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Release Notes
This section contains the change log and information about known issues, breaking changes, API changes and the data warehouse for builds all 2021.1 builds.
2021.1 Warehouse Database Data Dictionary.pdf
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2021.1.25.0 is a HotFix release that contains one bug fix, shown in the changelog below, and a small number of additional known issues, shown below. There are no additional breaking changes or API changes for this release.
The change log for 2021.1.25.0 contains the one bug fix included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.25.0.
Change log | Note |
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Bug Fixed: When checking mailboxes in Office 365 via GraphAPI, only the top 10 messages are received in each poll. | This issue is only noticed when more than 10 messages are received between polls. |
Changelog 2021.1.25.0.xlsx
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You can find below a list of the current known issues and bugs in 2021.1.24.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Known Issues and Bugs 2021.1.25.0.xlsx
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2021.1.24.0 is a HotFix release that contains a small number of bug fixes and enhancements, shown in the changelog below, and a small number of known issues, shown below. There are no additional breaking changes or API changes for this release.
The change log for 2021.1.24.0 contains the bug fixes and enhancements which were included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.24.0.
Change log | Note |
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Enhancement: When updating the Data Warehouse following an upgrade, child work items (i.e. Actions within a Case) are only updated if there are changes, reducing to overall duration. | Customers upgrading from 2020.1 to 2021.1 should consider this a high priority fix.
Customers upgrading from a previous release of 2021.1 should consider this a low priority fix. |
Enhancement: After writing 1gb to the log file a new file is used. | |
Security Enhancement: Emails received with a plain-text message body that includes HTML can cause the HTML to be executed by a recipient when sent out in another email (such as Ticket Acknowledgement) instead of being encoded so that it is displayed. | |
Enhancement: Before allowing an upgrade to 2021.1 the system ensures all essential background processing messages have been processed. | Customers upgrading from 2020.1 to 2021.1 should consider this a high priority fix.
Customers upgrading from a previous release of 2021.1 should consider this a low priority fix. |
Change log | Note |
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Bug Fixed: Cases that were paused at the point of upgrade to 2021.1 where 1 or more Actions have completed (while it was paused) will skip the chained Actions of the Actions completed while it was paused after upgrading to 2021.1. | |
Bug Fixed: Custom Data referenced by an Email Template of a Send Email Action where the Custom Data is on the Custom Card of the Case but not the Action are not included in the sent Email body. | |
Bug Fixed: Renaming a Contract, Service, Service Line, Case Type, Ticket Type or Action Type does not reflect in Work Manager. | |
Bug Fixed: After a Ticket has been converted into a Case and the Case has been closed, when upgrading to 2021.1, even after the 'Waiting for feedback' window has ended, the original Ticket does not move into a state of 'Closed'. | |
Bug Fixed: Cases that were in their 'Waiting for feedback' window at the point of upgrading to 2021.1 do not have an End Date populated. | |
Bug Fixed: Some work items upgraded from 2020.1 and below cannot export to the Data Warehouse. | |
Bug Fixed: After upgrading from 2020.1 some legacy non-essential messages that trigger background processing may be retired which will cause exceptions to be logged in 2021.1. | Customers upgrading from 2020.1 to 2021.1 should consider this a high priority fix.
Customers upgrading from a previous release of 2021.1 should consider this a low priority fix. |
Bug Fixed: An error may be recorded when both a Case and one or more of it's Actions are in a To Do state and the Action is marked as resolved. | This error is intermittent and only occurs during periods of extremely fast processing (sub 4ms) on the Enate Server.
Retrying the same update, or manually marking the Case as In Progress first will work-around the issue. |
Changelog 2021.1.24.0.xlsx
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You can find below a list of the current known issues and bugs in 2021.1.24.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Known Issues and Bugs 2021.1.24.0.xlsx
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2021.1.22.0 is a HotFix release that contains two bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
The change log for 2021.1.22.0 contains the bug fixes which were included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.22.0.
