Sostenuto 4.7 Release Notes - Sunrise Software 4 of 23 This document details the new features available in Sostenuto 4.7. You can upgrade to Sostenuto 4.7 from Sostenuto 4.1 onwards

Date: February 2014

Sostenuto 4.7 Release Notes

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All rights reserved. No part of this document may be reproduced or transmitted in any form or by any

means, or stored in any retrieval system of any nature without the prior written permission of Sunrise

Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act 1988.

© Sunrise Software Limited, 1994 – 2014

Sostenuto ® is a registered trade mark of Sunrise Software Limited.

Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any

person that may arise as a result of that person (or any other person) using this document or acting or

refraining from action in reliance on any information (including expressions of opinion) contained in this

document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused

by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or

exclusion in these terms is not permitted under applicable law.

Sunrise

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United Kingdom

Visit us at www.sunrisesoftware.co.uk

Enquiries

e: [email protected]

t: +44(0) 20 8391 9000

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C O N T E N T S

Introduction 4 What’s New in this Release 4

Template Filters 4 Tagging 6 Hashtags 6 Dynamic Search 7 Dynamic Search Results 8 URLs In Text Fields 9 Anchored Buttons on Overlay/Popup Screens 10 Buttons in the Header Bar 10 Image Fields in the HTML5 Configuration Files 10 Support for Java 7.0 Update 51 10 autopopulate=true Attribute in the profiles.xml File 10

Hardware and Software Requirements 11

Migrating to Sostenuto 4.7 12 Migration from Sostenuto 4.1 and Above 12 Migration Procedure 12

Making Backups 12 Upgrading the JRE Interface 12 Upgrading the HTML5 Interface 12 Installing the Sostenuto HTML5 Interface 13 Restoring Configuration Data 13 Migrating the Existing Sostenuto Database 13

After Migration 15 Update the JRE on Each Client Machine 15

Clearing the Java Cache on Client machines 15 Re-installing Web Start 16

Corrections 17

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This document details the new features available in Sostenuto 4.7. You can upgrade to Sostenuto 4.7 from

Sostenuto 4.1 onwards. The Sostenuto 4.7 upgrade software can be found in the Installation folder of the

Sostenuto 4.7 Migration from 4.1x installation media.

For information about upgrading to Sostenuto 4.7 from earlier versions of Sostenuto, please contact the

Sunrise Service Desk.

The Sostenuto 4.7 HTML5 Interface introduces dynamic searching for associated information across

Sostenuto, with the additional facility to associate records by tagging them, and a modern “template” filter.

Template Filters Termplate Filters provide an alternative to the conventional filter grid layout on Summary screens. They

allow administrators to display records in a Filter as a series of forms, with a choice of layouts.

To create a template Filter Mapping navigate to My Sostenuto > Filter Mapping then select the Service,

type of Filter, and the name of the Filter that you want to map. After you have selected the appropriate

layout for your Filter it is displayed at the bottom of the screen. You can then drag and drop fields from the

Select your Fields panel into the blank layout and save the finished layout.

Introduction

What’s New in this Release

Figure 1: A mapped All Incidents Filter

Figure 2: Some fields have already been dragged into this layout

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To sort a Template Filter on specific fields (the equivalent of column search in classic grid-based Filters),

hover over the arrows on the right of the Service header bar to display the sort menu.

The available list of sortable fields is based on the fields added to the Field Sort Order tab of the Filter (see

Filter Manager in the System Management User’s Guide).

Use the Filter your Results panel on the left of the screen to filter records for fields with specific values.

This panel displays list and top-level sublist fields from the current Filter, but will not display list or sublist

fields that are used as part of the criteria within the current Filter. This is to enforce any Filter-based security

access criteria, as it prevents a user selecting a different value from the value specified by the Filter.

To ensure the Filter your Results panel remains usable where lists or top level sublists contain large

volumes of list entries, only the first ten entries are shown. To see all the list entries, click see all at the end

of the list to open a popup.

After you have selected the list entries and clicked Show, the Filter your Results panel will only show those

values that have been selected.

Figure 3: Make selections from the full list of options

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To clear the filter, click the Clear Search button on the title line.

