heattm 2013.1 releasenotes

HEATTM 2013.1Release Notes

HEAT 2013.1 Release Notes

5/31/2013 page 2 of 57

Copyrights and TrademarksCopyright © 2011-2013 FrontRange Solutions USA Inc. All Rights Reserved.

Use of this software, subscription services and related user documentation IS subject to the terms and conditions of the applicable

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terms and conditions of the subscription AGREEMENT in order to use THE SOFTWARE AND SUBSCRIPTION SERVICE.

WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any

part of the software or related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated

into any language, without the express written permission of FrontRange Solutions USA Inc.

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The following are trademarks of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries: FrontRange

Solutions®, FrontRange™, GoldMine®, GoldSync®, GoldMine® Answer Wizard™, GoldMine® Management Intelligence™, GoldMine® Manager’s

Console™, iGoldMine™, HEAT®, HEAT® Service & Support™, HEAT® PowerDesk™, iHEAT™, HEAT® Self Service™, HEAT® Manager’s Console™,

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Use of Microsoft Access Database Engine and Office System Driver

HEAT uses the following from Microsoft Access Database Engine 2010, 2007 Office System Driver: Data Connectivity Components, and Service

Pack 1 for Microsoft Access Database Engine 2010 (KB2460011) 64-bit Edition.

Microsoft®, Access®, Office®, and Windows® are trademarks of the Microsoft group of companies.

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Other products and brands are the trademarks of their respective owners or companies.

Contact FrontRange Solutions USA Inc. at [email protected].

Release NotesHEAT 2013.1.

Published Friday, May 31, 2013


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About the Release NotesThese Release Notes provide a quick user guide for the latest release of FrontRange HEAT.

What's IncludedThese Release Notes provide:

A brief, high-level description of the reported issue with incident number.

Description of the issue to any impacted feature or UI.

Your Feedback MattersWe knowhow important the Release Notes, online help, and documentation are to your company's success withthe FrontRange HEAT product.

To continually improve the content we deliver to you, wewant to knowwhat works and what doesn't. Forquestions or comments, please contact FrontRange Global Support services by one of the following ways:

Email us at: [email protected]

Log an Incident via Self-Service at: http://www.frontrange.com/Support/Login.aspx

Call our support line. Please refer to the global phone list located here: http://www.-frontrange.com/contact/support.aspx

If this is an urgent matter please call support services for immediate assistance.


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New Features

Feature DescriptionExistingCustomers

Social Group Supports message posting to groups, roles, teams. A

New UI New Self Service UI. User has option to change Agent UI to new UI. CSimplified Applications Incident, Service Request and Task have been simplified. M

Watch List Now can mark working items like incidents, problems, dashboards,and view Recent Items.

A

Changing role selectionmenu

Easy in-place navigation to change the role. A

Support AdditionalCustomer Types

Allow employees and external contacts to login to self-serviceportal and create incidents.Existing customers will need to migrate their data to takeadvantage of this feature.

M

Additional Localization Additional language for Dutch and Portuguese Self Service inaddition to French, German, Spanish support for both self-serviceand agent view.

M

Referential Integrity Metadata referential integrity is improved. The dependency ischecked before deleting certain elements in admin, such as fields.

A

Data Integrity Before an object can be deleted, it is checked for relateddependent objects. If so, a warning message asks the user toconfirm the deletion. Relationships can be marked to preventdeletion of such objects until all the dependent objects are deleted.

C

IE 10 Support Internet Explorer 10 is supported. AReorganized additionalworkspace items

There is a newMore… option to get to the workspace items easilyas well as the ability to search them. Also stores recently viewedworkspaces for easy access.

A

Additional Workspaces inadmin

More… option is implemented in admin workspace whereadditional workspaces can be searched. Commonly used adminrelated business objects are also accessible in this section.

A

Cascaded validation list inQA prompt

A prompt in a quick action will be able to take advantage of formcontent to restrict the data presented.

A

New System Functions Key date functions are added. ADelta LDAP Sync Incremental synchronization of Employee records from LDAP is

now supported using the LDAP Content Synchronization ProtocolA


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Feature DescriptionExistingCustomers

[RFC 4533].

Address book Ability to bring in the address book to agents when sending emails.The address book includes related addresses, users, groups andteams. This also supports showing emails from custom objects.

M

Admin UI load performanceimprovements

Improved the loading time for admin tool in general andspecifically for business object management.

A

Approval block supportingno Approvers in CAB

Provided a configurable option to approve, deny when noapprovers are found. The existing approval block behavior will notchange because of this option. Customers are encouraged toupdate the existing approval blocks to configure this new option.

A

Data Import wizard tosupport local file

Users can now upload data file from the local machines to importBO data instead of using FTP or Shared folder locations. Dataimport files support uploading files from local browser.

A

Data segmentation tosupport numbers

Users can now use empty and not empty tests with numeric fields. A

Timezone control fordate/time entry

When entering date time field in forms such as change schedule,users can optionally select the target time zone.

A

Key:

A – Feature will automatically appear upon upgrade to 2013.1. This is typical of smaller enhancements that will notdisrupt daily use for existing tenants.

M – Feature will not be available to existing tenants, and must bemanually reconfigured. This is typical of certaintypes ofmetadata changes that could adversely affect existing deployments.

C – Feature is immediately available, but must be enabled in the Administrator via configuration settings.


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Feature DetailsMany new features are configurable or have a visible change to the system.The following feature descriptions areintended as a preview, not full documentation or training. Full documentation on usage of the features is availablein the online help included in the release.

Role Selection MenuChanging roles has become simpler, and the user can switch in context without flashing to the login screen andback.

Simply select the role from the drop down list below the user name.


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Social GroupsA new capability was added to HEAT to support social IT. Users on the system could post messages and respond toposts from other users.

In 2013.1, this feature has been expanded to allow for teams, roles and groups to have private conversations.Teams are based on the standard user teams that the current poster is a member of. Roles are the roles thecurrent poster is a member of. Groups are ad hoc collections of one or more users defined locally by the poster.

When a new post is created, the creator can select whether a post is available for all to see, or if it is limited to oneor more teams or one or more groups.


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New UIIn HEAT 2013.1, a new user interface is being introduced. This UI has been modernized and has more consistentbehavior across all object types. It includes a flat UI for controls, tabs; minimal gradient, and no 3-D looking UI. For2013.1, this interface is optional for users, so that a coordinated transition plan can be put in place. It will becomethe standard interface from 2013.2 and forward.

Clear visual indicators when user takes action (for example. Text/combo-box highlights (Blue) when selected,Toplevel/workspace tab highlights (Red) when hover over). Administrators can enable this UI by selecting it in the roledefinition.

