Release Notes v6.1.0.1 HF10

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While saving the Admin Form, the system displayed the following error message.

Steps:

1. Log in to the Apex application as an App Admin.
   
   
2. Select the application as Service Management.
   
   
3. Select the required module.
   
   
4. Expand the Configurations section to add values in the required Admin form.
   
   
5. Click Save to save the configurations. 

Steps:

1. Log in to the Apex application as an App Designer.
   
   
2. Select the application as Service Management.
   
   
3. Select the required module as Change.
   
   
4. Navigate to Form Designer > Designer step.
   
   
5. Drag the Multivalued Group panel and then drag Multichoice form control on the form.
   
   
6. Under Data Source select the table as User and click Save.
   
   
7. Open the above created CR and observe the rest of the field values.  

1. Log in to the Apex application as an End User.
    
2. Navigate to Manage Incidents > Click New. The Incident details page is displayed. 
    
3. Select the required Tenant and click Save.
    
4. Observe the validation message. 

In the Change Management module, an error occurred message was displayed while saving the Change Record Template.  

Prerequisites: 

1. Log in to the Apex application as an App Designer.
   
   
2. Navigate to Design Studio > Module. Select the Change module.
   
   
3. Navigate to Form Designer.
   
   
4. Place the "Manage Change Request" form under Maintenance. Next, navigate to the Design Form step and select the Risk tab.
   
   
5. Drag and drop “Single Choice” control. Configure more than 100 as field value in the Title field.
   
   
6. On the Data Source tab, default is set to Manual. Add Yes and No values to the Label field. Click Save.
   
   
7. Save and Publish the form.

Steps:  

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Change > Manage Change Request.
   
   
3. Click New. Select the required Tenant.
   
   
4. Select the Single choice control configured above. Enter all the required details.  
   
   
5. Click Create Template. Enter the Template Name, Tags and other details and Save the template.
   
   
6. On the Header, click Kebab icon and click ImportTemplate. 

The Change Record Template is saved successfully without any error message.  

1. Log in to the Apex application as an App Admin.
   
   
2. Navigate to Settings icon > click Design Studio.
   
   
3. Select Change from Module dropdown to view the list of all configured forms.
   
   
4. Select Manage Change form from the list page.
   
   
5. Navigate to Publish step > change the status to Maintenance > click Submit.
   
   
6.  Navigate to Design Form step > add a condition to any Field control in the Validations tab of the control's settings > click Save.
   
   
7. Navigate to Publish step > click Submit.
   
   
8. Navigate to Design Form step > delete the condition added in the Validations tab of the control's settings in step 7 > click Save.
   
   
9. Navigate to Publish step > click Submit.
   
   
10. Navigate to Design Form step.
    
    
11. Update the condition for the Field control (configured in step 7) under Validations tab > click Save.
    
    
12. Navigate to Publish step > change the status to Published > click Submit.

Steps:

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Change > Change Request > click My Change Requests.
   
   
3. Click New.
   
   
4. Fill in all details including Change Category by clicking .
   
   
5. Click Save.

1. Log in to the Apex application.
2. Navigate to Change > Manage Change Requests. The Manage Change Requests List page is displayed.
3. Click New to create a new Change Request.   
4. In the General tab, under the Timelines section, enter all the details including the Planned Start Time.  
5. Click Save. 

1. Log in to the Apex application. 
2. Navigate to Service Management > Application > Access Control Center > User Role Mapping. The User Role Mapping List page is displayed. 
3.  Click New, in the General step, enter all the required details and click Next.
4. In the Define Access step, select the Field and Operator, the Value field is auto populated. Click Next.
5. In the Publish To step, enter the details for Add Filter Set and click Update. 

Prerequisite: 

Configure API for Mailbox.  

