---
title: "Release Notes v6.1.0.1 HF10"
slug: "release-notes-v6101-hf10"
updated: 2025-07-15T12:04:52Z
published: 2025-07-15T12:04:52Z
canonical: "help.symphonysummitai.com/release-notes-v6101-hf10"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Release Notes v6.1.0.1 HF10

## Merges

- Code merge from HotFix/V1.0.1/HF07(Till B032) changes to HotFix/V1.0.1/HF10
- Code merge from HotFix/V1.0.1/HF07 (B022) changes to HotFix/V1.0.1/HF10

## Improvements

Following improvement is introduced in this v6.1.0.1 HF10 release.

| **Improvement Name** | **Improvement Description** | **Benefits** |
| --- | --- | --- |
| Configure Appsettings Key for the notifications sent from Scheduler, Business Rule, and Workflow Designer. **User Persona**: App Designer | Enables you to configure attachment based on the Latest or All attachments present in selected attributes, along with the mentioned refresh time. For more information, refer [Attachment](https://help.symphonysummitai.com/summit-platform/docs/notification-table-selection#attachment). | - Obtain the required attachment based on the Latest or All. - Define the Time to obtain the latest attachment. |

- [Fixed Issues](/summit-platform/docs/release-notes-v6101-hf09#fixed-issues)[](/summit-platform/docs/release-notes-v6101-hf06#known-issues)
- [Known Issues](/summit-platform/docs/release-notes-v6101-hf09#known-issues)

## Fixed Issues

The following section provides details of fixed issues in Apex v6.1.0.1 HF10:

| Issue ID | Issue Description | Scenario | Resolution |
| --- | --- | --- | --- |
| 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. 1. Select **Service Management** and click on settings icon, select **DesignStudio**. 2. Navigate to **Module** > **Designers**. 3. 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. |
| 164757 | In the **User Role Mapping**, the **Update** button in the **Publish To**step did not work after a condition was configured. Note This issue also occurred while updating existing User Role Mapping records, the **Update** button in the **Publish To** step was not working. | **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 ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1733059873518.png). 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**. Note The Planned Start Time should be less than the Lead Period (1day). | 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. Note: This issue also occurred while updating existing **User Role Mapping** records, where the **Next** button in the **Define Access** step, and the **Update** button in the **Publish To** step were not working. | **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. Note: The issue persisted in all the **Service Management** modules. | 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. | **Pr****erequisites:** 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**. | **Steps:** 1. Log in to the Apex application as an App Designer. 2. Navigate to the **'Notification Parser’** list page. 3. On the list page, Click on the **New** button. 4. Enter all the fields and navigate to **'Action'** stepper. Select the **Update** tab. 5. Select the **'Define the Personas eligible to Update Criteria '**. (Select one or Two persona). 6. Save the page. 7. Go to list page, select the existing record. 8. Navigate to **'Action'** stepper. Select the **Update** tab. 9. Verify the **‘Define the Personas eligible to Update Criteria’** panel. | 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 ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1734936773098.png)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 Lis**t 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 Set**and 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. 1. Navigate to **Design Studio** > **Change Module** > **Workflow Designer.** 2. Click **New** on the Workflow List Page. 3. Configure **General** and **Set Trigger & Conditions**. 4. In **Design Workflow**, drag and drop **User Approval** on the Workflow Canvas. 5. Click vertical ellipsis and select **Configure Properties**. 6. Select and enter the required Fields. In **Approval Action** enable **Refer Back**. 7. In the **Refer Back** configuration, select **Requestor** for **Permitted Refer Back Levels** field. 8. Select **Email** as the Notification Medium and select **Change Requestor Refer Back: To Requestor** as the notification template. 9. Save the Workflow. 10. Log in to the Apex Application as an Analyst. 11. Navigate to **Service Management** > **Change** > **Manage Change Requests**. 12. 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. 1. Navigate to **Request** > **Manage Service Requests**. Manage Service Requests – Details page is displayed 2. Click **New** and create an SR. 3. SR status will change to **Awaiting Approval**. 4. 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:** 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 on Kabab icon (3 dots) for any of the ticket where **Communication History** was captured. 4. Click on **Change History** menu from the list. The **Audit Logs** pop up is displayed. 5. Verify the History. | 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. |

## **Known Issues**

The following section provides details of known issues and workarounds in Apex v6.1.0.1 HF10:

| **Issue ID** | **Issue Description** | **Scenario** | **Workaround** |
| --- | --- | --- | --- |
| 164885 | On the **Manage Incident** list page, incorrect number of records are displayed when 15 records per page is selected. | **Steps**: 1. Log in to the Apex application as an Analyst. 2. Select the **Service Management** app from Dashboard. 3. Navigate to Manage Incidents page. 4. Select the number of records per page as 15 and observe the count. | N/A |
| 164115 | In the Service Portal, alignment issue is observed in the '**Data Source'** tab of the **Condition** section in the configured widgets. | **Prerequisite**: - User must be on the Service Portal list page. **Steps:** 1. Click on '**Analyst Dashboard**' ID hyperlink. 2: Navigate to **Publish** stepper and put the form into **Maintenance**. 3: Navigate to Design portal. 4: Click on **Settings** icon of any widget which is present in the dashboard. 5: Navigate to **Dashboard** tab. 6: Under **Condition** section, verify the alignment issue for filter sets. | N/A |
| 159893 | 50 % SLA breached notification has not triggered for the **Response SLA** and **Workaround SLA** between 5th to 23rd October due to **Elapsed Time** scheduler Job failure. | **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. Note Notification is not triggered for 50% SLA breached Incidents. | N/A |
| 161386 | **Filters** on the **List** page is not working as expected on the **Service Management** application. | **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**. | N/A |
| 156119 | Options in the **Value** field for the **Change Category** condition are not populating while configuring Workflow for a Change Record. | **Steps:** 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. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1733210784175.png)to select an option from the **Value** dropdown. | N/A |
| 161173 | **Deadline SLA** is not working in **Problem Management** Module. | **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**. Note The SLA is configured based on specific statuses and will follow according to the selected. | N/A |
| 161247 | On creating a new **Incident**, the customer names do not appear in the **Customer** field on the **General** tab. | **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**. | N/A |
| 161162 | 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 |
| 161220 | In the **Analyst Dashboard**, the Left Panel does not appear after maximizing the page. | **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**. | N/A |
| 159014 | An error message (**“Error obtaining a build status**”) is displayed while exporting one month of data using the newly created **Daily Incident Report**. | **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**. | N/A |
| 159521 | Fields that are hidden using Validation controls are becoming visible after submitting the Change Request (CR). | **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. | N/A |
| 161210 | 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. | N/A |
| 159895 | When trying to upload a .txt file with the content **<?xml version="1.0" encoding="UTF-8" standalone="yes"?>** in the **Attachments** tab for Incidents, an error message "Invalid file content" is displayed. | **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"?>**. | N/A |
| 70616 | The screen keeps loading while approving the CR. | **Steps:** 1. Log in to the Apex application as an Analyst. 2. Go to **Design Studio** > Select the application as S**ervice 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**. | N/A |
| 161442 | The Application Designer is unable to save the configuration after removing **Days** from the **Efforts** field. | 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. | N/A |
| 160518 | After clicking **More** option, the full message is getting displayed in a single line. | **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. | N/A |
| 70853 | There is a delay in loading the **Manage Change Requests** list page while selecting the **Clear All Filters** in the **Advance Filter** pop-up. | **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**. | N/A |
| 161283 | Business Rule in the **Incident Management** module is not functioning as expected when applied to a dynamic table. | **Prerequisites**: 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 | N/A |
| 159748 | The **Manage Change Requests** list page is taking more time to load after clicking **Apply** in the **Advance Filter** pop-up. | **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**. | N/A |
| 160541 | The **Reopen Reason** value is not visible in the **Change History** on the **User Incident Details** page. | **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**. | N/A |
| 160544 | Apex application is loading slow whenever a ticket is opened. | **Steps:** 1. Log in to the Apex application. 2. Navigate to **Incidents** > **Manage Incidents**. The **Manage Incident List** page is displayed. 3. Click on any **Incident ID** hyperlink. Note Tickets refers to Incident, Service Requests, Change Record etc. | N/A |
| 70589 | There was a two-hour delay for the bulk allocation of 10,000 records on the **Fixed** **Asset** List page. | **Prerequisite:** Asset should be displayed in **Instore** and **New** status. **Steps:** 1. Log in to the Apex application as an ITAM Analyst. 2. Choose the **Asset Managemen**t Module. 3. Navigate to **Asset Management** > **Manage Assets** > **Fixed**. The **Fixed Assets List** page is displayed. 4. Click **Bulk Import** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1733117136364.png) icon and select **Upload File**. 5. The **Import Records** pop-up appears. 6. Select **Tenant**, **Form Type**, **Popover**, and **Unique** fields. Download the template in Excel format. 7. Upload the Excel file with the 10,000 records. 8. Click the **Next** in the Import Records pop-up. 9. Upload the Excel file in **Upload Data** step and click **Submit**. 10. Click the **Bulk import** ![](blob:https://portal.document360.io/3b80e7d2-e850-46f1-84f8-57d7d794c22e) icon and select **View History** on the List page. | N/A |
| 160276 | Information in the **Assigned To** section, including **Work Group** and **Analyst**, is missing when saved or resolved Service Requests (SRs) are opened. | **Steps:** 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.** | N/A |
| 161212 | **Common Master** values are not being disabled. Despite being marked as inactive, these values continue to appear in the dropdown list of the catalogs. | **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. | N/A |
| 161349 | Cancellation remarks are captured as encrypted values in the **Change History** of **Manage Incidents** when it's cancelled from the **User Incident (My Incident)** form. | **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. | N/A |
| 161412 | Workgroup name does not display properly on **Change Request Details** page. | **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. | N/A |
| 161406 | The **Title of Requests** (**Description**) field in **Change Management** is getting resized. | **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. | N/A |

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