The Search Criteria available for My Items in the Portal was restricted to only allow for:

• Open

• Resolved< 1 Week

• Resolved <4 Weeks

• Resolved

To allow End Users to specify a Date Range - Resolved in Period as an additional option in the same way you can do this on the Call and Request Search Criteria:

When Deep Linking to categories in the Service Catalog in Self Service Portal, the images are not being displayed to all users.

Images are now visible when navigating to the Service Catalog from a Deep Link URL.

Viewing specific Groups Calls is not available in Nano.

Adding the ability for an Analyst in Nano to see their Groups Calls as an option in the Calls Outstanding Screen.

Current Analyst, Current Group and Assigned Group fields where not always correctly updating to reflect the latest assignment in Nano when displayed on the Call Details screen.

Current Analyst, Current Group and Assigned Group fields now correctly reflect the latest assignment changes.

The Conversation History widget was only available within the Self Service Portal.

The Conversation History is now available to be added to the Details Screens in Nano so that Analysts can can more clearly see the interaction between Analysts and End Users and also Add Notes and Attachments to items.

https://alemba.com/releases/asm-10-6-hermes#conversation-history-self-service-portal

Analyst Sessions were not always being cleared in a timely manner and it would then appear that some Analysts were logged into ASM when they were not.

On Logout ASM now correctly clears the session cookie to ensure licences are released in a timely manner.

Nano Analysts were unable to easily view their Group's Requests and Tasks in the Request Outstanding or Task Outstanding screens.

Adding the ability for an Analyst in Nano to see their Groups Calls as an option in the Calls Outstanding Screen.

If Nano was configured to not close the Call Details screen on pressing the Save Button, the Call would be left in a Read Only state.

The Nano Call Details screen is now editable upon Save, if configured to not Close the Call Details screen upon pressing Save button.

The Search Field Scrollbar on Search Fields in Nano was too thin and was not easily differentiated from the rest of the control.

The scroll bar is now lighter in colour and wider and is more clearly seen by Analysts in Nano.

Service Action Ref field is set to be read-only by default when added to ASM screens via the Screen Designer..

Screen Designer logic has been amended to allow the Service Action Ref field to be set to be editable and allow for Field Level Filters to be set if required.

On logging out of Nano, an Analyst would lose their previously set options for Search and Outstanding screens.

Configured Options on Search and Outstanding screens are now retained. On Exit the current selection will be retained for when the Analyst next logs into Nano

The Current Analyst of the Task was receiving the email notifications when Tasks are forwarded to another group or analyst.

The assigned analyst or group will now receive the email notification.

The Request Description field in Nano had an erroneous comma displayed.

The Request Description field now displays as per the Workflow Template.

Assigned To field in Nano would display entries based on Ref Number when using the wildcard.

Assigned To field in Nano now displays Analysts and Groups alphabetically.

The Visible in Portal flag was not able to be set in Nano by an Analyst after it had been attached to an item.

Attachments in Nano can now be changed without the need to delete/re upload by changing the Visible in Portal flag in the Attachments section.

The RV_TIMESHEET_OFFICER Report View in the database was not filtering the same history entries as Core.

The Report View now correctly reflects the information displayed within the Core Timesheets.

When copying a User Approval Task screen in Screen Designer from a Core Screen to a Nano Screen an error was being thrown and the screen was not being copied correctly.

User Approval Task screens are now being copied from Core to Nano correctly.

If an SLAAgreement was configured to require an Analyst to specify a text based Reason when the SLA Clock was stopped (Call Status change or on Suspension) there was not a way to do this in Nano.

A New Nano Setting in System Administration > Nano has been added to allow Analysts in Nano to enter a Reason if one has been configured on the SLA Agreement:

Analysts will now see the following pop-up in Nano

Dashboard Platform Date Ranges and Card Widgets were not displaying correctly when Dashboards where displayed in Nano.

Embedded dashboards in Nano now correctly display Date Ranges and Card widgets.

An error would be displayed when pressing the Cancel button on a task in Nano when the Keep Screen Open on Save option is configured.

The screen is now closed as expected without an error when pressing the Cancel button on a task in Nano when the Keep Screen Open on Save option is configured.

In Core when entering a User, if they have an Organization or Location entered on their Person Record, this would auto populate on the Call Details Screen if the Call Location or Call Organization fields where present. This did not happen in Nano.

The behaviour has been changed so that if Call Location or Call Organization fields are visible on the Call Details screen in Nano that they will automatically be populated.

Webhooks were previously only able to be configurred for Standard Tasks

The Webhook Configuration screen has been amended to allow the Analyst to be able to specify the Task Type and to drill down to specific sub types if configured to allow all Task Types to be defined as a Webhook trigger:

Pinning a specific Knowledge Article as one of the Tabs that reopens when an Analyst logs into ASM was resulting in the Knowledge Article not being displayed properly.

Pinning a specific Knowledge Article as one of the Tabs that reopens when an Analyst logs in now returns the correct Knowledge Article details in review mode.

After exporting a set of results to Excel column filters are not able to be modified or cleared.

The Filters can now be modified or cleared after a set of results have been exported to Excel.

Searching for values containing hyphens using the Search Text field in the Search Criteria Panels in Core was not returning any valid results.

When searching for values containing a hyphen within the Search Text Search Criteria, the expected matching results are now returned in the Search Results.

Inline Images in HTML was not bein sent via the Webhooks.

Inline Images are now supported when contained within HTML Fields and sent via a Webhook.

Attachments were not supported by ASM Webhooks

New Webhook Events have been added for Upload, Update and Delete of Attachments when configuring a Webhook:

The Alemba API did not support Base64 Attachments.

The Alemba API will now support the upload of Attachments in Base64 Format to simplify the process and support via Logic Apps.

When creating multiple Connectors using the ASM Hermes Connector Builder the ER Type was getting confused and displaying correctly and therefore not allowing different mappings to be configurred.

Each Connector now has a separate cache that allows the correct ER Type to be configurred allowing for different mappings to be set per connector.

Webhooks did not support the creation, updating or deletion of Attachments sent through Webhooks.

New Webhook Events forUpload, Update and Delete:

When using the Alemba API you were unable to return the HTML version of the Abstract, Solution or Additional Information fields.

The Alemba API has been extended to support returning the HTML versions of the Abstract, Solution or Additional Information fields.

Changes made to fields on the Workflow Closure Task where not being saved.

Field changes on the Closure Task are now correctly being saved.

The ability to automatically stop the SLA Clock when a Call's Status was changed is only available to Analysts in Nano.

In ASM Core, the ability to automatically stop the SLA Clock when a Call's Status has changed has been extended to allow Analysts in Core to do this.

Analysts can change a Call's Status (on Forward or Defer Screens) and the Suspended Until option will be automatically selected and the Suspend Time will be set to the number of hours in the future. Stopping the SLA Clock is then handled by the assigned SLA on the Call to stop the clock if configurred.

Administrators can define which Call Statuses automatically Suspend the Call (Essentially setting the Suspended Until checkbox to true). In addition you can also define the Suspend Time (in hours) that the Call will automatically be suspended for.

To automatically stop the clock the assigned SLA for the call needs to be configured to "Automatically Stop Clock on Suspend".

The Call Statuses can be configured in System Administration > IPK Management > Call Status Titles:

For example if you are waiting for a 3rd Party update or a customer response.

The Send Email checkbox on the Call Forward Screen in Core was not being adhered to and an email was being sent irrespective of whether it was being checked or not.

The Send Email checkbox on the Call Forward Screen in Core now only sends an email if it has been checked.

The CSV Linking Connector is currently a manual installation that replaces the existing CSV Connector.

As part of new installations or upgrades the CSV Linking Connector will be installed and made available within the Integration Platform as its own

Upon setting up a schedule to import knowledge using the KB Import utility, the schedule would not run successfully.

The KB Import schedule now successfully imports or updates KB Articles each time the schedule is run.

As part of new installations or upgrades the CSV Linking Connector will be installed and made available within the Integration Platform as its own

The Analyst or Group owning a Call/Request/Task was not receiving any email Note Added notifications or Indicator column updates when notes added from the Conversaion History Widget.

