Sostenuto 5.2 Release Notes

Transcription

1 Sostenuto 5.2 Release Notes Date: January 2017

2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Visit us at Enquiries e: welcome@sunrisesoftware.com t: +44(0) Page 2 of 35

3 C O N T E N T S Introduction 4 Obtaining the Installation Media 4 Obtaining User Guides 4 What s New in Sostenuto Integrated Reporting 4 Security Enhancements 4 Enhanced Expression Builder in the JRE Interface 7 Skype for Business Integration via Enabling WebChat 8 Settings in the HTML5 Interface 10 Templates 10 Common Thread Pool for the Application 12 Report Queuing 12 Schedule Rules Prevented from Stacking 13 Filter Performance Optimisation 14 Screen Performance Optimisations 14 Support for Java 8 14 Support for Tomcat Supported Versions of Apache HTTP Server 14 Supported Browsers 14 Database Versions 14 Hardware and Software Requirements 14 Migrating to Sostenuto Migrating the Database from Sostenuto Migrating the File System from Sostenuto Checking the Database Compatibility Mode 15 Making Backups 15 Migration Procedure 16 Installing Java 8 16 Installing Tomcat 8 16 Note for Users Upgrading from Releases before Sostenuto Upgrading to Sostenuto Migrating the Existing Sostenuto Database 17 After Migration 18 Restoring Configuration Data 18 Updating the JRE on Each Client Machine 18 Clearing the Java Cache on Client machines 18 Re-installing Web Start 20 Checking Workflow Configuration 20 Editing CSS Styles for Fields and Labels 21 1 Editing the CSS 21 Styles for Boolean Fields 21 2 Making the New Style Available in Screen Designer 22 3 Adding an Internationalised Name for the Style 22 Corrections 23 Known Errors 34 Third Party Licences 35 Page 3 of 35

4 1. Introduction Sostenuto 5.2 provides enhancements to application security, Filter criteria and the Integrations function, together with new settings areas for managing attributes and modifying system-generated templates. It also corrects a number of minor issues which are described in detail at the end of the Release Notes. You can migrate to Sostenuto 5.2 from Sostenuto 5.0 or later Releases. If your current installation is earlier than 5.0, you must upgrade to Sostenuto 5.0 before migrating to Sostenuto 5.2. Obtaining the Installation Media To obtain the Sostenuto 5.2 media please contact the Sunrise Service Desk for a URL. The Sostenuto 5.2 upgrade software can be found in the Installation folder of the Sostenuto 5.2 Migration from 5.0x media. T: +44 (0) E: support@sunrisesoftware.com Using the URL provided, download the installation media and save it locally. Obtaining User Guides Your initial download of Sostenuto included a complete set of guides for that Release and configuration. Each time you upgrade to a later Release, you should obtain the latest guides for your configuration in order to understand and make the best use of all the available features. Some guides are included in the Documentation folder of the Sostenuto 5.2 upgrade media. You can get user guides from the following places: The Sunrise website. Log in then select the Wiki tab in your dashboard to see all the guides you can download. The Sunrise Service Desk (see above) will be able to advise you about specific user guides. What s New in Sostenuto 5.2 Integrated Reporting Internal report generation has been modified to lighten the CPU overhead encountered when running large reports by setting report threads to a low priority. This yields resources by giving priority to any user requests while the report is being generated. Security Enhancements Some minor improvements have been made to provide greater security over potential external security vulnerabilities, including SQL injection and cross-site scripting. These changes have been implemented within the core product code. In addition, further steps can be taken through modifications specific to the web/application server that the application is hosted on. These optional features should be considered and applied according to an organisation s understanding of the risks, as they can add overheads to processing time. Cross Site Request Forgery (CSRF) Cross Site Request Forgery allows an attacker to trick a user into carrying out an action using their loggedin account. This attack is where the user's browser is tricked into loading a page or performing an action maliciously, spoofing a legitimate request generated during normal usage of the application. This happens because the web browser will automatically send the session cookie with any interactions with the target web site. Page 4 of 35

