Service Anywhere Release Notes

Service Anywhere

Release NotesDocument Release Date: 21 July 2016Software Release Date: August 2016

Release Notes - August 2016This Service Anywhere document includes the following:

l "Fixed defects and enhancements" below

l "Supported operating systems, browsers, and devices" on page 9

l "Integration compatibility " on page 11

l "High impact changes " on page 12

l "Important update information for existing customers" on page 13

l "Additional functionality" on page 15

l "Notes and limitations" on page 17

l "Legal Notices" on page 27

Fixed defects and enhancementsThe August 2016 Service Anywhere release includes the following fixes and

enhancements:

User Interface, Forms, Grids, Reports & Tasks

Fixed issue where a custom defined list value and icon added to the Commentpurpose list, were not visible in comments added to a request in the Self-Service Portal.

Fixed issue where the Routing definition node popup window was not visiblewhen zooming into the map.

Fixed issue where the changes made to the Encryption passcode TTL valuewere lost after refreshing the screen.

Release Notes

Release Notes - August 2016

HPE Service Anywhere Page 2 of 28


Fixed issue where automatically generated comments in the History orDiscussions tabs were partially obscured by the Status update banner.

Fixed issue where the browser crashed when clicking Full Details Request inLive Support when working in a Chrome browser.

Fixed issue where applying a report filter using the IN operator generated anerror.

Users without the View all domains permission can now view public (analytic)reports filtered according to their domain permissions.

Fixed issue where the Views toolbar was compressed and not displayedproperly.

Fixed issue where a page toolbar with two lines of buttons was not displayedproperly.

Fixed issue of date discrepancies between the grid page and the record page.

Improved performance when loading the History tab.

Fixed issue where the user interface froze when saving a record that wasupdated in a different browser.

Fixed issue where the Fields tab displayed the Operational/Analytic indicatorfor fields that are not available for reporting.

Fixed issue where a manual value entered in an automatically populated fieldcaused the field to take on a null value.

Fixed issue of some Boolean fields appearing in different places on a recordpage at different times.

Fixed issue where a record with empty user options was saved when clickingSave even though no changes were made.

Fixed issue where a customer-defined field of type integer could not be changedto a different editor type after being added to a form.

Notification email templates in the Notifications tab are now sortedalphabetically.

Release Notes




It is now possible to configure the default language for new users.

Fixed issue where it was not possible to view request records while logged intoService Anywhere and simultaneously logged into a different HPE site (such asSoftware Support).

Fixed issue where an error was generated when a semicolon was included in aURL.

Fixed issue of internal jobs getting stuck, which caused global search on requestrecords to fail.

It is now possible to modify the recipients of email notifications for discussionupdates using a business rule. For requests, you can define the followers whowill be notified when a comment is added.

Self-Service Portal

Fixed issue where the search result list in the Self-Service Portal did not scrollback to the top when an item was selected from the bottom of the list.

Fixed issue where the Post button disappeared after attaching an image whenanswering a user’s question in the Self-Service Portal.

The Self-Service Portal no longer displays the Make this request public optionif the Allow public field of the offering is set to Never.

The category search in the Self-Service Portal now supports Japanese.

Recently selected offerings are now displayed on a side panel in the Self-Service Portal.

It is now possible to hide the Request support option in the Self-Service Portal.

Added a description to the request list in the Self-Service Portal to differentiatebetween requests.

Fixed issues connected with screen rendering on the Iphone 5 running iOS 9.1and Safari 9.

Only one click is needed to select a new value in the service filter drop-down list

Release Notes



Self-Service Portal

when working in Internet Explorer 11.

It is now possible to disable the following menu items in the Self-Service Portal:

l Approvals

l Approval delegation

l Request on behalf

It is now possible to view articles and offerings in the Feature tab in the Self-Service Portal.

It is now possible to configure the default tab view in the Category page of theSelf-Service Portal.

Fixed issue where titles were missing from some requests opened in the Self-Service Portal.

Program and Project Management

Fixed issue where it was not possible to add an approval definition for an idearecord.

Asset Management

Fixed issue where the drop-down list of stockrooms in Receiving assets includedinactive stockrooms.

Fixed issue where Abort status was displayed without any error message whenimporting device records using the CSV import feature.

Integrations

Fixed issue where the OMi integration failed when the comment body containedmore than 2,000 characters.