It is also possible to perform a keyword search within the fields displayed within the Template Filter. Only the fields within the Filter that have been mapped onto the selected template are available for searching.

Tagging Tagging is a new function that enables you to group records together under a categorisation structure that is

common across all Sostenuto Services. The tags are used by the new Dynamic Search facility to identify

records that may be similar and/or useful to the user (see Dynamic Search, below).

You can add tags in a record’s Details screen, in View or Edit mode, or in the Template Filter view. New

tags are created with a colour style that will be used for that specific tag across all Services, aiding

recognition of tag meaning wherever it is used. Once added to a record, a tag cannot be edited but you can

delete it.

In the Details screen, tags are listed in the tag section of the Dynamic Search panel. If the panel is hidden

you can display it by clicking its tab .

In the Template Filter summary, a record’s tags are displayed below its details.

You can create new tags for a record or select from the list of existing tags that is displayed when you begin

to type the tag name.

Hashtags Tags are also created automatically from hashtags. When a text field such as Description contains a

hashtag (#), Sostenuto adds the keyword following the # to the record’s list of tags when you save the

Figure 4: Clear Search is only displayed after you select fields to filter

Figure 5: Click the Toggle Search button to display the Search Bar

Figure 6: A new tag, RSP, is being added to this record

Figure 7: There are two existing tags names containing 'ba’

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record. Hashtags can be part of an active or historic primary association, or a Preset Solution. Sostenuto

can also process hashtags that are added from all the other Sostenuto interfaces; that is, SOAP/REST

APIs, Mail Processor, Mobile, Iguana and the JRE Interface.

In some instances the use of a # symbol to indicate a hashtag may not be appropriate and therefore other

alphabetic characters may be defined as the hashtag indicator. The list of characters that are allowed as

hashtag indicators is defined as a comma-separated list in the optional <tag-delimiter> tag in the

system.xml file. If <tag-delimiter> is not defined, the hashtag defaults to #.

The following characters are not allowed as hashtag indicators: ‘ $ & * ( ) + { } [ ] ? , and space.

Dynamic Search Dynamic Search identifies records across Sostenuto services which may be relevant to the current record,

by matching tags or searching for associated information. You can trigger a Dynamic Search by performing

one of the following actions:

Selecting a Primary Association

Performing a specific Lifecycle Operation

Typing in a Preset Solution field or selecting a Preset Solution entry

To add a dynamic search trigger, navigate to My Sostenuto > Dynamic Search and click Add… Select

the type of trigger from the available list of Association, Preset Solution or Operation, and the appropriate

screen will be displayed according to the type of trigger selected.

In Figure 8 above, the Details panel holds the trigger’s Name and Description. You then select the Service

and the Primary Association or Operation which will initiate the trigger.

You can select to Enable a trigger as soon as it is saved, or enable it later from the Dynamic Search

summary screen

Use keywords entered in Source Field? is an extra setting for Preset Solution triggers only. When this

is set to Yes, Sostenuto will attempt to find tags that match the keyword text in the Preset Solution field

Lookups

This is where you select the searches that will be performed once the trigger condition has been met. You

define each lookup as follows.

Select the Service and Filter to be searched – for example the “All Open Incidents” Filter within the

Incidents Service.

Figure 8: The ‘Incidents to Contact’ trigger operates when you select a Caller

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The Field Mapping defines which fields are shown for each record in the Dynamic Search panel. This is

defined in the field-mapping.xml file (see the Sostenuto HTML5 Interface Configuration Guide). If no field

mapping exists for this filter, by default the Service System Fields are displayed.

Active Display? is set to Yes to make the Dynamic Search panel ‘fly open’ as soon as matching

records are found. Only one of the defined lookups can be set to Yes, as it will be this lookup that will be

displayed to the user

Tag Search? is set to Yes for Preset Solution triggers and Operation triggers and cannot be changed,

because they only search for matching tags

Association triggers may search for primary or secondary associations as well as tags, so they have extra

settings:

EITHER

Set Tag Search? to No to search for associations. This sets Association Tags? to No as well.