Steps: 

1. Log in to the Apex application as an Application Admin.
   
   
2. Navigate to Design Studio > Application > Mailbox Configuration. The Mailbox Configuration list page is displayed.
   
   
3. Click New.
   
   
4. Enter the required fields in the General and Configuration steps and proceed to the Rules step.
   
   
5. Click Mailbox Diagnosis.  

Prerequisites:

1. Configure Business Rule with Notify to Requestor and Workgroup.
   
   
2. Set Condition for Status as New. 

Steps: 

1. Log in to the Apex application.
   
   
2. Navigate to Design Studio > Problem Management > Notification Designer.
   
   
3. Configure General and select Email as Medium.
   
   
4. On the Design step, configure two Grids, one with Analyst and other without Analyst.
   
   
5. Drag and drop the configured Grids on the Notification Template.
   
   
6. Save Template and complete the Notification Designer configuration.
   
   
7. Navigate to Design Studio > Problem Management > Business Rule Designer.
   
   
8. Create two BRDs, one with Condition as analyst Not Null and map it with the Analyst Template.
   
   
9. Other BRD Condition as Analyst Is Null and map it without the Analyst Template.
   
   
10. Create New Problem record without selecting Owner/Analyst.
    
    
11. Verify the Communication History and the Template. 

Prerequisite:

Create a Problem Request (PR) and add the RCA details in the RCA tab in the created PR.

Steps:

1. Log in to the Apex application as an Approver.
2. Navigate to the Problem > Problem Record > Approve Problem Record. 
3. Click PR ID hyperlink of the created PR. 
4. Click RCA tab and click Show Fishbone Diagram icon.

The Fishbone Diagram for Approver is displayed without any issue.

An error occurred when the Approver attempted to open the Relationship tab on the Approve Change Request page. 

The following error message was displayed:
'An error occurred while processing your request.' 

Prerequisite: 

The Relationship tab must be configured in Approve Change Request form under Form Designer. 

Steps: 

1. Log in to the Apex application as Analyst.
   
   
2. Select Service Management application.
   
   
3. Navigate to Change > Change Request > Manage Change Request.
   The Manage Change Requests List page is displayed.
   
   
4. Click New to create a new record or click the required CR ID to open the existing record.
   
   
5. Create a Work Order and click Submit.
   
   
6. Log in to the Apex application as an Approver.
   
   
7. Select the Service Management application.
   
   
8. Navigate to Change > Change Request > Approve Change Requests.
   The Approve Change Requests List page is displayed.
   
   
9. Click the required CR ID to view the details page.(The record for which the Work Order is created).
   
   
10. Click the Link-Relationship tab and verify the result. 

Steps: 

1.  Log in to the Apex application as as an End User.
   
   
2. Navigate to Service Management > Incident > My Incidents. The My Incidents list page is displayed.
   
   
3. Click the Incident ID hyperlink to view to My Incident details page.
   
   
4. Click Home icon.
   
   
5. Click Service Management application and verify the side panel. 

Prerequisite:

A multi-valued group should be created under the Test tab for a Change Record.

Steps:

1. Log in to the Apex application.
   
   
2. Click Service Management.
   
   
3. Navigate to Change > Manage Change Records.
   
   
4. Click ID hyperlink of a Change Record to view the Change ID details page.
   
   
5.  Click Test tab > navigate to the multi- valued group.
   
   
6. Fill in all the field values > click Add.
   
   
7. Verify that the records created for the multi-valued group under Test tab are being saved without showing any error.

Common Master values were not getting disabled. Although marked as inactive, those values continued to appear in the Catalog dropdown list. 

Prerequisites:  

1. Navigate to Service Management > Platform Studio > Platform Masters > Common Master.
   
   
2. Select the required Master Type. The Common Master values list page is displayed.
   
   
3. Select any Common Master and deactivate the value.
   
   
4. Create a Form with a Dropdown value having the data source as Common Master.  

Steps: 

1. Navigate to Service Management > Service Request > Manage Service Requests. The Manage Service Requests list page is displayed.
   
   
2. Click New and select the catalog in which the common master value is inactive. 

The inactive Common Master values are now disabled and are not displayed on the form. The functionality is working as expected.  

1.  Configure the values for the Category Priority And Service Matrix Window.
2. Define the Conditions for the Category Priority And Service Matrix Window in Business Rule. 

Steps:

1. Log in to the Apex application.
2. Navigate to Module > Business Rule Designer. The Business Rule Designer List page is displayed. 
3. Click New and enter all the mandatory details for the General and Trigger steps and click Next. 
4. In the Condition step, click Add Filter Set to define conditions. 
5. Set the conditions for Business Rule. 
6. Select Field as Category, Operator as Dynamic, and under Value field Select Table as Category based Priority and Service Window and Select Value as Category from the dropdown. Click Next. 
7. In the Actions step, navigate to the Update Fileds tab. Select the Field. and enable the Dynamic toggle button. The Value filed is auto populated. 
8. To add multiple fields, click the + symbol.
   Note: 

   • In the Add Filter Set, update Category Based Priority and Service Window to a single value based on the Category condition. 
   • Multiple Fields can be selected for Category. 

