February, 2016 (Re-posted on 25th July, 2016) ServiceMax, Inc. Copyright 2016 ServiceMax, Inc. All Rights Reserved. Designated trademarks and brands are the property of their respective owners.
About ServiceMax This document provides a brief summary of new features, enhancements, and modifications in the Winter 16 SP release of ServiceMax. It includes Brief, high-level description of the features and functionality Key setup information Best practices to ensure your continued success Reference to detailed help documentation as applicable The release notes also identify all other changes and provide details about how those changes might affect your organization. Some of the features are available only for customers with Enterprise ServiceMax license and/or priced separately. If you are unable to access any of the new features in your org / need more details, contact your ServiceMax Account Executive or ServiceMax Support. Any features described in this document as pre-release (beta) are new fully functional features, which are however not production-ready and may contain defects. Please report any such defects to ServiceMax Support. Any unreleased features referenced in this release notes, other press releases, or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available. Resources and Links You can find out how to set up, upgrade, and use the ServiceMax Suite application at http://userdocs.servicemax.com. ServiceMax Education ServiceMax provides training offerings in three areas to ensure your organization's success: Certification for application configuration and management, Tailored training solutions for increased adoption, and Understanding of the field service industry. To receive information about our education services, contact training@servicemax.com or visit our Training page. Page 2 of 18
ServiceMax Winter 16 SP Table of Contents About ServiceMax... 2 Changes... 4 What s New in ServiceMax Winter 16 SP?... 5 Winter 16 SP Feature Summary and User Impact... 6 Backward Compatibility Matrix... 8 ServiceMax Online... 9 Dispatch Console Changes... 12 ServiceMax Winter 16 for ipad... 13 ServiceMax Mobile For Laptops... 13 ServiceMax Winter 16 for iphone... 14 ServiceMax Winter 16 Pulse App... 14 Fixed and Known Issues/Limitations in This Release... 15 Appendix... 16 Page 3 of 18
Changes Read about changes to the release notes, with the most recent changes first. July 25th, 2016 Updated Security Enhancements, Upgrade considerations, and Configuration Settings introduced in this release sections June 8th, 2016 Updated Third-Party app integration changes and Upgrade Considerations sections February 12th, 2016 First version Page 4 of 18
ServiceMax Winter 16 SP What s New in ServiceMax Winter 16 SP? The Winter 16 SP release of ServiceMax includes some important enhancements to features and apps. The highlights of this release are listed below. Translations Update: For all the eleven supported languages, for all the translatable strings introduced / updated in ServiceMax releases Sum 15 SP and Win 16. Support for Pricebook object: Supported in SFM transactions in online and mobile apps. Security Enhancements: Apply CRUD, FLS, and Sharing Settings in online app; CRUD and FLS controlled by global configuration setting. Dispatch Console: Assigned/Scheduled Technicians Filter Changes. Third-party app integration changes in ios apps: To adhere to ios 9 security restrictions in ServiceMax Winter 16 for ipad, iphone, and Pulse apps. Mobile For Laptops app: Allow reference to unsynchronized locally created records. Page 5 of 18
Winter 16 SP Feature Summary and User Impact The Winter 16 SP Feature Summary and User Impact table shown below identifies the enhancements and indicates setup requirements. ServiceMax Suite Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Translations Update Support for Price Book object in SFM transactions Security Enhancements: Apply CRUD, FLS, & Sharing Settings Dispatch Console: Assigned / Scheduled Technicians Filter changes ServiceMax Winter 16 for ipad Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Third-party app integration changes (except for integration with ServiceMax Pulse App) ServiceMax Mobile For Laptops Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Allow reference to unsynchronized locally created records ServiceMax Winter 16 for iphone Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Integration with ServiceMax Pulse App Page 6 of 18
ServiceMax Winter 16 SP ServiceMax Winter 16 Pulse App (for ipad and iphone) Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Integration with ServiceMax ipad / iphone app Page 7 of 18