Change log | Note |
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Bug Fixed: Bulk upload of schedules was creating an extra data row in the database which blocks Enate from exporting the Schedule Period to the warehouse. | |
Bug Fixed: Bulk upload of schedules was insisting on a column in the Excel file even for Schedule Structure Dates that have been deleted. | |
Changelog 2021.1.22.0.xlsx
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2021.1.21.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
The change log for 2021.1.21.0 contains the bug fix which was included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.21.0.
Change log | Note |
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Bug Fixed: When an email is received into a Closed Case that was launched from a Ticket and the Ticket is still running (in it's feedback window) then an exception is logged and the email remains unprocessed instead of attaching the email to the Ticket. |
Changelog 2021.1.21.0.xlsx
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2021.1.20.0 is a HotFix release that contains a number of bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
The change log for 2021.1.20.0 contains a list of the bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.20.0. There are no additional breaking changes, API changes or known issues for this release.
Change log | Note |
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Bug Fixed: When a Ticket is split, the "Disable Automated Emails" flag is not copied to the created Tickets. | |
Bug Fixed: When an email is sent to notify that a Ticket has been rejected due to unconfigured email routing, the email is being sent from the email address configured to the first category of the Ticket instead of the from the system default unmonitored email address. | |
Bug Fixed: Exceptions logged by the WebAPI are not associated to the work item they relate to. | |
Bug Fixed: When a validation failure occurs on a Case or Action that is started as a result of another Action being successfully completed, the resulting exception does not contain the validation failure message. |
Changelog 2021.1.20.0.xlsx
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2021.1.19.0 is a HotFix release that contains a number of bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
The change log for 2021.1.19.0. contains a list of the bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.19.0.
Change log | Note |
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Bug Fixed: Duplicate team Queues may get created when setting live a Ticket or Case that use the "From Queue by Name and Team" Queue Allocation Method multiple times and the team Queue does not already exist. | |
Bug Fixed: Contacts are added to a new Case/Ticket that is started via email even when they are scoped to a different company. | No data leakage can automatically occur because the agent is forced to correct the relationship before making other changes to the work item. |
Bug Fixed: Recategorising a Ticket to a different category does not trigger the re-calculation of the Queue. | |
Bug Fixed: Recategorising a Ticket to a different contract does not cause the new contract's settings (i.e. team name, working hours per day, customer calendar and supplier calendar) to be used when calculating due dates or Queue if using the "From Queue by Name and Team" Queue Allocation Method. | |
Bug Fixed: Recategorising a Ticket to a different customer, contract or service does not update the Ticket screen when the agent manually refreshes if the tab remains on screen. | The update of the customer, contract and service names as shown in the Work Manager homepage grid, Quickfind and the Ticket screen (if re-opened after close) is updated asynchronously, resulting in the old values continuing to show for a few seconds. |
Changelog 2021.1.19.0.xlsx
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2021.1.18.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
2021.1.18.0 contains one bug fix, see below for details. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.18.0.
Change log | Note |
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Bug Fixed: Emails received to an Email Route which has the "Send Acknowledgement" option turned off continue to send the acknowledgement email. | This has now been resolved: emails received to routes configured in such a way no longer send an acknowledgement email. |
Changelog 2021.1.18.0.xlsx
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2021.1.17.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.
2021.1.17.0 contains one bug fix, see below for details. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.17.0.
Change log | Note |
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Bug Fixed: When an Action preceding a condition has a custom card configured for it and is closed, the condition will follow the 'else' branch without taking into account the information in the custom card on the preceding closed Action. | Conditionality is now executed as per the given values when a custom card has been configured either on a Case level, on an Action level or both.
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Changelog 2021.1.17.0.xlsx
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2021.1.16.0 is a HotFix release that contains an enhancement and a number of bug fixes.
The change log for 2021.1.16.0. contains a list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.16.0.
