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Issues tables

The following issues pertain to this release of the FootPrints product.

Corrected issues

View the issues in the following table by the default sort order, Corrected in, which shows the corrected issues first.

The release number represents the product update (year Release releaseNumber) in which the issue is fixed.

Known (open) issues

An issue with no release number listed remains open.

You can also filter and sort issues according to affected releases (release in which the issue exists), component, or defect ID.

 

Related topics

Release-notes

Troubleshooting

Component

Description

Corrected in

Affected releases

Defect ID

Incoming EmailSymptom: Attachments fail to associate with tickets when emails are received through the configured EWS protocol.
The following error message is displayed:
WARN|2025-03-17 10:32:00.393|CET|ProdFootprint02|EmailIncomingProcessorJob-instance1_Worker-5|WARN|*.business.emailrequest.JavaMailAttachmentHelper.getEwsAttachments()|||Non-ASCII file name detected: {} [charactersØiinthename.pdf, ]|
WARN|2025-03-17 10:32:00.457|CET|SERVER|EmailIncomingProcessorJob-instance1_Worker-5|WARN|*.core.filestorage.FileStorageUtils.verifyAttachmentFileNameAndExtension()|||The ticket will be created without an attachment because the file name: =utf-8_B_U2Nhbl_DmGl2aW5kIFN0ZW5zcnVkXzIwMjUwMzE3MTAyNC5wZGY== has a blank extension.|		20.24.01.0022024 Release 01DRZNZ-19679
Upgrade

The Linked Data Source section does not display Real Number fields in the "Map item fields to external source fields" area, preventing proper field mapping for numeric data.

20.24.01.00220.24.01DRZNZ-19675
Reporting and AnalyticsThe following error occurs after clicking the Crosstab button in a report and changing any field in the drop-down:
Service Analytics internal error occurred.
Additionally, the Aggregate Function drop-down is empty, showing no selectable options.		20.24.01.00220.24.01DRZNZ-19635
LicensesThe concurrent license isn't released when users close the browser after logging in.20.24.01.00220.24.01DRZNZ-19634
EmailThe HTML content, specifically images in the description field, does not render correctly in FootPrints notifications.20.24.01.00220.24.01DRZNZ-19611
Business rulesThe following error occurs when creating or updating criteria in a business rule that includes a generic link:
Cannot read property 'dirty' of NULL.		20.24.01.00220.20.02DRZNZ-16512
Application GeneralMaximizing and then minimizing the description field in the FootPrints portal can sometimes cause the portal icons to become scrambled or disappear.20.24.01.00220.20.02DRZNZ-15901
MigrationThe Assignee field values are not retained in any of the tickets and appears blank when migrating from FootPrints version 11.x.x to 20.20.01.20.24.01.00220.20.01DRZNZ-15249

Tickets

 

Symptom: The following error occurs while trying to print older tickets:

ERROR|2024-07-01 14:13:26.292|CDT|12fp01|https-jsse-nio-443-exec-2|ERROR|*.application.web.spring.ExtExceptionResolver.resolveException()|||An error occurred while processing web request [Log Entry ID: 78f30c33-38d1-4d30-87f5-2ceb0d449734]|

Scope: The null check for the field.value of the Simple Text field type was not implemented in the print-preview template.

20.24.01.001

2024 Release 01
2023 Release 01: Patch 2

DRZNZ-19530

Incoming Email

Symptom: Unable to connect to the mail server using the OAuth protocol post Footprints migration.

20.24.01.001

2024 Release 01

DRZNZ-19514

Reporting and Analytics

Symptom: The pie and bar charts are missing while exporting or printing from Service Analytics.

20.24.01.001

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01

DRZNZ-13876

Business Rules

Symptom: The business rule fails to set the journalized field value when it is null.

Scope: The field value for Status History in the business rule, with the variable status_history, was set to null.

Workaround: Replace older jar files with the updated one.

20.24.01.001

2024 Release 01

DRZNZ-19495

Incoming Email

Symptom: The tickets are not being generated with attachments and displays the following error:

"ArrayIndexOutOfBoundsException"

20.24.01.001

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-19467

Forms and Fields

Symptom: The following exception occurs:

Cannot read property 'externalMappingDefinition' of undefined" in the external lookup field.