OR

Set Tag Search? to Yes to search for tags, then

Set Association Tags? to No to search for tags that match the tags in the current record.

Set Association Tags? to Yes to search for tags that match the tags in the Primary Association

record.

Saved triggers are listed in the Dynamic Search summary screen, by Service and by trigger type.

Dynamic Search Results When a Dynamic Search takes place, the search results are displayed as shown below. The tabs down the

side of the Dynamic Search panel show each Service that contains relevant records according to the

lookups defined for the trigger event.

Press the information icon beside the filter name to see a tooltip describing the Dynamic Search trigger

that found the records. This text is taken from the description of the trigger as defined by the Administrator.

Within a Service tab, each Filter's records are shown as a separate list. The number of tabs and records can

change as more dynamic searches take place; for example, when you select associated Fields, select

Preset Solutions or perform Operations. When the current record has multiple tags, the record with the

greatest number of matching tags is shown first in the Dynamic Search panel. Non-matching tags are not

shown.

Figure 9: A preset search finds matching tags in several Services

Figure 10: Describes the scope of the Dynamic Search

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In the panel, each record’s ID and State are displayed first, and then the other fields listed as defined within

the field-mapping.xml file.

When you click Close at the bottom of Dynamic Search to hide the panel, the Service tabs will be ‘docked’

to the side of the screen but will remain available.

In the Dynamic Search panel, each record has a corresponding menu displaying one or more options.

In Figure 11, the current record is an Incident and the found record is a Problem. The Problem has a

Primary Association with the Incident, so you can link the Problem directly to the Incident as the ‘Underlying

Problem’. The words ‘Underlying Problem’ are taken from the caption of the Primary Association between

the Incident and Problem Service and can be changed as required.

If the Incident is already logged and has a Problem associated with it, you can choose to overwrite the

existing Problem details.

In Figure 12, where a Service has no direct association with the Incident, such as Knowledge, the option to

create a secondary association becomes available after you have created the Incident.

View More > takes you to the record’s Details screen in View mode.

URLs In Text Fields Sostenuto 4.7 allows you to define a field as a URL field in the config.xml file so that it acts as a hyperlink

to your internet browser. For example, when a user clicks on the URL field, such as a Contact’s email

address, a new browser window may open to Google maps and show the Contact’s location.

For example:

<url_fields>

<field id="106010000” protocol="http"/>

<field id="106010135” protocol="mailto”/>

</url_fields>

Figure 11: You can create a Primary Association to this Problem from the Incident

Figure 12: You can create a secondary association between records

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The default protocol for URL fields is http. You can only define small text fields as URL fields. Sostenuto

already handles URL hyperlinks in large text fields, such as Description, as part of the default text handling

of large text fields.

Anchored Buttons on Overlay/Popup Screens The Submit and Cancel buttons are now always visible a popup.

Previously, Submit and Cancel stayed at the bottom of a popup, so that you had to scroll down to them if

the number of fields was too long to display in one screen. The buttons are now anchored to the bottom of

the displayed screen and stay there, so that you only scroll the contents of the screen and the buttons

remain accessible at all times.

Buttons in the Header Bar The Filter selector has moved up into the Service Header Bar. The Set as Favourite, Save Column

Widths and Export to CSV buttons have moved to the right-hand side of the Service Header Bar, next to

the Search button.

Image Fields in the HTML5 Configuration Files The image field allows a user to display an image on screen. The image fields used to be configured within

the screens.xml file but, as part of changes to displaying these fields within Template Filters, the

configuration has now been moved to config.xml.

An example of the configuration of the <image-fields> tag in config.xml is shown:

<image_fields>

<field id="106009476" />

<field id="106011074" />

<field id="106009591" />

</image_fields>

Only fields of Type=Text and Category=Service Request / Task will be permitted. Any image field still

referenced in screen.xml will be ignored.

Within the Filter Mapping, you can add an image field to a template by dragging and dropping it onto the

template’s image place-holder so that it is rendered as an image when the Filter is viewed. When you drop

an image field onto a normal field’s place-holder, the image’s URL will be displayed in text form instead.

