Service Management application.

    3. Navigate to Incidents > Manage Incidents. The Manage Incidents List page is displayed.

    4. Select any Incident ID hyperlink.

    5. On the Manage Incident Details page, go to Assigned To tab and open the Workgroup dropdown list.

    6. Verify that the Workgroup dropdown list excludes workgroups configured for SR.

    Workgroups enabled only for SR and Work Order are no longer displayed in the Incident module.

    176674

    On the Analyst Dashboard, under the My Score section, Earned Achievements were not visible, and Tenant Rank and Workgroup Rank were not clickable.

    Steps:

    1. Log in to the Apex application as an Analyst.

    2. By default, the Analyst Dashboard page is displayed.

    3. Navigate to the My Score tab on the Analyst Dashboard.

    4. Verify that Tenant Rank and Workgroup Rank are clickable.

    5. Verify that Earned Achievements are visible.

    On the Analyst Dashboard, under the My Score section, Earned Achievements are now visible, and Tenant Rank and Workgroup Rank are clickable.

    175990

    User was unable to modify the workgroup to different module or any changes on the workgroup.

    Steps:

    1. Log in to the application as an App Designer.

    2. Select the application as Service Request.

    3. Navigate to Service Management > Workgroup. The Workgroup Details page is displayed.

    4. Select the Module(s) under the Email Configuration tab.

    User is able to modify the workgroup to different module or any changes on the workgroup.

    176394

    After updating a Notification, Business Rule, etc., the list view sometimes ignored the selected filter — was showing all records instead of, for example, only active ones.

    Steps:

    1. Create a Default View.

    2. Click on the ID link of Business Rule Designer.

    3. Perform some changes and navigate back to the list page.

    4. Verify if the filter is applied and appropriate records are displayed.

    After updating a Notification, Business Rule, etc. , the list view apply the selected filter.

    176085

    Notifications were not triggering always.

    Prerequisite

    Workflow should be configured with 2- 3 Notification Components in series.

    Steps:

    1. Login as an End User and raise an SR for which workflow is configured with 2-3 Notification Components.

    2. Workflow will be triggered.

    3. Verify whether all the Notifications are triggered.

    Notifications are triggering always.

    177505

    In the catalog form, Single Choice fields using the User reference as a data source (for Requestor’s city and country) were not functioning correctly when accessed via the API.

    Steps:

    1. Navigate to Form Designer and click New.

    2. Create a new form and add a Single Choice field.

    3. Configure the Single Choice field with the following:

      Data Source: Table

      Table: Platform User

      Layer: City

      Parent: Requestor

      Filter Column: Unique ID

    4. Click Save to save the form.

    5. Observe the field value when accessing via API.

    In the catalog form, Single Choice fields using the User reference as a data source (for Requestor’s city and country) are functioning correctly when accessed via the API.

    177154

    When a SR was raised for a specific Catalog for a CR, the Urgency, Impact, and Priority fields in the CR were not updated according to the selected SR.

    Steps:

    1. Log in to the Apex application as an Analyst.

    2. Navigate to Service Request > Manage Service Requests.
      The Manage Service Requests – List is displayed.

    3. Click New and enter the required details.

    4. Click Save.

    5. Navigate to the CR and check the Urgency, Impact, and Priority fields.

    The values in the Urgency, Impact, and Priority fields are displayed without any issue.

    175899

    On the SR Details page, you can view multiple SRs attached to a single Work Order.

    Steps:

    1. Log in to the Apex application as an Analyst.

    2. Navigate to Service Request > Manage Service Requests.
      The Manage Service Requests – List is displayed.

    3. Click SR ID hyperlink from the list.

    4. Click Links tab and view the attached SRs in the Work Order tab.

    The Work Order tab in Manage Service Requests – List page,  attaches SRs up to the designed limit.

    177016

    On the Incident Details page, the Requestor field (Search User) did not work as expected.

