Crescendo SP1 Patch 3

View Attachment

Increased Attachment File Size Limit for Increased Efficiency

File Size limit for Attachment control has been increased from 4MB to 25 MB.

This enhancement allows users to attach all the relevant attachments to the tickets.

For more information, refer to View Attachment.

Mailbox Configuration

Forwarding of Unprocessed Emails for Better Clarity

Enabled option to forward unprocessed emails to selected recipients.

This enhancement notifies selected recipients if there are any unprocessed emails that require action.

For more information, refer to Mailbox Rules.

Workflow Designer

Enable Special Approver

The Enable Special Approver section within the Workflow Designer feature enhances the approval process by Static and Dynamic Approval Types tailored specifically for the role of Change Managers. For more information, refer to Define Workflow Characteristics.

Workflow Designer

Notification Component

In the Notification component of the Workflow Designer, selecting Power Approver as the recipient triggers an email notification to the approver configured in the admin form, by default. The Power Approver option is available only for the Approvers role recipient. For more information, refer to Notification.

169952

The User page did not load, and all user details appeared blank on the User Details page.

Steps:

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

2. Navigate to Platform Studio > Access Control Center > User.
   The User – List page is displayed.

3. Click ID hyperlink from the User – List page.

4.  Verify the User details.

The User page is loading, and user details are displayed without any issue.

168976

On the Manage Incident details page, images were not displayed in the Symptom and Description fields while reporting an Incident, although the text was visible.

Steps:

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

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

3. Click New and fill in all the required fields on the General tab.  

4. Navigate to Messages tab and attach images in the Symptom and Description fields. 

5. Click Save.  

6. Check whether the images are displayed correctly in the Symptom and Description fields. 

On the Manage Incident details page, images are successfully displayed along with the text in the Symptom and Description fields when reporting an Incident.

168900 

The Child field was not displayed while accessing a newly created Service Request with parent-child dependency.

Prerequisites:

1. Create Parent and Child master types, each with one master value. 

2. Create single-choice control having Common Master as a data source in the required SR Catalog Sub-Forms. 

   
   

Steps:

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

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

3. Click New and fill in all the required fields on the General tab. 

4. Go to Catalog Details, select the Parent (Application Name), and verify that the corresponding Child (Type of Request) values are displayed based on the selected parent. 

The new Service Request correctly displays the linked Parent and Child fields.

169439

In the Notification Parser, when sending an email with the same subject, it was creating new ticket instead of updating the email.

Prerequisite:

Send an email to the mailbox and then send another email with the same subject to the same mailbox.

Steps:

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

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

3. Click Mailbox Simulator, select Mailbox to which the email was sent and click Connect.   

4. Select the Inbox Folder from the list. A confirmation prompt appears asking whether to fetch the latest emails from the selected folder. 

5. Click Yes, Proceed. The list of emails is displayed. 

6. Select the email and click Run Parser.  

7. Verify whether the email content is updated.  

The Notification Parser updates the existing ticket when it receives an email with the same subject.

169612

The Graph Legend was displaying as N/A instead of 'Analyst name' in the X-Axis.

The Graph displays Analyst Name in the X – Axis.

169278

Ticket was logged from mail, but SLA was not initiating. Post creation of the Incident user was unable to save the Incident.

The SLA is starting successfully for incidents logged via email, and the user is able to save the incident without any issues.

170351

In the Approve/Reject email notification process, when the first approver submitted their approval, it worked as intended.

However, when the second or third approver submitted their approval, a new incident was being created.

Steps:

1. Open the Outlook and click Approve in the email. 

   Click Send.

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

3. Select Service Management application.

4. Navigate to Service Request > Manage Service Request. 

   The Manage Service Request List page is displayed.

5. Click the SR ID hyperlink of the newly created SR. 

   Verify if the Approval Timeline is displayed accurately.

6. Click the Approval Timeline stepper. 

   The Approvals pop-up is displayed.

7. Verify if the 2nd level approver has received a notification mail.

8. Click Approve in email. Repeat the steps from 3 to 9. Verify the results. 

The Approve/Reject email notification functionality works successfully without creating any new incidents.  

169771 

The Scheduler job under Service Request module executes successfully without any issues. 

168999 

The drop-down values were loading inconsistently when the Data Source was set to a Common Master with a parent-child relationship. 

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

2. Select Service Management application.

3. Click the gear icon to select Platform Studio.

4. Navigate to Platform Masters > Common Masters.
   The Common Masters page is displayed.

5. To create a New Master Type, click Add New Master Type from the Master Type drop-down.

6. In Common Master, create three master types in a parent-child hierarchy:

   i) App Domain – First master type (no parent)

   ii) App Names – Second master type, with App Domain as its parent

   iii) App Users – Third master type, with App Names as its parent

7. Configure values for each master type to establish the defined parent-child relationships between them.

8. Navigate to Form Designer > Manage Incidents page and set the form to Maintenance.

9. In the Design Form step, add three Single Choice controls. Set their Data Source to the respective Common Master types created in step 1. 

