Sostenuto 5.3 Release Notes

Transcription

1 Sostenuto 5.3 Release Notes Date: September 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 22

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 Support for SAML-based Authentication 4 Qualification with Identity Providers 6 Migration of LDAP Configuration Settings 6 Streamlined Invitation and Forgot Password Processes 7 New URL to Access Sostenuto 7 Migration of SSO Settings to Access URLS 8 Mobile Device Detection 8 Support for Java 8 9 Support for Tomcat Supported Versions of Apache HTTP Server 9 Supported Browsers 9 Database Versions 9 Hardware and Software Requirements 9 Sostenuto 5.2 Workaround 10 Migrating to Sostenuto Migrating the Database from Sostenuto Migrating the File System from Sostenuto Checking the Database Compatibility Mode 11 Making Backups 11 Migration Procedure 12 Upgrading to Sostenuto Upgrading the Service Catalogue 13 Upgrading the Resource Planner 14 Migrating the Existing Sostenuto Database 14 After Migration 16 Restoring Configuration Data 16 Updating URLs 16 Updating the JRE on Each Client Machine 18 Clearing the Java Cache on Client machines 18 Re-installing Web Start 19 Corrections 20 Third Party Licences 22 Page 3 of 22

4 1. Introduction Sostenuto 5.3 provides enhancements to application authentication. It also corrects a number of minor issues which are described in detail at the end of the Release Notes. You can only migrate to Sostenuto 5.3 from Sostenuto 5.2 or later Releases. If your current installation is: Earlier than 5.0, you must upgrade to Sostenuto 5.0 then Sostenuto 5.2 before migrating to Sostenuto 5.3. Between 5.0 and 5.2, you must upgrade to Sostenuto 5.2 before migrating to Sostenuto 5.3. Obtaining the Installation Media To obtain the Sostenuto 5.3 media please contact the Sunrise Service Desk for a URL. The Sostenuto 5.3 upgrade software can be found in the Installation folder of the Sostenuto 5.3 Migration from 5.2x 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 5.3 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 5.3 Support for SAML-based Authentication Previously Sostenuto provided Single Sign-On (SSO) authentication using LDAP (Lightweight Directory Access Protocol), to authenticate between Sostenuto and a specific Active Directory. While Sostenuto can authenticate against multiple domains, SAML (Security Assertion Markup Language) provides an improved solution that federates requests to/from multiple Active Directories via a single Identity Provider (IdP) such as Microsoft AD FS. SAML provides a secure remote authentication request and ensures that users can securely use their domain credentials to access their Sunrise Service Management application. SAML is an XML-based, open standard data format for exchanging claims-based authentication information between parties. Claims-based authentication is the process of authenticating a user based on a set of claims about its identity, contained in a trusted token. There are typically three parties involved in the authentication process.. Identity Provider (IdP): The application (or service) that authenticates users, i.e. AD FS, Shibboleth or Okta. Service Provider (SP): The application that relies on the IdP for authentication. In simple terms it s Sostenuto. User: The person at the Client installation, trying to log into Sostenuto via their browser. In the diagram below, the Client account and the IdP exchange tokens. Sostenuto merely waits to receive a valid token. Page 4 of 22

5 Figure 1: SAML Authentication process 1 The Client user opens a browser and types in the Sostenuto URL. 2 Sostenuto knows that this Access URL is configured to use SAML and so redirects the anonymous request to the IdP (for example, AD FS). 3 EITHER The user is already authenticated with the IdP, a token is passed back to Sostenuto to allow the user to access their Service Desk and control passes to Sostenuto (see step 9). OR The user is not authenticated with the Identity Provider, the IdP login page is displayed and the following actions occur: 4 The IdP displays its login page. 5 The user logs in using their domain credentials. 6 The IdP verifies the user s credentials and authenticates them if they re correct. 8 The IdP issues a token which is passed back to Sostenuto. 9 Sostenuto uses information within the token to determine which user account to log into Sostenuto 10 Once the user is logged in, Sostenuto serves content to the user, who accesses their Service Desk. Following login, Sostenuto applies the security rights defined for the user's account and/or group. Configuring SAML Authentication Prerequisites before you begin to configure SAML authentication are: Your Apache server must have an SSL certificate, to ensure that the environment is secure. A configured Identity Provider (IdP). Sunrise does not supply a SAML IdP, so you must ensure that one is available to provide a portal for users. You should have access to the SAML metadata, either in a file or via its URL. Follow the steps below. 1 In the HTML5 System Settings module, set the new Domain attribute. This is the URL that enables users to log into Sostenuto (see New URL to Access Sostenuto, page 7). 2 In the HTML5 User Administration module, select Identity Providers and choose SAML as the Authentication Type. 3 Click the Download Service Provider Metadata button then send Sostenuto s metadata file to the IdP manager. 4 Ask the IdP manager to provide either a file of the IdP s metadata (generated within the IdP) or a URL to the metadata. 5 Back in Identity Providers, add a new IdP, with a name, description and Account Profile. Use the metadata URL or the metadata file to validate the connection to the IdP using SAML Page 5 of 22

