Nimsoft Service Desk. Release Notes 6.2.0

Transcription

1 Nimsoft Service Desk Release Notes 6.2.0

2 Legal Notices Copyright 2011, Nimsoft Corporation See the third-party applications section for additional legal information. 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 Corporation 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 Corporation 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 Corporation 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 Corporation 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 Corporation 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 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.

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5 Contents Contents 5 Chapter 1: Introduction 7 Chapter 2: Requirements 9 Operating System Requirements... 9 System Requirements... 9 NSD Operating Environment Chapter 3: Installation Considerations 11 Chapter 4: New and Changed Functionality 13 Approvals Platform Functionality Searches Chapter 5: Major Defects Fixed 16 Summary of Major Defects Details Bulk Upload Change Management Configuration Management Cross Browser Custom Fields Directory Synchronization s (Incoming & Outgoing) Installation Miscellaneous Packaging & Release Reporting Self Service Web Services Workflow Actions Contents 5

6 Chapter 6: Known Issues and Workarounds 29 NSD does not work as a UMP Portlet in IE Known Limitations around Internationalization/Localization Support Appendix A: Licensing Information 33 6 Release Notes

7 Chapter 1: Introduction This document summarizes the changes and the major defects fixed within release of Nimsoft Service Desk. Chapter 1: Introduction 7

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9 Chapter 2: Requirements The following sections describe Nimsoft Service Desk supported environments. Operating System Requirements NSD supports the following operating systems: Production environments Microsoft Windows Server 2003 Microsoft Windows Server 2008 Red Hat Enterprise Linux 4.x or 5.x Small production environments and test environments Microsoft Windows XP Microsoft Windows Vista System Requirements System requirements for NSD include the following: Memory: 4GB of RAM or more CPU: 3 GHz processor with 2 cores or more, x86 32-bit or 64-bit Chapter 2: Requirements 9

10 NSD Operating Environment NSD Operating Environment The NSD operating environment supports the following applications: For UMP Integration UMP Release 2.1 or later Database server Microsoft SQL Server 2008 (R2) Browsers NSD is compatible with the following browsers Microsoft IE version 7 Microsoft IE Version 8 Microsoft IE Version 9 Mozilla Firefox Version 4 Mozilla Firefox Version 7 Mozilla Firefox Version 8 Chrome 12 Chrome 14 Safari 5 10 Release Notes

11 Chapter 3: Installation Considerations Refer to the Nimsoft Service Desk Installation guide for details on the Installation Procedures and considerations. Chapter 3: Installation Considerations 11

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13 Chapter 4: New and Changed Functionality The following new functionality has been introduced in Nimsoft Service Desk 6.2.0: Summary Affected Area Automatically Visible to Users Affects Existing Workflows Approvals TRK#27023: Approvers and Reviewers based on Related CI and/or Affected Services Change Request -< Approval Process Yes No Platform Functionality TRK# : Localization/Internationalization Support in SSU Interface, Agent Interface, and Platform Not Applicable No No Searches TRK# : Ability to Save Advanced (Ad hoc) Searches as User Defined Searches (for Tickets and Configuration Items only) Ad hoc Searches Functionality Yes No Approvals TRK# : Approvers and Reviewers based on Related CI and/or Affected Services Category: Approvals Affected Area: Change Request -< Approval Process Impacted Users: Agents and Administrators Automatically Visible to Users: Yes Affects Existing Workflows: No Reason for Change: Nimsoft Service Desk allows customers to configure approval rules with contextual approvers such as Manager of the requester, Group Lead, etc. Enterprises with a mature CMDB process would require NSD to make CI approvers available as well. This change results in a significant reduction of approval rules required for a CI or service based approval model. Revised Functionality: Provided ability to configure approval rules with contextual approvers / reviewers as below: Chapter 4: New and Changed Functionality 13

