Release Notes Crescendo SP1 (6.3.1)

Common Masters

Versatility Included for Common Masters: Increased Character Limit and Inclusion of Special Characters for naming Master Type and Master Value

Increasing the character limit for naming Master Type and Master Value along with inclusion of special characters.

This enhancement allows descriptive identifiers and reduces ambiguity.

For more information, refer to Master Type and Master Value.

76416

Users are experiencing issues upon configuring the Formula Control for multiple rating controls.

Steps:

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

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

3. Select Manage Change Record, place the form in Maintenance mode.

4. Go to the same Mange Change Record form in the Design step configure Formula Control.

5. Drag and drop Formula Control on the Design Canvas.

6. Configure Properties, click Advance tab.

7. In Build the Formula here Text Field, type $ and add rating control chips.

8. From last press left arrow and use $ to configure.

9. Observe for any issues.

N/A

77079

The system is not allowing to save the configured Rating Control. An error message is displayed "<Rating name> already exists as a Rating Control. Please rename /delete the existing control. Please change Data Source Table" even though label name is not matching with the deleted controls.

Steps:

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

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

3. Select Manage Change Record place the form in Maintenance mode.

4. Go to the same Mange Change Record form in the Design step configure Survey Control.

5. Drag and drop Rating control on the Design Canvas.

6. Enter Title name and other required details in the Rating control and click Save.

7. Observe the below error:
   "<Rating name> already exists as a Rating Control. Please rename /delete the existing control. Please change Data Source Table"

N/A

77103

Change History is displaying numerical values in the place of options for the configured questions on the Business and Operational Risk.

Prerequisites:

1. Rating Control with Radio Shape and Formula control must be configured in the Business and Operational Risk in the Mange Change Record Transaction.

2. Main from should be configured with the Access Role Template.

Steps:

1. Log in to the application as an Analyst.

2. Select the application as Service Management and the module as Change.

3. Navigate to Form Designer > Manage Change Record.

4. Select CR ID configured with Risk Questions in Business and Operational Risk.

5. Navigate to Risk tab.

6. Take the Risk Questionnaire by selecting the options on the configured the Business and Operational Risk.

7. Click Save in the Manage Change Record Form.

8. Go to Change History and verify the selected options values for the Business and Operational Risk.

N/A

77672

Users are experiencing lag in text while typing in the Symptom and Description field.

Steps:

1. Log in to the application as an Analyst.

2. Select Service Management.

3. Navigate to Incident > Manage Incidents.

4. Incident Form - List page is displayed.

5. Click New to create an Incident.

6. Enter values in Symptom and Description field.

7. Verify if there is lag while typing in the field area.

N/A

77649

Column Filters are not working on the details page, such as Manage Incident details page.

Steps:

1. Log in to the Application (App: Service Management) as an Analyst.

2. Click on the Incident icon.

3. Click on the Manage Incident form.

4. Click on ID hyperlink of any Incident.

5. Click on the user Record History.

6. Validate the column filters.

N/A

77636

If the default view filter is cleared and if navigated to other page and back to current page, then records are not displayed as per the applied filter and also on the ‘Tenant’ tab incorrect record count is displayed.

Prerequisites:

1. Log in to the application as an Analyst.

2. Default filter should be applied (Workgroup > Dynamic > Logged in User > Workgroup).

Steps:

1. Click on the ‘Filter’ icon > ‘Advance Filter’ popup should be displayed.

2. Click on the ‘+ Add Filter Set’ and choose a field, operator and value and click Apply.

3. Click on the ‘Save as New View’ and provide View name.

4. Check the ‘Set as Default’ checkbox and click Save.

5. Verify the records count in ‘Tenant’ tab.

6. Navigate to ‘Advance Filter’ popup and click ‘Clear All’ button.

7. Navigate to ‘Manage Service Request’ and navigate back to ‘Manage Incidents’ list page.

   Default View saved in above step 3, will be applied.

8. Verify whether the records related to default view is displayed.

   Verify whether the records count in ‘Tenant’ tab is based on the applied default view.

N/A

77694

Error message 'Something went wrong. Please Try again”. validation message is displayed, while saving the 'Create Templates' from Manage Change Record Details.

Prerequisite:

Change Request should be created.

Steps:

1. Log in to the application as an Analyst.

2. Select the application as Service Management and the module as Change.

3. Navigate to the Manage Change Request list page.

4. Open the created CR ID > CR details page will be displayed.

5. Click On the 'Create Templates' button.

6. The 'Save Template' popup page should be displayed.

7. Enter the Value into 'Template name' and verify.

N/A

76942

In the Manage Change Request, expanding the BR History tab initially shows No Records Found. However, when expanded second time, the BR details load correctly.

