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Service Anywhere February 2017 CDU Release NotesOpen in a New Window

To get the latest infromation on the contents for the February CDU, click here to access the Release Notes. The file is posted on our resources page in the HPE Live Network.

Included in the Release Notes are:

  • New Features
  • Fixed Defects
  • Support Matrix
  • Supported Integrations

 

February 2017 CDU ScheduleOpen in a New Window

We are delighted to announce that the 2017 February 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 19 February 2017.
  • For customers with Service Anywhere instances hosted in the USA Austin data center, the CDU will be deployed on 26 February 2017.

 

February 2017 CDU Enhancements & Fixed DefectsOpen in a New Window

The February 2017 CDU includes the following enhancements and fixes:

**Note: This is a preliminary list and subject to change till the production date.**

Enhancements

BI administrators can now configure multiple BI sync configurations and choose to export only the last updates occurred on the specified record types and fields during a specified time frame.

Add notifications for OPB endpoint integration failures in the form of a notification mechanism for the OPB agent to send email notifications if the agent doesn't reach the server for 30 minutes, 2 hours, or 1 day. The notification is enabled by default on agents configured after February 2017 CDU deployment. For the agents configured before February 2017 CDU deployment, you can edit the agents to enable the notification.

Self-Service Portal improvement:

  • When email integration is configured and on in Self-Service Portal, the users can now receive error notifications if they use email addresses that do not belong to any Service Anywhere account to send emails. They can only receive one error notification in 30 minutes, and they can use the email integration 30 minutes after their first failed email if their email addresses are added to Service Anywhere. Administrators can enable or disable this notification in the Self-Service Portal Feature Settings. It is on by default.
  • The redesigned request tracking page was introduced in November CDU and it was off by default. It becomes on by default in January 2017.

Fixed Defects

The case exchange REST executor over OPB now provides proper JSON encoding of entity fields.

Services removed in UCMDB are now decommissioned in Service Anywhere.

Setting the default value of a rich text field in an offering no longer causes a condition evaluation error. 

Filter while using Live Support is now working correctly. 

A new monitor was added to catch and prevent instances of a ticket being closed but the OLA/SLA continuing.

Tasks in task plan are no longer stuck in 'Not Running' due to null value in the Assignment Group. 

The Request on Behalf button no longer disappears when using some mobile devices.

Request list page was refactored to increase performance and no longer hangs when using IE or Chrome browser. 

 

 

Search EnhancementOpen in a New Window

The searching lists function has been enhanced to include the ability to search for strings contained in a value and not just the beginning of the value. For example, searching for the string 'John' returns David John Smith or David John.

You can use this new functionality when searching in the following list fields:

  • Person
  • Group
  • Location
  • Category
  • Offering

This is enabled by default on all development tenants as of this week. It will be enabled on production tenants per the following:

  • Production tenants of small and medium customers - 30 January 2017
  • Production tenants of gold and platinum customers - 8 February 2017

 

 

 

February 2017 CDU Preview - What's NewOpen in a New Window

The February 2017 CDU includes the following new features and enhancements:
**Note: Content subject to change up until date of release.**

BI administrators can now configure multiple BI sync configurations and choose to export only the last updates occurred on the specified record types and fields during a specified time frame.

Specified recipients can receive email notifications when the OPB agent has not reached Service Anywhere server for 30 minutes, 2 hours, or 1 day. The notification is enabled by default on agents configured after February 2017 CDU deployment. For the agents configured before February 2017 CDU deployment, you can edit the agents to enable the notification.

Self-Service Portal improvement:

  • When email integration is configured and on in Self-Service Portal, the users can now receive error notifications if they use email addresses that do not belong to any Service Anywhere account to send emails. They can only receive one error notification in 30 minutes, and they can use the email integration 30 minutes after their first failed email if their email addresses are added to Service Anywhere. Administrators can enable or disable this notification in the Self-Service Portal Feature Settings. It is on by default.
  • The redesigned request tracking page was introduced in November CDU and it was off by default. It becomes on by default in January 2017.

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

 

Known Issue - RESOLVEDOpen in a New Window

The following issues are RESOLVED (they affected only the following farms: London, Paris, Canada, and Trial/POC data centers).