The Analyst or Group is now notified correctly when updates are made in the Conversation History widget in Portal.

Custom Grid Widgets added to Nano Screens in Screen Designer were not correctly applying the configured Filters.

Filters are now correctly applied to the custom Grid Widgets in Nano.

The Assign To field in Nano was expected to retain the Analyst or Group set in the selection.

This is currently working as designed and we will be looking to provide an option to retain the selected value rather than blank the field in a future version.

IPK and WF Search Fields in Nano where not returning an error.

IPK and WF Search Fields in Nano now return the correct data.

Filter Rules where incorrectly stopping at the great-grandparent level instead of the configurred level.

Filters within the Rules Builder now correctly apply when set to the desired filter level.

Clicking the Back Browser button or immediately adding notes via the Conversation Widget in Portal on the Review screens could cause the item to be incorrectly reassigned to the Default group if the item had already been submitted.

Portal Navigation has been changed so that End Users are unable to resubmit an item twice. They will be presented with a warning message.

The Type Tier fields in Portal are displaying Types that have been deleted.

The Type Tier fields in Portal now correctly display only active Types.

The Suspend Time field was not able to be configured to be audited

The Suspend Time field can now be configured to be audited in Screen Designer.

Upgrades can now be built without the need to routinely increment the minor version number allowing fixes requiring screen upgrades or schema changes to not require version changes.

The ability to set a default Suspend Time period for calls that had been configurred to stop the SLA Clock when the Call Status changed in Core was added in ASM Hermes.

In ASM Hermes we added a new feature to allow the SLA Clock to be automatically suspended based on configured Call Statuses. This is now supported through the Alemba API

A Performance change was implemented in ASM Hermes to throttle the creation of tasks so that Submission Forms would be able to be displayed and completed faster from the Portal.

The delay between Workflow Polling is now configurable so that End User testing can be performed in a faster fashion.

Added MinPollingDelayMS registry key to ASM System:

If unset the minimum polling interval will be 60 seconds

If less than 1 second, the interval will be set to 1 second

Adding custom Text Area fields to the Approval Approve/Reject screens in Portal would not display the contents correctly including displaying HTML tags.

Custom Text Area Fields are now displaying the HTML contents correctly.

Custom Request/Task Fields where unable to be mapped from the Create Request Task.

Custom Fields are now able to be mapped from the Create Request Task.

Deleting Tasks in the Workflow Dependency Diagram could cause Multiple Tasks or the remaining Tasks linked to the Task that was to be deleted to also be removed from the Workflow Diagram.

Delete Task now only removes the selected Task.

Removing a Task in the Workflow Dependency Diagram can cause linked Tasks to also be removed.

Analysts are now prompted to remove all links for a Task that is to be removed so that Tasks are not unexpectedly removed:

Global Search in Self Service Portal displays a column showing the SQL Rank Score for the search text which confuses End Users and is not particularly useful information.

This column has now been removed and the remaining Global Search columns resized.

The Alemba API would only support Immediate Closure Method so was unable to be used as expected to Close Calls where Rules or Comments based Closure Method was configurred.

The Alemba API now supports all Closure Methods inc Immediate, Comments and Rules.

Named Analysts can only be logged into 1 Browser Session at a time.

Sessions have been altered to allow Named Analysts to be logged in from more than 1 device or browser at a time.

Searching for a User by Full Name in the CC or BCC Fields in Nano Interface would not find the User.

This has been resolved so that the User is returnerd as expected and can be added as a CC ot BCC Recipient

When refreshing the Workflow Dependency diagram the screen could intermittently become unresponsive.This was due to the Workflow dependency diagram trying to refresh itself twice in quick succession.

The Workflow Dependency diagram no longer becomes unresponsive when ASM attempts to save/refresh within a short period of time and therefore no longer causes the screen to become unresponsive.

Refreshing the Workflow Dependency diagram was not always highlighting unlinked Tasks correctly to prompt the Analyst to link the Tasks in the diagram.

When an Analyst presses the refresh button on the Workflow Dependency Diagram, unlinked tasks are now always captured and highlighted to the Analyst to be linked.

[object Object] error when viewing results in Custom Call QD Fields

Search Fields using the Alemba API where incorrectly excluding deleted items, this has been fixed and the no error is no longer created as deleted items are now filtered correctly.

The ability to set a default Suspend Time period for calls that had been configurred to stop the SLA Clock when the Call Status changed in Core was added in ASM Hermes.

The Default Suspend Time can now be set in Core and will also be used when changing Call Status in Nano.

The Quantity Value on Service Catalog Tiles was not always getting displayed in full.

The Quantity Value on Service Catalog Tiles in Portal is now displayed correctly.

Search Criteria - Search Text was not always searching the Entity History.

This is now fixed. This should have been resolved with ASM Hermes GA Release

Rich Text Area Fields were not allowing the Analyst to scroll vertically to see all the contents when set to read only.

This is now fixed. This should have been resolved with ASM Hermes GA Release

In the ASM Workflow, when updating a Messaging Task and delete a recipient, the Message Task was still showing the deleted recipient.

Deleted Recipients are now no longer displayed in the Recipients list on a Messaging Task.

After Actioning an Entity it was not always possible to copy any images in the RTE Fields.

This has been resolved so that images can now be correctly copied after an Enitity has been actioned.

Select Category button in the Portal Service Catalog is not being highlighted when selected.

Select Category button in the Portal Service Catalog is now being highlighted when selected at all times.

Scheduled Calls and Requests were not being displayed correctly in the Core Admin Screen despite having necessary permissions

This has been fixed to enable the Call or Request Schedules to be displayed according to the Analysts set permissions.

The Add Me functionality could be configured to use a different IPK Status than Major Incident. The dialogues in Portal would still reflect the Major Incident Status.

Portal Add Me dialogues now correctly display the configured IPK Status.

Date Received field was not being populated on the Survey Already Completed screen.

Date Received field is now correctly populated.

KB Articles and Service Orders were not searchable through the Core Quick Search function.

As part of the ASM Hermes GA Release this issue was resolved so that KB Articles and Service Orders are now searchable through the Core Quick Search function.

History Links to view a Bulletin Message would direct the Analyst to the Live Bulletin Board and therefore not display the message if it had expired.

The History item to view the Bulletin Message now opens the Bulletin Message directly even if it has expired from being published.

Selecting multiple Tasks in a grid and then pressing action only opens the first Task, previously ASM would open all the selected Tasks.

ASM Core now opens all the selected Tasks from the grid results.

Adding URLs to an RTE Field with SSO enabled were not launching correctly.

URLs now launch in a separate browser tab.

Bulletin Message emails would often show the Last Updated By user as the System User in certain circumstances.

The Last Analyst to update the Bulletin Board Message is now always correctly displayed as a valid Analyst rather than the System User.

For some End Users the images on the Service Catalog Tiles would display as a broken image.

This issue was fixed with the ASM Hermes GA Release.

If an Analyst used the Add Note function to a Call/Request/Task that they had ownership of, they would still receive an email notification that a note had been added.

An email is only sent if the Current Owner of the entity is not the Analyst adding the note.

Text Retrieval > Keywords could not be deleted correctly, you needed to delete all the keywords until you reached the incorrect item in the list.

An Analyst can now correctly select and delete the selected Keyword.

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.

Analysts were unable to search for Calls where the User had subsequently been deleted.

Deleted Values now able to return results. This issue was released with the ASM Hermes GA Release

The old Portal Date Time Picker was not displaying the AM/PM option correctly.

With ASM Hermes GA Release the Portal Date Time Picker was replaced.

Keywords added to Knowledge Articles were not able to be deleted.

Keywords can now be removed from the Knowledge Article.

End Users closing calls via the portal would see the Closure Reason be reset to Default option if the Call had already been closed and reopened.

There is a new option to set Closure Reasons as Visible in Portal from System Admin: If the closure reason dropdown has been remove or hidden from the call closure portal screen, it should use the value that has been set in Core.

• If the closure reason dropdown is visible and the selected reason has the visible in portal flag set, then that reason should be selected.

• If the closure reason dropdown is visible but the selected reason is not visible in portal it should display the blank option.

  • When closing the call and the reason remains blank, it should use the value that was selected in Core.