5 A new filter has been added to provide CSRF protection mechanism for all submissions to the application. The filter is configured by the following entries in the web.xml file: <filter> <filter-name>csrffilter</filter-name> <filter-class>com.sunrisesw.puma.request.csrffilter</filter-class> </filter> <filter-mapping> <filter-name>csrffilter</filter-name> <url-pattern>/ajax/*</url-pattern> <url-pattern>/signup</url-pattern> <url-pattern>/register/*</url-pattern> <url-pattern>/susers/*</url-pattern> <url-pattern>/scontacts/*</url-pattern> <url-pattern>/musers/*</url-pattern> <url-pattern>/mcontacts/*</url-pattern> </filter-mapping> Note: Any additional Account Profiles configured on the target system, for example for Company or Partner logins, should also be added as separate url-patterns, depending on the Sostenuto configuration. Reflective Cross Site Scripting (XSS) Via POST Method Cross-site scripting, otherwise known as XSS, is a flaw where an attacker injects malicious code into a web application, with the aim of that malicious code being sent to other users and rendered within their web browser. While XSS is tricky to successfully exploit, a new filter has been added to the web.xml file to adequately sanitise and filter all user inputs. The filter is configured by the following entries in the web.xml file: <filter> <filter-name>esapifilter</filter-name> <filter-class>com.sunrisesw.puma.request.esapifilter</filter-class> </filter> <filter-mapping> <filter-name>esapifilter</filter-name> <url-pattern>/ajax/*</url-pattern> <url-pattern>/signup</url-pattern> <url-pattern>/register/*</url-pattern> <url-pattern>/susers/*</url-pattern> <url-pattern>/scontacts/*</url-pattern> <url-pattern>/musers/*</url-pattern> <url-pattern>/mcontacts/*</url-pattern> <url-pattern>/servlet/forgot</url-pattern> <url-pattern>/servlet/change</url-pattern> <url-pattern>/servlet/reset</url-pattern> </filter-mapping> Note: Any additional Account Profiles configured on the target system, for example for Company or Partner logins, should also be added as separate URL-patterns, depending on the Sostenuto configuration. Cookie Not Set with 'Secure' Flag An attacker can trick a user into visiting the HTTP (i.e. not using SSL) version of the site, and intercept their cookie. Browser cookies can be tagged with a Secure keyword to increase security and any cookie with the Secure flag set will not be transmitted by the browser over unencrypted channels such as HTTP. This prevents the cookie from being intercepted. Page 5 of 35

6 This flag can be set on all cookies containing session tokens on HTTPS sites by adding the following entry to the httpd-ssl.conf and/or httpd-ahssl.conf file. # Rewrite any session cookies to make them more secure # Make ALL cookies created by this server are HttpOnly and Secure Header always append Set-Cookie "HttpOnly;Secure;" HTTP Strict Transport Security (HSTS) Header Not Set HTTP Strict Transport Security, otherwise known as HSTS is a security mechanism where a web server can set a specific header within the HTTP web server responses that forces complying web browser user agents to only communicate over a secure HTTPS connection. This helps defend against man in the middle (MitM) attacks such as SSL-stripping, where an attacker could force a victim to use the unencrypted HTTP protocol while forwarding the data to the real server, encrypted. This flag can be set on all cookies containing session tokens on HTTPS sites by adding the following entry to the httpd-ssl.conf and/or httpd-ahssl.conf file. # Guarantee HSTS for 1 Year including Sub Domains Header always set Strict-Transport-Security "max-age= ; includesubdomains" Page 6 of 35

7 Enhanced Expression Builder in the JRE Interface In Sostenuto 5.2 the Conditional Expression Builder used by the Filter Manager in the Java Interface has been enhanced to include Current Account and Current Group functions in the list of fields on the lefthand side of the expression. This increases the flexibility of filtering records so that users only see records specific to their Account, Group, or based on other criteria. For example, some businesses require that some Accounts may see only their own records, but other Accounts see everything for their department, while others see everything for their company. If you create an expression in an Incident Filter such as Current Account.Contact Profile.DepartmentID IS EQUAL TO DepartmentID the Incident.Contact association will match the Department ID in the Current Account s Contact record with records in the Incident Service that contain the same Department ID. Therefore the Account will only see the Incidents for their own Department. As another example, Accounts could have access to a Filter with the criteria Current Account.Contact Profile. Address IS EQUAL TO Address...which would match the Contact s address and display Incident records associated with that address. Therefore those Accounts only see their own records, and not everything for their company. Filter security can then be used to grant rights to the appropriate Filters according to need. To create the criteria above: 1 Select the Field Configuration tab in the Filter you want to edit. 2 Click Edit in the Field Criteria panel, to display the Criteria screen. 3 Select Current Account in the list on the left. This will display the Account Detail field below the list. 4 Click the browse button in the Account Detail field to display the Account Properties popup. 5 Select the appropriate profile in the Account Profile column. 6 Select an attribute in the Properties column. Figure 1: Refine the Current Account criteria 7 Click OK to add the attribute to the field. The Account Detail will show the field and its attribute: 8 Select IS EQUAL TO in the middle list. 9 Click the FIELD button then select from the right-hand list. 10 Click Add to add the criteria. Page 7 of 35

8 Figure 2: The criteria show the Association that is matched in the filter For more information about creating Filters see the Filter Manager in the System Management User Guide. Skype for Business Integration via Enabling WebChat In Sostenuto 5.1 the Integrations module was introduced to enable customers to integrate JavaScript chat clients with Sostenuto. Sostenuto 5.2 now allows configured chat integrations to be deleted, and new ones added. Sostenuto 5.2 also extends this integration by adding Skype for Business (formerly called Lync) via integration with Enabling WebChat ( so that users can communicate directly with their Service Desk while using your Sunrise solution. You can add a maximum of one JavaScript and one Enabling WebChat chat client in each instance of Sostenuto. If you try to add a second Chat client an error message will be displayed when you try to save it. To add a JavaScript or Enabling WebChat chat client: 1 Select the Integrations module in My Sunrise. 2 In the Manage Integrations screen, select Add Chat. Page 8 of 35