  • You may experience a failure when performing Dev2Prod, which is what you do to synchronize the configuration data between your development and your production tenants.
  • Anyone that does not have Admin permissions is unable to export reports.

These issues have been fixed with the deployment of a hotfix released onto the data centers today 11 December 2016.

 

Service Anywhere December CDU Release NotesOpen in a New Window

You can find the Release Notes for the December CDU release of Service Anywhere on the HPE Live Network here.

For details on production dates, see this post.

 

Strong Identitiy Validation Technical White PaperOpen in a New Window

The Strong Identity Validation white paper provides a technical explanation of the Service Anywhere strong identity validation feature implementation. You can access it here on our Resources page in the HPE Live Network.

As part of Service Anywhere objectives, security control enhancements are implemented to ensure proper usage by our customers. The central concept behind the strong identity validation feature is to provide you with an additional level of user identity validation for selected operations.

 

If you found this document useful or want to provide any comments, feel free to use the documentation feedback link at the end of the pdf.

Click here to access the full Service Anywhere Help Center online.

 

 

December CDU Dates and ContentOpen in a New Window

We are delighted to announce that the December CDU is scheduled per the below dates.
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 4 December 2016.
  • For customers with Service Anywhere instances hosted in the USA Austin data center, the CDU will be deployed on 11 December 2016.

Here is a list of Enhancements and Fixed Defects for the release:

 

Fixed issue where, when applying a Change template to a Change record, only the fields on the currently selected tab were populated by the template values. Now, all relevant fields in all tabs are populated by the template values.

The record history now displays the content of rich text fields.

Fixed issue where the CSV import feature failed to validate the content of a JSON attachment to an imported device record, resulting in corrupted record data.

Fixed issue where the Operations Orchestration integration timed out after 30 minutes.

Fixed issue where automatically generated comments exceeded the character limit and it was impossible to close the record. If the comment length exceeds the 10,000 characters limit, it is truncated to 9,000 characters. A file containing the entire comment is generated and a link to it is added to the comment.

Fixed issue where the Post button was blocked by the Your answer message box when entering text or pasting images in the Hot Topic Analytics module under Knowledge Management.

Fixed issue where it was not possible to scroll horizontally in the Change calendar module when changes were visible when working in Internet Explorer.

Fixed issue where an error was generated when a localized parameter value was not evaluated properly in a notification template.

Fixed issue where Add comment notifications for Request records were not sent to the requester if the data domain of the record did not match his domains.

Fixed issue where the system failed to adjust the time zone calculation for Daylight Savings time in grid page filters and returned an incorrect date.

It is now possible to remove all of the fields from a form (to have an empty form).

The documentation was updated to state that files attached to a Knowledge record in the Attachments section are not visible in the Self-Service Portal. You can drag and drop file attachments into the Content area of a record so they will be visible in the Self-Service Portal.

Fixed issue where business rules setting the data domain value were incorrectly applied to request records created in the Self-Service Portal.

Fixed issue where a single Email integration task was running as multiple tasks causing the Email integration to fail.

Fixed issue where duplicate month labels appeared on the X-axis for By month reports.

Fixed issue where the calendar filter in date fields was not working correctly in the Italian user interface.

Fixed issue where filtering records by Last update time incorrectly included records that were changed externally but not updated manually.

It is now possible to copy the text and description of a business rule.

Fixed performance issues with Service Level targets.

Fixed issue where Email integration did not work properly after the On-Premise Bridge agent upgrade.

Fixed issue where the blank protocol option (other than ftp/http/https) was not available when inserting a link using the Rich text editor.

Fixed issue where after an Entitlement rule was deleted, the categories related to the rule were still displayed in the Self-Service Portal.

Fixed issue where the search suggestions were not displayed when searching on the Category page in the Self-Service Portal.

Fixed issue where a UPN value in Service Anywhere was overwritten by a value from LDAP during the LDAP sync when the values differed only in their case.

Fixed issue where entitlement rules defined by role for a user other than the logged-in user, were calculated incorrectly based on the roles of the logged-in user.

Fixed issue where it was not possible to paste an image into the Description field of a notification email when the field contained no other text.

Fixed issue where deleting a business rule and the user options connected with the rule caused an error when making further changes to the offering record.

Fixed issue where the comments to a request record were not displayed in the correct order in the Self-Service Portal.