Steps:

1. Log in to the application as an Analyst.

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

3. Select any existing CR ID hyperlink.

4. On the Manage Change Record details page, select the Change History icon.

5. The Audit Logs for the record are displayed.

6. Navigate to BR History tab. Next to the date, select the Expand icon.

7. Verify the Logs.

N/A

77244

The Advanced Filter pop-up displays No results found message when the user searches for a value in the Workgroup field, even though the value exists.

Prerequisites:

1. The Analyst must be on the Manage Incident List page.

2. The Default Filter (Dynamic - Logged In User - Workgroup) must be applied.

Steps:

1. Log in to the application as an Analyst.

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

3. Click the Filters icon and then select Advanced Filter icon. The Advance Filer pop-up appears.

4. Under By Properties, click + Add Filter Set.

5. From the Field dropdown, select Status.

6. Select the Is One Of Operator and choose multiple values from the Value dropdown list.

7. Select the Add icon to add another filter row.

8. Similarly, configure the second row with the required Field, Operator, and Value.

9. Click Apply and verify that the correct results are displayed.

N/A

77362

In the Manage Problem Record module, under 5 Why Analysis, consider allowing multiple problem statements to be added before approving the RCA. After the RCA is approved, the system should automatically create the corresponding remediation actions

Prerequisite:

In the Manage Problem Record, 5 Why control must be configured in consumer form.

Steps:

1. Log in to the application as an Analyst.

2. Navigate to Problem > Manage Problem Records. The Manage Problem Records List page is displayed.

3. Click New and in the General tab, enter all the mandatory fields.

4. Navigate to RCA tab, expand RCA Methodology.

5. Select the 5 Why Analysis Methodology and enter Problem Statement for 5 Whys.

6. Click Save and verify.

N/A

77518

End User is unable to view the created Standard Template in the Import Template popup while selecting Change Type as Standard.

Prerequisites:

• CR must be created for the conditions such as Change Type as Normal and Category as Small.

• Enable Propose For Standard Change.

• Specify the Standard Template Name.

Steps:

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

2. Select the application as Service Management and Module as Change.

3. Navigate to Manage Change Request List page. Click New.

4. Select the Tenant.

5. Select the Change Type as Standard. The Import Template popup is displayed.

6. Verify the above-created Standard Template.

N/A

77698

1. Data is not loading after saving the record with the 5 Why analysis.

2. Data selected in 'Manage Problem Record' is not showing on the 'Approve Problem Record' page.

Prerequisites:

5 Why control must be configured Manage Problem Record form.

Steps:

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

2. Select the application as Service Management and Module as Problem.

3. Navigate to Manage Problem Record page.

4. Select the Tenant and specify the required mandatory fields.

5. Click Save to save the record. Open the same record and click Authorize Record.

6. Select the Status as RCA Submitted.

7. Navigate to RCA tab, select Methodology as 5 Why.

8. Specify the mandatory fields. Click Save.

9. Open the same record and verify the data.

N/A

77630

Even though values are selected in the drop-down, the check boxes are not selected.

Steps:

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

2. Select the application as Service Management. Navigate to Manage Incidents – List page.

3. Click Filter icon.

4. Click Add Filter. Select the field as Workgroup, Operator as Is One Of and select the required check boxes as values.

5. Click Apply. Again, click Filter icon and click Advance Filter icon.

6. Click Apply.  Again, click Filter icon.  The Advance Filter popup is      displayed.  

7. Click Value field for Workgroup field.  

8. Verify if selected values check boxes are selected.

N/A

77697

When a form name with 100 characters is specified, in the Role Template, Screen Selection stepper does not display the form name correctly.

Prerequisite:

Application Designer must be on the Form Designer List page.

Steps:

1. Navigate to Service Management > Design Studio > Module > Incident > Form Designer.
   

2. Click New and select Start from Scratch.
   

3. On the General page, enter 100 characters for the Form Name.
   For example: Enterprise_Incident_Management_Form_HR_IT_Facilities_Report_Log_Tracking_System_v1_2025_UIUX & Ticke
   

4. Enter all the other mandatory details and Publish the form.
   

5. Navigate to Application > Access Control Centre > Role Template.
   

6. Navigate to Screen Selection stepper.

N/A

77653

An Analyst who is part of the Information Technology tenant's Master Workgroup can access records they should not see, even though they do not have access to the Human Resource tenant workgroup. Additionally, the Save button is incorrectly enabled for them in this context.