9 Figure 3: Screen Position defines the position of the Chat Now tab on the screen 3 Name: Enter the name of the Chat. 4 : It s a good idea to include the Chat service s URL here. 5 Enable: Set to YES to make the Chat client available to the selected Groups. 6 Chat Type: You may select one chat client of each type : JavaScript Chat: Any chat client that uses JavaScript Enabling WebChat: Skype for Business/Lync. When you select this, the Screen Position field enables you to select where the Chat Now tab will appear on the screen. Figure 4: The Chat Now tab 7 Permitted Groups: Click in the field to select each Group that may use the Chat facility. 8 Embed Script: Paste in the code snippet provided by the Chat client and save your changes. When a user selects Chat Now at runtime, it opens a new browser window showing a landing page where they can communicate with their Service Desk s using Skype. Each landing page can be customised using the Enabling WebChat portal. Figure 5: This is where you contact the Service Desk Page 9 of 35

10 Settings in the HTML5 Interface Previously the settings for system generated s were duplicated across the password-config.xml and system.xml files. In Sostenuto 5.2 these settings have been consolidated and migrated to the database, and the new Settings are managed within the System Settings module. You can choose which of the defined packages will be used along with any CC or BCC options. Changes to the settings take effect immediately without having to restart the application. Figure 6: Use the settings for standard system-generated s The names of any servers are stored in the interfaces.properties file at \Tomcat [version number]\webapps\sostenuto\web-inf\classes\settings\sostenuto. Note: These settings only apply to the system generated gamification alerts, invites, reminders and forgotten password messages. Notifications generated using Event or Schedule Rules continue to have their details specified within the Notification Rule Entry itself. Templates In Sostenuto 5.2, the templates for new user invitations, reminders, forgotten password and gamification notifications, have been incorporated into the System Settings area so that they can be edited and updated without the need to restart the system. The templates are supplied ready for use. You can edit the contents but you cannot delete or copy them. To edit a template: 1 Select System Settings in the Service Navigation Bar. 2 Select Templates in the Configure System Settings panel. 3 Template Name: Use this field if you want to customise the Template's name. When you click Save the template's name will be updated in the database. 4 Subject: Update the Subject if necessary. Page 10 of 35

11 5 Message: Each Template is supplied with a standard message which you can customise. Variable information such as account names is denoted by tokens (for in the Message text above). Each Template uses a defined set of tokens, and these are listed below the Subject field. A full list of Templates and their tokens is shown below: Forgotten - User's account - URL of the password reset request Invite a new - name of new - URL of Invitation screen Inform participants when no-one has won a Challenge - User's account - Challenge award s name Inform user who was eligible for a Challenge but did not take - Challenge award s - User's account Winner s account Winner s Displays a score or an average depending on the type of Challenge Inform a participant of Challenge - Name of the Challenge - User's account - User's ranking in the Hall of - User's - Winner s account - Winner's - Displays a score or an average depending on the type of Challenge Inform a user that they have won a Challenge AND achieved bonus User s account - Challenge award s - User's - Displays score or average depending on the type of - Number of bonus points won Inform a user that they have won a - name of - name of - recipient's - winning score/average Page 11 of 35

12 Common Thread Pool for the Application Previously, different modules within the system created and managed their own thread pools, causing a proliferation of threads for a given instance. Since some modules created and destroyed threads as required, it could result in too many threads for a very busy system. In Sostenuto 5.2 a separate thread pooling mechanism has been implemented, in which Runtime and System threads are independent of each other. At migration a new SYSTEM_THREAD_COUNT property, has been added to the S_SYSTEM_PROPERTIES table. The thread pool mechanism operates as follows: 1 The system uses the System thread pool for core system functions that cannot be delayed. 2 The system uses the Runtime thread pool for system behaviour that can be delayed/queued, to minimise resource consumption. The S_SYSTEM_PROPERTIES table includes a new RUNTIME_THREAD_COUNT property, with a default value of 25. The system processes only the number of reports specified by the RUNTIME_REPORT_COUNT on one server at any given time. See Report Queuing, below. 3 The system will use the normal thread pool for the remaining functionality. The table below summarises thread pool usage. System thread pool Runtime thread pool User thread pool Licensing Schedule rules Login Notification Reports Add Synchronisation Gamification (Experience tiers) Filters Ticker Tags Event rules Gamification (runs at midnight) 4 On a load-balanced system, the number of threads being executed is equal to the number of servers available in the cluster multiplied by the thread count. Monitoring Thread Pool Usage Administrators can monitor usage of the thread pools by editing the WARN setting for the Sostenuto module in the log4j.properties file. 1 Navigate to the log4j.properties file in [Sostenuto directory]\web-inf\classes. 2 In Logging options for Sostenuto module change WARN (highlighted below) to INFO. This will cause the thread pool information to be displayed in the log. Report Queuing Previously in Sostenuto, the system queued reports separately from other system tasks. Sostenuto would attempt to run each report as soon as it was submitted, regardless of any other thread pools. The reportthreadpoolsize parameter in the system.xml file defined the number of threads designated for reporting. In Sostenuto 5.2, reportthreadpoolsize is no longer used because reporting threads will be processed in the Runtime thread pool. RUNTIME_REPORT_COUNT in the database controls the total number of reports that can run in parallel (default maximum value = 2) and reports are now added to the same runtime queue as other system tasks. Page 12 of 35

