Release Notes v6.1.0.1 HF10

163799

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

“Something went wrong. Please try again later.”

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. 

System does not display any error message while saving Admin Form configurations and the configurations get saved successfully.

164551

Upon changing the value for displaying the number of records on the list page, Records per page was not populating according to the given value.
 
Issue: Pagination was not working as expected.

Steps:

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

2. Select Service Management and click on settings icon, select DesignStudio.
    

3. Navigate to Module > Designers.
    

4. Select any Designer.
   
   

5. Verify if pagination works as expected on the List page.

Pagination works as expected on all the Admin, Transaction forms and Designer list pages.

164757

In the User Role Mapping, the Update button in the Publish Tostep did not work after a condition was configured.

Steps: 

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 Submit.   

The Update button in the Publish To step of the User Role Mapping section is working as expected.

163507

When the table was selected as User, the other fields such as Tenant, were not displaying any values for the same CR. 

Steps:

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

2. Select the application as Service Management.
   
   

3. Select the required module as Change.
   
   

4. Navigate to Form Designer > Design Form 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.  

When the table was selected as User the other fields such as Tenant, are displaying the values for the same CR. 

159182

The validation error message verbiage to be changed from “Review the validation error on the bottom of the control(s).” to “Review the validation error under the missing field(s).”

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

    

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. 

The validation error message verbiage is changed from “Review the validation error on the bottom of the control(s).” to “Specify the mandatory field(s).”

160642

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.  

160596

There was an issue while creating a Change Record (CR) for a particular Change Category.

Prerequisites:

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.

CR is successfully created for the selected Change Category.

161214

The error message was not displayed when the Planned Start Time is less than Lead Period. 

Steps:

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. 

The error message is displayed when the Planned Start Time is set to less than the Lead Period.

164348

In the User Role Mapping, the Next button in the Define Access step, and the Update button in the Publish step did not work after a condition was configured.

Steps: 

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. 

The Next button in the Define Access step and the Update button in the Publish To step of the User Role Mapping section are working as expected. 

160586

The Mailbox was not getting connected as the wrong API Endpoints were set in the API Configuration.  

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.  

Mailbox gets connected after the correct API Endpoints are set in API Configuration.

160624

Notifications sent from Business Rule was displaying blank on email, for that contained Grid component of Owner or Analyst column and which was not assigned to any Analyst.

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. 

Notifications sent from BR is displaying with Analyst names and these contain Grid with Owner / Analyst column.

161948

In the Problem Management, the Approver could not view the Root Cause Analysis (RCA) Fishbone Diagram on the RCA tab of the Manage Problem Records Details page.

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.

161581 

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 ServiceManagement application.
   
   

8. Navigate to Change > Change Request > Approve ChangeRequests.
   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. 

The Relationship tab displays relevant data on the Approve Change Request page without any errors.

161220

The Left Navigation side panel was missing intermittently post-upgrade.

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. 

The Left Navigation side panel is visible in all the Service Management modules.  

162090

Error "At least one field should be filled" was displaying when adding a record for a multi-valued group under the Test tab for a Change Record.

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.

Records under the Test tab for a Change Record are getting saved successfully.

161212

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.  

161283

The Business Rule condition did not function since the Category Priority And Service Window Matrix and multi-select Categories were not available to configure as Dynamic in the Incident module. 

Prerequisites: 

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. 

The Business Rule condition works as expected since the Category Priority And Service Window Matrix and multi-select Categories are available for Dynamic configuration in the Incident module.

162108

Under Notification Parser, extra fields were automatically added as blank values under Actions > Update Record > Criteria.

Criteria field displays values correctly without any blank values in Actions > Update Record under Notification Parser. 

161422 

Users were unable to remove the Days entry from the Efforts field as they were not able to save the configuration.

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. 

After removing Days entry from the Efforts field, users are able to save the configuration successfully.

161910 

Information was not updated in User Communication for Change Record through email to ticket functionality.

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. 

Information is successfully updated in the User Communication for Change Record through email to ticket functionality.

161291

Functionality to create a ticket of a different module from a ticket of another module was not working.

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. Click on 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.

