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» ITSM 7.2 update released by FrontRange

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ITSM 7.2 update released by FrontRange

Written by Brian Huber on March 1, 2013, 11:16 am

FrontRange Solutions has just released the 7.2 update to its ITSM software. Users will be pleased to find many issues have been addressed and several key enhancements have been added. Below are the details, and you can always contact your Ticomix representative at 779-423-6200 if you have any questions or concerns about the updates.

ITSM 7.2 Release Notes

As of Release Version 7.2.0, ITSM has been rebranded as HEAT Service Management. Version 7.2 is a major feature release with major focus on enhancing the usability of the Service Catalog, extending on our workflow automation platform and improving the configurability of our core application components. Over 120 customer reported issues were also addressed with this release. High level list of enhancements include:

 

New Feature Descriptions

·         Multiple request items in one service catalog request offering

o    User can request multiple items

o   SDA can fulfill and multiple request item in a single request

o   Configuring fulfillment for Multiple Request Items

o   Configuring Task/Software Installation Catalog

·         Expand and Collapse Categories in Service Catalog

o Usability improvement to minimize scrolling (better visually) when there are many top level categories

o Only top level categories are shown by default

o Select category to browse subcategory

·         Full screen workflow editor in Service Catalog

o Usability improvement to have maximum work area for workflow designer within Service Catalog

o Open a new browser window from Request offering

o Optimize to show as much workflow content as possible

·         Data Mask and validation for common types

o Phone#, SS#, Email, URL

o Simply configure in Type

·         Ability to make attachment fields visible/required in Request Offering

·         Ability to customize color in self service & service catalog

o Limit to application frame

o Customize color

o Customize css file in SelfService\css\customization

·         Customizable Current User Function

o Similar to CurrentUserFunction in foundation

o Instead of using annotation, reference current user’s property by field name (from Profile.Employee business object)

o Only works with business object form (not Service Catalog Request offering)

·         Send Email Quick Action Enhancements in Web Platform

o   o Quick Action context can be specified to current object, child

o   o In the context of child, can reference to fields from parent. Syntax:

o   o Email address book function that can send email to User, Team, Contact Group

·         Security Enhancements for Dashboards parts and Saved Searches

·         Record count visible in tab titles

Other Notable Changes/Notes

·         Quick Action Editor is different

o  More features

o  Preview of quick action

o  Improved usability (more space. Use to be modal dialog)

·         Shortcuts for Templates

·         Change role without having to log off

·         Smart Client Template editor now display default sequence and allows override of fields sequencing

 

Issues Fixed

Issue

Issue Title

62008

When Send Notification QA fails, Status of Notification object does not reflect the Failure

69953

Button for quick action not executing via Web Client. {HOT ISSUE}

111666

FSMTService will intermittently stop processing inbound emails with the following Event Viewer error - Error occurred while connecting to the email server. Reason: [Collaboration Data Objects - [MAPI_E_INVALID_OBJECT(80040108)]]

136103

Associated Item Selector, AIS, data not visible after saving change to AIS selection

137232

Workflow using 'update' will only trigger once

139849

Unable to export a FAD through the FRS Application Administrator

140463

Service Catalog Service Offering save button should say submit.

142437

'CI Linked to Change' are sometimes not visible when scrolling through Problem records

144096

Cannot install on E drive if C drive does not have enough space

147561

Error when creating Saved Search (non Admin Role): You are not allowed to publish to selected Role

147970

Issues designing forms if the definition set window is not maximized.

149319

Modifying an existing request offering fulfillment workflow removes the output connection lines when saved

150437

Cannot rename top level tab if any national char is used.

151418

Survey responses grid and panel do not display any parent record data

151650

Multi tenancy for certain objects this works correctly and in others records cannot be constrained by OU (e.g. knowledge management, standard user team, announcements).

153415

Service Request with complex default values not working in Smart Client

153456

Field populates differently by how an incident is created in SelfService.

154057

Cannot specify the default font on a field that has Html support enabled.

154069

When basing Form Field Visibility off of a Business Object field, Visibility is ignored, and the actual Request cannot be saved.

154576

Escalation thresholds not displayed correctly in Escalation Level tabs.

