Known and Corrected issues in version 12.1.02

After upgrading to the FootPrints version 12.1.02.002, when you tried to create, edit, or copy a ticket, the following error message was displayed:

Error:a.updateVisibilty is not a function

This issue occurred only if journaling was enabled for a dependent field.

If you used the getTicketDetails web service to retrieve ticket details, an unexpected error message was displayed. This issue occurred if the ticket number contained a nonnumerical prefix.

If you created a ticket from a Telephony URL, only the values of the linked built-in fields of a contact in an Address Book were populated instead of all linked fields.

Title: Ticket which triggers the Service Level Management (SLM) activation could not be saved if required assignment field exists in another container.

When an assignment field in a container (Workspace) exists which has the same name as an assignment field in another container (a Service Portfolio), when Service Level Management is activated for a ticket, the following error occurs:
Ticket could not be saved because of the Error: Rule syntax error: {0}

Title: Child fields of dependency grouping are not shown after applying quick template when the Role permission for the parent fields is set to View.

Title: Usage of Assignment and journaling fields may prevent saving of ticket and execution of Business Rules.

Various problems occur regarding the use of Assignment and Journaling fields:

1)  When an Assignment field is set to Required, when attempting to save a ticket with values that activate SLM, the ticket is not saved and the following error occurs:

Message: Param assignments was not loaded due to dependency filter configuration.

Exception Type: com.numarasoftware.footprints.core.
dataaccess.dynamicitem.
AggregateDynamicItemException
Error Code: 001
Facility: Core.Rule
Build Number: next
Serial Number: FPnnnnn
Locale: en_US
Log entry identifier: 6933630c-b9bf-4062-a358-ad21ca0127c2
Hash Code: -1145076780

Stack Trace:

* Stack Trace Summary: 
  - com.numarasoftware.footprints.core.rule.RuleServiceException:
Rule syntax error: {0}. [Core.Rule.001]
  - java.lang.RuntimeException : cannot invoke method: run
  - java.lang.reflect.InvocationTargetException : null

2)  When a Business Rule exists configured as follows:

Triggers: On Linked Item Create: [ Ticket/Work Target : Work Target ]
Criteria: leave it empty.
Actions: Change assignment of Ticket [specify any values options].

Upon creation of a ticket with values which activate SLM, the ticket is created and the rule executes, however the assignment is not changed and the FootPrints log contains the following error:

ERROR|2015-12-18T13:39:22.870|EET|weaverry-
PC|http-apr-8080-exec-3|*.core.rule. DefaultRule
ActionService.run()|||Error occurred
when executing action:  "assignUser".|
* Stack Trace Summary: 
  - com.numarasoftware.footprints.core.dataaccess.
dynamicitem.Aggregate
DynamicItemException: Param assignments was not loaded due to dependency
filter configuration. [Core.AggregateDynamicItem.001]|
com.numarasoftware.footprints.core.
dataaccess.dynamicitem.
AggregateDynamicItemException:
Param assignments was not loaded due to dependency filter configuration.
 at com.numarasoftware.footprints.core.domain.
AggregateDynamicItem.getAssignmentsMap
(AggregateDynamicItem.java:478)

Title: Values of Built-in fields with changed name in FootPrints 11.x not migrated properly into version 12.x.

Built-in fields of FootPrints 11.x, such as Title, Status, Assignee or Priority that have their name changed in Form Designer (i.e. Status to State for example) may not have field values properly migrated into FootPrints 12.x after the migration process has been performed.

The Title and Status fields will be found to be empty. Priority will be set to "Medium" regardless of the value the ticket had in FootPrints 11.x.
The Assignee field for tickets will have only one assignee.

Title: Multi-Select field value cannot be set to multiple values via Web Services API.

When attempting to set the value of a Multi-select field to multiple choices using the Web Services API, the value is not set as expected.
This problem occurs although a separator such as a semicolon has been used to separate the choices.

Title: Move action does not occur if performed from a Saved Search view from a Custom Console.

When attempting to move a ticket from a Saved Search view from a Custom Console, after selecting the Container and Item to move to, the ticket is not moved to the destination Container/Item as is expected.

When attempting to move a ticket from a Saved Search view from a Custom Console, after selecting the Container and Item to move to, the ticket is not moved to the destination Container/Item as is expected.

Business Rules

10838

Title: Email not sent to Assignees per Business Rule action when criteria of Assignees = Any Value is used.

If a Business Rule uses criteria of Assignees = Any Value and the action of the rule is to send mail to the Assignees, the mail is not sent as expected.

12.0 to 12.1.02

10836

Title: Time-based Business Rule fails to create subtask if using a Quick Template.

When a Time-Based Business Rule is configured to create a subtask using a Quick Template, the subtask is not created and the following error is found in the Footprints.log file:

ERROR|2015-11-19T15:49:00.220|EST|JLFOOTPRINTS|
pool-5-thread-9|*.business.rule.TimeBasedRulesJob$
TimeBasedRuleTask$2.doInTransactionWithoutResult
()|||Could not process time-based rules for Ticket ID=101,
Definition Version ID=3903. Changes to ticket were not
committed. Continuing processing other records.|
* Stack Trace Summary:
- com.numarasoftware.footprints.core.rule.
RuleServiceException: Rule syntax error: {0}.
[Core.Rule.001]- java.lang.RuntimeException :
cannot invoke method: run - java.lang.reflect.
InvocationTargetException : null
- com.numarasoftware.footprints.core.
dataaccess.dynamicitem.
AggregateDynamicItemException :
Param assignments was not
loaded due to dependency filter configuration.
[Core.AggregateDynamicItem.001]
|com.numarasoftware.footprints.core.rule.
RuleServiceException: Rule syntax error: {0}.
at sun.reflect.NativeConstructorAccessorImpl.
newInstance0(Native Method)
It should be noted this problem has only been reproduced using a single customer's workspace configuration, but may occur in other environments.