14 NSD Operating Environment Approver(s) for Affected Service Approver(s) for Related Service CIs Approver(s) for Related non-service CIs Reviewer(s) for Affected Service Reviewer (s) for Related Service CIs Reviewer (s) for Related non-service CIs The Approval engine should look-up a consolidated list of approvers based on the rules configured for the CI. If a Group is associated with a CI (Service / Non Service) or affected service CI, as Approver or Reviewer, all (active contacts) members of the Group shall be added to the ticket as approvers or reviewers. Platform Functionality TRK# : Localization/Internationalization Support in SSU Interface, Agent Interface and Platform Category: Platform Functionality Affected Area: Not Applicable Impacted Users: All Users Automatically Visible to Users: No Affects Existing Workflows: No Reason for Change: There was a need to support multiple languages. Revised Functionality: Leveraging the concept of locales, Nimsoft Service Desk would offer the ability for customers and end users to use the application in other languages besides English. Currently, customers can choose from the available locale options of Chinese, English, Japanese, Portuguese, and Spanish. Searches TRK# : Ability to Save Advanced (Ad hoc) Searches as User Defined Searches (for Tickets and Configuration Items only) Category: Searches Affected Area: Ad hoc Searches Functionality Impacted Users: Agents and Administrators Automatically Visible to Users: Yes Affects Existing Workflows: No Reason for Change: Today, there is no easy way for customers to select fields or columns from a view or table in Defined Searches. In the absence of a published data model, it is very challenging for customers to create or modify these custom searches leading to either abandonment or increased support burden. To improve the usability, it is recommended that the advance search be enhanced to include the ability to specify columns and save searches for later use. 14 Release Notes

15 NSD Operating Environment Revised Functionality: Provided support for advancing the usability of custom searches within Nimsoft Service Desk. It will enable customers to use advance searches to simplify the creation of new custom searches as well as modify existing ones. This is an incremental step in making the user experience a smoother one for custom search management. Chapter 4: New and Changed Functionality 15

16 Summary of Major Defects Chapter 5: Major Defects Fixed The following Major Defects were fixed in Nimsoft Service Desk Summary of Major Defects Summary Affected Area Automatically Visible to Users Affects Existing Workflows Bulk Upload TRK# : Class or CCTI based attributes are not getting displayed in the Class or CCTI based template CI Bulk Upload No No Change Management TRK# : The Start Date and End Date times are correct on the Change Ticket but not in the Defined Search Datepicker Yes Yes Configuration Management TRK# : Cross Browser - The holiday list value does not get filled automatically while editing Time Slip Yes Yes Cross Browser TRK# : Ticket details, Requester name and Ticket number cannot be displayed in Chrome TRK# : Logos of larger size gets truncated in IE9 TRK# : Cross-Browser: Value displayed in the Year field is different TRK# : Cross Browser - GUI - There is a wide space displayed between Lookup button and Clear icon throughout the Application Tickets Yes No Customer Logo Yes No Report Criteria Page Yes Yes Miscellaneous Yes No Custom Fields TRK# : Duplication in Manage Custom Fields Categorization Yes Yes Directory Synchronization TRK# : Contacts/user profiles updated in Nimsoft Service Desk are 17156, whereas the actual number of contacts is only 9621 Contact Synchronization Yes Yes s (Incoming & Outgoing) TRK# : Issue caused by multiple Outbound mail entries for slice (NSD Version ) Mail Configuration for No No 16 Release Notes