Note: The new user interface only applies to the Self Service and Service Desk interfaces. Changes to theadministrative interface are scheduled for 2013.2

Included in the newUI are new controls which allow for viewing more related item information on themain page,reducing the need to switch tabs. These can show attachments, lists of related business objects, and comments /notes on a single page.


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Existing administrators can add this functionality to their forms using the form designer. New controls are available.

Note: The new controls (such as the flext controls for comments, attachments, and CIs) are only supported withinthe newUI.


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Application Simplified View for Incident, Service Request, TaskSimplified UI for Help Desk/Service Desk View

Less frequently used top level tabs initially hidden

Less frequently used related object tabs initially hidden

Use easier terms (“Type” vs. “Service”) for Help Desk view

Re-arranged content in form to optimize viewing and navigation

Move journals, attachments, assets to main form to improve navigation

Intuitive and modern looking controls for Journals, Attachments, and Asset Linking


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Watch ListUsers can pin specific records to a watch list. In addition, recently accessed items are automatically added to thewatch list. This enables users to quickly return to specific records that require revisiting or additional work.

Additional LocalizationDutch and Portuguese are added as supported Self Service languages. These languages are scheduled to be addedto the primary interface in 2013.2.


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Referential IntegrityMorel validity checking has been added to the Administrator. For example, if a user attempts to remove a fieldfrom the list of fields and that field is in use elsewhere, the user will be prevented from accidentally deleting thefield.

Data IntegrityEnd users are better protected from making mistakes that could affect the integrity of the data. For example, if theuser attempted to delete a user who was tied to incidents, they would be notified.

Depending on the severity of the references, the user will be warned or stopped.

Administrators can stop users by selecting the option “Prevent Delete when Relationship exists” in the relationshipdefinition.


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Reorganized Additional Workspace ItemsWorkspace list now includes aMore… option. This generates a pop up window listing workspace items andincludes an ability to search for workspaces. Also, this stores recently viewed workspaces for easy access. Theworkspaces are listed alphabetically for easy navigation.


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Additional Workspaces in Configuration ConsoleAdministrators will find a new interface which makes it faster to navigate to different areas of the administratortool. Both quick links and searching administrative workspaces are supported.


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Cascaded Validation List in QA PromptWhen prompting for validated information in a Quick Action, the quick action can use cascading validations, suchas Owners restricted by the Team chosen.

For example, these two prompted fields:

would display a pick list of team members of the chosen team:


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Support Additional Customer TypesThe ability to log in to Self Service has been expanded to include both employees and non-employees such asexternal contacts. In addition, a unified view of contacts has been created for organizations that have incidentsraised for both employees and non-employees.

Note: In HEAT 2013.1, this is a platform level change. The default applications do not take advantage of thisfunctionality; they will take advantage of this change in 2013.2.

Note: Because of significant changes to the underlying metadata, this capability is not available by default toexisting tenants, as it would likely disrupt existing workflow, integrations, and other business processes. Existingcustomers who want to utilize the new functionality should work with FrontRange to upgrade their tenant to thenew structure in a staging environment. FrontRange recommends waiting for 2013.2 to schedule this change, whenthe default interfaces and flows have also been updated.


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Address BookAn agent is sending an emainow has access to an address book to choose addresses from.


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Approval Block Supporting No Approvers in CABTheGet Approval Block has been updated to provide a configurable option to approve or deny when no approversare found. The previous approval block behavior did not change because of this option. Customers are encouragedto update their existing approval blocks to configure this new option.

The default behavior will continue to operate as previously designed, which is to stop the workflow.


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Data Import Wizard to Support Local FileWhen importing data, a new option allows users to choose a file interactively.

Note: This supersedes the Business Object Loader tool previously provided.


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Time Zone Control for Data EntryThe Date/Time field can now be configured to allow the user to select the relevant time zone (for example, a changecould be scheduled where the server resides).

Select Time Zone:

Selecting Time Zone changes the date format to look like this:

All time zones have been added to 2013.1. Administrators can enable only those time zones they want to makeavailable to users. See the online Help for more information.


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Cancelable Service RequestEnd users can cancel service requests that are in Submitted state.


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Multiple Software Packages and/or Products within a SingleSoftware Request

This can simplify the service request fulfillment process by handling all the requests in a single pass.

A new service request has been developed which will enable end users to submit multiple request items (calledFulfillment Package) in a single request. This can simplify the service request fulfillment process by handling all therequests in a single pass. A Fulfillment Package can be a software installation task or a manual task. Mostimportantly, fulfillment packages can bemanaged without requiring changes in workflow.

Survey SamplingNot every customer needs to be offered a survey to get a valid sampling. This is now controlled by workflow, ratherthan a business rule.


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Fixed IssuesIncident # Issue # Summary Description Resolution

22907333 204481 Cannot search CIs onthe Top Level Tab inSelf Service.

Searching Cis results in aGrid Processing Errormessage. When objectshas hierarchical securitydefined and logged inuser has moreorganization units, theycannot search the CI byusing simple search

There are two causes of this message.One was an incorrectly generated SQLstatement. That has been corrected.The other occurs when there is a datasegregation rule that refers to anotherrelated object that is hierarchical andthe subordinate objects below the onereferenced in the segregation ruleexceeds about 200 objects. In this case,the generated query is too complex forthe database to handle. This will beaddressed in a future release butcurrently to avoid it limit the size ofhierarchies referenced by segregationrules to 200 or less.

22906173 204370 When using SAMLauthentication and asession timeoutmessage is displayed,pressing refresh (F5)takes the user to theSaaS Splash screeninstead of to theconfigured SAML loginpage.

After a timeout andrefresh, the user shouldbe either transparentlylogged in or be taken tothe Identity Provider'sauthentication page toauthenticate again.

When a session that has beenestablished via a SAML or OpenId logintimes out, refresh should take the userback to the Identity Provider. If theIdentity Provider still has an activesession for the user, it will redirect backto HEAT Cloud and the user will betransparently logged in. If not, the it willpresent the user with it's authenticationscreen.

15676 204329 Role specified throughan URL link (SSO) isnot respected byapplication.

If a role is specified in aURL hyperlink, when theuser authenticates usingexternal authentication,the resulting sessiondoes not change to theproper role defined inthe URL.

The role and other parameters were notbeing passed completely through theexternal login process, resulting in themnot being present when the role for thesession was established. This has beencorrected.


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Incident # Issue # Summary Description Resolution

15118 204176 Results of LicenseUsage Reports do notappear to matchinformation fromLogon History.

License report includessome logon historyrecords which should notbe included for thereports.

Certain logon history records with NULLvalue were eliminated in licensecalculation.

22890763 202832 Error occurred whileexporting gridTask.Assignment.All toExcel: Grid definitionis invalid.

Issue is fixed.