The documentation was updated to state that the Request on behalf feature is disabled when working on a tablet, tablet PC, or a mobile phone.

Fixed issue where Live Support did not prompt the user to save before navigating away from the page.

Users with View permission for the Article record type can now view knowledge articles in the Related knowledge tab of other record types.

Fixed issue where notifications were not sent for tickets with a custom priority when the notification preferences feature is enabled.

Fixed issue where a field added to the Default values tab of offerings automatically became mandatory and you were forced to enter a value for it when saving a change to the default values of an offering.

Fixed issue where records became corrupted after running the LDAP sync.

Fixed issue where spaces between words at the end of a line in indexed articles were deleted, making the search functionality ineffective.

Fixed issue where it was not possible to export survey responses if any of the users who answered the survey or any of the records related to the survey were deleted.

 

Here are the New Features planned for the release:

  • Users are now able to edit requests in the self-service portal. For more details, see Administration > Self-Service Portal Administration > Enable users to edit requests in the Self-Service Portal in the Help Center.
  • Change collision detection, if enabled, allows users to validate changes that affect the same device, or match other predefined filters, and ensure that the changes do not occur at the same time.
  • The Live Support user interface now enables agents to more quickly and easily deal with (a) the next request for the current caller, and (b) the next caller.
  • News items are now displayed in the search results in the mobile app.
  • New user interface options for tenant settings for default time zone and task parameter evaluation:  A default time zone setting can be assigned and then used for the Expression Language format date function. A new task parameter setting allows users the flexibility to determine when a task or approval’s parameters are evaluated. You can set the evaluation to be based on the time the task is created or executed.
  • Users can now run a mock BI integration using sample data in the BI sync playground before running the BI sync on actual data.
  • Two new Expression Language functions calculate business duration and end time. One calculates the business duration of an issue based on the end time and the work schedule. The other calculates the end time of an issue based on the duration and the work schedule.
  • Restrict/Allow fields business rule – A new business rule template for the user to enable or disable fields of a record type for editing. You can enable/disable all fields or selected fields.
  • New chat requests are automatically displayed in a desktop notification to the relevant agents handling a request that is opened in the Self-Service Portal.
  • The Preview pane now provides a visible indication that a new record is loading when you select a record in the List view to prevent users from editing the wrong record.
  • When a user is in any Request page, the most recently used view options are displayed (up to 20).
  • In the Self-Service Portal, the new search results page is now aligned with the category page and also displays news. It can also redirect users to the relevant request if they enter their request ID in the global search.
  • A tab displaying all questions is now available in the Self-Service Portal for tenants that use Q&A.

 

**All dates and content are subject to change up until the proposed production date.**

 

Service Anywhere December 2016 Release Overview Session=> CANCELLED until JanuaryOpen in a New Window

The scheduled release overview session that was scheduled for the 7th of December is currently cancelled and will be postpone to a later date.

A new announcement will follow once a new date is set.

 

Please note that this has no impact to the actual December CDU which was released already and has been accompanied by What’s New notices and Release Notes.

 

 

 

 

Hot fix deployment this weekOpen in a New Window

The hot fix deployed this week included fixes for the following defects:


• LDAP endpoint sync using the OPB no longer corrupts user records. (ticket: SD00225414)


• If a default value is added to an offering, the workflow no longer runs the validation business rules requiring mandatory fields to be entered. (tickets: SD00225085; SD00226445; SD00226009; SD00226560)

 

ISSUE RESOLVED - creating new LDAP Endpoints after the November CDUOpen in a New Window

The issue reported on 11 November has been resolved with a hot fix that has deployed on all tenants. You can now enable your LDAP endpoint connections.

Thanks!

 

Resources for Customers - a summary of valuable places and programsOpen in a New Window

Hi everyone, 

Please find attached an updated "Resources for Customers" document, summarizing some valuable places and programs for Service Anywhere customers. Be sure to check out the 'hot tips' includes throughout! 

Click here for the file.

 

On-Premise Bridge (OPB) Customers Only – Troubleshooting InformationOpen in a New Window

If you find that there is an issue with your On-Premise Bridge (OPB) after a CDU deployment, you can follow these steps to backup and restore your OPB so it is fully functioning.

Perform these steps ONLY if you have a problem with your OPB after the CDU deployment.