13 RUNTIME_THREAD_COUNT = the total number of threads the system will handle at one time (default value = 25). The order of processing on each server is decided by comparing the RUNTIME_REPORT_COUNT and the RUNTIME_THREAD_COUNT. For example, if RUNTIME_REPORT_COUNT < 2 and RUNTIME_THREAD_COUNT = 2, when a Schedule Rule and a report are fired both will run. When more rules and reports are launched, the later reports will be queued. The second schedule rule will not fire until the previous rule has finished executing, as explained in Schedule Rules Prevented from Stacking (below). Schedule Rules Prevented from Stacking Previously in Sostenuto: if a schedule rule cycle took longer than the schedule rule interval, the schedule rule cycles tended to stack up resulting in incremental increase in resource utilisation. For example, a schedule rule is configured to run on each System Request at one-minute frequency. The rule takes 5 minutes to complete a cycle, but new rules keep firing at one-minute intervals so that they are stacking up by the time the first rule completes its cycle. Over time the number of stacked rules increases, incrementally increasing resource utilisation, as shown below. Figure 7: Behaviour before Sostenuto 5.2 In Sostenuto 5.2 this behaviour has been regulated: schedule rules will now run at a set interval based on the rule frequency. If the run takes longer than the given interval then it will no longer adhere to the schedule rule start date/time and frequency. Example 1: 1. Schedule rule set to Start at 12:30pm and run EVERY 10 MINUTES after. 2. Rule gets triggered at 12:30pm 3. Rule takes 5 minutes to complete Run 1 4. Rule gets triggered at 12:40pm 5. Rule takes 13 minutes to complete Run 2 6. Rule takes 5 minutes to complete Run 3 7. Rule takes 5 minutes to complete Run 4 Expected: Rule has not completed Run 2 before 12:50pm so Run 3 will start at 12:53pm and Run 4 will start at 1pm Actual: Run 2 completes at 12:53pm, Run 3 starts at 12:53pm, Run 4 starts at 1:03pm. Figure 8: Behaviour in Sostenuto 5.2 Page 13 of 35

14 Filter Performance Optimisation Filters are constantly being updated by schedule rules, and this affects the time it takes users to navigate back and forth through a filter. Previously the system would not populate filters with uncommitted data; that is, data that had been changed but was not yet saved to the database. In Sostenuto 5.2 the system has been amended to run filter queries using the READ_UNCOMMITTED transaction isolation level, which allows the queries to return partially committed data instead of waiting for the user transactions to be committed. When combined with the regulation of schedule rules (above), this should benefit high transaction systems where many users and/or schedule rules frequently update records and affect the processing of filter queries. Screen Performance Optimisations Previously, the screens for the HTML interface were created from scratch by fetching the screen details from the database every time a screen was requested. This added to the response time for all the transactions and was especially visible for transactions which were already slower. In Sostenuto 5.2 the following changes have been made to optimise performance. Screens are cached so that they don't need to be created every time users request them, thus improving the time required for rendering. This has also improved the performance of slower transactions like Add SRR. The front-end logic has been optimised in the following ways to improve performance when rendering the Details screen: Only the fields required for display on the screen are fetched from the database. This improves performance, especially for services with very large number for fields. Support for Java 8 Sostenuto 5.2 has been qualified for deployment using Java 8 Update 112 SDK and JRE from Oracle. Support for Tomcat Sostenuto 5.2 has been qualified with the latest available versions of Tomcat 7.0 and Tomcat 8.0. We recommend using Tomcat 8.0 (and Java 8) for new installations but we continue to support Tomcat 7.0 for existing customers. Supported Versions of Apache HTTP Server Sostenuto has been tested and qualified for load balanced deployment using Apache HTTP Server v2.4 and v2.2. Apache HTTP Server v2.2 is now quite old and seen by some companies as a potential security risk. Supported Browsers The Sostenuto 5.2 HTML interface is qualified for use on Microsoft Internet Explorer 11, Microsoft Edge, Google Chrome, Mozilla Firefox, and Apple Safari. The Java interface is qualified for use on Microsoft Internet Explorer 11 or Mozilla Firefox. Database Versions Sostenuto 5.2 supports Microsoft SQL Server 2008 R2, SQL Server 2012, SQL Server 2014 and SQL Server 2016, including SQL Reporting Services. See the Sostenuto Hardware and Software Configuration Guide for supported versions. Hardware and Software Requirements Hardware and software requirements vary depending on your deployment. See the Sostenuto Hardware and Software Configuration Guide for the specifications for your particular environment. Page 14 of 35

