It is not possible to change the columns visible in the Major Incidents widget on the portal home page. This functionality is not available under the My Tables setting in the Portal part of Admin. The widget currently displays the description field, and there is no option to remove or replace it.

The widget should be updated to allow the Call Char 1 field to be used instead of the description. This will enable users to remove the description field and add custom fields such as the Title field added to the Major Incident form, offering greater flexibility in configuring the visible columns on the widget.

Currently, there is no setting that allows to have the "Send email" checkbox on the Task Forward screen enabled by default.

We do have a setting "Email Optional at Forward" (IPK Management Section) to make the send email checkbox enabled or disabled by default in the Call Forward screen.

In System Administration>System>Messaging we added 2 new checkboxes under the Workflow Management section "Email Optional at Forward" and "Pager optional at Forward".

If the new settings are checked, the Analyst will have the option to check/uncheck Email/Pager on the following screens:

• Task Forward

• Task Bulk Forward

• Request Forward

• Request Bulk Forward

If the new settings are not checked, the Email/Pager checkboxes will be checked by default and the Analyst will not have the option to uncheck Email/Pager on the 4 screens mentioned previously.

When the “Approval User of Own Request” restriction is enabled, approvers can still attempt to approve their own requests by replying to an approval email. These email responses are not clearly handled: the approval may fail silently, and no dedicated audit entry is recorded to show that an approval-by-email attempt was blocked because it came from the original requester.

When the “Approval User of Own Request” restriction is enabled, requesters can no longer approve their own requests by email. If the original requester replies to an approval email, the approval is not applied. Instead, they receive a clear response explaining that the action is blocked because users cannot approve their own requests.

The Activity Log Polling task was configured to remove up to 10,000 expired events at a time. This high volume has led to blocked queries in SQL Server Management Studio, causing spikes in CPU usage and stalling key services. The backlog of records in the INEVENTVIEWER table grows rapidly, resulting in system slowdowns and service interruptions until manual intervention is taken.

The Activity Log Polling task efficiently manages and removes expired events without overloading the database or causing service disruptions. By limiting the number of records removed per cycle (for example, to 1,000), the risk of blocked queries and high CPU usage is minimized. Services continue to run smoothly, and the system remains responsive, providing a stable experience for all users even under heavy load.

Bulletin background setting in Designer

• When only one bulletin is available, navigation arrows and slide indicators are automatically hidden for a cleaner experience.

• Bulletins display in clear priority order: Default, High, Medium, Low. When multiple items share the same priority, they appear in the sequence they were added to the database.

• A new hidden property for the "More news" link lets you remove or hide it as needed; label and tooltip are configurable with the updated structure.

• The widget is visible in Designer with a new row limit setting to control how many items are displayed.

• Support to remove/hide the More News button (via iwnondatabasefield="true").

• wp- attributes now support top, orderby, and query; the Filter attribute is safely encoded to prevent XML character issues after screen upgrades.

• Widget renamed from portal-bulletins to portal-news.

• Two new properties added to set the maximum number of items retrieved and the order by, aligned with the API entity definition.

• All changes work consistently across both default (ASM 10 Default) and custom screens.

The Email Activity Log previously displayed a limited number of records (up to 2,500), making it difficult for administrators to review all activities during periods of high email volume. This limitation often prevented users from accessing the complete log for a given day, as there was no option to filter by specific time slots—only by day—and no paging functionality.

Now, a new date/time operator has been added to the Activity Log Event Source for Email. Administrators can easily select specific periods within a day and apply the same operator across all Activity Log Events. This enhancement enables more granular searches and full visibility into email activity, ensuring that even during peak usage, all relevant log entries are accessible and actionable.

We are now adding the history record ref (or history order in terms of tickets) to the InfraEntityAction object. This means we can add the history ref to the webhook payload.

If a history record exists for the action, then it will add the ref to the payload using the ActionHistoryId property. Examples below:

The ActionHistoryId ref can then be used to retrieve the history item via the Alemba API. Eg. api/v2/call/404/history?$select=Order,ActionTitle,ActionDescription&$Filter=Order=18

This functionality only applies to Calls, Requests and Tasks at the moment. The ActionHistoryId property will not be added to the "ObjectAttached" action, but should be added to the corresponding "ActionAddedToHistory" action.

Add a new option for assignment on Reopening of Calls by email for more granularity

We have added a new option to the Email In server details screen to forward calls that are reopened to the default IPK Group specified.

Add option to suspend the Request from a Task

We have moved "Suspend Tasks" option from Preview Features to the Security Role>Workflow Management Tasks Section and also added an additional setting to "Allow Suspend Request from Task".

With the existing functionality, when "Suspend Tasks" is enabled, the "Suspend" checkbox will be available in the Task Defer screen in order to suspend the Task and stop the OLA, if the "Auto stop clock on Agreement Suspension" is enabled in the OLA Agreement Details page.

In order to suspend a Request from a Task, we have added a new checkbox called "Suspended Request".

When selected, this will suspend both the Request and the associated Tasks. The Request SLA clock will be stopped.This option will only be available in the screen if "Allow Suspend Request from Task" is enabled.

We also fixed an issue where Tasks where not showing as suspended in the Workload view so now all active Tasks that are suspended can be viewed in the "Suspended" view Workload section.

Add Recaptcha to self registration page.

When setting up reCAPTCHA in Google for the domain, save the configuration. Once completed, site and secret keys will be generated. Next, navigate to Admin > Security Settings and enter the details. After saving, launch the portal and click "Forgot Password"— reCAPTCHA will appear on that page. Once the password reset process is completed successfully, the person will be able to log in to the Portal with the newly created password.

In the Self Service Portal (SSP), the main menu alignment is fixed and cannot be configured in the Skins designer. Administrators who design portal themes have no built-in option to change how the menu is positioned, which limits their ability to match customer branding and layout preferences.

The Skins designer now includes a setting that allows administrators to control the alignment of the SSP main menu. You can choose to align the menu left, center, or right directly from the skin configuration, making it easier to match your organization’s branding, improve readability, and create a more consistent user experience across your portal.

In the self-service portal, HTML output fields use a fixed background and border colour that cannot be configured in the Skins designer. Administrators have no way to adjust these colours to match their brand, improve contrast, or align HTML output fields with the rest of the portal styling.

Administrators can now style the background and border colours of HTML output fields directly in the Skins designer. This gives finer control over the look and feel of portal content so you can align HTML output fields with your organisation’s branding and improve readability for end users.

"Add to list" field is overlapping other field in Manage CMDB pop up screen.

The issue is now fixed.

In the Designer field picker, the column list does not display each field’s type (for example: Text, Number, Date, Multi select). As a result, users have to open or trial fields to confirm compatibility, which slows configuration, increases mis-selections, and makes it harder to standardize screens.

The field picker now includes a Type column that shows every field’s type at a glance and supports quick scanning and selection. This makes it easier to identify compatible fields, reduces configuration errors, and speeds up building and maintaining Designer screens.

Turn ON the 'Enable advanced search in search fields' option under Preview Features in Portal Settings and save the changes. After reloading the portal, navigate to the Service Catalog and review past/current service orders. When you press enter in the Service Action QD field, the first ten records should appear, along with an "Advanced Search" hyperlink at the bottom. However, this hyperlink seems to be hidden. Hovering over the empty space below the list reveals a hyperlink, and clicking it takes the user to the advanced search page.

The "Advanced Search" should be clearly visible in the Service Action QD field.

Currently, the CMDB update task successfully updates the Service field's title with the text field value only on the first loop; on subsequent loops, the Service title is not updated.

A new option has been added to manage cmdb screen (highlighted in yellow in the screenshot).

The option selected by default will remain as to rerun only failed transaction.

When you configure IPK and workflow selection criteria on a service level agreement using the rules builder, the XML definition of those rules is not saved correctly. After logging a call or workflow, no SLA is applied, and reopening the agreement shows that the selection criteria have effectively been lost.

IPK and workflow selection criteria configured in the SLA rules builder are now saved and reloaded reliably. The criteria you define are preserved, and the correct SLA is automatically applied when you log or update a call or workflow that matches those rules, ensuring consistent SLA coverage without additional manual intervention.

All widgets fail to render if one breaks.

The issue is now fixed.

"Approval User of Own Request" setting in the Portal role does not work for an User only profile and when the Request is raised from the SSP, resulting in a failure in approving the User approval.

"Approval User of Own Request" checkbox now works as expected. When the settings is enabled, both Analyst/User and User only profiles can approve or reject the User's own Request.

Linked attachments of related items are no longer selectable in the Portal. Physical Attachments can still be downloaded.

The issue is now fixed and the linked attachments work as expected.

A new option has been introduced in the Auto Close administration Rules to provide greater flexibility in managing suspended Calls. Administrators can now enable an “Allow suspended calls to be closed” checkbox when configuring auto-close rules. This allows calls that are currently suspended to be automatically closed if they meet all other rule criteria—removing the previous limitation where suspended calls would always remain open.

Previously, the Auto Close Rules would only close calls that were not suspended. Even if a rule specifically targeted suspended calls, the system would ignore these and leave them open. This meant that organizations could not automate closure for suspended calls, even when desired.

With the new checkbox enabled ("Allow closure of suspended calls"), auto-close rules will apply to suspended calls, ensuring they can be closed automatically if all other conditions are satisfied. Default: False/Unchecked to maintain current behavior.

This enhancement gives teams precise control over their auto-close processes—supporting use cases where suspended calls should be closed after a defined period.

Allow users to define conditions where specific types of suspended calls can be closed (e.g., "Suspended for more than X days").

Example rule:

If Suspended = True AND Suspended Duration > X days, allow auto-closure.

Currently, the Auto Close service repeatedly attempts to process the same set of up to 100 calls, even when those calls no longer meet the Auto Close rule criteria. Calls that contain a lot of history and related data are frequently re-evaluated but never closed, while other eligible calls are not picked up. This wasted processing results in Auto Close rules appearing not to work reliably for data-heavy calls and can increase load on the system.

The Auto Close service should always evaluate calls using the full rule criteria before they are selected for processing, so that only calls which actually match the Auto Close rules are returned and closed. Calls with a lot of history and related data that meet the rule conditions should be closed automatically in the same way as any other call, and calls that do not meet the criteria should no longer be repeatedly re-processed. This change makes Auto Close behaviour predictable and efficient, ensuring that eligible calls are closed on time and system resources are used more effectively.

Selecting a Configuration Item (CI) on an IPK call does not automatically set the Service. Analysts and End users must choose the Service separately across Core, Nano and the Self Service Portal. Templates do not auto-populate the Service from a CI, and changes to CIs during the call lifecycle do not update the Service. Resolution CIs selected when closing a call do not adjust the Service.

Administrators can enable Service to CI auto-population within the IPK Setting (Partitioned) option. When Service to CI Linking is enabled, ASM will automatically populate the Service when a CI is selected in the Portal, Core, Nano or through templates and via integrations such as email events.

To configure Service to CI linking, enable the following:

• Automated Service Population: Select to enable the capability.

• Link Type: Select the link type. These will correspond to the link types defined in System Administration > CMDB > CMDB Link Types.

• Default Service: Select a Default Service.

• Exceptions: If applicable, enter the exceptions to the rule.

A CI can only have one Parent Link but a Service can have multiple CIs linked as its Child.

Use Cases

• If the administration function to link Configuration Items to Services is enabled and the Administrator has not performed the required actions to add a CMDB Link to the Services, no Service will be automatically populated on the Call Details Screens.

• If the CMDB Link for a Service link is changed during the calls lifecycle and the Configuration Item has a different linked Service, the previously selected Service will be invalid. On Save, the Service will be updated to the new matching value.
  If the Service is selected before the Configuration Item is inputted, what is the behaviour? If the selected Service has not been linked to the selected Configuration Item, the call record will automatically update the correct Service matching the selected Configuration Item.

• It is possible to set a resolution Configuration Item when closing a call through the Core interface. This is stored as a resolution CI in the system and can differ from that on the main call page. What happens when the resolution CI on the close screen is selected or changed? The service linked to the resolution CI will be updated on the close of the call to the matching linked item. If no linked item is selected, the service will not be updated.

