release notes - ivanti

FrontRange Solutions HEAT Service Management

HEAT Service Management v 2013.1.2 Multi Language Version

HEAT 2013.1.2000.18

Release Notes Copyright 2013

HEAT Service Management V2013.1 release note

Copyright 2013 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies.

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Table of Contents

About this Release ............................................................................................................... 3 Existing Customers Access to HEAT 2013.1.x ................................................................. 3 Upgrade instructions for HEAT Service Management 2013.1.2 customers ................... 3 Resolved Issues ................................................................................................................... 3 System Requirements.......................................................................................................... 5 Compatibility Matrix for HEAT Products.......................................................................... 13



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About this Release

Version 2013.1.2 of HEAT Service Management Solution is an updated version of the HEAT 2013.1 version of the product. It contains all features and capabilities and issues fixes reported by customer for that release. Please refer to 2013.1 release note for detailed feature descriptions of the overall product.

Existing Customers Access to HEAT 2013.1.x

For Current HEAT 8.x, 9.x; or ITSM 6.x and 7.x customers. Please contact your Account Manager for the latest migration programs.

Upgrade instructions for HEAT Service Management 2013.1.2 customers

This is a full installable upgrade for your 2013.1 product. This version does not contain a delta package for upgrade. Please follow the following steps to apply this change:

1. Un-install your existing 2013.1 product 2. Install version 2013.1.2 of the product 3. Re-import the license file If you wish to preserve your existing system configuration or content changes: 4. Do not change your Configure Database 5. Do not re-import the content/demo database

Resolved Issues

Issue Incident# Issue Title Description Resolution

208276 22922426 Cannot create Service Requests from the Client UI. Exception: Ambiguous column name 'RecId'..

Query with same field from two objects resulting in this error

Fixed query to return accurate result when same field name is present from two different objects

208200 22923599 Dashboards do not auto refresh for new roles Autorefresh for dashboard is not working if tab is not named as Home

Fixed autorefresh irrespective of tab names as Home

208153 22924210 Since 2013.1.1 update, 'Comments' control has stopped working in Chrome - acts as if read only.

HTML editor to add comment is read only and not letting user type in to the editor

Comment can be added by typing into the HTML editor

208069 16304 Scheduled Bulk Uploader jobs are not running on customer Production Server

Scheduled bulk uploads are not running as being configured in the system

Fixed by using UTC time format on server running the schedule



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207812 15678 Pivot Table dashboard parts referencing fields on FRS_data_escalation_watch from Incident generate error: Exception: ObjectTableMap field p0.L3Passed is not found in table FRS_data_escalation_watch#.

Pivot Table dashboard parts referencing fields on filters throws exception

Fixed issues when filters includes related objects fields

207765 16225 When client is running in Spanish locale any drill down on dashboard parts grouped by status returns no records.

Issue with running search condition using localized value

Fixed issues with searching data when localized value is passed

207303 22918562 'Pin It' to watch list in NewUI does not display notification to inform user that the item has been pinned.

New dialog has missing styles

Added styles to new dialog

207136 16233 Recent Items not being created in Watch List. Recents were updated when use logs in and not during the session

Fixed by updating recent items whenever watchlist is used

207110 16621 Adding a field to Base Object(knowledge), gets the error "Can't create relationship GroupAudit with non-empty legacy relationship name AuditHistoryRelationship"

The field creation failed when the system attempted to delete this legacy relationship as part of the schema change process.

Fixed to not delete this legacy relationship. Deletion is not required to correctly add the field.

207006 16048 Error when changing name of Request Offering: "Exception: TargetVariant.ServiceReqTemplate"

QA has not been able to reproduce. Issue fixed by unknown change.

202526 15884 'Upload Attachments' control when set to be a required field still warns it is required and needs populating after attachment has been uploaded.

'Upload Attachments' control when set to be a required field still warns it is required and needs populating after attachment has been uploaded.

Fixed in code to check for validation when required is set for the control

205146 22911178 When the position of grid columns of different sizes are changed in the admin console, users who have previously viewed the form see the columns as retaining the size

User personalization store the grid order for each user overriding the changes made by

Fixed issue by overriding user personalization if Admin has made



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of the column previously in that position. admin metadata changes for grid

204875 15764 Vix LocationGroup.CI form will not open. Grid displays, and form displays in preview pane when record highlighted, but double clicking the record or clicking 'Go To' does nothing.

QA has not been able to reproduce. Issue fixed by unknown change.

203287 15408 Integration Connection created and modified dates are in US format (not based on user locale).

Date shown on client is in UTC

Fixed date to show in local time and format

200146 14765 Changing the column width in Business Object Grid not respected in Client Grid View.

