Release Notes v6.1.0.1 HF02

Fields which are dedicated for Analyst like Notes for self, Vendor tab details and few more tabs which are not applicable for End user form are displayed in the Change History of User Incident detail page whenever the analyst updates.

Steps: 

1. Login to the Apex application as an Admin or App designer.
   
   
2. Navigate to Settings > Design Studio > Application.
   
   
3. Select Analyst(s).
   
   
4. Select the Tenant to which the analyst belongs.
   
   
5. On the details page, click Workgroup.
   
   
6. Hover over the analyst’s name to be deleted and click the Delete icon.

On the Asset card in Incident Management (IM), the Location field remains empty. 

In the Manage Incidents screen, when an analyst selects the asset serial number, all details except the location are populated.

Steps:

1. Log in to Application as an Analyst.
2. Navigate to Incident > Manage Incident.
3. Click on the saved record ID hyperlink.
4. Select Send Mail from Action.
5. Select the Notification Template.
6. Verify the content, it is taking a few seconds to load.

Steps:

1. Log in to application.
2. Configure Mailbox with API Protocol.
3. Configure Parser with created the Mailbox.
4. Validate by sending email.

1. Log in to Apex.
2. Click Service Management.
3. Click Reports from left navigation panel.
4. Click the respective report you want to open. 

1. Time zone should be>>  ( TC -6:00)  Central time  (US & Canada)
2. Incident must be logged at exactly 12:01 am.

   
   

1. Log in to Apex.
2. Click Service Management app.
3. Click Incident > My Incident.
4. On list page click Incident ID.
5. Click Change History tab.

1. Log in to Apex.
2. Click Service Management.
3. Click Service Request > My Service Request.
4. Click New.
5. Expand the Category by clicking > on your left panel.

1. Log in to Apex.
2. Click Service Management app.
3. Click Work Order from left navigation panel.
4. Click Manage Work Order.
5. Click Work Order ID from the list page.
   The Work Order details page opens.
6. Click Link tab. 

1. Log in to Apex.
2. Click Service Management app.
3. Click Service Request > Manage Service Request.
   The Service Request list page is displayed.
4. Click the Service Request ID you want to open or edit.

Prerequisite:

1. Navigate to Platform Studio > Departments >Create a Tenant.
2. Navigate to Mapping >Select Service Management > Map Service Request module to the newly created tenant.
3. Now unselect the mapped Service Request module for the tenant in Mapping Page.
4. Click Save.

Steps:

1. Log in to application.
2. Navigate to Service Request > My Service Request > Click New.
3. Verify if the Tenant is displayed.

Steps:

1. Log in to application.

1. Navigate to Incident > Manage Incidents.
2. Create a New View and make it default.
3. Then change the filter combination with other values.
4.  From the list page Export to Excel.
5. Validate the data on excel sheet and the tool.

Steps: 

1. Navigate to Settings > Design Studio > click Application tile.
   
   
2. Click Analyst(s). The Analysts list page is displayed.
   
   
3. Assign an Analyst to the IT Tenant.
   
   
4. Assign an Analyst to the HR Tenant.
   
   
5. On the Analyst list page, select the record.
   
   
6. Assign the Analyst and save the record. 

Steps:  

1. Login to the Apex application as an Analyst.
   
   
2. Navigate to Service Management > Change Management > Manage Change Requests.
   
   
3. On the manage change request list page, click the Filter icon.
   
   
4. Select the Advance filters. Enable the option “View Other Workgroups”. Click Apply.
   
   
5. Click “Save as New View”. Enter a view name and enable “Set as Default”. Click Save.  

Prerequisites:

Modules should be configured in the Role Templates. 

Steps: 

1. Login to the Apex application.
   
   
2. Navigate to Service Management > Reports.
   
   
3. Click the Reports tab.
   
   
4. Select the Module from the dropdown.

Steps: 

1. Navigate to Incident > Manage Incident.
2. Click the Filter icon on the list page.
3. Enter the required values and click Apply.
4. Click the Export to Excel icon. 

Steps: 

1. Create a template in the Incident module.
2. Create a ticket using the template.
3. Navigate to Incident > Manage Incident list page.
4. Click on the 'more' button available against the description.  

Steps: 

1. Navigate to Design Studio > Application > Workgroup.
2. Select the desired workgroup, deactivate the Active button and click Save. 
3. Go to Service Management > Incident > Manage Incident.
4. Go to the Incident details page and verify the deactivated workgroup.
5. The deactivated workgroup should not be displayed. 

Steps: 

1. Navigate to Change > Manage Change Record List.
   
   
2. Select Tenant > Select Change Type as Normal, Category as Small, and Risk as Low (which should satisfy the standard template).
   