6 6 Specify a custom SAML credential attribute if necessary or just use the default username. In AD FS this is the Name ID. 7 Make sure the IdP is enabled and click Save. 8 Navigate to the new Access URLs module and edit the Account Profile required, i.e. the User Profile. 9 Select Yes, enable single sign-on and choose the IdP from the list. You can specify a backup authentication method if required. 10 Log out then try the login URL again. You should be presented with the Sostenuto login page configured to allow login via the IdP. Qualification with Identity Providers Sostenuto 5.3 is qualified with the following Identity Providers (IdPs): Microsoft AD FS 2.0, 3.0 and 4.0, Shibboleth and Okta. Migration of LDAP Configuration Settings Previously LDAP authentication was configured within the Java interface. In Sostenuto 5.3 these settings have been migrated to the Identity Providers module within User Administration. Figure 2: Apache LDAP configuration settings LDAP (Lightweight Directory Access Protocol) is a protocol for communication within your domain and a specific Active Directory. LDAP authenticates a login by searching for the account's Username and Password within the selected directory node. If your organisation is large you can speed up searching by configuring multiple LDAP configurations, one for each Directory sub-path that you want LDAP to search during authentication. In this configuration you define the name and URL of the LDAP server, and the attribute within LDAP that contains the Username. You also define the level of searching you want, depending on the size of the directory. Your Active Directory administrator should provide the information needed to configure the LDAP server. 1 Select My Sunrise on the Service Navigation Bar. 2 Hover over User Administration and click Identity Providers. 3 Select Authentication Type: Select LDAP. 4 In the Identity Providers screen, click Add Identity Provider to display the Add Identity Provider popup. 5 In the popup, click on Add LDAP Identity Provider to display the LDAP Identity Provider Settings. 6 Name: The Name of the LDAP server (usually your Directory server). 7 Description: Description of the server, with as much information as possible. 8 LDAP Server URL: Enter the URL of the LDAP server, in the format LDAP://[Directory server name]:389 (the standard port number); for example. LDAP:// : Click Find DNs to show the list of DNs (Distinguished Names) in the Directory Sub-Path Used to Find the User field, then click the down arrow to show the full list and select the one you want. Page 6 of 22

7 10 Name of the Attribute Used to Match the Username: The name of the attribute that the IdP will send in the message. Sostenuto uses the value in this attribute to find the account information. If this field is blank the attribute name defaults to ''Name ID''. 11 Either set Use Fully Qualified Name for Authentication? to YES, to define the whole pathway to the Username and Password. This is advisable for a large Directory with possible duplicate names within its sub-branches. OR if the Username is unique, set Search sub-paths to locate the user? to YES enables searches of every sub-path. This may slow searches down if the Directory is large. 12 Username and Password: This should be the name of a user account with administrator rights to look up authentication details within the directory server nodes. This will prevent the return of incorrect or incomplete data. The account must be able to access the sub-paths that they need in the Directory. 13 Restrict Search to Selected Directory sub-path?: Set to YES to restrict searches to the Directory subpath specified above. Streamlined Invitation and Forgot Password Processes The procedures for Invite a new account and Forgot password have been streamlined for non-sostenuto accounts. The Forgot Password mechanism will give appropriate messages if Sostenuto Authentication is not being used for login. The Change Password mechanism will be enabled when Sostenuto Authentication is being used. New URL to Access Sostenuto Previously customers using the Sunrise HTML5 interface and Mobile interface had separate URLs. From Sostenuto 5.3 onwards the URL has changed to for both interfaces. If you intend to allow Single Sign-On (SSO) to your system via SAML you must use the Domain function of the System Settings module to define the context path of the Sostenuto URL (everything up to /web/). Each Account Profile will use this context path. Figure 3: This URL will be displayed in Access URLs Customers can change the end part of the URL (the SUsers part) to whatever they like, using the new Access URLs module, as shown in the example below. Page 7 of 22