Functionality to create a ticket of different module from a ticket of another module is working as expected. The new record gets linked to the source record and it appears under the Links tab.

163243

The page displayed unauthorized access while trying to switch roles if the landing page was configured as a consumer end page in the User Profile.

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 page displays properly when the roles are switched while the landing page is configured as a consumer end page in the User Profile.  

163871

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. 

The Work Order created from the Links tab in the Manage Change Request page is displayed successfully without any errors.

163864

The Requestor field was editable at the Approve Change Requests page at the Awaiting Approval status.

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.  

The Requestor field is not editable after the disabled validations are applied.  

162668

There was a display bug in the Notification Parser menu.

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.  

There are no display bugs in the Notification Parser menu.  

163786

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. 

163762

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.

163869

Priority field was not auto populated when Urgency and Impact values are selected on the Manage Change Request page. Change Records were submitted without a Priority value.

Prerequisite:

Priority Matrix should be configured.

Steps:

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.

Priority field gets auto populated based on Urgency and Impact values on the Manage Change Requests page.

163402

The existing Parser rules were not editable. 

Prerequisite:

App Designer must be on the Notification Parser list page.
 
Steps:

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 existing Parser rules are editable.

163762

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.  

163867 

In Change Notification Template, while configuring Grid, in the Configure Columns section some of the column Fields were blank. Grid columns were disappearing after saving the configuration. Hence, values were not populated in the email notifications.

Steps:

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.

In the Notification Template, while configuring Grid, in the Configure Columns section of column Fields are displaying with values.

164347  

In any transactional pages or list pages, the Show record per page and the options to move to next page were not working.

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.

In any transactional pages or  list pages, the Show record per page and the options to move to next page work successfully without any issues.

164446

On the Incident, Service Request, and Work Order List pages, the Sort Order and Column Filter did not function correctly. The Column Filter did not filter the data properly, and the Sort Order did not sort the data as expected.

Steps: 

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

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

The Sort Order and Column Filter on the list pages are functioning as expected.

163892

Business Rules were not working for Incident tickets.  

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 ManageIncidents list page is displayed.
   
   

3. Click ID to open a created record.
    

4. Navigate to the Change History icon.
     

5. Click BR History.  

Business Rules are processed for Incident tickets.  

164486

Pagination was not working as expected on all the Admin, Transaction forms and on the Designer list pages.

Steps:

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.

Pagination works as expected on all the Admin, Transaction forms and Designer list pages.

164343

While configuring Business Rule Designer, in the Condition stepper when the below conditions were added, the designer was experiencing issues:

1. Field as Status and Value as Requested. 

2.  Field as Change Type and Value as UnPlanned.  

The Change Type Field was displaying no Value in the list.

Due to this, the created Business Rule for Auto status update to ECAB Approval was not processing.

Steps:

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.

164115  

The Analyst Dashboard displayed details of all the tenants in the same dashboard.

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. 

The Analyst Dashboard displays the data based on the logged in user workgroup access.

165091

In the End user Incident Details page, when you upload attachment for the 2nd time the Update button was displayed, however, it was not working and the attachment function was not working.

Steps:

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

2. Click the Service Management application.

3. Navigate to Incident > My Incidents.

4. Click on Incident ID for one of the incident.

5. Under Attachment, upload an attachment and click Save.

6. Try to upload the Attachment for the 2nd Time by clicking Upload button.

When you upload the attachments for the 2nd time on the End user Incident Details page, the Upload button was working as desired.

164885

On the Manage Incident Requests list page, the Export functionality did not download the records from the current page; instead, it downloaded 50 records. 

For example, if the current page was set to display 10 records, downloading the records for the current page would result in 50 records being downloaded by default.

Steps:

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

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

3. Click Export icon and then click Export To Excel > Export CurrentPage.

The Incident records download based on the current page set records.

164348

The Next button was unclickable.  

Also, when directly navigating to Publish To step, the Update button was not working after configuring the criteria.

Steps:

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

2. Navigate to Design Studio > Access Control Center > User Role Mapping. The User Role Mapping page is displayed.
   
   

3. Configure the User Role Mapping and click Next under Define Access step. 

The Next button is clickable. 

