Service Anywhere. Release Notes

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1 Service Anywhere Release Notes Document Release Date: 10 January 2016 Software Release Date: 10 January 2016

2 This Service Anywhere document includes the following: "Fixed defects and enhancements" below "Supported operating systems, browsers, and devices" on page 5 "Integration compatibility " on page 8 "Java runtime environment update " on page 8 "Additional functionality" on page 9 "Notes and limitations" on page 12 "Legal Notices" on page 20 Fixed defects and enhancements The January 10, 2016 Service Anywhere release includes the following fixes and enhancements: Description A special configuration option was added to disable automated population of the Requested for field on Self-Service Portal request forms. Fixed issue where Internet Explorer would freeze when a large number of Cost centers was loaded into the system. Fixed issue where a Self-Service Portal user was able to access the main Service Anywhere portal by pasting a URL into a browser. Fixed performance degradation issue on Internet Explorer 11. In the Manage Persons API, the default value of the UPN is the user's HP Service Anywhere Page 2 of 21

3 Description address. To use the user's customer user ID as the UPN value for synchronization, submit a request to HPE SaaS Support. If you have enabled this functionality, you can also specify the customer user ID as the UPN in Create operations by setting the upndatatype property to customeruid. In this case, the user's address must also be provided ( address becomes an additional mandatory property). If no value is entered for the upndatatype property, or if you enter _Address as the value of the property, the UPN contains the user's address. Fixed issue where some offerings failed to appear in the search results in the Self-Service portal. Fixed issue where clicking Ctrl + S in Live Support would clear the Description field. By default, the global search now excludes request and incident records to which all of the following apply: Record was closed at least six months previously. Record has not been updated in the last six months. Record is not an incident marked as a knowledge candidate. You can include these records in a search by selecting the Include older records option. Feature enabled gradually depending on tenant environment. The December 2015 Service Anywhere release includes the following fixes and enhancements: Description It is now possible to encrypt specific record type fields via the creation of encryption domains. This enables you to restrict access to sensitive information to selected users. It is now possible to export record data in XLSX format from the list view in each module. It is now possible to delegate approvals to other users, continuously, or for a specified time, and to add, edit, or remove approval delegation as required. HP Service Anywhere Page 3 of 21

4 Description It is now possible to add a device by duplicating an existing device record. It is now possible to add attachments to requests in the Self-Service Portal. It is now possible to enter professional skills in the Self-Service Portal Skills tab. It is also possible to customize the skills categories that customers can select by submitting a request to HPE Support. Fixed issue where the following error sometimes occurred when saving a request record: You do not have the right to change existing comment. Please contact your admin. Contacts are now able to submit requests via integration. Fixed issue where the You must complete required fields message failed to appear when saving a request record with blank values in mandatory user options fields. Fixed issue where a user sync performed via the Manage persons API failed if the Upn contained upper case characters. Fixed issue where a user sync performed via the Manage persons API would delete the tenant assignment for tenants whose accounts are service access enabled. Fixed issue where the Manage persons API was invoked for a user sync that did not affect the mandatory fields (First name, Last name, and Office phone number). Fixed issue where an attachment added to a request via Live Support was not saved. Fixed issue where integration was not working in the Mandarin version of Service Anywhere. Fixed issue where a task plan would fail if a date field was selected but left empty. HP Service Anywhere Page 4 of 21

5 Supported operating systems, browsers, and devices Service Anywhere supports the following: Platform (Operating system or device) Version (browser or device OS) Windows 7 and 8 (not RT) Internet Explorer 9, 10, and 11 Chrome - latest version Firefox - latest version Firefox ESR current version and, if publicly supported by Mozilla, the version immediately preceding it Apple ipad 9.7" Samsung Galaxy Tab & Galaxy Note Safari Chrome - latest version Note: Internet Explorer 9 is not fully compatible with HTML 5 and may not deliver the same performance as other browsers. It is recommended to use a browser that fully supports HTML 5. A reference to the latest version means the latest version available in general release at the publication of these Release Notes. HP Service Anywhere Page 5 of 21

6 When working on a tablet: o The People module is the only module available under Administration. o When working on a tablet, Service Anywhere is only supported in landscape mode. HP Service Anywhere Page 6 of 21