Prerequisites:

1. The user must be an Analyst in the Information Technology tenant’s Master Workgroup.

2. The same Analyst must not have access to the Human Resource Tenant.

Steps:

1. Navigate to Service Management > Incident > Manage Incidents.
   The Manage Incidents list page is displayed.
   

2. Open any Incident in the Information Technology tenant.
   

3. In another browser window open the same incident in Human Resource tenant.
   

4. The user must be redirected to the Manage Incidents list page.

N/A

76936

In the Problem Management module, the validations on the RCA tab are not functioning according to the specified conditions.

Prerequisite:

Validations must be configured for the fields in the RCA multivalued group.

Steps:

1. Navigate to Service Management > Design Studio > Problem > Manage Problem Records.
   

2. Select a Problem Record and navigate to RCA tab.
   

3. Click Add.

N/A

77600

The configured Workflow on a Sub Form that is further with configured with Create Record functionality, is not working as expected. Record is not created after workflow initiation.

Prerequisites:

1. Workflow should be configured on Sub Form (VPN Access).
   

2. App Designer should be on the Design Workflow step.

Steps:

1. Drag and drop User Approval component and configure it.

2. Drag and drop Create Record component and configure it with the below attributes,
   Module: Workorder

   Form Type: Sub Form
   Form: New Joinee Laptop Allocation.

3. Click Save and publish the Workflow.

4. Create a record that match to the above workflow Conditions.

5. Complete the workflow. Verify if the record is created.

N/A

77641

The changes made in the properties of the Methodology attribute in the Manage Problem Record form is reflecting in the Approve Problem Record form. This is also seen the other way round.

Note

The Approve Problem Record form is clone of the Manage Problem Record.

Prerequisite:

Clone Approve Problem Record Form from Manage Record Form.

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 Problem Module > Form Designer > Manage Problem Record.

5. Put the form in Maintenance mode.

6. Select the RCA tab and change Methodology attribute.

7. Observe for any conflict in the Approve Problem Record (Cloned Form).

N/A

77004

Fishbone view diagram is not displaying upon clicking the icon that is present in the Approve Problem Record page. Upon clicking the icon, the entire panel is collapsing and inconsistency observed in Fishbone icon on the Manage Problem Record and Approve Problem Record pages.

Steps:

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

2. Select Service Management Application.

3. Navigate to Problem Management.

4. Select Manage Problem Record.

5. Create Problem Record, enter all the mandatory fields and click Save.

6. Go to the same Problem Record and click RCA tab.

7. Add RCA by selecting the fields.

8. Submit the Problem Record.

9. Navigate to the Approve Problem Record page, click on RCA tab.

10. Click on diagram in RCA section and verify. On the same window click Show All Types and verify.

N/A

77624

After Reconciliation acceptance, the workflow timeline was not displayed.

None of the workflows were picked.

Prerequisite:

Asset must be displayed in Instore, Allocated, Deactivate and Reactivate statuses.

Steps:

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

2. Select as Asset Management application.
   

3. Click Fixed in the submenu pop-up and navigate to Fixed Asset List page.
   

4. Click the Allocate status Asset Code hyperlink.

   Verify the displayed values.
   

5. Click the Reconciliation option, enter all the details in the Reconciliation popup.
   Click SAVE.
   

6. Click CANCEL on Asset Details page.
   

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

8. Navigate to End User reconciliation page.
   

9. Click the Asset Code hyperlink.

   Click Reconciliation option and accept the reconciliation action.
   

10. Navigate to Fixed Asset list page and click the Asset Code hyperlink.
    

11. Verify the workflow timeline. Click the kebab menu icon and select Deallocate option.
    

12. Enter all the mandatory values

    and click Save.

    Verify the picked workflow.

N/A

77291

Symptom/Description text disappeared in the UI.

Steps:

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

2. Select Service Management application.
   

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

4. Click New and select the desired Tenant.
   

5. Copy and paste the images to Symptoms and Description field.
   

6. Click the Maximize icon.
   

7. Enter the text into the Symptoms and Description field.
   

8. Click the edit icon and verify the entered text.

N/A

168956

Service Request was not getting resolved automatically, for one of the catalog. The SR had a Workflow mapped which creates the WorkOrder. Upon resolving the Work Order, the related SR was not getting resolved automatically.

Prerequisite:

• Ensure there is a Workflow created for an SR, which creates the Work Order related to the SR.

Steps:

1. Log in to the application as an Analyst.

2. Navigate to Work Order > Manage Work Order.
   The Work Order list page is displayed.

3. Click the Work Order ID, related to SR, which needs to be resolved.
   The Work Order details screen is displayed.

4. Change the status of the Work Order to Resolved.

5. Verify that the SR status gets automatically changed to Resolved.

Service Request is now getting resolved automatically when the related Work Order is resolved by an Analyst which is configured in the Workflow for respective SR.