Release Notes



Integrations

Fixed issue where the REST Executor business rules could not run properly ona production server after running Dev2Prod.

Fixed issue where the Add comment business rule did not work if the commentincluded a customized purpose.

Fixed issue where the intelligent suggestions feature did not work when editingthe business rule parameters.

Documentation & Localization

The Support request workflow screenshot was updated in the documentation.

The word task was replaced by procedure in the documentation, to distinguishfrom task plans.

Fixed issue where the portal tour in French contained an ASCII code in place ofan apostrophe.

Fixed issue of an incorrect translation in the French documentation on theKeyboard shortcuts page.

The portal tour is now available in Norwegian.

MT Console

Fixed issue where an MT Console user could open the New request dialog eventhough he did not have Create permission.

Fixed issue where clicking View requests or View incidents in the MT consoledashboard after selecting a filter, did not apply the filter to the corresponding gridpage.

Release Notes



ITSM

Fixed issue where the drop-down list of locations in Live Support includeddeactivated locations.

Fixed issue where the Create Article, Create Support Offering, and CreateProblem buttons appeared out of place and were truncated in KnowledgeManagement and Problem Management when working in a non-English locale.

Fixed issue where the hyperlinks in emails sent to users with a French localewere not working.

Fixed issue where a survey notification displayed the wordsWhile we have youwithout any actions to perform.

Fixed issue where request records submitted by Email integration without asubject were successfully created.

Fixed issue where renaming a group caused the Entitlement rules related to thatgroup to fail.

Fixed issue where license records in the Pool phase incorrectly appeared in theUser CIs list in Live Support for the record owner.

Fixed issue where clicking Live Support from the menu bar sometimes failed torefresh the Live Support page when a record was already open on the page.

Fixed issue where opening Live support in a new tab from the menu bargenerated an error.

Fixed issue where the URL for Live support did not work if one of the field valuescontained an accented character.

Change & Service Level Management

Fixed issue where it was not possible to clone a change record with a calculatedfield.

Added protection for cases where SLT transactions were left out of thecalculations due to environment problems.

Fixed issue where customer-defined SLT notification rules were sending thesame email notification 3 times.

Release Notes



Change & Service Level Management

Fixed issue where a SLA or OLA was defined as the active SLA/active OLA of aservice even after the SLA or OLA was deleted, preventing the addition of adifferent active SLA or OLA for the service.

Release Notes



Supported operating systems, browsers,and devicesService Anywhere supports the following:

Platform (Operating system or device) Version (browser ordevice OS)

Windows 7 and 8 (not RT) Internet Explorer 10, and11

Chrome - latest version

Firefox - latest version

Firefox ESR - Allversions supported byFirefox

Apple iPad 9.7" Safari

Samsung Galaxy Tab & Galaxy Note Chrome - latest version

Note:

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 Service Anywhere is only supported in landscape mode.

Release Notes



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 ordevice OS)

Windows 7 and 8 (not RT) Chrome - the twoversions prior to thelatest version

Firefox - the two versionsprior to the latest version

Windows 8 RT Internet Explorer 10, onlyfor the Self-ServicePortal

Mac OS 10.8 and later Chrome - two latestversions

Firefox, only for the Self-Service Portal

Android tablets running Android version 4.0 and later Chrome - latest versionand the two prior majorversions

Android smartphones running Android version 4.0and later

Chrome - latest versionand the two prior majorversions, only for theSelf-Service Portal

HP Slate Chrome - latest versionand the two prior majorversions, only for theSelf-Service Portal

iPhone, and iPad mini Safari, only for the Self-Service Portal

Release Notes



Integration compatibilityService Anywhere can be integrated with the following HPE products:

Product and version

Service Manager 9.34 and later

Operations Orchestration 10.02 and later

Universal CMDB 10.10 and later

Operations Manager i 9.24 and later

LDAP: For the LDAP integration, the following LDAP server types are supported:

Microsoft Active Directory 2008

Microsoft Active Directory 2012

Apache DS 2.0

On-Premise Bridge: The following are the supported operating systems and system

requirements for the On-Premise Bridge:

Supported operating systems:

l Windows: 2008 R2 SP1 64-bit, 2012 R2 64-bit, Windows 7 64-bit

System requirements:

l Minimummemory - 4 GB

l Minimum free disk space required - 80 GB

Note: The On-Premise Bridge installation may fail when working in Windows 2012

R2.