   
3. Enter the Standard Template name and propose for standard template field.
   
   
4. Fill in other mandatory fields and click Save.
   
   
5. Authorize and approve the created CR.
   
   
6. Implement the approved CR.
   
   
7. Navigate to the list page > click New.
   
   
8. Select Tenant > select Change Type as Standard. Verify the created standard template (created standard template should display in pop-up. 

• Mailbox should be configured.
• Notification parser should be configured.
• Business rules should be configured.

Steps:

1. Navigate to Admin > Infrastructure > Business Rule.
2. Configure a Business Rule for a condition when the status is Pending and Tenant is Information Technology, the Pending Reason will be is one of (select Awaiting for user response for all Tenants, if it has more than one Tenants).

• Mailbox should be configured.
• Notification parser should be configured.
• Job should run.

1. Send an email to the mailbox ID with email body and subject.
2. Login to the application as an Analyst.
3. Navigate to the left menu. Click Incident > Manage Incidents.
4. On the Manage Incidents list page, verify whether the tickets are created or not.

1. Select Service Management.
2. Click Incident Management from the left navigation menu.
3. Click Manage Incidents or My Incidents whichever records you want to view.
4. Click Export icon present on the top right corner of the Incident list.

1. Login to the application with Analyst access.
2. Click Service Management.
3. Navigate to My Workload section to view Service Requests card that displays the count of SRs assigned.

1. Click the setting icon on the top panel.
2. Click Design Studio.
3. Click on the dropdown menu of Module.
4. Select a module.
5. Click New to create a new form (Form1).
6. In the Design Form stepper, add a single choice control and enter the values manually.
7. Create another form (Form2) by using previously created existing table data.
8. Drag and drop existing fields in the newly created form canvas.
9. Click Publish.
10. Verify the form from consumer end.
11. Edit Form1 by providing two different values.
12. Click Publish.
13. Edit Form2 by deleting the added controls.
14. Drag and drop the fields.
15. Click Publish.
16. Verify the form from the consumer end.

Unable to create or update user records without filling in "E-mail ID 1" information under Additional Email IDs.

Upon clicking Submit, the following error is displayed:

“Please enter all mandatory value(s).”

Steps:

1. Navigate to Platform Studio.
2.  Navigate to Access Control Centre > User and click New.
3. Fill in all the mandatory field details for user creation.
4. Click Submit.

Auto creation of Problem record is not happening from Major Incident.

When an incident is marked as a Major incident and when it is resolved, a Problem record should be created automatically. 

However, after the ticket is resolved, the problem record is not created.

Steps: 

1. Navigate to Incident > Manage Incidents > List.
2. Click the required Incident ID hyperlink.
3. On the Incident ID details page, under the General > Classification tab, enable the Major Incident toggle switch.
4. In the Major Incident pop-up, provide the required details under General, Root Cause, and Preventive Action tabs.
   Click Save.

Request to hide the “Requestor” option on the My Service Request page.

Steps:

1. Log in as an End User.
2. Navigate to Service Request > My Service Request.
3. Click the New button.
4. On the page header, click the CustomScript option.
5. Choose the Page Custom Script option.
6. In the Typescript tab, add the below mention line of code.

1. Reply to an Email that has Parser Rule configured.
2. Validate if the message is updated on the ticket.

The email notification time showed a one-hour discrepancy if the user was logged in from a time zone observing daylight saving time.

Steps:

1. Navigate to Incident > Manage Incidents.
   
   
2. Click New.
   
   
3. Enter the required details and click Save.
   
   
4. Navigate to the newly created Incident and click Send Email.
   
   
5. Enter the details and select the Notification Template from the list.

Steps:

1. Navigate to Incident > Manage Incidents.
   
   
2. Click Incident ID hyperlink.
   
   
3. In the Assigned To section, select Workgroup from the list.

In the Assigned To section of the module, the Analyst drop-down loads correctly, and the analysts are sorted alphabetically.

Steps:

1. Navigate to Incident > Manage Incidents.
   
   
2. Click New.
   
   
3. Enter the required details without selecting any analyst.
   
   
4. Navigate to the newly created Incident and update the ticket and click Save.

The API uses a username and password to obtain a token, which is then used for subsequent calls. Although the token can be obtained, it cannot be stored in a variable for reuse.

Attempts were made to use the Parameters section for this purpose, but like the initial credentials, it was not getting saved properly. 

Steps: 

1. Login to the APEX portal.
    
2. Navigate to the APIConfiguration under the IncidentManagement module in the DesignStudio of ServiceManagement.
    
3. Set the domain and subdomain as SymphonyAI and SymphonyAISummit respectively.
    
4. Select the Tenant as InformationTechnology.
    
5. Open the API named Jamf.
    
6. Open the configured PAI to get the bearer token.
   
   
7. Note that the token cannot be saved in a variable in the Params section.

Some Analyst's names were missing from the dropdown list and were not sorted alphabetically. 