20.24.01.001

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4985

Importing

Symptom: When you create a CMDB item with an accented character and import the CI, the accented character is converted into HTML tags.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02

DRZNZ-19391

Email Notifications

Symptom: When you configure OAuth for email, you are unable to send or receive emails and the following errors might be generated:

  • Errors on Test Connection when you configure Incoming Email settings:
    • "Cannot connect to the email server using account xxx. Check the parameters and try again."
    • TypeError: (c.errorInfo ---- c.message ---- "").replace is not a function
    • Cannot invoke "com.numarasoftware.footprints.core.domain.EmailIncomingServer.getEmailAccountPassword()" because "emailIncomingServerDefinitionVersion" is null
  • Error displayed in the FootPrints log file:

java.lang.ClassCastException : class java.io.BufferedInputStream cannot be cast to class com.microsoft.graph.requests.extensions.MessageCollectionResponse (java.io.BufferedInputStream is in module java.base of loader 'bootstrap'; com.microsoft.graph.requests.extensions.MessageCollectionResponse is in unnamed module of loader org.apache.catalina.loader.ParallelWebappClassLoader @3aee3976)
at com.numarasoftware.footprints.business.emailrequest.IncomingEmailExecutionManager.processOAuthEmails(IncomingEmailExecutionManager.java:223)

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01

DRZNZ-19152

Importing, Journaling

Symptom: When you edit a record after CI import, the data in the rich text field that has Journaling enabled is removed. 

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03

DRZNZ-14344

Importing

Symptom: When you delete the default value Medium from the Criticality field, CI import fails in the CMDB.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-19295

Incoming Email

Symptom: When you add multiple spaces after the status name, the ticket status is not updated with the correct value. 

Scope: Occurs when you update the status by using email.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-19153

Incoming Email

Symptom: When you update a ticket by using email and the email has HTML tags surrounding real number fields, the email is not processed and an error is generated.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-19039

Application General

Symptom: When you edit a role for a particular container, the Role form is populated with the items from a different container and you cannot save it.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-19011

Application General

Symptom: After upgrading to the latest version, font sizes are reduced on the workspace grid and cannot be increased even at 100% zoom. 

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-18984

Migration

Symptom: When you run the Migration Import Tool, the ticket description data is not migrated if the ticket user is deleted.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-18959

System Administration

Symptom: When you set the minimum password length as a double-digit number, only one digit is displayed.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-18888

Incoming Email

Symptom: When a ticket is created or updated by using email, the ticket description field on the workspace grid is blank.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01

DRZNZ-18843

Application General

Symptom: When you enter a 17-digit number (that also has a decimal point), the Real number field does not accept it.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-18658

Application General

Symptom: When you create a ticket by using FootPrints web, you can assign it to a team that has Round Robin enabled, even if the  Allow Team Assignment check box is not selected on the assignment form.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03

DRZNZ-16271

Reporting and Analytics

Symptom: When you export a report to Excel with Description in the Calculated field, an internal error is generated.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03

DRZNZ-16266

Application General

Symptom: When you refresh the browser, the screen remains stuck at Loading.

Scope: Occurs when the first tab is a saved search.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01

DRZNZ-14701

Reporting and Analytics

Symptom: When you configure the SQL connection on any nondefault port, a Service Analytics internal error is generated. 

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02

DRZNZ-13897

Reporting and Analytics

Symptom: When you export a report created in the Ticket Management or Ticket Activity section, a Service Analytics internal error is generated.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03

DRZNZ-13699

Ticket Runtime

Symptom: When you delete an attachment from a ticket before saving it, a client exception is generated.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03

DRZNZ-13572

Field Dependencies

Symptom: The special characters & and ‘ are not displayed correctly in the field dependency section.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5198

Quick Templates

Symptom: When you update the assignee from Team to Team.User in Quick Template, the change is saved but not displayed.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5191

BMC Integration

Symptom: BMC Client Management Advanced Actions are executed twice.

Scope: Occurs when you update a ticket by using Business Rules and apply Advanced Actions by using Quick Templates.

 

2024 Release 01
2023 Release 01: Patch 2

DRZNZ-18890

Application General

Symptom: The Paste from Word option in a rich text field does not retain formatting. If used multiple times, it throws a client-side exception.

Scope: Occurs when you use the Google Chrome browser to update the ticket description or enter text in any rich text field.

Workaround: Use Microsoft Edge or Firefox browsers to update the ticket.

 

2024 Release 01
2023 Release 01: Patch 2

DRZNZ-18860

Service Analytics

Symptom: When you create a report, the Replace function under the Aggregate tab in Service Analytics is not working.

Workaround: Perform the following steps:

  • Add the Aggregate function for the required column.
  • Delete the previous function which is not needed.