Release Notes



High impact changesThe following changes may affect system behavior after the August 2016 release

updates. Please read each one carefully to consider its implications in preparation for

the release.

l Subdomains

Service Anywhere directs some operations to a different subdomain. It is important

to ensure that the subdomain is not blocked by a firewall. The following table lists

the subdomain associated with each login domain:

Login domain Subdomain

msast001pngx.saas.hp.com msast001push.saas.hpe.com

msast002pngx.saas.hp.com msast002push.saas.hpe.com

mslon001pngx.saas.hp.com mslon001push.saas.hpe.com

mspar001pngx.saas.hp.com mspar001push.saas.hpe.com

mskml001pngx.saas.hp.com mskml001push.saas.hpe.com

l Navigation to external URLs

Users now get a warning when navigating to URLs that are outside the application.

The warning message notifies the user that he has been redirected to an untrusted

domain.

To avoid displaying these messages for specific domains, enter the domains in the

list of trusted domains in the Application Settings under Authorized domains for

navigation.

l Expression Language

The following new Expression Language syntax is available:

Release Notes



${current_user.is_permitted_to_domains('domain name', 'domain name'...)}

returns a boolean value indicating whether the current user has permission for any

of the specified data domains (true if he has permission for at least one of the

domains; false if he has permission for none of them).

Important update information forexisting customersUse the table below to see how each of our new features is enabled in your Service

Anywhere tenant. For all features that are automatically upgraded per the first column,

no action is required.

l Tenant setting in the user interface is done here: Administration > Configuration >

Application Settings. For details, see the Application Settings page in the Help

Center.

l For details on feature activation, see Activating Features > August 2016 in the Help

Center.

Feature Automaticupdate

Tenantsetting viasupport ticket

Tenantsetting viauser interface

Featureactivation

Large useroptionenumerations

✔

Debug tool ✔

Mandatory fieldsindication

✔

LDAPintegration

✔

Release Notes



https://saw.saas.hp.com/help/en/full/Content/1700_Admin/ApplicationSettings.htm

https://saw.saas.hp.com/help/en/full/Content/Home/ServiceAnywhereHomePage.htm


https://saw.saas.hp.com/help/en/full/Content/EnablingFeatures/July2016.htm






Featureactivation

Project PortfolioOptimization

✔

Strong identityvalidation

✔

On-call schedulemanagement

✔ ✔

Notificationpreferences

✔ ✔

Mobile app ✔

HR Supportrequests

✔

Networkperformanceindicator

✔

Requestanalytics

✔

Subscriptions ✔

Financialmanagement

✔

Rich text editor ✔

SACM Servicecomponent

✔

Stockmanagementenhancement

✔

Releasemanagementenhancement

✔

Release Notes






Featureactivation

Project andPortfolioenhancements

✔

Additional functionalityNote: The following procedures are not yet documented in the Service Anywhere

help. To take advantage of these features, follow the steps as documented here.

l "Connect-It authentication" below

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.

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 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).

Release Notes



http://support.openview.hp.com/selfsolve/document/KM01029517

4. Right-click the 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.

Release Notes



Notes and limitationsList updated as of 21 July 2016

On-Call Schedule Management

When a user is removed from a group, you must remove him from all of the on-call shifts in the group calendar in order to update the schedule. To do this, foreach shift:

1. Go to the shift and open it. The Update on-call shift dialog box is displayed.

2. Move your mouse over the user name, and click the Remove link thatdisplays.

3. Click Update.

Incident notification templates are not configured for On-Call ScheduleManagement out-of-the box to support user notification preferences.

To fix this:

1. From the main menu go to Administration > Configuration > Records.

2. Select Incident in the drop-down at the top left of the page.

3. Click the Notifications tab.

4. In the left pane, select the notification template Notification template forbackup on call user.

5. In the main page, select Enable agent notification preferences.

6. In the main page, in the Event drop-down, select Assigned to group.

7. Save your changes.

8. Repeat steps 5, 6, and 7 for the following templates:

Notification template for primary on call user

Notification template with email integration for backup on call user

Release Notes



On-Call Schedule Management

Notification template with email integration for primary on call user

For more information, see Advanced > Activating features - existing tenants >August 2016 > Notification preferences in the Help Center.

If you use a Russian Time zone for an on-call shift or working hours, ServiceAnywhere may set the time to be one hour earlier. For example, if you set an on-call shift of 9.00 AM to 5.00 PM, this may become 8.00 AM to 4.00 PM.