166727

It was observed that after a Service Request was raised and in progress, the Workgroup and Analyst fields appeared blank.

Steps:

1. Log in to the application as an Analyst.

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

3. Select an existing SR ID hyperlink. The Manage Service Requests – Details page appears.

4. Under Assigned To section, verify that the Workgroup and Analyst fields appears.

The application automatically displays the Workgroup and Analyst fields when a Service Request is raised and in progress.

168662

Workorders were not generated for the requests raised from the below Catalogs.

• NDA and Evaluation Request Workflow Issue.

• Microsoft Sentinel SIEM Access

Prerequisite:

Create workflow for SR to create Workorder when raised with the below Catalogs.

• NDA and Evaluation Request Workflow Issue

• Microsoft Sentinel SIEM Access

Steps:

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

2. Select Service Management Application.

3. Navigate to Request > Manage Service Requests.

   SR List page is displayed.

4. Create a request using one of the above Catalog.

5. Validate if the workorder is created.

Workorders are generating for the requests raised from the below Catalogs.

• NDA and Evaluation Request Workflow Issue.

• Microsoft Sentinel SIEM Access

168477

User was unable to update the CMDB CI into Retire status.

Steps:

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

2. Select Service Management application.
   

3. Select CMDB under Module drop-down.
   

4. Navigate to CMDB > Infrastructure as a CI.
   The Infrastructure as a CI List page is displayed.
   

5. On the list page, open any record which is not in 'Retired' state.
   

6. In the Status dropdown, change the status to Retired and click SUBMIT.

The Retire status change in Infrastructure as a CI List page works successfully without any issues.

168496

The user was developing a Service Request workflow that included a wait condition. However, after adding an “If” condition, the workflow did not function properly.

Steps:

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

2. Select Service Management application.
   

3. Click the gear icon to select Design Studio.

   Select Service Request Module and navigate to Workflow Designer.
   

4. Click New to configure a new workflow.
   

5. Enter all the required details in General and Set Triggers & Conditions tab and click Save.
   

6. In the Design Workflow tab, record labeled as "Workorder," and within that workorder, add two new statuses: "Valid" and "Not Valid."
   

7. After the record is added, establish a wait condition where the status is one of "Valid" or "Not Valid."
   

8. Add an "If" condition to check if the status is "Valid." If true, create a new record. If the status is "Not Valid," create an additional record.

The workflow with “If” condition works successfully in the Workflow Designer without any issues.

169685

Users were experiencing issue in mapping analyst role template. In User Role Mapping role for analysts, on the Publish To step, the dropdown values for Category attributes were not loading and extra values were displayed.

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 Applications > Access Control Mapping > User Role Mapping.

5. Click New User Role Mapping.

6. Enter the details in General and Define Access and click Next.

7. In Publish To step, add filter set and select User Category in Field and select value from the dropdown.

8. Validate if the Category attributes are populated in the dropdown list.

In the Publish To step, the dropdown values for Category attributes are loading as expected.

168697

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

Prerequisite:

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 after submitting, assigning or approving the Service Request.

77649

Column Filters were not working on the details page, such as Manage Incident details page, etc.

Steps:

1. Log in to the Application (App: Service Management) as an Analyst.

2. Click on the Incident icon.

3. Click on the Manage Incident form.

4. Click on ID hyperlink of any Incident.

5. Click on the user Record History.

6. Validate the column filters.

Column Filters are working on the details page, such as Manage Incident details page, etc...

77636

If the default view filter is cleared and if navigated to other page and back to current page, then records were not displayed as per the applied filter and also on the ‘Tenant’ tab incorrect record count is displayed.

Prerequisites:

1. Log in to the application as an Analyst.

2. Default filter should be applied (Workgroup > Dynamic > Logged in User > Workgroup).

Steps:

1. Click on the ‘Filter’ icon > ‘Advance Filter’ popup should be displayed.

2. Click on the ‘+ Add Filter Set’ and choose a field, operator and value and click Apply.

3. Click on the ‘Save as New View’ and provide View name.

4. Check the ‘Set as Default’ checkbox and click Save.

5. Verify the records count in ‘Tenant’ tab.

6. Navigate to ‘Advance Filter’ popup and click ‘Clear All’ button.

7. Navigate to ‘Manage Service Request’ and navigate back to ‘Manage Incidents’ list page.

   Default View saved in above step 3, will be applied.

8. Verify whether the records related to default view is displayed.

   Verify whether the records count in ‘Tenant’ tab is based on the applied default view.