 

2024 Release 01
2023 Release 01: Patch 2

DRZNZ-18826

BCM Integration

Symptom: When you save a ticket that links a contact with invalid asset information with BCM 22.4.1, an error is generated.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01

DRZNZ-18397

Application General

Symptom: When you create a quick template or a Business Rule for an unpublished workspace, the list of assignees is not populated in the Assignee field.

Workaround: You must publish the workspace and then create a quick template or a Business Rule.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01

DRZNZ-17778

Email Notifications

Symptom: In incoming notifications, inline images are added as email attachments.

Workaround: Perform the steps detailed in Knowledge Article number 000384132.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01

DRZNZ-15883

Importing

Symptom: When you import a CI in CSV format for a journalized field, the journalized entry is not created.

2024 Release 01

2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5390

Application General

Symptom: When you create a system role, if you switch between Agent and Customer roles, a client exception error might occur.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5178

Service Management

Symptom: When you add a child category to a category tree, an error message Expected definition is generated and the child category is not added.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5177

Business Rules

Symptom: When you create a ticket using an After Save business rule with a time-based trigger and a Set color of ticket action, the rule is triggered, but the color of the ticket does not change.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-5170

Search

Symptom: When you create an advanced search, the FootPrints application stops responding if the following conditions exist:

  • In the Search In pane, you add more than twenty containers.
  • In the Search For pane, you click Add new Condition and try to select the Field dropdown.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-5163

Application General

Symptom: When you access FootPrints on Microsoft Internet Explorer and you select Link to to link a Configuration Item (CI) to a ticket, the result in the search lookup window takes a long time to load.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-5162

Authentication

Symptom: When you log in to FootPrints by using web server authentication and copy and paste content from FootPrints to Microsoft Word, you are logged out of FootPrints.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5151

Application General

Symptom: During installation, if you copy the FootPrints URL displayed on the last installation window and paste it into the Microsoft IE address bar, a 404 error is generated.

Workaround: You must copy and paste the URL into the Google Chrome address bar.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5150

Incoming Email

Symptom: When a user creates a ticket linked to their contact record by using email, it is not displayed. 

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5137

Reporting and Analytics

Symptom: When you create a custom report and select the First and Last Description option from the Description to Include list, the generated report displays only the last description.

Workaround: Instead of selecting the First and Last Description option, go to the Available Fields list > Calculated Fields > select the Description field.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5115

Reporting and Analytics

Symptom: When you export a custom report containing double-byte characters to a PDF file, the PDF file displays incorrect report values.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5107

Reporting and Analytics

Symptom: When an Administrator creates a report in the Chart format and adds the Chart widget to the console, Agents cannot view the chart widget data.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5105

Service Catalog, Ticket Runtime

Symptom: A new ticket is created but the field data from the service request is not inherited.

Scope: Occurs when you create a new Service Request in a service portfolio and perform the following actions:

  • You create a quick template in the workspace container and add a Single Select field with the Inherit option selected.
  • You create a new service and add a Single Select field to the service.
  • You create a Ticket or Service relationship and publish the workspace.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5104

System Administration, User Management

Symptom: When you sort users, the following error message is generated:

SQL Exception when executing database statement: Criteria Query

Scope: Occurs when you navigate to Administrator > User Management > Users and sort the data in the Logged in column.

Warning

Important

The SQL Exception occurs only when you have a large number of users in the database, and you have deleted many users over time.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5100

Configuration Management

Symptom: The List and the Visualization views are incorrectly displayed for a CMDB Configuration Item (CI)

Scope: Occurs when you perform the following actions:

  • You upgrade to FootPrints 2018 Release 02.
  • You navigate to CMDB CI > Edit >Actions > Show Impact Analysis >Visualization.
  • You move the Depth slider to the right to increase the depth value to 4.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5072

Importing, Roles and Permissions

Symptom: Agent import fails and a client exception error message is generated.

Scope: When you update an Agent role to a Customer role and the agent has tickets already assigned to their role.

 

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2020 Release 03: Patch 1
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2019 Release 03
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2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5071

BMC Client Management Integration

Symptom: When you display the complete list of operational rules in an Advanced Actions list, a timeout error is generated.

Workaround: You must change the BCM user’s security profile settings to limit the number of available rules.

 

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2023 Release 01: Patch 2
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2020 Release 03: Patch 1
2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-5055

Reporting and Analytics

Symptom: When you run an activity report for a ticket, it displays the same lifecycle state values for Resolved (Cumulative)/Closed (Cumulative) metrics and for Responded/Activated fields.