    Prerequisite:

    Grant access to all workgroups except the Master Workgroup for the HR tenant.


    Steps:

    1. Log in to the Apex application as an End user.

    2. Navigate to Incident > My Incidents.

    3. Click New from the Incident List page.
      The My Incidents – Details page is displayed.

    4. Select a Tenant from the dropdown.

    5. In the Requestor field, search and try to add new Requestor.

    You can select a new requestor in the Requestor field without any issues, and the field is working as designed.

    177242

    In the Mail to Ticket functionality, if an email contained an attachment larger than 4 MB, the ticket was not created.

    Prerequisite:

    Configure IMAP Configuration and Parsing rules in the IMAP enabled mailbox.

    Steps:

    1. Log in to the Apex application as an Analyst.

    2. Navigate to Service Request > Manage Service Requests.
      The Manage Service Requests – List is displayed.

    3. Click SR ID hyperlink from the list.

    4. On the Attachment field of General tab.

    5. Click Send Email and add recipient with Body text.

    6. Click Submit.

    The Mail to Ticket functionality is working as designed.

    176922 / 176923

    Catalog URL was not working for end users in the production environment.

    Steps:

    1. User login type is SSO login.

    2. We are directly opening a Catalog.

    3. Application is redirected to SSO login page.

    4. Validate after logging in to the application, it should open the Catalog which was opened from the URL instead of redirecting to end user dashboard.

    Catalog URL is working for end users in the production environment.

    176205

    Users were not able to update SR Workgroup though API.

    Steps:

    Update the Workgroup for the existing ticket and it mut have a tenant other than Information Technology.

    Users are able to update SR Workgroup though API.

    176471

    Users were not able to update/create a record with BU field with other than Marketing value through API.

    Steps:

    Update the BU field for the existing ticket other than Marketing value.

    Users are able to update/create a record with BU field with other than Marketing value through API.

    Known Issues

    Issue ID

    Issue Description

    Scenario

    Resolution

    84144

    Users are not able to create the duplicate Priority Matrix.

    Steps:

    1. Login to the application as an Application Designer.

    2. Select Service Management application.

    3. Click on settings icon and select the Module as Problem.

    4. Navigate to Configuration > Priority Matrix.

    5. Select already existing field value for the Impact, Urgency, Priority fields.

    6. Verify the Priority Matrix configuration.

    NA

    79411

    User is not able to save the Target Form created through Form Relation when multiple files are attached in the Source Form.

    Steps:

    1. Login to the application as an Analyst.

    2. Navigate to Service Management > Incidents > Manage Incidents.

    3. Click New button on the list page.

    4. Fill all the mandatory details.

    5. Upload the file in Attachment field.

    6. Click on Save button.

    7. Access the same created by clicking on ID hyperlink.

    8. Navigate to Links tab and click on Create button and select the module for which form relation is configured (Example: INC to SR.)

    9. Verify the uploaded file in Attachment field.

    10. Click Save button and verify whether user can save the Target Form (SR).

    11. Verify the toast message.

    NA

    79372

    Users are experiencing alignment issue in the Create tab of Links tab in the Form Designer.

    Steps:

    1. Log in to the application as an Application Designer.

    2. Navigate to Service Management > Design Studio > Select Module as Incident > Form Designer.

    3. Select Manage Incidents form and place the form in Maintenance.

    4. Navigate to Design Form step.

    5. Click on the gear icon of Links tab.

    6. Click on Create tab and verify the alignment of add icon '+'.

    NA

    171982

    The Problem Record status is not reflected on the linked Incident or Service Request, and the Parent-Child option is missing in the Link popup.

    Steps:

    1. Log in to Apex application.

    2. Select Service Management application.  

    3. Navigate Problem > Manage Problem Record. The Manage Problem Record List page is displayed.

    4. Click existing PR ID and navigate to Links tab.

    5. Select Incident or SR. The Link pop-up appears.

    6. In the pop-up, select the Parent-Child relationship from the dropdown.

    NA

    79887

    The Define Conditions step in the Notification Parser displays UI alignment inconsistencies and text translation issues after configuring line forms and define keys.