12.0 to 12.1.02

10890

Title: Error occurs when publishing if Business Rule has action to set field value to no value.

If a Business Rule is configured to set a field value to no value (i.e. empty or blank), when attempting to publish the container, the following error occurs:
An Action [{0}] uses Combo Field Value [{1}], which does not exist for Field [{2}]
This problem has been duplicated when the Business Rule was configured to empty either a single-select or multi-select field, but the problem may occur with other field types.

12.1.02

Consoles

10289

Title: Client Exception error may occur when filtering on Title field in Home Console.

When attempting to filter on the Title field in the Home Console, the following Client Exception error may occur:
Client Exception
TypeError: b is null

An image of the error is below:

12.0 to 12.1.01

Email

10903

Title: "Your email cannot be processed" error occurs when customer users attempt to edit ticket via email.

When a customer sends an email to edit a ticket, although the user role of which they are a member provides them permissions to edit the ticket, the user is sent an email message with the following content:
Your email cannot be processed at this time because Ticket #16 could not be updated. Error: Access denied., cause null. Try again later or contact your Administrator for assistance.

12.0 to 12.1.02

10891

Title: Embedded images in incoming email message causes processing and performance delays.

When images are embedded into the body of email messages that are sent to FootPrints to create or update a ticket, significant time may be needed to process the message and performance of the application may be affected (i.e. degraded performance attempting to create/update a ticket).

12.1.02

Issue Edit

10393

Title: Record Number hyperlink in view for a ticket no longer responds after Edit Lock warning appears.

While a ticket is being edited by a user (User A), and another user (User B) selects the Record Number hyperlink from a View for that same ticket, the warning indicating the ticket is locked by User A correctly appears for User B.
However, if User B then presses the Cancel button and selects the hyperlink for the record again, the link is unresponsive.

12.0 to 12.1.02

Migration

10854

Title: Description entries displayed in non-chronological order after migration from FootPrints 11.6.x.

When a migration of ticket data from FootPrints 11.6.x has occurred, Description field entries in a ticket are not displayed in chronological order as expected.

Fields/Schema

10418

Title: Field value containing commas not displayed in Viewing mode.

When a field value contains comma characters, although a user may have permissions to view the field per role permissions, the field value is not visible as expected.
If the ticket is edited by the user, the value is displayed.

12.0 to 12.1.02

Address books

10294

Title: Team associated with Contact item not available for selection for criteria in Business Rule.

When attempting to create a Business Rule which has criteria of Generic Linking with a field of type Assignment in a Contact item, it is not possible to select a team which is associated with the Contact item as criteria for the rule.

12.0 to 12.1.01.001

10057

Title: Duplicate choices can be added to Single Select field.

When adding choices to a field of type Single Select, it is possible to add duplicate choices if the choice does not already exist in the field.
If the choice already exists, a duplicate choice cannot be added.

12.0 to 12.1.01.001

Authentication

10693

Title: The maximum number of Concurrent Technicians has been reached" error occurs when concurrent agent logs in.

When the number of concurrent agent accounts that exist in FootPrints equals the number of concurrent agents the system is licensed for, when a concurrent agent attempts login using the "login.html" page, such as:

http://FPservername/footprints/servicedesk/login.html the following error occurs:

The maximum number of Concurrent Technicians has been reached. If you wish to create more Concurrent Technicians, contact your account representative to increase your licensed entitlements.This problem has been duplicated using Web Server authentication.

12.0 to 12.1.01.001

Automated Workflow

10535

Title: Client Exception error occurs when attempting to update dynamically linked ticket.

When attempting to update a ticket that is dynamically linked to another, and a Business Rule runs that has a Trigger of On Linked Item Update, the following error may occur:

Stack Overflow Exception while performing rule chain:

Check our Web Site for more Suggestion.
View error details

When the user selects View Error Details, the following is shown:
Message: Exception Message not available.

Exception Type: java.lang.StackOverflowError
Error Code: 001
Facility: Core.Rule
Build Number: 18
Serial Number: FPnnnnnn
Locale: en_US
Log entry identifier: 6efc97b4-69a8-4200-ae3f-ca741c2e28a3
Hash Code: -1464070544

Stack Trace:

* Stack Trace Summary:
- com.numarasoftware.footprints.core.rule.RuleServiceException : Rule syntax error: {0}.
[Core.Rule.001] - org.drools.runtime.rule.ConsequenceException :
Exception executing consequence for rule "Item Definition - 10703 - ticket -
SkipBusinessRulesAfterInitializationRules - 003-item647" in item647:
java.lang.RuntimeException: cannot invoke method: run
This problem is known to occur when a migration from FootPrints 11.6.x has occurred to version 12.x.