 

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2023 Release 01: Patch 2
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5054

Incoming Email

Symptom: When you update a ticket by using email, the ticket assignees are not updated.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5042

Knowledge Base

Symptom: When you add an open ticket to a Knowledge Base (KB), the following warning message is displayed:

A Record was modified

Workaround: You must save the ticket and then add it to the KB.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 02: Patch 1
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2020 Release 03: Patch 2
2020 Release 03: Patch 1
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2020 Release 02
2020 Release 01
2019 Release 03
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2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5039

Address Book

Symptom: When a contact is linked to many tickets, it takes a long time to assign the contact.

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2023 Release 01
2022 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5038

Service Catalog

Symptom: When a customer creates a ticket by using the Service Catalog, the ticket is automatically assigned to the same customer.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2021 Release 02: Patch 2
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5036

Importing

Symptom: When you run a scheduled import task to import contacts through a CSV file, the Assignee field values are cleared from the contacts.

 

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2023 Release 01: Patch 2
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2021 Release 02: Patch 1
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5035

Reporting and Analytics

Symptom: When you select the agents in the Time Tracked for Agent section of a report, the Time Tracking report displays all the workspace data.

Workaround: You must export the data to a CSV file and apply the required filter.

 

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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-5032

Application General

Symptom: When you check the assignee availability for a ticket, the Please Wait circular progress bar remains on the screen for a long time.

 

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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5026

User Import

Symptom: When you import users from LDAP by using the Task Scheduler, the scheduler runs but the users are not updated. 

Workaround: You must manually run the task.

 

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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-5020

Search

Symptom: When the value in a Single Select type field contains a comma (,), then the ticket containing that field is not displayed in an advanced search. 

 

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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4983

Report

Symptom: When you export a report to Excel, the Date-Time field shows "tt" instead of AM/PM.

 

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2020 Release 03: Patch 1
2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4981

Application General

Symptom: You are unable to rearrange or move saved searches under the Widget section on a console.

 

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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4976

Application General

Symptom: When you search for tickets starting with 191* by using both advanced search and the built-in console search, no results are displayed.

 

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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4975

Application General

Symptom: The system administrator is unable to log in to FootPrints.

Workaround: The system administrator must log in by using a local host 8080 link.

 

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2020 Release 03
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2020 Release 01
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2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4973

Business Rules

Symptom: When you configure an On Enter business rule for a workflow to create a subtask by using a quick template, the subtask is not created.

Workaround: You must manually change the state of the master task.

 

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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4970

Item Runtime

Symptom: When you click Next and proceed to a new page, the record pages in the SQL field mapper are incorrectly displayed.

 

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2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4963

Reporting and Analytics

Symptom: Unable to add the Assignees column to a Watch list report.

 

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2023 Release 01: Patch 2
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2020 Release 03: Patch 1
2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4962

Service Level Management

Symptom: When you update a ticket by using email, the Work Target status does not change.

 

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2020 Release 03
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2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-4961

Service Management

Symptom: When you open a ticket by using an email link, the Service Catalog tab is duplicated.

 

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2019 Release 03
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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4958

Email Notification

Symptom: When you click the voting link in an email notification, the new email message body is empty.

Scope: Occurs when you send an email notification and the email template contains the Short Description variable in the subject line with double quotes (“ “)

Workaround: Do not use the Short Description field with double quotes in the subject line for an email template. 

 

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2020 Release 01
2019 Release 03
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2018 Release 03
2018 Release 02

DRZNZ-4947

Roles and Permissions

Symptom: When you set Item Permissions as Yes to view all items, shared views take a long time to load.

 

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2020 Release 03: Patch 1
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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4946

Automated Workflow

Symptom: When the approval state of a workflow does not advance automatically to the closed state after voting, the Transaction rolled back error is generated.

Workaround: You must recreate all workflows.

 

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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4940

Saved Search

Symptom: When you remove a column in a saved search and apply a filter to any one of the remaining columns, the removed column reappears on the agent console.

 

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2020 Release 03: Patch 1
2020 Release 03
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2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4934

Import

Symptom: When you import a ticket, any new field is not visible in the Map Fields section.

Workaround: Log out of FootPrints and log in again. 

 

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2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02

DRZNZ-4930

Workflow Rules

Symptom: An After Save workflow rule with the On-Enter trigger to notify a contact does not work.

Scope: Occurs when you create a ticket by using a quick template whose Status field is set to Closed.

 

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2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4924

Link Controls

Symptom: When you change a form's Link Control grid and create a ticket, the changes are not reflected on the ticket form.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2021 Release 02: Patch 1
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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
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2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4885

Importing

Symptom: When you import a CI from a CSV file, if there is a Textarea field on the CI item, and if the CSV file contains accented characters, the imported data displays erroneous characters in the Textarea field.