Steps: 

1. Log in to the Apex application.
   
   
2. Navigate to Design Studio > Incident Module > Form Designer.
   
   
3. Select Manage Incidents Form.
   
   
4. In the Publish stepper, put the Form to Maintenance.
   
   
5. Edit the Efforts field on the Form.
   
   
6. Update the Effort type to Hours, Minutes, Seconds.
   
   
7. Click Save and verify the configuration. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Create a CR.
   
   
3. Notification mail will be triggered.
   
   
4. Reply to the Notification mail and validate if User Communication is updated in the ticket. 

Steps:

1. Log in to the Apex application.
   
   
2. Navigate to Incident > Manage Incidents. List page of Manage Incidents is displayed.
   
   
3. Click hyperlink ID of a record.
   
   
4. Clickon top panel > click Convert > click Service Request. A new Service Request record page is displayed.
   
   
5. Fill in all the details > click Save.
   
   
6. Verify that a Service Request is created.

Prerequisite:

The Landing page should be set as a consumer end page in the User Profile.  

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to the logged-in User Profile.
   
   
3. Click Switch User.
   
   
4. Select a Role from the drop-down menu.  
   
   
5. An error message is displayed. 

The Work Order created from the links tab in the Manage Change Request page was not listed. 

It displayed the following error message: 

"An error occurred while processing your request” 

This error was displayed on both the Manage Change Requests and Manage Work Order pages. 

Steps: 

1. Log in to the Apex application as Analyst.
   
   
2. Select Service Management application.
   
   
3. Navigate to Change > Change Request > Manage Change Requests.
   The Manage Change Requests List page is displayed.
   
   
4. Click New to create a new Change Request (CR).
   
   
5. Enter all the required information and click Save.
   
   
6. On the Manage Change Request List page, click the CR ID hyperlink of the newly created CR.
   
   
7. Navigate to Links tab. Click Create option to choose Work Order.
   
   
8. Create the Work Order and save the CR.
   
   
9. Navigate to Links tab and verify whether the record details are displayed in both CR and Work Order. 

Steps: 

1. Log in to the Apex application as an Approver.
   
   
2. Navigate to Service Management > Change > Approve Change Request. The Approve Change Request list page is displayed.
   
   
3. Click the Change ID to go to the Approve Change Request details page.
   
   
4. Navigate to General > Categorization > Requestor.  The Requestor field becomes editable on the Approve Change Requests page.  

Steps: 

1. Log in to Apex application as an Application Designer.
   
   
2. Navigate to Design Studio > Application > Notification Parser. The Notification Parser list page is displayed.
    
3. Click ID to open a created record.
   
   
4. Navigate to the Parser Content step.
   
   
5. Click Define Conditions.
   
   
6. Verify whether the values are displayed.  

In the Scheduler, the column mapping did not update the user.country field when the value was empty in the AD Import Azure Call API function. 

Steps: 

1. Navigate to Service Management > Design Studio > Application > Scheduler. The scheduler list page is displayed.
   
   
2. Click the Azure AD Import ID job.
   
   
3. Click the Publish step and change the status from Published to Maintenance. Click Submit.
   
   
4. In the General step, select Custom Event in the Scheduler Type.
   
   
5. In the Actions step, select Call API. Select AD Import Azure in the API dropdown.
   
   
6. Click Get API Request and Send Request. Select Column Mapping and locate Customer.
   
   
7. Click Map Values under Value Mapping and map the country in the Source. 

The default column mapping values are chosen for the AD Import Azure Call API in the Scheduler. 

In the Change Management module's admin forms such as Impact, the Tenant dropdown was empty and did not show any options.

Prerequisites:  

1. Navigate to Service Management > Design Studio > Module. Select the Change module.
   
   
2. Navigate to Form Designer and select Impact. In the Publish step, change the status from Published to Maintenance.
   
   
3. In the Design Form step, under Form Controls, drag and drop the Multi Choice control onto the canvas.
   
   
4. Click Settings for the multi choice control and configure the Data Source tab to include values for multiple tenant dropdown. 