Prerequisites:

1. More than 15 Analysts should be present. 
2. Some Analyst names should be in lowercase. 

Steps: 

1. Navigate to Incident > Manage Incident. 
2. Access the required Incident from the list. 
3. Click on the Analyst dropdown. Check the alphabetical order and Analyst names. 

Note: The same can be replicated in Service Request also. 

Steps: 

1.    Navigate to Service Management > Application > Workgroup.

2.    In the General configuration section, add the mandatory details and create Workgroup.

3.    Navigate to List Page and select the created Workgroup > Update Primary Owner field > click Next and publish the changes. 

4.    Select the created/updated Workgroup > Verify if the Primary Owner field is reflecting correctly.

Steps:

1. Login to the APEX portal.

2. Navigate to the Workgroup List page.
    
3. Set your desired Workgroup (Workgroup 1) as the default.
    
4. Raise a ServiceRequest (SR) and check the workgroup. The default workgroup should be selected in the SR detail page.
    
5. Change the default Workgroup to another one (Workgroup 2).
    
6. Raise another SR and check the workgroup in the detail page. The recently set default Workgroup should be displayed in the SR detail page.

Steps: 

1.  Login to the APEX portal.
   
   
2. Navigate to ServiceManagement > Incident > ManageIncident > List.
   
   
3. Verify if the Symptom and Description fields are getting displayed properly.  

A single-choice dropdown is created in the catalog and kept hidden.

When the catalog is opened for the first time, it appears fine. However, after clicking the back arrow and returning to the catalog menu, opening the same catalog 4-5 times causes the hidden dropdown to appear and become editable.

Prerequisite:

1. Any one of the single choice controls present in catalog must be configured as Hidden every time.

Steps:

1. Navigate to Service Request > My Service Request.
2. Select any one Catalog. Verify the control that is configured as hidden.
3. Click the application back button and open the same catalog.
4. Verify the control that is configured as hidden.
5. Repeat the same step for more than 5 times.

Steps: 

1. Navigate to Incident > Manage Incidents > List.
2. On the list page, click the Filters icon to access the Advance Filter pop-up.
3. Enable the View Other Workgroups option and click Save.

1. Navigate Design Studio > Form Designer. 
2. Create a Sub Form (Catalog). 
3. Publish the form. 
4. Put the above created form under maintenance. 
5. Observe the General tab fields (Parent Form, Group By and Menu Item).

The existing scheduler was not getting updated under Maintenance state. System was displaying the following validation message:

“Atleast one action must be configured.”

Steps:

1. Navigate to Settings > Design Studio > Select Application > Scheduler.
2. Click existing Scheduler ID and perform Azure AD import. 
3. User should be in General stepper. 
4. Navigate to Publish stepper and click Maintenance tab and click Update. 

1. Navigate to Settings > Design Studio > Select Application > Scheduler.
2. Click any existing Scheduler ID and Scheduler details page is displayed. 
3. Click Scheduler under breadcrumbs on the top of the page.

1. Navigate to list page of Incident or Service Request module. 
2. Click Filters > Advance Filter. 
3. Select the Field as Requestor Email ID.

1. Navigate to list page of Service Request module.
2. Observe the business rules for the SRs with Status as New. 

• When clicked on widgets, the complete count of the list was displayed accurately but when exported the count did not match to the displayed count list. 
• When Advance Filter settings were added to any widget, the list was not exported accurately to Excel. 

1. Login to APEX application as Analyst. 
2. On Analyst Dashboard, click any Widget.
3. The count of the list is displayed. 
4. Click(export) icon, to export the list.
5. Click (Filter) icon to add Advance Filters. 
6. Click Submit. 

• The complete count of the list displayed on widgets and the list exported to Excel is matching. Export functionality is working as designed. 
• On adding Advance Filter parameters, the filtered lists are exported to Excel. Export functionality is working as designed. 

On the Manage Incident List page, the following options were displaying for Cancelled, Resolved, and Closed incident statuses:

• Send Email
• Remote Desktop

1. Navigate to Incidents > Manage Incidents.
2. Click three dots corresponding to Incident ID to view the options displayed.

• Though the option Convert Incident to is removed, when clicked on the empty space, a pop-up was displayed.
• The option Convert Incident to was displaying for Cancelled, Resolved, and Closed Incident statuses. 

1. Navigate to Incidents > Manage Incidents.
2. Click three dots corresponding to Incident ID to view the options displayed.

• Send Email
• Remote Desktop
• Convert Incident to 

1. Navigate to Incidents > Manage Incidents.
2. Click three dots corresponding to Incident ID to view the options displayed.

1.  Navigate to Service Requests > Manage Service Requests. 
2. Click SR ID hyperlink from the Service Request List page. 

Steps:

1. Reply to an Email that has Parser Rule configured.
2. Validate if the message is updated on the ticket.