1256614684

202589 Large number ofoutbound emails arenot being sent.

Email configurations arecached in the applicationservers. When theconfiguration is updated,the cache must beupdated on all appservers. However,because of the slidingexpiration of cacheitems, this was nothappening resulting inthe configuration updatenot taking effect until aservice restart.

For certain configuration items, thesliding expiration has been changed to afixed time interval, currently 5 minutes.Therefore configuration changes willtake effect within that time.

22899490 202312 In Production onIncident, when theStatus of a Taskchanged toCompleted , Referred,or Cancelled , theworkflow, "LC_ Taskset to Inactive Statusz"is failing to fireconsistently.

Workflow events are notgenerated in certainconditions.

Issue addressed to consistently generateworkflow events.


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22897960 202083 Form designer doesnot validate for fieldsthat have beenconfigured with invalidControl Types.

If a field is deleted andrecreated with adifferent type, controlsthat refer to that fieldwill not functionproperly if the type isnot appropriate for thattype of control.

The administration UI now checks forthis case and reports the problem to theuser.

22887434 165366 Approval block inworkflow shouldcontinue on if no usersare found in therelationship within theapproval block.

When no approvers arefound, the workflowfails.

Provide new option in approval block toapprove, deny or fail when no approversare found.

1498015415

163072 Escalation : Ability tochange the port thatthe ITSM Survey pageuses.

The default port forsurveys is HTTPS 443.However, port HTTPS7075 is currentlysupported but will bedeprecated in futureversions.

Changed default port. Content added toonline Help.Please plan accordingly for port HTTPS7075 not being supported in futureversions.

22879224 162862 When a userauthenticated withSAML has a sessionexpire, the 'Renew'button fails with anSystem Error: 'Sorry,an unexpected error...'

When a session expires,a popup with the optionsto renew the session orcancel is presented. Fora SAML session, clickingrenew resulted in anunhanded exceptionerror.

Clicking renew no longer results in anexception, but properly redirects theuser to the Identity Provider session (seealso issue 204370).

146422287747822878713

161014 SaaS Service RequestOffering Date Timesnot shown in localformat and uses USformat instead.

SaaS Service RequestOffering Date Times notshown in local formatand uses US formatinstead.

Display Request offering datetime fieldvalues in time format specified in thetenant application setup.


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15171 204030 Due to inconsistentsize (field length)betweenProfile.Employee - >LoginID [100] andJournal.Email - >CreatedBY [30] andJournal.Email - >LastModyBy[30], someIncident data has beentruncated and lost.Emails were not sentand Journal Entries notcreated.

For certain customertenants, the size of theLoginID field inProfile.Employee hasbeen bumped up to asize greater than 30characters.However, the CreatedByand LastModBy fields(which are automaticallygenerated by the systemearlier) for the existingbusiness objects have adefault size of 30characters, which wouldresult in data truncationissues, when records arecreated or updated."

This issue was already fixed in the2012.3 out-of-the-box database, so thatthe LoginID field is bumped up to 100characters, and all existing businessobjects have the CreatedBy andLastModBy fields bumped up to 100characters as wellThe Admin UI code was also fixedbefore the 2012.3 release, so that thesize of the CreatedBy and LastModByfields for newly created businessobjects, is based on the size of theLoginID field. Affected customers canmake the configuration changes in theadmin toolAny existing customers who needs tohave the fields bumped up in theirrespective tenants, can contactFrontRange for assistance on this task."

22893781 204028 Name field size in frs_def_workflow_type istoo small potentiallyresulting in datatruncation. Should bematched to the lengthof the Name ofRequest Offerings.

"The Name field in theFrs_ def_ workflow_typebusiness object has adefault size of 75characters, which maybe too small foraccommodating certainWorkflow definitionnames.For example, if a copy ofan existing RequestOffering is made, thename of the newRequest Offering will be""Name + Imported by +LoginID"", which attimes can exceed thedefault size of the Namefield in Frs_ def_workflow_type."

This has been fixed in the out-of-the-box2013.1 database, by bumping up thesize of the Name field in the Frs_def_workflow_type business object to 200characters, which should be largeenough to accommodate typical namevalues.


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22891574 203341 When logging aService Request viathe Self Service roleusing IE9 inAustbrokersProduction, moving tothe Review/Submitpage produces a neverending 'ProcessingForm' icon.

IE 9 specific issue wherecompleting certainservice request will havebrowser to spin.

Issue addressed in the attachmentcontrol which caused this issue.

22884485 203336 Some Incidents arebreaching even afterresolved - resolutionSLA continues to run.

Escalations continue togo thru levels even whenthe Incident status waschanged.

Better handling of the exceptions andproceed with processing of Incidentstatus changes.

22886552 200887 Many old ResolvedIncidents are not auto-Closing on thedesignated escalationschedule.



1498015415

200626 Production Incident32707 has not pausedresolution escalationclock even though it isin a resolved status.




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14966 200620 Current password stillworks even thoughtemporary passwordhas been created.Users can avoid forcedchange of temporarypassword by opening anew browser tab.

After requesting apassword reset, usersare issued a temporarypassword which shouldonly be usable once.Using it should force theuser to change to apermanent password.Users could avoidchanging their passwordby opening a newbrowser window or tabor by clicking thebrowser back button.

The temporary password is now usableonly once and expires after a shortperiod of time after which, if it has notbeen used, a new temporary passwordmust be created.

22879224 167571 Field visibilityexpressions don't hidecheck box fields asexpected in My Items.

Conditional Visible rulesdefined in requestoffering - field B isvisible on Field A is notrespected in the ServiceRequest status progressview in Self Service MyItems.

Issue is fixed to respect the visibilityrules.

146422287747822878713

167202 Ability to create abusiness object inStaging instance andmigrate it toProduction.

Ability to create andmove metadata objectssuch as business objects,grids, forms fromstaging to UAT and thento productionsystematically.

SaaS Operation Console is built whichaddresses this request. Frontrange SaaSOperation manual is available in portalwhich explains the process.


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14089 165778 Several Business Rulesthat exist on Incidentand Task in the defaultconfiguration result indata being cleared(not retained) whenthe status changes to'Closed'.

Several rules weredefined incorrectly inthe Incident andTask.Assignmentbusiness objects.Specifically:

Incident - ResolvedBy(Saving Rule)

Incident -ResolvedDateTime(Saving Rule)

Incident -ResolvedByType(Editing Rule)

Task.Assignment -AcknowledgedDateTime (Calculation Rule)

The rules wereincorrectly defined, suchthat the existing valuescould be wiped out anycertain circumstances(i.e. when the Statusvalue has changed).

This issue was already fixed in the2012.3 default database, for these fourrules, so existing values are preserved.

13941 165071 Want ability toconfigure the SimpleSearch control on anobject to searchrelated objects aswell.

Ability to search therelated records using fulltext keyword search. Forexample when searchingan incident using akeyword, the searchcould consider relatedtask and journal toreturn the results.