All steps in this procedure should be performed within 30 minutes. If for any reason, you cannot complete the procedure within 30 minutes, contact HPE Support.

  1. Backup the OPB. Copy the whole folder containing the OPB files from its current server onto a separate location.
  2. Stop the agent. Stop the service running the OPB on the OPB server.
  3. Stop/Disable the endpoints. In Service Anywhere, go to the Utilities > Integration > Endpoints page. Click Stop (disable)for each endpoint.

  4. Uninstall the OPB agent.

    Uninstall the agent from the server on which it is installed.
    Ensure that the whole folder is removed from C:\Program Files\HP\On-Premise Bridge Agent or where it resides on the server. 
    If the folder was not removed, delete it.  If the delete fails due to a file in user error, ensure that you do not have any of the files open in another application like a text editor.  

    If you are unable to determine why the file is in use you may have to reboot the server.

  5. Download the latest agent and install it.
    For details, see https://saw.saas.hp.com/help/en/full/Content/Platform/plfrmOpbUseAgent.htm#.
    Do not start the agent.

  6. Copy the configuration files from backup.
    Copy the configuration files listed here from the backup you copied in step 1 of the previous OPB installation to this new OPB installation. The files are located in C:\Program Files\HP\On-Premise Bridge Agent\product\conf or where it was installed on the server.

    agentCredentialsStore.xml
    credentials.xml
    key.bin
    wrapper-customer.conf
    wrapper-maas.conf
    server-connection.conf
    dump.conf

  7. Start the agent and the endpoints.

 

Service Anywhere November CDU Release NotesOpen in a New Window

To get the latest infromation on the contents for the November CDU, click here to access the Release Notes. The file is posted on our resources page in the HPE Live Network.

Included in the Release Notes are:

  • New Features
  • Fixed Defects
  • Support Matrix
  • Supported Integrations
  • Notes & Limitations

 

Service Anywhere Implementation Guides SurveyOpen in a New Window

Service Anywhere Community,

The Getting Started with Service Anywhere Guide and Service Anywhere Configuration and Troubleshooting Guide are a great resource for new Service Anywhere customers, as well as those looking for ideas on next steps.

With the guides now actively used by our community as part of implementations or just answering specific questions, we are asking for your assistance to make them even better. Please take a few minutes to complete this survey and tell us how you are using the guides, if you found them useful and what additional content you would like to see.

For more details about the latest version of the guides, please see this post.

Thank you for your participation!

 

Resources for the Service Anywhere Free Trial UsersOpen in a New Window

Welcome to the Service Anywhere Trial!!

 We’re prepared a list of resources to help you make the most of the Service Anywhere free trial.

Getting Started

  1. Take the 3 tours from the Service Anywhere map presented on login
  2. Deploy demo data for the trial
  3. Add team members to access your dedicated trial

 

Got a Product Question?

  1. Check online help including this list of video resources
  2. Search the Community – many of the common questions have already been asked and answered in either the Q&A or Learn sections
  3. Still can’t find the answer? Post a question to the Community in the Q&A section. (You will need an HPE Passport account, which is separate from your SaaS portal login.)

 

Ready for More?

Past the basics and looking for a deeper level of detail?

  1. Getting Started guide and Implementation guide posted here – the guides describe important concepts and processes that Service Anywhere supports. They also point out the important areas to consider when setting up the product for a specific company, tips for implementing some of the more common use cases other customers have encountered, as well as troubleshooting information.
  2. How To demos from product experts for the SaaS channel (register, click SaaS SAW)

 

 

6 November 2016 CDU ContentOpen in a New Window

The November CDU is now scheduled for 6 November 2016 and here is what you will be getting.
**Note: Content subject to change up until date of release.**

NEW FEATURES:

Mobile app improvements:

  • When sending/receiving links in an email, if they are retrieved using a mobile device, the link takes you straight into the right context in the app if you are logged in. If you are not logged in, the link opens the login page and then the right context.
  • You can now access multiple tenants in the app, as well as log in with multiple users. You have to log out and log in again with the right credentials.
  • Users can now see a list of offerings that have been flagged by administrators as useful and worth promoting in the mobile app.