15 2. Migrating to Sostenuto 5.2 Migrating the Database from Sostenuto 5.0 You can migrate the database from Sostenuto 5.0+ to Sostenuto 5.2. If your database is earlier then Sostenuto 5.0 you must migrate it to Sostenuto 5.0 before attempting to migrate to Sostenuto 5.2. Migrating the File System from Sostenuto 5.0 Sostenuto 5.2 is available both as a new installation and as an upgrade to existing 5.0+ installations. You can migrate the file system from Sostenuto 5.0+ to Sostenuto 5.2. Checking the Database Compatibility Mode Note that you must set the database s Compatibility Mode to 2008 or later, because earlier versions are not supported and you cannot run all the necessary scripts against them. Figure 9: Select a Compatibility Level of 2008 or later To view and update the Compatibility Mode: 1 Locate the database in SQL Server Management Studio. 2 Right-click on it and select Properties from the menu options. 3 Select Options in the Database Properties screen. 4 Ensure that Compatibility Level is set to SQL Server 2008 or later. 5 Save the change. Making Backups 1 Stop the Apache Tomcat Service if it is started. 2 Back up the Sostenuto database. 3 Back up the C:\Program Files\Apache Software Foundation\Tomcat 8.0\webapps\Sostenuto directory. Page 15 of 35

16 Migration Procedure The instructions below explain how to migrate a Sostenuto instance from Sostenuto 5.0 or later to Sostenuto 5.2. The examples are for a Sostenuto instance in a 32-bit location. Installing Java 8 If you do not have Java 8, you will need to update your current Java version to Java 8 and your Apache Tomcat 7 to Tomcat 8. Follow the instructions in the Sostenuto 5.2 Installation Guide for Installing the Java JDK and Replacing Policy Jar Files. Installing Tomcat 8 Before installing Tomcat 8, you must uninstall Tomcat 7. 1 In your computer s Start menu, select Control Panel > Programs > Uninstall a Program > Apache Tomcat 7.0 Tomcat 7. 2 Click Uninstall/Change to launch Apache Tomcat Uninstall. 3 When prompted to remove all files, click Yes. 4 To install Apache Tomcat, follow the instructions in the Sostenuto 5.2 Installation Guide. 5 Now restore the Sostenuto folder from the Sostenuto directory backup into C:\Program Files\Apache Software Foundation\Tomcat 8.0\webapps. 4 In \webapps\sostenuto\setenv.bat, update the references for jdk to jdk1.8.0_ The setenv.bat file should now contain a new setting which was added in Sostenuto 5.1. PORT shows the Tomcat server s port number. If this line is not present or your system does no use port number 8080, please add the line to the file and update the port number. Save your changes. Figure 10: Example of SOSTENUTO_PORT setting 6 Finally, check the following Tomcat settings: You may want to change the Session timeout at Apache Tomcat Server level from its default value of 30 minutes. See C:\Program Files\Apache Software Foundation\Tomcat 8.0\conf\web.xml. If your installation uses load-balancing, update the jvmroute setting in the server.xml file with the Tomcat server s unique route ID. See the Sostenuto Installation Guide for full details of each of these settings. Note for Users Upgrading from Releases before Sostenuto 5.1 Previously in Sostenuto,.jar files were stored in the Sostenuto\lib and Tomcat\lib folders, but in Sostenuto 5.2 all the.jar files will be held in the Sostenuto\lib folder. As a result, immediately after upgrade Tomcat\lib and Sostenuto\lib will both contain versions of the same.jar files. Duplicate and obsolete.jar files will be deleted by cleanup.bat when you upgrade to Release 5.2, as explained below. Upgrading to Sostenuto 5.2 The upgrade folder contains all the software for both Sostenuto interfaces, Sunrise Mobile, Iguana and Chameleon. 1 Extract the Sostenuto -5.2-upgrade-Java8.zip file into the C:\Program Files\Apache Software Foundation\Tomcat [version number]\webapps\sostenuto folder. Page 16 of 35

17 2 To delete duplicate and obsolete.jar files, open a command window in the computer s Start menu and type cd followed by the pathway to the Sostenuto directory, for example: cd C:\Program Files\Apache Software Foundation\Tomcat [version number]\webapps\sostenuto. 3 Execute cleanup.bat in the command window. This will remove old versions of the.jar files from Sostenuto\lib, and delete from Tomcat\lib all the.jar files that are now found in Sostenuto\lib. Migrating the Existing Sostenuto Database Existing Sostenuto 5.0 databases must be migrated to the latest version. To complete the migration of the database, follow the steps below. 1 Ensure that the C:\Program Files\Apache Software Foundation\Tomcat [version number]\webapps\sostenuto\setenv.bat file shows the Java path, Sostenuto installation path, the port number of the Tomcat server and the Sostenuto web app name. 2 If you are configuring Sostenuto for NT authentication and didn t log in as the desired user account (the account to be used for NT authentication), right-click on the migration.bat file to see the context menu shown below and select the Run as different user option. In the Run as different user screen, enter the User name and Password of the desired user account and click OK. 3 Open a command window in the computer s Start menu and type cd followed by the pathway to the Sostenuto directory, for example: cd C:\Program Files\Apache Software Foundation\Tomcat [version number]\webapps\sostenuto. and execute the migration.bat file. A progress bar is displayed during migration and this message should be displayed once migration is completed: The migration log can be viewed in the location specified in the log4j.properties file. 4 If you have multiple instances of Sostenuto, return to the start of the Migration Procedure (page 15) and repeat the migration procedure. Page 17 of 35