Change log | Note |
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Enhancement: The Data Warehouse Engine now updates the children of "Root" Work Items before updating any more "Root" Work Items. | This change has no effect on normal operations but during an upgrade or re-build warehouse scenario it enables external MI to be useable for more recently started or completed Work Items very quickly while the backlog of historic Work Items is processed in chronological order.
Previously the Data Warehouse Engine updated "Root" Work Items before all others in an upgrade or re-build warehouse scenario, however the child work items were then appended to the end of the job queue. This resulted in external MI not being useable until all messages were processed. |
Change log | Note |
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Bug Fixed: Temporary files for previous user sessions are not removed for Users that exclusively log on using SAML. | |
Bug Fixed: On platforms with a very large number of Actions configured, the Home Page in Work Manager may consume an excessive quantity of CPU resources on the SQL Server and may take more than one second to load for users. | |
Bug Fixed: The (legacy) GetAction API returns an incorrect value in the ActionStatus propery after a Peer Review Action has failed peer review. | |
Bug Fixed: Users are incorrectly shown "Mail failed to send" after pressing the "Send now" button on an email that has not yet sent even when the message is only queued to send for the first time rather than having failed. | |
Bug Fixed: The Enate service running on application tier servers incorrectly counts CPU Processors instead of Cores resulting in reduced performance of background message processing on platforms with multi-core processors. | This is a regression from 2020.1 and below which correctly counted CPU cores. |
Bug Fixed: The system may consume an excessive quantity of SQL Server CPU resources while updating the permissions of a user resulting in reduced overall platform performance. | |
Bug Fixed: When migrating form 2020.1 to 2021.1 populating of the Warehouse database with changed data was not optimised. | Customers upgrading from 2020.1 to 2021.1 should consider this a High priority fix.
Customers upgrading from a previous release of 2021.1 should consider this a Low priority fix. |
Change Log 2021.1.16.0.xlsx
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The main change between 2021.1.15.0 and 2021.1.16.0 involves the addition of a /PacketCommunication/ChangeUnsentEmailCommunicationSendDate API.
Below is a document with details of all the cumulative API Changes up to 2021.1.16.0, including breaking API changes.
2021.1.16.0 API Changes.docx
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API Changes 2021.1.15.0
2021.1.15.0 is a HotFix release that contains a number of enhancements and bug fixes.
The change log for 2021.1.15.0. contains a list of the new features, enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.15.0.
Change log | Note |
Security Enhancement: User is blocked from adding or removing themselves from a User Group in Builder. | |
Enhancement: UI consistency has been improved including button height, font size, iconography, etc. across Work Manager. | |
Enhancement: UI readability has been improved by adjusting font and icon sizes and using a consistent icon display order across Work Manager. | |
Enhancement: In Work Manager the 'cancel email send' icon has been changed from a pause to a stop icon to make it clearer that the email will not send once clicked. | |
Enhancement: The Case screen separates the Completed vs Running Actions by more space in Work Manager. | The active Actions of a Case are separated by a blank space from the closed Actions wherever we Actions are displayed, such as in the Actions, Sub Cases & Links tabs. |
Enhancement: Userpilot integration now supports polling to workaround web sockets that are blocked by some IT departments. | Websockets is the prefered integration method due to efficiency. If background polling must be enabled this can be done using Enate Manager.
SaaS customers should contact support to enable this setting. |
Enhancement: The NewCommunication Webhook now includes the 'To' address and Importance fields. See here for more information. | The duplicate "sender" field has also been removed. Please continue to use the From field. |
Enhancement: In Builder it is now possible to clone a Case from a source with a different number of steps. See here for more information. | When cloning from a different Case type the UI validation / interaction for the steps on the Case type changing will be triggered. |
Enhancement: French localisation improvements. | |
Enhancement: German localisation improvements. | |
Enhancement: Hungarian localisation improvements. |