When closing the call and a new reason has been selected, it should close the call using this newly selected reason.

Using the OR operator for multiple criteria using the same filter value would cause an error on the field in Portal and the Rule would not be fully saved in Core:

This has been resolved so the Rule saves correctly and Multiple OR operators can be configured for the same filter.

Timesheet Grid Column Order not retained

The column order is now retained for the Analyst between sessions.

When Searching ASM would often assume the Users Organization or Location and add this to the related Search Criteria, even though these may not be populated in the System for related items often leading to no results being returned or an Analyst having to uncheck these values and re running the search to view the results.

The Linked Criteria has been removed from the search criteria Location-User-Organisation linking on the following searches:

• Call search

• Request search

• CMD search

• Service Order Search

Dragging an Dropping an Email from Outlook to ASM would intermittently add the Email as an attachment.

The behaviour of the drop zone for adding Attachments to ASM Core has been improved to enable more consistent detection of files to be uploaded as attachments.

Viewing multiple screens in Screen Designer when Multi Language 'Localisation' column has been hidden would show No Records Found when clicking on the Designer Entity.

This issue was resolved in ASM Hermes GA Release.

Some Calls with corrupted Call History entries would take 15-30 seconds to open the affected calls.

Issue can be seen in customers that logged calls in ASM 10.1 with calls with histories that contains image files that have subsequently been corrupted. The data can be fixed by logging a call with the Alemba Service Desk.

The KB Article Import Tool would not be able to schedule updates from the configured folder location.

Regular/Scheduled scans of the configured location containing KB Articles can be setup.

Analysts were unable to customise the KB Review Screens in Core.

The Core Knowledge Review Screens, including the Info Panel is now fully designable using the Screen Designer.

Searching for Bulletins in Eos could display an Error on the Bulletin Search Screen Results.

The error has been resolved and is no longer displayed.

Closing a Child Call that is linked to a parent call was not notifying the User of the Child Call correctly.

Email updates are now received correctly when closing child calls linked to a parent.

Bulletin Messages always default to 30 days for the expiry date/time on initially creating the message.

A new setting has been added to the Bulletin Board Settings Screen in System Administration to allow the default expiry time to be configured:

The Clear Form button on the Search Criteria Panel was not clearing the selected Search Criteria when pressed.

Clear Form button now removes the configured entries in the Search Criteria Panel when pressed.

Location Field is now a column when linking Calls within Core.

Issues recorded in the Developer Tools with some Chrome Extensions.

Adding Chrome Extensions no longer create errors with the ASM Service Worker.

The Quick Solution System Administration Screen would incorrectly show the mapped fields and also change the mappings incorrectly when selecting one of the solutions and making changes.

The Quick Solution Admin Screen has been rebuilt to allow the documented behaviour to correctly allow additions, deletions and correct mappings to be configured.

Rich Text Editor Fields would display a context menu upon Right Click preventing the Browser Menu (for spellcheck for example) to be able to be used.

The context menu items have now been added to the Toolbar of the RTE and the Right Hand click spawns the Browser context menu as expected.

Customers using the v9 Portal Skin would not be able to open a Latest News item if it contained a URL.

This has been resolved so that the Latest News item can be viewed in full if a URL is included in the Bulletin Message.

Large and Extra Large Portal Search Fields were not aligning the column titles with the results correctly.

Column Titles and Results now align correctly for Large and Extra Large Portal Search Fields

Designer Rules are not working on the Type Tier field in Portal. The list of values were also not ordered correctly.

Screen Designer Rules are now working correctly, the values are also ordered as they were in previous releases.

Fields set as read only on Nano Screens were clearing out the form data upon being saved.

The data in Read Only fields in Nano screens do not clear the data upon save.

The Webhook service was not always matching on a filter.

Additional information has been added to the logs to confirm the exact reason why Webhooks may not be firing. In addition the web-hook will continue to retry for up to 1 hour. The Webhook status will change to F (Fail) in the event it still does not fire in the 1 hour retry period.

Workflow creation was changed in ASM Hermes 10.6 to dynamically create the underlying workflow tasks and their dependencies upon submission of the Request Submission/Details form. This has proved to slow down operations where customers have large and complex underlying workflows, meaning Analysts are no longer able to immediately action and reassign the workflow tasks.

An option to revert to using workflow pre-creates has been added so that the workflow service will create a fixed number of workflows in the background for each template therefore making it quicker for analysts to start actioning the tasks upon submission.

1. Stop the Workflow Service on the Web Server

2. Add WorkflowPrecreates = 1 to the system registry

3. Start the Workflow Service on the Web Server

When including the last history entry in the webhook payload the attachment included in that payload was not always being sent.

Webhooks will now always send the related attachment to the last history entry request.

The Always Required option for Conditional Mandatory setting on the Portal Type Tier field..

This has been corrected so field validation will work whether Always or upon Rule Condition is selected.

If a screen in core had mandatory/required fields then any configured Quick Forms would subsequently lose the data upon validation (if no data had been entered into those fields.

Mandatory/Required Field form validation no longer clears Quick Form data.

Intermittently if an Explorer Menu option was selected after entering text into a Rich Text Area Field, on return to the screen from for example the Send Email dialogue, the RTE Field could lose the previously entered text.

RTE Field text is no longer lost on navigating away from the Entity Screen before the Entity is saved.

Adding the Imp Start & End Dates to a Portal Submission Screen would see the fields populated with the epoch date (1899).

Imp Start & End Dates added to a Portal Submission Screen no longer display the epoch date if they are initially blank.

When just adding an image as part of a conversation in the Conversation Widget, the image would not be added/visible in the conversation.

This has been resolved so that just adding an inline image as the Note/Comment in the Conversation Widget now correctly displays as part of the conversation.

Webhook Payloads were not correctly sending the last note added when triggered from a Call, Request or Task.

Webhooks now send the last note added via the webhook payload.

It was not possible to send related Attachments as part of a webhook.

A new option has been added to the webhook to allow for the attachments to be sent(as long as they meet the configured criteria): This is enabled via a registry key on the System:

When the "Include all attachments in payload" option is enabled it will include the attachments of that entity in the payload. Example:

{
  "Action": "Forwarded",
  "Call": {
    "Ref": 757,
    ...omitted for ease of reading
    }
  },
  "Attachments": [
    {
      "Ref": 1720,
      "Name": "Test3.txt",
      "FileSize": 12,
      "ContentType": "text/plain",
      "Data": "VGVzdCBjb250ZW50"    },
    {
      "Ref": 1719,
      "Name": "NewTest1.txt",
      "FileSize": 12,
      "ContentType": "text/plain",
      "Data": "VGVzdCBjb250ZW50"    }
  ]
}

Additional Options:

• "Attachment Name Filter" - Allows the admin to configure regular expressions to filter what attachments get included by their name. multiple regular expressions can be defined separated by a semi colon ";"

• "Attachment Size Limit" - Allows the admin to configure a max size of attachment to be included. When greater than 0 (no limit), it will filter what attachments get included based on file size (in kilobytes).

• "Number of Attachments per Payload Limit" - The maximum number of attachments to be included in the payload. When greater than 0 (no limit), it will select the newest (uploaded/updated most recently) attachments, until the limit is reached.

A new activity log entry will be added for webhooks which indicate what attachments have been included/excluded from the payload.

In ASM Hermes 10.6.8 Emails with both an inline image and an attachment, the images in the email all break and are not attached to the call.

Images are also broken in any email-based attachments.

A null-exception error has been resolved so that the images are processed correctly when being attached via Email In.

An error was displayed in the Browser Dev Tools for Grid Widgets presented on the Portal Homepage. This caused the widgets to not display any relevant data.

The error message is no longer displayed in the Browser Developer Tools console and data is returned in the Data Grid widgets.

WebHooks would not always be triggered correctly with large payloads or when other ASM web services causing load on the system.

A new background service has been added to process Web hooks to ensure they are processed in a timely fashion.

The Web hook Polling Service was not processing the web hooks fast enough for updates matching the criteria.

The Polling Service now only fetches the Web hook Payload when the criteria has been matched successfully which significantly improves the Polling Service performance.

When the Webhooks were being sent the full payload was not always being added correctly.

