CA Nimsoft Service Desk

Transcription

1 CA Nimsoft Service Desk Release Notes P03

2 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject to being changed, without notice, in future editions. Further, to the maximum extent permitted by applicable law, Nimsoft LLC disclaims all warranties, either express or implied, with regard to this manual and any information contained herein, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Nimsoft LLC shall not be liable for errors or for incidental or consequential damages in connection with the furnishing, use, or performance of this document or of any information contained herein. Should Nimsoft LLC and the user have a separate written agreement with warranty terms covering the material in this document that conflict with these terms, the warranty terms in the separate agreement shall control. Technology Licenses The hardware and/or software described in this document are furnished under a license and may be used or copied only in accordance with the terms of such license. No part of this manual may be reproduced in any form or by any means (including electronic storage and retrieval or translation into a foreign language) without prior agreement and written consent from Nimsoft LLC as governed by United States and international copyright laws. Restricted Rights Legend If software is for use in the performance of a U.S. Government prime contract or subcontract, Software is delivered and licensed as "Commercial computer software" as defined in DFAR (June 1995), or as a "commercial item" as defined in FAR 2.101(a) or as "Restricted computer software" as defined in FAR (June 1987) or any equivalent agency regulation or contract clause. Use, duplication or disclosure of Software is subject to Nimsoft LLC s standard commercial license terms, and non-dod Departments and Agencies of the U.S. Government will receive no greater than Restricted Rights as defined in FAR (c)(1-2) (June 1987). U.S. Government users will receive no greater than Limited Rights as defined in FAR (June 1987) or DFAR (b)(2) (November 1995), as applicable in any technical data. Trademarks Nimsoft is a trademark of CA. Adobe, Acrobat, Acrobat Reader, and Acrobat Exchange are registered trademarks of Adobe Systems Incorporated. Intel and Pentium are U.S. registered trademarks of Intel Corporation. Java(TM) is a U.S. trademark of Sun Microsystems, Inc. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. Netscape(TM) is a U.S. trademark of Netscape Communications Corporation. Oracle is a U.S. registered trademark of Oracle Corporation, Redwood City, California. UNIX is a registered trademark of the Open Group. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks, trade names, service marks and logos referenced herein belong to their respective companies. For information on licensed and public domain software, see the Nimsoft Monitor Third-Party Licenses and Terms of Use document at:

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5 Contents Chapter 1: Introduction 7 Chapter 2: Defects Fixed 9 Performance... 9 Tickets Platform Functionality Contents 5

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7 Chapter 1: Introduction This document summarizes the changes and the major defects that are fixed within Patch 03, release of CA Nimsoft Service Desk. Chapter 1: Introduction 7

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9 Chapter 2: Defects Fixed The following issues were fixed in Patch 03 for CA Nimsoft Service Desk : This section contains the following topics: Performance (see page 9) Tickets (see page 10) Platform Functionality (see page 11) Performance DE21678: Slice Configuration Modification. Cache slice information and contacts on jsp. Use the cached jsp to load slice information and contact information. This will stop the server calls from getting more slice and contact information Impacted Users: All Affected Area: Workspace loading performance improvement Cause: The slice parameter s information was not getting cached on the browser side. Due to this, every page the odata called to retrieve the slice parameters was being created, causing performance overhead. Resolution: Decreased the number of server calls to improve performance by caching jsp. DE27005: nim_cd_proxy.jsp removal and Session Management Changes. Required to remove nim_cd_proxy.jsp and fix the session destroy changes. Impacted Areas: All workspaces Impacted Users: All Cause: Calls routed via nim_cd_proxy.jsp are slower as the calls were getting routed to three tomcat servers. Resolution: Routed calls directly to the API Dispatcher (bypassed nim_cd_proxt.jsp of the liferay tomcat), so now the calls are routed to two tomcats. Chapter 2: Defects Fixed 9