If the default view filter was cleared and if navigated to other page and back to current page, then records are displayed successfully as per the applied filter and also on the ‘Tenant’ tab correct record count is displayed.

77694

Error message 'Something went wrong. Please Try again”. validation message was displayed, while saving the 'Create Templates' from Manage Change Record Details.

Prerequisite:

Change Request should be created.

Steps:

1. Log in to the application as an Analyst.

2. Select the application as Service Management and the module as Change.

3. Navigate to the Manage Change Request list page.

4. Open the created CR ID > CR details page will be displayed.

5. Click On the 'Create Templates' button.

6. The 'Save Template' popup page should be displayed.

7. Enter the Value into 'Template name' and verify.

You can now save the 'Create Templates' from Manage Change Record Details page successfully.

77244

The Advanced Filter pop-up displayed No results found message when the user searches for a value in the Workgroup field, even though the value exists.

Prerequisites:

1. The Analyst must be on the Manage Incident List page.

2. The Default Filter (Dynamic - Logged In User - Workgroup) must be applied.

Steps:

1. Log in to the application as an Analyst.

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

3. Click the Filters icon and then select Advanced Filter icon. The Advance Filer pop-up appears.

4. Under By Properties, click + Add Filter Set.

5. From the Field dropdown, select Status.

6. Select the Is One Of Operator and choose multiple values from the Value dropdown list.

7. Select the Add icon to add another filter row.

8. Similarly, configure the second row with the required Field, Operator, and Value.

9. Click Apply and verify that the correct results are displayed.

Issues is fixed and no error message is displayed when the user searches for a value in the Workgroup field.

77518

End User was unable to view the created Standard Template in the Import Template popup while selecting Change Type as Standard.

Prerequisites:

• CR must be created for the conditions such as Change Type as Normal and Category as Small.

• Enable Propose For Standard Change.

• Specify the Standard Template Name.

Steps:

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

2. Select the application as Service Management and Module as Change.

3. Navigate to Manage Change Request List page. Click New.

4. Select the Tenant.

5. Select the Change Type as Standard. The Import Template popup is displayed.

6. Verify the above-created Standard Template.

End User is able to view the created Standard Template in the Import Template popup while selecting Change Type as Standard.

77698

1. Data was not loading after saving the record with the 5 Why analysis.

2. Data selected in 'Manage Problem Record' was not showing on the 'Approve Problem Record' page.

Prerequisites:

5 Why control must be configured Manage Problem Record form.

Steps:

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

2. Select the application as Service Management and Module as Problem.

3. Navigate to Manage Problem Record page.

4. Select the Tenant and specify the required mandatory fields.

5. Click Save to save the record. Open the same record and click Authorize Record.

6. Select the Status as RCA Submitted.

7. Navigate to RCA tab, select Methodology as 5 Why.

8. Specify the mandatory fields. Click Save.

9. Open the same record and verify the data.

1. Data is loading after saving the record with the 5 Why analysis.

2. Data selected in 'Manage Problem Record' is correctly displayed on the 'Approve Problem Record' page.

77630

Even though values were selected in the drop-down, the check boxes were not selected.

Steps:

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

2. Select the application as Service Management. Navigate to Manage Incidents – List page.

3. Click Filter icon.

4. Click Add Filter. Select the field as Workgroup, Operator as Is One Of and select the required check boxes as values.

5. Click Apply. Again, click Filter icon and click Advance Filter icon.

6. Click Apply.  Again, click Filter icon.  The Advance Filter popup is      displayed.  

7. Click Value field for Workgroup field.  

8. Verify if selected values check boxes are selected.

The check boxes were selected successfully, after selecting the values in the drop-down, .

77697

When a form name with 100 characters is specified, in the Role Template, Screen Selection stepper did not display the form name correctly.

Prerequisite:

Application Designer must be on the Form Designer List page.

Steps:

1. Navigate to Service Management > Design Studio > Module > Incident > Form Designer.
   

2. Click New and select Start from Scratch.
   

3. On the General page, enter 100 characters for the Form Name.
   For example: Enterprise_Incident_Management_Form_HR_IT_Facilities_Report_Log_Tracking_System_v1_2025_UIUX & Ticke
   

4. Enter all the other mandatory details and Publish the form.
   

5. Navigate to Application > Access Control Centre > Role Template.
   

6. Navigate to Screen Selection stepper.

When a form name with 100 characters is specified, in the Role Template, Screen Selection stepper displayed the form name correctly.

77653

An Analyst who is part of the Information Technology tenant's Master Workgroup can access records they should not see, even though they do not have access to the Human Resource tenant workgroup. Additionally, the Save button was incorrectly enabled for them in this context.