Currently, when "User Updated" is enabled in the System Administration>Call Status Titles, when an update is made to the Call via email or SSP, it will automatically change the status to the one defined in the User updated column. That means that if a Call Status is flagged for this column then any User driven updates to Calls via the Portal will have the Call Status changed to this value.

It actions on all updates on all Calls, therefore we are missing the granularity/flexibility in terms of configuring changing to multiple statuses on User updates and not just the one configured in the column for only one status.

If a Call is suspended, the suspension typically will stop the clock on the SLA and we are missing the option to auto-restart the SLA on User update.

We have add the ability to configure the status change when the User Updated functionality is used.

The current status of the Call, set in the first column, will be evaluated by the system when changing the call’s status during a user update. To maintain the same call status, the same status can be selected in the user update status column. Similarly, if the “User Update” checkbox is not enabled, the call will retain its status for updates made by the user through the SSP or via email.

e.g.: All Calls that have the "In Progress" status now will have the status "User updated" after the user does an update via email or the SSP.

All status titles are configurable per customer, allowing different names to be customised. The statuses configured by the customers will be present in the” User Update status” dropdown. The wireframe serves as a visual example.

We've also enhanced the Service Level Agreement functionality of the tool to automatically unsuspend an SLA on corresponding Open Calls when the Call is updated by the customer via email or the Self-service portal. Resolved and Closed calls will not be affected by this enhancement.

When the checkbox "Start Clock on Unsuspension" is enabled, if the Call is suspended, when the User updates the Call via email or in the SSP by adding a note/attachment, it will automatically unsuspend the Call and start the SLA clock. The "Start Clock on Unsuspension" will be evaluated against the new status set after the update so make sure to have the checkbox enabled for that particular new status set.

In Nano there is currently no way to save search criteria. Agents must rebuild common searches each time they look up Calls, Requests, Tasks, Knowledge articles, or CMDB records. There is no central list of saved searches, no pinning of favourites, and no quick access from the search menu.

ASM Nano – Saved Searches

Introduction

Saved searches in ASM Nano let your teams store and quickly reuse their most common search criteria across Calls, Requests, Tasks, Knowledge, and CMDB records. This reduces repetitive work, speeds up everyday operations, and makes it easier to keep critical views at your fingertips.

What this feature does

A new Save search icon is available in the top‑right of the Nano search screen. Once you have configured your filters and run a search, you can:

• Save the current search criteria with a meaningful name

• Access all saved searches from the Search menu

• Open a saved search in a new tab by double‑clicking it

• Pin favourite searches for quick access

• Edit, rename, or delete saved searches via the action tray

The behaviour is aligned with the existing Saved Reports experience in Core, so users familiar with that capability will find it intuitive in Nano.

Key Benefits

• Save time and reduce effort
  Reuse complex filter sets instantly instead of rebuilding them every time, reducing clicks and handling time for common activities.

• Improve consistency and control
  Standardise how teams search across Calls, Requests, Tasks, Knowledge, and CMDB. Shared saved searches help ensure everyone is looking at data in the same way.

• Better visibility of critical work
  Keep important views (for example, high‑priority Calls, overdue Requests, or specific CI types) always one click away, supporting faster decisions and SLA adherence.

• Simpler onboarding for new staff
  New users can rely on predefined saved searches to find what they need, reducing training time and the risk of incorrect searches.

How to add a saved search

1. Go to Nano search
   Open ASM Nano and navigate to the area you want to search in (Calls, Requests, Tasks, Knowledge, or CMDB).

2. Set up your filters
   Use the search bar and available filters to define the criteria you want to reuse. For example:

   • High‑priority open Calls assigned to your team

   • Knowledge articles for a specific service

   • CMDB records with a particular status or type

3. Run the search
   Confirm your filters and run the search so the results are displayed.

4. Click “Save search”
   In the top‑right corner of the search screen, select the Save search icon.

5. Name your saved search In the dialog that appears:

• • Review the current criteria (these will be stored).

  • Enter a clear, descriptive name (for example, “My team – High priority open Calls”).

  • Confirm to save.

Access and use your saved search

Nano Save searches are unique to Nano. Only the searches you save within Nano will be shown, they will also not be visible within ASM Core.

• • Open the Search menu and locate your new saved search in the list.

  • Double‑click it to open in a new tab with the stored filters applied.

Pin and manage saved searches

• • Pin as a favourite
    Pin frequently used searches as a favourites so they are easy to find and open on system launch. To pin, open the saved search and select the pin icon on the tab next to the search name. Pinned searches are highlighted and remain readily accessible.

  • Rename a saved search
    In the saved searches table, highlight the entry you want to change. select the pencil icon in the action try. A rename box will opens where you can update the name. Enter the new name and select OK to confirm.

  • Delete a saved search
    To remove a saved search, highlight it in the table and select the cross (delete) icon in the action tray. Choose OK to confirm deletion. This will permanently remove the saved search from the list.

Special symbols was causing the character count to be incorrect, ie. converting '<' to '&lt;'.

This is working as expected. Giving < symbol is not converting to &lt.

Bulk forward screen not working in 10.6.8.14837 .

The issue is now fixed.

Currently, activity items for Calls can be created, functioning like a checklist. Analysts can close activity items as they complete them, ensuring the correct process is followed and enabling better tracking of call progress.

We made improvements to allow Analysts to follow a structured processes using activity checklists and close activities efficiently from both grid and detail views. With reusable activity lists and enhanced filters like "Show Closed" and "Show Everyone's," the system offers better organization, clarity, and usability.

Please see details of improvements and relevant screenshot examples in the Expected behaviour section:

The Call Activities link has been removed from the Call Links. Call Activities have transitioned from a static page to a widget, and the "Add New Activity" button has been relocated from the toolbar into the widget.

Call activity filters have been updated to "Show Closed" and "Show Everyone's."

Previously, closing an activity was only possible from the Call Activity Details screen and the toolbar. Now, activities can be closed from both the activities grid view and the details view.

Two new columns are added dynamically based on the call activity status (Open or Closed).

The "Add Activities from List" button and the "Activities List" dropdown are only visible if activity lists have been defined in the admin settings; otherwise, they remain hidden.

Owning officer changed from a dropdown into a Search field.

If a call remains open for an extended period, any information entered is not automatically when Stop the SLA clock via the service window is used.

The issue is now fixed. When the StartStopClock function is run, it will now apply the SLM data to the field collection. Which means if you access another page (eg. the forward screen) and then click back to main, it will retain the SLM data.

When using promoted items to create a Call or Request, the original Call is removed during the process. On certain systems, this removal step causes a noticeable delay, taking approximately 10-15 seconds to complete, which slows down the entire Service catalog submission experience for Users.

The removal of the original Call will be processed in the background, allowing Users to continue submitting Service Catalog Requests without delay. This results in a much faster and smoother experience, as Users no longer have to wait for the Call removal to finish before proceeding.

Currently, the Call/Request closure screen includes a Closure summary field that is optional, and there is no dedicated mandatory reason captured when a call or request is closed. As a result, agents can complete closures without providing a clear explanation, which makes it harder for teams to understand why tickets were resolved and to report consistently on closure reasons.

The Call/Request closure screen now includes renamed and updated fields so that both a closure summary and a closure reason must be provided whenever a call or request is closed. Agents are required to enter a concise summary and select or supply a clear reason before they can complete the closure. This ensures more consistent data capture, improves reporting on why tickets are closed, and gives support teams better insight into resolution trends over time.

Call search is no longer bringing any rows back when adding a field to the Portal Tables.

The issue is now fixed.

In Designer > Print Reports for the Call entity, attempting to add a field into an existing section places the field outside the intended group instead of between the selected fields (e.g., inserting Call Time 1 between IPK Status and IPK Stream). This occurred consistently from 10.5.8 through 10.6.5 and prevents precise control over field placement within sections.

Adding a field should insert it exactly where placed within the section—between the chosen fields—without jumping out of the group. Drag-and-drop placement is predictable, sections retain their structure, and fields can be positioned accurately to achieve the intended print layout.

In v10, the core date picker did not honour initial date/time attributes as v9 did. In search forms, selecting a date range could set both the From and To dates to 00:00 by default. This meant choosing the last day of the period effectively excluded that entire day from results, causing users to miss calls and other records. Behaviour was inconsistent with v9 and could be surprising.

The date picker now supports initial date and time attributes. In search screens, From dates default to 00:00 and To dates default to 23:59, restoring full-day coverage as in v9 and preventing missed results. In all other contexts, the time defaults to the current time when the date is set, providing consistent and predictable behaviour.

When opening the change reason box and selecting the calendar icon, the calendar dropdown appears but the last row and the "Today" button are cut off, preventing easy date selection.

The calendar dropdown should display fully, with all rows and the "Today" button visible, allowing users to make date selections without any display issues.

When updating a call via the REST API, you cannot change its partition. This limitation prevents moving calls between partitions as part of an update and often requires manual workarounds or separate administrative steps.

You can now change a call’s partition as part of a REST API update. Partition changes are restricted to partitions the authenticated account is permitted to access, ensuring security is maintained. Requests to unauthorised partitions are blocked with a clear validation error.

Changing partition after save in Admin causes ASM Core to load in Admin Main section, so it is duplicated.

After the change, when changing the partition after saving a previous selection, the Admin main section is not duplicated or loaded again.

When administrators configure the menu item highlight colour in the Skins designer, the change is applied in Core but is not reflected in the Self Service Portal menus. Portal menu items continue to display the default highlight colour, regardless of the configured skin setting.

The menu item highlight colour configured in the Skins designer is now consistently applied to Self Service Portal menus. This ensures that portal navigation fully reflects your chosen skin configuration, providing a more consistent and professional branded experience for end users.

Different issues related to the usage of restricted special characters like *^<>.

Prevent certain special characters to be entered in Nano, Portal and Core table and search fields header columns, etc.

When hovering over the text area in a section, the mouse pointer is the regular cursor and not the text cursor.

The issue is now resolved.

Previously, Users encountered problems when clicking on deep links from SharePoint to ASM and when accessing linked knowledge articles directly from the Portal interface. These issues disrupted the expected navigation experience and required additional workarounds.

Now, both types of links function reliably. Clicking a knowledge article link in the Portal or accessing a deep link from an external source will correctly direct Users to the intended content. If a login is required, the Portal will prompt for credentials and then display the targeted knowledge article as expected. This improvement ensures seamless access to valuable knowledge resources, enhancing efficiency and User satisfaction.

Click through from Tasks not working in grid widgets. Double clicking on a raw in the grid does not open the Task.

The issue is now fixed.

In Admin → Integration → Resources → Master Data → AzureAD → Users, using Clone From to copy a resource group within the same partition does not complete. After selecting a source group (for example, “Blocked Vendor (1 Series)”) and clicking OK, the selection window remains open and no new resource group mapping is created.

When a user selects a source resource group and clicks OK, the cloning action completes successfully: the dialog closes, a new resource group mapping is created in the same partition, and it appears immediately in the list. The process is reliable and requires no extra steps.

On the post‑logging review screen, attempts to add a note or attachment in the Conversation widget return the error “Item is static and cannot be amended.” This occurs when requests are logged via a Service Action and the shopping cart is disabled (Portal setting: Hide Shopping Cart). Updating the conversation works only after closing the review screen and editing the request from the outstanding list.

Users can add notes and attachments directly in the Conversation widget on the post‑logging review screen without errors — even when the shopping cart is disabled. Updates apply immediately, so conversations can continue seamlessly without leaving the screen.

When copying a table from a word document to the description or Action and Solutions section of a Call screen there are inconsistent results. Sometimes the raw data (without table definition) will appear in the description or Actions and Solutions, and other times no data is visible at all.

Copying tables in any Rich Text Editor sections (Core - Description, Actions & Solutions, history Portal - Description, Add note, Conversation widget, Nano - Description, Add note, Conversation widget) works as expected.

Corrupt Core Request indicator on Tasks Outstanding screen. When adding "Request No > Indicators" to the Tasks Outstanding screen—when logging or updating a request from a listed task, the note added/conversation update indicator icon doesn’t appear.

The issue was fixed.

