Version 18.1
Enhancements and Fixes for the HR (Agent) app, and the ESP (Employee Service Portal) app.
Deploy to Test tenants
Deploy to Production tenants
2019-11-02
2019-11-16
Release Notes - What's New in v18.1
November 2019 Reports update
Release Type: Reporting
Deploy to Test tenants
Deploy to Production tenants
2019-11-16
2019-11-16
18.0.9
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-10-19
2019-10-19
Issue
Type
Application
Interface Change?
Issue #
Inline images in a solution are not displaying after a certain number of days
Fix
Agent and Portal
No
6530
18.0.8
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-10-19
2019-10-19
Issue
Type
Application
Interface Change?
Issue #
Search results don't render when XpertHR is disabled
Fix
Agent
No
6605
Clicking on a file attachment that is part of an outgoing email could display an error (Error: The specified key does not exist)
Fix
Agent
No
6608
Version 18
Release Type: Major Release
Deploy to Test tenants
Deploy to Production tenants
2019-09-28
2019-10-19
Release Notes - What's New in v18
August 2019 Reports update
Release Type: Reporting
Deploy to Test tenants
Deploy to Production tenants
2019-08-09
2019-08-09
New Categories
- SLA
- SLA Definition
- SLA Control Point
- Case View Log
- Solution View Log
New Joins
- Outer join from Case to SLA (outer join as a case may not have a sla)
- Outer join from SLA to SLA definition (outer join as we want to be able to traverse case --> sla --> sladefinition)
- Outer join from SLA Definition to SLA Control Point (outer join as it's allowed to have a sladefinition without any control points)
- Outer join from Case Activity Log to SLA (enable reporting off of sla activities on a case. sla added, removed, etc.)
This enables
- Creation of Case SLA reports. For example, for a set of cases, display associated SLA, control point, Initial Response information, SLA violation, Target resolution information, etc.
- Creation of SLA Admin reports. For example, a report on just the SLAs that are defined in the system using only the SLA Definition category. Optionally, join in the SLA Control Point category, which would also provide for the control points. Note that there can be zero or many control points for a SLA definition.
- Creation of SLA activity reports (SLA added, SLA removed, etc.)
- Creation of Portal Page View reports
Version 17.12
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-07-20
2019-07-20
Issue
Type
Application
Interface Change?
Issue #
Viewing an Event Rule action of ""Set labels to only include"" doesn't show the selected label(s)
Fix
Agent
No
6341
Possible error when attempting to delete a single Notification multiple times
Fix
Agent
No
6336
Number of cases may be wrong on the console (especially for the ""Owned by me"" filter), which can also affect the paging controls, hindering a user's ability to navigate beyond the first page of results.
Fix
Agent
No
6345
July 2019 Service Release - Portal
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-07-13
2019-07-13
Issue
Type
Application
Interface Change?
Issue #
User sessions will now time out after 20 minutes of inactivity
Change
Portal
No
6244
Version 17.11
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-06-29
2019-06-29
Issue
Type
Application
Interface Change?
Issue #
Avatars sometimes don't show on Console (bug introduced in v17.10)
Fix
Agent
No
6324
Item counts on console could be incorrect (bug introduced in v17.10)
Fix
Agent
No
6328
Version 17.10
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-06-22
2019-06-29
Issue
Type
Application
Interface Change?
Issue #
Home page - the saved query list is not ordered correctly
Fix
Agent
No
6292
Case page - File attachments are not ordered correctly
Fix
Agent
No
6291
Deleting all in-app notifications could throw an error
Fix
Agent
No
6300
Improve SQL query performance, especially during application startup
Enhancement
Agent
No
6222
June 2019 Service Release - Reporting
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-06-15
2019-06-15
Issue
Type
Application
Interface Change?
Issue #
Fixed inaccurate results when filtering on the Workgroup field of the Users category. This resolves an issue with some user reports returning ""No data qualifying for reports""
Bug Fix
Reporting
No
124
Reports that include the user's Recent Items data will be limited to the first 2000 characters.
Change
Reporting
No
124
Add Event Rule Change Log category. Allows for creating reports for event rule changes (Which rule, Who, When)
Enhancement
Reporting
No
125
Version 17.9
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-05-24
2019-06-01
Issue
Type
Application
Interface Change?
Issue #
Error when displaying in-app notifications for cultures other than en-US
Fix
Agent
No
6258
SQL error on case pages that use flexible attributes (Test tenants only)
Fix
Agent
No
6249
Improve transaction handling within SLA timer engine
Fix
SLA
No
5888
Changing permission on a case flex field can cause a stack trace and may lock non-sysadmins out of the system
Bug
Agent
No
6221
Notifications are not in correct timezone
Bug
Agent
No
6263
Version 17.8
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-05-04
2019-05-18
Issue
Type
Application
Interface Change?