Relationship has a new check box whichcan be enabled to include the relatedobject in the full text search. By default,this check box is unselected (false). Ifthis feature if required, select this checkbox. Please note that the related objectmust have fields configured for full textsearch.

22856661 163750 Service RequestProgress tab in SaaSSelf Service should beeditable.

Ability to modify theservice request oncesubmitted.

Cancel service request capability isadded to the product and, onceconfigured properly, user can cancel theservice request.


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15449 203640 Allow the URL used bythe session expireddialog Renew buttonto be configurable so aSSO specific addresscan be set.

Session Renew dialog -Renew action goes tothe default login page.

Renew will redirect the user to SSOlogin address specified in theconfiguration.

15304 202768 Request for setting inWorkflowconfiguration thatgives the ability to fireworkflow on update ofany field in an object.

Ability to trigger aworkflow when any fieldof an object is changed

Provided an option in the trigger UI tofire the workflow. This option to allowto trigger any update to the businessobject

14987 202505 In Self- Service, whenplacing a ServiceRequest, on theReview & Submit pagethe summary fieldsare missing whenusing IE9. Works inother browsers,including IE8.

Certain fields are notshown in the summarypage that is shown afterservice request issubmitted in Self Servicein IE 9.0 version of thebrowser.

Issue is fixed so that the enteredparameters are shown in the review &submit page.

22888555 201199 Data Import WizardTest Connection fails:Could not find file.

Issue is fixed.

14666 167957 Unable to renameService RequestOffering 'Website -Can't access'.

Renaming CertainService request offeringsreports error.

Related objects links necessary forrenaming were fixed.

22879230 167780 In Service Catalog,item cost disappearswhen item is checkedthen unchecked.

Service catalog cost itemis disappears if the checkbox is unchecked andchecked again.

Issue is fixed in a way any number ofchecks/unchecks will retain therequested cost to appear or disappear.


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22873804 166910 Long field descriptiontext in RequestOfferings is truncatedwith ending...

When filling in servicerequest, user enters inthe Text which is greaterthan 3 lines are clippedwith ellipses.

The issue is fixed now and the entiretext can be seen when viewing thecreated service request.

13658 164649 A new subtype objectdoes not inherit all ofthe settings from thebase object.

Validation lists (picklists) were not inheritedfrom a base groupobject to its childobjects.

Validation lists in a base group objectare now inherited by its children.

22901334 203639 In the object list view,when the page size isset to 100, the splitterwindow does notrender properly.

In the object list view,when the page size is setto 100, the splitterwindow does not renderproperly.

Issue is fixed so that the paging does notrender over the summary section.

22893666 203630 Prioritization matrixunder Administrator isnot reflecting thechanges made.

Prioritization matrixunder Administrator isnot reflecting thechanges made.

This is intended for read-only as asample. To avoid confusion the link isremoved.

22900863 203627 In organization unitworkspace, the systemallowed to drag theorg unit, but does notallow the drop.

In organization unitworkspace, the systemallowed to drag the orgunit, but does not allowthe drop.

Dragging is not supported and is fixedsothe t user cannot drag the organizationunit.

15555 203623 Certain restrictedcharacter rangecaused exceptionwhen retrieving datathrough API.

Certain restrictedcharacter range causedexception whenretrieving data throughAPI.

API had been enhanced toaccommodate the additional characterrange: \u000B-\u000C , u007F-\u0084,\u0086-\u009F.

22892018 203471 In LogonHistory, Useragent field is empty.This field is intendedfor reporting thebrowser version theuser is coming from.

In LogonHistory, Useragent field is empty. Thisfield is intended forreporting the browserversion the user iscoming from.

Issue fixed and user agents arepopulated on login.


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15505 203468 In object matchingpanel certain contentpreview is truncatedto a single line.

In object matching panelcertain content previewis truncated to a singleline.

Fixed to display the defined lines ofpreview of object matched records.

1552622896812

203349 Email notificationdefined in businessrules does not retainthe link formatting incertain conditions.

Email notificationdefined in business rulesdoes not retain the linkformatting in certainconditions.

Issue fixed and link is retainedconsistent across business rules.

22899284 203348 Using GetGlobal like$(iif( (Email ==GetGlobal("DefaultEmailAddress")), false, true)) failswhen executing inhidden expressiontext.

Using GetGlobal like $(iif( (Email == GetGlobal("DefaultEmailAddress")), false, true)) failswhen executing inhidden expression text.

Fixed. GetGlobal expression is evaluatedproperly in layout.

15493 203342 Certain HTML contentis not rendered inChrome and Firefoxand works fine in IE.

Certain HTML content isnot rendered in Chromeand Firefox and worksfine in IE.

Issue is not reproducible with thisrelease.

2289896722902021

203340 QA execution from aobject does notcomplete. UI spins.

QA execution from aobject does notcomplete. UI spins.

Issue is fixed.

22892777 203333 When notificationssent from workflow,date fields areadjusted for thetimezone defined inaccount setup.

When notifications sentfrom workflow, datefields are adjusted forthe timezone defined inaccount setup.

Issue is fixed and date only fields areexcluded from timezone calculation innotification context under workflow.

1517322896588

203319 When the link iscleared - Likecustomer in Incident,the auto-filled fieldsare not cleared andretaining older value.

When the link is cleared- Like customer inIncident, the auto-filledfields are not clearedand retaining oldervalue.

When the Associated Item selector (LinkField) is cleared in the UI, the auto-fillrules are also cleared.


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15442 203311 Certain system fieldsare not shown insearch UI.

Certain system fields arenot shown in search UI.

Fields has "Hidden from UI" flag set.Will now show the field in Search. Usermust enable the field to show up in thesearch.

22894008 203310 Certain SAMLproviders do notaccept parameters,and providingadditional parameterswill not allow SAML toauthenticate properly.

Certain SAML providersdo not acceptparameters, andproviding additionalparameters will notallow SAML toauthenticate properly.

New flag "Don't send parameters, justredirect" is introduced in authenticationproviders UI which will do redirect. Thisoption is not tested with SymplifiedSAML provider.

15498 203294 Report templateshould be allowed todelete when there areno reports linked tothem.

Report template shouldbe allowed to deletewhen there are noreports linked to them.

Fixed.

15261 203289 Images in Knowledgearticle is not renderedin Self service role.

Images in Knowledgearticle is not rendered inSelf service role.

Issue fixed to render the imageproperly.

158572289664522897472

203225 When a profile'spassword expires andthe user attempts tochange it at theprompt that occursduring the loginattempt, an error isthrown:"Old passwordis Invalid".

When a profile'spassword expires andthe user attempts tochange it at the promptthat occurs during thelogin attempt, an erroris thrown: "Old passwordis Invalid".