When trying to complete the User survey from Chrome/Edge, the date fields don't load and data input is not possible.

ohe issue is now fixed and the date fields are working as expected on the User Survey form.

When using Nano, entering data into date fields on a task screen does not work as expected. Currently, if you add or update a date in a task and save your changes, the date fields become blank, causing any entered dates to be lost. This affects fields such as "Imp start" and "Imp end date."

After entering a date and saving the task, the date should be retained and displayed correctly. This update addresses the inconsistency, ensuring that date values you enter in Nano tasks are reliably saved and visible after saving, providing a smoother and more predictable experience when managing task schedules.

The dependencies diagram anchors to the bottom-right of the canvas. Any attempt to pan or reposition snaps the view back to the bottom-right, making large diagrams difficult to read and navigate.

The dependencies diagram opens centered in the viewport. Users can freely pan and reposition the canvas and the view remains where placed without auto-snap. Zoom and position stay stable during common interactions (e.g., refresh, save), ensuring consistent navigation.

In the dependency criteria rules list from Task/Approval available conditions page the rules don't get updated, in the sense that the group names don't get updated after a change. Also, the Update rule button doesn’t work. When pressing on the button, it duplicates the same values.

The issue is fixed. Reviewing the condition on the conditional task in the dependency criteria list will display the updated group name values.

Search and Outstanding screens currently refresh automatically based on a global interval. This automatic refresh cannot be controlled per screen type, which can interrupt users while reviewing results and may have a performance impact in busy environments.

New admin controls for screen refresh
Administrators can now manage auto-refresh independently for Search and Outstanding screens. Two new settings allow you to enable/disable auto-refresh per screen type and optionally apply a browse refresh interval when enabled.

Menu>Admin>System Administrator>System Settings

Email validation was disabled on forgotten password.

When requesting a password reset in the forgotten password section, entering a valid email should trigger a password reset email to be sent. If an incorrect email is entered, the system should not notify the user about the validity of the email address, maintaining confidentiality of registered users.

Locations Linked to Organizations is disabled and Location search is returning too many rows.

We removed the special case handling for organisations and locations. Instead of using the linking table AR_COMPANY_LOCATION_LINK and joins against AR_LOCATION -> AR_CLIENT_COMPARY or AR_CLIENT_COMPANY -> AR_LOCATION, it will use the out of the box functionality and will use the location stored in the organisation table.
This means that the "Locations Linked to Organizations" CMDB setting needs to be disabled. This also means that the "Primary Location" functionality will not be supported.

User_id field gets truncated which is longer than 50 characters.

We've increased the length of email fields to 320 characters.

The email body in the pop-out window does not extend to the bottom, limiting visible space and requiring unnecessary scrolling.

The email body in the pop-out window will dynamically expand to fill the available space, maximizing visibility and making it easier to compose and review messages.

When adding a Recipient in ASM Core> Email the screen scrolls to the bottom of the dialog window. Scrolling to the bottom of the screens has been reported for other parts of the system, e.g. Call window.

When adding a recipient to the email, the screen will maintain its current scroll position within the dialog window, ensuring the user can continue their workflow without interruption, without causing unnecessary scrolling to the bottom of the dialog. We've ensured consistent behavior for indicator icons across New - Message, and Email/Email All actions in Knowledge, Task, Request, and Call screens.

Currently, the Call, Request, and Task Details screens provide access to email functions, but the toolbar does not include clearly labeled Email (Reply) and Email All (Reply All) buttons. Users often need to access email actions through menus or less intuitive icons. This can make it less efficient to respond to communications, especially when addressing multiple stakeholders at once.

With this enhancement, new toolbar buttons for Email (Reply) and Email All (Reply All) will be introduced on the Call, Request, and Task Details screens . These buttons will allow users to quickly open an email composition window—either to the primary user or to all relevant stakeholders (including CC Recipients and Followers)—directly from the toolbar.

Email subjects for Requests and Tasks occasionally included random characters. This caused customer replies to be misrouted and created new tickets instead of updating the original Request or Task.

Email subjects will now remain consistent, ensuring replies are correctly linked and communication flows as expected.

On mobile devices using Nano, the Search/View grids currently display only the first two columns and do not show a horizontal scrollbar. Users cannot scroll to see additional fields, which limits visibility of call outstanding/workload information. This is reproducible by switching the screen to a mobile viewport.

Search/View screens (Version 1) in Nano provide a horizontal scrollbar on small screens so users can scroll to view all columns. This ensures full access to call and workload details on mobile devices, improving usability and information visibility across devices and orientations.

Currently, the Self Service Portal (SSP) Display Category field cannot be added to CMDB asset or asset template screens in Designer. When admins attempt to drag and drop the SSP Display Category onto the layout, only an empty placeholder box appears and no usable field is rendered. As a result, SSP Display Category cannot be configured or surfaced on asset-related screens, limiting how assets are organised and displayed in the portal.

The Designer has been enhanced so that the Self Service Portal (SSP) Display Category can be added and used on all CMDB asset and asset template screens. When you drop the SSP Display Category onto a screen, the field now renders correctly and can be configured like any other field. This makes it easier to categorise assets consistently for the portal, improving how services and assets are organised and presented to end users.

Enhanced SLA Tracing/Event Logging

Customers are advised that a maximum of 12000 minutes (200 hours) can be used when defining any matrix, and that any events that spans more than 44640 minutes (744 hours, 31 days) could give unexpected results.

When a user logs a request in the Self Service Portal and clears the Type field so that it is left blank, submitting the request fails with a server error: Cannot insert the value NULL into column 'TYPE_REF'...INSERT fails. The request is not created or updated, and the user cannot proceed, even though leaving the Type field empty should be allowed.

Users can successfully submit or update a request in the Self Service Portal even if they clear the Type field and leave it blank. Behind the scenes, the system now automatically defaults the Type to an unspecified value instead of saving a NULL value, so no database error is raised and the request is created or updated as expected, including when using Submit Later.

When a call is submitted via a Service Catalog deep link, the call details page is requested using POST. If the end user immediately updates the conversation widget from the review screen, the widget refresh reloads the page and resubmits the original form, which triggers an error. Closing the review screen and updating the conversation from Call Outstanding works as a temporary workaround.

After submitting a call from a Service Catalog deep link, the application now redirects to the call details form before displaying the review screen. Conversation updates refresh the page without resubmitting the original form, so no error occurs and comments are saved successfully, even if the review screen remains open.

When adding a comment into the Conversation widget on the Call/Request Review screens the User could be presented with an error

Comments are now correctly added as notes to the Call or Request from the Conversation Widget.

In SSP > Self Help > Known Issues: Clicking "Search" with no results, followed by clicking "Search" again to access advanced search, and then unchecking the "Abstract" checkbox triggers an error.

The issue is now fixed and unchecking "Abstract" is no longer causing an error.

In ASM Designer, the expander (collapsible section) widget does not display its label text in the Element properties when you select the widget on Portal review screens. For affected configurations, the label box for sections such as Attachments appears blank even though the section exists, making it unclear which part of the screen you are editing and increasing the risk of misconfigured layouts.

In ASM Designer, when you select an expander (collapsible section) widget on a Portal review screen, the label is now always shown in the Element properties and can be edited directly. For sections such as Attachments, the ATTACHMENTS label displays as expected and any changes you make to the label are correctly saved and reflected on the Portal, making it easier to identify, configure, and maintain screen layouts.

The character limit for the Service Action URL field in AR_PRIMARY_ASSET has been increased to better support the inclusion of longer URLs, such as those needed for O365 and SharePoint integrations. Previously, the field was restricted to 300 characters, which often proved insufficient for customers who need to provide extended URLs.

With this update, the product now accommodates longer URLs, ensuring seamless integration and improved usability when configuring Service Actions. This change eliminates previous limitations and helps users confidently add the URLs required for their business operations.

In some cases, the request search results page can display additional requests that do not belong to the logged-in user or their permitted scope. This intermittent issue exposes extra records in the search results list and can create confusion and potential data visibility concerns.

Request search results now reliably show only the requests that the logged-in user is permitted to see, based on their role and access configuration. The search behaviour has been hardened to prevent extra or unrelated requests from appearing, so users can trust that every result returned is relevant and appropriately secured.

File upload whitelist

To strengthen platform security and reduce the risk of malicious uploads, we have introduced an optional file upload whitelist configuration.

The file upload configuration screen now includes an optional File Upload Whitelist section. When enabled, administrators can define a list of allowed file types using extension and MIME type pairs in the format .ext:mime/type (for example, .pdf:application/pdf or .png:image/png). Only files matching an entry in this whitelist will be accepted by the system.

Key benefits

• Stronger security posture — Restricting uploads to a known-safe list of file types helps prevent common attack vectors such as arbitrary script or executable uploads.

• Improved compliance — Administrators can configure the whitelist to align with internal security policies or external regulatory requirements.

• Greater administrative control — Each environment can define its own approved file types, ensuring that only business-relevant formats are accepted.

• Reduced operational risk — Limiting uploads to expected file types lowers the likelihood of accidental misuse and simplifies incident investigation when issues do arise.

When filters are applied to the Followers multi QD field in Designer, they do not restrict the available options—users who do not meet the filter criteria (e.g., lacking a valid email address) still are displayed and can be selected as followers.

When a filter is applied to the Followers multi QD field in Designer, only users who meet the filter criteria are shown as options—just as with the User_Ref field. This ensures consistent, accurate filtering and selection based on your specified rules.

In the self-service portal data grid widgets, when a user tabs to or clicks on a table header to focus it, the header text colour changes to black. If the header background is configured with a dark colour, this makes the header text difficult or impossible to read.

Focusing a table header in self-service portal data grid widgets now preserves the configured header text colour, ensuring it remains readable even when dark header background colours are used. This improves accessibility and visual consistency for users navigating tables via keyboard or mouse.

Currently, when sending emails from a Call, Request, or Task, recipients are not automatically added as stakeholders with a specific role. There is no ability to differentiate between recipients as "Followers" or "Email Recipients" within the stakeholder framework.

Additionally, portal users who are assigned to an entity can still see the "Follow" button for their own records, which may lead to confusion.

With this enhancement, administrators can configure the system to automatically add email recipients as either "Followers" or "Email Recipient" stakeholder types when sending emails. When the new setting is enabled, recipients will be assigned the selected role and granted the associated notifications and access. Followers will have full notification access and can manage followed entities from the portal, while Email Recipients will only receive manual notifications.

Additionally, a new portal permission allows hiding the "Follow" button for users who are already assigned to the entity, improving clarity and user experience.

Users are unable to remove specific fields from the user and analyst new "Followers" search fields, resulting in persistent unwanted entries and a less customizable search experience.

Users can successfully remove any field from the user and analyst new "Followers" search fields, allowing for a clean, personalized, and efficient search configuration.

When viewing calls that rely on dormant session data (for example, the SLM Service Window or Call History views), the page can fail to load and display a FormatException / "Unable to read beyond the end of the stream" error. This typically occurs when unsupported or invalid characters (such as malformed Unicode values) are present in the underlying session data, causing ASM to crash instead of recovering gracefully.

Calls that use dormant session data – including SLM Service Window and Call History views – now load reliably, even when the data contains previously unsupported characters. ASM detects problematic session data, safely refreshes it from the database, and continues to render the page without error. This prevents FormatException failures, improves stability when working with affected calls, and ensures analysts can review service windows and history without interruptions.

Currently, service desk teams must manually forward applicable Calls to external suppliers and select the responsible analyst themselves. This relies on local custom fields and scripts, which can lead to inconsistent routing, slower handoffs, and a higher risk of misassignment. Accountability for follow-up also depends on manual steps.

When the selected Service or CI indicates an external supplier, calls are automatically forwarded to that supplier and the responsible supervising analyst is selected using a new system-level Supervising Analyst field. This reduces manual triage, speeds up response times, and improves routing accuracy and accountability.

• Available as a preview feature that admins can enable.

• No change to other workflows unless the preview feature is turned on.

When selecting the 'Analyst by Group' function and having selected a group the second table highlights the first analyst in the list.

The analyst and group names for all three options on the forwarding screen should be ordered alphabetically. At the moment it appears they are by reference value.