12.0 to 12.1.00.006

10697

Title: Approval Process does not start when Business Rule action sets ticket to an Approval State.

When the action of a Business Rule sets a ticket to an Approval State, the Approval Process associated with that state does not start.

12.0 to 12.1.01.001

9142

Title: Top of Ticket page displayed when selecting buttons in Approval section.

When buttons in the Approvals section of the Ticket page are pressed, the page unexpectedly scrolls to the top.
This problem was reported as having occurred when the Show History and Hide History buttons were pressed, but may also occur with other buttons.

12.0 to 12.1.01.001

Business Rules

9109

Title: On Screen rule with no criteria does not calculate field value.

Under the following conditions (all apply), the action of a Business Rule is not executed as expected:

• A rule of type On Screen set to fire On Create and On Update (the problem was duplicated in this scenario, but may occur for either On Create or On Update).
• The rule has no Criteria specified.
• The Action of the rule is to Calculate Field Values

When the field values are set in the fields used to perform the calculation, the field used to hold the calculated value is not set as expected.

12.0 to 12.1.00.
004

10069

Title: Business Rule with action 'Set field value' and action 'Copy field value from linked' is not executed.

A Business Rule with the action Set field value and the an action of Copy field value from linked does not execute the action as expected, although the rule actually runs. Additionally, the following error occurs:
ERROR|2013-07-16T16:15:15:980|COT|dalzate|http-bio-8080-exec-49
|com.numarasoftware.footprints.core.rule.
DefaultRuleActionService.run()|
Error occurred when executing action:"setFieldValue".

12.0 to 12.1.00.006

10158

Title: Field calculation of On Screen Business Rule does not occur after change of values.

When an On Screen Business Rule has an action to Calculate Field Value, during creation or edit of a ticket, while after inputting initial values in the fields causes the calculation to occur, if the values used to calculate the values are changed a recalculation does not occur.

12.0 to 12.1.01

10614

Title: 'Time of Last Run' for Rule that has previously run on other tickets is different time than Created On value of latest ticket for which the Rule ran.

When an After Save - Business Rule runs on a ticket, and the same rule has previously run against other tickets, the "Time Of Last Run" value on the Rules page is not equal to the "Created On" date of the most recent ticket on which the same Business Rule ran.

12.0 to 12.1.01

10603

Title: An After Save Business Rule with a trigger of "On Update" may execute on a newly created ticket.

When an After Save Business Rule is created to have an "On Update" trigger, the rule may execute on newly created tickets.

12.0 to 12.1.01

10557

Title: Business Rule with "Link Existing Record" action not following the Condition selection.

When a Business Rule is created with an action of Link Existing Record and using a Link Type of Ticket/Contact: Contact and using a Condition of Equal to, the correct contact may not be linked when an email is sent by a user whose From address matches that of a valid contact to create a ticket.

This problem has been duplicated using a Dynamic SQL Address Book and an LDAP/AD Address Book.

12.0 to 12.1.01

Title: Steps in Help explaining how to set Priority with Business Rules incorrectly instruct to create After Save rules.

On the documentation page for Defining rules for setting priority automatically, the instructions indicate to create an After Save rule with the Trigger set to On Screen. This is incorrect information.
The rule should be created as an On Screen rule with the Trigger set to On Screen.

10516

Title: Errors occur when attempting to save ticket if Auto Assignment Business Rule is run.

When saving a ticket, if a Business Rule of type Auto Assignment is being run, an error occurs as follows:

When View Error Details is selected, the following appears:
Message: Access denied.
Exception Type: com.numarasoftware.footprints.core.security.
SecurityServiceException
Error Code: 012
Facility: Core.Security
Build Number: 16
Serial Number: FPnnnnnn
Locale: en_US
Log entry identifier: fb6c95bc-3668-4370-8495-97bf814bd593
Hash Code: 1563029740
Stack Trace:
* Stack Trace Summary:
- com.numarasoftware.footprints.core.security.Security
ServiceException:Access denied. [Core.Security.012]
com.numarasoftware.footprints.core.security.
SecurityServiceException: Access denied.
at com.numarasoftware.footprints.core.security.
SecurityUtils.
validateSystemPermission(SecurityUtils.java:248)

12.0 to 12.1.00.006

Change Management

10150

Title: Voting options based on Dynamic Approver not available.

When an Approver attempts to vote on a record who is a Dynamic Approver (Contact, Submitter, Submitter's Supervisor, Submitter's Supervisor's Supervisor), while the Approvals section of the ticket may be available, the options to vote are not available for selection by the Approver.

This problem occurs although the Approver is logged in with proper credentials (i.e. proper Contact, etc).

12.0 to 12.1.01

CMDB

10505

Title: "Item [new_CI_name] has a redundant Field..." error occurs when publishing CMDB container after assigning shared field to CI item in container created with ITSM template.

An error as follows occurs when attempting to assign a Shared field to a CI item which is in a CMDB Container created by the ITSM template:
Item [new_CI_name] has a redundant Field [shared_field_name] that is derived from a missing Shared Field.

12.0 to 12.1.01

10449

Title: Error occurs during CI import if Required fields are not mapped.

When performing a CI import into a CMDB, if required fields are not mapped, the following error unexpectedly occurs:
The required field "FieldName" was not foundIn addition, the import fails.

