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.

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

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 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.

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.

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.

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.

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.

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.

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.

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).

"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.

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.

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.

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.)

All widgets fail to render if one breaks.

The issue is now fixed.

When setting a Unique field and cloning the item it allows setting the same value in the unique field and the item can be saved.

The issue is now fixed. the Screen validation on the cloned item and a unique value needs to be inserted.

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.

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.

Upload/download resx appearing in Language Admin.

Download Resx and Upload Resx buttons are not visible anymore.

Rapid fail protection is used by IIS to manage load balanced systems.

If a number of unhandled exceptions occur within a specific time frame IIS will stop the app pool. A load balancer could then redirect traffic to another server. We don't normally have a load balancer and ASM can normally recover from these exceptions by itself.

We will disable rapid fail protection in the settings for all ASM app pools by default. Rapid fail protection disabled on all app pools during installation.

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.

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:

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.

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.

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.

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.

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.

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"

Webhook polling not always running on B2 series server. The new service Infra.Services.Integration is configured to run three subprocesses: Webhook polling , Chatbot polling , Knowledge export polling

It is also configured to run up to one process per available CPU Core.

The intention was for sub processes to run only when others were not running but in reality on a 2 CPU core system only two of the processes ever run.

The issue is fixed, all three sub processes are running.

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.

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.

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.

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.

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.

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.

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.

Running ASM and its services under service account (AD) seems to be creating a tmp file every few minutes of every day.

The issue is now resolved.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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

The issue is now fixed.

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.

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.

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.

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.

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

The issue is now fixed.

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.

Security: Password Encryption

Password encryption should be enabled by default.

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:

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.

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.

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.

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.

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 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.

File uploads fail with Anti CSRF.

The issue is fixed.

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.

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.

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.

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.

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.

Security: Enabling Content Sniffing

To ensure that files are interpreted strictly according to their defined content type.

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.