Backward Compatibility Matrix ServiceMax Suite versions supported for Winter 16 Mobile App versions Mobile App Version Android (16.20.008) ipad (16.20.003) iphone (16.20.004) Mobile for Laptops (16.20.002) Offline Client (14.20.0.1) Supported ServiceMax Suite Versions Winter 16, Winter 16 SP Winter 16, Winter 16 SP Winter 16, Winter 16 SP Winter 16, Winter 16 SP Winter 14 to Winter 16 SP ServiceMax Mobile App versions supported with Winter 16 SP ServiceMax Suite Mobile App Supported ServiceMax Mobile app Versions Android ipad iphone Mobile for Laptops Winter 16 (16.10.x and 16.20.x) Winter 16 (16.10.x and 16.20.x) Winter 16 (16.10.x and 16.20.x) Winter 16 (16.10.x and 16.20.x) Offline Client Offline Client 14.20.0.1 Winter 16 ProductIQ compatibility 1 Supports Winter 16 and Winter 16 SP ServiceMax Suite Supports ServiceMax Winter 16 and Winter 16 SP Mobile For Laptops Winter 16 ServiceMax Pulse App compatibility Supports Winter 16 and Winter 16 SP ServiceMax Suite Supports ServiceMax Winter 16 (16.10.x and 16.20.x) for ipad and iphone apps 1 Standalone windows app Page 8 of 18
ServiceMax Winter 16 SP ServiceMax Online Translations Update For all the eleven supported languages, translations have been updated to cover all the new features released till the Winter 16 release of ServiceMax. Translations for Salesforce strings such as object labels, field labels, picklist values, and custom labels, which are managed through Salesforce Translation Workbench, are included in the ServiceMax package. Translations for any new / updated strings defined in standard SFM transactions, wizards, searches, and inventory processes, which are managed through ServiceMax Translation Workbench, are loaded by the ServiceMax Configurator. For more details, refer to Online Help sections Language Support and ServiceMax Translation Workbench. Support for Pricebook object in SFM transactions Pricebook object can now be configured as a source or target object in all types of SFM transactions. Pricebook lookup fields are now supported in SFM transaction designer for all types of SFM transactions. They are now available for selection like other supported lookup fields, in all configurations such as page layouts, expressions, maps, data validation rules, source object updates and so on. The above configurations are supported by all the mobile apps in the ServiceMax suite. For more details about SFM Transaction & Docs Designer, refer to Online Help. Page 9 of 18
Security Enhancements Security has been enhanced and enforced more broadly across the entire ServiceMax online app. Summary of these enhancements and their impact are as follows: 1. Ability to create / update / delete records of any standard or custom object: Determined by CRUD permissions for objects (Object Settings) in user s Salesforce profile and permission sets 2. Manipulate individual fields in the records of the above objects: Determined by Field- Level Security (Field Permissions) in user s Salesforce profile and permission sets 3. View records of any object (e.g. when viewing a list in a ServiceMax screen such as SFM Search results screen): Determined by the applicable Sharing Settings and Sharing Rules All the above settings defined in the Salesforce platform are enforced for all the features in the ServiceMax online application, encompassing both configuration screens and delivery screens & engines. These were previously being handled in different ways in different features. This handling has been made more consistent now across features, with some configurability and exceptions. All these are described in detail in the following sections. Refer to the Upgrade Considerations section to know the upgrade impact. Technical details Following are the key technical details related to the configuration and delivery of this feature: New global setting GBL031 (Apply CRUD and FLS settings in the ServiceMax online app) has been introduced (module Common, submodule Global Settings) When GBL031 is set to True, CRUD and FLS settings are enforced during all DML operations (create, update, upsert, delete) Sharing Settings and Sharing Rules are applied unconditionally, allowing access to only the records owned by the logged in user and to the records shared with the user Features Impacted by All Changes List of features impacted by all the above changes is given below: All the configuration screens in ServiceMax Setup home page Installed Product Counters & Warranties Interactive Entitlement on Case and Work Order Work Order & Service Contract Invoicing Service Parts and Reverse Logistics consoles & engines. Page 10 of 18
ServiceMax Winter 16 SP Features not mentioned above apply security checks out of the box by default fully or partially, or based on existing configuration settings. Such features, how they enforce security, and key exceptions are covered in the following sections. Features with No Change in Behavior Features with no change in behavior from previous releases: Features that auto-populate Case information based on business rules apply CRUD, FLS, and Sharing Settings always: o Auto Entitlement o SLA Clocks Features that auto-populate work order information based on business rules apply CRUD, FLS, and Sharing Settings always: o Auto Entitlement o SLA Clocks o MTTS o Primary Territory matching o Preferred Technician calculation o Dispatch Process matching SFM wizard delivery screen applies CRUD, FLS, and Sharing Settings always SFM search delivery screen applies CRUD, FLS, and Sharing Settings always Inventory Engine applies CRUD, FLS, and Sharing Settings always Mobile apps apply these