Fixed in code to handle the use caseappropriately.

15054 202944 Self service and otherroles show differentsize logo.

Self service and otherroles show different sizelogo.

Fixed to use the same size logo indifferent roles.

22895066 202761 Workflow is not beingtriggered in servicerequest context.

Workflow is not beingtriggered in servicerequest context



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22895542 202759 Certain user definedQA execution is notcompleting in IE andFirefox.

Certain user defined QAexecution is notcompleting in IE andFirefox.


15230 202755 When using Links inthe URL button,system alwaysappends the authtoken to the link.

When using Links in theURL button, systemalways appends the authtoken to the link.

Issue fixed by adding additionalproperty for the field in the form whichallows the user to define as externalwhich will not add the token to URL.

22894504 202734 Grid filtering withdates are not correct.

Grid filtering with datesare not correct.


15081 202732 Dashboard drill downfirst renders the objectworkspace quicklybefore applying thedrill down search.

Dashboard drill downfirst renders the objectworkspace quicklybefore applying the drilldown search.

Issue addressed.

22894833 202589 Email conifgurationchanges are notupdated properly ontime.

Email configurationchanges are not updatedproperly on time.

The changes on email configuration isupdated properly so that the emails goas expected.

22890763 201769 Slow to open AdminUI, load forms andobjects inside, andsave changes.

Slow to open Admin UI,load forms and objectsinside, and savechanges.

Improved performance of loading dataon Admin UI.

22888555 201207 Incomplete helpdocumentation for"ForEachChild" UnderBuilt-in Functions.

Incomplete helpdocumentation for"ForEachChild" UnderBuilt-in Functions.

Updated documentation for"ForEachChild" Under Built-in Functions.

15023157162288814822893977

201203 Need to be able to useHEAT Cloud with IE10.

Need to be able to useHEAT Cloud with IE10.

Application has been upgraded to beused with IE 10


5/31/2013 page 35 of 57


22887438 200886 OOTB business ruleson Service Request donot properly setProgress Bar whenfirst Owner isselected.

OOTB business rules onService Request do notproperly set ProgressBar when first Owner isselected.

Fixed the issue by setting correctprogress bar position when owner isassigned and form is saved

14976/22905269

200831 Getting report from'last month' gives thebeginning of lastmonth to the first dateof the current month

Getting report from 'lastmonth' gives thebeginning of last monthto the first date of thecurrent month

Fixed report to correctly set date whenfrom 'last month' is used

22886992 200830 Incident Trend reportproduces inaccuratevalues.

Incident Trend reportproduces inaccuratevalues.

Fixed query used for Incident Trendreport.

14764 200625 Orange attachmentbutton 'floats' on theService Request formafter initial display onthe Parameters tab.

Orange attachmentbutton 'floats' on theService Request formafter initial display onthe Parameters tab.

Fixed the positioning of the attachmentbutton, if user change tab or go to listview it will disappear

22882461 200389 Auto fill on thelocation field does notpopulate correctlyonce manuallyoverwritten.

Auto fill on the locationfield does not populatecorrectly once manuallyoverwritten.

Fixed AIS control to work with locationfield

14844 200378 Add new datefunction:$(StartOfPreviousMonth())

Add new date function:$(StartOfPreviousMonth())

Added new date function$(StartOfPreviousMonth())

14596 167809 Object matching is nottriggered or run whenusing a template tolog new incident.

Object matching is nottriggered or run whenusing a template to lognew incident.

Fixed Object matching to pop-up ifIncident is created via template


5/31/2013 page 36 of 57


14668 167778 When creating aSaved Search whichuses the $(Prompt())function, the ability toGroup By a columnstops working.

When creating a SavedSearch which uses the$(Prompt()) function, theability to Group By acolumn stops working.

Fixed the ability to Group By a columnwhen creating a Saved Search whichuses the $(Prompt()) function

22878415 167579 When creating a newincident, objectmatching panel(s) isdisplayed in theIncident Detail beforeany data is entered.

When creating a newincident, objectmatching panel(s) isdisplayed in the IncidentDetail before any data isentered.

Fixed. Objecting matching panel isshown only when it can be used incontext.

14561 167572 When simply viewinga quick action and notmaking any changesthen navigating toanother quick action,the system promptsyou to discard unsavedchanges when nothinghas been changed.

When simply viewing aquick action and notmaking any changesthen navigating toanother quick action, thesystem prompts you todiscard unsaved changeswhen nothing has beenchanged.

With 2013.1 release we are not able toreproduce this issue. It may have beenfixed with the release.

14149 167177 Cannot setuptranslations for picklist values after thefirst 100 entries.Screen shows "moredata available" butthere is no way to seethis (need prev / nextlinks adding).

Cannot setuptranslations for pick listvalues after the first 100entries. Screen shows"more data available"but there is no way tosee this (need prev /next links adding).

Fixed by adding capability to search thedata in pick list

14318 167163 Session timeoutmessage does notprovide an informativeerror when thepassword has alsoexpired.

Session timeout messagedoes not provide aninformative error whenthe password has alsoexpired.

Message "Password is expired" hasbeen added to renew dialog.


5/31/2013 page 37 of 57


22874431 166610 Role with QuickActionrelated SystemPermission to 'Create(for self) ' and 'Edit(for all)' can create /edit new QuickActionsbut the edit button isgreyed out for allother QuickActions notoriginally created bythe logged in user.

Role with QuickActionrelated SystemPermission to 'Create(for self) ' and 'Edit (forall)' can create / editnew QuickActions butthe edit button is greyedout for all otherQuickActions notoriginally created by thelogged in user.

Fixed by implementing the edit enablefeature for quick action.

22873792228782332289555722895754

166400 On Incident, theattachment tab showsthe wrong attachmentrecord count on thetab.

On Incident, theattachment tab showsthe wrong attachmentrecord count on the tab.

Fixed the query to show correct recordcount on the tab for the attachment.

14059 165714 Need to be able tocreate a globalconstant which spansmultiple lines.

Need to be able tocreate a global constantwhich spans multiplelines.

Added possibility to create multilineglobal constants in the AdminUI.

22869459 165600 LDAP Import needs tosupport aconfiguration thatimports only recordscreated or modifiedsince the previousscheduled import ran.

LDAP Import needs tosupport a configurationthat imports onlyrecords created ormodified since theprevious scheduledimport ran.

A new way to synchronize LDAP servershas been implemented using the LDAPContent Synchronization Protocol asdescribed in RFC 4533(https://tools.ietf.org/html/rfc4533).This protocol supports incrementalsynchronization of LDAP directoryentries for any LDAP server thatimplements this protocol.

14539 166857 Specific areas in SelfService not translatedto French or German

Buttons in the toptoolbar are nottranslated when usingFrench or German localefor Self Service role.

