Unable to fetch attachments through the API as all download attempts had failed.
Prerequisites:
Configure Sub Form and add File Upload control.
Raise an SR with the required details.
Steps:
Log in to the application as an Admin.
Navigate to Service Management > API Hub > Explorer.
Click Get Attachment (GET) and enter the required details.
Click Send.
Attachments are being fetched successfully through the API, and downloads are functioning as expected.
175945
In Knowledge Base Form Category and Classification name were reflecting the ID instead of the name.
Steps:
Log in to the Application as an Analyst.
Navigate to Knowledge > Manage Knowledge Records. List page is displayed.
By default, IT Tenant tab will be selected.
Click on the Article ID hyperlink to view the Knowledge Article.
Verify if the Tenant, Classification, and the Category details are displayed.
Click Cancel.
Repeat the steps for Human Resource Tenant and verify.
In the Knowledge Base Form Category and Classification names are reflecting with the names.
172829
System was displaying the following error message:
“Invalid Request.”
Steps:
Log into the application as an Apex Designer.
Select the application as Service Request.
Navigate to Designers > Business Rule Designer. The Business Rule List page is displayed.
Click the ID hyperlink to open the Business Rule.
Deactivate the Business Rule using Active toggle switch under General step.
Select Maintenance under Publish tab of Publish step.
Click Update.
Business Rule status is changing to Maintenance without any error.
175040
The Requestor field value was not populated when the ticket was converted from an Incident to an SR.
Steps:
Log in to the Apex application as an Analyst.
Navigate to Incidents > Manage Incidents > Manage Incident List.
The Manage Incident List page is displayed.
Click the existing Incident ID hyperlink.
Navigate to the Links tab, click Create, and select Service Request.
An SR record is opened in a new tab.
Under the General tab, verify whether the Requestor value is populated.
The Requestor field populates when the ticket is converted from an Incident to an SR.
174942/175729
On the SR ID details page, the Requestor value was not populated in the Requestor dropdown, although it was reflected in the user card.
Steps:
Log in to the Apex application as an Analyst.
Navigate to Incidents > Manage Incidents > Manage Incident List.
The Manage Incident List page is displayed.
Click the existing Incident ID hyperlink.
Navigate to the Links tab, click Create, and select Service Request.
An SR record is opened in a new tab.
Under the General tab, verify whether the Requestor value is populated.
The Requestor value is populated in the Requestor dropdown on the SR ID page.
172829
The Requestor’s value was not getting populated under the Requestor drop-down.
However, the data was getting reflected in the User Card accurately.
Steps:
Log in to the Apex application as an Analyst .
Select the application as Service Management.
Navigate to Incident > Manage Incident. The Manage Incident list page is displayed.
Click on the ID hyperlink.
Navigate to Links tab and click Create - Service Request.
An SR record will be opened in new tab.
Verify whether the value under Requestor field.
The Requestor’s value is getting populated under the Requestor drop-down.
Known Issues in Crescendo 6.3.1.1 Patch 10
Issue ID
Issue Description
Scenario
Resolution
84144
Users are not able to create the duplicate Priority Matrix.
Steps:
Login to the application as an Application Designer.
Select Service Management application.
Click on settings icon and select the Module as Problem.
Navigate to Configuration > Priority Matrix.
Select already existing field value for the Impact, Urgency, Priority fields.
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:
Login to the application as an Analyst.
Navigate to Service Management > Incidents > Manage Incidents.
Click New button on the list page.
Fill all the mandatory details.
Upload the file in Attachment field.
Click on Save button.
Access the same created by clicking on ID hyperlink.
Navigate to Links tab and click on Create button and select the module for which form relation is configured (Example: INC to SR.)
Verify the uploaded file in Attachment field.
Click Save button and verify whether user can save the Target Form (SR).
Verify the toast message.
NA
79372
Users are experiencing alignment issue in the Create tab of Links tab in the Form Designer.
Steps:
Log in to the application as an Application Designer.
Navigate to Service Management > Design Studio > Select Module as Incident > Form Designer.
Select Manage Incidents form and place the form in Maintenance.
Navigate to Design Form step.
Click on the gear icon of Links tab.
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:
Log in to Apex application.
Select Service Management application.
Navigate Problem > Manage ProblemRecord. The Manage Problem Record List page is displayed.
Click existing PR ID and navigate to Links tab.
Select Incident or SR. The Link pop-up appears.
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:
Log in to the Apex application.
Navigate to Settings > Design Studio > Application > Notification Parser. The Notification Parser List is displayed.
Click New and fill in all mandatory fields.
Navigate to the Parser Content step. Fill in all required Line Form entries.
To add or update form data, select the relevant line form and configure the Define Keys.
Select Define Conditions step.
N/A
78560
Onlyoneemail was converted into a ticket. The remainingemails were not processed or converted.
Prerequisites:
API Configuration is set up
Mailbox is configured correctly
Notification Parser is configured
Steps:
Log in to the application as an Admin.
Navigate to Design Studio > Application > Scheduler.
Filter and locate the Scheduler configured during Mailbox setup.
Click Scheduler run immediately and refresh until the job displays Success.
Login as an Analyst.
Navigate to Manage Incident List page.
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:
Log in to the application as an Application Designer.
Navigate to Application Tile > Notification Parser.
Click the ID hyperlink of Mail to Incident parser from the list.
Click Parser Content step and delete all the Line Form entries that were previously added.
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:
Log in to the application as an Application Designer.
Navigate to Application Tile > Mailbox Configuration.
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:
Log in to the application as an End User.
Navigate to My Incidents and raise an incident.
Log in to the application as an Analyst.
Click on the above-created Incident ID hyperlink. The Incident Details page is displayed.
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:
Login to the application as an Analyst.
Navigate to Service Management > Incidents > Manage Incidents. The Manage Incidents - List page is displayed.
Click New from the Manage Incidents - List page.
Enter the required details and attach the file in Attachment field one by one with file up to 24MB.
Verify the field level inline which will be displayed.
N/A
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