Prerequisites:

1. The user must be an Analyst in the Information Technology tenant’s Master Workgroup.

2. The same Analyst must not have access to the Human Resource Tenant.

Steps:

1. Navigate to Service Management > Incident > Manage Incidents.
   The Manage Incidents list page is displayed.
   

2. Open any Incident in the Information Technology tenant.
   

3. In another browser window open the same incident in Human Resource tenant.
   

4. The user must be redirected to the Manage Incidents list page.

An Analyst who is part of the Information Technology tenant's Master Workgroup cannot access records they should not see, such as Human Resource tenant workgroup. The Save button is disabled for them in this context.

77641

The changes made in the properties of the Methodology attribute in the Manage Problem Record form is reflecting in the Approve Problem Record form. This is also seen the other way round.

Note

The Approve Problem Record form is clone of the Manage Problem Record.

Prerequisite:

Clone Approve Problem Record Form from Manage Record Form.

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 Problem Module > Form Designer > Manage Problem Record.

5. Put the form in Maintenance mode.

6. Select the RCA tab and change Methodology attribute.

7. Observe for any conflict in the Approve Problem Record (Cloned Form).

N/A

77004

Fishbone view diagram was not displaying upon clicking the icon that is present in the Approve Problem Record page. Upon clicking the icon, the entire panel is collapsing and inconsistency observed in Fishbone icon on the Manage Problem Record and Approve Problem Record pages.

Steps:

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

2. Select Service Management Application.

3. Navigate to Problem Management.

4. Select Manage Problem Record.

5. Create Problem Record, enter all the mandatory fields and click Save.

6. Go to the same Problem Record and click RCA tab.

7. Add RCA by selecting the fields.

8. Submit the Problem Record.

9. Navigate to the Approve Problem Record page, click on RCA tab.

10. Click on diagram in RCA section and verify. On the same window click Show All Types and verify.

Fishbone view diagram is displayed successfully upon clicking the icon that is present in the Approve Problem Record page.

77624

After Reconciliation acceptance, the workflow timeline was not displayed.

None of the workflows were picked.

Prerequisite:

Asset must be displayed in Instore, Allocated, Deactivate and Reactivate statuses.

Steps:

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

2. Select as Asset Management application.
   

3. Click Fixed in the submenu pop-up and navigate to Fixed Asset List page.
   

4. Click the Allocate status Asset Code hyperlink.

   Verify the displayed values.
   

5. Click the Reconciliation option, enter all the details in the Reconciliation popup.
   Click SAVE.
   

6. Click CANCEL on Asset Details page.
   

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

8. Navigate to End User reconciliation page.
   

9. Click the Asset Code hyperlink.

   Click Reconciliation option and accept the reconciliation action.
   

10. Navigate to Fixed Asset list page and click the Asset Code hyperlink.
    

11. Verify the workflow timeline. Click the kebab menu icon and select Deallocate option.
    

12. Enter all the mandatory values

    and click Save.

    Verify the picked workflow.

After Reconciliation acceptance, the workflow timeline is displayed successfully and workflows are successfully picked.

169731

The New Subform (Catalog Form) created for Service Request were not displayed on the list page and on the New SR list page.

Steps:

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

2. Navigate to Module > Service Request > Form Designer. The Form Designer List page is displayed.

3. Click New to create a new record.

4. Select Start from Scratch to create a new form.

5. Enter all the required fields in General, Design Form, Sequence Generator, Design List view, and Summary steps.

6. In the Publish step, click Published. Verify that the created Service Request appears on the list page.

The New Subform (Catalog Form) created for Service Request are now displaying on the list page and on the New SR list page.

77672

Users are experiencing lag in text while typing in the Symptom and Description field.

Steps:

1. Log in to the application as an Analyst.

2. Select Service Management.

3. Navigate to Incident > Manage Incidents.

4. Incident Form - List page is displayed.

5. Click New to create an Incident.

6. Enter values in Symptom and Description field.

7. Verify if there is lag while typing in the field area.

N/A

76942

In the Manage Change Request, expanding the BR History tab initially shows No Records Found. However, when expanded second time, the BR details load correctly.

Steps:

1. Log in to the application as an Analyst.

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

3. Select any existing CR ID hyperlink.

4. On the Manage Change Record details page, select the Change History icon.

5. The Audit Logs for the record are displayed.

6. Navigate to BR History tab. Next to the date, select the Expand icon.

7. Verify the Logs.

N/A

77362

In the Manage Problem Record module, under 5 Why Analysis, consider allowing multiple problem statements to be added before approving the RCA. After the RCA is approved, the system should automatically create the corresponding remediation actions

Prerequisite:

In the Manage Problem Record, 5 Why control must be configured in consumer form.