17 Summary of Major Defects outgoing Installation TRK# : Upgrade to fails Installation No No Miscellaneous TRK# : Java heap space error from other applications Reports No No TRK# : Account locked out User Preference Yes Yes TRK# : Customer not able to see documentation except the introduction page TRK# : Cross Browser UMP: When an IE compatible user logs into UMP through IE, the view is not displayed properly Xwiki Documentation Yes No UMP Service Desk Yes Yes Packaging & Release TRK# : Install AnyWhere: Uninstaller is not removing Tomcat for NSD release deployed in default folder TRK# : Unable to login into the Application after scratch deployment; upgrade rolls back Installer Yes Yes Login with i18n Yes Yes Reporting TRK# : Ticket Details Report generates report of 0 bytes size TRK# : Getting error message while running ticket details report Reports No No Reports Yes No TRK# : Error in ticket details report Reports Yes No TRK# : Special character '&' in attribute is giving improper data for that column when reports are run Ticket Details Report (Tabular) Yes No TRK# : While accessing reports, it was generating 'null' error TRK# : Either the Labels are misleading or the Data generated in the Report is incorrect Reports Yes No Reports Yes No Self Service TRK# : On the SSU interface, the "Type" field is getting greyed out TRK# : When SSU submits request, "Type" field is read only TRK# : CI Build - The 'Out of Office' check box does not get saved when changing the skin for SSU SSU Interface Yes Yes SSU Interface Yes Yes SSU Interface Yes Yes Ticket Templates TRK# : When Ticket Templates are used Apply Ticket Template on No Yes Chapter 5: Major Defects Fixed 17

18 Details from Agent interface, set field affected_ci_id is not populated Ticket TRK# : Ticket Template Set Fields values are not getting displayed and saved through IE 9.0 Apply Ticket Template On Ticket Yes Yes Web Services TRK# : The web service 'searchalltickets' does not display the results according to the criteria provided Search Tickets Web Services Yes Yes Workflow Actions TRK# : Unable to save, when setting Set Field as "Approved by Requestor's Manager" in Reason Code of a Workflow for Change Ticket Change Approval Yes Yes Details Bulk Upload TRK# : Class or CCTI based attributes are not getting displayed in the Class or CCTI based template. Category: Bulk Upload Affected Area: CI Bulk Upload Impacted Users: Administrator Cause: CI Bulk upload utility internally invokes CI Remap utility to re-associate the bulk upload template attributes to the pre-existing custom template attributes. There was an issue or functionality break in CI Remap utility where in CI attributes associated with bulk upload templates (added during bulk upload process) were not getting mapped with the pre-existing CCTI based templates. This led to an increase in the number of CI bulk upload template and many CI attributes (more than 3 lakh for a customer) had to be processed by the CI Remap utility. Additionally, this utility was running periodically by the CMDB gateway. As a result, Bulk Upload of Configuration Items (both manually and via web services) did not work correctly and kept running infinitely. Revised Functionality: Fixed the CI Remap utility to correctly re-associate the bulk upload template attributes to the pre-existing custom template attributes. Additionally, enhanced the performance of the CI Bulk Upload utility. Change Management TRK# : The Start Date and End Date times are correct on the Change Ticket but not in the Defined Search. 18 Release Notes

19 Details Category: Change Management Affected Area: Datepicker Impacted Users: All Users Cause: The timezone offset that got calculated for dates selected between start and end dates of the Daylight Savings for the user's timezone was incorrect. Revised Functionality: Corrected calculation of timezone offset when the date selected falls under DST date range of the user's timezone. Configuration Management TRK# : Cross Browser - The holiday list value does not get filled automatically while editing. Category: Configuration Management Affected Area: Time Slip Impacted Users: Agents and Administrators Cause: Holiday list was getting refreshed after the data got populated. Revised Functionality: Ensured that Holiday list gets refreshed before the data gets populated. Cross Browser TRK# : Ticket details, Requester name and Ticket number cannot be displayed in Chrome. Category: Cross Browser Affected Area: Tickets Impacted Users: Agents and Administrators Cause: The jquery JSON Parser was used while setting the values in the ticket form, which was not handling Unicode characters. The problem occurs only when ticket data contains characters as below: - The "\\r\\n" gets converted to "\r\n" - The \\\"Non recurring\\\" gets converted to \"Non recurring\" - The Unicode equivalents \u2022\t gets converted to (bullet followed by a tab) Revised Functionality: Modified implementation logic to use JSON Parser which replaces certain Unicode characters with escape sequences. TRK# : Logo of larger sizes gets truncated in IE9. Chapter 5: Major Defects Fixed 19