Support for Java 7.0 Update 51 Sostenuto 4.7 has been qualified for use with the recently released Java 7.0 Update 51.

autopopulate=true Attribute in the profiles.xml File The profiles.xml file includes a <currentlogin> tag, which defines how to auto-populate fields from the

current user’s profile. When autopopulate=“true” there are a number of possible scenarios for fields that are

visible on the screen and fields that are not visible. Changes have been made to the behaviour under these

scenarios and the new behaviour is explained below.

Where fields are on the screen

1 When you perform an Add Service Request, the Association fields on the screen are pre-populated with

details of the logged-in Account.

Figure 13: Note the new icon for Save Column Widths

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2 Following auto-population, the Association Fields on the screen can be

Left "as is" with the pre-populated data intact

Cleared (remove association)

Updated with details of another record.

3 The record will be saved with the contents of the Association Fields that appear on the screen

4 In Edit/View mode, the Association Field details available for the record are displayed. No pre-population

occurs

5 During any other Lifecycle Operation, the Association Fields will be displayed with the details if they

contain an Association to another record

6 During any other Lifecycle Operation, the Association Fields will be displayed with the details of the

logged-in Account, if the fields had been left blank during the original Add Operation

Where fields are not on the screen

1 During Add Service Request the Association Fields are automatically associated with the currently

logged-in Account but, as they are not on the screen, they cannot be updated in any way by the user

2 During any other Lifecycle Operation where the Association Fields are part of the Operation Parameters,

the details are NOT pre-populated if the fields are not on the screen, on the assumption that the fields

have been intentionally left blank

Hardware and software requirements vary depending on your deployment. See the Sostenuto ITSM

Hardware and Software Configuration Guide for the specifications for your particular environment.

Hardware and Software Requirements

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Obtaining the Migration Media Sostenuto 4.7 is available to download from Sunrise Software Ltd. To obtain the Sostenuto 4.7 installation

media please contact the Sunrise Service Desk for a URL.

T: +44 (0) 20 8391 4646

E: [email protected]

1 Using the URL provided by the Service Desk, download the zipped Sostenuto 4.7 Migration from 4.1.x

folder from the website and save it locally.

2 Extract the Sostenuto 4.7 Migration from 4.1.x folder to your local machine.

Sostenuto 4.7 will be available both as a new installation and as an upgrade to existing 4.1+ installations.

The Sostenuto 4.7 Migration from 4.1x folder contains all the .jar and .js files for updating Chameleon, to

correct the update issues for users who access Chameleon with SSO.

You can migrate both the file system and the database from Sostenuto 4.1 or above to Sostenuto 4.7. If you

do not have the Sostenuto HTML5 Interface, you must install it after upgrading to Sostenuto 4.7.

The instructions below explain how to migrate from Sostenuto 4.1 and above to Sostenuto 4.7.

Making Backups

1 Back up the Sostenuto database.

2 Stop the Apache Tomcat Service.

3 Back up the Sostenuto directory in the C:\Program Files (x86)\Apache Software Foundation\Tomcat

7.0\webapps\ folder.

4 Back up the C:\Program Files(x86)\\Apache Software Foundation\Tomcat 7.0\lib directory.

Upgrading the JRE Interface

1 Extract the 01-sostenuto-tomcat-lib.zip file into the C:\Program Files(x86)\\Apache Software

Foundation\Tomcat 7.0\lib folder, overwriting all files.

When you are prompted to copy and replace files, always select the Copy and Replace option:

2 Extract the 03-sostenuto-tomcat-webapps.zip file into the C:\Program Files(x86)\\Apache Software

Foundation\Tomcat 7.0\webapps\Sostenuto folder.

Upgrading the HTML5 Interface Note: If your installation does not include the Sostenuto HTML5 interface, go to ‘Installing the Sostenuto

HTML5 Interface’ on page 13. To upgrade the Sostenuto HTML5 interface. follow the steps below.

The HTML5 upgrade folders are in the Sostenuto 4.7 Migration from 4.1.x.zip\Sostenuto 4.7 Migration

from 4.1x \Installation\HTML Interface Migration from 4.6 folder.

