Known and Corrected issues in version 12.1.07

If the import data source contained a large number of records, the CI import task takes a long time to complete.

Workaround: Divide the records of data source into smaller groups to perform the CI import task.

DRZNZ-2579

When using FootPrints version 12.1.07.001, if the basic authentication for Microsoft Exchange Web Services is not enabled and you try to configure the FootPrints Sync settings, the following error message is displayed:
Could not connect to the server. Verify connection settings and that there is network access to the server.

If you configure two External Data Source lookups and the first lookup populates the field value used for the second lookup, the second lookup is not automatically trigger if the When a dependent lookup field is populated as a result of this lookup option is enabled in the first lookup.

If you create a filter by using dependent fields as one of the criteria on multiple items of a workspace, the filter is applied only on the first item instead of all specified items.

If you run the FootPrints 12 Migration Advisor on FootPrints version 11 with Windows Authentication enabled, the migration fails and the advisory report shows the following message:

Windows Authentication has been discontinued in FootPrints 12. You will need to configure your authentication using LDAP.

In a CMDB container, if you try to search for devices that contain a hyphen (-) in their name, the following error message is displayed:

The Search value is constructed incorrectly or uses disallowed symbols.

If you create an appointment for an incident, the Invitees list displays the name of the user that created the appointment only instead of the selected assignees.

Users with customer role could see the Copy from: Knowledge Base link option in the Description field of a ticket.

When you performed a search using a specific user’s name, no results were returned under the following conditions:

• If the Advanced Search is configured with the Created By and/or Updated By field
• If the user’s name contained a comma (,)

If you had setup a recurring import from LDAP with the Update existing Users option selected, although the role of an already imported user was changed, the assigned user’s role reverted to the role that was assigned after the user was imported.

Application General

DRZNZ-2484

Item Builder

DRZNZ-2360

After you assign shared fields to a workspace item, sometimes, the fields are not displayed in the Assigned Items column.

2017-10-30

Import

DRZNZ-2407

If a record in the import data is mapped to a custom, required field that is blank, although the import task is completed successfully, there is no value in the required fields and no error message is displayed.

Workaround: You must add the data to the required fields after the import task is complete or update the source file.

Business Rules

DRZNZ-2408

If you create a business rule with the Change field visibility action for the Description field, while creating a ticket, although the Description field is hidden, the name of the field and the link to the knowledge base are still visible.

Workaround: Use field dependency to hide the Description field.

Application General

DRZNZ-2417

After you upgrade to FootPrints version 12.1.07, the height of the Description field is reduced and less amount of data is displayed.

If the CC field in an incoming email message  contains more than 255 characters, the ticket is not created and a data truncation error message is sent to the FootPrints application.

Workaround:

1. Create a new CC field.
2. Create a new business rule to copy the data from the old CC field to the new CC field.

If you close the Calendar console, a blank space is displayed in place of other consoles and between the tabs.

Workarounds:

• Refresh the browser window.
• Switch to another portal and back again.

If the anonymous access is enabled for a portal, the value set for the User Session timeout field is not respected. 

On the Grid view, you cannot scroll to the top of the page from the bottom of the page under the following conditions:

• If you use FootPrints on a Google Chrome browser
• You group the records by a column

If a ticket is in a workflow state in which the user does not have permission to edit the ticket, the edit options are still available. This issue occurs if the workflow state permissions are changed in the current user session.

If the value of the Created On or Updated On date is higher than 12, when you view the ticket, the dates are not displayed in the European date format.

Workaround: Set the date format as American or ISO to display the dates correctly.

Workaround: Go to the Failover Cluster Manager and move the instance back to the primary server node.

Field Dependencies

DRZNZ-2097

Application General

DRZNZ-2110

Application General

DRZNZ-2118

User Management

DRZNZ-2002

When editing a user role of a container, although you used the Continue without saving option, the changes that you made to the user role are still saved.

If you try to attach a file without an extension to an email message or from the FootPrints application, the following error message is displayed: Could not complete current transaction. Cause: Uploaded file has blank extension.

If you configure a Multi-Line Text Box by using the {Create New Field} option, although you select the Field Type as Textarea, the Field Type changes to Simple Text instead.

Workaround: When creating a new field on the form, add a Textarea type field.