8 Migration of SSO Settings to Access URLS Previously in Sostenuto, the installation s web.xml file had to be updated every time a new account profile and access point were added, and the system had to be restarted. In Sostenuto 5.3 new functions in the User Administration and System Security modules allow administrators to add new Access URLs without having to edit the web.xml file or restart the system. Outside the Sostenuto domain you will need SSO for secure access via a SAML IdP, together with an alternate means of authentication that does not use SSO. Within the Sostenuto domain, Sostenuto authentication or LDAP authentication can be used without enabling SSO. If you enable SSO for the Access URL it will be effective for every Group in the Account Profile, and will over-ride the Authentication Mode shown in each Group's Details screen. Figure 4: Enable SSO for this URL To edit an Access URL: 1 Hover over User Administration and click Access URLs. 2 Click the Edit button of the Access Point you want to edit, to display its settings. 3 URLPath: This shows the Domain name defined in the Domain module (see above). As you type it in, URL to Publish shows how the URL will look when it is ed to users who accept an invitation to this Account Profile, so that they can log into Sunrise. 4 Enable Single Sign-On?: When you enable SSO for an Account Profile, its accounts will only need to log in once to the system and their login credentials will then be used for every application they access. 5 If this URL will access Sunrise from inside the Sostenuto domain, select No then select the required authentication method from the authenticate using list. 6 If this URL will access Sunrise from outside the Sostenuto domain, select Yes then select : Single Sign-On Provider: The IdP for this Access Point. If unavailable, authenticate using: The alternate authentication method that does not require SSO. This operates when users select the Alternate Login option on the Login screen. 7 Save your settings. Mobile Device Detection Previously the Sunrise HTML5 interface and Mobile interface had separate URLs. Each URL routed users to the appropriate interface after login. Now there is a common URL for all HTML5 and Mobile users, but when Sostenuto detects a Mobile device, the Invite new user and Login processes will automatically route the user to the Mobile Home page instead of the HTML5 Home page after authentication. If you would prefer users to continue accessing separate HTML and Mobile interfaces, you can disable this function as follows: Navigate to..\[sostenuto application]\web-inf. In the web-xml file, uncomment the <context-param> tag beginning on line 28. In the sunlight-servlet-xml file, update line 81 as shown: <property name="mobileprefix" value="sunlight/" /> Page 8 of 22

9 Support for Java 8 Sostenuto 5.3 has been qualified for deployment using Java 8 Update 112 SDK and JRE from Oracle. Support for Tomcat Sostenuto 5.3 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 therefore Apache HTTP Server v2.4 is recommended. Supported Browsers The Sostenuto 5.3 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 only. Java Applet support is no longer provided by Mozilla Firefox or Google Chrome. Database Versions Sostenuto 5.3 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 9 of 22

10 Sostenuto 5.2 Workaround it is not possible to log into Sostenuto 5.2 if Sostenuto 5.3 is installed within the same Apache Tomcat server. You can work around this by commenting out the CSRF and EESAPI filters and filter mappings in the Sostenuto 5.2 instance s web.xml file. And Then restart the webapp and Sostenuto 5.2 will work alongside Sostenuto 5.3. A secondary workaround is to deploying Sostenuto 5.3 within its own Tomcat Server. Page 10 of 22

11 2. Migrating to Sostenuto 5.3 Migrating the Database from Sostenuto 5.2 You can migrate the database from Sostenuto 5.2+ to Sostenuto 5.3. If your database is earlier than Sostenuto 5.2 you must migrate it to Sostenuto 5.2 before attempting to migrate to Sostenuto 5.3. Migrating the File System from Sostenuto 5. 2 Sostenuto 5.3 is available both as a new installation and as an upgrade to existing 5.2+ installations. You can migrate the file system from Sostenuto 5.2+ to Sostenuto 5.3. 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 5: 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. 1 Back up the Sostenuto database. 2 Back up the C:\Program Files\Apache Software Foundation\Tomcat 8.0\webapps\Sostenuto directory. Page 11 of 22