NOTE:It is expected the only required field that needs to be mapped for a CI import is the Unique Key (set on the Map Fields tab when configuring the import).

Console Widgets

10685

Title: No more than 3 digits of a ticket number shown in Console widget using saved search.

When a console widget is configured to show the results of a saved search containing the ticket number, no more than the 1st 3 digits of the ticket number appear.

12.0 to 12.1.01.001

Container Administration

10510

Title: Container cannot be published after removing workflow cell that has an approval state and deleting corresponding status.

When a workflow cell for an Approval State is removed and the corresponding status is deleted, the following error occurs upon attempting to publish the container:
Definition cannot be instantiated due to rules/workflow validation:
Unable to build business rule from definition: No value with guid
2b9cb24f-6a04-4677-aa32-08d57be5bd36 found...

This error is seen as a Publishing error and is also found in the FootPrints log.

12.0 to 12.1.00.006

9644

Title: Workflow outline may not display after creation and edit of a Workflow Process.

After creating a Workflow Process, upon editing it and expanding the Workflow Outline, the section may no longer display.

12.0 to 12.1.01

Data Import

9367

Title: User import report falsely indicates accounts were created when validation errors exist.

When importing users via a CSV file, if one or more of the records fails validation (for example, an incorrectly formatted email address), upon completion of the import task, the report may incorrectly indicate that User accounts were created for the records that had no validation problems.

However, no accounts are actually created.

12.0 to 12.1.00.006

10711

Title: "Unexpected error: Not enough fixed licenses available for agents." when attempting to import Customer users.

When a data import of Customer users contains more records in the Data Source than the FootPrints system has licenses for fixed agents, the import unexpectedly fails with the following error:
Unexpected error: Not enough fixed licenses available for agents.
Fixed agent licenses should not be required in order to create customer accounts.

12.0 to 12.1.01.001

8892

Title: Possible slow performance importing tickets.

An excessive amount of time may be needed to import a large number of tickets. Several hours may be needed to import 10000 tickets are more.

12.0 to 12.1.01

9855

Title: Users in first listed Base DN are only imported users.

When importing users from LDAP to create FootPrints user accounts, if multiple OUs/Base DNs are specified in the LDAP Base DN field, only users contained within the first listed Base DN are imported.

12.0 to 12.1.01

9304

Title: Users created with Fixed license when language of Administrator performing Import task uses non-English language.

When an Administrator schedules a task to create users via import and selects the license type as "concurrent", if the Administrator's language preference is set to use a non-English language, the users are unexpectedly created with a Fixed license.

12.0 to 12.1.01

Dependencies

10663

Title: First choice in dependent dropdown field may be only one to appear.

When creating a new ticket, if a dependency is configured to have the dependent field appear with multiple choices, the first choice of the dependent field may be the only one to appear.
It should be noted this problem has only been duplicated in one customer's environment and requires unique conditions in which to occur.

12.0 to 12.1.01.001

10620

Title: Exception error occurs when attempting to delete ticket linked to Work Target.

When attempting to delete an item record (i.e. Ticket/Incident), an Exception error as follows may occur if the record is linked to another non-Contact record (i.e. ticket/Work Target):

Message: Exception Message not available.
Exception Type: java.lang.NullPointerException
Error Code: 001
Facility: Infrastructure.Error
Build Number: 18
Serial Number: FPnnnnnnn
Locale: en_US
Log entry identifier: 59d69a2e-9420-429a-9108-9ba52a2e40fe
Hash Code: -1502274512

Stack Trace:
* Stack Trace Summary:
- com.numarasoftware.footprints.
business.container.dynamicitem.DynamicItemServiceException
: Unexpected error. [Infrastructure.Error.001]
- java.lang.NullPointerException : null

12.1.01

Email

9411

Title: Email notifications are not sent as expected after changing system account credentials.

When the credentials for System Email Notifications are changed at Administration | System Management | Email Settings - Notifications (System), after saving the changes, notifications are no longer sent as expected.

12.0 and 12.0.01

9776

Title: Error occurs when replying to notification where container has fields with brackets and hyphens.

When a user replies to a notification via email, if the Container where the notification is to be sent has one or more fields having brackets and hyphens in the name (example: [VERTEX-PROD]), an error similar to the following is sent back to the user:
Subject: This email can not be processed
Body: The Ticket could not be created. Error: Illegal character range near index 13
(?is)[VERTEX-PROD]\s*=(\s*(.*))End [VERTEX-PROD] ^, cause.

12.0 to 12.1.00.006

9508

Title: Combined list from all Assignee fields are set as value of Assignee fields in notification.

When multiple Assignee fields are on a Form and have values in a Ticket, if a notification is sent where the keywords for the fields are included in the template, when the notification is received, the values which replace the keywords are a combined list of all the Assignees of the multiple Assignee fields.

For example if AssigneeField1 is set to AgentA, AgentB and AssigneeField2 is set to AgentC, AgentD, when the notification is received, the values for both the AssigneeField1 and AssigneeField2 fields are AgentA, AgentB, AgentC, AgentD.
It is expected each field in the notification only contains the Assignees as set in the ticket.

12.0 to 12.1.00.006

10528

Title: Email template in custom language fails to send Business Rule notification mail.