20 Details Category: Cross Browser Affected Area: Customer Logo Impacted Users: All Users Cause: The CSS style attributes of "height" and "width" are not being honored in IE9 mode. This seems to be a known issue in IE9. As a result, Logos of larger sizes were getting truncated. Revised Functionality: Ensured explicit application of the html attributes of width and height for the image when rendered from IE. TRK# : Cross-Browser:-Value displayed in the Year field is different. Category: Cross Browser Affected Area: Report Criteria Page Impacted Users: Agents and Administrators Cause: The getyear() JavaScript function used to retrieve current year is deprecated and it returns the years since 1900 and therefore the current year is not shown default selected. Revised Functionality: Used getfullyear() JavaScript function added instead of getyear () to retrieve the current year to be default selected in Year dropdown. TRK# : Cross - Browser -GUI -There is wide space displayed between Lookup button and Clear icon thru out the application. Category: Cross Browser Affected Area: Misc. Impacted Users: Web Services User Cause: The top and left property of all lookup button and the clear button were same for IE mode and X- browser mode. Revised Functionality: Added SC property to the fields so that the GUI issues do not pop up. Custom Fields TRK# : Duplication in Manage Custom Fields. Category: Custom Fields Affected Area: Categorization Impacted Users: All Users Cause: The CCTI drop down was displaying the record which does not have category, type, or item. That means, None as category/type/item was also being listed in CCTI, which should not be listed. 20 Release Notes

21 Details Revised Functionality: Identified all forms having CCTI dropdown; added a check to not consider CCTI having ids as 0 so that the blank value in the drop down is not displayed. Directory Synchronization TRK# : Contacts/user profiles updated in Nimsoft Service Desk are 17156, whereas the actual number of contacts is only Category: Directory Synchronization Affected Area: Contact Synchronization Impacted Users: Administrator Cause: The variables which are used to set the different counts like number of updated records, number of provisioned/deprovisioned users, etc., was declared as static in the action class. As per the class design, the variable should be instance variable and not static. It was incorrectly made static. As a result, some time, in case of simultaneous request, the utility overwrote the count and caused the reported issue. Revised Functionality: Corrected the declaration for variables which are used to set the different counts like number of updated records, number of provisioned/deprovisioned users, etc., to make it non-static, so that even in case of simultaneous request, the different counts get detected correctly. s (Incoming & Outgoing) TRK# : Issue caused by multiple Outbound mail entries for slice (NSD Version ). Category: s (Incoming & Outgoing) Affected Area: Mail Configuration for outgoing Impacted Users: Administrator Cause: As per requirement, there should only one mail configuration for outgoing type per slice. But, NSD application was allowing multiple configurations for outgoing mail per slice. Revised Functionality: Ensured that the NSD application does not allow to create/insert, for outgoing mails, more than one mail configuration per slice. Installation TRK# : Upgrade to fails. Chapter 5: Major Defects Fixed 21

22 Details Category: Installation Affected Area: Installation Impacted Users: Administrator Cause: During the unzipping of the installation package, if package contains the newer property file, i.e. if the time stamp of the property file is latest/newer than the existing property file, then the newer properties overwrites the existing property, which is causing the reported issue. Revised Functionality: Added changes in such a way that the timestamps of the existing property is getting updated with current time before the NSD package is unzipped. Miscellaneous TRK# : Java heap space error from other applications. Category: Miscellaneous Affected Area: Reports Impacted Users: Agents and Administrators Cause: There is an issue of Memory Leak (and potentially connection leaks) that has been observed with the Pentaho Server. The Pentaho Server crashes at times with Java Heap Space errors. Restart of the Reporting Server means that the User may experience some errors if they were trying to use a report at the instant when the server was being restarted. Revised Functionality: Implemented a light-weight reporting engine module (taking code references from the Pentaho 1.6 being used earlier) such that the existing report set consisting of Pentaho based.xaction and.xml files will be used as it is.. TRK# : Account locked out. Category: Miscellaneous Affected Area: User Preference Impacted Users: Agents and Administrators Cause: Due to page rendering slowness, the user preference page was not being rendered completely and the user could not see this user preference page to change the settings. Revised Functionality: Corrected the rendering of the user preference page. So user can see the user preference page to change the settings. TRK# : Customer not able to see documentation except the introduction page. 22 Release Notes