User personalization store the grid order for each user overriding the changes made by admin

Fixed issue by overriding user personalization if Admin has made metadata changes for grid

System Requirements

Please note that requirements will vary by implementation. Contact your FrontRange representative for more information. For the latest requirements, please contact Technical Support at http://support.frontrange.com. Provided Third-Party Software Components

As part of the installation packages, FrontRange makes a number of required third-party software components available, including: • Microsoft .NET Framework 3.5 • Microsoft .NET Framework 4.5 • Microsoft SQL Server 2012 Management Objects (SMO) redistributable • Microsoft Access Database Engine 2007 and 2010 redistributable .

These are installed by the server installer program if they are not detected on the host system.

Application Server

Hardware

System Recommended

CPU • 2 Core minimum • 4 Core recommended for heavy transaction rate and workflow/escalation usage

RAM • 4GB minimum • 8-12 GB recommended depending transaction rate and



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workflow/escalation complexity

Hard Disk 10 GB minimum free disk space (approximately 1.1 GB for HEAT system files and the remaining space for log files)

Software

Item Supported Versions

Operating System • Microsoft Windows 2008 R2 (Recommended) • Microsoft Windows 2012

.Net Framework • .Net 4.5

Web Server • IIS 7.5 (Recommended) • IIS 8.0

Reporting Server

Hardware

System Recommended

CPU • 2 Core minimum

RAM • 4GB minimum • 8-12 GB recommended depending on complexity of report

Hard Disk 10 GB minimum free disk space

Software


Operating System • Microsoft Windows 2008 R2 (Recommended) • Microsoft Windows 2012

Database Management Software

• Microsoft SQL Server 2008 R2 SP2 including Management Studio

.Net Framework • .Net 4.5



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Web Server • IIS 7.5 (Recommended) • IIS 8.0

Other Software • Microsoft Reporting Service (SSRS)

Database Server

Hardware

System Recommended

CPU • 2 Core minimum • 4 Core recommended for heavy transaction rate and workflow/escalation usage

RAM • 8 GB minimum • 12-16 GB recommended depending transaction rate and workflow/escalation complexity

Hard Disk 10 GB minimum free disk space

Please note that disk space requirement above is the minimum. For proper disk space sizing, please use the guidance below:

• Demo Database: 500MB • Average disk space requirement per record (Incident, Problem, Change, Configuration): ~200KB • Average disk space requirement per record (CI): ~500KB

Software


Operating System • Microsoft Windows 2008 R2 (Recommended) • Microsoft Windows 2012 Note: Reporting is not supported for SQL Server 2012)

Database Management Software

• Microsoft SQL Server 2008 R2 SP2 including Management Studio and full-text index • Microsoft SQL Server 2012 including Management Studio and full-text index

Other Software • iFilters (required for full-text indexing)

An IFilter is a plugin that allows the Microsoft SQL Server to index various file formats so that they become searchable. Customer should download iFilter for each document type. Download link for common document types are shown below:

Office 2007: http://www.microsoft.com/en-us/download/details.aspx?id=20109 Office 2010: http://www.microsoft.com/en-us/download/details.aspx?id=17062

http://www.microsoft.com/en-us/download/details.aspx?id=20109

http://www.microsoft.com/en-us/download/details.aspx?id=17062



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Adobe PDF: http://www.adobe.com/support/downloads/thankyou.jsp?ftpID=4025&fileID=3941:

Client Machine

Bandwidth & Latency For optimal application performance we recommend a latency of 110 ms or below with a minimum of 1.5MBits/sec in bandwidth between the Application Server and the remote location Client Machines.

Installation Instructions For detailed instructions on installation and system requirements please refer to the HEAT Installation & Deployment Guide. Note: Each installation process requires several configuration steps. Please refer to the HEAT Installation Guide for specific instructions

Special Instructions HEAT platform includes Configuration Database (ConfigDB) and Application Database (HEATSM). Configuration Database manages multiple instances (Production, Staging, and UAT). By default HEAT installer configure application server to allow access to Application DB as well as Configuration DB. During installation, Administrator can choose one of two methods:

1. By machine name (http://Appserver/HEAT/) 2. fully qualified domain name (http://Appserver.xxx.xxxx/HEAT/):

When a user login to system, the login dialog will be shown with name of application (see below):

System Recommended

CPU 1 Core

RAM 4 GB

Browser • Internet Explorer 8.0 and later version • Chrome • Firefox

Other Software/Plug-in

• Adobe Flash Player (required to display the dashboard) • Plugin for report designer (Firefox and Chrome)

http://www.adobe.com/support/downloads/thankyou.jsp?ftpID=4025&fileID=3941



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Administrators can access to Configuration Database on the application server using local host or from another machine by IP. Login dialog will be shown with combo-box to select database.