1 Extract the 07-sunlight.zip file to the C:\Program Files(x86)\\Apache Software Foundation\Tomcat

7.0\webapps\Sostenuto folder.

You will be prompted to replace shared files. Check Do this... at the bottom of the prompt window to

replace all the shared files without prompting.

2 Extract the 08-sunlight-tomcat-lib.zip file to the C:\Program files(x86)\Apache Software

Foundation\Tomcat 7.0\lib folder.

Migrating to Sostenuto 4.7

Migration from Sostenuto 4.1 and Above

Migration Procedure

mailto:[email protected]

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3 See the Sostenuto 4 7 Configuration Utility Release Notes for information about extracting and installing

the Sostenuto 4 7 Configuration Utility.

Installing the Sostenuto HTML5 Interface If your current installation is earlier than Sostenuto 4.5 or does not have the HTML5 interface, you must

install the HTML5 Interface after upgrading to Sostenuto 4.7.

Follow the deployment instructions in the Sostenuto 4.7 HTML5 Interface Installation Guide to install the

HTML5 Interface, but extract the installation files from the folder:

Sostenuto 4.7 Migration from 4.1.x.zip\Sostenuto 4.7 Migration from 4.1.x\Installation\HTML5

Interface Migration from 4.6.

Restoring Configuration Data

1 Delete the following folder to clear the Tomcat cache:

C:\Program Files(x86)\Apache Software Foundation\Tomcat 7.0\work\Catalina\

localhost\<instance-name>

2 Run CLEANUP_TOMCAT_LIB.bat from the C:\Program Files(x86)\\Apache Software

Foundation\Tomcat 7.0\webapps\Sostenuto folder. This will delete all the duplicate .jar files found in

the Tomcat\lib folder.

Follow the instructions below to restore data in files overwritten by the migration process.

3 Migration replaces the server.properties file in \[Sostenuto Application]\WEB-

INF\classes\settings\sostenuto.

If you have migrated from Sostenuto 4.1.1 or above, replace the updated file with the one from your

backup.

If you have migrated from Sostenuto 4.1.0, please compare the new file with your backup and re-

enter any missing information, particularly the DBServer and Password information.

4 Migration also replaces the log4j.properties file in \[Sostenuto Application]\WEB-INF\classes. Please

do not replace the file with your backup. Instead, refer to the backup to re-enter any missing information.

5 Migration overwrites the web.xml file in \[Sostenuto Application]\WEB-INF and comments out the two

sets of references to Iguana and Mobile. Uncomment these references if you have Mobile or Iguana.

If the web.xml file has any extra access points (for Customers or Third parties etc.), you will need to add

them again. Please do not replace the file with your backup as there are new options included within the

upgraded file.

Migrating the Existing Sostenuto Database Existing Sostenuto 4.1+ databases are required to be migrated to the latest version. To complete the

migration of the database, follow the steps below.

1 Ensure that the <docRootPath>\setenv.bat file shows the Java path, Sostenuto installation path and

the Sostenuto web app name.

2 If you are configuring Sostenuto for NT authentication and didn’t log in as the desired user account (the

account to be used for NT authentication), right-click on the migration.bat file to see the context menu

shown below and select the ‘Run as different user’ option.

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Enter the credentials of the desired user account and click OK.

3 Execute the migration.bat file.

Aprogress bar is displayed during migration and this message should be displayed once migration is

completed:

The migration log can be viewed in the location specified in the log4j.properties file.

4 Restart the Apache Tomcat Services.

Note that the migration process clears the existing password tracking history data.

5 If your installation is configured for Single Sign On (SSO) or load-balancing, check the contents of the

httpd.conf.file.

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1.

Update the JRE on Each Client Machine Sostenuto 4.7 can only run on client machines which have the correct JRE installed.

If the correct JRE is not present on a client machine, a prompt similar to this will be displayed when you

attempt to run Sostenuto:

Click one of the Allow options to continue.

Before upgrading to Sostenuto 4.7, you should clear the Java cache and the temporary files on each client

machine.

