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September brings autumn and the new CDU for Service AnywhereOpen in a New Window

We are pleased to announce the full release of the Service Anywhere September CDU.

For details on the release, including fixed defects, updated support matrix and notes & limitations, click here to access the Release Notes on the Service Anywhere channel in the HPE Live Network.

You can access the full documentation in the Service Anywhere Help Center.

 

September CDU Update plus Fixed Defects and New FeaturesOpen in a New Window

We are delighted to announce that the September CDU is now scheduled. With our customers' needs in mind, we've decided that the best way to approach the deployment for this CDU is to split it into two dates.

  • For customers with Service Anywhere instances hosted in our London, Paris, Canada, and Trial/POC  data centers, the CDU will be deployed on 18 September 2016.
  • For customers with Service Anywhere instances hosted in the USA Austin data center, the CDU will be deployed on 25 September 2016.

 

Enhancements & Fixed Defects

  • Fixed issue where it was not possible to export the Data domain field in a CSV or XSL file.
  • Fixed issue where a drop-down list failed to load more than 30 values.
  • Fixed issue where the link in the automatically generated email notification failed to redirect the user to the correct request for Self-Service Portal users.
  • Removed unnecessary scroll bars that appeared when opening an article in the Self-Service Portal using Firefox.
  • The Add comment on related record business rule can now be configured to define whether the comment is from the user to the agent or vice versa.
  • Fixed issue where no error message was displayed when an attempt to deny an approval task via email failed.
  • A message prompting the user to save the request is now displayed in Live Support when navigating to the request details after adding an attachment without saving.
  • Fixed issue where using the Ctrl+S keyboard shortcut would cause the comments popup for a request to freeze when editing a comment in Live Support.
  • Fixed issue of business rules failing for records with calculated fields due to missing data.
  • External links to authorized domains now open in a new browser tab when working in the Self-Service Portal.
  • Fixed issue where text was removed from a rich text field when clicking outside the field when working in Internet Explorer.
  • Fixed issue where the On-Premise Bridge installation failed when working in Windows 2012 R2 or in Windows 10.
  • When referencing the DisplayLabel property for a user option field of type list, the field’s display label is correctly returned rather than the field name.
  • The Reports documentation was updated to list the following record types where drill down from reports is not supported: articles, models, tasks, or Service Level targets.
  • Updated the documentation to include the necessary updates to enable the option to configure offerings so that they do not require end user acceptance.
  • In the mobile app, the offering description now has a greater area to view more of the description text.
  • Approval notifications can display the updated title of the parent record instead of the original title, if the tenant setting to specify that parameters are evaluated when entering the Approval phase is activated.
  • Added a new tenant setting to define whether parameters for a task or approval are evaluated during record creation or when entering the Approval phase.
  •  In the mobile app, the offering description now has a greater area to view more of the description text.

New Features

  • Service Anywhere now integrates more tightly with HPE Propel. A Service Exchange adapter enables you to aggregate offerings from Service Anywhere in Propel and create requests based on an aggregated offering. The created requests are be synced with Service Anywhere.
  • Service Anywhere now supports Windows 10 and the Edge browser.
  • You can now set your own home page for Service Anywhere, and the default landing page for each of the modules.
  • You can log out of the mobile app, and log in to the same tenant using different user credentials.
  • You can now configure which users are allowed to be followers of a request, and which users may have requests delegated to them.
  • The Workflow Debug tool has been enhanced to provide more information in the debug report. The report now includes a separate row for each component of an Expression Language phrase.
  • Configuration of business rules is now more efficient because you can change the order of business rules by dragging and dropping them, in addition to the Move up/Move down buttons.
  • You can now configure the email notification template for automatic error messages of email integration not to display a link to the Self-Service Portal by using an additional optional parameter in the email body of the template.
  • The Send notification business rule can now be configured to accept external emails in the recipients’ parameter.
  • You can now view all questions in Q&A under Knowledge Management. Previously only unanswered questions and questions with problems were visible.
  • Improved usability for Tasks and Approvals by adding the ability to set the evaluation time of the task parameters.
  • Improved overall performance and response time.