23 Details Category: Miscellaneous Affected Area: XWiki Documentation Impacted Users: All Users Cause: The documentation authentication group was being deleted when NSD application user changed from one group to another group. Revised Functionality: The documentation authentication group would not be deleted if NSD Application user gets change from one group to another group. That means, whenever user changes from one group to another group, the documentation permissions remain unchangeable. TRK# : Cross Browser UMP: When an IE compatible user logs into UMP through IE, the view is not displayed properly. Category: Miscellaneous Affected Area: UMP Service Desk Impacted Users: Agents and Administrators Cause: This is a known behavior of IE9. (The Application gets displayed properly only when Compatibility view is turned on.) Revised Functionality: Modified implementation logic to implicitly use the Cross-Browser rendering mode, while User logs into application via UMP. Packaging & Release TRK# : Install AnyWhere: Uninstaller is not removing tomcat for NSD release deployed in default folder. Category: Packaging & Release Affected Area: Installer Impacted Users: Administrator Cause: When the NSD installation directory contains space in its name, tomcat services are not removed/uninstalled properly and due to this reason the folder does not get deleted properly. Revised Functionality: Modified the install anywhere script to execute the windows command in double quote (") so the command for removing services gets executed properly without any error and the folder gets deleted. TRK# : Unable to login into the application after scratch deployment; upgrade rolls back. Chapter 5: Major Defects Fixed 23

24 Details Category: Packaging & Release Affected Area: Application Login Impacted Users: All Users Cause: When system parameter 'detect-run-at-server-for-cache-load' value is set to TRUE then user cache does not get generated on Window OS. Revised Functionality: Now, the user cache always gets generated regardless of the value of system parameter 'detect-run-at-server-for-cache-load'. Reporting TRK# : Ticket Details Report generates report of 0 bytes size. Category: Reporting Affected Area: Reports Impacted Users: Agents and Administrators Cause: The previous query was not normalized and taking too much time to perform it Revised Functionality: In the tabular format of ticket details report, provided a new lookup for column (number of fields of ticket) selection in report criteria. By default it does not includes all the columns/fields of tickets. Also, made a change in the report query to display the data of the report based on column selected by the user. TRK# : Getting error message while running ticket details report. Category: Reporting Affected Area: Reports Impacted Users: Agents and Administrators Cause: The report was not optimized. Revised Functionality: In the ticket details report in tabular format, provided a new lookup for column (number of fields of ticket) selection in report criteria. By default it does not includes all the columns/fields of tickets. Also made changes in the report query to display the data of the report based on column selected by the user. TRK# : Error in ticket details report. Category: Reporting Affected Area: Reports Impacted Users: Agents and Administrators Cause: The report was not optimized. 24 Release Notes