Service Catalog Management - Fulfillment plans

Fulfillment plans are not supported for offerings of the HR Support type.

Service Asset and Configuration Management - Modeling template andInternet Explorer

The following applies if you are using Internet Explorer to download themodeling template, when configuring a remote CMS. When you click on the linkDownload modeling template, a Page Not Found error message is displayed.To download the template:

1. Note the URL for your Service Anywhere domain.

For example, when using Service Anywhere, your URL might behttps://msast001pngx.saas.hp.com/dashboard?TENANTID=123456789. Therefore, the URL for your domain is:https://msast001pngx.saas.hp.com.

2. Paste the following URL into your browser:

<your service anywhere domain>/v6/install/sacm/ucmdb-browser-modeling-template-package.zip

Following the example above, the URL would be:

https://msast001pngx.saas.hp.com/v6/install/sacm/ucmdb-browser-modeling-template-package.zip

3. Click Save in the popup dialog box.

Release Notes



Chat Capability in the Self-Service Portal

Before the August 2016 release of Service Anywhere, chat capability was set onSupport Level Agreement targets. Now, you can define chat capability forService Level Agreement targets.

If you are using an upgraded tenant, by default there will be no chat capability forrequests that are connected to a Service Level Agreement. (This applies, even ifthere is a related Support Level Agreement with chat capability.)

However, if you are using an upgraded tenant, you can add the chat capability byediting the Service Level Target sets for the relevant Service Level Agreements.For more information, see Administration > Live Support > Live Support andChat > Enable chat capability for the Self-Service Portal in the ServiceAnywhere Help Center.

Language

The user interface translations in Korean and Russian are not updated to theMarch 2016 release. UI related to new features added from March 2016 andforward will appear in English. Any customer requiring these translations shouldcontact HPE customer support.

The current release of Service Anywhere includes localized documentation inthe following languages:

l Japanese

l Simplified Chinese

l Dutch

l German

l Spanish

l Brazilian-Portuguese

l French

l Italian

This localized documentation includes all the features and enhancements madeto Service Anywhere for the March 2016 release.

Release Notes



Language

Any changes and enhancements made to the documentation since the March2016 release are not reflected in the localized version of the documentation.

You can access the latest Help Center documentation in English.

When exporting a CSV file which contains non-English text, when the file isopened in Microsoft Excel, the data appears corrupted. To view the datacorrectly, select the Data tab in Excel, select From Text, and then select theUTF-8 encoding option.

Encryption domains

For some forms, when accessing the form via a direct link or by refreshing thepage, an encrypted value is displayed as randomly generated text rather than ashidden text. When this occurs, select a different tab and then go back to theoriginal tab to solve the problem.

Self-Service Portal

l In the Self-Service Portal, you cannot customize the color for the followingareas:

o Headers and form fields of offeringso Rich text

l To fully protect articles which have been published internally and includepotentially sensitive information from being viewed using REST APIs, it ishighly recommended that you assign domains to the article. Domains enablestronger security by applying targeted permissions to articles. For details ondomains, access the Help Center documentation under Service AnywhereAdministration > Domain segmentation.

l If any Request form is edited to include a drop-down list displaying many-to-many associations, when a user in the Self-Service Portal makes a selectionfrom that drop-down list, the cart function is disabled.

Release Notes



https://saw.saas.hp.com/help/en/full/ServiceAnywhere.htm

https://saw.saas.hp.com/help/en/full/ServiceAnywhere.htm

Records and fields

l Fields with rich text data cannot be exported using the Export to CSV option.

l You cannot create a generic filter that works for any user to show recordsassigned to any of that user's groups.

Workaround: individual users can manually add filters using the group namesfor each group of which they are a member or use the grouping capability togroup the tickets by an assignment group.

l Fields for Change, Incident, Problem, and Service Request Management arenot read-only after a record is closed.

l Fields in records Management must include a translation matching thelanguage with the current user’s locale, to be saved successfully.

l When creating fields, you can define the field in multiple languages. If you login to a locale for which there is no translation, the field is given the Englishtranslation, by default. In the case that an English translation was not definedat the time that the field was created, the English field is automatically giventhe name of the field, in the original language, and this is then displayed in thefield in the new locale.

l Images are not included when copying and pasting content into the rich texteditor.

l A user with only the Asset & Configuration Manager role is unable to createnew fields. The admin user should create the new fields.