Group and names are listed in alphabetical order. On selecting the group, the analyst name is not highlighted by default.

When analysts use the Forward to option, the control does not always display correctly. In some cases, the selected group or analyst is not clearly shown or appears misaligned, which makes it difficult for users to confirm who the call or request is being forwarded to before they complete the action.

The Forward to option now displays consistently and clearly shows the selected group or analyst. Forwarding a call or request provides a reliable, readable view of the forwarding target across supported screens, reducing confusion and ensuring analysts can quickly verify that items are being routed to the correct team or individual.

When a call has a physical status of "Forward To The Group", it does not appear in the Calls Outstanding or Workload Outstanding group searches. As a result, group-owned work with this status can be missed, reducing visibility of open items and making it harder for teams to manage their queues.

Calls with a physical status of "Forward To The Group" are now included in both the Calls Outstanding and Workload Outstanding group searches. This ensures that all group-owned calls are visible in standard work queues, helping analysts to track their workload accurately, avoid missed items, and respond to customers more reliably.

Graph drill down doesn't work. In one example, ghe drill-down either doesn't navigate anywhere at all or drills down to a completely different organisation when sort by organization to the graph view and view the search using Graph view is used.

We have updated the graph control to set the drilldown column so that it return the correct values.

In the Call detail screen, the HTML editor currently only provides a vertical scroll bar. When content such as wide images extends beyond the visible area, users cannot scroll horizontally, so parts of the image and other content are cut off and difficult to review.

In the Call detail screen HTML editor, both vertical and horizontal scroll bars are available. When content such as wide images extends beyond the visible area, users can scroll horizontally to view the entire image and all HTML content, making it easier to review and work with detailed call information.

Improve deleted group management

We have added a "Show Deleted" checkbox to the IPK Groups and Workflow Management Groups Admin pages:

When selected, the table refreshes to display deleted groups.

Upon opening a deleted group, a message will appear, giving the Admin the option to restore it:

Users with both Analyst and User roles were able to see all Calls or Requests they owned as an Analyst, not just those submitted as a User. when Users searched for open calls in the SSP, the results included Calls where they were listed as an Analyst, even if they were not the primary user on those calls.

Search results now only display Calls where the logged-in user is the actual requester, ensuring a clearer, more secure experience that aligns with user expectations and role-based access permissions. This change prevents unintended visibility of tickets and reinforces correct data access for all Users.

In Nano, when you change the implementation end date (IMP End) to a date in the past, the implementation start date (IMP Start) is not automatically adjusted. This means the two dates can become inconsistent, leading to requests being logged with incorrect implementation timelines.

Nano will now align with ASM Core behaviour. When you change the implementation end date (IMP End) to a date in the past, the implementation start date (IMP Start) will automatically update to the same date. This keeps implementation timelines consistent and reduces the risk of incorrect dates being captured on requests.

When a portal user selects Add Me on a Major Incident (MI), a child incident is linked correctly. However, on the Incident review screen the Workaround section is rendered three times. The Incident history also logs the workaround three times, creating duplicate entries.

Selecting Add Me links a single child incident as designed. The Incident review screen displays the Workaround once only, and the Incident history records a single, accurate entry. No duplicated content appears in the review screen or history.

When users open the self-service portal request search results page (portal.aspx?form=requestsearchresults), the system immediately runs a search without any criteria. As a result, the page returns every submitted request the user can access, creating a long, unfocused list of results. This makes it harder and slower for users to locate the specific requests they care about.

When users open the self-service portal request search results page (portal.aspx?form=requestsearchresults), the system will first display the search criteria screen rather than running an automatic search. Users can then choose and apply their own filters before any results are returned. This ensures that results are more targeted, easier to scan, and faster to work with, helping users quickly find the requests that matter to them.

Inconsistent validation in Call Activities that shows an orange toast notification instead of normal field validation.

Validation now consistently displays a red border around fields and labels when an error occurs, ensuring uniform behavior across our product.

Attachments added via the Self Service Portal were not displaying an indicator within Core.

Indicator column now displays the correct indicator when Attachments are added via the Portal.

When configuring filters on a Self Service Portal (SSP) QD field (e.g., Organisation), adding multiple criteria lines in the rule builder without saving between each entry leads to data loss and a locked state. After saving, only the first line remains visible and the filter cannot be edited or deleted. Previously, the criteria builder also cleared the second field unexpectedly.

You can now add multiple criteria lines in the QD filter rule builder in one go and save once. All criteria persist after saving and remain visible and fully editable. The criteria builder retains the second field and no longer clears it, ensuring reliable configuration of SSP filters.

When a user adds feedback on a knowledge base article through the portal and includes an image, the image is saved with the feedback but is not displayed in Core. In the knowledge review screen, opening the related feedback shows only the text content, while the embedded image is missing.

Images added to feedback on knowledge base articles through the portal now display correctly in Core. When reviewers open feedback in the knowledge review screen, both the text and any embedded images are shown, making it easier to understand the full context of customer comments and act on them effectively.

When a knowledge article is created with an associated web link (such as a Vimeo URL), the link cannot be opened in a new browser tab when viewed in the Core interface. Attempting to click the URL does not launch the resource as expected.

When a knowledge article includes a web link, clicking the URL in the Core interface should open the link in a new browser tab.

When text area fields that use HTML are linked and displayed in the Portal or Core, their formatting is not rendered correctly. Checklist-style content and other HTML elements (e.g., lists, bold/italics) appear inconsistent or are lost, making the information hard to read and use.

Linked HTML text areas now render consistently across the Portal and Core. All formatting is preserved — including checklist items, lists, and emphasis — so content displays as intended and remains easy to read and act on.

The list of unique locations is not visible, and attempting to clear the list results in the deletion of the entire Location record. What seem like duplicates are actually single records. Locations appear as a count of the Organizations they are referenced against in Search results.

Locations will be properly recognized as individual records and will no longer appear as duplicates. In Search results, Locations will be accurately referenced without counting the Organizations they are associated with, maintaining a clear distinction between Locations and Organizations.

When the AD Connector is running and performing inserts or updates on the AR_PERSON table, Core login can become noticeably slow. The login process uses Entity Framework to query AR_PERSON without special handling for concurrent write activity, so these queries may be blocked by the connector's operations. As a result, users can experience delays or timeouts when signing in during periods of heavy AD synchronization.

Core login has been optimized to avoid being blocked by AD Connector activity on the AR_PERSON table. We now use a non-blocking (WITH (NOLOCK)) read for the Entity Framework queries involved in authentication, preventing AD-related inserts or updates from delaying user sign-in. This change ensures consistently faster and more reliable login performance, even while the AD Connector is actively synchronizing user data.

The email subjects aren't being assigned to the email template when adding a new template. When attempting to select a subject, the dropdown only displays subjects linked to the base task, and none associated with other screen sets appear.

When creating a new message template and adding a subject in the message editor within the message map, mapping the template and selecting the appropriate message map will ensure that the message subject is saved and displayed.

All Users will have the ability to configure Time-based One-Time Password (TOTP) using their preferred authenticator app.

When Multi-Factor Authentication (MFA) is required, Users will be prompted to set it up immediately after signing in.

TOTP codes will be periodically requested during user sign-ins to enhance security.

Administrators will have the option to define an expiry period for TOTP codes. Once this period expires, users will be required to enter a new code upon their next login attempt.

System Administration

A new setting will be introduced to allow global configuration of the maximum age for MFA TOTP. This defines the time interval between user sign-ins after which a one-time passcode (TOTP) will be required again.

User Account Configuration

A new setting was added to the Person Details page in the ASM Core interface.

->When the Reset MFA button is clicked, all MFA/TOTP-related configurations and secrets will be cleared, allowing the user to restart the setup process.

->If MFA is not currently configured for the User, the Reset MFA button will be disabled (greyed out).

Self-Service

Users will have the ability to enable MFA through the portal.

When the Enable MFA button is clicked, the form will be submitted as usual. The user's existing MFA configuration (if any) will be cleared, and they will be redirected to the MFA Setup page to complete the configuration process.
-> This action will be logged in the audit trail.
-> The Enable MFA button will only be visible if MFA configuration is permitted (e.g., when MFA is enabled globally).

Enabling MFA Using TOTP

A new service will be developed to enable Multi-Factor Authentication (MFA) setup using Time-based One-Time Passwords (TOTP) via an authenticator app.

This service will support setup via QR code and will be compatible with any standard authenticator app, such as Microsoft Authenticator, Google Authenticator, and Authy.

The implementation will follow the user experience outlined in the following blog post:
🔗 Implementing Two-Factor Auth using an Authenticator App in ASP.NET

The preferred implementation approach will use the GoogleAuthenticator NuGet package (not affiliated with Google).

High-Level Process:

1. The user is authenticated using an existing session cookie.

2. If MFA has not been configured, the service will initiate the configuration process.

3. If MFA is enabled but the TOTP verification has expired, the service will prompt the user to validate a new TOTP code.

4. Upon successful verification, the user’s account is updated with a new TOTP expiry date.

5. The user is then redirected to the appropriate login page to complete the sign-in process.

Accessing the User Interface

Users will be able to sign in as usual. However, the sign-in flow will include additional checks:

-> If the user account has not been activated, they will be redirected to the Account Activation page.

-> If the TOTP has expired, the user will be redirected to the MFA Setup page to complete setup and validate a new TOTP code.

-> If neither of the above conditions applies, the user will be taken to the Home page as normal.

This updated sign-in process will apply to both the Self-Service Portal and the REST API.

-> For the REST API, if the account is not activated or the TOTP has expired, the API will respond with a 403 Forbidden status.

Self-Registration

The self-registration process will be enhanced to support the use of a configurable person template.

When new user accounts are created via self-registration, the system will apply the specified template—if one has been configured—to define default values and settings for the user profile, including enabling the MFA.

MFA can be enabled by default for any user account created via: Entra ID (Azure Active Directory)/AD Connector if the MFA is enabled on the person template in the Resource type mapping page.

MFA will work on top of any other authentication type: e.g. when using SAML, when using Windows authentication, LDAP, etc.

My Options XML corrupted on save- My Options menu can’t be updated as the Admin Screen won't load any options.

The issue is now fixed.

In Nano, calls cannot be linked to other calls or requests. Analysts have no way to see a call’s related parent or child items and cannot add or remove links. This limits traceability and makes it harder to follow related work — particularly for the Bristol City Council implementation.

Introduction

We have introduced a new Linking widget in Nano to help you organise related tickets more effectively.
You can now create clear parent/child relationships between calls and requests, see all related items in one place, and navigate between them with a single click.

What the Linking widget does

The Linking widget lets you:

• Link a ticket to:

  • One Parent Call

  • Multiple Child Calls

  • One Parent Request

• View all linked items on the Call and Request details screens

• Open linked tickets in a new tab by clicking on their pill

• Add or remove links without leaving the ticket you are working on

This gives you a simple, visual way to understand dependencies, follow related activity, and reduce duplicate work.

Key benefits

Better traceability – see the full chain of related calls and requests in one place.

Clear hierarchy – distinguish easily between parent calls, child calls, and parent requests.

Faster triage – jump straight into related tickets from clickable pills.

Less duplication – quickly spot when multiple tickets relate to the same issue or request.

Adding the Linked Widget

The Linking widget is available for you to drop and drag of within ASM Designer:

1. Add the widget by dropping and dragging the widget from the layout widget on to your screen
   

2. This will show as a blank item on your design
   

3. Select the black bar and then update the Widget ID with call-linking
   

4. Save your screen design

Understanding the layout

Inside the Linking widget, linked items are grouped by relationship type:

Parent Call

• Shows the single call that is the parent of the current ticket.

• Only one parent call can be linked.

Child Calls

• Shows all calls that are children of the current ticket.

• You can link multiple child calls.

Parent Request

• Shows the single request that is the parent of the current ticket.

• Only one parent request can be linked.

Each linked item appears as a pill (label). Pills may also include an icon to visually distinguish the different link types.

Opening linked items

Clicking on a pill will open the related call or request. This opens in a new tab at the top of ASM Nano.

Adding linked items

You can add links in two ways.