155228

Tab visibility different depending on how an incident is created.

155236

Files not being removed from C:\Windows\Temp

155417

In a Quick Action, the font options do not stick for Global Values in an email action with HTML.

155418

Validating a field where the length is greater than the set value does not result in error. {HOT ISSUE}

155494

Is it possible to change "Save" and "Review & Save" to "Submit" and "Review & Submit " respectively

155841

Having trouble adding items to a form in a definition set.

156050

Field tab order on Request Offering form is not respecting Category Heading sections.

156343

When the user logs out licenses are not released and the customer is hitting the max count resulting in users unable to log in.

156845

Enable HTML removes required warning on field.

156938

Double click on the column width is not retained after client restart

156939

Paste as attachment only copies text if you copy text and pictures from Word

156943

Control with "Render Text Box as Label" is not read only if "HTML Support" is checked

156985

Statistics is spelled incorrectly - EVERY new knowledge article, all types, has the views # to 2. After saving the article, the # of views changes to 3

157466

Cannot change expiration date of passwords from default 100 day value.

157863

Cannot create a template associated with All

158091

Add index to Incident in out of box data

158172

The type initializer for 'SaaS.WebUI.ServiceCatalog.ValidationDataManager' threw an exception

158413

Unable to retrieve the Hours Of Operation name from linked SLA on Incident

158717

"Exception of type System.OutOfMemoryException' was thrown" {HOT ISSUE}

158958

Subject field in a Notification type Quick Action is limited to 100 Characters

159585

Word 'syntax' misspelled as 'sintax' in error messages.

159695

Users able to update Closed Incidents in Self Service when locale is French

159975

Search results inconsistent

160203

Self Service/AdminUI not displaying correctly in Google Chrome when using a zoom level

160320

When Autofillworkstation object, csv import quick action fails to import the csv file. is setup on owner field for CI.

161024

Date only field throws errors when partial entry for year is given and you tab out of a date field and try to save.

161187

cannot add personal quickactions to Incident toolbar

161245

Field validated from a list of values does not display values in drop down in a Template.

162473

Display resolution greater than 1280x1024 required for panel design in definition set.

162522

Windows task bar not showing when ITSM Client Window is maximized and Auto-hide enabled

162580

The calendar link on the tab is showing the calendar of the parent object

162583

Carriage Return / Line Feed in a Simple Calculation not working in autofil from Simple Calculation

162590

Grid customizations are not being remembered for validation objects

162593

Unable to select anything in the Drop down for flow direction when searching Emails in the client.

162608

Spellcheck available on 'unfocused' field and does not work as expected.

162813

drag & drop a QA-action from post-actions to main copies the action instead of moving it

162815

cannot clear date-value in filter

163006

Duplicate Sessions in the license server causing irregular license consumption.

163051

Incident number is not shown in smart client window title when Windows AERO is enabled.

163403

Hidden field on request offering displays in smart client after save.

163407

Request Offering Text, Number or Money field constraints aren't obeyed in smart client.

163480

Object reference error if Incident layout contains CIRoleTree

163483

Related incident tab does not dynamically refresh

163861

unknown function currentuserorganizationalunit is not supported in sql query

163867

Modifying search option with user prompt does not retain modified value.

164526

Word mail merge not exporting Completed tasks during the mail merge export

164838

Unable to override the default Incident Workspace Dashboard for the Service Desk Analyst Role

164905

The arrow for toggling between the dashboards is not working for ServiceDesk perspective

165211

Loading LotusNotes module breaks client functionality.

165316

Formatting is incorrect in notification action - going to new line before the field

165689

Customer Escalation: Request Offering populating one field when no value is selected.

165709

AutoDeploy client not displaying main window correctly when started first time

165802

Need to be able to use $(CurrentUserDepartment) in Searches in SelfService

165856

Customer Escalation: Service Desk Analyst Homepage Dashboard refresh is hanging the client.

165899

Font changed from Times New Roman 12 to Courier New 10 for notification fields after upgrade.

165947

When link ci.virtual server to an incident get duplicate key error

166011

'Text Field 1' error configuring auto fill on Request Offering.