When an email template is created and a custom language is selected for it, any Business Rules that have an action to send a notification using the template are not sent and the following error is found in the FootPrints log file:

ERROR|2015-07-20T13:50:47:920|CEST|CV01FOOTPRINTS|http-apr-8080-exec-8|*.business.rule.operation.action.SendEmail.sendNotification()|
Cannot send notification email.
* Stack Trace Summary:
- java.lang.NullPointerException : null
|
java.lang.NullPointerException

12.0 to 12.1.00.006

10564

Title: Responding to notifications from existing tickets fails to update ticket and logs an InnerMostException error.When a ticket notification is replied to via email, if an image is included in the body of the message (such as a Company logo, etc), the user may receive a reply back with the following content:

The Ticket #1105 could not be updated. Error: Access denied.
Cause: SecurityServiceException. Try again later or contact your Administrator for assistance.

Additionally, the following entry is written to the FootPrints log file:

ERROR|2015-08-27T09:42:1.150|EDT|JLFOOTPRINTS|instance1
_Worker-4|*.business.emailrequest.
IncomingEmailErrorHandler.handleExceptionLogging()|||Inner
MostException for Exception with subject=Re: test Ticket= TIX-101
ItemType= 646 WS= 645. and description=null|
* Stack Trace Summary:
- java.lang.NullPointerException : null
java.lang.NullPointerException
at javax.mail.internet.MimeUtility.decodeText
(MimeUtility.java:513)
at com.numarasoftware.footprints.business.emailrequest.
JavaMailConnectionHandler
.getAttachmentsFromMultipart(JavaMailConnectionHandler.
java:537)
at com.numarasoftware.footprints.business.emailrequest.
JavaMailConnectionHandler
.getAttachments(JavaMailConnectionHandler.java:441)

12.0 to 12.1.01

10451

Title: Incoming email fails if a CC address is added to email with validation error.

Incoming email containing a CC email address results in the following validation error if email validation is enabled on a field named CC:
The Ticket could not be created. Error: Business Rule validation error. Wrong field values: [cc=Value does not match email pattern.]. Cause: RulesValidationException. Try again later or contact your Administrator for assistance.

12.0 to 12.1.01

10436

Title: Incoming Email with zero kb attachments do not create tickets.

When an empty file (0 kb in size) is attached to an incoming email message to a FootPrints incoming Email Address with the intent to create a ticket, the ticket is not created and the sender of the message is sent a reply containing the following error:
The Ticket could not be created. Error: Uploaded file is empty. Cause:
ContainerAttachment ServiceException.
Try again later or contact your Administrator for assistance.

12.0 to 12.1.01.001

10716

Title: Unable to create ticket via email if Workspace is linked to an internal and external address book.

If a workspace is linked to one Internal Address Book and an External Address Book (such as LDAP/AD, Dynamic SQL, etc), when an email is sent to the workspace's configured Email Address in order to create a ticket, the ticket is not created. The sender of the message receives the following reply back:
The Ticket could not be created. Error: Unexpected error.
Cause: SearchServiceException.
Try again later or contact your Administrator for assistance.

12.0 to 12.1.01.001

External Lookup

10484

Title: Client Exception error can occur with external lookup fields when more than one page of results are returned.

A Client Exception error as seen below may occur when performing a lookup of data from an external database and more than one (1) page of results are returned. The error is:
Client Exception
Unable to get property 'getCount' of undefined or null reference
http://FPservername/footprints/311services/default/
ext/ext-all.js?version=15.11 (line 18)

12.0 to 12.1.01.001

Fields/Schema

10130

Title: Line breaks removed in field of type Textarea upon printing ticket.

When text in a field of type Textarea is entered with multiple lines, and the ticket/record is saved, and the ticket is then printed, the multiple lines of text in the field are printed as one line.

12.0 to 12.1.00.006

10452

Title: Checkbox values not set when creating/updating ticket via email.

When attempting to set the value for a checkbox field by specifying one of the following lines in the body of an email message, the value is not set as expected when the ticket is created or updated:
Checkbox=True
Checkbox=False
Checkbox=Yes
Checkbox=No

12.0 to 12.1.01.001

10609

Title: Date time field value cannot be changed to one other than times available in dropdown list.

When attempting to set the time portion of a date-time value (i.e. such as "15:13", upon selecting another tab or field of the ticket page, the time portion value may change to one of the time increments of 5 minutes which are available in the field.

12.0 to 12.1.01.001

10642

Title: Label of dependent field which has journaling enabled appears although parent choice not selected.

The label of a field (without the actual field) which has journaling enabled in its field properties, unexpectedly appears on the ticket page if it is the dependent field in a dependency configuration although the choice in the parent field has not been selected.

12.0 to 12.1.01.001

8821

Title: Default choice of Single Select field is not deleted properly.

When the default choice of a Single Select field is deleted, after publishing the container and creating a new ticket, the Default choice continues to appear, and if the ticket is saved, an error as seen below occurs:
Error
The value [DefaultChoice] is not allowed for field [FieldName].

This problem is known to occur when the Default Choice is deleted from the Control properties of a Form in the container.

12.0 to 12.1.01

File Attachments

10439

Title: "Message: Illegal character" error occurs when adding file attachment with bracket characters in filename.