Steps: 

1. Navigate to Service Management > Design Studio > Module. Select the Change Module.
   
   
2. Click Configurations and select the Impact under Change SLA Configs.
   
   
3. Click New and select the Tenant dropdown. 

The Tenant dropdown shows all the tenants configured for the admin form.

1. Log in to Apex application.
   
   
2. Navigate to Change > Manage Change Requests. The list page of Manage Change Requests is displayed.
   
   
3. Click hyperlink of a Change Record with status Closed.
   
   
4. Navigate to General tab > specify the values for Urgency and Impact fields.
   
   
5. Verify that the value in Priority field is auto populated.

1. Log in to Apex application.
   
   
2. Click Settings icon > Design Studio.
   
   
3. Click Application from the left menu > Notification Parser. List of configured Notifications Parsers is displayed.
   
   
4. Click New.
   
   
5. Fill in all the details in the configuration page. Click Submit to create a Notification Parser rule.
   
   
6. Click the new created record on the list page.
   
   
7. Navigate to Parser Content step.
   
   
8. Click Define Condition.
   
   
9. Verify that the Parser rules are retained.
   
   
10. Navigate to Actions step.
    
    
11. Verify that the values in Module and Table fields are retained.

The email to ticket functionality while using a single-tenant setup was not working because the form validation rules table contained multiple form control validations.  

Prerequisites:  

1. Configure 2 or more mandatory controls in the Manage Incident form.  
2. Configure Mailbox and Notification Parser for incident creation.
   
   
3. Compose and send an email to the newly created email address, ensuring it has an appropriate subject and body content. 

Steps: 

1. Navigate to Service Management > Incident > Manage Incidents.
   
   
2. On the Manage Incidents list page displayed, verify the newly created incident.  

After removing the single tenant validation rules table, the email to ticket functionality is working as expected.  

1. Log in to Apex application as an Application Designer.
   
   
2. Select Service Management and click on settings icon, select Design Studio.
   
   
3. Navigate to Module > Change > Designers > Notification Designer.
   
   
4. Click New to create a new notification template.
   
   
5. In General, enter the details and click Next.
   
   
6. Select Medium(s) and click Next.
   
   
7. In Template stepper, select Grid section, and click +Add New.
   
   
8. In the Table dropdown field, select a value.
   
   
9. In Configure Columns, verify if the field values display null value.

Steps: 

1. Log in to the Apex application.
   
   
2. Select Service Management application.
   
   
3. Navigate to Incident > Manage Incidents.
   The Manage Incidents List page is displayed.
   
   
4. Click the Show dropdown and select a value which is more than 20.
   
   
5. Click Next in the pagination.

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to the Incident > Manage Incident Requests.

Prerequisites: 

1. Set the Field to Single Choice and the Operator to Dynamic for the Admin Table in the Conditions step of the Business Rule Designer.
   
   
2. Create an Incident with Condition matching Business Rule Designer configuration. 

Steps: 

1. Log in to the Apex application as an Analyst.
    
2. Navigate to Incident > Manage Incidents. The Manage Incidents list page is displayed.
   
   
3. Click ID to open a created record.
    
4. Navigate to the Change History icon.
     
5. Click BR History.  

1. Log in to the Apex application as an Application Designer.
   
   
2. Select Service Management and click on settings icon, select Design Studio.
   
   
3. Navigate to Module > select any Module > Designers > select any Designer.
   
   
4. Verify if pagination works as expected on the List page.

1. Field as Status and Value as Requested. 
2.  Field as Change Type and Value as UnPlanned.  

1. Log in to the Apex application as an Application Designer.
   
   
2. Select Service Management and click on settings icon, select Design Studio.
   
   
3. Navigate to Module > Select any Module > Designers > Business Rule Designer.
   
   
4. Click New on the List page, to create a new Business Rule template.
   
   
5. In General and Trigger, enter the details and click Next.
   
   
6. Click Run and select Based on Condition.
   
   
7. Click +Add Filter Setand set the below conditions:
   1. Field as Status and Value as Requested. 
   2. Field as Change Type and Value as UnPlanned.  
8. Verify if the Change Type's Value displays list and selectable.  
   

While configuring the Business Rule Designer, in the Conditions step, the Change Type Field is displaying Values in the list.  

The created Business Rule for Auto status update to ECAB Approval is processing as expected.

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Select the Service Management application.
   