Please note that only administrative users can access the configuration database. Furthermore, the system can be configured to prevent users from seeing application combo-box by turning “RequireTenantIdInURL” flag to “true” in AppServer\Web.config <add key="RequireTenantIdInURL" value="true">. With this configuration, Login dialog no longer shows application selection.



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Known Issues 1. The following components cannot connect to SQL server using Windows Integrated Authentication:

Reporting Server Survey

If these components are required for your deployment, please use SQL authentication. 2. Windows Integrated Authentication (NTLM) is not supported in this version. However, a number of other authentication providers

are supported:

LDAP

Open ID

ADFS/SAML

Internal

3. Survey and Reporting components do not work with SSL without manual configuration. 2 URL should be changed with https. In C:\Program Files (x86)\FrontRange Solutions\HEAT\FRSSurvey\web.config <add key="SurveyIntegrationService" value="https://APPSERVER.na.frs/FRSSurveyProxy/SaaSSurvey.asmx"/> In C:\Program Files (x86)\FrontRange Solutions\HEAT\FRSSurveyProxy\Web.config <add key="ConfigIntegrationService" value="https://APPSERVER.na.frs/CentralConfig/ConfigServiceAPI.asmx"/>

4. Survey link cannot be opened with Out of the Box configuration. Customer need to change the configuration manually:

Login to ConfigDB and open Survey Information workspace.

Double click the entry to edit it and change the URL From: http://SERVER_01/Public/TakeSurvey.aspx?action=take_survey To: http://SERVER_01/FRSSurvey/Public/TakeSurvey.aspx?action=take_survey

5. The reporting components included in this version has following limitations: Reporting Service and Reporting Database must be on the same machine. This can be one of the below configuration

Application DB, Reporting DB and Reporting service on one machine

http://server_01/FRSSurvey/Public/TakeSurvey.aspx?action=take_survey



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Dedicate machine for Application DB and separate machine that contains both Reporting Service and

Reporting DB

6. When deploying HEAT Reporting Service with SQL Server Standard Edition, user will see the following message “The feature "scale-

out deployment" is not supported in this edition of Reporting Services. (rsOperationNotSupported)” when “Provision” or “Finish” button is clicked. There is an initialization bug in the System Configuration Wizard.

As a workaround, user can exit System Configuration Wizard, Re-launch, and run “Provision” or “Finish” again. 7. Reporting component supports scheduled report. However, customer must manually configure SMTP account in SSRS

configuration tool



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8. When configuring Reporting component, customer should not change

Web Service URL

Report Manager URL



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Compatibility Matrix for HEAT Products

Key

C Has been fully tested by Quality Assurance (QA) and indicates Compatibility (Supported)

W Has not been fully tested by QA for compatibility and/or integration, but Works (Supported

1)

N Has been tested by QA for compatibility and/or integration but is NOT supported due to test results

NT Has Not been Tested by QA; is currently NOT supported due to lack of testing

- Not applicable/Not Available (Not Supported)

Server Compatibility

Operating Systems HEAT 2013.1

Windows 2000 Server -

Windows Server 2003 -

Windows Server 2008 R2(includes all patch levels)

C

Windows Server 2008 Localized Languages NT

Windows Server 2012 English (64bit) C

NET Framework

HEAT

2013.1

.NET 1.1 SP1 -

.NET 2.0 -

.NET 3.0 -

.NET 3.5 sp1 -

.NET 4.0 -

.NET 4.5 C

Web Servers



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HEAT

2013.1

IIS 5.1 -

IIS 6.0 SP1 -

IIS 7.0[1] -

IIS 7.5 C

IIS 8.0 C

Database Management Systems

HEAT

2013.1

MS-SQL 2000 x -

MS-SQL 2005 x -

MS-SQL 2008R2 SP2 C

MS-SQL 2012 C*

Oracle DB -

IBM DB2 9.1 -

Note: Reporting is not supported for SQL Server 2012

Email Servers

HEAT

2013.1

Lotus Domino NT

Novell GroupWise NT

Microsoft Exchange 2007/2010* C

Supports E-mail server products that support POP3, SMTP, iMAP4

Other Integrations

HEAT

2013.1

IPCM x NT

Citrix NT

VMware ESX 4 W



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Client Compatibility

Browsers

HEAT

2013.1

Microsoft Internet Explorer 6.0 SP1 -

Microsoft Internet Explorer 7.0 -

Microsoft Internet Explorer 8.0 C



Firefox C

Google Chrome C

Safari NT

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