Option 1 – Using the plus (+) icon

1. Hover over Parent Call, Child Calls, or Parent Request in the Linking widget.

2. A + icon appears next to the last item in that section.

3. Click the + icon.

4. A dialog opens, the relationship type is pre‑selected and greyed out based on the section you clicked (for example, Child Calls).

5. Use the search field to find the ticket you want to link (see “Searching for ticket to link” below).

Option 2 – Using “Add Linked Item”

1. Click Add Linked Item.

2. A dialog opens with:

   1. A Type dropdown.

   2. A search text field.

3. Choose one of the available relationship types:

   1. Child Calls

   2. Parent Call

   3. Parent Request

4. Use the search field to find the ticket(s) you want to link.

Searching for tickets to link

The Linking widget uses a search‑as‑you‑type experience:

1. Click into the search text field.

2. Start typing at least 3 characters.

3. A dropdown appears with up to 10 matching results.

4. Each result shows:

   1. Call/Request Title

   2. Number

   3. A short description snippet (up to around 160 characters).

5. Click a result to add it as a linked item.

Removing (unlinking) items

You can remove a link at any time from the Linking widget:

• Find the pill you want to remove.

• Click the X inside the pill.

Collapsable section disappears from Request screen once minimised and cannot be re added until the Request is refreshed or a new one is raised.

The issue is now fixed.

Date Request fields on a Nano Task will not hold the data when you click Save. It seems that if a date Request field is added to a Task screen in Nano and you update the screen and press save, the date fields become blank.

The issue is now fixed.

When working with Task screen sets in Nano, multiple date fields, including Logged Date, Request Target Date, and Technical Target Date, are displaying dates in an incorrect or inconsistent format. This problem affects both customer-defined and system default date fields, making it difficult for users to interpret or rely on date information accurately in Nano interfaces.

All date fields in Nano Task screen sets will display dates in a consistent, correct, and user-friendly format. Whether the field is customer-defined or a system default, users can easily interpret and trust the date values shown. This improvement ensures a seamless experience and eliminates confusion or errors related to date formatting in Nano.

When editing a Task in Nano, clearing the Request No → User field and pressing Enter triggers a parsererror instead of showing available users. The User field does not load the selectable users from the linked Request, so the user cannot be updated through the quick picker.

Clicking into the User field should reliably load a searchable list of users from the linked Request without errors. Users can clear the field, search, and select a user, and the selection saves correctly with the Task updating as expected.

The workload interface has been enhanced, transitioning from a simplified view to a more detailed and user-friendly layout.

Introduction

Nano Search has been enhanced to make it faster and easier to find, filter, and act on your workload. The updated interface introduces a new filter-as-you-type builder, clearer workload categorisation, improved visual indicators for column filters, and streamlined actions from the activity bar. These changes are designed to reduce clicks, improve clarity, and help you respond to calls and tasks more efficiently.

What Nano Search does

The updated Nano Search interface now includes:

• Search bar at the top so you can quickly do a description contains search.

• Filter-as-you-type builder that lets you build criteria as you go and search using contains options for more flexible matching.

• Clear all filter options at the bottom of all search and workload options.

• Core style workload categorisation that aligns the Nano experience with the core workload view, while removing the older tickbox approach.

• Analyst-specific workload views that allow you to select an analyst and see their outstanding workload.

• Grid filtering on the workload grid so you can apply multiple filter criteria for a focused view of items.

• Column filter highlighting so any active column filter is clearly shown in red.

• Activity bar actions replacing the old right-click menu, putting common actions in a consistent, discoverable place.

• Bulk forward and Close by highlighting a number of items to bulk forward or close, based on permissions.

Key benefits

• Faster filtering and searching – Type directly into the new filter-as-you-type builder and use contains-based conditions to quickly narrow down your results.

• Reusable searches – Once you are happy with your filter criteria, you can save the search and reuse it as part of your saved searches, reducing set-up time.

• Consistent experience – The workload categorisation in Nano is now aligned with the core workload style, making it easier to move between views.

• More visible filters – Column filters stand out in red when they are active, making it obvious when the grid is narrowed and preventing confusion about missing items.

• Quicker reset to normal view – Use the Clear all filters option at the bottom of the grid to immediately return to the default view.

• Actions are no longer hidden or require a right click – Common actions such as review, notes, watching, emailing, printing, and OData export are grouped in the activity bar for easier access and bulk operations.

• Bulk forwarding and closure - speeding up analyst actions

Using the filter-as-you-type builder

1. Open Nano Search and locate the filter builder area above or alongside the results grid.

2. Start typing the value you want to filter on (for example, part of a reference, customer name, or status text).

3. Select the appropriate field and condition (such as contains) from the options provided.

4. Add additional criteria as needed. You can continue to type and choose new conditions to refine the results.

5. Review the results in the grid as you build your criteria. The grid updates in line with the filters you apply.

Steps for adding and saving a Nano search

Use these steps to create and save a reusable Nano search:

1. Open Nano Search from your workload area.

2. Use the filter-as-you-type builder and the left-hand filter options (Calls, Tasks, Requests, submission status, etc.) to define your criteria.

3. Apply grid filters by using the column headers in the results grid. Any active column filter will be highlighted in red so you can see it at a glance.

4. Once you are happy with the results, choose the option to save search.

5. Give the saved search a name that clearly describes its purpose (for example, “Escalated calls – this week” or “My suspended tasks”).

6. Save your changes. Your search is now available to reuse from the saved searches area without needing to rebuild the filters.

Managing workload categories

A new option allows on the righthand side of the workload categories allows you uses the same core workload categorisation you are familiar with, without the older tickbox controls.

• View Outstanding Items

• Switch to Suspended Items

• See Escalated Items

Working with column filters

• When you apply a filter directly on a column, the column header will be highlighted in red to indicate that a filter is active.

• Use these visual cues to quickly understand why some items may not be visible in the grid.

• To remove filters, select the Clear all filters option at the bottom of the grid. This immediately returns the view to its default state.

Using the activity bar actions

The actions that were previously available via right-click in the search and workload views are now located in the activity bar on the right-hand side of the screen. This makes actions more visible and consistent across the interface.

From the activity bar you can:

• Select (Review) – Open the selected call or item for detailed review.

• Add note – Attach a note to the selected call for additional context or updates.

• Watch / Unwatch call – Start or stop watching a call so you receive relevant updates.

• Email – Send an email related to the selected call.

• Forward (bulk forward) – Forward multiple calls at once to another queue or team.

• Close (bulk) – Close multiple calls in a single action when your criteria are met.

• Open a print report – Generate a printable view of the current results.

• Copy OData URL – Copy the OData URL for the current search so you can use the data in external reporting tools.

The interface uses legacy fonts, icons, and colour palette, which can feel dated and inconsistent across pages. Light and dark modes apply only to the top bar and navigation, leaving the rest of the application unchanged. There is no dedicated high‑contrast mode, so some screens may not meet WCAG colour‑contrast expectations. The conversation widget’s side panel is limited, and headings on details screens are not consistently clear or scannable. The Nano login splash screen is the legacy design.

We’ve reimagined Nano’s UI, giving it a cleaner design and reorganising key functions into a dynamic action toolbar. This makes navigating and performing actions far more efficient keeping analysts focused on their work, not their tools. Nano continues to share many of the same capabilities as Core, while delivering them in a simplified, analyst-friendly format.

Staying Informed at a glance

From the home screen, analysts can quickly view the latest news both end-user updates and internal items. A new Pin to Top option ensures important notices always stay visible.

Smarter Call Handling

The call screen has been upgraded with a top-bar action panel, placing key actions Assign, Save, Cancel exactly where analysts need them. No more scrolling to the bottom of the page. We’re also introducing the Conversation Widget, mirroring what end users see in the Self-Service Portal. This sleek slide-out panel stays in view wherever you are on the screen. Calls can now also be linked directly from within the screen, making relationship management between calls even easier.

Improved Workload Management

Managing workload in Nano is now more powerful than ever:

• Review

• Watch

• Bulk Forward

• Close

These options are now cleanly presented and only a click away. Analysts will also benefit from Core style workload and outstanding item views, replacing the previous tick-box and filter-based approach.

Lightning-Fast Search

Searching in Nano has been supercharged. Analysts can now build search criteria as they type available across all search areas. It’s fast, accurate, and efficient. And with a single click, you can copy the OData query perfect for use with our new dashboarding tools or any external BI system.

Enhanced Visibility with Breadcrumbs

We have redesigned the breadcrumb trail to make it cleaner, clearer, and more visible, helping analysts always understand exactly where they are within Nano. And other additional enhancements.

Currently, when opening multiple tabs in Nano, the Call, Task, or Request number is displayed before the IPK Status, workflow process, or Task name. However, if the status or template name string is long, the number can still be cut off due to concatenation. A header is now present in the screen, and the number is also included there, but depending on the length of related titles, the reference number may not always remain fully visible in the tab itself.

With this improvement, the reference number (Call, Task, or Request) will consistently appear before the IPK Status, workflow process, or Task name in Nano tabs. The display will ensure that the number remains prominently visible even when long status or template names are present, making it much easier for Users to identify which entity is open. Combined with the header update, this provides clear entity identification and a smoother experience when working with multiple open items.

Improvement: We have added the "Update Closed Tasks/Requests" option to the Email server details screen. Previously, this functionality was only available for enabling or disabling updates for Calls, but not for Requests and Tasks.

When the update checkbox is enabled, a note is added to the Request and Task and the history is updated. When the checkbox is disabled, no note is added, and the history shows no entries.

Extension fields were not sent correctly via the API, therefore couldn't be used in the Webhooks. Adding a custom rich text field to the Call, resetting IIS, and attempting to send the new field via Webhooks results in a QueryException with the error: 'Nullable object must have a value"

The issue is fixed and confirmed as working for various Extension field types (i.e. Text area fields, True/False dropdown, Dates, etc.)

It doesn't seem possible to run hidden rules based on blank/null dates.

Hidden rules no longer trigger for Null / NOT Null date fields rules.

The Null/Not null checks on date fields are working as expected in ASM Core, Self Service Portal and Nano interface.

When objects were removed from Calls, the system ignored the "history private" setting. As a result, customers could see the entry for deleted objects in the portal history, even when history privacy was enabled. This occurred regardless of whether the attachment was originally visible to the portal or not.

When removing attachments from Calls, the system now properly respects the "History Private" setting, ensuring that only records originally marked as visible to the will show portal removal in their portal history the. If an attachment was not meant to be visible on the portal, its deletion longer will no be displayed to customers, maintaining privacy as intended. This change brings the behavior in line with expectations for secure and user appropriate- information sharing.

When viewing matching knowledge base articles in the Call Submission screen, the article opens within a narrow in‑page panel. Wide images and formatted content are constrained by the limited width, which can require excessive scrolling and make articles hard to read and apply.

Clicking a suggested knowledge article opens it in a new window or browser tab with full‑width layout. Content and images display clearly without cramped formatting, while the submission screen remains available in the original window so users can continue their work without losing context.

When you add a note to a forum, the option to tick E-mail Forum is greyed out even though there is an active forum assigned to the Call, e-mail is enabled, and the e-mail option against the members of the forum is ticked in both the Forum and against the Call.

Email Forum checkbox should now be selectable if there is a Forum.

Security: Password Encryption

Password encryption should be enabled by default.

When the password expiration prompt appears, users can bypass it and log in without changing their password by switching to a different language on the screen, which redirects them to the Portal's home page.

Users should now be required to change their expired password before accessing the portal, regardless of language changes.

While logging a call in Core and attaching objects like a document, the eye icon appears, and clicking it opens the PDF (Document) viewer.

Clicking the search in the PDF viewer reveals a search popup that does not fit the screen, causing the match case checkbox to extend beyond the popup.

The number of findings for the searched word is not displayed. Although the Analyst can use the back and forward arrows to navigate through the document with the findings, the total number of matches for the searched term are not visible between the arrows.

The issue is fixed, the PDF viewer is now displayed correctly.

When a request form includes a Single Select Person field filtered by “Org = Logged-in user’s Org OR Org = User field’s Org”, the picker only applies the first condition. It returns people from the logged-in user’s organisation and ignores the selected User field, so valid people from the selected user’s organisation do not appear.