   
3. Navigate to Analyst Dashboard > My Team Workload. 
   
   
4. Check the data displayed in this tab.
   
   
5. To check the List of Incidents, Service Requests, Problem, Change, or Work Order records, click the hyperlink in the My Team Workload tab.
   The list page with the selected criteria is displayed.
   
   
6. Verify the data displayed on the List page. 

Steps: 

1. Log in to the Apex application.
   
   
2. Navigate to Manage Incidents and open the existing ticket with 50% SLA breach.
   
   
3. Validate the SLA. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Service Management > any Module > List page.
   
   
3. Filter for fields such as Customer, Serial Number, Manufacturer, and SLA Offering List. 

1. Log in to the Apex application.
   
   
2. Click Settings icon > Design Studio.
   
   
3. Select Change from the Module dropdown.
   
   
4. Click Designers > Workflow Designer > click New.
   
   
5. Fill in all the details in the General step.
   
   
6. Select Core Flow from the Type dropdown.
   
   
7. Click Save > Next.
   
   
8. Define the trigger and conditions in Set Trigger & Condition step.
   
   
9. Select Based on Condition under Condition section.
   
   
10. Click + Add Filter Set.
    
    
11. Select Change Category in the Field column.
    
    
12. Select the Operator.
    
    
13. Clickto select an option from the Value dropdown.

Steps: 

1. Log in to the Apex application.
   
   
2. Configure SLA workflow as follows:
   
   
   1. RCA Draft SLA Start: The SLA countdown begins once the status is changed to RCA Draft.
      
      
   2. SLA Stop: The SLA stops when the status is changed to RCA Submitted to Customer.
      
      
   3. Pending Status: The SLA is paused if the Status is set to Pending. 

Steps: 

1. Log in to the Apex application as an Analyst. 
2. Navigate to the Service Management > Incident > Manage Incidents.
       The Manage Incidents – List page is displayed. 
3. Click New to create a new Incident. 
4. Enter the required details, and in the General tab, select the Customer Name.

The Change Record (CR) can be submitted without attaching the mandatory file in the Upload field.

Steps: 

1. Log in to the Apex application as an Analyst. 
2. Navigate to the Service Management > Change > Manage Change Requests.
   The Manage Change Requests list page is displayed.
3. Click New to create a new Change Record. 
4. Enter the required details and upload a file from the Upload button. 
5. Click Delete icon to delete uploaded file and click Save. 

N/A

Steps: 

1.  Log in to the Apex application as an Analyst. 
2.  Navigate to the Service Management > Incident > Manage Incidents.
3.  Click the Maximize button in the top-right corner of the Manage Incidents – List page. 

Steps: 

1. Log in to the Apex application as an Analyst.
2.  Navigate to Reports.
3. Select Module as Incident.
4. Select the Daily Incident Report. Report is displayed.
5. Click the Export icon and select Excel.

Steps:

1. Log in to the Apex application as an Application Designer. 
2.  Navigate to the Service Management > Settings icon > Design Studio > select Change module > Form Designer > Manage Change Requests. 
3. Drag and Drop the Long Text in the Rich Text Editor.
4. Click gear icon to view the Long Text dialog box.
5. Select Validations tab and configure fields as Hidden and Conditions Meet - When category is Version Upgrades.
6. Click Next and publish the form.
7. Log in to the Apex application as an End User.
8. Navigate to Change > My Change Requests.
9. Select the required Tenant and Category. 
10. Verify the fields that are hidden when all other mandatory details are filled and submitted. 

In the CMDB module, certain company fields are not populating data appropriately while bulk updating CIs. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Service Management > CMDB > Infrastructure as a CI.
   
   
3. On the list page, select a few CI IDs.
   
   
4. Click Bulk Update.
   
   
5. On the bulk update page, select the Tenant.
   
   
6. Select Company in the dropdown menu and search the company name.

Steps: 

1. Navigate to Incident > Manage Incidents.
   
   
2. Click New to create a new incident.
   
   
3. In the Attachments tab, upload a .txt file that includes the content <?xml version="1.0" encoding="UTF-8" standalone="yes"?>.
   
   
4. On the Manage Incidents List page, click any Incident ID.
   
   
5. In the Attachments section, upload a .txt file that includes the content <?xml version="1.0" encoding="UTF-8" standalone="yes"?>. 

