Release Notes - 10 January 2016
This Service Anywhere document includes the following:l "Fixed defects and enhancements" below
l "Supported operating systems, browsers, and devices" on page 5 l "Integration compatibility " on page 8
l "Java runtime environment update " on page 8 l "Additional functionality" on page 9
l "Notes and limitations" on page 12 l "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.
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 email address must also be provided (Email address becomes an additional mandatory property). If no value is entered for the upnDataType property, or if you enter Email_Address as the value of the property, the UPN contains the user's email 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:
l Record was closed at least six months previously. l Record has not been updated in the last six months.
l 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.
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 Email 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 Email 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.
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" Safari
Samsung Galaxy Tab & Galaxy Note Chrome - latest version
Note:
l 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.
l A reference to the latest version means the latest version available in general release at the publication of these Release Notes.
l 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
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) Version (browser or
device OS)
Windows 7 and 8 (not RT) Chrome - the two
versions prior to the latest version
Firefox - the two versions prior to the latest version
Windows 8 RT Internet Explorer 10, only
for the Self-Service Portal
Mac OS 10.8 and later Chrome - two latest
versions
Firefox, only for the Self-Service Portal
Android tablets running Android version 4.0 and later Chrome - latest version and the two prior major versions
Android smartphones running Android version 4.0 and later
Chrome - latest version and the two prior major versions, only for the Self-Service Portal
HP Slate Chrome - latest version
and the two prior major versions, only for the Self-Service Portal
iPhone, and iPad mini Safari, only for the
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 10.02 and later HP Universal CMDB 10.10 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.
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.
l "Connect-It authentication" below
l "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
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 9.53.025 p2 from the support site:
http://support.openview.hp.com/selfsolve/document/KM01029517 2. Extract the contents and install using the default options.
3. Once 9.53.025 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.
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:
Notes and limitations
List updated as of 10 January 2016Language
The current release of HP Service Anywhere includes localized documentation in the following languages:
l Japanese l Simplified Chinese l Dutch l German l Spanish l Brazilian-Portuguese l French l 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 theService Anywhere Learn site.
You can access the latestHelp Centerdocumentation 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
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:
l change governance approval plan. Select the required change governance
approval plan.
l change model approval. Enter an Expression language phrase specifying
the required change model approval.
l 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.
Approval delegation
An email notification template must be updated so that users to whom tasks have been delegated understand why they are receiving such an email.
1. 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 email 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
l In the Self-Service Portal, you cannot customize the color for the following
areas:
o Headers and form fields of offerings o Rich text
l 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
Self-Service Portal
stronger security by applying targeted permissions to articles. For details on domains, access theHelp Centerdocumentation under Service Anywhere Administration > Domain segmentation.
Records and fields
l Fields with rich text data cannot be exported using the Export to CSV option. l The indexing in the IDOL search engine of fields with the Full text searchable
attribute, does not function.
l 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.
l Fields for Change, Incident, Problem, and Service Request Management are
not read-only after a record is closed.
l Fields in records Management must include a translation matching the
language with the current user’s locale, to be saved successfully.
l 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.
l Images are not included when copying and pasting content into the rich text
editor.
l 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.
Rules and expressions
l 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
l In the Case exchange integration with Service Manager, rich text fields from
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".
l 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 email
User operations such as accept or reject a request, approve, or deny, that are executed by a user sending an email to the Email integration inbox may not work for some Android devices and some Android email clients due to an Android OS defect. Possible workarounds could include: updating the email client, using an email 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 email check box:
1. Proceed as follows:
a. Select the Use group email 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.
Notifications
c. Select the Use group email check box. d. Save the template.
Internet Explorer
l When using older versions of Internet Explorer 11, specifically version
11.0.9600.16428, 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.
l When using Internet Explorer 10, you may not be able to edit out-of-the-box
notification templates and headers and footers.
l 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
l If you use Internet Explorer 9, you cannot upload attachments.
l If you use Internet Explorer 9, the Back button supports only (one step of
navigation history (the last navigation).
HP UCMDB
l When setting up a UCMDB 10.10 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 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:
l api-integration.jar l 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.
l When setting up a UCMDB 10.10 endpoint, the credentials defined on the
agent machine for the UCMDB connection require Server Admin access in UCMDB (i.e. sysadmin).
Screen reader accessibility
l Support validated in Firefox only.
l 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:
l Revoke user from all encryption domains
Enter the following DELETE request URI:
https://{serverAddress}/rest/{tenant-id}/encryption/key_chain/{user-id}
There are no parameters for this URI.
l Revoke user from a specific encryption domain
REST API
https://{serverAddress}/rest/{tenant-id}/encryption/key_chain/{user-id}/domains/{domain-id}
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.
l List encryption domains
Enter the following GET request URI:
https://{serverAddress}/rest/{tenant-id}/encryption/domains
There are no parameters for this URI.
Documentation – Rebranded Help Center As a result of the rebranded Help Center:
l It is recommended to view the Help Center using Google Chrome or Internet
Explorer, and not using FireFox.
l 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.
Restricted Rights Legend
Confidential computer software. Valid license from Hewlett Packard Enterprise required for possession, use or copying. Consistent with FAR 12.211 and 12.212, 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 © 1995-2002 Jean-loup Gailly and Mark Adler.