 

 

Service Anywhere Practitioner Forum – Date and Topic ListingOpen in a New Window

We are pleased to announce the Service Anywhere Practitioner Forum, providing implementers with the opportunity to regularly exchange information on technical topics with HPE, partners, and customers. This biweekly discussion is a technical deep dive for those with implementation expertise or previous training.

Topics, dates and login information will be provided in this posting (rather than email) – so check back regularly! And check the SAW Practitioner Forum Program Overview document for more information on the program.

Next scheduled meeting:

UCMDB Integration

September 28, 2016, 8:00am – 9:00am Pacific Time

Link: https://www.myroom.hpe.com/attend/MRP4HYTFGWVVV

Note: HPE MyRoom for screen sharing and audio

 

Recordings:

Recordings of the technical demonstrations will be made available on the Service Anywhere SaaS channel here: hpe.com/software/watch-saas (register, select Service Anywhere).

  • On-Call Management and Notification Preferences (aired on September 14, recording coming soon)

 

Service Anywhere Implementation Guides - August 2016Open in a New Window

Hi everyone,

We are pleased to release new versions of the Getting Started with Service Anywhere Guide and Service Anywhere Configuration and Troubleshooting Guide. These guides are a great resource for new Service Anywhere customers, as well as those looking for ideas on next steps.

The focus on the Getting Started Guide is more on the what and why, rather than the how – meaning it focuses more on the high level explanations of what you need to do in order to get started, and why you need to do it, but the actual steps to do so are going to be found in the on-line help.  The guide does provide relevant links to the on-line help throughout, so if you want to learn more immediately it is only a click away. As for the Configuration and Troubleshooting Guide, it is all about the how.

New in the Getting Started Guide:

  • Updates to many sections to bring them up to date with the latest release of Service Anywhere
  • New screenshots based on the latest release of Service Anywhere
  • Minor text fixes

New in the Configuration and Troubleshooting Guide:

  • Business Rule Example: Sending Parent Entity information in Approval or Task emails
  • OPB Troubleshooting Guide
  • Minor text fixes

Both pdf versions as well as epub tablet-friendly versions can be downloaded from the Service Anywhere Resources on HPE Live Network:

  • Service Anywhere Getting Started Guide August 2016 - pdf version
  • Service Anywhere Getting Started Guide August 2016 - epub version
  • Service Anywhere Configuration Guide August 2016 – pdf version
  • Service Anywhere Configuration Guide August 2016 – epub version

 

Next CDU ReleaseOpen in a New Window

This CDU has been delayed. Stay tuned for updates.

Here is a sneak preview of the new features coming your way for the next CDU. 

**This is a premilimary list that will be finalized only on the production date for this CDU release.**

• Service Anywhere now integrates more tightly with HPE Propel. A Service Exchange adapter enables you to aggregate offerings from Service Anywhere in Propel and create requests based on an aggregated offering. The created requests are be synced with Service Anywhere.

• Service Anywhere now supports Windows 10 and the Edge browser.

• You can now set your own home page for Service Anywhere, and the default landing page for each of the modules.

• You can log out of the mobile app, and log in to the same tenant using different user credentials.

• You can now configure which users are allowed to be followers of a request, and which users may have requests delegated to them.

• The Workflow Debug tool has been enhanced to provide more information in the debug report. The report now includes a separate row for each component of an Expression Language phrase.

• Configuration of business rules is now more efficient because you can change the order of business rules by dragging and dropping them, in addition to the Move up/Move down buttons.

• You can now configure the email notification template for automatic error messages of email integration not to display a link to the Self-Service Portal by using an additional optional parameter in the email body of the template.

• The Send notification business rule can now be configured to accept external emails in the recipients parameter.

• You can now view all questions in Q&A under Knowledge Management. Previously only unanswered questions and questions with problems were visible.