This has been resolved to ensure the Webhook is now also sending the correct Payload.

Intermittently copying and pasting into the Actions and Solutions field from one ASM Core entity to another ASM Core Entity (E.g. from one call to another) would cause the Actions and Solutions Tab to be hidden.

This has been resolved so that Analysts can copy and paste information from one entity to another without the Actions and Solutions tab being hidden.

Exports from ASM Core and Nano for Analysts would be to Excel. From Excel you could then export to CSV, XLSX or PDF.

From Call, Request and Task Searches, Analysts with the correct permissions can now create the equivalent Database Reporting View by pressing on the Export button in the toolbar.

Calculated Fields are not supported such as Indicator Column and to access Custom Extension Fields then you will need to join this View at the database level.

Please see KB 1958 for more details.

The One Liner field on the Call Closure Screen was not able to be mapped as part of the Quick Solutions, which meant it could be empty in any related email templates.

The One Liner field is now available to be mapped/populated for Quick Solutions.

The Chat Queue Alert Window had an OK Button

The Chat Queue Alert Window OK Button has been renamed as YES to make the dialogue window more readable.

User Surveys would be triggered upon closure based on a predefined set of criteria,

User Surveys for Calls and Requests can now be configured to be manually sent to any Closed Call. Analysts can manage reminders to ensure survey completion and also bulk send surveys.

End Users are now able to complete the surveys directly within the Self Service Portal.

A single IPK Status can be configured to allow end users to add them selves as affected by the item, automatically cloning a call and linking themselves to it in order to identify the issue impact and to allow for communication to affected users.

Multiple IPK Statuses can now be included in the Add Me feature. Updates made to the Parent Call can be configured to automatically disseminate down to the child calls. The updates include notes added and linked knowledge articles.

End Users can prompt for action by adding a note via the Self Service Portal or via Email. This is not always clear to the Current Analyst when managing large number of calls.

End users can now chase calls via the Self Service Portal and to automatically generate an Escalation if required. This is a more pronounced notification to the Analysts that an update is required by the End User. This is in addition to the standard SLA/OLA events and notifications that ASM can be configured to use.

There were some inconsistencies between how ASM Core and Nano interfaces behaved when setting the Visible in Portal Flag.

The behaviour has now been made consistent so that when the History private setting is true (checked), the "Visible in Portal" checkbox will be unchecked by default everywhere in Core and Nano. If needed, the Analyst can enable the checkbox "Visible in Portal" to make it visible in SSP for attachments or notes.

When the History private setting is false (unchecked), the "Visible in Portal" checkbox will be checked by default when adding a note or attachments in Core and Nano.

Note: The history private setting also affects the default behaviour for the "Visible in Portal" checkbox from Actions & solutions field in the Call details screen but the current behaviour is correct

Filtering the Service Action field doesn't work when you try to do it against a Task.

This has been resolved so the Field Filters now correctly work on the Task Screens.

For customers with large CMDBs with a high level of CMDB Linking, the Nano CMDB Diagram would try and display all the CMDB Links at all levels which made the diagram unreadable.

The Nano CMDB Linking diagram will now only display one level Up (Parent CIs) and one Level Down(Child CIs) from the selected CI.

The Search Screen when linking items (Stakeholders, Service Actions etc) to a Service Bundle would not close automatically.

This has been resolved so that after searching for items to link them to the Service Bundle the Search Screen will automatically close and return you to the Service Bundle Details Screen,

Creating, Submitting and then Closing a Call via the Alemba API would not trigger the User Survey.

User Surveys should now be sent out if using the Alemba API to Create, Submit and Close the Call

Equal and Below in rules builder doesn't work consistently

IsEqualOrAbove and IsEqualOrBelow operators work in the rules builder

When you search for organisations it shows in the search results there are no locations linked, although organisations were imported via CSV and a resolution rule for the location was set

The locations are now populating when doing a CSV import and setting a resolution rule.

The Submit button disappears on Save on the Request screen

Users are now able to save a new Request, prior to submitting and then edit it further, before finally clicking Submit.

Systems configured with Concurrent Licences where not releasing the licences when Analysts logged out, meaning the concurrent pools appeared to be fully utilised when they were not.

Concurrent Licences are now released as soon as the Analyst logs out of ASM so that the licence can be reused by other Analysts.

Deep links on the SSP not working with AD authentication enabled

Deep links on the SSP work with AD authentication enabled

Default type tiers are still showing on the SSP when setting default types hidden in IPK Management>IPK Type Tiers

The default type tiers are hidden when setting is enabled

Rules are not running in Screen Designer for QD fields displayed as "Dropdown" in the SSP

Rules for the dropdown display type are running for normal, custom and linked fields.

Portal display name and logo incorrect when you cancel out of a service catalog item using the "Cancel" button on a submission screen

The Portal page processing was changed to handle the Cancel button properly

Wildcards not working when doing a search

The special characters are now processed correctly when doing a search

Rules builder does not allow <> operators

Not equal to <> operators are now working int he rules builder

Intermittent issue whereby the email and attachment are not being added to Objects when a Call is created via email.

Null reference error when processing the table name was causing the attachment issue. Emails and attachments are processed correctly

When sending emails from ASM, only one attachment can be added at a time. In order to add multiple attachments, the Analyst has to press on adding attachments multiple times.

Added the ability to attach multiple files at a time when sending an email.

When adding stakeholders to an email, you have to perform it one by one and cannot multi-select

Added the ability to select multiple stakeholders when sending an email

SLM Events do not immediately close when the SLM Matrix is updated via the IPK Workflow Rules (Populate Fields) to update the Urgency or Impact fields.

The SLM Events now close as expected when updated via the IPK Workflow Rules.

Issue with THE Email Event Connector whereby a field called Last Update in the XML file is not populating correctly, i.e. current date/time rather than extracting this from any content in the email or headers.

The field will be populated with the date the email was sent (from the header of the email using the email event connector).The headers are available for mapping

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.

Have a checkbox that disables a QD field in the SSP. Change the value of the QD field and then check the checkbox so the QD field is disabled in SSP

Upon logging a Call in SSP, when selecting a value in the QD field and then check the checkbox, the QD field turns read only.

User Approval Access to Request Objects not working

When "User Approval Access to Request Objects" is enabled, the Users can view and download the Request Objects

Reminders are not working on tasks with multiple recipients

Reminders are triggered for Tasks/Approvals that are assigned to multiple recipients

Rules don't work on QD fields in the portal

Rules are triggered in QD fields in the SSP

Type field in the Request submission screen in the SSP is getting displayed in 2 rows

Type field in the Request submission screen in the SSP is getting displayed correctly

Pressing on the "Back button" in the Suggested Knowledge adds one more row, so the QD fields are showing twice

The QD fields are displaying correctly after pressing on the "Back button"

Wrong time in displayed in the SSP date picker when using 12 hour clock

The date picker is displayed correct when using the 12 hours clock.

The Date Picker in Portal was always returning dates in US Format.

This has been modified so that the date picker in Portal will respect the browsers locale and display in UK Format when required.

The rule now prompts to select the checkbox

On the Call Closure Screen on any IPK Status the limit type by IPK Status was not being adhered to, resulting in inconsistent type tiers when moving to and from the Closure screen

Closure screens now retain the selected types from the main screen.

Analysts have encountered scenarios where they desired the ability to designate an update type directly on the Call/Request screens while adding a note. This would offer additional context beyond the note description itself.

This feature enhancement to the ASM will enable the customers to mark the update type when adding a note on the Call/Request/Task Add a Note Screens by “Enabling the Action Type in the Add Note Screens” checkbox in the Action Type Screens.

In the configuration of the update types, there will be the ability to mark the action type as a “chase”, “escalation” or another custom status. This would allow customers the ultimate flexibility with the ability to customise the list along and record the specific important types of updates, chases and escalations.

"Action type" will show a list of available action types and a blank option (selected by default).

There was no prompt for Suspension reason on new Calls

Stop clock reason dialog (Change reason- Reason why the clock is stopped) will be now shown when relevant setting is enabled and the entity has an active agreement.