Steps:

1. Log in to the application as an Analyst.

2. Navigate to Problem > Manage Problem Records. The Manage Problem Records List page is displayed.

3. Click New and in the General tab, enter all the mandatory fields.

4. Navigate to RCA tab, expand RCA Methodology.

5. Select the 5 Why Analysis Methodology and enter Problem Statement for 5 Whys.

6. Click Save and verify.

N/A

76936

In the Problem Management module, the validations on the RCA tab are not functioning according to the specified conditions.

Prerequisite:

Validations must be configured for the fields in the RCA multivalued group.

Steps:

1. Navigate to Service Management > Design Studio > Problem > Manage Problem Records.
   

2. Select a Problem Record and navigate to RCA tab.
   

3. Click Add.

N/A

77291

Symptom/Description Text Disappears in Specific Scenarios.

Steps:

1. Navigate to Incident > Manage incident.

2. Click New.

3. Select the Tenant.

4. Copy paste the images to Symptoms and Description field.

5. Click on the Maximize icon.

6. Enter the text into the Symptoms and Description field.

7. Click on the Edit icon and verify the entered text.

N/A

76910

Classification value is not getting retained for Resolved Incidents.

Steps:

1. Log in to application with your credentials.

2. Click on Service Management application.

3. Navigate to Incident > My Incident.

4. On the list page, select the Resolved Incident,

5. Verify the Classification.

N/A

77863

When a workflow is configured on a Sub Form and the 'If' condition criteria are based on the Main Form, the 'No' flow is executed even when the condition is satisfied.

Steps:

1. Log into the Apex application as an App Designer.
   

2. Select the application as Service Management and Module as Incident.
   

3. Select the Designer as Workflow Designer. The Workflow Designer list page is displayed. Navigate to Design Workflow step.
   

4. Drag and drop ‘If’ condition component onto the designer canvas. Open the Properties popup and configure the condition criteria on Manage Service Request - Main Form.
   

5. Configure the Create Record components and connect it with If condition. Set up the following actions:
   If condition = Yes, create a Workorder. If condition = No, create an Incident.
   

6. Save and publish the workflow.
   

7. Navigate to Manage Service Request list page and click New. Raise an SR that matches the workflow conditions.
   

8. Verify that the If condition executes correctly for the Yes path.

N/A

77868

The values of the Operating System Version field are not displayed in the other panels under Asset Information tab.

Prerequisites:

1. Asset must be displayed in Instore, Allocated, Deactivate and Reactivate status.

2. Template must be created successfully with all the Asset information.

Steps:

1. Log into the application as an Analyst.
   

2. Click Fixed.
   

3. Click New.
   

4. Click Choose from Template.
   

5. Change the serial number.
   

6. Expand the Others panel under Asset Information tab.
   

   7. Verify the Operating System Version dropdown value.

N/A

77773

Alignment issue in the dropdown control on the consumer form.

Prerequisites:

1. Login to the Application.
   

2. Master Type and Master Value should be added with at least 50+ characters.
   

Steps:

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

2. Select Service Management Application.
   

3. Navigate to Asset Management > Design Studio > Form Designer.
   

4. Select any form.
   

5. Change the Status of the Form to Maintenance and navigate to Design form step.
   

6. Drag and drop the Single Choice control and configure the Common Master as a Data Source.
   

7. Publish the Form and Navigate to Consumer end of the form.
   

8. Go to Asset Management.
   

9. Select Form that is added with Single Choice control. Click on the dropdown field.
   

N/A

77870

Analyst is unable to select a value on the Source field for some specific incidents.

Note

This issue is occurring for Incidents that were created using the Apply Template.

Steps:

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

2. Select Service Management Application.

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

4. Click New to create an Incident.
   

5. Click vertical ellipsis on the top right and select Apply Template.
   

6. Select Template and click Apply.
   

7. Save the Incident.
   

8. Select the same Incident on the List page Select value from the dropdown in Source field.

N/A

77601

Selected multi choice values are not displayed under multi valued group after the creation of Service Request.

Prerequisite:

Add multi valued group in the multi choice drop - down in the Catalog Form.

Steps:

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

2. Select Service Management application.
   

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

4. Select the Catalog Form which has the multi valued group and multi choice created.
   

5. Enter all the mandatory fields and add Multichoice values.
   Click Save.
   The Service Request is created.
   

6. Navigate to Service Request Details page and verify the result.

N/A

77600

The configured Workflow on a Sub Form that is further with configured with Create Record functionality, is not working as expected. Record is not created after workflow initiation.