Clearing the Java cache forces the browser to download the latest Client_Sostenuto.jar to the client

machine; otherwise, the new Sostenuto version will try to run with the older Client jar. It only needs to be

done once, when a new version is deployed.

You do not need to clear the Java cache after upgrading Sostenuto Web Start because it automatically

downloads the latest client JAR after an upgrade.

1 Select Java from the Windows Control Panel menu. The Java Control Panel will be displayed.

Figure 14: Select the Settings… button

After Migration

Clearing the Java Cache on Client machines

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2 Click on the Settings… button. The Temporary File Settings screen is displayed as shown below.

Figure 15: Ensure that ‘Keep temporary files on my computer’ is not checked

3 To clear the Java cache click on the Delete Files… button.

4 Click OK then click the OK button in the Temporary File Settings dialog box.

5 In the Java Control Panel click the OK button.

Re-installing Web Start If the Sostenuto client is being accessed via Web Start, this must be uninstalled and re-installed to work with

the updated version of Sostenuto 4.7. Please refer to the Sostenuto Installation Guide for details of installing

Web Start.

Figure 16: Ensure both boxes are checked

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This section details the corrections that have been included in this release.

Issue No.: LAM-730 Description

Summary: Attachments: Add an attachment in Sostenuto for a record open in

the HTML5 interface and the Sunlight record is unusable.

When Encountered: After submitting an Incident, the View Incident screen is displayed. If

another user logs into Sostenuto and attempts to add an attachment

to the record, the message "Alert - the record has been updated -

press Reload” is displayed.

When you reload, only the Incident Summary screen can be

displayed.


Summary: TimezoneLocaleMaintenance.bat has lost its button styling.

When Encountered: If you open TimezoneLocaleMaintenance.bat while Sostenuto is

open the Save, Cancel and other similar buttons are only showing

text, across all tabs and add/update screens.

When you open a locale in the locale tab, such as French, the radio

buttons that control 12 hour or 24 hour format have also vanished.


Summary: Telephone Number Field in My Profile is not long enough for

telephone numbers.

When Encountered: The telephone and Mobile/Cell fields on the My Profile page are not

long enough for telephone numbers of more than 11 digits.

Issue No.: LAM-1094/

PRB002512 Description

Summary: Missing attachments cause Sostenuto HTML5 to fail to load the

associated record’s details page.

When Encountered: When a record in the Sostenuto JRE interface has attachments

uploaded against it, that are MISSING, the file attachment name and

a RED icon next to indicate that the file is no longer found at the

specific location.

However, In the HTML5 interface, when you click on this record to

view the details, you will be returned to the summary screen with no

error message because there are missing file attachments.

You can only view the Details screen in the HTML5 interface by

removing the invalid files via the JRE interface.

Corrections

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PRB002531

Description

Summary: IE8 Edit Dashboard menu has lost its arrow and the Favorite star is

behind the tab.

When Encountered: In IE 8, when you use the Edit Dashboard button the Dashboard

menu has lost its arrow pointing to the box (Like a speech bubble).

Also, the Favorite Star appears behind the tab.


Summary: The date/time offset function cannot be used to set a default value

for a date or date/time field.

When Encountered: The date/time offset function cannot be used to set a default value

for a date or date/time field. The field is displayed blank. The JRE

Interface correctly renders the default value.

Issue No: LAM-1099/


Summary: Large text fields limit the preset results shown.

When Encountered: More than 3 large text fields per screen in the HTML5 interface limits

the number of preset solution results shown in the drop-down menu.

For example, if you have 4 large text fields on the screen, the drop-

down menu only shows 4 preset solutions per page, and if you have

5 large text fields, it shows just 3.


Summary: When you launch HTML or PDF report from IE11 you get 'Page

cannot be displayed'.

When Encountered: When you launch HTML or PDF report from IE11, you get 'Page

cannot be displayed' on a new tab in the browser. However, when

you close that tab the PDF or HTML report opens correctly.


Summary: The Description field in Configure Grid Gadget is too small.

When Encountered: The Description field in the Configure Grid gadget allows a maximum

of 48 characters, whereas other Description fields allow 250.