Inability to restrict Call searching based on the security role settings. Currently, in ASM only logging Incidents can be restricted to certain IPK Statuses and the new feature will cover viewing and searching IPK Statuses as well.

This feature enhancement to ASM will restrict and control searching, quick searching and viewing other IPK Statuses in Core/Nano that are not assigned to the Analyst’s security role.This setting will apply to Call searches, Calls outstanding, Quick Search and API.

When ticking the “Restrict IPK Status” checkbox, the selected IPK Statuses from the list in the IPK Management Tab for logging, will be the ones available for Searches . This will be reflected in Call Searches, Calls Outstanding and Quick Search.When ticking the “Restrict Searches, Quick Searches and Views to IPK Statuses” checkbox, this setting will allow Admins to select the IPK Statuses that are visible to the Analysts in Core based on the security role setting. This will allow Admins to filter the IPK Statuses for viewing, quick viewing and searching in ASM Core.

The information that the API returns needs to only show values that are present in the Selected IPK Statuses List.

Same setting will be in effect for Nano, so this will be reflected in Call Searches, Calls Outstanding, Quick Search and My Counts in Nano.

The URL fails and defaults back to the homepage when prompted from the Promoted Catalogue

A Javascript change was made to replace '&amp' with '&' to ensure that service actions that Launch a URL work properly, including those that are promoted items

Linked services were not showing on the Request screen

Linked services are now displayed when adding a service to the Request Screen

Add an option in the user's profile to choose whether to set their own time zone or have it inherited from their location or organization

Analyst can now choose which time zone should be used as Person's time zone.

The system currently retains filters from one session to another, a feature not mirrored for the analyst. Consequently, upon returning to a search, these filters persist, often leading to challenges in finding desired items as they may be inadvertently excluded. Notably, without the filter column visible, Analysts have no indication of active filters, and even when visible, the blue-shaded filter icon may not be sufficiently conspicuous.

To address this issue, column Filters will only persist for Saved Searches, on ad hoc searches initiated from the Analyst, the columns will not have any pre set column filters.

The chat popup is brief and no sound is played.

The display time of the Chat Notification pop-up in Core has been increased and a sound is played when the chat is updated

Quick solution template field mappings disappears when entering a character with accent

Setting Quick Solution mapping to any special character is now possible.

"Could not find a valid chat session" error when User closes Teams chat via the Teams app

Teams widget will now accept chat sessions when the user connected flag is false.

When the Analyst accesses the defer screen, history, objects, etc. and returns to the main details page, the teams widget will still appear in the bottom right of the screen. Allowing the analyst to end the chat.

When the analyst ends the chat, it will now close the chat session in the database.

IPK/WF Groups Changes not recorded under the Audit log

Changes are now recorded in the Audit log.

Currently, previous and new values are displayed following an IIS Reset.

It is not possible to delete the previously entered date as a whole value

Now the date can be deleted by pressing on the X in the date field.

Request and Incident Summary on portal when it initially loads displays misaligned columns . After approx. 20 secs these update correctly

The system now aligns columns correctly

Pagination problem within the Promoted Items when more than 16 items were displayed

The issue with the pagination is now fixed. Tile sizes are now consistent.

New setting "Add Email at Add a Note" to IPK Management and Workflow Management roles

If admin setting is enabled and you are not the current Analyst of the entity, the Email Analyst checkbox will be enabled by default and editable.

New admin setting added to Admin -> SLM Settings -> Stop Clock Reason Minimum Characters

This setting will default to 5 characters.

Will be applied when the stop clock reason dialog is displayed. If number of characters not met, then a warning message will appear.

Hide Add Me Widget if no Add Me statuses are accessible to user

If there are no IPK statuses that the user has access to, the Add me widget will not be displayed on the SSP

Page validation error visible only in ASM Hermes 10.6.813871

Validation error has been resolved

The Help button was pointing to the old Online help site .

Redirect ASM Help to New Product Documentation Site

Conflicting Change indicators functionality is broken

The Change indicators functionality now works as expected.

Upon re-opening Closed/resolved Calls that have "Resume previous agreement and exclude resolved interval" setting, the resolved interval is included in the calculation and the Call breaches.

The downtime is now calculated properly and upon re-opening a Call, the resolved interval is excluded when "Resume previous agreement and exclude resolved interval" setting is selected.

Request rich text fields (RTE) on user approval screens in the portal that are set to read-only are still editable when submitting the form.

RTE is now rendered as read only and the content on the Request is displaying correctly. The issue was also resolved for custom RTE fields, date fields, QD fields and type tiers.

"Import" checkbox from connector/integration platform was not working, meaning that when the "Import" settings is turned off, the import is still running

If the import checkbox is not checked, the data from the external source for that mapping will not be imported into the ASM database. The synchronization will be completed and the schedule statistics report will include the counts of records that were processed even though they were not imported

Information added to Request on custom rich text fields in the SSP were not populating the HTML fields on submission.

Custom rich text fields are now displaying data on the Request submission screen in the SSP.

Deleted configuration items were displaying as linked CMDB Items on Knowledge Article in the SSP. 

The issue is now fixed, deleted configuration items will not be displayed as linked CMDB Items on Knowledge Article in the SSP. 

When you select a Request Type from the CI search field on the Request submission screen, the linked field value doesn't display

When adding a linked field to a CI description, upon selecting the CI field on the SSP, the linked field value will display.

Extended row under request services in SSP request submission screen

Issue is now fixed

IPK Workflow rule triggers on changing of status when it shouldn't and sends an email notification

In certain circumstances IPK Workflow rules were triggering twice- not as expected, so we have added a new option to repeat a rule in tke IPK Workflow rule screens.

In some instances, when adding custom date fields to the Message Templates, upon logging a Call and viewing the Message template, the date/time fields are not correct.

As before, for single recipients the date/time fields will be in the recipient's time zone.

With this fix, the date/time fields for notifications to multiple recipients will be in the sender's time zone unless the notification is generated by the System in which case the date/time will be adjusted to the System Admin/Messaging/Messaging Time Zone setting.

Inability to use Call Activities because once created the Analyst is unable to action or edit them, only the cancel button is available.

The Assigned Analyst is now able to action and edit the Call activities.

Issues with SSP performance when using Multi Language

Improvements have been made to the translation of labels when using Multi Language

There have been instances where a considerable number of integrations were affected by a minimum 5-minute delay despite the registry key being set to zero.

The interval for integration schedules was reduced.

Each notification rule is only triggered once on every trigger point (on Log/Update, Resolve, Close) in the IPK Notification Workflow

A Repeat indicator was added to allow IPK Workflow rules to be repeated as a customisation for some customers. The setting can be turned on in the DB, it is not accessible via UI.

Forms do not load for Calls, Requests or Tasks.

When the Forms functionality is enabled in System > System Settings in System Administration, Forms can be created in Designer which are then accessible from the explorer sidebar of Calls/Requests/Tasks.

Bullet and number list created on Call Template using formatting options at the top of the Description box are not displaying on associated Self Service Page.

Bullet and number lists now display correctly.

Performance issue when cancelling the Call or pressing on the X to close the Call.

A new index was added to speed up the performance.

Performance issue when switching between radials on the Call forward and bulk Call forward screens

The control has changed on the bulk forward calls dialog (accessible via the call search) and performance was improved

Enabling or disabling one of "Request Escalation" or "Task Export Search View" settings will do the same for the other setting as they are using the same bit to store their value.

Request Escalation and Task Export Search View Workflow role settings can be saved independently.

Date Picker labels were not translated.

The issue is now resolved and the date picker labels are translated into the chosen language.

Security profile names were not getting translated in details screen.

The issue is now resolved, the security profile name is being translated in the chosen language.

Problem description displays blank after the User enters the closure comment and submits that. The description field is empty in closure screen.

The issue is now resolved, the description field is populated in the closure screen.

When a Screen set in the SSP includes fields hidden based on a rule, deactivating the rule to reveal the hidden fields can cause the calendar weekdays to shift incorrectly, resulting in a display where weekdays are shifted by one day, leading to inaccurate results.

Also it was not working when dates are set in the Call/Request template and for Request Target Date when logging via Service Catalog

The issue is now fixed and the dates are displayed correctly.