Issue #
Copy/paste from one case to another can copy hidden form elements causing the user to be logged out
Fix
Agent
No
6125
Resolve missing Hindi string translations
Fix
Agent
No
6089
Rename ""Manage Employee Filters"" permission to ""Manage Employee Categories""
Fix
Agent - Setup
Yes
6233
Unexpected horizontal scrollbars on My Questions widgets due to ""long"" words
Fix
Portal
No
483
Solutions that contain only an image and no text could incorrectly render as a 404 error (page not found)
Fix
Portal
No
485
Exago report could fail in certain circumstances if report included employee flexible attribute data restrictions
Fix
Reporting
No
6184
Reporting based stats are now calculated hourly, instead of real time. More details below
Change
Reporting
No
Reporting based stats are now calculated hourly, instead of real time
The following calculated reporting fields are no longer calculated in real-time. Instead, they are calculated hourly, and stored in the database.
This allows for much faster reports that display these calculated pieces of data. The downside is that it's not real-time, but may be out of data by no more than 60 minutes.
These fields are typically used in historical reports (nightly/weekly/monthly/yearly), as opposed to real-time dashboards.
This is the list of reporting fields that are now calculated and stored hourly:
- FirstCloseDate
- FirstCloseResolution
- FirstReopenDate
- LastCloseDate
- LastCloseResolution
- LastReopenDate
- NumAttachments
- NumNotesLogged
- NumTimesClosed
- NumTimesReopened
- NumUpdates
- TotalMinutesToFirstClose
- TotalMinutesToLastClose
April 2019 Service Release - Reporting
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-04-13
2019-04-13
Issue
Type
Application
Interface Change?
Issue #
Error when running a report as an employee who has data restrictions based on employee filters
Fix
Reporting
No
6184
Version 17.5
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-02-16
2019-02-16
Issue
Type
Application
Interface Change?
Issue #
RoleEmployeeFilter needs to be marked serializable
Fix
Agent
No
6160
Version 17.4
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2019-02-16
2019-02-16
Issue
Type
Application
Interface Change?
Issue #
Styling text appearing on some emails sent from Dovetail and received in Outlook
Fix
Outgoing Email
No
6146
New event rule action - Assign case to user. More details below.
Enhancement
Agent
Yes
6104
Argument Out Of Range Exception: The added or subtracted value results in an un-representable DateTime
Fix
SLA Engine
No
6088
Workday worker status processor should process 1 as True
Fix
Workday Integration
No
5863
Upgrade Workday Web Services from 25.0 to 31.1
Maintenance
Workday Integration
No
6113
New event rule action - Assign case to user
Example: When a case is created with a case type of "Time Off", or a case's type is changed to "Time Off", automatically assign the case to the user "Danielle Davis".
Note: If the user is Inactive, the auto-assign will not happen, and a message will be logged to the case timeline. Example: Event Rule Error. Target User 'ddavis' of Assign must be Active
January 2019 Reports update
Release Type: Reporting
Deploy to Test tenants
Deploy to Production tenants
2019-01-05
2019-01-12
Reports will be moving from one folder (Default Reports) to subfolders based on report types. Because of the move into folders, any scheduled versions of the current Default Reports will need to be rebuilt following the update.
New reports and dashboards are also available.
Complete details about the January 2019 Reports update are available here
Version 17.3
Release Type: Service Release
Deploy to Test tenants
Deploy to Production tenants
2018-12-15
2018-12-15
Issue
Type
Application
Interface Change?
Issue #
Table styles in outgoing emails don't render properly
Fix
Email Services
No
6096
Text Line-height affected by highlighting
Fix
Agent
No
6108
Saving of routing rules could cause an application crash
Fix
Agent
No
6099
Some rich-text formatting could be missing when a solution is viewed by someone other than the solution owner.
Fix
Agent
No
6100
A Workflow action (such as Yank) on a case could fail due to unexpected content in an incoming email (such as a
div element with a
data-module attribute)
Fix
Agent
No
6095
Event Rule actions - use a larger textarea rather than a single-line textbox for notes for the following actions: (Close Case, Mark Case for redaction, Unmark case for redaction)
Fix
Agent
Yes
6058
Updates for Norwegian strings
Fix
Agent, Portal
Yes
6101
Version 17
Release Type: Major Release
Deploy to Test tenants
Deploy to Production tenants
2018-11-17
2018-11-24
Release Notes - What's New in v17
Reference
Attribute
Description
Issue
Description of the issue
Type
Whether the issue is a fix or an enhancement
Application
The primary product area(s) impacted by the issue
Interface Change?
Indicates whether the fix includes changes to the user interface, which may impact your training materials
Issue #
Dovetail Internal Tracking Number