7 Other operating systems, browsers, and devices In addition to the supported operating systems, browsers, and devices, use of the following is safe, and neither harms Service Anywhere nor the device. There may be display issues, or lack of usability. To report an issue about any of the listed browsers or devices, first reproduce it on a supported browser and device. Platform (operating system or device) Windows 7 and 8 (not RT) Version (browser or device OS) Chrome - the two versions prior to the latest version Firefox - the two versions prior to the latest version Windows 8 RT Mac OS 10.8 and later Internet Explorer 10, only for the Self-Service Portal Chrome - two latest versions Firefox, only for the Self- Service Portal Android tablets running Android version 4.0 and later Android smartphones running Android version 4.0 and later HP Slate iphone, and ipad mini Chrome - latest version and the two prior major versions Chrome - latest version and the two prior major versions, only for the Self-Service Portal Chrome - latest version and the two prior major versions, only for the Self-Service Portal Safari, only for the Self- Service Portal HP Service Anywhere Page 7 of 21

8 Integration compatibility Service Anywhere can be integrated with the following HP products: Product and version HP Service Manager 9.34 and later HP Operations Orchestration and later HP Universal CMDB and later HP Operations Manager i 9.24 and later Java runtime environment update The Java runtime environment (JRE) version used by the On-Premise Bridge agent is updated to version 1.8 automatically. The automatic update imports trusted certificates from the old JRE and copies them into the new JRE. Trusted certificates are used for secure SSL connections to on-premise services. They reside in a keystore within the JRE, which is protected with a password. The JRE comes with a default keystore password. If you have not changed the password, the automatic update will successfully import the certificates. If you changed the keystore password, the import will fail and a warning icon will appear next to the agent name in Integration Management. In that case, you need to import the certificates manually. To manually import the trusted certificates, follow this procedure: 1. Stop the On-Premise Bridge Agent service. 2. Run the cmd.exe tool. Run the following commands at the command prompt: HP Service Anywhere Page 8 of 21

9 cd C:\Program Files\HP\On-Premise Bridge Agent\product\util\opb import_certs.bat When prompted to enter the source keystore password, enter the password. 3. Close the cmd.exe tool. Caution: Leaving the cmd.exe tool open may cause the automatic upgrade to corrupt the agent installation. 4. Open Windows Explorer and delete the following file: C:\Program Files\HP\On- Premise Bridge Agent\product\could.not.import.certificates.txt. 5. Start the On-Premise Bridge Agent service. The warning in Integration Management disappears. Additional functionality Note: The following procedures are not yet documented in the HP Service Anywhere help. To take advantage of these features, follow the steps as documented here. "Connect-It authentication" below "Prevent duplicate notification about articles" on page 11 Connect-It authentication Improved authentication capability for Connect-It is now available. This enables Connect-It to connect to Service Anywhere directly without the need to go through the SaaS portal. This change requires an updated version of Connect-It and minor modifications to your scenarios. HP Service Anywhere Page 9 of 21

10 Caution: Connect-It is not able to connect to Service Anywhere without this update. Perform the following steps to update Connect-It and to configure the HP Management as a Service connector to use this option. 1. Download CIT p2 from the support site: 2. Extract the contents and install using the default options. 3. Once has successfully installed, open your scenario(s). 4. Right-click the HP Management as a Service connector and click Configure connector. 5. Click Next until the Configure the JVM dialog box opens. 6. Add -Dcit.maas.loginver=V2 to the JVM options section. HP Service Anywhere Page 10 of 21

11 7. Click Finish. Prevent duplicate notification about articles When adding a rule to send a notification after each change to an article, include the following condition to eliminate duplicate notifications: ${!current_update.preview.ischanged} HP Service Anywhere Page 11 of 21

12 Notes and limitations List updated as of 10 January 2016 Language The current release of HP Service Anywhere includes localized documentation in the following languages: Japanese Simplified Chinese Dutch German Spanish Brazilian-Portuguese French Italian This localized documentation includes the latest features and enhancements made to Service Anywhere up to and including the September release. Any changes and enhancements made to the documentation for the CDU releases after September, as well as this December release, are not reflected in the localized version of the documentation.for a list of the new features and enhancements, refer to the What s New December 2015 document available in the Service Anywhere Learn site. You can access the latest Help Center documentation in English. Updated documentation in all languages is under construction. When exporting a CSV file which contains non-english text, when the file is opened in Microsoft Excel, the data appears corrupted. To view the data correctly, select the Data tab in Excel, select From Text, and then select the UTF-8 encoding option. HP Service Anywhere Page 12 of 21