Also, when directly navigating to Publish To step, the Update button is working after configuring the criteria.

164337

When Work Orders and Service Requests were created using the Links tab in the Incident module, the Work Order did not appear in the list after the Service Request was created. 

Prerequisite:

Create a Work Order and Service Request from the Links tab in the Incident module. 

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. Select the Incident ID for which the Links have been added.
   
   

4. Navigate to the Links tab.
   
   

5. Check the Link Related Records. 

The Work Order and Service Requests created using the Links tab in Incident is displayed.  

164461

Service Catalog categories and subcategories were not aligned properly.  

Steps: 

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

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

3. Click New.
   
   

4. Check the Category on the left panel.   

Service Catalog categories and subcategories are aligned properly.  

165012

An Incident generated with the Create in the Links tab option within a Problem Record was not displayed in the Links tab of the Problem Record. 

Steps: 

1. Navigate to Service Management > Problem > Manage Problem Records > New.
   The new Problem Record page is displayed.  
   
   

2. Enter all the mandatory details and click Submit.
   
   

3. In the created problem record navigate to Links > Create > Incident.
   The new Incident page is displayed.
   
   

4. Enter all the mandatory details and click Submit.  

The Incident created via the Create option within a Problem Record is displayed in the Links tab of the Problem Record.  

164395

In the Service Request module, the Approval Role (Dot Walking) within the Workflow Designer was not saved.  

Steps: 

1. Navigate to Service Management > Design Studio > Module > Service Request > Workflow Designer. The Workflow Designer list page is displayed.
   
   

2. Click New to create a new workflow.
   
   

3. On the Design Workflow tab drag and drop the User Approval control.
   
   

4. Click Configure Properties on the kebab menu.
   
   

5. Select the Approval Type as Role Based Approval.
   
   

6. Enter Requestor.Manager in the Approval Role (DOT Walking).
   
   

7. Enter all the mandatory details and click Save.
   
   

8. Close and reopen the page to verify the Approval Role (DOT Walking).

The Approval Role (DOT Walking) is saved successfully, and the Approver for the Service Request is selected correctly. 

165091

On the End User Incident Details page, when the user uploaded more than one attachment through Attachment option, the details did not appear on the same page.

Steps: 

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

2. Select Service Management application.
   
   

3. Navigate to Incident > My Incidents.
   The My Incidents List page is displayed.
   
   

4. Click the required Incident ID hyperlink.
   The Incident Details page is displayed.
   
   

5. In the General Section, click Attachment option and upload the desired files.
   Click Save. 

The End User Incident Details page displays all the attachments uploaded while updating the record.

164818

In the Links tab, when clicked on the Workorder record ID, it was navigating to SR details page of another record.

Steps:

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

2. Analyst should be on the 'Manage Service Request' list page.

3. Click on the ID link of an SR record.

4. Navigate to Links tab.

5. Click on the 'Link' button and link an workorder record & SR record.

6. Save the record and navigate to list page.

7. Click on the ID link of the record saved in step 5.

8. Navigate to Links tab.

9. Click on the Workorder record ID and verify whether workorder details page is displayed.

It is navigating to the correct record ID in the Links tab.

161763

App designer was not able to disable the Reject action in the Workflow approval component. 

Steps:

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

2. Click on Service Management.

3. From Module select Change Management.

4. Click Workflow Designer from left navigation panel.

5. Click on the ID of Workflow you want to modify.

6. In the third stepper of Workflow Designer.

7. Click on the three dots for User Approval component to configure approval properties.

8. In the Approval Action section, you can now disable the Reject action using the toggle button.
   Note: If Reject action is disabled then in the Record Approval screen, only Approve is displayed if Reject action is disabled.

You can enable or disable the Reject action  for workflow approval component.

164115

The Analyst Dashboard displays the incidents belongs to another Tenants (IT and Facilities) as well apart from HR Tenant. However, when clicked on raised incident (from another Tenant), it displayed the following message:

“Access to this record is restricted.”

Prerequisite:

The Analyst has access to only HR Tenant.

Steps:

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

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

3. Observe the displayed list of incidents under another two tabs of Tenants (IT and Facilities).

The Analyst Dashboard displays the incidents related the HR Tenant only.

