Release Notes Crescendo (6.3)

168271

(Patch 6)

While performing User Role Mapping, in the "Publish To" step, the dropdown values for Category attribute was not loading values properly.

Steps:

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

2. Click Settings > Design Studio.

3. From the Application tab in the left navigation panel, expand Access Control Center > User Role Mapping. The User Role Mapping list page is displayed.

4. Click on ID of one of the User Role Mapping to edit it.

5. Click the Publish To step.

6. Click on + icon to Add New filter set.

7. In the Field Set drop-down, type Designation and select Operator as ‘is’.

8. Check the Value drop-down.

Values for Category attribute in the User Role Mapping > Publish step, are populating without any issues.

165703

Manage Incident Page was displaying blank without any Incidents.

Steps:

1. Log in to Apex application as an Analyst.

2. Navigate to Incident > Manage Incidents.

3. Validate if the Manage Incident page displays all Incidents.

Manage Incident Page is displaying all Incidents as expected.

165698

SLA values were not being updated even if the SLA conditions were met.

Steps:

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

2. Select the application as Service Management.

3. Select the required module.

4. Navigate to SLA Designer and configure the SLA conditions.

5. Raise one SR as an End User

6. Log in to the application as an Analyst and observe if SLA values are updated based on SLA condition.

SLA values are being updated if SLA conditions are met.

165405

The analysts were unable to view the encrypted text in the text box control of the Service Request module.

Prerequisites:

1. A Text box control must be configured, and encryption must be activated.

2. Create an SR with encrypted text in the text box control.
   

Steps:

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

2. Navigate to Service Management > Service Request > Manage Service Requests.

   The Manage Service Requests list page is displayed.  

3. Open the previously created SR and verify the data in the text box control.

The analysts can view the encrypted text in the text box control of the Service Request module.

165280

When the multi Grp data under the MV1 field was updated and saved in the Catalog for the Service Request, an error message was displayed.

Prerequisite:

Create a Service Catalog.

Steps:

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

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

3. Click New.  

4. Search for the created Catalog. The Catalog is displayed.

5. Click View Detail. The Catalog details are displayed.

6. Under Specifications, select MV1, choose multi Grp and enter Remarks.

7. Click Save.

When the multi Grp data under the MV1 field is updated in the Catalog, the Service Request is successfully saved.

165699

The Workgroup and Analyst fields in Manage Service Requests were showing blank values.

Steps:

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

2. Navigate to Requests > Manage Service Requests. The Manage Service Requests list page is displayed.

3. Click ID to open an existing Service Request.

4. Navigate to the Assigned To tab. The Workgroup and Analyst fields are blank.  

The Workgroup and Analyst fields display appropriate values in the Manage Service Request page.

164327

(Patch4)

Post-upgrade, the API configuration was missing from the Mailbox Configuration feature.

Steps:

1. Log in to the Apex application.

2. Navigate to the Settings icon > Design Studio > Application tab > Mailbox Configuration.

3. On the Mailbox Configuration list page, click MAILBOX ID hyperlink to view the record details.

4. Click Next to proceed to the Configuration step.

The API configuration is displayed without any issue.

162641

Due to lazy load in the Change Management module, only a few statuses were loading.

Steps:

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

2. Navigate to Service Management > Change > Manage Change Requests.
   The Manage Change Requests list page is displayed.  

3. Click and open a CR ID hyperlink.

4. Select the status of the change request from the dropdown.

The statuses are now loading appropriately in the Change Management module.

161645

For the Change Management module, the Hyperlink label was not getting displayed as mentioned in the Label field, in the triggered email.

Steps:

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

2. Select the module as Change Management.

3. Configure the hyperlink label field while configuring the notification email.

For the Change Management module, the Hyperlink label is getting displayed as mentioned in the Label field, in the triggered email.

166399

The Data Source tab on the Status configuration page of the Manage Change Request page was not functioning properly.

Steps:

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

2. Navigate to Design Studio > Module > Form Designer.

3. Click Manage Change Record.

4. Navigate to Design Form > Status.

5. Click Status and edit the Settings.

6. Navigate to the Data Source tab.

The Data Source tab on the Status configuration of the Manage Change Request page functions well.

165462

(Patch4)

The OTKA AD import user pagination was not working during the API chaining with the next page.

Prerequisite:

The OKTA AD import must have more than 200 users.

Steps:

1. Navigate to Service Management > Design Studio > Module > API Configuration.

   The API Configuration list page is displayed.

2. Select the Domain and Sub Domain. Click New.

3. Select the API Group Name as OKTA Active Directory.

4. In the API Details tab, API Get URL should be configured with (?limit=1) in the URL field and save the configuration with other mandatory fields.

5. Run the job and verify the imported users.

The OKTA AD import user pagination is working as expected.

165326

(Patch4)

The left menu remained open and did not collapse, even after moving the cursor outside of it.

Steps:

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

2. Select the application as Service Management.

3. Navigate to the Analyst Dashboard.

4. Select the application as Service Management.

5. Hover the mouse over the left menu.

6. Move the cursor outside the left menu.

7. Observe the behavior of the left menu.

The left menu does not remain open and getting collapsed after moving the cursor outside of it.