When attempting to add an attachment with a filename that contains left or right bracket characters (i.e. "[" or "]"), the following error occurs upon selecting "upload":

Message: Illegal character in path at index 39:
item/attachment/21576/
CustomCertificate[Copy].pdf?NhOqW76yCpGBhNgiBL
Td72jD0avaJgh9xt1xE8LfpnzZ9iAZAmbDNMjY0YWI48J6

Exception Type: java.net.URISyntaxException
Error Code: 003
Facility: Business.ContainerAttachment
Build Number: 14
Serial Number: FPnnnnnn
Locale: en_US
Log entry identifier: 62540663-7576-4b4e-9241-133a41884d20
Hash Code: 677276451

Stack Trace:

* Stack Trace Summary:
- com.numarasoftware.footprints.application.web.
WebApplicationException :
URI syntax exception. [Business.ContainerAttachment.003]
- com.numarasoftware.footprints.business.container.attachment.
ContainerAttachmentServiceException : URI syntax exception.
[Business.ContainerAttachment.003]
- java.net.URISyntaxException : Illegal character in path at index 39:
item/attachment/21576/CustomCertificate[Copy].pdf?
NhOqW76yCpGBhNgiBLTd72
jD0avaJgh9xt1xE8LfpnzZ9iAZAmbDNMjY0YWI48J6

12.0 to 12.1.01.001

Global Issues / Links

10694

Title: "Access Denied" errors occur when customers subscribe to Global Issues.

When a customer attempts to subscribe to a Global Issue, the following error occurs although the role of which they are a member has the appropriate permission to allow them to subscribe to Global Issues.
Error
Access Denied

An image of the error:

12.0 to 12.1.01.001

Issue Creation

9655

Title: Required Rich Text field is not highlighted and marked as Required.

When a field of type Rich Text is Required and placed on a form, when creating an item record (such as a ticket), the field is not marked in red and highlighted as being Required as expected.
Additionally, the tab/section name where the field is placed on the form may also not be marked indicating a Required field exists in that tab/section. If an attempt is made to save the record without a value being provided for the field, a message appears indicating a required field has not been populated.

12.0 to 12.1.00.006

Issue Edit

10657

Title: Assignment field cannot be cleared when multiple assignment fields exist on form.

When multiple fields of type "Assignment" exist on a form, after editing a ticket and removing assignee(s) from one of the fields and saving the ticket, upon viewing the ticket, the assignee(s) were not properly removed.

12.0 to 12.1.01.001

Link Controls

10080

Title: Number and letters are displayed instead of the Work Schedule value on Link Control.

When a Work Schedule value is entered in a linked ticket using the Create Linked button, after saving the ticket, a string of erroneous numbers and letters are seen in the Work Schedule value of the Link Control.

12.0 to 12.1.00.006

9281

Title: Link Control size reverts to default after subsequent edit of form.

When the size of a Link Control is changed in the form's properties and the container published and a ticket page opened the resizing of the Link Control is reflected properly.
After subsequent edits to the form and republishing of the Container, the size of the previously modified Link Control reverts back to the default size.

12.0 to 12.1.01

Mobile

10432

Title: My Stuff list in Mobile shows “No records found” after selecting saved search that does not return records.

When a user accesses FootPrints using a Mobile device, after having run a saved search that does not return results, if the user then filters for "My Stuff", no records will be returned although there are associated records.

12.0 to 12.1.01.001

Reports - FP

10179

Title: Error occurs when auto-run report recipient is LDAP Address Book contact.

When the recipient of an Auto-Run report is a contact in an LDAP Address book, the following error occurs and is seen in the job status of the report:
com.numarasoftware.footprints.business.container.
dynamicitem.DynamicItemServiceException: Unexpected error.

12.0 to 12.1.01.001

9823

Title: Complete list of contacts not shown when configuring Auto-Run Report task.

When configuring a task for an Auto-Run Report at Administration | Task Scheduler, if more than approximately 500 contacts are in the Address Book, then it is not possible to select from the entire list in the Address Book Recipients field.
This problem has been duplicated with an LDAP/AD Address Book.

12.0 to 12.1.01.001

10730

Title: Global Search does not return tickets when searching for international characters.

When attempting to use the Global Search function to search for tickets that contain International characters, tickets containing those characters and meeting the criteria are not returned in the search results as expected.

12.0 to 12.1.01.001

Service Level Management

10691

Title: Target Date field is not populated when Work Target status is returning from onHold to Pending.

When the status of a ticket is changed so the Work Target status changes from one that is defined as not counting for time, to a status where it does count for time, the Target Date field is not populated with the new Target Date.

12.0 to 12.1.01.001

System Administration

10217

Title: Client Exception error occurs when using non-English language and enabling Email debugging.

If a System Administrator has Preferences set to use a non-English language, when accessing Administration | Email Settings | Incoming Email (system) and the Send to submitter and specified administrators option is enabled, along with Email Debugging, when attempting to save the page the following error may occur (seen when selecting the View Error Details link):

Message: Value not found in the allowed values list for this setting.