10 Tickets Tickets DE27038: Open Ticket: Board odata Call Optimization Impacted Users: All Affected Area: My Tickets, Ticket Details, My Service Center, CI Details Cause: The current implementation was relying on viewing and fetching all the data using JOIN and UNION with different data points for all tickets and then filtering was made for a particular ticket. This turned expensive when the data set started to grow. Resolution: Revised the implementation to rely on Table function which fetches all data using JOIN and UNION with different data points for particular requested tickets. Also, added the flexibility to provide ticket-specific, affected CI, related CI, related tickets activity based table function input parameter. DE27034: Ticket Related Workspaces: RoleBasedFormView OData Call Optimization. Problem#1: Custom Attribute Query was used to find captions which were costly. Resolution: Add "Caption" which stores custom attribute name as default "select" column; if not provided. Removed code to query the custom attribute data table to get the attribute name; rather used "caption" Problem#2: Body Content is large. Resolution: Added a filter to retrieve only non-viewable and non-editable records (by adding filter condition - and (IsViewable eq '1' or IsEditable eq'1')) RBV logic at client-side is built in such way that if RBV settings for a field is not available, it will be considered as viewable and editable." Impacted Users: All Affected Area: Role based View. Cause: Additional processing was being done to fetch the Custom fields' Captions Resolution: Removed additional processing and simplified the way of fetching the captions. DE27037: Open Ticket: 2 OData Call for Wall are being invoked for Recent Activity. Additionally, Use this Wall OData Resonse to render the Board first time on scroll. Impacted Users: All Affected Area: Ticket Cause: Due to duplicate calls, wall service call was being invoked twice. Resolution: Apply changes to remove duplicate wall service call. 10 Release Notes

11 Platform Functionality DE27857: Role Based View, hide custom attributes not working Impacted Users: All Affected Area: Role Base View Cause: As a result of an incorrect code implementation, when some custom attributes were hidden all custom attributes would also get hidden on the ticket form in Role Based View. Resolution: Implemented the code changes to ensure that the selected custom attributes only are hidden on the ticket form in Role Based View. Platform Functionality This section contains information on the defects fixed under Platform Functionality. DE142533: nim_cd_proxy is causing a delay in CA Nimsoft Service Desk workspaces Impacted Users: Tenant Administrator and Business Users Affected Area: CA Nimsoft Service Desk workspaces Cause: Usage of a proxy between platform and dispatcher introduced a network delay. Resolution: Using the CORS support, the proxy is bypassed with a direct connection to the dispatcher. DE142534: Unnecessary data fetch in My Profile. Impacted Users: Tenant Administrator and Business Users Affected Area: User Profile Management User Interface Cause: All data associated with the User was being fetched irrespective of whether a Tenant Administrator was editing a User Profile or a Business User was editing his own profile. Resolution: Removed unnecessary data fetch when Business User edits his profile. DE142535: Unnecessary initialization of java script frameworks QuickTipManager before its usage. Impacted Users: Tenant Administrator and Business Users Affected Area: All Cause: The QuickTipManager was initialized on the first usage of the QuickTip thereby impacting performance of the UI. Resolution: Initialized the QuickTipManager immediately after the page is loaded so that the QuickTip can be displayed faster. Chapter 2: Defects Fixed 11

12 Platform Functionality DE142536: Unnecessary synchronization and loading of MessageBox.js. Impacted Users: Tenant Administrator and Business User Affected Areas: All Cause: MessageBox control used in the page was loaded upfront causing a delay in making the page usable. Resolution: Delayed the loading of MessageBox.js to a later phase of the page load lifecycle. DE146133: Inactivity timeout settings are causing long delays in login and logout. Affected Users: Tenant Administrator and Business Users Impacted Area: Login Service Cause: Health check calls from load balancer and MSP's monitoring tool are causing extraneous sessions which have high inactivity timeout as a result of changes. These sessions are persistent regularly which slows down login and logout call flow after a certain duration. Resolution: Increased the liferay inactivity timeout to ten hours only for the users who log into liferay, increased the session timeout on siteminder to ten hours and removed session persistence from liferay tomcat. 12 Release Notes