• Improved usability for Tasks and Approvals by adding the ability to set the evaluation time of the task parameters.

• Improved overall performance and response time.

 

IMPORTANT: HP URLs Migrating to HPEOpen in a New Window

In the coming months the hp.com URL will fully migrate to HPE.com. This means that anywhere your Service Anywhere is using the HP.com URL must be updated to HPE.com.

We will soon publish a guide to instruct you on all the areas you may have to update the URL. The areas most affected are REST APIs and integrations with the following products:

  • OMi
  • Service Manager
  • Business Intelligence systems
  • Propel

If you use any of these, please stay tuned for the guide to migrating your URLs.

 

 

 

August Release feature: How to configure the Service request and Support request labelsOpen in a New Window

In the August Release, the labels shown in the Self-Service Portal and Agent views and used for classifying the Requests have been made configurable. The “Service request” and “Support request” labels used previously now read "IT Service Request” and "IT Support Request" (if you have not made any changes yet).

Here are the steps to perform if you would like to modify them (or revert them to the labels in place prior to the release):

  1. Go to Administration > Lists and find the “Request Type Enum” list. Change the relevant “Display Name” attribute on the elements in the list.
  2. Go to Administration > Lists and find the “Offering Type” list. Change the relevant “Display Name” attribute on the elements in the list. For more information about Lists, see https://saw.saas.hp.com/help/en/full/Content/1700_Admin/listsMgmtOvw.htm.
  3. Go to Administration > Records and select “Request” from the drop down list, then navigate to the “Process and Rules” tab. For the relevant workflow, go to the “Properties” tab, and change the “Display Name” attribute. For more information about processes, see https://saw.saas.hp.com/help/en/full/Content/Platform/emWorkingWithProcesses.htm.

If in your organization you are supporting more languages than just English (US) for user profiles, please consider updating the labels for all relevant languages.

 

August 2016 Release NotesOpen in a New Window

For the latest information about the August 2016 release, you can download the release notes from the Service Anywhere site on HPE Live Network here.

You can find enhancements, fixed defects, support matrix, integration compatibility, important upgrade information and notes and limitations.

For information on the new features see the What's New.

For our latest documentation, see the Service Anywhere Help Center.

 

Service Anywhere Configuration and Troubleshooting Guide - July 2016Open in a New Window

There is a newer version of this guide, please see Service Anywhere Implementation Guides - August 2016

-----

Hi everyone,

We are pleased to announce a new document as a companion to our Getting Started with Service Anywhere Guide. Introducing the Service Anywhere Configuration and Troubleshooting Guide!

Where the original guide focused on the what and the why, this new guide is all about the how. We’ve moved the use case and business rule examples out of the Getting Started guide’s appendices, as well as added specific information around:

  • Importing Users
  • Configuring and Using the Postman REST Client
  • Accessing the EMS REST API using Postman
  • Accessing the Manage Persons REST API using Postman
  • Importing Certificates into the OPB
  • Configuring Email Integration with a Gmail Account
  • Business Intelligence Synchronization
  • Performance Considerations
  • Dev2Prod Concepts and Troubleshooting

We hope that you will find this guide as useful as the first one. Please feel free to send us any feedback or suggestions you might have. We plan on adding to this guide over time, and would love to focus on information that you find useful.

Both a pdf version as well as an epub tablet-friendly version can be downloaded from the Service Anywhere Resources on HPE Live Network

  • Service Anywhere Configuration Guide July 2016 – pdf version
  • Service Anywhere Configuration Guide July 2016 – epub version

 

Office Hours - a new release readiness activity for customers!!Open in a New Window

As part of the release readiness activities for the Service Anywhere August update, we’re pleased to announce “Office Hours”. Office Hours are drop-in sessions scheduled throughout the preview period where customers can ask the product, R&D and support organizations questions about the release or update process. Feel free to come to any of the sessions, at any time! 