Prerequisites:

1. Workflow should be configured on Sub Form (VPN Access).
   

2. App Designer should be on the Design Workflow step.

Steps:

1. Drag and drop User Approval component and configure it.
   

2. Drag and drop Create Record component and configure it with the below attributes,
   Module: Workorder

   Form Type: Sub Form
   Form: New Joinee Laptop Allocation.
   

3. Click Save and publish the Workflow.
   

4. Create a record that match to the above workflow Conditions.
   

5. Complete the workflow. Verify if the record is created.

N/A

77672

Text input lag occurs in the Symptom and Description text fields while typing.

Steps:

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

2. Navigate to Incident > Manage Incidents.
   

3. Click New to create a new Incident.
   

4. Enter the required details with details in the Symptom and Description text fields.

N/A

77801

After configuring and saving the Set Value component, if you navigate back to the Properties popup, the dropdown fields do not retain the previously selected values.

Prerequisites:

1. Configure the workflow on the Sub Form (VPN Access).

2. App Designer should be on the Design Workflow step.

Steps:

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

2. Navigate to Module > Incident > Designers > Workflow Designer. The Workflow Designer list page is displayed.

3. Click New to create a new workflow.

4. In the General, enter all the required fields.

5. In the Design Workflow step, Drag and drop Set Value component on to Designer canvas.

6. Navigate to Properties popup. Configure Status, Resolution, Closure Code, Solution, and Closure category fields.

7. Save the Set value component.

8. Navigate to Set value properties popup.

9. Verify the values are retained for all the fields.

N/A

77877

When you configure the Workflow on the Sub Form with Wait for Condition at the beginning, it triggers from the start again even after completion.

Prerequisite:

Configure the workflow on the Sub Form (VPN Access).

Steps:

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

2. Navigate to Module > Incident > Designers > Workflow Designer. The Workflow Designer list page is displayed.

3. Click New to create a new workflow.

4. In the General step, enter all the required fields.

5. Navigate to the Design Workflow step.

6. Drag and drop Wait For Condition component and drop it onto the designer canvas.

7. Open the Properties popup.

8. Configure the condition criteria on Main Form (Manage Service Request).

9. Add an If condition with criteria on Main Form (Manage Service Request)

10. Configure the Create Record component.

11. Select Save and Publish the workflow.

12. Navigate to Manage Service Request list page and select New.

13. Create a Record that matches the workflow conditions.

14. Complete the Workflow.

15. After the Workflow completes, check whether it has terminated.

N/A

168662

Work Orders are not getting created, when the Work Orders are added as part of a Workflow.

Steps:

1. Create a new Workflow and provide all necessary details.

2. In the Design Flow, create a record labelled Workorder, which should be executed upon meeting a specific condition.

Workorders are getting created automatically for a Service Request, when a Work order is added as part of a Workflow for the respective Ticket.

168496

While creating a Service Request workflow that includes a wait condition, the workflow did not function as expected after adding an 'If' condition.

Steps:

1. Create a new workflow and provide all the necessary details.
   

2. In the design flow, first create a record labeled Workorder, and within that Workorder, add two new statuses: "Valid" and "Not Valid."
   

3. After the record is added, configure a wait condition that checks whether the status is either "Valid" or "Not Valid."

4. Add an If condition to check if the status is "Valid."

   If the status is “Valid”, create a new record.

   If the status is "Not Valid," create an additional record.

While creating a Service Request workflow that includes a wait condition, the workflow is working as expected after adding an 'If' condition.

168241

In the customer instance when users changed the Form Status of the below forms to Maintenance then an error toast message was displayed stating "An error occurred while processing your request".

Module: Interaction

Form: My Interaction

Module: Service Request Form: Service Request Details form

Steps:

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

2. Select Service Management Application.
   

3. Click settings icons and select Design Studio.
   

4. Navigate to Service Request Module > Form Designer > Service Request Details form.
   

5. Click Publish step and change the Status to Maintenance.

6. Observe for any error.
   

Note

Repeat the above steps for My Interaction Form.

In the customer instance when user changes the Status of Service Request Details Form and My Interactions Form to Maintenance then no error is displayed.

169731

The New Sub Form (Catalog Form) created for Service Request were not displayed on the list page and on the New SR list page.

Steps:

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

2. Navigate to Module > Service Request > Form Designer.
   The Form Designer List page is displayed.

3. Click New to create a new record.

4. Select Start from Scratch to create a new form.

5. Enter all the required fields in General, Design Form, Sequence Generator, Design List view, and Summary steps.

6. In the Publish step, click Published. Verify that the created Service Request appears on the list page.

The New Sub Form (Catalog Form) created for Service Request are now displaying on the list page and on the New SR list page.