Crescendo 6.3.1.1 Patch 3

172472

The submitted feedback was not getting saved in the system.

Steps:

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

2. The Analyst closes the incident.

3. Log in to the Apex application as an End User.

4. Click Incident ID hyperlink. The Incident ID details page is displayed.

5. Click Provide Feedback icon. The Provided Feedback pop up is displayed.

6. Provide the feedback and click Save.

The submitted feedback is saved in the system.

172109

Users were experiencing page load delay when attempting to modify filter set with multiple conditions on the IM/SR List page.

Steps:

1. Log in to the application as an Analyst.
   

2. Navigate to Incident > Manage Incidents.
   Manage Incident Details – List page is displayed.
   

3. Click on the Advanced Filter icon and configure 3 to 4 filter rows.
   

4. Click Apply, then click the Filter icon again to reopen the filter panel.
   

5. Try to add another filter row.
   

6. Observe that the page takes a long time to respond or load.

Page load delay is not occurring while attempting to modify filter set with multiple conditions on the IM/SR List page.

173333

An incident logged via email did not trigger the associated SLA. Additionally, after creation, the incident could not be saved when attempting to update or modify it.

Steps:

1. Send an email to the configured mailbox with a body size >3 MB and an attachment of ~4 MB.
   

2. The Incident is created in the Application.
   

3. Navigate to Incident > Manage Incidents.
   Manage Incident Details List page is displayed.
   

4. Select the created Incident.
   

5. Observe that if the SLA is triggered and able to edit and save the Incident.

Incident logged via email is triggering the associated SLA and user can edit and update the Incident.

173527

The Workgroup details cannot be Updated or Deactivated.

Steps:

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

2. Select Service Management application.
   

3. Navigate to Design Studio > Application > Workgroup. The Workgroup list page is displayed.
   

4. Perform one of the following:

   1. Select a workgroup ID to open its details, change the required information, and on the Publish page, select Update.

   2. Disable Active button to Deactivate the workgroup.

The Workgroup details can be Updated or Deactivated successfully.

173494

The email-to-ticket conversion process did not function correctly in several cases. Affected emails were not converted into tickets and remained archived.

Prerequisite:

Configure Mailbox and Notification Parser.

Steps:

1. Send a new email to the designated mailbox containing the required details.
   

2. Verify whether a ticket is created as per the Notification Parser configuration.

The email-to-ticket functionality is now working as expected. The Notification Parser creates a ticket according to the configured logic.

172704 / 172903

Steps:

1. In the email, attach files with various size capacity.
   

2. Create the record and verify the results.

The file attachment size limit is increased to 25 MB, allowing ticket creation and email replies with attachments to be processed successfully.