When a Request type Survey Email is sent from a request entity whether automated or manual, the Survey Message template for the Call screen set is used. This means none of the Request details is populated on the Email message.

The correct survey message is now used and the Request details are now populated on the Email message.

Time Zone fields were duplicated during upgrade from 10.6.8.

The duplication issue is now fixed.

Enabling "Suggested Knowledge" when creating a Call and inserting information in the description field was not working.

The problem has been resolved, and now, when creating a new Call and providing a description in the description field, the "Suggested Knowledge" will be shown.

The email received for a user survey does not match the message template defined in the survey settings.

The issue is now fixed. The email will now align with the survey message template created in Designer.

Outgoing Emails are not sending due to exception, possibly relating to enabling the Multi language settings

The issue is now resolved and emails are processed correctly.

An error is returned for certain Analysts when performing a Admin -> Knowledge Bank Search, when "Path" was specified as a column in the Search. Added column path and clicked on search, able to search the admin -> knowledge bank

When performing a Search with "Path" specified as a column, the Knowledge results are presented

[object Promise] value was displaying under Suggested knowledge.

The issue is now fixed and now Suggested Knowledge displays "Cannot perform search with only blank fields", as expected.

Extension fields from CI loose formatting on the Request screen as they are displaying plain text.

Rich Text and Custom Rich text are now linked to single QD fields, for both custom QD and built in.

HTML field does not resize in Designer because the HTML editor is obstructed by the toolbar.

The editor section was expanded to 300px tall to ensure it gives enough space for editing.

If the Call Status changes in the Min Minute period that was configured in the settings, then the Chase button is displaying in the SSP, but if the Call Status remains the same, then the Chase button is not displaying even after Min Minutes period has elapsed.

The Chase button is getting displayed in the SSP when the Min Minutes period has elapsed, regardless of the Call status.

Currently, when viewing a Call without taking action, the Report icon to Print report is present in the Call toolbar, but not for Requests/Tasks

Report button is always enabled now on the Request and Task details screens

In some instances, the HTML Editor content disappears when it is clicked.

The issue is now fixed.

Linked CI from Workflow Templates are not persisting to submitted Requests that used the templates. When Approvals or other automation is tied to values present on the CI, the workflow will fail.

The issue is now fixed and workflows are working as expected.

Quick launch not functioning as expected when attempting to look up a User's MS Office profile. No responses are generated in the test window and nothing occurs once the item is saved.

The issue is now fixed and the lookout parameters are working fine.

The time spend filed doesn't record the time. The issue only occurs after the Time Spent Validation has occurred. Once yellow warning has appeared the next amount is not added to the Time Spent field.

Time entered without validating the field is added to the Time Spent field.

The Time spent field will record the time even when the validation occurs.

Global search in the top right corner of the Self Service Portal is not working as expected when "View Org Calls" is enabled in the Portal roles. The search it is not returning the Call numbers and also it's not returning results when searching text based on description.

The issue is now fixed and global search is working as expected, bringing back the expected results.

Time stamp is not shown in the Portal Conversation widget, showing "LLL" instead

The issue is now fixed and the time stamp is displaying the correct date/time values.

Column filtering is removed when the Calls Outstanding view is manually refreshed by pressing the "Refresh" button in the toolbar. Additionally, the filter is cleared when navigating to another screen and then returning to the Calls Outstanding screen (due to focus auto-refresh).

This behavior will only occur when an ad-hoc search is initiated, not when manually refreshing the Outstandings screen. The filters will not be removed upon navigating to other screens and returning to the Outstanding screens.

Special characters in Outbound emails are crashing the ASM services when using the EWS protocol.

Sending emails that contain special character using EWS protocol now works as expected.

Filters applied to Calls outstanding window are lost when the page is refreshed.

This behavior will only occur when an ad-hoc search is initiated, not when manually refreshing the Calls Outstanding screen.

When you apply a quick solution to a Call it inserts the quick solution in the description twice.

The issue is now resolved and aplying a quick solution works as expected.

The widget framework in Core is not behaving as expected.If returned results have more than 5 entries in the list then paging does not scroll to the 6th entry and above. Also sorting does not reorder the results successfully.

The widget framework issue is now fixed and the results are displaying as expected.

Display Blank Option is not saving in the dropdown. Display Blank option works if the dropdown is required but not if it is conditionally required.

Displaying Blank option works if the dropdown is required On Condition.

Resolution Rules showing for all connectors, not just the current connector so it is difficult to differentiate which resolution rule is used for different connectors.

Resolution rules and profile maps are now returned by resource type.

When sorting a data-grid widget in the portal the rows seem to draw in a random order. Works as expected if Multi-Language is switched on.

The issue is now fixed.

The 'Attach' functionality when emailing from a task does not work for existing documents that have been attached. No attached objects appear in the 'Select objects to attach' list, preventing Users from adding them directly from the Task as you can with Calls and Requests.

When adding attachments to email from a Task, the dialog will now show attachments from the current Task and it's parent Request.

Auto close doesn't work as the quick description and quick solution do not appear to be recognised. Validation is not working properly for Description or Actions & Solutions.

The issue is now fixed and applying a quick solution with a type mapped closes the Call as expected.

Updates for Note added are sent only to the Analyst and not to the Group, even though the Call is still assigned to the Group when the logged in User who logged the Call updates the Call.

In this scenario, if the Call/Request/Task is forwarded, the email will go to the receiving group or Analyst. If the call is not forwarded, the email will be received by the current Analyst.

The email will not be sent if the person adding the note is the current or receiving Analyst.

External links in ASM Core Rich text editor and HTML editors open within Core instead of in a new window.

External links in the ASM Core Rich text editor and HTML editors will open in a new tab.

Corrupt Call Indicators & Request indicators on the Calls/Requests outstanding and Workload screens were showing in the Nano interface.

The indicators are now displaying correctly.

Null dates cause validation issues when "Timezones" is turned off and server time is not UTC.

When timezones are not enabled the date is stored in the database as 1899-12-30T00:00:00 and when offset to UTC can end up as 1899-12-29T23:00:00.0000000Z.

The issue is now fixed and dates are displayed correctly.

Task quick search has stopped working in Core due to a SQL error

"some part of your sql statement is nested too deeply".

A change has been made to exclude the deleted Tasks screen sets to ensure quick search works as expected.

When setting up a reminder on Calls, the system duplicates the email notification, which appears in both the activity log and the Call history.

The issue is now resolved.

When creating a bulletin to be displayed on the Self Service Portal it only shows part of the buttons/text and seems compacted.

The bulletins have the correct height and display as expected on the Self Service Portal.

When a User with appropriate Workflow Management Security role permissions tries to re-open a Request, the physical status of the Request is still marked as "Closed".

The issue is now fixed and the physical state is displaying correctly when re-opening a Request.

Users are still being kept as members of subscriber groups after their account has been deleted.

When accounts are deleted from ASM the accounts no longer remain in the subscriber list.

SSO login fails when auto import is enabled.

The issue is now fixed.

"IPK Status" Name was not displaying in the Add Me grid.

The issue is now fixed and the "IPK Status" Name is displaying int the Add me grid as expected.

Dashboard rendering issues in Nano.

Issue with 'Closed Request Summary (Units)' Dashboard in Nano.

When trying to select a custom date range, the date fields are overlapped. The date range cannot be selected. The date controls are not rendered correctly and are overflowing on other fields.

Any cards that are placed in the dashboards are cropped and are not rendered correctly.

The issue is now fixed.

Improvement-Turn off auto refresh function on Search Screens.

In the Admin System Settings page we have added the following options, in order to control the auto-refresh function on screens for different scenarios:

• ☐

  Checkbox to turn on Auto-refresh on Search Screens when visible. This setting will be OFF (disabled) by default.

• ☐

  Checkbox to turn on/off Browse refresh interval on Search Screens . If on, when the browse refresh interval will be reached, the screens will refresh. For performance reasons, only values of 5 or higher should be entered.

• ☐

  Checkbox to turn on Auto-refresh on Outstanding Screens when visible. This setting will be ON (enabled) by default.

• ☐

  Checkbox to turn on/off Browse refresh interval on Outstanding Screens . If on, when the browse refresh interval will be reached, the screens will refresh. For performance reasons, only values of 5 or higher should be entered.More details in the updated spec in comments.