   Publish the form.

10. Navigate to Manage Incidents page (End User view) and open any existing or new record.

11. Verify that all three Single Choice controls display the correct values based on the Parent-Child relationships configured in Step 4. 

The drop-down values load all the data consistently when the Data Source is set to a Common Master with a parent-child relationship without any issues.

168144

While creating new Operation Incident form by copying the Manage Incident form via the Link tab, the Tier Transfer and Category child fields from the Manage Incident were not displaying any data in the Operation Incident form before the record was saved.

Steps:

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

   
   

2. Create a field named Service Name and provide some values.

   
   

3. Create a field in Common Master named Tier Transfer and provide the values. Configure it as child of above-created Service Name field.

4. Create a field named Classification and provide some values.

5. Create a field in Common Master named Category and provide the values. Configure it as child of above-created Classification field.

6. Map the value of Service Name field to Tier Transfer.

7. Map the value of Classification field to Category.

8. Create a new form in by copying Manage Incident form and name it as Operation Incident with unique ID.

9. While creating Operation Incident form, map Classification and Category fields with new data source which is configured in Common Master already. Create two another field Tier Transfer and Service Name for which also the data source will be in common master.

10. Create one relation form incident to operation using Link tab. Create one new incident.

11. Observe the data values in Tier Transfer and Category fields.

While creating new Operation Incident form by copying the Manage Incident form via the Link tab, the Tier Transfer and Category child fields from the Manage Incident are displaying data in the Operation Incident form before the record is saved.

170298

Deactivated categories were getting displayed in Bulk Update pop-up.

Prerequisites:

1. Bulk update must be configured.

2. Deactivate few categories in configuration pages.

Steps:

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

2. Select the check box to select the required incident.

3. Click Bulk update icon and select Bulk Update.

4. Select Category from Field dropdown.

Deactivated categories are not getting displayed in Bulk Update pop-up.

169877

Workflow was not triggering when users created Service Request from Manage SR form via Call module.

Steps:

1. Create a Workflow in SR module selecting Catalog name as table name in the General step.

2. In Set trigger & conditions step, Created and Updated should be chosen with No Conditions.

3. In Design Workflow step, add a sample approval flow or any other required details.

4. Publish the workflow.

5. Create a Call Record from Manage Calls page selecting call type as Service Request.

6. Post BRD execution the call record will be converted as SR ticket.

7. Open the SR ticket from the created call record ticket in Links tab.

8. In General tab of the SR ticket, select the Category for which the workflow is configured and Save with required details if any.

9. After saving the ticket, verify the configured workflow execution.

Workflow is triggering when users create Service Request from Manage SR form via Call module.

167864

In the Incident module, on the Form Relations users were setting the Target Module field as Incident for the WO form in the IM to WO form relation, but while creating the WO from IM, it was not setting any value.

Steps:

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

2. Select Service Management Application.

3. Click settings icon and select Design Studio.

4. Navigate to Incident > Form Designer.

5. Select Form Relation.

   Form Relation List page is displayed.

6. Click New to add a Form Relation.

7. Enter the details in General step. Ensure to select Source as Incident and Target as Work Order with relevant details in the other fields.

8. Click Next and map the fields for Source and Target in the Map Fields step.

9. Click Next.

10. In the Set Values step, add the values in the Source and Target appropriately.

11. Click Next and Save the Form Relation.

12. Create a WO from IM and validate if the values are set correctly.

While creating WO from IM, values are setting according to the configuration in the Form Relation.

170593

The subject line of the MS Teams meeting invite scheduled using the Major Incident was blank.

Steps:

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

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

3. Click and open any existing incident hyperlink. On the General tab, enable the Major Incident toggle.
    

4. On the top ribbon, click the Ellipsis menu and select Major Incident.

5. On the Major Incident pop- up, enter the required details.

6. Click Generate Meeting and click Save.  

The subject line now displays the ticket number, label, and the symptom of the major incident in the MS Teams meeting invite.

78582

When an SR record is created from a BRD and later updated with the Category as VPN Access, a workflow is triggered; however, the Set Value and Notification actions are not being executed.

Prerequisite:

1. For VPN Access catalog workflow must be configured with Trigger as Created, Update as ‘Refresh Workflow if it as started’, and with Set Value, Notification, User Approval components.