166215

(Patch4)

In the Add Master Value step of Common Master, an error message was displayed while the Active toggle of the Master Value was updated.

Steps:

1. Log in to the Apex application.

2. Click the gear icon and select Platform Studio.

3. Under Platform Master, navigate to Common Master Value.

4. In the List View page, choose the Master Type from the dropdown menu, then click Add Master Value.

5. In the Add Master Value step, enter all the mandatory details.

6. By default, the Active toggle button is enabled, toggle it off to disable.  

The Active toggle functions as expected while updating in the Add Master Value step of Common Master module.

166943

(Patch4)

Clicking on linked records redirected users to the Home page.

Prerequisite:

Create a new Incident, go to the Links tab, and add a record.

Steps:

1. Log in to Apex as an Analyst.

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

3. Click the ID of the record created.

4. Navigate to the Links tab and click the linked record ID.

5. The page is redirected to the home page.

Linked records are now displayed through the Links tab of Manage Incidents.

166145
(Patch 5)

Incident ticket hyperlink was not displaying correctly in the email notification.

Steps:

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

2. Navigate to Analyst Dashboard > Incident > Manage Incident.
   

3. Open any ticket.
   

4. Select Send Email option.
   

5. Select any notification template to send email.
   

6. Validate on the email if Hyperlink is functioning as expected.

Incident ticket hyperlink is working as expected in the email notification.

1570
(Patch 5)

Awaiting Approval label was not completely displayed in the mobile application.

Steps:

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

2. Click the Hamburger Menu icon and navigate to Change > Change Request > Manage Change Record.
   The Manage Change Record page is displayed.
   

3. Verify the display of Awaiting Approval label.

Awaiting Approval label is displayed accurately in the mobile application.

167671 (Patch 5)

On the Apex Mobile, the Search Box and the Search icon were not aligned on the CR list page.

Steps:

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

2. Click Hamburger Menu icon and navigate to the Change > Change Request > Manage Change Record.
   The Manage Change Record page is displayed.

The Search Box and the Search icon are aligned appropriately on the CR list page.

165492

(Patch 5)

On the Manage Change Request details page, the Assigned Change Manager field value was not displayed according to the validation controls in the General tab.

Prerequisites:

1. Create a new Change Record.

2. Ensure the Status of the Change Record is set to Pending Requirements.

3. On the Manage Change Record details page, select Standard from the Change Type.

4. In the Import Template, select 145 All (Core) Small Infra template and click Apply.

Steps:

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

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

3. Click the CR ID hyper link with the Pending Requirements status.  

4. Change the Status from Pending Requirements to Requirements Definition.

5. Verify the Assigned Change Manager Name under General tab.

6. Click Save.

The Assigned Change Manager field value is displayed based on the validation controls in the General tab of the Manage Change Request details page.

166729 (Patch 5)

When attempting to add fields in Multivalued Group, fields appeared blank. Once the form is saved, it displayed the following message:

“No data to display.”

Steps:

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

2. Create a Sub Form and add the multivalued group.
   

3. Publish the form.
   

4. Log in to the application as an End User and navigate to the My Service Request page and click New.
   

5. Select the Sub Form, add the multivalued fields, and save the form.

When attempting to add fields in Multivalued Group, fields do not appear blank. Once the form is saved, it does not display any message.

167655 (Patch 5)

In the API Explorer, when values for manager_id and email_id were passed, the application threw an error.

Prerequisite:

The User List must be having user data.

Steps:

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

2. Navigate to Service Management > Platform Studio > API Hub > Explorer.

   The Explorer page is displayed.  
   

3. Click Update a Record (PUT) and enter the Query Parameters to be updated.  
   

4. In the Request Body section, click Add a Field. Add the required fields and values. Click Submit.

The values are passed successfully without any error in the API Explorer.

167655 (Patch 5)

In the API Explorer, the application displayed an unauthorized error message when a cloned subform was used.

Prerequisite:

A cloned sub form with all the mandatory details must be created.

Steps:

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

2. Navigate to Service Management > Platform Studio > API Hub > Explorer.

   The Explorer page is displayed.  
   

3. Select Create Record (POST).
   

4. Select the subform created in the Form Name field.  Enter all the mandatory details.  
   

5. In the Request Body section, click Add a Field. Add the required fields and values. Click Submit.
   

6. Click Send to create the API.  

A cloned sub form can be used to create an API successfully.

167168 (Patch 6)

Users were experiencing an error message while updating a newly created request through a Catalog.

Prerequisites:

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

2. Navigate to Design Studio > Service Request > Select Sub Form (Catalog).

3. Go to Publish step and change the Form to Maintenance and click Submit.

4. Configure attachment control for the Catalog form.

5. Publish the Form.
   

Steps:

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

2. Navigate to Service Request > My Service Requests.

3. My Service Requests – List page is displayed.

4. Create Service Request with same the Catalog.

5. Log in as an Analyst.

6. Navigate to Service Request > Manage Service Requests.

7. Manage Service Requests – List page is displayed.

8. Click the SR ID created by the End User.

9. SR Details page is displayed.

10. Update the Service Request.

11. Observe for any errors message.

Users are not experiencing error message while updating a newly created request through a Catalog.