12 Migration Procedure The instructions below explain how to migrate a Sostenuto instance from Sostenuto 5.2+ to Sostenuto 5.3. The examples are for a Sostenuto instance in a 64-bit location. Sostenuto 5.3 will only work with Java 8 and Tomcat 8. Upgrading to Sostenuto 5.3 The steps for the upgrade are as follows: 1 Stop the Tomcat services. 2 Back up your existing installation of Sostenuto, both the filesystem and the database. 3 Rename the <Sostenuto Installation Folder>\WEB-INF\lib file to <Sostenuto Installation Folder>\WEB-INF\lib2. 4 Extract the contents of the sostenuto upgrade-java8.zip file in the upgrade media into the <Sostenuto Installation folder>. 5 Edit the WEB-INF\web.xml file to comment out the <filter> and <filter-mapping> entries for csrffilter and ESAPIFilter, if they were not in use in Sostenuto 5.2: Figure 6: web.xml file <filter> csrfilter and ESAPIFilter entries Figure 7: web.xml file <filter_mapping> csrfilter and ESAPIFilter entries Page 12 of 22

13 6 Edit the WEB-INF\classes\resources\mobile\config_en.properties file. Add the following lines to the end of the file: ######### Cookie warning cookies.information=sunrise uses cookies to ensure you have the best sign in experience. cookies.tell.more=tell me more cookies.got.it=sure, that's fine! 7 Delete the <Sostenuto Installation Folder>\WEB-INF\lib2 folder. Upgrading the Service Catalogue If your previous installation had the Service Catalogue app, do the following. 1 Uncomment the <servlet> and <servlet-mapping> for the app by removing the <!- - and the - -> in the lines above and below the <servlet> and <servlet-mapping> entries, shown below: Figure 8: catalogue app <servlet> entries Figure 9: catalogue app <servlet-mapping> entries 2 Now navigate to the Sunrise Service Catalogue v1.1 Sos 5.3 installation media. 3 Extract the contents of the Sunrise Service Catalogue v1.1 Sos 5.3.zip file into the Sostenuto folder. You must then restore your configuration in the new installation, as follows: 4 Copy and paste this file from the backed-up Sostenuto 5.2 folder: WEB-INF\classes\settings\catalogue\config.xml 5 Copy and paste these files from the backed-up Sostenuto 5.2 folder. WEB-INF\classes\resources\catalogue\captions_*.properties WEB-INF\classes\resources\catalogue\messages_*.properties If your installation is configured for multiple languages, it will have multiple versions of these files: Page 13 of 22

14 Upgrading the Resource Planner If your previous installation had the Resource Planner app, do the following. 1 Uncomment the <servlet> and <servlet-mapping> for the app by removing the <!- - and the - -> in the lines above and below the <servlet> and <servlet-mapping> entries, shown below: Figure 10: Resource Planner app <servlet> entries Figure 11: Resource Planner app <servlet-mapping> entries 2 Now navigate to the Sunrise Resource Planner v1.1 Sos 5.3 installation media. 3 Extract the contents of the Sunrise Resource Planner v1.1 Sos 5.3.zip file into the Sostenuto folder. You must then restore your configuration in the new installation, as follows: 4 Copy and paste this file from the backed-up Sostenuto 5.2 folder: WEB-INF\classes\settings\planner\config.xml 5 Copy and paste these files from the backed-up Sostenuto 5.2 folder. WEB-INF\classes\resources\planner\captions_*.properties WEB-INF\classes\resources\planner\messages_*.properties If your installation is configured for multiple languages, it will have multiple versions of these files: 6 Edit WEB-INF\classes\log4j.properties and ensure that the following entries are available for the Resource Planner app. Migrating the Existing Sostenuto Database Existing Sostenuto 5.2 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. Page 14 of 22

15 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 instance]. 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 12) and repeat the migration procedure. Page 15 of 22