Buttons have been translated for Frenchand German.


5/31/2013 page 38 of 57


14351 167169 Cannot enable full textsearch on fields inScheduleEntry object.

Cannot enable full textsearch on fields inScheduleEntry object.

Made changes to show correct errormessage and attached sql to upgradecurrent customer databases

14280, 14780 167964 Adding a BusinessObject Relationshipswith more than 9'Update This Object'sFields' produced PageWriter errors

Adding manyrelationship to BOcauses exception

We are not able to reproduce this issuewith 2013.1 release

15184 201866 Simply opening aworkflow prompts theuser to save whenleaving or closing evenif no changes havebeen made.

Opening and closingworkflow prompts theuser to save even withno change

Fixed on client to enable save on dirty

22889232 202180 "role" in settings >Change role is notcapitalized like therest of the settingsoptions.

"role" under setting isnot capitalized

Fixed by capitalizing to Role

15283 202260 Cannot send newemail from tenant inany other language /locale than English

Cannot send email inlanguage / locale otherthan English

Fixed code to send email to workproperly in different locale

14820,22907544

202506 ChangeStatusWorkflow validation can becircumvented bytyping a status ratherthan using thedropdown menu

Validation can becircumvented by typinga status rather thanusing the dropdownmenu

Fixed. Only valid statuses can be usedfor saving of Change instance. In othercases error will be displayed..


5/31/2013 page 39 of 57


22891070 202510 If session is expiredand you change roleyou get: "Exception:403 AuthorizationFailed". It does notprompt you forcredentials or let youknow why theAuthorization Failed.

Exception thrown whenchanging role whensession has timed out

Session timeout dialog is shown whenchanging role when session has timedout

22899499 203332 Out of the box reporttemplates still use oldFrontRange Solutionlogo image

Out of the box reporttemplates still use oldFrontRange Solution logoimage

Added new logo for reports

22902653 203829 Validation optioncannot be removedfrom a field after ithas been applied andsaved.

If a field is modified tobe validated and thevalidation object is FRS_Owned, the validationoption cannot then beremoved.

It is now possible to remove thevalidation option in this case.

15589 203844 New form namevalidation is done onsave rather than atpoint of creation.

When creating a form,the name of the formwas validated only onSave. Issue requestedthat it be validated uponentry.

It is now validated on entry and theerror is shown immediately uponleaving the name field.

15597 203846 ESCALATION:Escalation clocksappear to ignoreWaiting for Customerstatus.

In certain conditions theescalation clock ignoresthe incident status

Event handing in the application serveris fixed to resolved this issue

15522 203850 It is consistently taking15+ seconds for ourKnowledge Center toload in the PRDtenant.

Knowledge center takingmore time to load

Improved the knowledge center queryto load faster


5/31/2013 page 40 of 57


22903552,22911731

203999 All the old WorkFlowsthat use that 'GetApproval' block nowfail to validate andcannot be modified.

Approval Blockvalidation fails after therelease of the Approvalblock with 'NoApprovers' configsection

The workaround is to re-save theapproval block

15562 204068 Schedule start / enddate controls do notobey tenantlocalization settings.Dates display in USformat regardless.

Date control does notrespect client locale

Fixed by date control to show data inclient locale

15749,22901511

204163 Duplicate Incidentsare being created byemail listener thatcontain identicalMessageId. In somecases, MessageIds canbe associated with 60+incidents. Only 2incidents are beingcreated by sameMessageId half asecond apart majorityof the time.

Duplicate Incidents arebeing created for thesame email processedby the Email Service

Avoided race conditions when readingfrom the internal email queue

22905569 204207 Editing email body ofQuickAction that sendsa survey link in anybrowser breaks thesurvey link.

Extra space inparameter name is notletting the expression toevaluate correctly

Removed the extra space fromexpression parameter


5/31/2013 page 41 of 57


14798 204257 When using aQuickAction with aprompt to populatemore than 1 validationlist, the 2nd or 3rdvalidation listconstraints are notrespected. Instead itshows ALL values.

QA with validation list inprompts are not workingas expected

Fixed QA to respect validation listchaining on prompts

204258 Link field search doesnot return results ifDisplay name containscertain specialcharacters e.g. "Edwin(Ed) Miles"

If Display Name contains(text) in between Firstand Last name, LinkField Search will notreturn data whenmagnifying glass isclicked.

This issue is not reproducible

15683 204262 Scrolling to the rightwhile viewing a gridthat is wider than thewidth of the browserscreen causes the gridheader to becomeoffset from the griddata columns to theright by 2 to 3characters.

Scrolling to the rightwhile viewing a grid thatis wider than the widthof the browser screencauses the grid headerto become offset fromthe grid data columns tothe right by 2 to 3characters.

Fixed the client to show the correctwidth of the column

15497 204263 Using date functionssuch as $(today()) and$(CurrentDate()) giveresults not based onlocal or browser timebut on UTC.

Using date functionssuch as $(today()) and$(CurrentDate()) giveresults not based onlocal or browser timebut on UTC.

Fixed the expression functions


5/31/2013 page 42 of 57


22905716 204264 Trying to edit ReadOnly Rules orRequired Rules onforms other than'Default' results inerror: Exception:Exception: Objectreference not set to aninstance of an object..

Editing Read Only orRequired rules on formsother than the defaultresulted in a objectreference exception.

The cause of the exception was fixedand it is now possible to edit such rules.

22903550 204265 Error when saving LinkButton Filterexpression even ifchanges are not made.

In this case of anexpression containing(other), saving a linkbutton expressionresulted in an error onsave.

Parsing of this expression was incorrectand has now been fixed.

22901689 204407 When using thefunctionCurrentUserField() in aSaved Search thatforms the basis of a[Grid] Dashboard Part,the entire Dashboardfails to display.

When using the functionCurrentUserField() in aSaved Search that formsthe basis of a [Grid]Dashboard Part, theentire Dashboard fails todisplay.

Fixed the expression functions

22900337 204412 Business ruleoverwrites IncidentSummary field evenwhen the 'Assign onlyif target field is empty'setting is enabled.

Business rule overwritesIncident Summary fieldeven when the 'Assignonly if target field isempty' setting isenabled.

Fixed Business rule to respect the check'Assign only if target field is empty'

22907094 204437 Incident resolutionemails are going outtwice.

Application server sentthe events twice

Issue in the application server eventhandling mechanism addressed


5/31/2013 page 43 of 57


15748 204550 SendMobileNotification failing - 'Error whilesaving data: A call toSSPI failed, see innerexception. ' Neitherthe email notificationnor the mobilenotification are sent.

SendMobileNotificationfailing - 'Error whilesaving data: A call toSSPI failed, see innerexception. ' Neither theemail notification northe mobile notificationare sent.