The person picker now honours both filter conditions. It lists people whose organisation matches either the logged-in user’s organisation or the organisation of the User field selected on the form. Results update immediately when the User field changes, ensuring the correct set of people is shown.

When the User details are changed on a Call screen after the Call is saved, the Organisation and Location fields do not automatically update to reflect the new User. These fields remain populated with the values associated with the previous User, which can result in inconsistent or outdated information being displayed and stored. There is no option in Designer to control whether linked fields are automatically updated or cleared when the primary field changes.

A new “Populate Linked Fields” property is available in Designer for Search Fields placed on Call, Request, and Task screens for the User, Service, or Configuration Item.

How it works:

->When enabled:

• • Selecting a value in the Search Field will automatically populate all related system-defined fields, such as Organisation and Location.

  • Clearing the Search Field will also clear all system-defined fields that were auto-populated by that field. This occurs regardless of the current status of Call the, Request, or Task, ensuring data is always consistent and up to date.

->When disabled:

• • The Search Field will not auto-populate any additional fields.

  • Clearing the Search Field only clears its own value—other fields remain unchanged.

System Example-defined relationships:

->User: Selecting a User will auto-populate both the Call Organisation and Call Location fields.

->Service or Configuration Item: Selecting either may auto-populate the User, Call Organisation, and Call Location fields.

All linked fields configured in Designer will update on screen according to this logic.

When logging a call in Nano, pressing Enter while the cursor is in the Assigned To field causes the system to display two overlapping user selection lists and also triggers the quick data (QD) fields unexpectedly. This duplicate behaviour is confusing and makes it harder to quickly assign the call to the correct user.

Pressing Enter in the Assigned To field in Nano now behaves consistently and predictably. The Enter key will only confirm your selection or move you forward in the workflow, without opening duplicate user lists or triggering unrelated QD fields. This streamlines call assignment, reduces visual clutter, and helps you complete call logging more quickly and confidently.

Prevent denial of service by account lockout

We added forgotten password link to the access revoked error message in Portal:

"Click here to regain access" has been added as a system resource so can be changed in Admin.

Profile and Search fields not populated in the Call Search criteria on drilldown from graph.

This is related to AS-4359 and the issue is now fixed.

Improvement

When enabling the "Hide Shopping Cart" option it will prompt the Analyst to warn that any unsubmitted service orders will be deleted.

If the Analyst continues, these service orders will be flagged for deletion and the Core Service will pick these up and delete them (along with the service order items and calls/requests linked to them).

When administrators manage Quick Notes in Core Admin (Menu > Admin > Sys Admin > System > Quick Notes), the grid does not reliably keep each rows content separate. If you add several notes in succession and then return to edit earlier entries, previously saved values can be overwritten or swapped between rows. Because the grid allows you to click between rows while the selected row is still loading, updates may be applied to the wrong Quick Note, causing confusion and extra rework for administrators.

Quick Notes administration has been made more reliable so each entry retains its own content. The grid now waits for the selected row to finish loading before allowing you to move to another row, ensuring edits are always applied to the correct Quick Note. This prevents unintended overwrites when adding or updating multiple notes in a session, so administrators can maintain shared responses quickly and confidently.

When a customer submits a form through the Self Service Portal that includes read‑only dropdown fields, the values shown in those read‑only dropdowns are not saved with the submission. As a result, the information displayed to the customer at the time of submission is not reliably available for review in Core, which can lead to confusion and incomplete records.

Read‑only dropdown values included on portal forms are now saved correctly with each submission. The exact values displayed to the customer at submission time are preserved and visible in Core, ensuring that service teams see a complete, consistent record of the request.

When multiple Analysts edit a knowledge item and select the "Review required" box nearly at the same time, the system currently checks if a notification recipient already exists and—if so—does not send a duplicate email. As a result, only a single notification is sent, and some editors may not be promptly informed that their review action was registered.

The upcoming update removes this limitation, ensuring that every Analyst who marks a knowledge item for review receives a timely notification, even if actions occur simultaneously. This change improves collaboration and clarity, so all contributors stay in the loop, helping teams coordinate reviews more efficiently.

Text area fields on the SSP Submission screens, which have a minimum requirement of 4 characters, still prompt users to fill them in even when the field contains valid data with more than the required characters. This issue occurs when content is copy-pasted from HTML sources.

We removed the option to apply masks on text area fields in the SSP Submission screens from the Screen Designer.

Previously, clicking the print icon either resulted in no response or triggered an application error, which could cause confusion for users expecting to generate a printable version of the change calendar details. In earlier product versions, this icon was not present, and printing was not supported for this view.

With this update, the Print Report button has been removed from the Change Calendar Detail View screen to ensure a smoother, more intuitive experience.

Forms that used the Nano date picker displayed the legacy Nano component. Styling was inconsistent with the portal, and the control could be harder to use.

The Nano date picker has been replaced with the React date picker used in the portal. Users now see a consistent, modern calendar with improved contrast and spacing, full keyboard navigation, clearer screen reader labels, responsive layouts, and more reliable behaviour across browsers. Selecting dates is quicker and easier, providing a smoother, more accessible experience.

When the "Approval User of Own Request" setting is disabled, the system currently prevents the Request Manager from completing approvals on requests they have logged on behalf of another user. For example, if Jonathan West logs a request in Core and sets the User to Chris Kelley, Jonathan is blocked from completing the associated approvals, even though Chris is the actual Requestor/User.

When the "Approval User of Own Request" setting is disabled, only the actual Requestor/User of the request should be prevented from approving their own approvals. Request Managers who log requests on behalf of others (for example, Jonathan West logging a request for Chris Kelley) can now complete the associated approvals as expected, ensuring that administrative users can manage approvals efficiently without being treated as the Requestor.

In the Nano interface, attempting to submit or save a request results in a database error: “Cannot insert NULL into column Risk_Ref.” This occurs even after resetting the screen to default and adding/removing the Risk_Ref field and deadzone. As a result, users are blocked from logging requests in Nano on affected environments.

Request forms in Nano save successfully without requiring Risk_Ref unless it is explicitly configured as mandatory. The system now handles Risk_Ref consistently with Core/Portal: when the field is hidden or optional, a safe default/handling is applied so no null-constraint errors occur. Users can create and update requests without errors, with normal validation and history/audit behavior preserved.

On the Self Service Portal request submission page, if a field made required by a rule (for example, the Person/User field) is left blank and the user clicks Submit, the system throws an error instead of showing a standard validation message. This occurs for both custom Person QD fields and the default User field.

When a required-by-rule field is empty, the form should block submission and display a clear, inline validation message next to the field, highlighting it for completion. No system error should appear; once the field is completed, the request should submit successfully. This applies consistently to all affected QD fields, including the default User field.

A resolution rule is set to look up a person by email ID or friendly name, but when the email event connector processes the email, it fails to resolve the user record or apply the default fallback person, leaving the person fields empty in the logged request.

The email event connector should correctly resolve the user record based on email ID or friendly name, or assign the default fallback person if unresolved, ensuring the person fields are populated in the logged Request.

Currently, ASM does not verify that the person approving a request is the intended recipient of the approval task. As a result, the same user who raised the request can approve it — either via the Approve action or by opening the task in the portal — enabling self‑approval.

A new control prevents self‑approval of requests. When enabled, the system checks the approvers identity and disables or hides approval actions for the request author. Administrators can configure these within the following roles to ensure approvals are completed by the designated approver only, improving governance and audibility.

Add a new setting in the System Admin>Self service portal role>Workflow management> checkbox "Approval User of Own Request"

Add a new setting in the System Admin>Workflow Management security role>checkbox "Approval User of Own Request"

NANO- Risk calculation doesn`t work if enabled using Yes/No radio buttons. Screen designer is inconsistent when changing calculate setting.

The issue is now fixed and the risk calculation works as expected when selecting the risk calculator configuration is set to Yes/No.

In ASM 10.6.8, the rich text editor (Description box) on the Call Details screen appears noticeably smaller than in previous versions. The visible text area is constrained in height and width, and the scrollbar is very short, making longer updates feel cramped. Analysts experience more scrolling and less readable context when reviewing or updating call details.

The Call Details rich text editor has been resized to provide a more comfortable, readable editing area that is consistent with earlier versions and configurable designer settings. Analysts can now view and edit more of the description content at once, with reduced scrolling and clearer visibility of call history and notes, improving day-to-day usability when working on calls.

When creating a new IT Incident in Nano, completing all mandatory fields, and clicking Save, the form reloads and the primary action unexpectedly changes to Take action. Selecting Take action then triggers a security error, preventing the request from being saved or progressed.

Saving an IT Incident in Nano should persist the request without switching the primary action to Take action and should not produce any security errors. After clicking Save, users remain on the request with a clear confirmation that details were saved successfully; the Take action button only appears when an actual workflow action is required.

Saving a Call without making any changes results in a blank entry being added to the history if the "Actions & Solutions" field is not mandatory.

When saving a Call, if there isn't any value in the "Actions & Solutions" field, it will not show the bubble box where the text would normally appear.

When a scheduled call is generated from the "Knowledge Base Next Review Check" template, the assignment defined on the template is not applied. The resulting call is assigned to the wrong Analyst or not assigned as intended. This causes misrouted work, manual reassignments, and delays to review activities.

Scheduled calls created from the "Knowledge Base Next Review Check" template automatically assign to the analyst specified on the template. Assignment is applied consistently for all scheduled/recurring instances without manual intervention, ensuring reviews go to the right owner on time.

Pressing Enter in the “Enter your System” search field triggers a search but does not populate the field when there is exactly one matching item. Results only appear after typing a character, requiring additional steps and slowing form submission.

Pressing Enter performs the search and, when there is exactly one matching item, automatically populates the field with that item. If multiple results exist, suggestions are shown as you type — reducing effort and speeding up submission.

Previously, using the "Search Attached Objects" option in Call Search did not return results. Searches failed to match attachment filenames and did not surface terms contained within supported documents or the attachment description.

Searching with "Search Attached Objects" now returns calls that match attachment filenames and text contained within supported documents, and includes terms from the attachment description.

When Users drag a section without a heading on a submission screen in the Designer, the section is always pinned to the top of the screen. This prevents Users from positioning such sections freely and disrupts expected screen layout behavior.

Sections without a heading in the Designer can now be dragged and positioned anywhere within the submission screen, just like sections with headings. This provides users with greater flexibility and control over screen layouts, ensuring a smoother and more intuitive design experience.

Reopening closed requests is not governed by a dedicated permission. In both Core and Nano, analysts who can access a closed request typically see the Reopen action button and the yellow closed‑request banner link and can use them to reopen the request.

New security role permission: Reopen Requests under Workflow Management> Request Tab. Administrators can grant this permission to specific roles. Only Analysts with the permission will see and be able to use the Reopen action and the yellow closed‑request banner link in both Core and Nano. Analysts without the permission will no longer see these options or be able to reopen requests. This provides tighter access control, reduces accidental reopenings, and supports compliance and governance.

Select=* in the API not populating Extension fields

When request is sent via API to return all fields for a Call, the top 20 Extension fields are included now.

When configuring CMDB item or CI template screens in Designer, the Self Service Portal Display Category field cannot be added to Core screens. Attempting to drag it onto the layout results in an empty, blank placeholder rather than a usable field, so analysts cannot see or manage the portal display category from Core templates.

When configuring CMDB item and CI template screens in Designer, the Self Service Portal Display Category field can be added and used on Core screens as expected. Dragging the field onto the layout places a working control that displays and stores the portal display category, so analysts can consistently manage how items appear in the Self Service Portal directly from Core templates.

Service Action Field not consistent - Read Only/Mandatory Properties. When a Call is logged via the SSP (Service action), the Analyst that takes action is unable to update the Service action field if the User has selected the wrong one. This doesn't happen when a Call is logged via Core.

Changing the Service action is now supported via Core when logging a Call or Request using the Service catalog. The Service Action field now supports filter rules.

We have introduced Introduce a new Service Catalog widget that presents Service Actions and Bundles in a clear, modern layout for faster discovery. Users can quickly scan available options and navigate with consistent context (including search and breadcrumbing on the Browse Catalog page), reducing clicks and confusion. This delivers a simpler, more intuitive request experience and lays the groundwork for future mini‑cart capabilities.

