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.

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 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.

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.

Naga is testing the improvements 06.10.2025- she logged 2 bugs-check

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 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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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, leading to inconsistent workflows between the Core and Nano interfaces. 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 in both Core and Nano interfaces. 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. Icons will be consistent across both interfaces, and analysts will not need to take ownership of the entity to use these features, streamlining communication and improving usability for all users.

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.

Bulk forward screen not working in 10.6.8.14837 .

The issue is now fixed.

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).

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.

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.

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

The issue is now fixed.

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.

"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.

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"

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.

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.

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

The updated interface now includes:

->Search functionality: The search bar is placed at the top, allowing users to quickly locate specific items by typing keywords.

->Filter Options: A variety of checkboxes for filtering workload items such as Calls, Tasks, Requests, and submission status is present in the left-hand side panel, making it easier to manage and categorize items.

->Workload Categories: The left panel introduces detailed workload categorization, such as "Outstanding Items," "Suspended Items," and "Escalated Items," providing a clear breakdown of items.

->Analyst-Specific Workload: The workload for a specific Analyst can now be viewed, with the option to select and Analyst and see their outstanding workload.

->Grid-filtering: The updated workload Interface now supports grid filtering. Users can apply multiple filter criteria to the grid, enabling a more focused view of items based on specific conditions. This feature allows for precise control over which items are displayed, improving the ease of managing large volumes of data.

->Option to copy OData URL, Call Forums, Bulk updates, Watch Calls, etc.

New interface:

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

File upload whitelist

An optional whitelist to limit all file upload source was added.

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:

Currently, designer elements lack clear visual differentiation, making it harder for users to quickly identify, select, or focus on specific components. Elements do not have consistent colour coding, focused or selected states, and the clickable area can be too small, affecting usability. This can cause confusion and increase the chance of mis-clicks or missed selections.

Designer elements are now colour coded according to type, with a minimum height set for each element to make mouse selection easier. Clear focused and selected states provide immediate visual feedback, reducing mis-clicks and making navigation more intuitive. This update streamlines the design process and helps users work more efficiently across the interface.

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.

Currently, the Matching Calls feature only returns calls with an exact match to the description text entered. Similar or related terms, as well as partial matches (such as "printing" or "printed" when searching for "print"), are not included in the results. This limits the usefulness of the matching panel, as users may overlook relevant calls unless their descriptions are identical to the search term.

The Matching Calls panel will display a prioritized list of results, with exact matches shown first, followed by the most relevant matches, and then the least relevant ones. When searching by description, users will see both exact and related results (such as "printing," "printed," etc.), ensuring that all contextually similar calls are surfaced and ordered by relevance. This improvement helps users quickly identify and review all potentially related calls, enhancing search accuracy and efficiency.

In 10.6.9.12648 build, the matching calls lists only the perfect/exact match of the description and NOT the most relevant/least ones. CHECK AGAIN

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.

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.

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.

New settings being added to ASM Core to allow administrators to control the tab behaviour for Outstanding Screens and Search Screens seperately:

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.

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.

Services tend to be imported using connectors, e.g. through the CSV Connector.

In the integration platform, in the Template of the service you import, in order to define the links, include the type tiers and then on the import, it will update the links (if the Limit Type Tiers setting on the Service Linking is enabled). The types tiers will be then found in the Limit Type to Service tab in the Service details page.

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.

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.

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.

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.

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.