 

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2019 Release 03
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2018 Release 03
2018 Release 02

DRZNZ-4884

Importing

Symptom: When an Organizational Units (OUs) name starts with a special character, you cannot import users from the LDAP filter definition.

Workaround: To import users inside the OUs, do not create OUs that start with a special character.

 

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2020 Release 03: Patch 1
2020 Release 03
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2019 Release 03
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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04
12.1.03.002
12.1.03.001
12.1.03
12.1.02.003
12.1.02.002
12.1.02.001
12.1.02

DRZNZ-4878

Knowledge Base

Symptom: Users with the Portal Guest role cannot define workflow permissions in the Knowledge Base workspace.

 

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2019 Release 03
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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4876

Forms and Fields

Symptom: When you edit the Single Select field and add choices but do not save the changes and log out of FootPrints, the changes choices are still added to the field.

 

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2019 Release 03
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2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4874

Incoming Email

Symptom: When you create a ticket by using email, you cannot update the Short Description field in the ticket.

 

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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4872

Importing

Symptom: When you import users by using a CSV file and the licenses are not available, the import task does not generate any error message.

 

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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4871

Search

Symptom: If you change the Multiple Selection Option list value to All or Any, the advanced search for the records assigned to your team displays the same result.

 

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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4862

Business Rules

Symptom: When you configure a time-based business rule for a workflow, an email notification is triggered even though the validation criteria are not met, and the following error message is generated in the FootPrints log file:

Could not process time-based rules for Ticket ID=102, Definition Version ID=37866. Changes to ticket were not committed. Continuing processing other records.
Business Rule validation error. Wrong field values: [status_1=Allowed states: [Completed, In Progress]. Current: Open].

 

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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-4820

Application General

Symptom: When you edit the Contact field, the field values might get deleted.

 

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2018 Release 03
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12.1.09.001
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12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-4815

Application General

Symptom: When you configure the SQL lookup field in the Contact section and publish the workspace, the search icon is still displayed on the global ticket.

 

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2018 Release 03
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DRZNZ-4814

Global Ticket

Symptom: When you try to unlink a global ticket from a normal ticket, the link is not removed. 

Workaround: Instead of updating the link control, you must edit the global ticket and unlink the record.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4811

Workflow

Symptom: When you navigate to the workspace container and click Item Permissions>Item>Edit Item>Workflow, existing workflow states that are not part of the selected workflow are still visible.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4741

Service Analytics

Symptom: When you export a custom report that contains multiple graphs and crosstabs to a PDF file, the graphs in the exported PDF file are cut in half.

 

2024 Release 01
2023 Release 01: Patch 2

2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4730

Service Analytics

Symptom: When you add a gauge graph to the custom report, the graph values overlap.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4729

Calendar

Symptom: Recurring appointments created for a linked record in the calendar work only for the initial few occurrences.

Workaround: You must restart the Tomcat service.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-4728

Service Analytics

Symptom: Agents who are not assignees and have View item permission only for selected incidents in the container can still view all the data in the custom report.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-4727

Application General

Symptom: When you log in to FootPrints on the Apple Safari browser in the Mac OS and move your mouse over the workspace grid, the following JavaScript exception error message is generated:

TypeError: undefined is not an object (evaluating 'm.hasListeners')

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4723

Service Analytics

 

Symptom: When you export an Auto-Run report for saved searches in Service Analytics as an email attachment, the Microsoft Excel report does not display the total ticket count.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4718

Address Book

Symptom: When you apply Microsoft Windows OS security patches, the LDAP server is unable to connect with the correct parameters, and the following error message is generated in the FootPrints log file:

Invalid connection parameters.

Workaround: You must roll back to the earlier working environment.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4712

Application General

 

Symptom: When you add a Textarea field in a form, and you set the field height to one row, the field height changes to two rows instead.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4682

Import

Symptom: When you import CI relationships from an SQL database, the Unchanged records in the Recent Runs table on the task scheduler page display negative values.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4521

Application General

Symptom: When you use the type-ahead functionality on the Assignee field, it empties the field if an agent’s name has trailing spaces.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4397

Email Incoming

Symptom: When you create or update a ticket by using email and you change an existing contact’s email address, duplicate entries of the contact records in the contact database table are created.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-4396

System Administration

Symptom: When the Display in "From" field value under the Email Settings > Notifications (Workspace) setting contains an invalid character, email notifications from FootPrints are not sent.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4384

Authentication

Symptom: When you log in by using web server authentication and all the concurrent licenses for web server authentication users are utilized, the error message maximum number of Concurrent Technicians is not generated.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4380

Calendar

Symptom: The Calendar console takes a long time to open.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-4339

Business Rules

Symptom: A business rule is still triggered even though all the required criteria are not met. 