2. Analyst must be on the Manage Calls list page.

Steps:

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

   
   

2. Click New.

3. Choose User as Internal User, Call Type as Service Request.
    

4. Enter the values for other fields and create a record.

5. After creating the call record, it will be auto closed and Service Request record will be created.

6. Navigate to Links tab and click on the Service Request record ID.

7. Choose the Category as VPN Access.

8. Click Catalog Details tab and enter the required information.

9. Save the record.  

10. Verify whether the Set Value and Notification is executed.

N/A

77924

The “No Data” message does not appear on the list page when searching for invalid data, unlike on other pages.

Prerequisites:

1. The logged in User should have Super Admin or Designer role access.

2. User should be on Tags List page navigating to Service Management > Design Studio > Module > Service Request > Tags. 

Steps:

1. On the Tags list page, select the desired Tenant.

2. On the table, click the Search icon and search for the tags that are not present on list page.

3. Verify the results displayed.

N/A

78595

The overall file upload limitation toast message is not displayed, even though the inline validation messages for individual controls are shown.

Steps:

1. Log in to the Apex application.

2. Navigate to Service Management > Design Studio > Form Designer.

3. Select Call from the Module drop-down and select Manage Calls.

4. Update the desired form into Maintenance.

5. Click the gear icon of the File Upload control.

   Select File extension properties from the drop-down. (Allow file types will be auto selected).

6. Provide Maximum Upload File Size (In Bytes) as 25000000 and publish the form.

7. Change the persona to End User. Click New on the list page and enter all the mandatory details.

8. Click File Upload control and upload a file which is greater the 25MB and verify the inline message which is displaying for Allowed file types.

N/A

78157

Notification is not being triggered to the approver upon initiation of the second Workflow after completion of the first.

Prerequisites:

1. Configure first Workflow on Sub Form (VPN Access) with Trigger = Created, Condition = No Condition with Notification, User Approvals, Wait For Condition, Set Value.

2. Configure second Workflow on Main Form (Manage Service Request) with Trigger = Created, Condition = No Condition with Notification, User Approvals, Wait For Condition, Set Value.

Steps:

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

2. Navigate to Service Management > Incident > My Incident.

3. Click New to enter the required details and click Save.

N/A

78699

When the Actual Approver and the Power Approver are the same user, their details appear twice in the 'Approval Timeline – Tabular View’.

Prerequisites:

1. Workflow must be configured with Enable Special Approver.

2. Power Approver and Actual Approver must be same user.

3. In the User Approvals the Refer Back must be configured.

   
   

Steps:

1. Raise a record matching the above configured workflow conditions.

2. Navigate to Approval Timeline (Tabular View).

3. Verify the approver details.

   
   

N/A

78695

In the Approval Timeline -Tabular view, though the Power Approver has not approved still the Power Approver details are captured.

Prerequisite:

Workflow should be configured with Enable Special Approver.

Steps:

1. Login to the Apex application.

2. Create a record matching the workflow conditions.

3. Click on the Approval Timeline – Tabular view.

4. Verify if the Power Approver details are captured.

N/A

78747

When the Workflow is on a Sub Form and a Special Approver Condition is defined on the Main Form, the record does not appear on the Approve Service Request list page for the Power Approver to update and approve.

Prerequisites:

1. Workflow table should be Sub Form (Printer Installation).

2. Enable Special Approver = Yes, Approval Type = Dynamic, Condition = Manage Service Request Workgroup.

Steps:

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

2. Select Service Management application.

3. Navigate to Service Request > Manage Service Request or My Service Request.
   The Manage Service Request List page or My Service Request List page is displayed.

4. Raise a record for Printer Installation form.

5. Log in as Power Approver. Navigate to Approve Service Request List page and verify whether the record is displayed to update and approve.

N/A

78557

In the Change Management module, workflows that are created with the conditions Enable Special Approver set to Yes and Approval Type set to Static are not being triggered, despite meeting these conditions.

Prerequisite:

1. For the Change Management module, create a workflow with the conditions Enable Special Approver set to Yes and Approval Type set to Static.

Steps:

1. Log in to the application as an Analyst.

2. Navigate to Service Management > Change > Manage Change Record > New.

3. Create a change record with the above workflow. 

N/A

78696

In the Approval Timeline, when Level 3 refers the request back to Level 2, the status appears as Pending for Approval instead of Referred Back to Level 2.

Prerequisites:

1. The workflow should be configured with Enable Special Approver enabled.

2. Refer Back must be configured in User Approvals.

Steps:

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

2. Navigate to Change > Manage Change Record. The Manage Change Record List page is displayed. 

3. Click any existing CR ID hyperlink. 

4. On the Manage Change Record Details page, 

5. Raise a record matching the workflow conditions.

6. Login as Level 3 Approver and refer back to Level 2 approver.

7. In the Approval Timeline – Graphical View, click on the Approval Node and verify the status is displayed as Refer Back to Level 2.

N/A