18 After Migration Note that the migration process clears the existing password tracking history data. If your installation is configured for Single Sign On (SSO) or load-balancing, check the contents of the httpd.conf.file. Restoring Configuration Data To clear the Tomcat cache, delete the folder C:\Program Files\Apache Software Foundation\Tomcat [version number]\work\catalina\ localhost\<instance-name>. Pagination information for the HTML5 Interface is held in the paging.properties file in C:\Program Files\Apache Software Foundation\Tomcat 8.0\webapps\Sostenuto\WEB- INF\classes\settings\sostenuto. If your pagination information has been customised, you will need to copy your settings from the config.xml file into the paging.properties file. Migration overwrites the web.xml file in \[Sostenuto Application]\WEB-INF and comments out the two sets of references to Iguana and Mobile. Uncomment these references if you use Mobile or Iguana. If the web.xml file has any extra access points (for Customers, Third Parties, etc.), you will need to edit the file to add them again. Please do not replace the file with your backup as there are new options included within the upgraded file. Finally, restart the Apache Tomcat Services. Updating the JRE on Each Client Machine Sostenuto 5.2 can only run on Client machines which have the correct JRE installed. If the correct JRE is not present on a Client machine, a prompt will be displayed when you attempt to run Sunrise, asking permission to run the correct version. Click one of the Allow options to continue. Clearing the Java Cache on Client machines Before upgrading to Sostenuto 5.2, you should clear the Java cache and the temporary files on each client machine. Clearing the Java cache forces the browser to download the latest Client_Sostenuto.jar to the client machine; otherwise, the new Sostenuto version will try to run with the older Client jar. It only needs to be done once, when a new version is deployed. You do not need to clear the Java cache after upgrading Sostenuto Web Start because it automatically downloads the latest client JAR after an upgrade. Page 18 of 35

19 5 Select Java from the Windows Control Panel menu. The Java Control Panel will be displayed. Figure 11: Select the Settings button 6 Click on the Settings button. The Temporary File Settings screen is displayed as shown below. Figure 12: Ensure that Keep temporary files on my computer is not checked 7 To clear the Java cache click on the Delete Files button. Figure 13: Ensure both boxes are checked 8 Click OK then click the OK button in the Temporary File Settings dialog box. 9 In the Java Control Panel click the OK button. Page 19 of 35

20 Re-installing Web Start If the Sostenuto Client is being accessed via Web Start, this must be uninstalled and re-installed to work with the updated version of Sostenuto 5.2. Please refer to the Sostenuto Installation Guide for details of installing Web Start. Checking Workflow Configuration Migration writes workflow information into the database. After logging into the Sunrise HTML5 interface, go to My Sunrise > Manage Operations and check the Summary screen for each Service. Each Operation should have a green tick in the Workflow Status column, showing that the workflow is correctly configured. If a blue cross is displayed, edit the Operation and click its Workflow Rules tab. The system will automatically insert a default entry within this tab. Click the Update Entries button to configure the workflow. This ensures that the operations will work correctly at runtime. Page 20 of 35

21 3. Editing CSS Styles for Fields and Labels Sunrise comes with a large number of styles for fields and labels on runtime screens. If you wish to add more styles, follow the steps below. 1 Editing the CSS The labels-and-styles.css file in \sostenuto\resources\sunlight\css\custom is where you edit an existing style or add a new one. It contains definitions of all of the styles you can apply to fields and their labels. Within this file the styles are grouped by function, i.e. background, border, label and Boolean. For example: css-field-orangebg-black {background-color: #f3ab40!important;font-weight: bold;color: #333333!important;} You can use standard CSS properties to modify these styles but care should be taken on modifications. Styles for Boolean Fields Boolean fields have specific styles. Due to their nature they must be configured separately from the styles that are applied to other fields. CSS styles for Boolean fields require more configuration and must contain a style relating to on, -off and padding in order to work correctly. You must use the!important CSS properties for colours, in order to override the default styles applied to the components. For example:.css-boolean-orange-on { } background-color: #f3ab40!important; color: #333333!important; font-weight: bold!important; background-image: none!important; /* recommended */ -moz-border-radius: 4px; -webkit-border-radius: 4px; border-radius: 4px; /* recommended */.css-boolean-orange-on label { text-shadow:none;} /* recommended */.css-boolean-orange-off { background-color: #b2b2b2!important; color: #333333!important; font-weight: bold!important; background-image: none!important; /* recommended */ -moz-border-radius: 4px; -webkit-border-radius: 4px; border-radius: 4px; /* recommended */ }.css-boolean-orange-padding { background-image : none!important; /* recommended */ } Page 21 of 35

22 2 Making the New Style Available in Screen Designer When you add a new style to the labels-and-styles.css file you must also add it to a JSPF file so that it can be available in the Screen Designer. Edit the file css-custom-labels-and-fields.jspf located in \sostenuto\ WEB-INF\jsp\sunlight\style and add a new line for the new style containing the name of the class. For example: <span data-style="css-field-orangebg-black"></span> or <span data-style="css-boolean-orange"></span> Note: You do not need to specify the on, -off or padding class for Boolean fields. Only the main parent class is required. 3 Adding an Internationalised Name for the Style Finally, add translations for the name of the new style into the screens_en.properties file located in \ WEB-INF\classes\resources\sunlight. Use the following format: css-field-orangebg-black=light Orange Background Once all edits to screens_en.properties are complete, save the files and restart the web application for the changes to take effect. The new styles will be available in Screen Designer. Note: The only reason you need to restart the web application is to pick up the translation entries. Changes to the CSS and JSPF will take effect immediately when you refresh the screen within Screen Designer. Page 22 of 35