165465

The service window was not captured under Change History when the new incident is logged.

Steps:

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

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

3. Click the Incident ID hyperlink. The Incident ID details page is displayed.
    

4. Click Change History icon. The Change History popup page is displayed.
    

5. Observe the Service Window column. 

The service window is captured under Change History when the new incident is logged.

165699

Analyst Dashboard was showing details of all the Tenants in the same Dashboard.

Steps:

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

2. Click View the Service Portal icon.
   
   

3.  Navigate to Analyst Dashboard > My Team Workload. Records from all the Tenants are displayed.
   
   

4. Click the displayed number of Service Requests. The Manage Service Requests list page is displayed.
   
   

5. Click any SR ID. The error message “Access to this record is restricted” will be displayed.  

Analyst Dashboard is displaying details of the Tenant specific records.

165683

Each activity in the WorkflowDesigner took too much time to save in the ServiceRequest module, and the user population also took considerable time.

Steps:

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

2. Select Service Management application.
    

3. Click the Settings icon to select Design Studio.
    

4. Select Service Request under Module drop-down.
    

5. Select Workflow Designer.
   The Workflow Designer List page is displayed.
    

6. Click New to create a new workflow.
    

7. Provide all the relevant information in the General and Set Trigger & Conditions sections.
    

8. Under the Design Workflow section,  In the Workflow Canvas, drag and drop the User Approval component.
   The User Approval component is displayed.
   
   

9. Click the three dots and select Configure Properties.
   The User Approval – Properties pop-up is displayed.
    

10. Under the Approval Action grid, enable the Refer Back toggle.
    The Refer Back Options section is displayed.
     

11. Enter the required details and click Save.

The WorkflowDesigner page performs swiftly, updating every activity without issues.

164927

In Change Management module, Refer Back approval action was not triggering notification email to the requestor.

Steps:

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

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

3. Click New on the Workflow List Page.
    

4. Configure General and Set Trigger & Conditions.
    

5. In Design Workflow, drag and drop User Approval on the Workflow Canvas.
    

6. Click vertical ellipsis and select Configure Properties.
    

7. Select and enter the required Fields. In Approval Action enable Refer Back.
    

8. In the Refer Back configuration, select Requestor for Permitted Refer Back Levels field.
    

9. Select Email as the Notification Medium and select Change Requestor Refer Back: To Requestor as the notification template.
    

10. Save the Workflow.
     

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

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

13. Click CR ID hyperlink on the list page which is Pending for Approval and select Refer Back.

In the Change Management module, Refer Back approval action triggers notification email to the requestor.

166802

Post configuration updates, the Manage Service Requests list page displayed the HR Department / Tenant tab and its ticket count, but the SR tickets for the HR tab was not visible.

Steps:

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

2.    Navigate to the Request > Manage Incident Requests.

The Department/Tenant tab on the Manage Service Requests list page displays the SR tickets without any issues.

167271
(Patch 8)

Validations were not working when SRs were created through Analyst Dashboard.

Steps:

1.  Log in to Apex application as an Analyst.
   
   

2. Navigate to Service Management > Analyst > Dashboard > Service Request.
   
   

3. Create a new SR and observe if validations are working as expected.

Validations are working when SRs were created through Analyst Dashboard.

166841
(Patch 8)

While approving the ServiceRequest, the user card was displaying the LoggedIn username instead of the Requestor username.

Prerequisite: 

Create a Service Request that includes a configured approval workflow.

Steps:

1. Navigate to Service Management > Service Request > Approve Service Requests.
   The approve service requests list page is displayed.
   
   

2. Click and open the above created service request to be approved.

The Requestor username is displayed while approving the Service Request.

166923
(Patch 8)

Asset Details were not saved in sub form when the user tried to update manually or through excel import.

Steps:

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

2.  Select Asset Management application.
   
   

3.  Navigate to Asset Management > Manage Asset > Fixed.
   The Fixed Asset List page is displayed.
   
   

4.  Click New to create a new record.
   
   

5.  On the Fixed Asset Details page, enter all the data manually or perform an excel import.
   Verify if the asset details are saved.