Scope: Occurs when you create a linked ticket by using a quick template that has a generic linking business rule, and you edit the first linked record.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4297

Global Ticket

Symptom: When you subscribe to a global ticket and have the Customer role permissions for a container, an access denied error message is generated.

Workaround: You must contact an agent who has permission to the workspace to subscribe to the global ticket on your behalf.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4296

Global Ticket

Symptom: When you create a new link to a global ticket by using the Subscribe link, the value of the Global field is reset to No.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04
12.1.03.002
12.1.03.001
12.1.03
12.1.02.003
12.1.02.002
12.1.02.001
12.1.02

DRZNZ-4283

Application General

Symptom: When you retrieve an active user session in FootPrints by using an SQL query, the query fails to run and the following error message is stored in the FootPrints.log file:

subquery has returned more than 1 value.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4275

Service Analytics

Symptom: When a report contains more than 14 rows of data and you use the bar graph to display it, the data from the 15th row is clubbed together and displayed as Other instead of separate bars.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4269

Calendar

Symptom: When you create a calendar entry and save it, an error message is generated. 

Workaround: Ignore the error and continue to create the calendar entry.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-4268

Application General

Symptom: When you edit a field, if you close the edit option by using the item link multiple times, the following error message is generated:

Uncaught TypeError: Cannot read property 'on' of undefined

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-4249

Filter

Symptom: When you sort the data in Log Viewer, the sorting is applied only to the data on the current page instead of all pages.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4118

Publishing

Symptom: When you add or edit an email template in a workspace, the value of the Is Published field is not changed to No on the Grid view.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4100

Search

Symptom: When you rename fields multiple times, the data is not displayed correctly in the columns of an Advanced Search.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4062

System Administration

Symptom: When your user session times out or you refresh the browser and log in again, the tabs that were previously opened under the Administration tab are now open under the Home tab.
Workaround: You must close and reopen the tabs after logging in.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-4020

Knowledge Base

Symptom: When you create a new solution, the User Comments section in the Solution form is displayed before a solution is saved.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09

DRZNZ-3992

Reporting and Analytics

Symptom: When you include a custom journal-enabled field in a custom report, although there are multiple entries for the field, the report displays only the last entry.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-3886

Workflow 

Symptom: When you group only two states in a Workflow Process and delete one of them, the grouping is removed, but the business rules linked to the grouping are not deleted, and workspace publishing errors are generated.

Workaround: You must ungroup first or add a new state to the group before deleting the existing state.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3868

BCM Integration

Symptom: When an agent performs any advanced action on an asset, the action is not completed and an error message is generated.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-3850

Change Management

Symptom: If multiple ticket approval states are active at the same time, the votes sent by email messages are received in the wrong order and rejected. 

Workaround : You must vote by using the GUI.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3840

DRZNZ-4255

Business rule

Symptom: If you configure an After Save business rule with the Time-based trigger, and Set field value with the Copy from another field option set to an assignment field as the only action, the rule fails. However, if you add any additional action to the business rule, it runs as expected. 

Workaround: You must add any additional action to the business rule.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3813

Role and Permissions, Search

Symptom: When an agent has the Edit all shared searches permission, they cannot delete the saved searches created by other agents.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-3770

Business Rule

Symptom: If the last user to edit a ticket is a customer, a business rule with the Change assignment of Ticket action with the Last Edited By checkbox selected incorrectly assigns the ticket to the customer instead of the agent who last edited the ticket.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-3756

Portals and Consoles

Symptom: When the Ticket View console does not contain any data, only the Container and the Item Name columns are displayed.

 

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2023 Release 01: Patch 2
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2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3621

Reporting and Analytics, Search

Symptom: When you link configuration items and run a saved search with specific criteria, the value for the Configuration ID field is not displayed.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3545

Business Rule

Symptom: When you configure a business rule for a CMDB container and replace the Field in linked Record and Link Existing record with a different field, the selected field reverts to the Asset ID field.