25 Details Revised Functionality: In the ticket details report in tabular format, provided a new lookup for column (number of fields of ticket) selection in report criteria. By default it does not includes all the columns/fields of tickets. Also made changes in the report query to display the data of the report based on column selected by the user. TRK# : Special character '&' in attribute is giving improper data for that column when reports are run. Category: Reporting Affected Area: Ticket Details Report (Tabular) Impacted Users: Agents and Administrators Cause: The Ticket Details Report in tabular fashion displays improper data for the attribute names having XML special characters (&, <, >, ") in their name. Revised Functionality: Modified underlying logic to support XML special characters (&, <, >, ") in attribute names. TRK# : While accessing reports, it was generating 'null' error. Category: Reporting Affected Area: Reports Impacted Users: Agents and Administrators Cause: The earlier reporting engine depended on the browser language instead of the logged in user language. Revised Functionality: This has been resolved in new reporting engine. This engine depends on the logged in user language instead of the browser language. TRK# : Either the Labels are misleading or the Data generated in the Report is incorrect. Category: Reporting Affected Area: Reports Impacted Users: Agents and Administrators Cause: Implementation for considering start date and end date filter for Aging Reports was missing. Revised Functionality: Provided the implementation for considering start date and end date filter for Aging Reports. When filtering the Aging Reports by start date, end date and report as on dates, it should be noted that the reports will be shown between start date and end date/report date, whichever comes first (not recent). For e.g.: If start date is 5-Jun-2011, when Report as on Date is more recent than End Date: 1. End Date is 8-Dec Report Date is 19-Dec-2011 It would render the report between the date range 5-Jun-2011 to 8-Dec Chapter 5: Major Defects Fixed 25

26 Details If End Date is more recent than Report as on Date: 1. Report Date is 8-Dec End Date is 19-Dec-2011 It would render the report between the date range 5-Jun-2011 to 8-Dec If As on Date is before Start Date: No data is available Self Service TRK# : On the SSU interface, the "Type" field is getting greyed out. Category: Self Service Affected Area: SSU Interface Impacted Users: Self Service User Cause: The 'Type' field was not enabled on ticket form in SSU interface. Revised Functionality: Enabled the 'Type' field on ticket form for following conditions: The type field must be enabled when submitting the request via Home >> Submit Request Create a ticket template for SSU service request and set the ccti_id in the same. The type field must appear disabled with the type field set when submitting the request via this ticket template. Create a ticket template and do not set the ccti_id for the same. The type field must appear enabled when submitting the request via this ticket template. TRK# : When SSU submit request, "Type" field is read only. Category: Self Service Affected Area: SSU Interface Impacted Users: Self Service User Cause: The 'Type' field was not enabled on ticket form in SSU interface. Revised Functionality: Enabled the 'Type' field on ticket form for following conditions: The type field must be enabled when submitting the request via Home >> Submit Request Create a ticket template for SSU service request and set the ccti_id in the same. The type field must appear disabled with the type field set when submitting the request via this ticket template. Create a ticket template and do not set the ccti_id for the same. The type field must appear enabled when submitting the request via this ticket template. TRK# : CI Build - The 'Out of Office' check box does not get saved when changing the skin for SSU. 26 Release Notes

27 Details Category: Self Service Affected Area: SSU Interface Impacted Users: All Users Cause: In safari browser, the page is getting reloaded before the user profile gets updated due to asynchronous request made to update the profile. Revised Functionality: Made the synchronous call to update the contact profile, so the contact profile getting updated before the page reloaded. Ticket Templates TRK# : When Ticket Templates are used from Agent interface, set field affected_ci_id is not populated. Category: Ticket Templates Affected Area: Apply Ticket Template On Ticket Impacted Users: Agents and Administrators Cause: The condition was configured incorrectly to reset the affected_ci_id field, if affected_ci_name is not available while populating the data on the form. Revised Functionality: Corrected the condition configured to reset the affected_ci_id field, if affected_ci_name is not available while populating the data on the form. TRK# : Ticket Template Set Fields values are not getting displayed and saved through IE 9.0. Category: Ticket Templates Affected Area: Apply Ticket Template On Ticket Impacted Users: Agents and Administrators Cause: The existing implementation was checking at periodic interval for ticket form to get loaded properly, so that ticket template set field can be applied on that. The function invocation at periodic interval was not honored by all the browsers. Revised Functionality: Modified function invocation at periodic interval ensuring that it works for all browsers. Web Services TRK# : The web service 'searchalltickets' does not display the results according to the criteria provided. Category: Web Services Affected Area: Search Tickets Web Services Impacted Users: Web Services User Chapter 5: Major Defects Fixed 27