13 Change models You can define approvals in the Approvals tab of a change model. This enables you to apply the defined approvals to change records based on that model. To enable this functionality, you must first define three Merge governance approval plan with model approval plan business rules. To define the rules, go to Administration > Configuration > Records. Select the Rules tab and click Add on the After change process event. Select Merge governance approval plan with model approval plan and select values for the parameters: change governance approval plan. Select the required change governance approval plan. change model approval. Enter an Expression language phrase specifying the required change model approval. field. Select the change field in which to save the approval plan. The business rules you define should be as follows: The approval plan of the created changes will be a combination of the approval from the model and the governance approval definition (the first two parameters). If you leave one of the parameters empty, the change approval plan will be based on only one approval (either from the model or from the governance approval definition). This rule template appears in the Add rule dialog box for all record types, but it can be saved for changes only. If you have previously defined business rules of the type Save approval plan to record for the change record type, it may be necessary to delete the existing rules before defining the new rules. Contact HPE Support for assistance in implementing this feature. HP Service Anywhere Page 13 of 21

14 Approval delegation An notification template must be updated so that users to whom tasks have been delegated understand why they are receiving such an From the main menu, selectadministration > Configuration > Records. 2. Select Task from the drop-down list. Service Anywhere. 3. Click the Notifications tab. 4. Click the Send person a notification that an approval task is pending template. 5. Copy the following text and paste it at the beginning of the body section; <%=conditional_statement(${:is_delegate_of(current_ recipient.id,entity.assignee.id,entity.parententitytype)},${ :concat('you are receiving the following because ', entity.assignee.firstname, ' has delegated this approval to you.')})%> 6. Click Save on the toolbar. Encryption domains For some forms, when accessing the form via a direct link or by refreshing the page, an encrypted value is displayed as randomly generated text rather than as hidden text. When this occurs, select a different tab and then go back to the original tab to solve the problem. Self-Service Portal In the Self-Service Portal, you cannot customize the color for the following areas: o o Headers and form fields of offerings Rich text To fully protect articles which have been published internally and include potentially sensitive information from being viewed using REST APIs, it is highly recommended that you assign domains to the article. Domains enable HP Service Anywhere Page 14 of 21

15 Self-Service Portal stronger security by applying targeted permissions to articles. For details on domains, access the Help Center documentation under Service Anywhere Administration > Domain segmentation. Records and fields Fields with rich text data cannot be exported using the Export to CSV option. The indexing in the IDOL search engine of fields with the Full text searchable attribute, does not function. You cannot create a generic filter that works for any user to show records assigned to any of that user's groups. Workaround: individual users can manually add filters using the group names for each group of which they are a member. Fields for Change, Incident, Problem, and Service Request Management are not read-only after a record is closed. Fields in records Management must include a translation matching the language with the current user s locale, to be saved successfully. When creating fields, you can define the field in multiple languages. If you log in to a locale for which there is no translation, the field is given the English translation, by default. In the case that an English translation was not defined at the time that the field was created, the English field is automatically given the name of the field, in the original language, and this is then displayed in the field in the new locale. Images are not included when copying and pasting content into the rich text editor. A user with only the Asset & Configuration Manager role is unable to create new fields. The admin user should create the new fields. Processes It is not possible to add both an automatic and manual transition between two phases in a process. If one transition exists, you cannot add another. HP Service Anywhere Page 15 of 21

16 Rules and expressions To call multiple business rules in a task plan, create one task per business rule. Service Asset and Configuration Management In SACM asset models, the tree view supports the creation of a maximum of ten levels of hierarchy. There is no limitation in the table view. It is therefore possible to create more than ten levels of hierarchy in the table view, but the excess do not display in tree view. Service Request Management In Live Support, when viewing comments for a request that has been assigned, the message Request has been assigned that displays, cannot be localized. Offerings When creating user options that utilized a field selection rule (in a list) for an offering, the form automatically applied the logic so as to display the appropriate default values available for selection by the user. The offering form s ability to apply the logic has been replaced by a user options workflow. The workflow does not replicate the cascading effect, meaning that users are now able to make incorrect selections from customized lists in the default values part of the offering form. Integrations In the Case exchange integration with Service Manager, rich text fields from Service Manager may not be displayed correctly in Service Anywhere. If this HP Service Anywhere Page 16 of 21