Summary: Failed Report message overhangs message area if title too long.

When Encountered: If you set incorrect values when setting up Reports, the reports will

not generate and a fail message is displayed.

If the report has a long title, the fail message overhangs into the

message below it.


Summary: In Quick links Gadget the cursor doesn’t change to a hand over the Add Problem icon.

When Encountered: In IE8 only, the cursor in the Quick Links Gadget the cursor doesn’t

change to a hand over the Add Problem icon.

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Summary: Field boxes cut off the descenders on text characters.

When Encountered: IE10,9 & 8 text field boxes in gadgets cut off the g, y, p & q

characters as the text line is too low. (Does not affect the output on

the gadget.)


Summary: Styling on Run Report from a service - spacing issues.

When Encountered: There is not enough space between the Please choose an Export

type caption and the dropdown.


Summary: Click ‘Copy Link’ button in IE8 did not show ‘URL copied’ message.

When Encountered: In IE8 browsers, when you click the Copy Link button in a record’s ID

field, the URL Copied message should display but does not.


Summary: Operation name in Quick Link Gadget will show in two lines.

When Encountered: The size of the button containing the Operation name is not long

enough to display the whole name on one line.


Summary: Edit and Delete' buttons in Gadgets show all the time in IE8.

When Encountered: In IE8 browsers, the 'Edit' and 'Delete' buttons in a Gadget show all

the time even when the Gadget has not been selected.


Summary: Some buttons are not rounded in IE9.

When Encountered: In IE9 browsers, buttons at the foot of popups are displayed with

angular corners; for example, Save and Cancel in the Configure Grid

gadget and Next in the the Add Dashboard wizard.


Summary: On the Add screen, associated fields from more than one association

hop away do not populate correctly with Auto_fill.

When Encountered: If a filter is configured to auto-populate the Contact, Department and

SLA details in an Add Incident screen, the fields populate correctly

before you submit the Incident. After you submit the Incident, the

contents of fields more than one hop away, such as Department and

SLA fields, will be removed.


Summary: Reporting failure message is styled incorrectly.

When Encountered: In the HTML5 interface, the Report failure message does not display

fully in the Messages list.

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Summary: Attachments: Clicking on an Attachment in Add Record state shows

'Something when wrong' page.

When Encountered: If you go to a Service and begin to add a record, then try to add an

attachment before submitting the record, when you click the

attachment it will open a new tab and show a 'Something went

wrong' page.

You can close this tab and the record can still be submitted with the

attachment.


Summary: An associated image only appears on the screen after a refresh or

save.

When Encountered: In Add Incident, when you select a Contact that has an associated

image, the image is not displayed at the same time as the Contact’s

other details. The image only appears after you save the Incident or

navigate away from the record and come back.


Summary: Search and Select in the Contact Association Field returns different

values.

When Encountered: In Add Incident, if you search for associations on the Forename field

in Contact Details, a list of possible contacts is returned. If you select

one, then clear it and search again, completely different results come

back.


Summary: Attachments: Drag and drop only works for one file at a time.

When Encountered: If you select multiple files to drag and drop, only one file is attached

and the other files are all ‘in progress’. Pressing Cancel does not

stop the progress bar. If you refresh the page you can see that some

of the files have attached.


Summary: Arrow keys are not supported in Preset Solution Fields when the

Selector is Displayed.

When Encountered: You cannot navigate backwards and forwards through

typed/selected text in a Preset Solution field to edit it. The keys

(including CTRL+Arrow) do not do anything.


Summary: Outbound SOAP integration not functional in SaaS deployment.

When Encountered: When the SaaS deployment is followed, i.e. Sostenuto jar files are

split between Apache/lib and Sostenuto/lib, the outbound SOAP

integration will not work - it iis unable to import a WSDL.

You must copy jar files into the Sostenuto/lib directory and restart

Tomcat in order to generate the necessary files.

Page 21 of 23


Summary: Dashboard Gadgets using incorrect font.

When Encountered: None of the titles and text displayed in any of the supplied gadgets

are in DroidSansRegular or DroidSansBold fonts.