Steps:

1. Log in to the Apex application as an Analyst.
   
   
2. Go to Design Studio > Select the application as Service Management and the Module as Change Management.
   
   
3. Navigate to Manage Change Request. The Manage Change Request list page is displayed.
   
   
4. Click New. Create a new CR.
   
   
5. Click on the above created CR ID hyperlink.  
   
   
6. Click Approve. The Workflow Approval pop-up is displayed.
   
   
7. Click Status drop-down and select any status.
   
   
8. Click Submit. 

Steps:

1. Log in to the Apex application as an Application Designer.
   
   
2. Navigate to Design Studio > Select the Module as Incident Management.
   
   
3. Navigate to Designers > Form Designer. The Form Designer list page is displayed.
   
   
4. Open the Manage Incident form from Form Designer list page.
   
   
5. Modify the Efforts field on the form.
   
   
6. Update the Effort type to "Hours, Minutes, Seconds".
   
   
7. Click Save and observe the output. 

Steps:

1. Log in to the Apex application as an End User.
    
2. Navigate to Incident > Manage Incidents. The Manage Incidents list page is displayed.
   
   
3. Click Incident ID hyperlink. The Incident ID details page is displayed.
   
   
4. Navigate to User Communication section under Messages tab.
   
   
5. Click More to view the full message.
   
   
6. Observe the format of the message.

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Change > Manage Change Requests.
   
   
3. Click Advance Filter icon.
   
   
4. Click Clear all Filters. 

1. Log in to the Apex application.
   
   
2. Click Settings icon > Design Studio.
   
   
3. Select Incident from Module dropdown.
   
   
4. Click Configurations > Matrices (Admin Forms).
   
   
5. Select and configure any matrix and include Category as a Tree control.

Steps:

1. Log in to the Apex application.
   
   
2. Click Settings icon > Design Studio.
   
   
3. Select Incident from Module dropdown.
   
   
4. Click Designers > Business Rule Designer.
   
   
5. Click New.
   
   
6. Fill in all the details in General step > click Submit.
   
   
7. Fill in all the details in the Trigger step > click Submit.
   
   
8. In the Condition step, click Add Filter Set.
   
   
9. Under the Field column, select Category from the dropdown.
   
   
10. Under Operator column, select Dynamic from the dropdown

Steps:

1. Log in to the Apex application.
   
   
2. Click Change > Change Request > Manage Change Requests. The Manage Change Requests list page is displayed.
   
   
3. Click Advance Filter icon.
   
   
4. Select the values in Field, Operator, and Value fields.
   
   
5. Click Apply.

Steps: 

1. Navigate to Incidents > My Incidents. The Incident List page is displayed. 
2. Select Resolved Incidents.
3. Click Incident ID hyperlink. 
4. On the User Incident Details page, click settings icon and select Reopen Incident. 
5. Select Reopen Reason from the drop down and enter Remarks. 
6. Click Save. 

1.  Log in to the Apex application.
   
   
2.  Navigate to Service Request > Manage Service Requests. The Manage Service Request List page is displayed.
   
   
3. Click SR ID hyperlink.
   
   
4. In the Assigned To section of saved and resolved SRs, verify the Work Group and Analyst.

Steps: 

1. Log in to the Apex application as an Administrator.
   
   
2. Click the gear icon to select Platform Studio.
   
   
3. Navigate to Platform Masters > Common Masters.
   The CommonMasters page is displayed.
   
   
4. Check and verify if the values can be disabled. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Select Service Management application.
   
   
3. Navigate to Incident > Manage Incidents.
   The Manage Incidents List page is displayed.
   
   
4. Click the required Incident ID hyperlink to view the details page.
   
   
5. Click the Change History icon to view the details. 

Prerequisite: 

Additional Workgroup Approver custom field must be configured in Form Designer. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Service Management > Change > Change Request > Manage Change Requests.
   The Manage Change Requests List page is displayed.
   
   
3. Click the required CR ID hyperlink to view the details page.
   
   
4. Select the required value from Additional Workgroup Approver multiselect drop-down and verify the result displayed. 

Steps: 

1. Log in to the Apex application as an Analyst.
   
   
2. Navigate to Change > Manage Change Requests. The Manage Change Requests list page is displayed.
   
   
3. Open an existing record.
   
   
4. Verify the Description and Information field.