Asset Details are saved in sub form through manual update and excel import successfully.

164934
(Patch 9)

When the Analyst updated the Service Requests, the information in SR Catalog Details was disappearing.

Steps:

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

2. Select Service Management application.
   
   

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

4. Click New to create a new record.
   
   

5. Enter all the required details and click Save.
   
   

6. On the Manage Service Requests List page, open the newly created record and verify if all the details are captured.

The information in SR Catalog Details in SR displays all the details successfully.

166889
(Patch 9)

The Assigned To field validation was not working as expected in the ChangeManagement module.

Prerequisite: 

Add 2 or more validations to the configured Assigned To field.

Steps:

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

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

3. Click New. Create a change record with the Assigned To field.
   
   

4. Enter all the mandatory details. Click Save. 

The AssignedTo field validation is working appropriately for the Standard Change Request.

167640
(Patch 9)

When users clicked on any main catalog, the search function only displayed results within that specific catalog.
The main search bar was not functioning as a master search across all catalogs.

Steps:

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

2. Select Service Management application.
   
   

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

4. Enter the required entry in the main search bar and verify the details displayed.

The main search bar in My Service Requests List page displays all the search results across all catalogs successfully.

167771
(Patch 9)

Upon creating an SR, the SLA was running in the Awaiting Approval status.

Prerequisites:

• Log in as an Application Designer.

• Configure Response and Resolution SLA Designer with Pause Condition as Status equal to Awaiting Approval.

• Configure Workflow for SR to change the status from New to Awaiting Approval after SR creation.

Steps:

1. Log in to Apex application as an Analyst.

2. Navigate to Request > Manage Service Requests.
   Manage Service Requests – Details page is displayed
    

3. Click New and create an SR.
    

4. SR status will change to Awaiting Approval.
   
   

5. Validate if the SLA displays Pause on the widget for Awaiting Approval Status.

SLA is paused in Awaiting Approval Status.

166923
(Patch 9)

When trying to update Fixed Asset details manually or through Excel import, the details were not saved in the subform.

Steps:

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

2. Navigate to Asset Management > Manage Asset > Fixed.
   The Fixed - List page is displayed.
   
   

3. Click New and select Start From Scratch.
   
   

4. Enter all the asset details manually or import the details from Excel. Click Save.
   
   

5. Reopen the saved Fixed Asset details.
   The Fixed - Details page is displayed. 

The Fixed Asset details are saved when imported manually or through Excel import.

169680
(Patch 10)

The assigned analyst encountered an issue when an End User attached a file while submitting a Service Request. The analyst could not resolve the Service Request from the Manage Service Request page due to an error message indicating that something went wrong.  

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 status 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. The My Service Requests – List page is displayed.
   
   

3. Create a Service Request with the same Catalog. Attach any attachment to the Service Request.  
   
   

4. Log in as an Analyst.  
   
   

5. Navigate to Service Request > Manage Service Requests. The Manage Service Requests – List page is displayed.
   
   

6. Click the SR ID created by the End User. SR Details page is displayed.  
   
   

7. Update or Resolve the Service Request. 

The assigned analyst can resolve the Service Request which has a file attached by End User.  

168292

(Patch 10)

In the Approve Change Record details page, record links were not displayed in the Links tab within the Change Management module.

Steps: 

1. Log in to the application as an Approver.  

2. Navigate to Change > Approve Change Request. The Approve Change Requests List page is displayed.  

3. Click any existing CR ID hyperlink.

4. In the Approve Change Record Details page, go to the Links tab and check the record links.

In the Approve Change Record details page, record links are now displayed properly in the Links tab within Change Management module.

167261 
(Patch 10)

Email to ticket was not working efficiently. 

The connections to mailbox and parsing were successful but the ticket was not created, and the Mail List was not displayed.

Steps: 

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

2. Select Service Management application.
   
   

3. Navigate to Design Studio > Applications > Notification Parser.
   The Notification Parser list page is displayed.
   
   

4. Click the Mailbox Simulator option.
   The Mailbox Simulator pop-up is displayed.
   
   

5. Select the required Mailbox from the drop-down and click Connect.
   
   

6. Select Inbox from the Folder drop-down and verify the Mail List displayed. 

Email to ticket works efficiently with the creation of ticket and Mail List successfully.  