!You will need to configure the images for the new service catalogue widget once you take this release.

Service Portal Display Categories in Admin:

Build a Card Widget for the Service Catalog

This guide explains how to create a card-based widget for the Self Service Portal (SSP). It includes a ready-to-use configuration example for the Catalog widget that renders large, image-first “cards” — matching the end result shown in the screenshots.

What you will build

A responsive grid of category cards. Each card shows:

• Image (category thumbnail)

• Title (category name)

• Optional description

• Click-through to the selected catalog category

• Optional ability to hide child categories

Prerequisites

• Admin access

• A set of catalog display categories (Admin > Self Service > Display Categories)

• One square image per category (recommend 512×512 PNG/SVG)

Steps

1. Go to Admin > CMDB > Display Categories.

2. Create or update the categories you want to expose (e.g., Networking, Business Systems, Communications, etc.).

3. For each category:

   • Click Upload Image and add a 1:1 image (PNG/SVG, 512×512 recommended).

   • Optionally add a Description (short, sentence case; max ~120 chars for optimum layout).

   • Use Move Up/Move Down to set visual order. The A–Z button alphabetizes if needed.

   • Use Hide Children if clicking the card should land on the category page without listing its children.

4. Save. This data is what the widget reads for name, image, description, and hide‑children behavior.

Tips

• Use clear iconography that communicates the category at a glance.

Attachments and case notes are not synchronised, and field alignment is limited.

Introduction

The ServiceNow connector for Alemba Service Manager (ASM) provides a robust, real‑time integration between ASM and ServiceNow. It is designed for organisations that need to coordinate IT service delivery across multiple service desks, eliminating manual re‑keying and ensuring that both teams work from the same, up‑to‑date information.

By leveraging webhooks, REST API’s and Integration rules, the connector synchronises key ITSM records including incidents, problems, events, requests, tasks, notes, and attachments between ASM and ServiceNow. This helps you deliver a seamless experience to end users while reducing operational overhead.

What the connector does

The ServiceNow connector enables a unified, bi‑directional data exchange between ASM and ServiceNow.

At a high level, it:

• Synchronises core ITSM records

  • Incidents

  • Problems

  • Events

  • Requests

  • Associated workflow tasks

• Keeps conversations aligned

• Synchronises ServiceNow Case Notes and ASM work notes

• Ensures both sides see the full history of communication and updates

• Shares supporting information

• Transfers attachments between ASM and ServiceNow

• Preserves context such as screenshots, logs, and documents

• Provides configurable field mapping

• Map fields such as priority, status, category, work notes, and attachment

• Control which data is shared and how it is represented in each system

• Operates in near real time

• Uses REST API calls to keep records in sync as they are created and updated

Reduces delays and the risk of conflicting information across teams

Key benefits

• Unified service delivery

• Single source of truth, Both ASM and ServiceNow hold consistent information about shared tickets, problems, and events. Teams can work in their preferred tool without losing visibility.

• Increased efficiency and reduced manual work

• Analysts no longer need to manually copy records or updates between ASM and ServiceNow.

• Faster hand‑offs

• Lower risk of human error

• Administrators decide which fields are synchronised and how they align across systems, ensuring the integration matches local processes

• You can limit synchronisation to specific record types, queues, or conditions (for example, by category or assignment group) to match your integration use cases.

Prerequisites

Before you deploy the ServiceNow connector, ensure the following prerequisites are met:

Alemba Service Manager

• Supported ASM version (ASM Hermes 10.2025.Q4 or later – confirm with your release documentation).

• Appropriate ASM API access enabled and configured.

• Service account or integration user for API access with sufficient permissions to:

  • Read and update incidents, problems, events, requests, tasks

  • Read and write notes (work notes/case notes)

  • Read and attach files where needed

ServiceNow

• Supported ServiceNow version (as per your internal compatibility matrix).

• Service account for integration with permissions to:

  • Read and update Incidents (and any other ITSM tables in scope)

  • Access comments / work notes

  • Handle attachments (read and create)

Azure & Network

• Azure subscription with permissions to:

  • Create and manage Logic Apps

  • Configure API connections and secrets

• Network connectivity between:

  • Azure Logic Apps and ASM

  • Azure Logic Apps and ServiceNow

  • Any required firewall rules, IP allow lists or VPN configurations in place.

Governance and Design

• Agreed scope of integration (which record types, directions of sync, and conditions).

• Defined field mapping between ASM and ServiceNow fields (e.g., status, priority, category).

• Agreed ownership rules (who is primary owner at different lifecycle stages, which system is source of truth for each field).

High‑level approach

Trigger

• A record is created or updated in ASM or ServiceNow.

• This change is detected via polling, Webhooks, or Integration Rules.

Service Now Connector

• Receives the event.

• It evaluates rules (e.g., record type, status, assignment group) to determine whether to synchronise.

• It transforms data between ASM and ServiceNow field formats using the configured mapping.

API calls

• The Service Now Connector calls the target system’s REST API to create or update the counterpart record.

• Notes and attachments are transferred as required.

Response handling

• Responses from the API are processed.

• Errors are logged for troubleshooting.

Customer Success Story

Alemba & Barts NHS: Real-Time ServiceNow Integration Demo

Visual bug in Service Window - If an SLA escalation breach has occurred, the timer will continue to display as counting down even after the clock is stopped. This is only a visual bug but confuses Analysts as it appears the call has breached, until they remove the suspension and the SLA is recalculated.This is leading Analysts to think their tickets have breached when they haven't. This only occurs on Suspended tickets that have an escalation level breach. If no breaches have occurred, the SLA is removed from the Service Window when the clock is stopped.

Now, when there are escalations, the Clock Stopped is displayed but Resolve remaining time does not show:

Log in to Core and open calls outstanding. Delete the asm-session-info cookie using the developer tools . Refresh calls outstanding using the toolbar button . An error is displayed in the developer tools:

A warning is written to the windows event log on the server "No SessionID was provided to transaction".

On clearing the session ID and on reloading ASM - session error pop up should be shown OR the analyst should be logged out. No other errors should be seen.

SSP widgets break on the homepage when displaying three or more bulletins, specifically when the bulletin item count is changed from two to three or more in the Designer.

The issue is now fixed and the widgets display correctly.

Setting a Call to repeat "Yearly" displays the frequency as "Don't repeat" in the Search screens.

When setting the frequency of a scheduled call to "Yearly", the frequency column of the grid now displays "Yearly" for that Call.

Currently, in the NANO interface on both Nano and Mobile views, users do not see the "Settings" and "My Account" options in the main menu. This means Users are unable to access or update their personal account information or configure system preferences directly from these environments.

Users will see both "Settings" and "My Account" options clearly visible in the NANO menu on Nano and Mobile views. This allows convenient access to personal settings and account information, ensuring a consistent and user-friendly experience across all platforms.

When analysts or end users paste rich text content into a description field that already contains Shift+Enter line breaks, the lower part of the screen can disappear. This affects call and service request submission/update forms in Core, where buttons and additional fields below the main text area may no longer be visible, forcing users to refresh or restart the action. The issue is more likely when copying large blocks of formatted content (especially from applications like Word or email), and is intermittent when copying from PDFs.

Pasting content into description fields that contain Shift+Enter line breaks will no longer break the layout or hide controls. Call and service request forms in Core and the Self Service Portal will keep all fields and buttons visible after pasting, regardless of the source of the copied text (including Word, email, or PDF). Users can safely capture detailed, formatted information without disrupting the page layout or having to re-open or refresh the form.

Skin Designer - Extra Skin Colours & Fonts

With this release, we’re making the Skin Designer even more powerful and flexible—so you can align the Self-Service Portal fully with your brand guidelines, without needing any code.

You’ll now be able to:

->Adjust accent line colours directly in the GUI, whether it’s rollover lines, widget surrounds, table rollover highlights, or text field accents.

->Change the font size for Global Links, giving you more control over portal styling.

->Configure button colours—so actions like Approve and Reject can default to green and red, or be customised to match your brand.

All of these options are now available directly in the Skin Designer using familiar colour pickers and font controls—removing the need for CSS edits and making it a true no-code experience.

When analysts edit SLA rules using the Rules Builder, the underlying XML definition can become corrupted when the rule set is saved. This may result in errors when reopening rules, unexpected behaviour when evaluating SLAs, or the need for manual intervention to repair or recreate the affected configuration.

Saving SLA rules in the Rules Builder now preserves a clean and valid XML configuration every time. SLA definitions can be edited and saved without corruption, and rules load and execute reliably so that response and resolution targets are applied consistently across calls and requests.

When loading pages in ASM Core or the Self Service Portal, customers with large configurations (for example, many fields and data-grid widgets) experience noticeably slow page loads. In some cases, pages feel unresponsive while the system processes all configured widgets and field event handlers before the screen is ready to use.

Page loading performance in ASM Core and the Self Service Portal has been optimised so that screens with many fields and data-grid widgets load more quickly and consistently. Users can navigate between pages and start working sooner, with less waiting time and a smoother experience even in heavily configured environments.

When the type field is set as mandatory on the SSP submission screen, the drop-down menu displays cut-off or squished values, making it difficult for Users to view and select the correct option. This impacts the clarity and usability of the form for all Users.

Drop-down fields on the SSP submission screen now display all available options clearly and in full, regardless of whether the field is mandatory. Users can easily see and select the correct value, enabling a smoother and more intuitive submission process.

When users attempt to sign in to Nano using single sign-on (SSO) in a multi-language (ML) configuration, the authentication flow can fail or redirect incorrectly, preventing Nano from loading as expected. This occurs because the legacy redirect through the language folder interferes with the integrated security setup used by customers such as PPG.

Signing in to Nano with SSO in multi-language (ML) environments now works reliably with integrated security. The obsolete redirect through the language folder has been removed so users are taken directly into Nano after SSO, with behavior aligned to Core and the Self Service Portal and without additional login prompts.

The API Connector page currently uses inconsistent styling across layout elements, text, and controls. This results in a fragmented look and feel, where fonts, spacing, and visual hierarchy do not fully align with the rest of the ASM interface. As a result, users may find the page harder to scan, and it can feel less polished compared to other parts of the product.

The API Connector page will be updated to use a consistent, modern styling that aligns with the wider ASM UI. Layout, typography, and control styling will be standardised to improve readability and visual hierarchy, making it easier for users to understand configuration options at a glance. This creates a more polished, professional experience and helps users work more confidently and efficiently with API integrations.

On the Self-Service Portal, the styling for the Suggested Knowledge component — specifically the header colour and the hover/rollover colour — cannot be configured through the UI. Updates typically require custom CSS or developer intervention. This slows brand alignment, creates inconsistency between deployments, and depends on technical resources for simple colour changes.

Admins can set both the Suggested Knowledge Header colour and the Hover-over colour directly in ASM Skin Designer > List Widgets> H1 Background Colour using the standard colour picker. Changes are applied immediately across the portal, saved with the selected skin, and require no code. This makes brand theming faster and more consistent while supporting accessible colour choices.

Improvement- Support Call, Task, Request history search via API

New API endpoint to get the history of all Calls, Requests or Tasks:

api/v2/{entity}/history

New action type can be viewed in the API explorer:

The permissions will be based on existing IPK or Workflow Roles.

An optional query string parameter was added to include system actions. This will be named showSystemActions.

The new API will not return private history entries for portal sessions.

Currently, a SOAP-only environment cannot be provisioned automatically. The SOAP API depends on the main core web service, so administrators must manually configure a separate website, application pool, registry settings, and HTTP bindings if they want a dedicated SOAP system. This makes SOAP-only deployments slower, more error-prone, and harder to standardize across environments.

A new installation script, Add-SoapSystem.ps1, is now available under service manager\install to create SOAP-only systems quickly and consistently. By providing the parent system name and the SOAP system name, the script copies the relevant registry data, updates configuration values, and automatically creates the website, application pool, and HTTP bindings. This ensures the SOAP API is accessible via a dedicated system with minimal manual setup, improving reliability and reducing deployment time for integration-only or non-UI environments.