16 After Migration Note that the migration process clears the existing password tracking history data. 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>. Migration overwrites the web.xml file in \[Sostenuto Application]\WEB-INF. If the web.xml file has any extra access points for Chameleon and Iguana you will need to edit the file using your Sostenuto 5.2 backup for reference. Please do not replace the file with your backup as there are new options included within the upgraded file. Updating URLs In Release 5.3 there is a new URL for the HTML5 and Mobile interfaces. The table below shows the Sostenuto URLs before and after the upgrade to 5.3. To change the instance names, you must run some additional scripts. Execution will take some time, so leave it for now if you don t have enough time or resources, but you must run the scripts before the next release of Sostenuto. Module User Profile Contact Profile Mobile HTML5 Release 5.2 Release 5.3 Release 5.2 Release 5.3 /Sostenuto/ MUsers/ /Sostenuto/ SUsers/ /Sostenuto/web/ SUsers/ /Sostenuto/web/ SUsers/ /Sostenuto/ MContacts/ /Sostenuto/ SContacts/ /Sostenuto/web/ SContacts/ /Sostenuto/web/ SContacts/ You will need to edit Notification Rules where links have been included inside s. Log into SQL Server Management Studio to access your database and make the following changes. 1 Navigate to the SQLScripts > 5.3 >update_urls_in_notification.sql file in the installation media. This updates all Notification rules that have a link to the HTML5 iinterface URL and the Mobile URL (see the reference table above). Copy the file contents and paste them into a New Query window. Execute the query. 2 Navigate to the SQLScripts > 5.3 > textarea_images.sql file in the installation media. This updates all memo Fields that have an embedded image. Copy the file contents and paste them into a New Query window. Execute the query. 3 Restart the services if you have not done so already, and confirm that users can log in. Log into the HTML5 interface if you need to make the following changes. If you have any Global Links pointing back to Sunrise or Mobile, navigate to My Sunrise > Integrations > Global Links and update the links so that /<instance name> is modified to /<instance name>/web. If any runtime Service records contain URL fields with a link back to the Sostenuto application, open those records and update the links so that /<instance name> is modified to /<instance name>/web. If you had deployed the Service Catalogue in the previous Release, do the following. 1 Navigate to Home and edit the Dashboard that contains the Service Catalogue app. Mouse over the app to display the pencil icon in its top right-hand corner, then click on the icon to edit the app. Page 16 of 22

17 You will see a window similar to this: 2 Click on the <> toolbar option to display the app s source code. Ensure that the path for the app now starts with /../apps/catalogue as shown in this example: Figure 12: Catalogue app source code If you had deployed the Resource Planner app in the previous Release, do the following. 1 Navigate to Home and edit the Dashboard that contains the Service Catalogue app. Mouse over the app to display the pencil icon in its top right-hand corner, then click on the icon to edit the app. You will see a window similar to this: Page 17 of 22

18 2 Click on the <> toolbar option to display the app s source code. Ensure that the path for the app now starts with /../apps/planner as shown in this example: Updating the JRE on Each Client Machine The Java interface for Sostenuto 5.3 can only run on Client machines which have the correct Java Runtime Environment (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. Figure 13: Planner app source code Clearing the Java Cache on Client machines Before upgrading to Sostenuto 5.3, you should clear the Java cache and the temporary files on each client machine that needs to access the Java Interface. 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. 1 Select Java from the Windows Control Panel menu. The Java Control Panel will be displayed. Figure 14: Select the Settings button Page 18 of 22

19 2 Click on the Settings button. The Temporary File Settings screen is displayed as shown below. Figure 15: Ensure that Keep temporary files on my computer is not checked 3 To clear the Java cache click on the Delete Files button. Figure 16: Ensure both boxes are checked 4 Click OK then click the OK button in the Temporary File Settings dialog box. 5 In the Java Control Panel click the OK button. 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 5.3. Please refer to the Sostenuto Installation Guide for details of installing Web Start.. Page 19 of 22

20 Corrections This section details the corrections that have been included in this release. Issue No.: PRB Summary: When Encountered: Current Status Description Unable to load Mobile interface after a service restart If Tomcat restarts when you are logged into the Mobile interface, you cannot reload the interface because the browser complains that the page isn't redirecting properly. You can only resolve this is by either clearing the browser cache and cookies, or loading the HTML interface first. The Mobile interface reloads correctly after restart. Issue No.: PRB Summary: When Encountered: Current Status Description Account Attribute Field in Auto-Filter does not show the first field In Service Management, when you create or edit an auto-filter for a Service, the Account Attribute Field list does not show the field that should be the first in that list. The complete list is now displayed, including the first field. Issue No.: PRB Summary: When Encountered: Current Status Description Export to CSV fails on a filter created from Search gadget. If you use a Search Gadget filter which gives search results containing more than 5 records (for example, search on All Incidents ), then export that new Filter to a CSV file, the CSV file will contain column headers but no records. Filter results of more than 5 records are exported correctly. Issue No.: PRB Summary: When Encountered: Current Status Description Refreshing the page when Single Sign-On is configured doesn't log you back in If you log in using Single Sign on and refresh the page, you are logged out intermittently. Refresh does not log you out. Issue No.: PRB Summary: When Encountered: Current Status Description Links in Memo fields inserted by Mail Processor do not display in View mode of HTML5 Interface When the Mail Processor processes an containing a link. After the record has been added the link appears in the memo field of the Edit screen but not in the View screen. The link appears in both Edit mode and View mode. Page 20 of 22