Certificate with Apple has beenrenewed for notification system

15743 204555 ESCALATION:Constraining aselection (AIS / ObjectSearch) field to notshow items with a flagor setting thatconstrains the listbeing searched doesnot work. The itemsstill show in the list,but they cannot bechosen (they turn redwhen selected)

When an object searchfield was constrained notto show items based onan expression, instead ofnot showing the itemsthey were shown butunselectable.

The items are now properly omittedfrom the list.

15754 204579 On some dashboardparts, the 'Export toExcel' icon that onlyexports the gridcolumn headers whenclicked.

When the Dashboardpart has grouped grid,Export to Excel fails.

Fixed and exported excel file will not behaving grouped data instead, it willhave all data

15770,22898357

204658 On Incident, when thepriority is changed toP5, the 'Incident -Resolution' escalationwatch is not beingreset based on thenew priority.

Escalation watch is notcorrect clock state whenthe Incident priority ischanged to '5'

Better exception handling and fix anissue with secondary response clockconfiguration


5/31/2013 page 44 of 57


15798 204859 If a user requests atemporary passwordvia the "ForgotPassword" link thenwhen they havelogged on with theemailed temporarypassword they areprompted to changethe password but haveto specify the old,forgotten password.

If a user requests atemporary password viathe "Forgot Password"link then when they havelogged on with theemailed temporarypassword they areprompted to change thepassword but have tospecify the old, forgottenpassword.

Fixed in 2013.1 release, we are not ableto reproduce.

15946,22910794

205133 Error when searchingfor CI Servers:Application is notresponding to therequest. Please tryagain. Exception: Gridprocessing error:DbDataReaderexception.

When searching onsome full-text indexedcolumns, the SQLexpression to search thefull-text index wasincorrect, resulting in anexception.

The query has been corrected.

15867 205135 Service RequestOffering "GeneralService Desk Request"generates an endlesslyspinning 'ProcessingForm' popup whenReview and Submitbutton is pressed inIE9.

Service Request Offering"General Service DeskRequest" generates anendlessly spinning'Processing Form' popupwhen Review and Submitbutton is pressed in IE9.



5/31/2013 page 45 of 57


22911524 205170 When SAML user islogged into the systemthrough multiplebrowser sessions, andthey log out from onesession, the othersessions return to theSaaS Login Splashpage with an error.

When the user who hadauthenticated with SAMLor OpenId had two ormore browser windowsopened, and logged outfrom one or the sessionexpired, the otherwindows wereredirected to the HeatCloud login page ratherthan the IdentityProvider login page.

All windows are now redirected to theidentity provider after the user clicksRenew.

15714 205533 When a role isincluded in an SSOlogin link, and thatrole name has one ormore spaces (or %20)in it, the system willignore that rolerequest and insteadbrings the user to therole selection screen.

In an SSO login link,spaces were not beingremoved from the rolename, resulting in therole not beingrecognized. When a roleis not recognized, theuser is presented withthe role selection screen

Spaces are now removed from rolenames.

22912919 205596 SAML logout fromsame user usingdifferent browsers orbrowser sessions .Error: 'logged outfrom a another session- Error Code (2)'

When the user who hadauthenticated with SAMLor OpenId had two ormore browser windowsopened, and logged outfrom one or the sessionexpired, the otherwindows wereredirected to the HeatCloud login page ratherthan the IdentityProvider login page.

All windows are now redirected to theidentity provider after the user clicksRenew.

22913704 205822 Certain Dashboardsare not working whenBrowser locale is setto 'German'

Certain Dashboards arenot working whenBrowser locale is set to'German'



5/31/2013 page 46 of 57


22914563 206098 After adding thendeleting a field,Workflows fail toexecute.

Meta data cacheinvalidation in WorkflowServices

Meta-data cache is invalidated atsystem configurable duration

15909 206111 It is currently notpossible to add notesvia Self Service(neither for Incidentsor Service Requests) inany other languagethan English

It is currently notpossible to add notes viaSelf Service (neither forIncidents or ServiceRequests) in any otherlanguage than English


16017,22915313

206134 PILOT: New watchlistfeature does not work

PILOT: New watchlistfeature does not work

Fixed the issue with watchlist notworking.

15999 206230 Intermittent'Dbddatareaderexception' whenattempting to open anincident.

Validation can becircumvented by typinga status rather thanusing the dropdownmenu

16007,22915767

206232 Watch ListConfiguration cannotbe deleted.

Watch List Configurationcannot be deleted.

Fixed deleting of configuration forwatchlist

16006 206234 Exception: GridProcessing Error: DBTimeout Exception.when attempting toopen incident grid.

A DBTimeoutExceptionwas shownintermittently whenattempting to open anincident grid.

The performance of this query has beenimproved, eliminating the timeout.

16001 206312 Related Items(Knowledge) shows upevery time whenswitching records eventhough it has beenhidden.

Related Items(Knowledge) shows upevery time whenswitching records eventhough it has beenhidden.

Fixed by opening the object matchingonly on demand


5/31/2013 page 47 of 57


22916314 206386 WatchList controlreturns error:"Exception: Exception:TableMetaDataIncident# is not aGroupSubType"

WatchList controlreturns error:"Exception: Exception:TableMetaDataIncident# is not aGroupSubType"

Fixed the issue with watchlist notworking.


5/31/2013 page 48 of 57

Known IssuesNotes:

Top link / Bottom Link set in Self Service branding does not show in the Self Service UI. This functionality is nolonger supported.

Known Issues:ISSUE: Deleting a report which is pinned to theWatch List will cause theWatch List to not show. If a report isaccidentally removed, open a ticket with support, and the FrontRange operations team will remove the ref-erence internally.

ISSUE: Including time zone enabled date/time field on a grid view allows grouping, but groups do not expand.

ISSUE: Top 5 or Bottom 5 dashboard chart may not be ordered correctly ifOrder By / Group By is set. Do notset Order by, the data extract automatically seeks the top 5 or bottom 5 entries for the chart based on theaggregate setting.

ISSUE: DSM integration is not supported in the newUI.

ISSUE: A service request with an image field only shows half of the image.

ISSUE: A Self Service user might see a deliver estimate in the Service Catalog that is different than the deliverytime shown when submitting the service request. This is because a new request has a default configured estim-ated time, but after a while it is updated with the actual time from the escalation engine.


5/31/2013 page 49 of 57

Documentation UpdatesOnline Help has been greatly enhanced and the effort to create a more usable system is on-going. The following issueshave been specifically addressed in this build:

Incident # Issue # Documentation Update

22840588 159503 Documentation request on the use of the Quick Action 'UI Action' in SaaS.

22869793 165581 Documentation on how to blank a field through a business rule has been updated

– 165581 Added documentation on how to blank a field through a business rule.