17 occurs, you can edit the file in Service Manager before running the integration and remove all code with the comment "//remove html tags from SAW". In the BI integration, when rich text data is exported into Microsoft Excel, the data is pasted into multiple rows rather than into a single cell. Direct access to Service Anywhere via User operations such as accept or reject a request, approve, or deny, that are executed by a user sending an to the integration inbox may not work for some Android devices and some Android clients due to an Android OS defect. Possible workarounds could include: updating the client, using an client such as Touchdown, or updating the Android OS on the device. Reports Dates in chart reports are displayed without consideration of Daylight Savings Time. Notifications When updating a notification template and selecting the Use group check box: 1. Proceed as follows: a. Select the Use group check box. b. Save the template. c. Make your changes to the template body. d. Save the updated template. 2. If the template body contains an Expression Language phrase including $current_recipient, proceed as follows: a. Remove all occurrences of $current_recipient. b. Save the template. HP Service Anywhere Page 17 of 21

18 Notifications c. Select the Use group check box. d. Save the template. Internet Explorer When using older versions of Internet Explorer 11, specifically version , you may experience problems with some record pages due to a Microsoft defect. This has now been fixed by Microsoft. Update to the latest version of Internet Explorer 11 to resolve the issue. When using Internet Explorer 10, you may not be able to edit out-of-the-box notification templates and headers and footers. If you use Internet Explorer 9, you may receive an error message saying that the browser is unsupported. Workaround: you must disable compatibility mode. a. Press F12 to display developer tools b. Click Browser Mode c. Select Internet Explorer 9 If you use Internet Explorer 9, you cannot upload attachments. If you use Internet Explorer 9, the Back button supports only (one step of navigation history (the last navigation). HP UCMDB When setting up a UCMDB endpoint for the On-Premise Bridge, if the defined probe is a Discovery probe (not an Integration Service), you must perform the following actions: a. Setup and configure the endpoint (validate the test connection is successful). b. Click the Sync Now button and wait until it fails. c. Shut down the Discovery probe service. HP Service Anywhere Page 18 of 21

19 HP UCMDB d. In the UCMDB Discovery Probe file system, go to the following folder: DataFlowProbe\runtime\probeManager\discoveryResources\SACMPu shadapter and delete the following files: api-integration.jar api-interfaces.jar e. Start the Discovery probe service. Wait a few minutes for the probe to start. f. In Service Anywhere, go to Integration > Endpoints and click Sync Now. When setting up a UCMDB endpoint, the credentials defined on the agent machine for the UCMDB connection require Server Admin access in UCMDB (i.e. sysadmin). Screen reader accessibility Support validated in Firefox only. Supported in all components in the General tab of a record - text boxes, combo boxes, and so on. Note: This has been validated for Change and Request records only. REST API The following APIs are available for use in connection with encryption domains: Revoke user from all encryption domains Enter the following DELETE request URI: There are no parameters for this URI. Revoke user from a specific encryption domain Enter the following DELETE request URI: HP Service Anywhere Page 19 of 21

20 REST API where the domain-id is the ID of the required encryption domain. You can get the domain ID using the List encryption domains API. There are no parameters for this URI. List encryption domains Enter the following GET request URI: There are no parameters for this URI. Documentation Rebranded Help Center As a result of the rebranded Help Center: It is recommended to view the Help Center using Google Chrome or Internet Explorer, and not using FireFox. Image maps may not properly link to the expected destination. This primarily affects workflow images which are linked to the workflow s metaphases. Legal Notices Warranty The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. HP Service Anywhere Page 20 of 21

21 Restricted Rights Legend Confidential computer software. Valid license from Hewlett Packard Enterprise required for possession, use or copying. Consistent with FAR and , Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice Copyright 2016 Hewlett-Packard Development Company, L.P. Trademark Notices Adobe is a trademark of Adobe Systems Incorporated. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered trademark of The Open Group. This product includes an interface of the 'zlib' general purpose compression library, which is Copyright Jean-loup Gailly and Mark Adler. HP Service Anywhere Page 21 of 21

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