23 Corrections This section details the corrections that have been included in this release. Issue No.: PRB Forgotten password case sensitivity On the password reset screen, the user must type a "Secret Question" answer into a text box. By default this is the Address of the account. This field is case-sensitive, which can cause issues when the first letter is capitalised. The validation question input field is no longer case sensitive. Issue No.: PRB Named Licences not releasing in load balanced environments A named licence user closes the client window without logging out. When they attempt to log back in, they are load-balanced to the other server. They are told that the licence is already in use, do they want to terminate the other session. If they click Yes, it still says the licence is in use. The closed session stays on the other load-balanced Tomcat until it times out. during this time the user is unable to log back in. Resolved by a code fix. Issue No.: PRB Capitalisation in Association Search Results When searching via a Search and Select, such as for Contacts. If you search on a single letter, the result will show ALL the found letters in the same case as the first letter found. For example, if the first occurrence is a capital letter they will all be capitals. The search letter does not change the letter case shown in the results. Issue No.: PRB Mailto links open in new tab as well as in an When you click on a Mail To link in the HTML interface it will open up a new but it also opens a new tab in the browser. This affects the Chrome browser. No new tab opens, only the client window. Page 23 of 35

24 Issue No.: PRB Priority field not updated when on edit screen If the record s Priority field is on the edit screen and a preset solution is selected which updates it. The priority field will not update when record is saved, instead it will revert back to the value it had when the call was logged. The new Priority value is saved correctly. Issue No.: PRB Unable to use Preset Solutions after attaching a file in a popup screen When you have an attachment field on a popup screen with a Preset Solution on screen. If you add an attachment then attempt to select a Preset Solution, the blue waiting circle will spin without showing the dropdown. If you select the Preset Solution then attempt to add an attachment, this works as expected. You can now select attachments then select a Preset Solution. Issue No.: PRB Dynamic search - unable to search when using special character When logging an Incident. When you start typing an Item name which includes a left-hand bracket, the list of Items stops displaying. The only remedy is to navigate away from the Incident and come back to it. It is now possible to search using special characters. Issue No.: PRB Not all accounts that belong to a group are visible when viewing a group Before Release 5.0 you could only view an account in the account summary if it existed in the S_REGISTRATION table. However, when you view a group in the HTML interface it only shows the accounts that exist in the registration table, but when you view any account it shows that it belongs to the group. In the HTML Interface, the Manage Groups screen now lists every account belonging to a group. Issue No.: PRB Updated Zone field not updated in history tables on creation of the service history record. The field in Service Request History tables does not get set on creation. This can cause issues for SQL reports that join the S_TIMEZONE_L table to resolve the time zone name. UPDATEZONE is now updated correctly. Page 24 of 35

25 Issue No.: PRB Contents of description field lost when trying to add a new incident When you add a new Incident including a, then click on Add Incident from within the record, the first new record has lost its when you return to it. The data is no longer lost when you select the Add operation. Issue No.: PRB Unable to add sublist field to preset solutions in the HTML interface When you try to add sublist fields to preset solutions in the HTML interface, nothing happens when you click Save. Existing entries will have the first option saved for each of their sublist levels. Issue No.: PRB Trigger on S_FILTER prevents filters from updating In the database, the Fillterupdate trigger on the sunrise.s_filter table stops the filter being updated. The trigger has been deleted as it was no longer required. Issue No.: PRB The Is Mandatory Validation Rules do not force selection of associated fields If you make an associated field mandatory you can type any text into this field and submit the record, although you should only be able to select an associated record. This means that no association is created and these fields will be blank in Sostenuto. You must select associated records in mandatory associated fields. Issue No.: PRB An extra apostrophe is added to field when inviting a user When inviting a user in the HTML interface. If the address contains an apostrophe, an additional apostrophe is added after submitting the record. This makes the address incorrect so that the invitation will not send correctly. No extra apostrophe is added, so the is sent correctly. Issue No.: PRB Rich Text fields lose formatting on View screen Where rich text fields are used, formatting such as bullet points is not shown on the View screen. Formatting now appears correctly on View screen. Page 25 of 35