Processes

It is not possible to add both an automatic and manual transition between twophases in a process. If one transition exists, you cannot add another.

Business rules

To call multiple business rules in a task plan, create one task per business rule.

Release Notes



Expression Language

The following table indicates where in the system the different ExpressionLanguage data source expressions are valid:

Data source expression Valid in:

entity Workflows, tasks,and notifications

current_user Workflows andtasks

current_task Tasks only

current_recipient Notifications only

current_update Workflows only. Allprocess events,except:

l Beforeremovingrelationship

l Before addingrelationship

l After addingrelationship

l After removingrelationship

l Per Schedule

l SLT event

current_association_update Workflows only.The followingprocess eventsonly:

l Beforeremoving

Release Notes



Expression Language

Data source expression Valid in:

relationship

l Before addingrelationship

l After addingrelationship

l After removingrelationship

Service Asset and Configuration Management

In SACM asset models, the tree view supports the creation of a maximum of tenlevels of hierarchy. There is no limitation in the table view. It is therefore possibleto create more than ten levels of hierarchy in the table view, but the excess donot display in tree view.

Service Request Management

l In Live Support, when viewing comments for a request that has beenassigned, the message “Request has been assigned” that displays, cannot belocalized.

l When a request is created in the Self-Service Portal, with a descriptionincluding information on CIs to enable CI detection, the CIs are not displayedas detected when the request is opened in Live Support.

Offerings

When defining user options in the Default values section of an offering, the fieldselection rules defined for offerings do not apply. Accordingly, the customizedlists in the Default values part of the form may not reflect the valid selections forthe fields.

Release Notes



Integrations

l In the Case exchange integration with Service Manager, rich text fields fromService Manager may not be displayed correctly in Service Anywhere. If thisoccurs, you can edit the file in Service Manager before running the integrationand remove all code with the comment "//remove html tags from SAW".

l The On-Premise Bridge Agent installation fails when working in Windows2012 R2.

l In the BI integration, when rich text data is exported into Microsoft Excel, thedata 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 areexecuted by a user sending an email to the Email integration inbox may not workfor some Android devices and some Android email clients due to an Android OSdefect. Possible workarounds could include: updating the email client, using anemail client such as Touchdown, or updating the Android OS on the device.

Reports

Dates in chart reports are displayed without consideration of Daylight SavingsTime.

Notifications

When updating a notification template and selecting the Use group email checkbox:

1. Proceed as follows:

a. Select the Use group email check box.b. Save the template.

Release Notes



Notifications

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.

c. Select the Use group email check box.d. Save the template.

Internet Explorer

l When using older versions of Internet Explorer 11, specifically version11.0.9600.16428, you may experience problems with some record pages dueto a Microsoft defect. This has now been fixed by Microsoft. Update to thelatest 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-boxnotification templates and headers and footers.

HPE UCMDB

l When setting up a UCMDB 10.10 endpoint for the On-Premise Bridge, if thedefined probe is a Discovery probe (not an Integration Service), you mustperform the following actions:

a. Setup and configure the endpoint (validate the test connection issuccessful).

b. Click the Sync Now button and wait until it fails.

c. Shut down the Discovery probe service.

d. In the UCMDB Discovery Probe file system, go to the following folder:DataFlowProbe\runtime\probeManager\discoveryResources\SACMPushAdapter and delete the following files:

Release Notes



HPE UCMDB

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 theagent machine for the UCMDB connection require Server Admin access inUCMDB (i.e. sysadmin).

l If you have customized content for the UCMDB custom synchronization, donot run the automatic synchronization after an upgrade, which will overwriteyour customized content. When a new version of the custom mode adapter ispublished, you must manually merge the updated content of the new adapterwith your customized content and then run the custom synchronization only.

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.

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 InternetExplorer, and not using FireFox.

l Image maps may not properly link to the expected destination. This primarilyaffects workflow images which are linked to the workflow’s metaphases.

Release Notes



Legal Notices

WarrantyThe 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.

Restricted Rights LegendConfidential 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 Enterprise Development Company LP

Trademark NoticesAdobe™ 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.

Release Notes



This product includes an interface of the 'zlib' general purpose compression library, which is Copyright © 1995-

2002 Jean-loup Gailly and Mark Adler.

Release Notes



Technology

Service Anywhere Release Notes