There were some issues in the dependency diagram screen where triangles were only getting displayed in the dependency diagram when focus is shifted from dependency diagram screen. Secondly, when adding a few tasks to the dependency diagram, once the warning message is displayed and upon clicking on the OK button , the focus goes to the Task tab instead of the dependency diagram screen only.

When opening a dependency diagram, adding tasks, taking action on those tasks and then save them, the diagram now shows the triangles as expected and not only when the focus is shifted. For the second scenario, now the focus remains on the dependency diagram only and does not go to the Task tab.

When you map a type tier in the quick solution it does not update the type on the Call.

Upon selecting the right quick solution, the Type is updated for the Call.

Request Risk is not calculated on partitioned systems - Displays the error "Cannot find risk with score value associated with x".

The issue is now fixed.

Improvement- Add the ability to change the text inside the Counts Widgets from Capital letters to a Standard case in the SSP.

We have added the ability to change the text from Upper Case letters to Lower Case letters for the Counts widget.

API integer field not showing data from the Yes/No integer fields. For example, when creating a drop-down list field of type Yes/No Integer on the Request screen , it will show correctly in ASM but not in API.

Data from integer/string fields are now showing in the API.

Incoming Email attachments are handled differently, depending on the protocol configuration from the Email Server details.

The current functionality has all attachments from an incoming email uploaded as "Objects" to the call. A call can be logged via an email with multiple attachments, and then later updated by one or more emails, each with multiple attachments. There is currently no way to clearly identify (in the Attach Object To Call screen) which "Objects" were attachments to which email.

All of the inline images (both in the body of the email and also in the signatures) of the email are also attached as objects in some instances.

Incoming Email Server setting "Add Email as message" -> Relates to attaching the parent email as an "Object" in the "Attachments (Entity Object section)." The rest of the attachments from the email are attached in "Objects" section in their specific format, as mentioned above.

Currently, the different behaviour displayed by the system relates to the scenario when the incoming email has other email attachments in different formats.

Using Microsoft Graph API attaches all of the email attachments of the original message to the call and it does not loop through the nested outlook message and extract the attachments from it. That means that the nested .EML will remain intact and can be downloaded from "Objects" in order to see the contained attachments.

For EWS, IMAP and POP protocols, the "AddAttachmentsFromMessage" function is used, which flattens attachments in nested messages onto the original email. That means that it moves all of the attachments from the attached outlook message to the original parent email and then attaches the nested outlook message as a .HTM file instead of .EML (all the nested emails will be moved to the parent email). The attachments will be added to the Entity in "Objects", without any reference to the specific email they were attached to. The original parent email will be attached as a RAW message in "Objects" and saved as a .TXT file. That means it needs to be converted to an .EML file in order to be opened.

For older versions, some customers have set a trigger on the table to convert these files to an .EML format. Starting in Hermes 10.6.8, a new setting has been introduced "Attach email as message" that converts the file in the .EML format when enabled. Before introducing "Attach email as message" setting, we had the "Attach email as text" setting, the parent email was not attached to the Entity and the attachments from the email will be added to the Entity without any reference.

Besides the conversions to .HTM and .TXT formats that were mentioned above, there is also the .MSG file format, that is specific to the Windows version of Outlook. Neither MS Graph nor EWS expose that file format in any way. The .MSG files needs to be converted to .EML in order to be accessed correctly in ASM.

Incoming Email Server Admin Page changes:

Attach Email as Text and Attach Email As HTML have been removed and replaced with radio buttons:

->Add Email Message as EML Attachment - The default option. It will upload the email as an eml file along with the first level of attachments on the email. It will not loop through .eml or .msg files attached to the email and process their attachments.

->Add Email Message as EML Attachment without Uploading Contained Attachments - This option will only upload the email as an eml file. It will not process any attachments in the email.

What to expect:

This functionality will be applied to all incoming email protocols (IMAP, POP3, EWS and Microsoft Graph).

This change also impacts inline images, in the sense that they will not be included/displayed in the ASM Objects area and history items will not be created for when they are uploaded. Inline images should still be seen in the body of the description or history entry if Preserve HTML formatting in History is enabled.

Inability to delete rows from "My Options". When trying to delete an option in Self Service Portal My option, the system looks to delete it, however once you save and open the screen again it shows back up in the list. Same behaviour applies for when trying to create a new option, it cannot be deleted either.

The issue has been resolved, and now when an option is deleted, it stays permanently deleted.

Adding any of the group fields to the Advanced search doesn't work.

Group fields now work when using the Advanced search function in Nano.

Linked Multi QD fields don't display the information on the SSP. It shows all the single value QD fields but not any Multi QD fields. There are several multi QD fields on the Service that is created and they are populated correctly when you check the Service in ASM Core. However, when you go to the Portal and re-select that service, it doesn't show the linked field values which are multi QD fields.

Upon logging in the SSP an selecting the relevant service, the linked fields will show the values selected/entered in the Service details screen(where the multi QD field has been created).

When attempting to forward the Call to the Analyst linked to the Contract, on the Forward External Call Screen, an error message is received "The Analyst is not responsible for this Contract. Forward the Contract anyway?". The call leaves the current Analysts queue but fails to be forwarded to the specified Analyst.

Forwarding external to the Analyst responsible for the supplier works as expected, if the Analyst is marked as responsible for the Contract. The Call will be assigned to the chosen Analyst and the Analyst will be able to see/review the Call upon login.

Forwarding to supplier will assign the Call to the external supplier and the Call will be visible in Portal external Incidents.

Improvement- Change search fields to pick the first match on enter.

Search fields in ASM Core, Portal and Nano have been changed to select the first match when Enter key is pressed. Enter key will perform search and display popup and hitting Enter again will select first item. Typing search string will display a popup after the configured number of characters, hitting Enter will select the first item.

Daily stats not recording logged and closed Calls for the day.

The issue is now resolved. Daily Stats will show the correct records. If there are closed Calls for the day, the "Closed today" bar column is replaced with "Closed items by IPK status". That means that multiple bar columns will display the closed entities by different IPK statuses.

In Internal/External/Defer screens, when the analyst selects a status with stop clock enabled, the suspend checkbox is ticked. But when they then change the status (while still in the same screen without navigating away) to one that is not stop clock enabled, the suspend is not unticked.

This fix will untick the suspend status when the analyst changes the Call status to a different status that has stop clock disabled.

Request and Task detail screens that have custom created text area fields are not converting correctly to Nano when using the Create from service desk button. They are converting as "Extfldv" reference fields.

The issue is now fixed and converting to Nano screen sets that have text area custom fields works as expected.

Creating a date rule to hide a field based on a condition (that compares a date field to the target date field for the Request) doesn't work. Field is not hidden on the submission form.

Creating date rules to hide a field based on a condition -that compares a date field to the target date field- works as expected.

Adding line breaks in texts at the start of Rich text areas was causing misalignments in some areas of the system.

We have ensured that the white space is always trimmed from plain text so adding extra line breaks in texts at the start of Rich text areas doesn't cause any issues.

There was an issue when adding a larger number of service actions in the catalog promoted items page, where Analysts were not able to save all service actions at the same time and the "Up" and "Down" arrows in the page were not working as expected.

The issue is now fixed, all the service actions are saved and the arrows are working as expected.

Adding an image in the HTML editor in Designer will result in the image exceeding the Designer layout.

The issue is now fixed.

Call Types are not partitioned on Question Mapping Details.

The issue is now fixed.

Log Request fails if type is not set when trying to log a Request through a workflow template in a partitioned system.

The issue is now fixed when logging a Request from theSSP, the type field will be pre-populated with the default value.

Log New Call button on Call Linking screen does not automatically link the new Call to the currently opened Call.

The issue is now fixed. The New Call button on the Call linking screen automatically links the new Call that is created to the currently opened Call. The parent call linking diagram displays the Child call that got created by using the New Call button.

Improvement- Support text filters on forward groups with workload.