21 Issue No.: PRB Summary: When Encountered: Current Status Description Task Filters on Dashboard Gadgets don't show the correct Filter When you click a Task Filter on a Dashboard, you are taken to the last-viewed Task Filter, instead of the Filter specified in the Gadget. The correct Filter is displayed. Issue No.: PRB Summary: When Encountered: Current Status Description Can only search for Account Names when assigning records When assigning a record you can only search for the Account Name field. When you search on a different field, such as User ID, no records are found. You can now search on any field in the Filter. Issue No.: EOS-1260 Summary: When Encountered: Current Status Description Sostenuto Authentication Invite User The Account can be activated with a blank password When clicking on the Invite link, the user can click Accept without entering a password. They can log into the HTML interface using the Sostenuto login, and continue to log in without a password. The Account can only be activated with a password. Issue No.: EOS-1606 Summary: When Encountered: Current Status Description A deleted [None] entry displays as an available option on an Add Incident screen In the HTML5 Interface, a Sub-Category and Service Owner list each contain a single value, but the Sub-Category also displays a [None] value on a grey background. The Sub-Category list only shows the expected entries. Page 21 of 22

22 Third Party Licences Apache Axis, Apache Avalon, Apache Axis, Barcode4J, Castor, CGLib, Apache Commons, Apache CXF, Apache Geronimo, Apache HTTP Server, Apache HttpAsyncClient, Apache HttpClient, Apache Jakarta ORO, Apache JCS, Apache Log4J, Apache MINA, Apache Neethi, Apache POI, Apache Velocity, Apache Xerces Serializer, Apache Santuario, Apache Tomcat, Apache Wicket, Apache XMLBeans, Apache XmlSchema, Amazon Web Services SDK, EHCache, Excanvas, Google GSON, GoogleGuice, Faster XML, JDOM, Jgraph, Joda Time, jquery.ibutton, JSTL, Google libphonenumber, OAuth, Open SAML, Oracle Validation API, Rome, Spring Frame work, Woodstox are used under the Apache 2.0 licence ANTLR, OW2 Consortium ASM, DOM4J, Orbeon MSV, Faster XML, Jgraph, and MigLayout are used under the BSD licence Oracle Activation, JSR311, and Restlet are used under the CDDL 1.0 licence Oracle JavaX, Oracle JAXB, Oracle JAX-RPC, Oracle Java Mail, Java.net XSOM, and Oracle Java SE / EE are used under the CDDL 1.1 licence WSDL for Java is used under the CPL 1.0 licence Eclipse JDT, Eclipse Jetty, and Jericho HTML Parser are used under the EPL 1.0 licence Dynamic Reports, and Jasper Reports, JFree and JFreeChart are used under the LGPL 3.0 licence Microsoft JDBC is used under the Microsoft End User Licence Agreement (EULA) Microsoft SQL Server, and Microsoft SQL Server Reporting Services are used under the Microsoft Licence Agreement Microsoft Internet Information Services is used under the Microsoft IIS.NET Terms of Use hmailserver is used under the AGPLv3 licence itext and Mozilla Rhino are used under the MPL 1.1 licence Fusion Charts is used under the Fusion Charts Software Licencing Agreement TinyMCE is used under the GNU licence jquery FlexBox is used under the Microsoft Public Licence Simple Logging Facade for Java (SLF4J), jquery, jquery UI, HTML5, html5shiv, modernizr, jquery.rs.carousel, chosen.jquery, clipboard, jquery.numeric, jquery.placeholder, jquery.loadtemplate, jquery.validate, jquery.steps, cloud-carousel, date-en-gb, filestyle, flexigrid, image-picker, jquery.cookie, jquery.ellipsis, jquery.fileupload, jquery.gridster, jquery.iframe-transport, jquery.jscrollpane, jquery.maskedinput, jquery.minicolors, jquery.minicolors, jquery.slimscroll, jquery.textchange, jquery.touchpunch, jquery.ui.widget, jquery-ui-slideraccess, jquery-ui-timepicker-addon, mask, numeric, p- strength, shake, jquery.fileupload, jquery.iframe-transport, jquery.ui.widget, jqplot.barrenderer, jqplot.categoryaxisrenderer, jqplot.donutrenderer, jqplot.pierenderer, jqplot.pointlabels, and jquery.jqplot are used under the MIT Licence FullCalendar Scheduler is used under commercial licence from FullCalendar LLC Page 22 of 22