Summary: In the HTML5 Interface, when you click on an Attachment that no

longer exists an XML error message is displayed.

When Encountered: If an attachment is uploaded but then the file is physically deleted on

the server, when you click on the attachment in the HTML5 Interface

the following error is displayed. The JRE Interface correctly displays

file as missing.


Summary: Associated image does not clear until you refresh the page.

When Encountered: If you select a Contact record from Add Incident, the image that is

displayed does not clear if you click X to clear the association.

You have to refresh or navigate away and return to clear it.



Summary: Saving in Edit Profile switches the Named Licence for that Account

to Concurrent.

When Encountered: If a user with a Named Licence saves their edit profile in the HTML5

interface, it will set their licence to Concurrent.


Summary: Recent Items Gadget Custom field does not work for Tasks.

When Encountered: When you access a Task in the Change Management service the

Task ID and Task name display correctly in the Gadget. However,

when you specify a Task Custom field, the Task ID displays correctly

but the Task Custom field is blank.


Summary: In Dashboards, if the administrator creates a number of default

dashboards for a Group, an account from the Group only sees the

first one.

When Encountered: The Administrator can create a number of dashboards and allocate

the same group to each, such as Service Desk Analyst. When an

account from this Group logs in, they should see all dashboards that

Group belongs to, but only the first dashboard is displayed.


Summary: Click/double-click on a history grid sometimes shows a spinning gif.

When Encountered: In the HTML5 interface, when you click on a record’s history grid and

select an operation to perform such as Copy Record, a spinning gif

will be displayed if the operation is not defined in the HTML5

interface.

Page 22 of 23


Summary: In a Filter Gadget, the All Tasks filter shows 0 records when there

are records.

When Encountered: When you create a Filter Gadget with the All Tasks filter and save it

you will see 'All Tasks = 0' in the gadget. However, if you click on

that line and go to the All Tasks filter, it does contain records.


Summary: In Experience Rules the error message for duplicate rule is displayed

wrongly, as "error.rule.duplicate”.

When Encountered: The message configured for duplicate rule shows in Sunlight as

"error.Rule.duplicate" because it is stored as "error.Rule.duplicate" in

config_en.properties.


Summary: In Experience Tiers validation messages do not disappear after

Cancel.

When Encountered: If you cause a validation message to display in Experience Tiers, it

does not disappear when you click Cancel and either create a new

Tier or open an existing Tier.


Summary: View Association from a record shows ‘Something went wrong..’

screen if filter rights are denied.

When Encountered: In Edit Record. When an associated record is set, such as Contact,

for the association Go To (the eye icon) and you deny security rights

to all filters that contain that Contact record, clicking the Go To icon

shows the 'Something went wrong' message.


Summary: Users invited via Sunlight do not inherit the Community from the

Group.

When Encountered: In Account Manager, you create a Group as belonging to a

community such as Sostenuto. When add an account via that Group,

the account inherits the properties including the community. When

you invite the same account in the HTML5 interface, the Community

should be the same but is set to None.


Summary: LDAP authentication - can still log in as disabled account.

When Encountered: When an account has been disabled in Sostenuto it can still log in

via LDAP.

Issue No.: PRB002438 Description

Summary: Task Operations only take into account the first record in Iguana

When Encountered: When assigning a task in Iguana, for example in Change

Management, you can assign the task and any tasks beneath it.

However, when you exit and re-enter the Change record then try to

assign another task for that Change, only operations for the State

and Type of the first Task in the Task widget’s filter are available.

Page 23 of 23

Issue No.: PRB002593 Description

Summary: When Add is performed by a contact and Open by a user,

experience points are not awarded for the Open operation.

When Encountered: The HTML5 interface is configured to give experience points when

the Open Incident operation is performed.

However, when an Incident is logged by a contact in Chameleon

these points are not awarded to the user who has performed the

Open Incident operation, because operations within the JRE

Interface do not count towards experience points.

Documents

Sostenuto 4.7 Release Notes - Sunrise Software 4 of 23 This document details the new features available in Sostenuto 4.7. You can upgrade to Sostenuto 4.7 from Sostenuto 4.1 onwards