Exception Type: java.lang.IllegalArgumentException
Error Code: 999
Facility: webapp.FP
Build Number: 15
Serial Number: FPnnnnnn
Locale: en_US
Log entry identifier: 22d1f71b-2177-47b7-
9044-330aa843d772Hash Code: 1651690854

Stack Trace:

* Stack Trace Summary:
- java.lang.IllegalArgumentException :
Value not found in the allowed values list for this setting.

java.lang.IllegalArgumentException: Value not found in the allowed
values list for this setting.
at org.apache.commons.lang.Validate.isTrue(Validate.java:136)
at com.numarasoftware.footprints.core.systemconfiguration.
ConfigurableEntity.getValue(ConfigurableEntity.java:693)

12.0 to 12.1.00.006

10203

Title: Installation Metrics configuration is not being retained.

When an Administrator chooses I choose to opt out of this data collection process at Administration | Main | System Settings | Installation Metrics, and OK is pressed, upon accessing Installation Metrics again, the Allow Data Collection option still appears.

12.0 to 12.1.01.001

10450

Title: Not possible to test mail connection without saving/enabling notification configuration.

When configuring notifications at Administration | System Management | Email Settings | Notifications (System), it is not currently possible to test the connection without saving or enabling the configuration.

12.0 to 12.1.01.001

Teams

10092

Title: Agent assignment is not made as team member if previous assignment was as individual.

When an agent is selected for assignment to a ticket as a member of a team (i.e. in team.agent format), while the assignment appears to be correct after having selected the assignment before saving the ticket, once the ticket is saved, the agent is listed as an individual assignee (without the team).

This problem occurs when the previous edit of the ticket assigned the same agent as an individual assignee.

12.0 to 12.1.01

Telephony

10586

Title: Integrating with telephony solutions shows all contacts with external Address Book linking.

When FootPrints is integrated with a telephony solution, during the creation of a ticket, if an email address is specified to perform the linking, all contacts from the Address Book are returned, instead of only the contact having the specified Email Address.

Ths problem is only known to occur with an external Address Book, such as LDAP or Dynamic SQL Address Book.

12.1.00.006 to 12.1.01.001

Upgrade

10028

Title: Incorrect error message is seen when attempting to upgrade FootPrints system with mismatched application and database versions.

When attempting to upgrade a FootPrints 12.x install where the application is currently at one version, but the database is from another version of FootPrints (perhaps if the database had been backed up from a 12.1.00.003 install of FootPrints and restored to connect with a version 12.1.00.004 install), the following incorrect error is seen:

The latest version of Footprints is already installed.

12.0 to 12.1.01.001

User Management

10601

Title: Performance may be degraded when loading Users list.

When attempting to display the list of users at Administration | Users, an excessive amount of time (3-5 minutes) may be needed to load the list of Users.
This problem may occur with a small number of users (150 or less).
This problem is known to occur when FootPrints uses an MS SQL Server to store data, but it may also occur with a PostgreSQL database.

12.0 to 12.1.01.001

User Roles

9537

Title: Deleted workflow or prior name of workflow shown on roles page.

When a role is edited, Workflows that have been previously deleted is shown unexpectedly, and in addition, if a Workflow had been previously renamed, it may appear with the name it had prior to being renamed.

12.0 to 12.1

10089

Title: Ticket appears to be editable when in a Workflow state where role permissions prevent access.

When a ticket is in a State of a Workflow and a user's role permission for Access to that State is set to No, the ticket appears editable by the user.
However, when the user edits the ticket and the Save button is pressed, an Access Denied error occurs.

12.0 to 12.1.01

Web Services API

10479

Title: Web Services methods return Access Denied error for other than System Administrator account.

When Web Services are used for other than a System Administrator user, the following methods return "Access Denied" errors without returning expected results:

• runSearch
• getTicketDetails
• getItemDetails
• createTicket

12.0 to 12.1.01

10682

Title: Work Target "On Hold" and "Pending" state calculation is performed incorrectly.

When a Work Target is moved from an "On Hold" state to a different "On Hold" state (such as: "Pending"), calculation of the target date does not properly calculate the "On Hold" time.

12.0 to 12.1.01.001

10692

Title: A Work Target appears as Breached when status of ticket is changed from one that does not count for time to one that does.

When a ticket is changed from a status of one that does not count for time, to one that counts for time, a Work Target appears as Breached.

12.0 to 12.1.01.001

Address Book

10561

LDAP Address book synchronized with multiple OUs does not show contacts from all OUs.

Address Book

9066

Limit of 1000 specific items shown in Grid.

Authentication

10784

Pasting content from FootPrints to Office 2010 may cause logout when Web Server authentication is used.

Auto Assignment

9603

The "Change assignment of Ticket" action is not performed when customer role has Assignee field permissions on View.

Autorun Reports

10169

"Read timed out" error occurs when attempting to Schedule Auto-Run report.

Business Rules

9226

In run time when a read only field is updated by an On screen Rule the default value of field is always displayed.

10358

Impact Number of 1 displayed when time based rule ran against multiple records.

10749

Email notification not sent to team through business rule using On Create criteria.

10764

Check box criteria in Business rules are not respected in Work Targets.

10799

On Enter workflow rule isn't performing all actions.

10838

Unable to send notifications from Business rules when Assignees are configured as recipient.

Calendar

10446

Recurring appointments created between 8 PM and 11PM for "Weekly" recurrence are created with wrong values.

10447

Recurring appointments created between 8 PM and 11 PM for "Monthly" recurrence are created with wrong values.

10656

Calendar Appointment Notifications display HTML code inappropriately.