The objective of the office hours sessions is to provide enhanced support during the preview period, providing answers as quickly as possible. If however the question requires further analysis or a more detailed conversation, you will be instructed to log a ticket through the normal process. Roadmap or future feature conversations will be handled off-line as well. The sessions aren’t recorded, but we’ll keep a running list of customer questions in the meeting room so you learn from what’s already been covered.

Your Customer Success Manager will provide the meeting details. Sessions are for customers only (and their implementation partners identified on the account) . Drop by at any time, any or all sessions - we’ll be ‘in the office’ for the entire hour.

 

Pacific Time

Wed July 20th 8 AM PST

Mon July 25th 7 AM PST

Wed July 27th 8 AM PST

Fri July 29th 7 AM PST

Mon Aug 1st 4 PM PST

Wed Aug 3rd 8 AM PST

Fri Aug 5th 7 AM PST

Mon Aug 8th 7 AM PST

Wed Aug 10th 8 AM PST

 

 

 

August 2016 Release Enhancements & Fixed DefectsOpen in a New Window

The August 2016 Service Anywhere release includes the following fixes and enhancements:

User Interface, Forms, Grids, Reports & Tasks

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

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

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

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

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

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

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

Fixed issue where the Views toolbar was compressed and not displayed properly.

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

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

Improved performance when loading the History tab.

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

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

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

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

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

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

Notification email templates in the Notifications tab are now sorted alphabetically.

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

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

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

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

 

Self-Service Portal

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

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

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

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

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

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

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

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

Only one click is needed to select a new value in the service filter drop-down list when working in Internet Explorer 11.

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

·       Approvals

·       Approval delegation

·       Request on behalf

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

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

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

 

Program and Project Management

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

  

Asset Management

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

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

  

Integrations

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

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

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

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

 

MT Console

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

Fixed issue where clicking View requests or View incidents in the MT console dashboard after selecting a filter, did not apply the filter to the corresponding grid page.

  

ITSM

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

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

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

Fixed issue where a survey notification displayed the words While we have you without any actions to perform.

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

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

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

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

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

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

  

Change & Service Level Management

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

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

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

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

 

Documentation & Localization

The Support request workflow screenshot was updated in the documentation.

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

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

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

The portal tour is now available in Norwegian.

 

For the full documentation, see the Service Anywhere Help Center. 

 

 

August 2016 Release Preview - What's NewOpen in a New Window

HPE Service Anywhere August 2016 release features:

  • Mobility
  • Security
  • Efficiency

Check out all the new features for the upcoming release in the attached. This is a preview of what's going to be available in August 2016. 

Stay tuned for more information as we get closer to the release.

If you are an existing customer, you should be getting important update information from your HPE SaaS Customer Success Manager.

 

19 June 2016 CDU Release NotesOpen in a New Window

We are pleased to announce the release of the latest CDU today 19 June 2016.

Attached are the release notes for the latest information on ehancements, fixed defects and notes and limitations.

For the full documentation, see the Service Anywhere Help Center.

 

 

 

 

 

 

 

 

 

19 June 2016 CDU Feature and Fixed Defects PreviewOpen in a New Window

**This is a premilimary list that will be finalized only on 19 June 2016, the production date for this CDU release.**

Feature:

  • Knowledge indexing now supports SharePoint 2013 as well as 2010. Both versions can be downloaded from the On-Premise Bridge download center in the UI.

Enhancements and Fixed Defects:

  • When opening a drop-down list of records, the list does not display until it is updated according to any field selection rules defined.
  • The Approval page in the Self-Service Portal now displays the parent record ID for each approval.
  • Chat status update notifications are sent only when the chat status is changed from or to Pending.
  • When a survey is completed, the form is scrolled to the top of the page.
  • Fixed issue where the global search failed to return all the request records and the offering records without service definitions.
  • For users logged in under a floating license, upon logging out via the logout link, the license slot becomes available for another user.

