ITSM 5.0.6 Patch 3 Release

The following issues have been fixed in the Patch-5.0.6.3 0701 release:
45192 Email listener is no longer updating the LastMod Date time on Incident when linking an email after 506. In 506 an issue with email listener creating multiple updates to BPE. A new XSLT is provided which search and incident, create a new email object, link the email to incident. Previously, Email Listener, creates an email object, find an incident, and link incident to email. See Attached xslt.
48935 Searching via the AssociatedItemSelector bring a popup window with the results duplicated after the 20th result.
31193 Session time out and user is locked in License manager with a named License

Session times out and causes a GPF in the Smart Client for many users

The users then cannot get back into the application due to the license is used up by that user and not released with a named license file. Similar to 34087.
34087 License server Hangs and does not release named License on App Server. A new named license conflict handling is added: User ABC logged in with a Named User account, Account1. Now, while still logging, ABC wants to log in again with the same named user.

The application should pop up a dialog box asking whether or not ABC wants to log off the existing session. If yes, the Account1 will be logged off. If no, ABC can't log in.
50362 NotesBody text field is limited to a size of 2000 with Oracle database. This is known limitation Oracle varchar size. Admin now allows NotesBody be changed from text to memo field without losing data.
48089 When reducing the size of a text field, if data resides in the text field whose length is greater than the value the text field is changed to, it renders an error, and drops all data from the table
50288 Some of data (Operating System, Model) from InventoryItem is not being copied to InventoryItemSnapshot when OOB QuickActions "Create Inventory Snapshot" is run.
40771 Today Function does not work in Search Center. Fixed in content. When comparing date with Today Function, must use Date Only modifier. See attached screenshot.
43390 Linked email from outlook containing attachments are linked to Employee, but attachment is not. DEMO database.

1. Setup the Outlook integration to use Employee for Address book.

2. Alter an Employee record to use Primary Email of your own email address.

3. Create a new email in outlook and attach a file, sending the email to yourself.

4. In outlook, click the Link to service Management button.

5. Once linked, open/refresh the Employee record.

6. Select the Email tab and note the email is listed.

7. Select and GO-TO the email record.

NOTE: The attachment is not there.
41920 Error in Dashboard part chart as column 1

Create a Dashboard part (chart)

Use Assignment as base Business Object

Use a query Status <> 'Closed' And Team = Current User Team

Group the Chart by Assignee

Drill down to the Grid only

Select default for everything else

In ITSM, create an assignment to a team only (may require slight modification to make the Owner field on the Task.Assignment object not required)

In the Chart created above the first column says "Column1" (basically saying there is no data to display) When you click to drill down to the grid, no data displays even though there is records for the object
49999 Link option on tabs do not respect search constraint set up in tab container properties

[Steps to Reproduce]

1. Open Application Admin

2. New definition set

3. Go to Problem>>Views>>Problem (layout)

4. Open container properties of Incident tab

5. Set validation constraints to limit incidents based on incident.owner = problem.owner.

6. Stop services

7. Commit definition set

8. Open ITSM as Problem Manager role.

9. Make sure you have incidents owned by a specific user, otherwise create one.

10. Create new problem and set owner to same user as step #9.

11. Go to Incident tab and click on the Link button.

[Result]

Expected behavior: You should get only a list of the incidents owned by the problem owner.

Actual behavior: You get list of ALL incidents in DB.
46665 Enhancement - Ability to clear out definition cache in local disk when content upgrade is performed on ITSM server ( i.e. release). Now you can run a command in Admin to clear the definition cache. See attach document on how to clear cache.
43401 Email listener will not attach attachments if outlook is set to Plain Text.

If outlook settings have the Original message as attachment when doing a reply or a forward and the format is plain text, when the email listener creates the Email record, it will not include the original email as an attachment.

Rich Text and HTML work fine.
30151 When dashboard grid resets, scroll position is lost (drill down from 2nd tab and return)

1) Create a dashboard grid that displays a large number or records (several hundred, at least.) Set the grid to refresh about once a minute.

2) Display your grid. Start scrolling down through the grid to view the entries. Scroll about half way.

3) Wait for the grid to refresh.

Your scroll position is reset to the top of the grid.
47512 File Messaging is not working for the Journal.Notes Object. An xml file that associates a Journal.Note to an Incident works when transferred through the Data Import Link, but when using File messaging, the file goes through processing, but is not created. A sample xml file is attached.
30051 Detail Screens Selection

Running a detail screen selection activated by a category drop down references a specific member of a group object (same as out-of-the-box incident detail).

When an option in the drop down is chosen, the corresponding detail screen is created in the detail grid. If another option in the drop down is chosen, the gird does not update, and then if the form is selected in the grid a JIT debugger error message occurs.
50918 Business rules trigger multiple times based on the number of new windows that have been opened.

Steps to reproduce:

1 create a business rule that sends an email if the status is changed from one state to another (it can be anything, it is not specific)

2 Open multiple windows (Ctrl-W)

3. On the last window open (or any window), change the status to trigger the business rule.

4. The business rule will execute for each window that was opened.
50003 Enhancement - Retrieve expanded attributes from Emails through FSMT Service Email Listener

Modify the Foundation FSMT Email listener to obtain the "SenderID" attribute as well as the "From" attribute from inbound emails.