Self-Service Portal Improvements:

  • Based on extensive user feedback, the request tracking page has been redesigned. As the change impacts end users accessing the Self-Service Portal, administrators can switch to using this new and improved page by selecting to enable it in the Self-Service Portal Feature Settings. It is off by default for this release.
  • The new tracking page has many usability improvements, including making attachments more visible, simpler management of request visibility, and better visualization of closed requests.
  • Administrators now have the ability to make closed requests uneditable.

ChatOps improvements:,

  • Configuration procedures have been optimized.
  • You can now update and view bot status from within Service Anywhere.
  • More record types are now supported (only incident was previously supported).
  • More commands have been added.

Live support has improved save performance.

Improvements to the HPE Operations Orchestration integration.

You can now perform case exchange integration for change records using a new case exchange framework for integration with external systems.

You can now more easily debug issues that may arise while using the OPB agent by enabling the java thread dump for OPB agent operations.

Survey data can now be exported to XLS or XLSX format.

You can now override any existing phase when an article is imported.

We now provides the ability to override all pending approvals even when multiple approvers are required.

FIXED DEFECTS:

The Download modeling template link in the SACM configuration dialog box now works properly in Internet Explorer.

The BI Integration ongoing data sync output now displays a blank space for an unchanged field and displays <NULL> for a field whose value has been deleted.

Corrected the Simplified Chinese translation of Service offering and Support offering.

The maximum size for the different field types were updated in the Field properties page of the documentation.

The forms for the Person record type were added to the table in the Forms overview page of the documentation.

The documentation now specifies that an XSRF token cookie sent in connection with a request to connect to the REST API must include a version number.

The list of available languages for users and contacts now includes Norsk (Bokmål).

The documentation was updated to indicate that the transition from the Review phase to the Initial support phase in the Incident workflow is automatic or manual.

Fixed issue where the tenant ID was included in the URLs of images uploaded to rich text fields.

Fixed issue where the Requested For drop-down list failed to display properly when adding a bundle to a cart request in the Self-Service Portal.

Corrected the translation of the calendar column headers in personal and group schedules for several localized languages.

Fixed issue where the overall status of an SLT target did not match the data in the SLT history dialog and added SaaS monitors for SLT health.

Fixed issue where the company logo was missing from some email notifications.

Fixed issue where entering a search string in the Self-Service Portal including a slash or backslash character generated an error.

Fixed issue where an MT Console user was able to open the New incident dialog even though the same user did not have Create permission on the managed tenant.

Improved performance when opening an offering page with many workflow business rules defined.

The Self-Service Portal tracking page link no longer appears in notification emails sent to request assignees.

Fixed issue where a duplicate ticket was created when double-clicking the Save button in Live Support.

The Service Asset and Configuration Management modeling use case document was added to the documentation.

The Hot Topic Analytics in Survey Management now displays the full text of survey answers when drilling down to the full details.

Fixed issue where an error was generated when entering data in the Title or Description fields on the Live Support page in a farm containing multiple tenants.

The submission times of the questions on the Q&A tab under Knowledge Management are translated properly in all cases, including the format of X hours ago.

The Incident model drop-down list on the New incident page no longer displays the ALL PEOPLE header.

Fixed issue where the cursor jumped to the beginning of a line when typing in the Self-Service Portal.

Fixed issue where the available values in a drop-down list failed to update based on the entered search string.

Fixed issue where clicking Set as landing page from the star icon next to a module without having set a home page, generated an error.

Fixed issue where the Add rule button disappeared from the New Time period page when Work schedule was selected as the Type.

Fixed issue where the Service Anywhere main menu appeared truncated.

Fixed issue where the Your requests > Following page in the Self-Service Portal failed to display requests where you are a member of a group in the Followed groups section.

Fixed issue where the FRS REST call to download the status of a BI sync operation failed and generated an error for users without tenant admin permission.

Fixed issue where a date value in some date fields was changed after saving the record and reopening it.

Fixed issue where a date value in some date fields was corrupted when selecting a date prior to July 24, 1974.

 

 

Service Anywhere Implementation Guides - September 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:

  • Added Release Management process
  • Updated sections to reflect system changes

New in the Configuration and Troubleshooting Guide:

  • Added Business Rule Example for Passing parameters to notification Templates
  • Added Configuration Use Case for Configuring the LDAP/SAW Integration
  • Updated text to reflect changes in the current release

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

 

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.

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