26 Issue No.: PRB Licence consumption incorrect After a time the system seems to max out on the number of licences available. However the licence manager does not show this, nor are excess sessions shown in the SUNRISE.S_ACTIVE_SESSIONS table. As a result, sometimes no account can log into the system (not even the default administrator), and you get a prompt saying there are insufficient licences. Licence information on one server is made available to all servers immediately. Issue No.: PRB Unable to upload large attachment on HTML interface Setting <max-file-size> </max-file-size> (100mb) in system.xml does not allow files up to 100Mb to be uploaded. They continue to say "uploading" but never completes. You can now upload large attachments in the HTML interface. Issue No.: PRB Unable to set Boolean fields to False on the Edit screen You cannot set a Boolean field to False on a record s Edit screen. When you save the record the field reverts back to True. If the field was set to False when the record was added, you can successfully change it from False to True. You can set a Boolean field to False and save the value. Issue No.: PRB Microsoft Edge unable to load screens with Boolean fields After updating to the latest version of Edge in the Windows 10 Anniversary update, Microsoft Edge browser cannot load record screens. It seems to be linked to Boolean fields being on the screen. It locks up the browser so that you cannot move from the screen or access any other tabs. Microsoft Edge now loads screens successfully. Issue No.: PRB My Reports in the HTML Interface not displaying Sub-Report Task Filter information When you create a details report that includes a sub-report using a task filter it will not run successfully. If you run this kind of report the chosen sub-report task filter only displays Task ID field as a value in the resulting report. This is incorrect as the report should show all the fields from this filter that are selected in the sub-report. It is also inaccurate because these tasks filters do not show Task ID as a field. The sub-report now displays the correct fields. Page 26 of 35

27 Issue No.: PRB Serial.txt File missing from Sostenuto 5.1 build. This issue only occurs in a fresh install of the system, because the serial.txt file located in WEB-INF\classes\settings\common is not present in the 5.1 install build. This file is required while encrypting the password details for Authentication manager. Without it, LDAP connections cannot be created in fresh installs of Sostenuto 5.1. It causes the following error in the Sostenuto log: Unable to encrypt the requested data and Array index out of range. The Serial.txt file is now included in the Sostenuto 5.2 install package. Issue No.: PRB Can't update account if the 'Inherit properties from primary group' is False. When updating an account in the HTML interface. If the 'Inherit properties from primary group' check box is set to False the account cannot be updated. The account can still be modified from the JRE Interface. This was caused by a concurrency exception. You can now update the account without issues. Issue No.: PRB Migration to Release 5.0 fails if a service has more than one association to the same field in the source service. If there are two associations from the Incidents->Contacts service that use the same Department association field from Contacts, migration from Release 4.9 to 5.0 fails. The migration works uninterrupted. Issue No.: PRB Unable to add newly-added Boolean field in a Preset Solution. When users add a newly added Boolean field in Preset Solutions via HTML, the field is available and they can add and save it. However, the field disappears when they close the Preset Solution screen. Boolean fields can be added and they remain when the Preset Solution screen is closed. Page 27 of 35

28 Issue No.: PRB Wording incorrect on update warning within pop-up screens When performing an operation with a pop-up screen, if another user submits an action whilst you are in the process of typing, a warning is displayed: This record has been updated by <<USER>> at <<Date-Time>>. Please click below to reload the record - your changes will be carried forward. This message is incorrect as the changes will NOT be carried forward, and will be lost. The corrected message makes it clear that data will be lost. Issue No.: PRB Filters containing Real Numbers do not display any records A Service Request filter fails to display any records, if the filter contains an actively associated real number field and if one or more records do not have the required association. Filters with Real Numbers now display records correctly. Issue No.: LEO-591 Number fields in edit mode show right-aligned In runtime screens, the Number, Real Number, Large Number fields show right-aligned when adding or editing a record. In View mode they show left-aligned. For consistency they should stay in one alignment in Add, Edit and View mode. Number fields now show right-aligned in all modes. Issue No.: LEO-1331 Save prompt always displayed on Close screen even after saving If you edit a screen, click Save then close the screen the message "Are you sure you want to close this screen? Any changes made since the screen was last saved will be lost." will be displayed. Since users only see the prompt after they have saved the screen, it is redundant. The prompt does not display if the screen has already been saved and no changes have been made. Issue No.: LEO-1333 Square brackets in screen names display as \ in workflow screen If a screen is named something like "View Incident [Self-Service]", its name is displayed as "View Incident [Self-Service]\" within the workflow screen. Screen names with square brackets now display correctly. Page 28 of 35

29 Issue No.: LEO-1337 Generated report name missing If you try to open a report once the report configuration that it was based on has been deleted, the file name will be missing and only the file extension (such as XLS) will show. Functionality slightly changed. The name of the file is now the same as the report title shown in the generated report summary grid. Issue No.: LEO-1346 AJAX call failed: Error = 401 Authorization required Click on any tab on Edit Group screen to show this error when licence session expired. On timeout Sunrise throws error code 408. Firefox did not recognize this error and threw error 0 instead. Firefox have since fixed this in version Please make sure your Firefox is equal to this version or higher. Issue No.: LEO-1358 Extra characters are added when you save a Preset Solution with special characters in its name When you add a new Preset Solution and its name includes a special character like an underscore, more special characters are added when you save the name. For example Test_1 becomes Test[_]. Extra characters are not added to the name when saved. Issue No.: LEO-1379 Saving a personal filter with special characters [ ] will prefix with backslash Saving a personal filter with special characters [ ] will prefix with backslash. For example, [TEST] saves as \[TEST]. The filter saves without an extra backslash. Issue No.: LEO-1476 Cannot remove a grid component from the container as the 'x' does not display. In My Sunrise >Service Configuration >Manage Operations, edit an Operation that maps onto the system operation Create, and add a grid to a new group. When you hover over the top right corner of the grid you should see an X button (for deletion), but it has not been added. The X button is added as expected. Page 29 of 35