On the Call forward internal screen text filters will be supported with direct search and text filters in it. Text filtering the groups and custom filters bring back the expected results and when enabling the "Workload" checkbox, text filtering can be done on any grid that has the badge filters

When using a Quick Solution to close a Call, the Call is not getting updated with the description and solution of the Quick solution

When a quick solution is set for closing a Call , the description and the solution are updated along with respective field mapping values.

Group Audit not working for Name field. When enabling the audit for the Group Name field on the group screen in the Designer:

The New and Previous values are not saved when updating the name of a group.

Enabling the Audit for the Group Name field on the group screen in the designer (for both IPK and Workflow groups) work as expected. An IIS reset is required if changes are made to the access indicator in Designer.

Email notifications for updates made by the User via email are not displaying the inline images in the body of the email.

The issue is now fixed and the inline images are shown as expected.

Extra arrow is getting displayed in the Quick solution pop-up

A style fix has been applied and the arrow doesn't display in the Quick solution pop-up.

Checkboxes are not displayed correctly when set to medium in the Nano interface.

Setting a checkbox to Medium for a Nano screen works as expected.

Field mapping dropdown overflows container with long names.

The issue is fixed. Field mapping dropdown does not overflow and displays correctly.

In ASM Core>System Administration>SSP>Question Mapping, upon changing the partition, an error is displayed in the screen.

The issue is fixed. No errors are seen when switching between partitions.

Upon selecting the right quick solution, only Type is updated for the call but other fields are not updated.

Upon selecting the Quick solution, all the mapped values for Quick solution should be seen in the screen.

Change auto close service to compare close time to now instead of service start time. When Calls are closed by the service the close time was set to the service start time.

This change ensures that the closing time reflects the actual time of closure.

Analysts can’t configure special working hours for SLA/OLA. When selecting different matrices, there are column headers that mention OLD. When clicking to add to list, the lines appear blank or X dimension is in read-only mode and there is no edit button on the individual lines so no configuration can be done.

Configuring special working hours for SLA/OLA works as expected.

When selecting a mapping in the federated CMDB the drop down has no options. The Users needs to have either a resource type or group selected to get the mappings dropdown.

When selecting a mapping in the federated CMDB, the “Mapping” dropdown shows whithout having to select a Resource Type.

When Manufacturer to Model is enabled, duplicate models are shown in dropdown. Issue appears when the unspecified model type (ref 0) is renamed and this results in this particular model type being displayed twice in the list.

Linking manufacturers to Model types doesn't show any duplicates in the dropdown.

This item is related to AS-2756

On the Search screens, when applying column filters, upon refreshing the search using the search toolbar button or the main Search button, the search will refresh, but the column filters are not retained. Opening a search result and going back to the Search page will refresh the system but the filters are not persisting in this situation either. The filters should be persistent in both scenarios.

The column filters are now persistent for both the scenarios described previously. On the Search screens, when using column filters, refreshing the search via the search toolbar button or the main Search button will reset the search, and the column filters will be retained. When navigating back to the Search page after opening a search result, the system refreshes and the filters will be persistent.

Column filters will not be restored on initiating ad-hoc searches->closing the search and opening a new one, or reloading the application will cause the filters to not persist.

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.

Adding linked fields to service qd field in Request submission screen, has broken the page on hitting submit button. On submitting the request, the expected screen to be displayed is Request confirmation screen. Instead Service search screen is displayed. On selecting Cancel in service search screen - Request confirmation screen is displayed.

Note: This happens to the request submission screen which has this linked fields modification. For other request submission screen which does not have this linked service fields - works as expected.

Adding linked fields to service qd field in Request submission screen works as expected and the correct screen is displayed upon submitting the Request.

Current functionality related to CC Recipients: There is a setting in the Admin>System>Email Server Details called "Add recipients as stakeholders". With this setting enabled in the Outgoing or Incoming Email server, the To and CC Recipients for the outgoing/incoming email are added as stakeholders to the Call.

To include stakeholders in the Call notification thread, the Analyst in Core must manually add them to the email. This requires navigating to the correct Stakeholder Role from the full list of available stakeholders and is not an easy/simple task to quickly add the Call Stakeholders to email notifications.

In this way, email recipients are recorded as "Call Stakeholders" with a role of "Stakeholder". In the current automated email processing setup, ASM currently responds to the sender. The stakeholders can be removed via the Stakeholder section, however, when the email receiver uses the "Reply all" function in the email client, stakeholders would then be automatically re-added to the Call as Stakeholders, we propose to alter the functionality to make it easier to correspond to the Email Recipients.

A new type of stakeholder will be also added for the "Email Recipients" so that Calls/Requests/Tasks Users CC'd via email can automatically be added to the email responses in ASM.

With the current functionality, to include stakeholders in the Call/Request/Task notification thread, the Analyst in Core must manually add them to the email (Complex Process - Requires many mouse clicks and takes too long).

In order to simplify this process, add a new section in the Call/Request/Task Explorer menu under "Communication"> Email All

"Email All" entitles replying to all Stakeholders of type "Email Recipients". This means that that the CC Recipients(and To Recipients that were not the Call Assigned User) will be added automatically to the Send Email dialog window in the CC Recipients section. The Analyst is then able to manually remove any Call/Request/Task Stakeholders they do not want to include in the Email Message.

The Call/Request/Task history has been enhanced to display and include details of CC recipients (and To Recipients who are not the Call Assigned User)in emails.

Column downtime is always zero but shows downtime in the Call screen.

To avoid confusion, the current Downtime column is renamed to Resolve Downtime. Resolve Downtime is calculated when the Call is closed so will usually be 0 (for reporting purposes). Performing a Call search on Closed/Resolved Calls and selecting this column will display the resolve downtime.

Contract expiry notifications are send when a contract is updated.

A change has been made to only send contract expiry notifications if the expiry date is changed.

Notifications are sent to the Forward To Group and not the Call Current Analyst/Group when a note is added.

When a note is added, notifications will be sent to the current Analyst/Group, owner of the Call. The notifications will go to the Forward to Group/Forward Analyst only in the situation when the note is added by the current owner of the Call.

Currently Emails Replied to from ASM where the Send From Analysts Default Group option has been enabled always default to setting the Reply to Address to be the Outgoing Email ID of the Partition (or the Default Outgoing ID if not configured).

End Users are not able to Reply to the emails sent directly from the Analysts Default IPK Group Email Address (if configured). This prevents the ability for individual IPK Groups to work independently (Separate functions within the same Partition).

An admin will be able to configure the Reply To option to be the IPK Group Email ID of the Forwarding Analyst.

A New Checkbox Option per Outgoing Email Server has been added to behave In the same way as ability to pick either the Sent From Analyst OR the Sent From Analysts Default Group options:

It will only use the default group's email address if the following conditions are met:

• Reply To Forwarding Analyst's Default Group checkbox is enabled on the outgoing email server.

• Email is sent from Analyst with a default group.

• The default group has the "Email From Group" checkbox enabled.

• The group Email field is populated.

If the above conditions are not met, the Reply To value will default to the From value.

Improvement to the Surveys functionality->Currently you can specify a Logged group/ resolve group OR/AND Organisation as a trigger rule to sent out automatic surveys. With this improvement, IPK statuses could be defined on the Survey Admin Page.

We have added the ability to define IPK statuses on the Admin screen.

A new Relation field with AND /OR values has be added to the screen, under the Organization field.

Another field has been added- "IPK Status", where all the available IPK statuses will be listed. One or multiple statuses can be selected.

The relation field must be enabled to put the IPK statuses into the account.

The following scenarios cover all the possible outcomes on how the criteria can be set.

Scenarios:

->Scenario no. 1

Logged/Resolved Groups are defined

Organization is not enabled

IPK status has an AND

The survey is going to be sent if the Logged/Resolved group AND the IPK status condition is true.

->Scenario no. 2

Logged/Resolved Groups are defined

Organization is not enabled

IPK status has an OR relation enabled

The survey is going to be sent if either Logged/Resolved group OR the IPK status condition is true.

->Scenario no. 3

Logged/Resolved Groups are defined

Organization has an AND relation enabled

IPK status has an AND relation enabled

The survey is going to be sent if the Logged/Resolved group AND Organization AND the IPK status condition is true.

All 3 criteria must be met.

->Scenario no. 4

Logged/Resolved Groups are defined