settings based on existing settings under module ServiceMax ipad Client and submodule Synchronization: SET008 (global) and SET014 (group) Features with Some Change in Behavior Features with some change in behavior from previous releases: Dispatch Console applies CRUD and FLS based on GBL031 (changed behavior). It does not apply Sharing Settings, but controls data access internally through business logic (no change in behavior from previous release) Data Lookup Rules engine applies CRUD and FLS based on GBL031 (changed behavior). It applies Sharing Settings always (no change in behavior from previous release) SFM Delivery applies CRUD and FLS always (no change in behavior from previous release). It applies Sharing Settings (changed behavior) Linx for ServicePower and OptiMax engines, which process work orders and their schedules, apply CRUD and FLS based on GBL031 (changed behavior). They do not apply Sharing Settings, but control data access internally through business logic (no change in behavior from previous release) Page 11 of 18
Dispatch Console Changes Assigned/Scheduled Technicians Filter Changes In Winter 16, on using the second button in the Filter Results area to view the scheduled technicians for the work orders displayed in the grid, the behavior was as follows: Show the events associated with those work orders, non-work Order events, and the events of other Work Order records Highlight the events associated with the work orders displayed in the grid with a blue border in Gantt This has now been changed to show only the events associated with those work orders. The events are not highlighted with any border. Additionally, when the above filter was enabled, if the work orders were filtered in the grid based on any Work Order attribute, the filter was shown as enabled; however, the Gantt was not refreshed to show only the events of scheduled technicians for the filtered set of work orders. In this scenario, now the filter is disabled and hence the Project View button in the Zoom area is also disabled. On using the first button in the Filter Results area to view the assigned technicians for the work orders displayed in the grid, following is the changed behavior (highlighted): Display all the events of each technician, which are within the date range of the Gantt Highlight with a blue border the events of the work orders displayed in the grid For more details about Filter Results, refer to Online Help. Page 12 of 18
ServiceMax Winter 16 SP ServiceMax Winter 16 for ipad Third-party app integration changes Security improvements in Apple s ios 9 prevent third-party apps from being called directly from within an app without explicit authorization from the app s author. This means that it is no longer possible to dynamically integrate a third-party app with ServiceMax for ipad by configuring a Custom Action URL. ServiceMax now has to explicitly authorize a third-party app to be invoked from within our ipad app. ServiceMax authorizes apps from certified ServiceMax ISV partners, as each one goes through an evaluation process to ensure enterprise grade product standards are met. If you had previously integrated a third-party app with ServiceMax for ipad app by using a Custom Action URL, the integration might no longer work upon upgrading to ios 9. ServiceMax Mobile For Laptops Allow reference to unsynchronized locally created records Now, reference to locally created records is allowed before they are synchronized to server. This will enable your technicians to create new master and detail records such as Work Order and Work Detail in the same SFM transaction, without the need to create the work order first, synchronize it to server, and then create the work details. Lookup searches also include any matching locally-created, unsynchronized records for selection. A temporary id will be displayed for auto-numbered name fields. This will enable your technicians to create new installed products and contacts when in the field, and immediately use them in the current work order, all in offline mode. Technicians can also create an entire multi-level hierarchy of top-level, parent, and child installed products all in offline mode, and synchronize them to the server in one go. These records will be created on the server during the next data sync and the references will get resolved automatically, without any additional data syncs or sync failures. Page 13 of 18
ServiceMax Winter 16 for iphone Integration with ServiceMax Pulse App Due to the security restrictions introduced by Apple in ios 9, it is required to explicitly whitelist any third-party app which should work with the ServiceMax for iphone app. ServiceMax Pulse App is one such app. To ensure that ServiceMax for iphone app continues to work out of the box with the ServiceMax Pulse App, it has been whitelisted in this version of ServiceMax Winter 16 for iphone app, as per Apple specifications. It will continue to be whitelisted in the future releases of ServiceMax for iphone apps. ServiceMax Winter 16 Pulse App Integration with ServiceMax for ipad / iphone app Due to the security restrictions introduced by Apple in ios 9, it is required to explicitly whitelist any third-party app which should work with the ServiceMax Pulse App. Pulse App integrates with ServiceMax for ipad / iphone app. To ensure that ServiceMax Pulse App continues to work out of the box with the ServiceMax for ipad / iphone app, ipad and iphone app have been whitelisted in this version of ServiceMax Winter 16 Pulse App, as per Apple specifications. They will continue to be whitelisted in the future releases of ServiceMax Pulse Apps. Page 14 of 18