1506422869360

165762 How to add images to a list control in a new Service Request Offering?

14132 166395 Added documentation on when / if it is possible / advisable to delete default escalationexceptions.

22887434 200885 Customer wishes updated and more complete online documentation on using BusinessRules and Workflows. Created new topic "Business Rules vs. Workflows" in the AdminGuide.

22884485 201207 Clarified explanation of ForEachChild Under Built-in Functions.

22891574 201863 Added documentation on these quick action features: Run Web service, Run Workflowscript.

22891574 202085 Added explanation on using Expressions : Expression Use Cases : Determining if aparticular field value is NULL.

22891883 202179 Added documentation on covering intended use / functionality of Public / PrivateTemplates.

15187 202181 Added documentation covering the purpose and difference between$(CurrentUserTeam()) and $(CurrentUserTeamNames()) system functions.

22894316 202498 Added documentation on the usage and purpose of the EncodeLink system function.

22888577 202503 Client console date/time on Incidents is different from the date/time on exported databy one hour due to Daylight Saving Time.

22889119 202504 Help on Email Configuration needs correcting or expanding.

22893272 202512 Added documentation on using local files in the Data Import Wizard.


5/31/2013 page 50 of 57

Incident # Issue # Documentation Update

22893781 202514 Added documentation on the configuration options for workflow.

15171 202766 Added documentation on how Trusted Senders List functions.

15057 202769 Added documentation on how to modify permissions that control a role's ability to editSocial Board profiles.

22898766 203258 User Help, under DST Offset, Adding Support for Browser Offsets is corrected.

22899054 203286 Added documentation with examples added on workflow blocks InsertMulti Child andTask/Template Instantiation.

22897991 203321 Cleaned up the admin help under: Using the Settings Tab > Managing System Settings> Localization Tools> Translating label expressions .

22897722 203322 localization value can be edited only by Admin role OOB box. Documentation updated toreflect the default application behavior

15107 203487 Added documentation to explain why a join block is now required to handle multipleexits to a stop block.

22901750 203626 Added documentation on how to map core SCCM object fields to HEAT Cloud CI / IMobjects to deliver default functionality as designed.

– 204038 Clarified Date functions, such as Today() are using GMT/UTC to calculate instead oflocal time. Depending on time of day used, the $(Today()) function returns data that, inMST, is showing 7. hours in front of Midnight last.

22915461 206319 Instructions on how to set a role to use the New UI are incorrect in the Online Help.

15525 204038 Date functions, such as Today() are using GMT/UTC to calculate instead of local time.Depending on time of day used, the $(Today()) function returns data that, in MST, isshowing 7 hours in front of Midnight last.

– 166395 Is it possible / advisable to delete OOTB escalation exceptions. If possible within product,can documentation be provided covering best approach for record deletion.Documentation now includes details on deleting CIs, Escalation exceptions, and theconsequences that may occur.

– 205522 Documentation request - specifics of how LDAP incremental updates function.Documentation now includes details on the LDAP Content Synchronization Protocol usedbased on RFC 4533.


5/31/2013 page 51 of 57

Notes for Existing CustomersThis section describes additional information about the features that existing users should be aware of whentransitioning to this version.

NOTE: Some tenants cannot enable full text search on fields in ScheduleEntry object. The errormessage when saving the object is: "Object reference not set to an instance of an object."If you experience this issue, please open a ticket with support. The FrontRangeOperations team will perform an update to your tenant database which will add theappropriate primary key.

Address BookNew customers will automatically see the Address Book when sending an email. No configuration is required.

Existing customers won't see it unless they manually add it to the form.

To add the address book. open the form designer, select the address book control, and add it to each field towhich you want the address book button enabled. The address book can only be added to a text field.

Cancel Service RequestNew customers will have the Cancel option automatically included in their Service Request status options.

Existing customers will not have this option enabled automatically, although the fields are included in theapplication.

The following describes the parts of this feature:

A Service Request business object field: Cancelable is defined as Logical. Only the Stored Field Attribute is selec-ted.


5/31/2013 page 52 of 57

A calculation rule has been created

Field Status is changed to Cancelled.

This rule is a Composite Action and includes:

Cancel Tasks

Cancel Approvals

CancelWorkflows

Service Request Cancellation


5/31/2013 page 53 of 57

Calculation Rule:

$(iif(((TemplateCancelable == false) ||(((Status == "Cancelled") ||(Status == "Closed")) ||(Status == "Fulfilled"))),

false,true

))

A newQuick Action is available to SDAs:


5/31/2013 page 54 of 57

This is configured as a Composite Action: mark ServiceReq as Cancelled and add Journal Notes.


5/31/2013 page 55 of 57

Customer TypesBeginning with HEAT version 2013.1, users are handled with more flexibility. Organizations that have acquired HEATbefore version 2013.1 will not notice a change in behavior or functionality; you must migrate your data beforeaccessing the new features. New organizations that acquire HEAT 2013.1 or later will automatically be able to createtwo customer types: Employee and External Contact.

Organizations using the older version who want to migrate to the new functionality are strongly urged to contactFrontRange Solutions for assistance. Please do not attempt to try this without expert guidance.

Organizations using the older version can continue using the application as they have always done and do notneed to change their configurations.

Following is a comparison of the two versions:

Before 2013.1 2013.1 and beyond

Internal users were defined in a singleobject: Profile.Employee.External users could not be defined. Fournew business objects are defined:

Users able to log into the system are defined asEmployee.External entities who are referenced by businessobjects but not able to log in are defined asExternalContact.Identity is an abstract object that lists onlyEmployee type records.Contacts is an abstract object that lists Employeeand ExternalContact type records.

There was no way to reference externalusers to business objects.

External entities can now be referenced withinbusiness objects.

Hierarchical relationship; one parent typeto many children types. Children typesinherit characteristics from the parent.

Polymorphic relationship; an object can havemany parents and many children, and implementmultiple objects and have multiple inheritances.

See the online Help for more information on how to configure this feature.

Enabling the New UINew customers will automatically see the new interface, including the enhanced Incident, Service Request, andTask applications.

Existing customers will see the old interface, but will have the option to enable the new interface when they feeltheir organization is ready. The old interface will be deprecated in the future, so we recommend that you switch tothe new interface soon. Support will only be provided for the new interface.


5/31/2013 page 56 of 57

To enable the newUI, select options within the Role Details page under Self Service Setup. Extended instructionsare in the online Help.

Select Overwrite default branding options with the options listed below

NewUI

NewWindowButton

Additional LocalizationNew languages (Dutch and Portuguese) are not enabled by default.

To add these languages to your tenant, log into the Configuration console and fromthe Settings workspace, openLocalization Tools.


5/31/2013 page 57 of 57

Select the languages you want to use. French, German, Spanish are automatically enabled.

heattm 2013.1 releasenotes

Documents