28 Details Cause: Structural level changes to the ad hoc searches form caused the Search All Tickets to break, as it was searching for the form objects that don t exist when executing the personal searches. Revised Functionality: Created a virtual object table container for the web service that can be referred for searching the tickets. Workflow Actions TRK# : Unable to save, when setting Set Field as "Approved by Requestor's Manager" in Reason Code of a Workflow for Change Ticket. Category: Workflow Actions Affected Area: Change Approval Impacted Users: All Users Cause: The matching criteria condition was not made quote safe/sql safe when fetching and replacing the tokens with ticket values. As result of this, it was failing when ticket value like reason code had quote in the same. Revised Functionality: Added the code to make the ticket values quote/sql safe when replacing the tokens with the actual ticket values. 28 Release Notes

29 Details Chapter 6: Known Issues and Workarounds The following sections describe the symptoms and solutions for known issues. NSD does not work as a UMP Portlet in IE9 IE9 has some modified behavior due to which the Service Desk UI does not render appropriately when invoked as a portlet from within UMP. Solution: This can be worked around by setting the compatibility view within IE9. Chapter 6: Known Issues and Workarounds 29

30 Details Known Limitations around Internationalization/Localization Support The list below identifies the known limitations of using Nimsoft Service Desk in localized setting. Internationalization works only in cross-browser mode for Agent/Administrator Interface. Feedback questions are not localized, even if included in the Language Catalog. Service Feedback Report has not been localized. Bold and Italic letters / characters in Asian languages may not be supported Knowledge based search would be a full text search. Keyword Based search could show unexpected results. Global Search support for Standard keywords like 'Service Request', 'Incident', 'Problem', 'Change Request' and 'Task Ticket' will not work in different locale. Table sorting functionality is based on character sorting and has been validated only for English inputs. It may not work for other languages. Double byte character filename not are not getting displayed correctly after download on Safari browser Password strength validations, like number of characters, special characters and integers may not work appropriately if the password is specified in a language other than English. Passwords may not work for different languages like Chinese/Japanese. Spell Checker in different languages is not supported. Localized Calendars with Start day of the week or local calendar are not supported. Communication Templates can be created in any language. However the Tokens will be specified and replaced only in the English language. Customized Images containing text cannot be localized. Buttons for "Login", "VIP" and "Forgot Password" are in English only. Install Anywhere based Installer is not translated. Locale selection is not available during installation. 30 Release Notes

31 Details Status bar messages are controlled by the browser locale and are not application rendered. However, if the application makes an AJAX request then the status messages would get translated. The label caption of the "Browse" button for File Uploads are dependent on the browser and are not controlled by the application Confirmation (prompt) dialogs with buttons such as "Ok", "Cancel", "Confirm" are dependent on the browser and are not controlled by the application. NSD Gateway integration is not internationalized via web services Web service internationalization. In Trend Reports covering a Date Range, when data points are based on Months, the names of the months appear in English only. Xwiki documentation shall be displayed in English only. After entering new message content or editing an existing item, the Language catalog needs to be refreshed manually using Refresh Cache button for the change to take effect. Number formats are not localized. We are currently not using number formats within the application Only UTF 8 bit is supported. Manage Logon Notice: Notice content is not localized Chapter 6: Known Issues and Workarounds 31

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33 Appendix A: Licensing Information Liferay This product contains components of the Liferay Portal, subject to the following terms. Copyright (c) 2009 Liferay, Inc. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software'), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The Above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS-IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES, OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF ORIN CONNECTION WITH THE SOFTWARE OR THE USER OR OTHER DEALINGS IN THE SOFTWARE". Appendix A: Licensing Information 33