168167
(Patch 10)

Both Manual and Template Emails were not sent from any module using the Send Email feature. A success message was shown, but no emails were received.

Steps:

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

2. Navigate to the Service Management > Manage Incidents.
   The Manage Incidents list page is displayed.
   

3. Click Incident ID hyperlink.
   

4. Click Send Email icon and enter the required details such as Recipient, Notification Template etc.
   

5. Click Submit.
   

6. Verify if the email is triggered to the selected recipients.

Manual and Template Emails are being triggered successfully without any issues or errors.

164555
(Patch 10)

An issue with the Wait For Condition option on the SR Workflows, even if the condition satisfies the work orders are not created.

Steps:

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

2. Select Service Management Application.

3. Click settings icon and select Design Studio.

4. Navigate to Service Request > Form Designer.

5. Create Catalog Form with Email Address field.

6. Map with Manage Service Requests form and Publish.

7. In the same Service Request Module, go to Workflow Designer.

8. Click New to create a Workflow with a few Wait For Condition option and Email Address field set to Is Not Empty Condition.

9. Add a few Work Order creation attributes and Publish the Workflow.

10. Log an SR using the Catalog created and enter details in Email Address field, validate if Work Orders are created.

The Wait For Condition option on SR Workflow is executing successfully and Work Orders are created after the defined condition is met.

168978 (Patch 10)

Communication History was not visible while opening from the list view.

Steps:

Communication History is visible while opening from the list view. 

172554

The Messages – User Communication field had a maximum length or scroll limit, and once this limit was reached, older messages were no longer displayed. 

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 desired Incident ID hyperlink.

   The Incident Details page is displayed.
   

5. Click the Messages tab to view User Communication field.

   Verify the details displayed.

The User Communication field under Messages tab displays all the messages accurately.

The system displays 10 records initially. As you scroll, additional records load in increments of 10 until the full communication history is available.

174032 (Patch 12)

Users were not able to create SLA widget in the Manage Incident form. The system was displaying an error as “<Name> SLA already exists as a SLA. Please rename/delete existing control. Please change Data Source Table.”

Steps:

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

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

3. Select Manage Incidents Form. Manage Incident Details – List page is displayed.
   

4. Go to Publish step and place the Form in Maintenance mode.
   

5. Select Design step and click on Widgets in the left panel.
   

6. Drag and drop SLA widget on the Design canvas form.
   

7. Configure the SLA Widget and click Save.
   

8. Observe for any errors.

Users are able to create SLA Widget in the Manage Incident Form successfully.

174035 (Patch 12)

Users were experiencing issue while configuring SLA Value and an error message was displayed as “An error occurred while processing your request”.

Steps:

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

2. Configure the Common Master as SLA Offerings.
   

3. Utilize SLA Offerings in Contract Management as a Single Choice field.
   

4. On the IM Details page, create an SLA Offering field (Single Choice) and configured the data source as the Contract Management table with SLA Offerings as the source.
   

5. Configure an SLA Rule named Contract Communication SLA, using Priority and SLA Offering as the SLA Criteria.
   

6. When attempting to add an SLA Value, the SLA Offering field is displaying unrelated options such as Time Zone, Country, along with the expected Common Master values.
   

7. Due to this, not able to proceed with configuring the SLA Value. An error is displayed as “An error occurred while processing your request”.

Users are able to configure SLA Value from the defined SLA Rule successfully.

174441 (Patch 13)

After submitting the form with the selected Criteria and Values, both the Priority and SLA Offerings fields appeared blank upon returning to the list page.

Furthermore, opening the entry displayed that the criteria have been duplicated.

Steps:

1. Log in to the application as an Analyst.

2. Select Service Management.  

3. Navigate to SLA Designer > SLA Value. The SLA Value Details page is displayed.

4. Specify the Criteria and Value fields.

5. Navigate to SLA Value List page and observe the Priority and SLA Offerings fields.

After submitting the form with the selected criteria and values, both the Priority and SLA Offering displays the values. fields appear blank upon returning to the list page.