Console Widgets

8801

"The feed provider URL may be invalid..." error occurs if RSS feed cannot be loaded due to proxy restrictions.

9595

Unable to re-order widgets when scrollbar appears.

9743

Charts displaying incorrect values in Console Widget until refresh.

10448

Unexpected Error is shown when the AB console is customized and the user tries to view an external contact.

Container Administration

9538

Unable to change "Auto Start Value" for Incident Number field.

9905

"Unexpected error" when attempting to delete a container and a user import task uses that container.

10297

Error may occur when attempting to delete workspace.

10644

No validation exists to indicate that the choices are the same for Single-Select / Multi-Select fields that are configured as linked fields.

Database

Footprints 12 inaccessible when a SQL DB cluster fails over.

Data Export

9669

Cross-container relationships are not imported or exported correctly.

Data Import

10014

Import Tickets causes "Unexpected error" when the mapping with the source field has more than 255 chars.

10190

Import Task Scheduler Error Messages are not meaningful.

10679

CI import duplicates records if the value in the Unique Field contains special characters.

10713

SQL Exception occurs while using Import Relationships, when mapping fields are empty.

10796

Imports with linking contacts is not linking anything when the lookup is contained in the PK of the contact.

10851

Message about records already exists when importing users when the userid has trailing and leading spaces.

Dependencies

10523

Child field of dependency is not visible on form if parent field is not editable by user.

Dynamic Links

10658

Dynamic Links appear to loop or make duplicate entries in Linked tickets.

Email

10006

Email Rejection messages may not be informative enough to determine actual problem.

Email

10272

Ticket number in rejection notification message is incorrect.

Email

10553

Ticket not created through email if the Address Book contains more than one contact with the same Email Address as the Sender.

Email

10760

Email Notification Rule allows to save invalid configuration where no emails are selected for notification.

External lookup

10009

Automatically triggered SQL lookup doesn't populate field with customer role.

Homepage

9383

Limit of 1000 specific items shown in Grid.

Link Controls

9578

Linked field values not populated in new ticket created by Business Rule Create and Link action.

10398

No "Continue without Saving" prompt provided when closing tab of Master ticket after attempting to create new link.

10453

Unable to configure link control for non-default language if form was previously configured for that language.

10454

Non Latin characters are incorrectly displayed in the link controls that contain external contacts.

10721

Renamed built-in Address Book fields still displayed under 'Common Fields' with original name in Workspace 'Ticket/Contact' Link Control.

10823

"Link To" fails to return results when using a linked field to filter the results that is in a Dependency.

10828

"Link To" action in link control does not find matching results if the Linked item's field value is the word "Other".

Migration

10643

Subtasks with "Inactive" statuses becomes empty after migration.

Password Reset

10250

Password Reset does not traverse the Directory Tree.

Password Reset

10340

Re-registering a user for AD Password Reset does not update changes to Distinguished Name or Display Name.

Performance

10311

Extended time needed to open an incident.

Portals

10571

Tabs duplicated in Portals when Custom language is used.

10715

Reporting

9666

UTC/GMT time used for Updated On field on reports and tickets.

Reporting

9910

Categories form Category Tree shows the id number instead of Name in Service Analytics reports.

Reporting

10456

Error occurs when attempting to export a report using IE 9, 10, 11, and the OS language = Spanish Latin America.

Search

9925

Charts in custom console/portal tied to Criteria for @Me variable aren't properly displaying each user's results.

Search

10816

Search does not return tickets with journaled field values that contain International characters.

10852

No ability to search for International or accented characters using search bar.

Service Analytics

9887

Service Analytics display incorrect date format in chart section.

Service Analytics

9921

Some common fields missing from Available Fields list in cross item reports.

Service Analytics

10382

Refresh button in Service Analytics does not display new data.

Service Analytics

10455

Unable to create a 'Cross Item' report adding fields related with External Address Book container.

Service Catalog

10762

Error when trying to save Category Tree after moving and deleting items.

Service Level Targets

10129

Customers are allowed to delete State values for Work Level Targets.

Service Level Targets

10457

Some Field Values of run-time Service Level Target displayed in Link controls are not localized.

System Administration

10563

After upgrade to 12.1.01, log viewer no longer displays data in Timestamp column.

Ticket Creation

10372

Description time stamp updated on tickets created manually via copy/move.

Ticket Creation

10461

Performance issues occur when creating tickets, if BCM is unavailable.

10836

Unable to create new ticket using Quick Ticket Template after upgrading to 12.1.01.001.

Ticket Edit

10709

Error occurs when attempting to open tickets after Assignment field is deleted.

User Permissions

10770

No information shown when Subscribe to Global Items permission option is expanded.

10832

Inconsistent field visibility for Hidden fields based on user role permissions.

Web Related

9174

Click Jacking vulnerabilities detected.

Web Related

9796

Selecting Hyperlink in Notification email loads blank page when Chrome is the default browser.

Web Services

10562

Business Rule Validation Error occurs when Web Services API edits ticket to have Business Rule set Hidden or Read Only field.

Work Targets

9549

Work Targets created when unpopulated fields of ticket are used in Service Level Target.

10419

Work Target links can only be opened once.

10421

Hidden fields visible in Work Targets.

10584

"Access Denied" error may occur when changing status in workflow.