ServiceMax Winter 16 SP Fixed and Known Issues/Limitations in This Release These release notes are about new, enhanced, and modified features, not issues. For information about fixed and known issues/limitations in this release, check the Winter 16 SP Issues List document. Page 15 of 18
Appendix Upgrade considerations This section identifies the upgrade considerations applicable to features / enhancements included in this release. These include options to enable/disable the features, and configuration updates to handle the changes introduced in existing features. Security Enhancements In this release (Winter 16 SP), the security enhancements related to CRUD and FLS are not applied by default after upgrade, as the new global setting GBL031 is set to False by default. But, Sharing Settings are applied by default after upgrade. However, it is recommended to test the upgrade to this release with all the security enhancements applied, as described in this section. This will help refine and restrict access to objects, fields, and records to different types of ServiceMax users. Upgrade to this release should be first done in a sandbox, with the new setting GBL031 set to True for the active global ServiceMax configuration profile. Then a complete end-to-end testing of all the business processes must be executed, covering both configuration and delivery screens. If any issues are faced, setting value can be changed to False to confirm that it is because of the security enhancements. Then update the CRUD and FLS settings for the affected Salesforce profiles, to provide access to the required objects and fields. Update the setting to True again and re-execute the failed tests. Refer to data model sections in online help to know the list of associated objects for any feature. Note that Sharing Settings need to be updated, in case the issues are related to lack of access to specific records, and not objects or fields. Setting GBL031 does not have any impact on this. ServiceMax Linx for ServicePower If you have configured Book Dependent Jobs and customized the Apex Class COMM_Controller, you need to execute the following steps before upgrade: 1. Reset the overriding for New button In Dependency Management object (set Override With for New button to the option No Override (use default)). 2. Remove/void the custom Visualforce page CreateWODependency. 3. Remove the public method CreateDependency from COMM_Controller class. 4. Create a new custom Apex Class named CreateDependency, with the content shown in online help section CreateDependency Apex class under Dispatch and Scheduling > ServiceMax Linx for ServicePower > Setup And Configuration > Business Process & Rules Configuration > Custom SFM and related configurations for Dependent Work Orders. 5. Re-create/restore the custom Visualforce page CreateWODependency. Page 16 of 18
ServiceMax Winter 16 SP 6. Override the New button in Dependency Management object and point it to the custom Visualforce page CreateWODependency. Page 17 of 18
Configuration Settings introduced in this release Common > Global Settings Setting Id & Name GBL031 Apply CRUD and FLS settings in the ServiceMax online app Setting Value and Details Default Value: Depends on ServiceMax version and upgrade path if applicable In Winter 16 SP, security enhancements related to CRUD and FLS are not applied by default after upgrade, as the new global setting GBL031 is set to False by default. This is different from the following release (Spring 16) onwards. The default value can be True or False, depending on the type of install, as described below: If Spring 16 version or a higher version of ServiceMax package is newly installed in an org, the default value of GBL031 will be True If the org is upgraded from Winter 16 SP to Spring 16 or higher version, no change in the value of GBL031 for any org-wide ServiceMax profile If the org is upgraded from any release prior to Winter 16 SP to Spring 16 or higher version, value of GBL031 will be False for all org-wide ServiceMax profiles Details: Set this global setting to True to apply CRUD and FLS (Field-Level Security) settings defined in the Salesforce platform for all the features in the ServiceMax online application, encompassing both configuration screens and delivery screens & engines. There is no change in the behavior of Mobile apps in this area, when compared to previous releases. As in previous releases, mobile apps apply FLS settings based on the existing global setting SET008 (Skip inaccessible fields) under module ServiceMax ipad Client and submodule Synchronization. Page 18 of 18