 

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2023 Release 01: Patch 2
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2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-3153

Configuration Management (CMDB), Linking

Symptom: When you link a configuration item (CI) from a search lookup having multiple result pages with CI, no results are displayed on the first page.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08

DRZNZ-3150

Forms and Fields

Symptom: When you configure a dynamic SQL lookup, the window that opens is incorrectly labeled as Trigger undefined instead of Trigger <Lookup Field Name>.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
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2021 Release 02: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-3010

Reporting and Analytics

Symptom: When you use FootPrints in right-to-left languages such as Arabic or Hebrew, the pie charts in the reports insert a text value between the percentage value and the percentage sign (%).

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-3009

Forms and Fields

Symptom: When you trigger a business rule with the Set field value action on the Description field, the ticket history description field has HTML code instead of text.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-3005

Reporting and Analytics

Symptom: In a Service Portfolio report, the Assignee field displays only the user ID instead of the user ID and the agent name both.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2927

Reporting and Analytics

Symptom: When you apply filters for a date range, the calendar option to select a date is only displayed on the first field.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
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2021 Release 02: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2918

Application General, Search

Symptom: When you filter teams on the Teams grid under the Administration console, the filter is applied to the records displayed on the current page instead of all teams.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2884

Email Notifications

Symptom: When you open a ticket link from an email notification on the Apple Safari browser, if you are not already logged in to the FootPrints application, the link opens the Home page instead of the ticket details.

 

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2023 Release 01: Patch 2
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2021 Release 02: Patch 1
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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2805

Service Level Management

Symptom: You can change the response for a service level target from Responded to Not Responded. 

 

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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2739

Service Level Management

Symptom: The value of the Based on Schedule field of a work target is displayed as a code instead of the actual value.

 

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2023 Release 01: Patch 2
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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2735

Email Notifications, Business Rules

Symptom: When you trigger a business rule with the Send email to action, recipient set as Assignees, and the On Linked Item Update trigger, the outgoing email message does not contain the assignee details.

 

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2020 Release 03: Patch 1
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2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2596

Search

Symptom: When you rename a team that is used in a Saved Search, the incorrect assignee name is displayed on the Search For tab. 

 

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2023 Release 01: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2577

Linking and Relationships

Symptom: When you configure a Work Target in the Service Portfolio container and set the system language or personal preference language to a language other than English, the choices for the State and Target Type fields are displayed in English.

 

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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2518

Rules

Symptom: When you configure the On Screen business rule and set the Assignee field to Last edited by, you cannot use the type-ahead functionality in the Assignee field, and the user is not selected. 

 

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2020 Release 03: Patch 1
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2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2517

Calendar

Symptom: When you create an appointment for an incident, the Invitees list displays only the name of the user who created the appointment instead of the selected assignees.

 

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2023 Release 01: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
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2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2510

Business Rules

Symptom: When you configure a business rule with the Create new record action, it displays the Record Type field as an arbitrary number instead of the record name.

 

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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2500

Search

Symptom: A search for a specific user’s name returns no results.

Scope: Occurs when the search criteria of Created By or Updated By field is populated with <Specific user> and the user’s name contained a comma (,).

 

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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2425

Business Rules

Symptom: When you create a ticket by using a business rule with the Change field visibility action for the Description field, the name of the field and the link to the knowledge base are still visible even if the Description field is hidden.

Workaround: You must use field dependency to hide the Description field.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
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2021 Release 02: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2408

Importing

Symptom: When an imported record is mapped to a blank custom required field, the import task is completed successfully, there is no value in the required fields, and no error message is generated.

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

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2407

Quick Templates

Symptom: When you update a record by using a quick template, if you do not have edit permissions for the quick template fields, the default value for these fields is not populated.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2270

Forms and Fields

Symptom: When you delete one of the choices for a single select field, the previously populated field values are not displayed in the record form. 

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 02: Patch 2
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04
12.1.03.002
12.1.03.001
12.1.03
12.1.02.003
12.1.02.002
12.1.02.001

DRZNZ-2261

Business Rules

Symptom: When you trigger a business rule to set a field value and the validation criteria for the field are not met, the field value is still inserted.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2226

Importing

Symptom: When you perform a Network Server data import, and the source CSV file is deleted or unavailable, the status of the import task is shown as In-Progress, and the task goes into a loop.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2225

Portals and Consoles

Symptom: When you enable anonymous access for a portal, the value set for the User Session timeout field is not respected.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2190

Forms and Fields, Tickets, Workflow Processes

Symptom: When a user does not have permission to edit a ticket in a workflow state, the edit options are still available.

 

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2023 Release 01: Patch 2
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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2187

Application General, System Administration

Symptom: When a workspace contains multiple items with the same fields, the configuration report links navigate to the first item in the list instead of the correct item.