This will allow customer to identify that Email approval responses were send on behalf of another person, or were sent by the individual.
44988 Error received when double-clicking an Incident from the dashboard. Key already exists. Parameter name: Key.
50058 Quick Actions when used against group only run for first item.

[Steps to Reproduce]

1. Create a QuickActions to add a new child object journal entry.

2. Make sure you tick 'Can be run for a group of records'

3. Run a search

4. Run QA for the set of search results

[RESULT]

Expected Result: Expect a new journal entry to be inserted into each search result returned.

Actual Result: Only the first item in result is updated.
48974 For the status field of an assignment, selecting a different value on the 'FORM View' does not reset the save button.

1 ) Log into ITSM as Admin / ServiceDesk Manager

2 ) Open an incident that has a task assigned.

* Note: The save icon is greyed out.

3 ) Select the Assignments Tab.

* Note: The save icon is now available even though nothing was changed.

4 ) Save the incident (even though nothing was changed)

5 ) Select the form view.

6 ) Change the status value.

* Note: The save button is not available even though the field has changed.

7 ) Tab out of the status field

[Result]

The save button is still not available.

Expected behavior: The application should recognize a change to the status field on the Form View.
50285 E-Mail Listener not populating Phone Number Field.

When an Incident is created via the E-mail listener, the Phone Number for the Customer Info does not get populated.

* Tested email listener with ITSM Demo - Worked

* Changed location on the Profile ID to "Valley Forge Test!!!" from "Valley Forge"

o Manually created an incident

? Incident populated with phone number and altered location

o Sent an email

? Incident populated without phone number and OLD location ("Valley Forge") appeared

? (Note: After clearing cache and resetting IIS, the email listener pulls in the altered value)

* Created a text box on Profile.Employee Object.

* Filled it in with a value (User's phone number)

o Manually created incident

? Incident populated with new fields phone and altered location

o Sent an email

? Incident populated without phone number and OLD location ("Valley Forge" appeared

? (Note: After clearing cache and resetting IIS, the email listener pulls in the altered value)
50051 When you have a logical field on a web perspective when its clicked it does not perform a web post back as expected.

[Steps to Duplicate]

1. Put a logical field on the web self service perspective of Incident

2. Set a field to be visible depending on that field

3. Commit

4. IIS reset

5. Log into web self service

6. Create a new Incident

7. Click the logical field

[RESULT]

Expected Result: When the logical filed is checked the field should be visible.

Actual Result: When the logical filed is checked the filed is never visible.
40833 Index was out of range. Must be non-negative and less than the size of the collection. Parameter name: index. User receives this error when clicking on a blank row from a dashboard grid. This was caused by incorrect sorting for Oracle resulting in blank rows in dashboard and search results.
49356 Update call quick action with Create for Editing enabled prompts for save.

1) Create a quick action that Updates an Incident. Quick Action >> Quick Action Center, New Quick Action, within Actions select Update Record and set an Category to anything, for example Desktop Configuration.

2) Select Create for Editing

3) Save this Quick Action.

4) Create a new Incident, fill out all the necessary values, run the Quick Action.

Expected Behavior:

The end user should not be prompted to save the incident

Received behavior :

-The application prompt for save appears.
49355 Update call quick action with save option checked still prompts for save. Change step 2 above to:

2) Select Create for Editing, Save, then deselect Create for Editing.
44206 Using e-mail listener with DefaultEmailTransformer.xslt generates wrong date/time stamps in non US region

The xslt-file transforms the e-mail correctly

SentDateTime and ReceivedDateTime = 10.08.2006 (dd.mm.yyyy)

After import into email object the time stamps are wrong: 08.10.2006 (see attached screen shot)
47547 Gauge part does not allow setting the refresh to anything other than 90 minutes.

1. Launch Smart Client and go to Dashboard Part Center.

2. Create a new part of type Chart and set the Refresh interval to anything other than 90 minutes.

3. Select Gauge and fill out the remainder of the part wizard.

4. Finish the configuration.

5. Edit the dashboard part and note the Refresh interval, change as much as you like it will always revert back to 90 minutes.
47065 Simple Search of Owner field defaults to a zero (0) and forces the re-select of Owner in order to search.

Simple Search of Owner field defaults to a zero (0) and forces the re-select of Owner in order to search.

Tested in 5.06 Gold DEMO.....

1. Launch IT Service Management Smart Client or on server.

2. Go to an Incident record.

3. Right-click>> Simple Search on the Owner field.

4. Note the value section has a zero (0) and will only accept numbers.

5. Have to reselect the Owner field in order to search for text.

Known issue in patch with workaround

51770

Issue - If you create a new definition set and then open an existing definition, not everything changes (new field not added to form) are included.

Workaround - If you open definition set directly (w/o opening new definition set first), all changes are included.


51771

Issue - When you change location of service for FSMT from localhost to another server, it does not stick.

Workaround - Location of FSMT service can only be on the same server as the application server.