Currently, connector file relationships have to be created and maintained manually in the UI. There is no option to upload a CSV file to bulk link connector files, so administrators must search for and select each file individually. This makes setting up or updating large integrations slow, repetitive, and more prone to mistakes.

You will be able to upload a CSV file that defines the links between your connector files. The system will validate the file, clearly flag any issues, and automatically create or update the links in bulk. This streamlines connector configuration, reduces manual effort, and helps keep complex integrations accurate and up to date.

When suspending an active Task using the "Suspend" checkbox, the active Task is getting listed both in Outstanding and Suspended Views in Workload. The issue is not reproducible when using the "Suspend Request" checkbox, in this situation, the Task will only be displayed under Suspended View in Workload.

The issue is now resolved. When a Task is suspended by using the "Suspend" checkbox, the item will only be displayed under the Suspended View in Workload.

The System Task Information section briefly flashes on the screen as it loads, displaying the content momentarily before disappearing completely. This happens when tables are marked as hidden.

The issue is now fixed.

Tab click doesn't work first time when RTE is focused. When you scroll to the bottom of the screen and place your cursor in the text box, you must click on "Actions and Solutions" twice for the focus to shift, which only occurs when the scroll bar is at the lowest position and the text box is clicked.

When scrolling to the bottom of the screen and placing the cursor in the text box, a single click on "Actions and Solutions" will immediately shift the focus without requiring a second click, regardless of the scroll bar position.

Tabs don't load correctly when cloning to Knowledge Article on the Incident logging form (<> Symbol appears and you have to press <> to get the Actions and Solutions). This is an intermittent issue that happens when doing other combination of buttons, not just when cloning to Knowledge Article.

The issue is now fixed.

When opening 4-6 Calls in the "Call Outstanding" section in review mode at the same time, only the last call displays the Actions and Solutions panel correctly, while the headings for all other Calls only appear after clicking the arrows.

The issue is now fixed and tabs render correctly if loaded while hidden, resulting in displaying the Actions and Solutions panel correctly.

When a workflow template is cloned, the dependency diagram from the source template is not copied across. The cloned template opens with the dependency diagram in a read-only state and new tasks cannot be added until the template is first saved and reopened. Even after reopening, the original tasks and their dependencies from the source template are never cloned.

Cloning a workflow template should fully replicate the source template, including all tasks and their dependencies into the new template. The dependency diagram in the clone should be immediately editable so Users can add, modify, or remove tasks without needing to save and reopen first. Behavior should be consistent and reliable across supported versions.

There was an issue where Tasks Outstanding was showing inactive Tasks when they were suspended. This was happening when the Request was suspended from another active Task in the workflow.

The issue is now fixed, inactive Tasks are no longer shown in the Task Outstanding view.

When sending a test message (email/call/request) that includes followers, any error raised while adding followers to the email causes the whole operation to fail. The message is not sent, and there is no graceful handling of the failure, so users experience broken or unreliable email sending when followers are included.

Sending test messages that include followers now completes reliably. The followers-handling logic has been hardened so that any issues encountered while adding followers are caught and handled without breaking the overall email operation, ensuring that test messages, calls, and requests are sent as expected.

Currently, when using the Request or Task search, the text search functionality does not return results from the description, title, or history fields. Users are unable to locate specific Requests or Tasks by searching for key information such as names or details, even though this works for Calls.

The Request and Task search will support searching the description, title, and history fields, just as with Calls. Users will be able to find all relevant Requests or Tasks by entering keywords from any of these fields, improving efficiency and reducing duplicated work.

The date picker pushes the Today button off the bottom of the window.

The issue is now fixed.

Previously, when adding items from Single Search fields (such as User, CI, or Service) within the IPK Workflow Rules setup, the “Rules” section on the left would not update dynamically to show which specific item was currently selected. Instead, it often displayed only the last item added for that field type, which could make it difficult to distinguish between similar items and review your current selections—particularly when working with narrow value bars that could not be expanded. In contrast, rules for standard dropdown fields, such as Priority, would update as expected.

With this update, the “Rules” section now dynamically reflects your current selection for Single Search fields. This enhancement provides immediate visual feedback, making it easier to identify which items have been added to your rules and reducing confusion when configuring complex workflows.

When saving the workflow diagram, the screen does not refresh, giving no visual indication that the workflow has been saved.

The screen should refresh or display a confirmation, providing clear feedback that the workflow diagram has been successfully saved.

Despite email truncation being configured, incoming customer emails and agent replies retain the full message history. Previous thread content is not stripped, so replies include the entire conversation below the new message. This makes conversations harder to scan and increases scrolling and noise.

When email truncation is enabled, the system detects the configured delimiter and removes prior message history. Incoming messages store only the new content; outbound replies include only the agent’s latest response above the delimiter. Threads are concise and focused on the most recent exchange.

When an User attempts to delete a cloned ASM v10 skin using the skin designer (Menu > Admin > Designer > Skins), the process appears to proceed as expected; however, the skin is not actually removed from the system after confirming the deletion. This leads to confusion, as the deleted skin remains selectable in the dropdown list and cannot be fully removed.

Cloned ASM v10 skins can be deleted directly within the skin designer. After confirming deletion, the selected skin is immediately and permanently removed from the dropdown list and the system, ensuring administrators can efficiently manage and clean up unused or test skins.

On the Task Forwards screen, when the "Multiple Recipients" option is selected, attempting to delete a multiple highlighted recipients from the Recipients List does not work after deleting the first one. Only one deletion is allowed at a time. To delete additional items, you must return to the Main screen and then navigate back to the Forward Task Internally screen.

Deleting multiple groups or recipients should be possible in a single session on the Forward Task Internally screen without additional navigation.

When a knowledge article is displayed on the Self Service Portal, the "This was useful" and "Solved..." feedback buttons remain visible even if they are configured as hidden in the Designer. Setting the Hide property to Yes on the KA portal screen does not persist – when the screen is re-opened, the Hide value has reverted to No and the buttons continue to be shown to end users.

When a knowledge article is shown on the Self Service Portal, the "This was useful" and "Solved..." buttons now correctly respect the Hide setting configured in the Designer. If you set the Hide property for these buttons to Yes on the KA portal screen and save the screen, the setting is retained and the buttons are no longer displayed to end users, ensuring a consistent and controllable feedback experience.

Unchecked Email Recipients still receive Messaging Task notifications. The checkbox should control if the email will be sent/not sent (when unticked) to the Recipients.

The issue has now been fixed and unchecked Email Recipients will not receive Messaging Task notifications.

There have been instances where Unsubmitted Calls appear in the Submitted Search, either through the General Search or the Calls Outstanding view. This issue may be related to scenarios where a blank Request submission form, containing required fields, can be submitted in the Portal (e.g., during shopping cart processing).

When managing the Shopping cart on the SSP, if any of the orders are incomplete, then the shopping cart will be re-displayed. The entire Order will be submitted only if all of the forms have been completed.

Unsubmitted calls are no longer visible in 'Submitted' Call Search.

Update Remove Stored Procedures

Changes have been applied to the following Store Procedures, to improve their performance as part of the new purge service to be released in the Hermes December MR:

REMOVEASSET
REMOVECALL
REMOVEKNOWLEDGE
REMOVELOCATION
REMOVEPERSON

Updating ElapsedMinutes via API doubles up the Time spent value. When a Call gets updated via API with the Action's ElapsedMinutes, the Time Spent gets doubled up, e.g when sending 2 minutes Time spent on the Call, the Time spent shows 4 minutes.

Updating the Elapse time through API works as expected and the Time Spent is calculated correctly.

When Populate Linked Fields is enabled for the user, service, and CI fields, selecting a user correctly auto-populates the call’s location, organization, and linked user fields. Removing the user clears these values as expected. When a service with its own linked user, location, and organization is selected, those values are also correctly copied to the call.

However, when a CI with linked user, location, and organization is then selected, the service-linked values are overwritten by the CI-linked values. In the Core UI, the user field still appears to show the original (service) user, but the underlying link actually points to the CI user. In Nano, the UI shows the CI-linked user directly. This mismatch makes it unclear which user is truly associated to the call and can lead to incorrect user details being followed from the call screen.

Linked user, location, and organization fields are now updated consistently when using Populate Linked Fields for user, service, and CI. When a service and a CI are selected, the call always reflects the correct, final set of linked values and the user link now opens the same user that is displayed on the call. This aligns the behavior between Core and Nano, removing confusion about which user is actually associated to the call and ensuring that downstream actions (such as opening the user record) always use accurate data.

Using a percentage sign in Searches breaks the Self Service Portal menus.

Please note that the fix was to prevent the global search to break the portal. The wildcard will not return all possible searches as it is not currently supported by the global search stored procedure.

Users have experienced their view/search column filters intermittently resetting to default settings throughout the day. This issue causes users to reapply their preferred filters and color highlights frequently, disrupting workflow and increasing frustration. In some cases, these resets occur randomly, impacting all team members and occasionally contributing to browser session crashes.

View/search column filters and color highlights will remain persistent for the current session, but not across sessions and page reloads. Only the Saved search screens will retain filters.

In Core Admin, selecting a quick solution intermittently fails to display the associated mappings in the grid. Single vs. double click has no reliable effect; only double‑clicking just before the Type column forces the UI to refresh and show the mappings. The mappings are applied correctly to the call itself — the issue is limited to the admin view/grid rendering, causing confusion and extra steps for administrators.

Selecting a quick solution immediately and consistently displays all associated mappings in the admin grid with no extra clicks or click‑location workarounds. The UI refreshes deterministically on selection, providing clear visual confirmation that mappings are applied across all quick solutions.

When creating a new Workflow template by cloning an existing one and then removing Tasks that are no longer needed, any Requests that are created include all the original Tasks.

The prompts to delete the links are now working properly.

In the Template Designer, newly added HTML fields can lose all visible content as soon as they receive focus (are clicked). Reloading the template restores the text unless the template is saved after the field clears. In some templates, HTML fields intermittently cannot be edited (copy, delete, or modify), creating a high risk of accidental data loss and rework.

HTML fields in the Template Designer maintain their content when clicked or focused, remain fully editable (copy, delete, modify), and never clear unexpectedly. Template authors can reliably compose, edit, and save content without losing work.

When logging a ticket via the SSP using the Risk_ref field Calculated values is showing the correct value in ASM Core, but not in the Nano interface.

The issue is now fixed and the calculated values are showing correctly in the Nano interface for Requests, as long as the existing default field is used.

When logging a ticket via the SSP using the Risk_ref field Calculated values is showing the correct value in ASM Core, but not in the Nano interface.

The issue is now fixed and the calculated values are showing correctly in the Nano interface for Requests, as long as the existing default field is used.

When trying to add a custom colour to level 3 SLA alert level , the screen window cuts off the apply button and the Analyst is not able to apply the colour.

The issue is now fixed, the column colour picker works as expected.

In the Self Service Portal tables (Search Results > Approval Summary (Open)), the “Request No > Title” column only shows values for requests in the IT partition. Titles for requests in other partitions (e.g., Contract Services, Mobiles, HR) appear blank. This occurs because FieldSecurity in InfraCoreEntity.vb only checks the default partition or any partition specified in the query string, rather than considering the user’s broader viewing context. In the portal a user is limited to a single partition, while in ASM an analyst can belong to multiple partitions, leading to mismatches where titles are hidden. Additionally, table column labels/titles sometimes displayed a stray “ & ” prefix due to the labels being HTML-encoded when saving table settings in Admin XML.

When the “Display results from All Partitions” setting is enabled, the system allows fields (including request titles) to display from all relevant partitions, not just the default or query-string partition. This brings the portal results in line with analyst views in ASM and ensures titles are visible across partitions where permitted. Also fixed column label encoding so stray “& ” is no longer added to table labels/titles.

When adding a widget to the Designer and then resize the widget, the background colour disappears.

In the Designer, widgets will be styled with a background image to provide visual clarity, rather than appearing as a plain grey placeholder.

SSP widgets break on the homepage when displaying three or more bulletins, specifically when the bulletin item count is changed from two to three or more in the Designer.

The issue is now fixed and the widgets display correctly.