 

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2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-2185

Forms and Fields, Application General

Symptom: When a Boolean field is added to a form, the Boolean field label is clickable.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 02: Patch 2
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2021 Release 01: Patch 1
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2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-2152

Incoming Email

Symptom: When you copy the Created On and Updated On dates from any other field of an email message, they are always displayed in the EDT time zone instead of the time zone specified in the Default Work Schedule settings.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
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2021 Release 01: Patch 1
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2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
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2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-2110

System Administration

Symptom: When you clone the Incoming Email (System) mailbox configurations, the default protocol is IMAP instead of the option selected when configuring the original mailbox.

Workaround: You must clone the settings and manually select the correct protocol.

 

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2023 Release 01: Patch 2
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2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-1986

Business Rules

Symptom: When you configure an On Screen or On Create business rule with the Change Assignment of Ticket's Supervisors action, the action is not completed.

Workaround: You must create an After Save business rule that assigns the record to the supervisors.

 

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2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-1983

Business Rules

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

Workaround: You must restart the browser and not select the separator again.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-1971

Reporting and Analytics

Symptom: When you use FootPrints in the Japanese language, you cannot export reports generated in Service Analytics to the Excel format.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07

DRZNZ-1894

Mobile 

Symptom: When you add a parent field but a journaling-enabled dependent field is not added to the Agent Mobile form, the mobile application stops responding when you create a new ticket.

Workaround: You must also add the dependent field to the Agent Mobile form.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
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2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-1746

Field Dependencies

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

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-1665

Web Services

Symptom: When you connect to the FootPrints API by using the SOAPUI and your FootPrints username contains a special character, such as a hyphen or a dash, an error message is generated.

Workaround: You must not use special characters in the username.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-1518

Linking and Relationships

Symptom: When you 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, you must click Connect and then select the same table again.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-1507

Business Rules

Symptom: When you configure a business rule having 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.

 

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2023 Release 01: Patch 2
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2021 Release 02: Patch 1
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2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04
12.1.03.002
12.1.03.001
12.1.03
12.1.02.003
12.1.02.002
12.1.02.001
12.1.02

DRZNZ-1437

Application General

Symptom: When you use FootPrints version 12.1.05 or 12.1.06 on the Google Chrome browser, you are unable to run a spell check on the Description field.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-1415

Business Rules

Symptom: 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.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04
12.1.03.002
12.1.03.001
12.1.03
12.1.02.003
12.1.02.002
12.1.02.001
12.1.02

DRZNZ-1413

Business Rules

Symptom: When you configure an On Screen business rule and select the Change assignment of Ticket action, the assignees are not removed from the ticket.

Workaround: You must create a team and assign tickets to that team instead of removing all assignees.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-1379

Reporting and Analytics

Symptom: When you view an Excel sheet from an email message in the Preview mode in FootPrints 12.1.4 mobile application on an iPhone 6 or 7, only one column of the sheet is visible.

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04

DRZNZ-1371

Linking and Relationships, Ticket Runtime

Symptom: When you link a record to an incident where time tracking is required, and you don't add the time before saving the record, the linked record is not saved, and an error message is generated. 

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

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05

DRZNZ-1370

Linking and Relationships

Symptom: When you configure a link control by using the Incident CI : CI link type, and you move a common field from the Available Fields section to the Selected Fields section, and then save the settings, the field is not saved to the Selected Fields section.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
2022 Release 01: Patch 1
2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04

DRZNZ-1359

Field Dependencies

Symptom: When a Boolean type field with a default value has a field dependency on a Single Select type field, the default value is not set when you create a ticket.

 

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2023 Release 01: Patch 2
2023 Release 01: Patch 1
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2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06
12.1.05
12.1.04.001
12.1.04

DRZNZ-1355

Field Dependencies

Symptom: When you remove a choice from a Single Select type field that is a part of the field dependency, the choices displayed for the dependency are not updated automatically. And when you try to publish the workspace, the following error message is generated:

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

Workaround:

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

 

2024 Release 01
2023 Release 01: Patch 2
2023 Release 01: Patch 1
2023 Release 01
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2022 Release 01
2021 Release 02: Patch 2
2021 Release 02: Patch 1
2021 Release 02
2021 Release 01: Patch 1
2021 Release 01
2020 Release 03: Patch 2
2020 Release 03: Patch 1
2020 Release 03
2020 Release 02
2020 Release 01
2019 Release 03
2019 Release 02
2019 Release 01
2018 Release 03
2018 Release 02
12.1.09.001
12.1.09
12.1.08.001
12.1.08
12.1.07.001
12.1.07
12.1.06

DRZNZ-1285

 

 

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