When cloning the Incoming Email (System) mailbox configurations, the default protocol is selected as IMAP protocol instead of the option selected when configuring the original mailbox.

Workaround: Clone the settings and manually select the correct protocol.

If you have configured multiple field dependencies, when you select a choice from a Single Select field, you can select a value in the dependent field only after a delay of 3-4 seconds.

If you configure an On Screen business rule with the Change Assignment of workspace action to assign the record to the supervisors, the action is not completed.

Workaround: Create an After Save business rule that assigns the record to the supervisors.

When configuring a date criteria for an After Save business rule, if select Condition as Range and the Value as a dotted line separator (----), an error message is displayed and the browser session crashes.

Workaround: Restart the browser and do not select the separator again.

Even if the browser window is maximized, to view the graphs on the Manage License page, you need to use the horizontal and vertical scroll bars.

If an After Save rule is configured with a Time-based trigger, the Create New Record action is not completed.

If the parent field is added but a journaling-enabled dependent field is not added to the Agent Mobile form, when you try to create a new ticket from the FootPrints mobile application, the mobile application stops responding.

Workaround: Ensure that you also add the dependent field to the Agent Mobile form.

For a field that is a part of field dependency, all choices are displayed to the user, instead of the choices that are allowed by the workflow.

A workspace item is not editable under the following conditions:

• A user role does not have the permission to edit a workspace item when the item is in an approval state.
• The item is linked to an active workflow that requires an approval state.
• A user approves the item.

Workaround: Refresh the browser.

If the username of your FootPrints account contains a special character, such as hyphen or a dash, when you try to connect to the FootPrints API by using the SOAPUI, an error message is displayed.

Workaround: Do not use special characters in a username.

If you use the custom sort on a Single Select field that is a part of a field dependency, the choices for the dependent fields are not sorted correctly.

When you try to edit a link to an external data source, you cannot select a source field from the Map item fields to external source fields table.

Workaround: When you edit the link, click Connect and then select the same table again.

If you try to move or copy a ticket that is assigned to a team, the following error message is displayed:
Access denied.

You cannot close the Phone Home tab in the Troubleshooting section because the option (X) to close the tab is not visible.

Workaround: Close or reopen the browser.

If you configure a business rule using a Time-based trigger with the Daily, Weekly, or Monthly frequency, the At Hour field uses the UTC time instead of the application server's local time, causing the rule to trigger at an incorrect time.

Time-Based business rules do not trigger at the scheduled time.
For example, if a rule is set to run every 20 hours, it actually runs only on the 20th hour of the day, or if a rule is set to run every 14 days, it runs only on the 14th and 28th days of the month, and so on.

Workaround: Use numbers to specify a value for day, week, or month to schedule rules.

Email
Notification

Email
Notification

If you enable the Screen all email for Out of Office filters option in the Incoming Email (System) tab, and use the word undeliverable in the email subject, the email notifications are sent repeatedly because the messages might go in a loop. 

Workaround: If no general notifications rules are configured on the Notifications (System) tab, enable the No Send filter for the mail system address that sends the undelivered email messages.

If you configure an On Screen business rule with the Change assignment of Ticket action, the Assign Option set to Reassign to selected users after unassigning all existing users, and Remove Assignees is equal to True criteria, when the criteria is met, the rule is triggered, but the assignees are not removed from the tickets.

Workaround: Create a team and assign tickets to that team instead of removing all assignees.

A linked record is not saved and an error message that the time tracking is required is displayed under the following conditions:

• The record is linked to an incident for which time tracking is required.
• You do not track the time for the linked record.

Also, when you add the time tracking to the linked record, you still cannot save the record.

Workaround: To link the record, after you add the time tracking, click Link To and then click Save.

Field Dependency Configuration is not valid for field [fieldName] in item [ticketName].

Workaround: 

1. Edit the field dependencies for the parent field.
2. In the Parent Field section, select the choice that has a dependency to the child field.
   This action refreshes the available choices in the Child Field section and saves the updated dependency.

If the From email address of an incoming email message does not contain the @ character, when you try to view the email message, the following error message is displayed:

BMC Client Management

When you configure a two-way integration for BMC Client Management (BCM), if the User Name field value contains a special character, the connection verification fails and an error message is displayed.

When requesting a service, if the Ticket form contains a field dependency and you switch to another tab, the field dependency does not work and an error message is displayed.