    Steps:

    1. Log in to the Apex application.

    2. Navigate to Settings > Design Studio > Application > Notification Parser. The Notification Parser List is displayed.

    3. Click New and fill in all mandatory fields.

    4. Navigate to the Parser Content step. Fill in all required Line Form entries.

    5. To add or update form data, select the relevant line form and configure the Define Keys.

    6. Select Define Conditions step.

    N/A

    78560

    Only one email was converted into a ticket. The remaining emails were not processed or converted.

    Prerequisites:

    1. API Configuration is set up

    2. Mailbox is configured correctly

    3. Notification Parser is configured

    Steps:

    1. Log in to the application as an Admin.

    2. Navigate to Design Studio > Application > Scheduler.

    3. Filter and locate the Scheduler configured during Mailbox setup.

    4. Click Scheduler run immediately and refresh until the job displays Success.

    5. Login as an Analyst.

    6. Navigate to Manage Incident List page.

    7. Verify if the tickets are created for all sent emails.

    N/A

    79604

    In the Notification Parser, a warning message for mandatory values displays even though all values are entered.

    Prerequisite:

    A Filter is configured in the Define Condition step under Parser Content, where the User-Defined Key is set to Symptom, the Operator is Set to contains, and the value is set to Automation.

    Steps:

    1. Log in to the application as an Application Designer.

    2. Navigate to Application Tile > Notification Parser.

    3. Click the ID hyperlink of Mail to Incident parser from the list.

    4. Click Parser Content step and delete all the Line Form entries that were previously added.

    5. Observe that the filter in Define Conditions remains and click Next.

    N/A

    79461

    In the Mailbox Configuration, the warning message 'You have not entered all mandatory value(s).' displays even though all mandatory values are provided in the mail to create a ticket using the API.

    Steps:

    1. Log in to the application as an Application Designer.

    2. Navigate to Application Tile > Mailbox Configuration.

    3. Click New and enter the required details. Click Next in the Configuration and Rules steps.

    N/A

    79328

    The value is not getting binded for ‘Tree View’ control.

    Steps:

    1. Log in to the application as an End User.

    2. Navigate to My Incidents and raise an incident.

    3. Log in to the application as an Analyst.

    4. Click on the above-created Incident ID hyperlink. The Incident Details page is displayed.

    5. Observe the value for Category field.

    N/A

    79412

    On the Manage Incidents – Details page, a field-level inline message displays when the user uploads multiple files one after another in the Attachment control. However, the inline message does not display when the user uploads multiple files simultaneously.

    Steps:

    1. Login to the application as an Analyst.

    2. Navigate to Service Management > Incidents > Manage Incidents.
      The Manage Incidents - List page is displayed.

    3. Click New from the Manage Incidents - List page.

    4. Enter the required details and attach the file in Attachment field one by one with file up to 24MB.

    5. Verify the field level inline which will be displayed.

    N/A

    90353

    In the User Incident Details page, for Category and Classification fields the value is not getting binded.  After page refresh the value gets binded.

    Prerequisite:

    Incident should be created.

    Scenario 1:

    1. Login as End User and navigate to My Incidents list page.

    2. Click on the Pending tab and then click on In Progress tab.

    3. Click on the ID link of the record.

    4. Verify whether the value is populated for Category & Classification fields.

    Scenario 2:

    1. Login as End User and navigate to My Incidents list page.

    2. Click on the ID link of the record.

    3. If the value is populated for Category & Classification field, then follow the below step.

    4. Click on the Update Incident icon.

    5. Enter the Message and click on Save button.

    6. Then, verify whether the value is populated for Category and Classification fields.

    N/A

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