 

29 May 2016 CDU - Release NotesOpen in a New Window

We are pleased to announce the release of the latest CDU today 29 May 2016.

Attached are the release notes for the latest information on ehancements, fixed defects and notes and limitations.

For the full documentation, see the Service Anywhere Help Center.

 

29 May CDU Preview - Enhancements and Fixed DefectsOpen in a New Window

**This is a premilimary list that will be finalized only on 29 May 2016, the production date for this CDU release.**

29 May 2016 CDU Preliminary Enhancements & Fixed Defects

Fixed issue where an error was generated when using a Set multiple field business rule to set a value for a rich text field.

The UI no longer freezes when editing a Set multiple field business rule.

When a survey is completed, the form is scrolled to the top of the page.

When clicking links in the description field of an offering in the Self-Service Portal, a new browser tab is opened.

Links to an offering containing the format supportPage work properly (in addition to links with the offeringPage format).

Fixed issue where user options failed to display and an error was generated when the localization data for the user options exceeded the limit.

When performing an action on a record via Email integration, the email is attached to the record for every type of action.

Fixed issue where an icon indicating unsaved changes to a request record was displayed even after the record was saved.

Fixed issue where a message prompting the user to save the record was displayed when selecting a rich text field even though no changes were made.

Fixed issue where a message prompting the user to save the record was displayed when selecting a numeric user option field even though no changes were made.

Fixed issue where the Live Support module failed to open properly when clicking Live Support while editing an existing request with unsaved changes.

The JRE version used in the On-Premise Bridge installation wizard has been upgraded to Java version 8.

 

8 May 2016 CDU - Release NotesOpen in a New Window

We are pleased to announce the release of the latest CDU today 8 May 2016.

Attached are the release notes for the latest information on ehancements, fixed defects and notes and limitations.

For the full documentation, see the Service Anywhere Help Center.

 

Getting Started with Service Anywhere Guide - May 2016Open in a New Window

There is a newer version of this guide, please see Service Anywhere Implementation Guides - August 2016

----------

Hi everyone,

We are pleased to release the next version of the Getting Started with Service Anywhere guide.  This guide is a great resource for new Service Anywhere customers, as well as those looking for ideas on next steps.  The focus on the guide is more on the what and why, rather than the how – meaning it focuses more on the high level explanations of what you need to do in order to get started, and why you need to do it, but the actual steps to do so are going to be found in the on-line help.  The guide does provide relevant links to the on-line help throughout, so if you want to learn more immediately it is only a click away.

If you are already familiar with the guide we’ve added even more content to this version, including:

  • The Change Management process
  • A deeper look at SACM

Additionally, there are two new appendices that do dive into actual use cases and business rule examples.  In the first new section there are use case examples (with code snippets attached where applicable) that include:

  • Automatic Assignment
  • Entitlements
  • Data Domain Segmentation
  • Business Intelligence Synchronization

In the second new appendix section we look at some commonly encountered business rules that solve specific needs, such as:

  • Removing a value from a list with a rendering rule
  • Dealing with set field rules that reference records that don’t yet exist on production
  • Making a record read only after the process has been closed
  • Adding the date and time to comments in a readable format
  • Display only the third level of Record Categories to the Agent
  • Concatenate text into a single field
  • Suggest Groups based on multiple related fields in a single suggestion using the union function
  • Creating very specific suggestions for Groups using the union and intersect functions
  • Sending notifications to only the first filled in recipient

We hope that you continue to find the guide useful, and please feel free to send us any feedback or suggestions you might have.

Attached are the .pdf version of the guide, as well as an epub tablet-friendly format.

 

Location updates for March 2016 releaseOpen in a New Window

The March 2016 release includes the ability to hide inactive locations in some record types. To fully activate this feature, follow the steps in the attached pdf.

 

Field properties - updated docsOpen in a New Window

Attached is a correction to the Field properties topic in the Help Center. Please use it as a reference for the maximum number of fields that can be added to a record. This information is new and updated. 






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