168230 (Patch 6)

The Workgroup field was blank after submitting or approving the Service Request.

Prerequisites:

1. Business Rule must be configured for routing Service Requests to the workgroups.

Steps:

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

2. Navigate to Service Management > Service Request > Manage Service Requests.

   The Manage Service Requests list page is displayed.  
   

3. Click New to create a Service Request. Enter all the mandatory details and Save.  
   

4. The Approver must approve the service request.  

The Workgroup field shows the selected workgroup for the Service Request.

165266/164811 (Patch 6 and 7)

Email notifications were triggered in the Change Management module with incorrect subject lines.

Prerequisites:

1. Configure multiple statuses such as Unsubmitted, Requirement Submitted, Requirement Approval, and Requirement Approved.
   

2. Configure business rules for notification status: Requirement Approval and Requirement Approved.
   

3. Configure Workflow for approving the change record with the conditions:

• When the Status is Requirement Approval, an activity called Set Value is triggered, which updates the Status to Requirement Approved.

• When the Status is Requirement Submitted, Workflow updates the Status to Requirement Approval.
  

Steps:

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

2. Navigate to Service Management > Change > Manage Change Requests.

   The Manage Change Requests list page is displayed.  
   

3. Click New to create a Change Record. Enter all the mandatory details and Save.  
   

4. The Change Record must be approved by the Approver for the notification email to be triggered.  

Appropriate email notifications are triggered in the Change Management module.

167288 (Patch 6)

The Business Rule was not executing, displayed a failed status for each event.

Steps:

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

2. Select the Application as Service Management and Module as Business Rule Designer.
   

3. Configure Business Rule Designer with required Triggers and Conditions.
   

4. Raise an incident and apply the same condition to trigger the above-created Business Rule.
   

5. Observe the History for Business Rule execution.

The Business Rule is getting executed successfully and does not display any failed status for the event.

153220 (Patch 6)

When configuring workflows for Change Management, the user faced issues under User Approval. 

Steps:

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

2. Navigate to Design Studio, select Change Management under Module option. Click Workflow Designer.

   The Workflow List page is displayed.
   

3. Click New to create a new Workflow Designer.
   

4. Drag and drop the User Approval component on the workflow canvas.

   The User Approval component is displayed.
   

5. Click and select Configure Properties or double-click the Approval component.

   The User Approval - Properties pop-up is displayed.
   

6. Select User Selectable under Approval Type and select By Users.
   

7. Click the Approval to be selected by drop-down and verify the details displayed.

The User Approval under workflows works successfully without any issues. 

167667 (Patch 6)

On the Apex Mobile, the Search Box and the image were not aligned appropriately.

Steps:

1. Log in to the Apex Mobile as an Analyst.
   The Apex Mobile Dashboard is displayed.
   

2. Verify the Search Box and the image on the Apex Mobile Dashboard.

The Search Box and the image are aligned appropriately.

168860 (Patch 7)

After upgrade, the Manage Change Record list page was not displaying the list of records. It appeared blank.

Steps:

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

2. Select the application as Service Management.
   

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

4. Observe the records on the Manage Change Record list page.

After upgrade, the Manage Change Record list page displays the list of records.

166085 (Patch 7)

For Role-Based Approvals, the owner workgroup was not mapped as an approver in the Workflow Designer.

Steps:

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

2. Select the Service Management application and click the gear icon to open Design Studio.

3. Navigate to Module > Change > Designers > Workflow Designer. The Workflow List is displayed.  

4. Click New or existing ID hyperlink.  

5. Enter the required details in the General and Set Trigger & Conditions steps.  

6. In the Design Workflow step, Drag and drop the User Approval option and click the kebab menu to select the Configure Properties option.

7. Enter the required information in the General tab.

8. From the Approval Type dropdown, select Role-Based Approval.

9. In the Select Approval Role (Dot Walking) field, type Workgroup and select Analyst.

In Role-Based Approvals, the owner workgroup is mapped as an approver in the Workflow Designer.

169072 (Patch 7)

Validation errors occurred when the user tried to fetch an SR record through the GET Request using API.

This issue occurred when the SR record was fetched from a cloned Form.

Steps:

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

2. Select Service Management application.
   

3. Click the gear icon and select Platform Studio.
   

4. Navigate to API Hub > Explorer.
   The Explorer page is displayed.
   

5. Select Retrieve a Record (GET) from the left panel.
   The Retrieve a Record (GET) details page is displayed.
   

6. Under the General tab, select the cloned Form from the Form Name drop-down.
   

7. Enter other mandatory details in the required fields.
   

8. Under the Query Parameters, enter the SR ID in Auto Id (SR ID) field.
   NOTE: Enter the SR ID which is raised from a cloned Form.
   

9. Enter the details under Request Headers and click Send.
   

10. Verify the details displayed under Response window.

The API fetches details of the SR created from a cloned Form and displays on the Response window successfully.