166149

HTML Toolbar disabled from HTML enabled fields after upgrade to 7.1.3

166188

Customer requests the capability to relabel the buttons in Service Catalogue.

166327

Ability to make attachment field Visible/Required in Request Offerings

166371

Scheduled Job 'Ending At' drop down field hangs client.

166457

Expand and Collapse Categories in Service Catalog

166757

when using templates fields are not validated because they are not populated in appropriate order

166824

Carriage returns removed when using a Send Email quick action in html format.

166871

Due Date Target on Service Request incorrect when Breached or Closed {HOT ISSUE}

166975

Expression does not disable add attachment button from toolbar in self service

167020

Search for word "kassenlade" in knowledge article not being found

167237

SelfService user can modify incidents in closed status when using German locale

167335

Clients freezing after ITSM 7.1.3 upgrade from 7.0.2 with both smart client and click once. All clients affected.

167434

Data archive documentation

167527

Fields showing as Read Only on Assignment tab {HOT ISSUE}

167677

Client freezing during idle time and needs to be killed via task manager. {HOT ISSUE}

167813

Change Calendar eats memory and does not release until application is closed.

167870

Not all fields that are created in a service request show in the full client after upgrade to 7.1.4.

167899

Customer Escalation: Cannot add field to desired spot on form.

167901

AttachmentMigrationTool throws error: Login Procedure Definition for usertype not found in database.

167992

Certain tenant after they login using the Signet Service Desk user are unable to view any incident. Error:An unknown error occurred when communicating with the FrontRange Foundation server. {HOT ISSUE}

168058

AIS control on SelfService form displays drop down arrow when whole control should be invisible. {HOT ISSUE}

168118

Attachment cannot be opened from a closed record

168122

Knowledge Articles with HTML Rich Text are displayed incorrectly in Self Service

168172

Unable to use the value of 0 in a number field

168313

Customer Escalation: Task Assignment owner field not showing all users linked to team, only default team users shown.

200277

Index name too long error when committing typed link relationship

200325

System Function such as "Current User Team, Current User Info 1, Current User Info2" is missing in the constraint list in Self Service ITSM 7.1.4. that were available in 6x

200355

Customer Escalation: Smart client crashing when trying to log a new Service Request

200490

when using latest Google Chrome build the building blocks are not visible in the Workflow Editor

200495

No possibility to restrict creation of "Saved Searches" in Selfservice for any role

200667

Activity History records sorting gets scrambled when refreshing

200764

Outbound emails sent via Send Email Quick Action lose formatting since upgrading to 7.1.4

200956

No longer able to scroll in grids with up/down arrow keys

200960

Empty image control on form breaks ability to print form.

201183

Concurrency error: The Incident #### was modified by InternalServices since you opened this record

201469

Field validation only validating on part of an entered value

201584

Error when copying Request Offering: No Delivery Service Level Target was found for Target Variant ({recid})

201607

Incident Detail screen not updated when field is changed.

201733

Quick Action type of Send Email causing ITSM Premise Client to hang on Windows 7

201801

Spelling mistake in error message - Relationship spelt as "relationshop".

201885

Change Status is displayed in English instead of localized value

202442

Remoting API Example Application

202601

Customer Escalation: Arpege : Error saving data: Invalid column name 'ArpProduit_fr'.

202663

Object reference error when searching on Incident or Service Request with ProfileLink field

202749

Error: 'Login Procedure definition for usertype not found in database' when selecting database connection in Attachment Migration Utility

202754

LDAP import error after upgrade to 7.1.4 when Admin account has Roles as well as Admin linked to it.

203001

Labels in Self Service Service Request view not correctly translated into French

203035

Missing Lifecycle options in Role Object Permissions

203036

Unable to view/edit Survey in AdminUI

 

 

Brian Huber's picture
About Brian Huber

Brian joined Ticomix in 2003 and has over 20 years experience in technology and customer service. He is responsible for service delivery by Ticomix consultants and involved in project management. In addition to management responsibilities, Brian is involved in process consulting and needs analysis, with a particular focus on IT Service Management practices. Brian holds certifications including the highest available ITIL certifications (v2 Service Manager and v3 Expert), as well as a broad range of software product certifications.