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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.

Warehouse Database Data Dictionary
2021.1 Warehouse Database Data Dictionary.pdf
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2021.1.25.0
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.
Change log
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. 
Bug Fix
Change log
Note
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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Known Issues
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
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.
Change log
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. 
Enhancements
Change log
Note
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.
Bug Fixes
Change log
Note
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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Known Issues
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
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.
Change log
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
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.
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Changelog 2021.1.22.0.xlsx
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2021.1.21.0
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.
Change log
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
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
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.
Change log
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
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
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.
Change log
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
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
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.
Change log
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
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
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.
Change log
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.
Bug Fixes
Change log
Note
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.

Changelog 2021.1.17.0.xlsx
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2021.1.16.0
2021.1.16.0 is a HotFix release that contains an enhancement and a number of bug fixes.
Change log
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.
New features & Enhancements
Change log
Note
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.
Bug Fixes
Change log
Note
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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API Changes
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

See here for more information about Enate's APIs.
2021.1.15.0
2021.1.15.0 is a HotFix release that contains a number of enhancements and bug fixes.
Change log
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.
New features & Enhancements
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.
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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.
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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.
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Enhancement: Hungarian localisation improvements.
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Enhancement: Polish localisation improvements.
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Enhancement: Portuguese localisation improvements.
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Enhancement: Romanian localisation improvements.
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Enhancement: Russian localisation improvements.
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Enhancement: Spanish localisation improvements.
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Bug Fixes
Bug Fixed: Deleting, adding or changing the order of the steps of a Case type has an immediate impact on live Cases and incorrectly affects the data shown about a completed Case.
The steps of a Case are now dependent on the version of a Case. Updating a Case to use the current steps in the Case Type is now an explicit interaction within the Edit Case screen of Builder.

 Setting Live a new version of a Case process that is not using the "current" list of Steps as defined on the Case Type is a new validation rule.
Bug Fixed: The priority of starting work items based on a schedule has been increased relative to other background activity to minimise the chance that they start later than configured.
​
Bug Fixed: Webhook subscriptions for "BusinessObjectTypeUpdated" or "SpecificBusinessObjectUpdated" for a Schedule are not triggered when periods within the Schedule are created, deleted or modified.
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Bug Fixed: Webhook subscriptions for "PacketCreated" are incorrectly deleted after being triggered by an Action that automatically closes, such as Send Email, Start Sub Case or External API.
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Bug Fixed: When grouping the homepage in Work Manager by Wait Type, work items that are not waiting are incorrectly placed in the "Wait for more information" group.
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Bug Fixed: When grouping the homepage in Work Manager by Resolution Method, work items that are not waiting are incorrectly placed in the "With customer response" group.
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Bug Fixed: When filtering the homepage by the "Other" group in the bar chart in Work Manager, the grid continues to show all results.
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Bug Fixed: When exporting to the warehouse a work item with a very large number of related work items other background activities may be blocked for several minutes and high memory usage on the Application Server may occur.
​
Bug Fixed: Colours used in Email do not show correctly in Outlook.
Enate previously sent colours with a transparancy (alpha) value. Microsoft Email clients do not support this standard so we now only send RGB values. See https://www.campaignmonitor.com/css/color-background/css-gradients/​
Bug Fixed: Cannot merge a Ticket that has no title.
Note: This is only allowed for Tickets started via Email where the title may be blank as the subject of the email becomes the Title.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any deleted (and unused) Schedules are missing date.
This validation is now skipped for deleted Schedules unless a running Case references the Schedule.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Allocation Flavours exist using the "Previous action completer" method.
​
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Allocation Flavours exist using the "Username in custom data" method.
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Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Due Date or Allocation Flavours linked to an Action reference custom data that is only present in the Card of the Case.
In 2020.1 it is supported for an Action to use a piece of custom data available on the Case in Allocation and Due Date flavours. This capability has been restored.
Bug Fixed: Unable to create new Single Sign On configurations using Enate Manager.
​
Bug Fixed: Work Items in a state of Draft are included in the warehouse database.
2020.1 and below only include work items after they have been submitted. This behaviour has been restored.
Bug Fixed: Upgrading to 2021.1 may fail when an Action General Attribute is linked to multiple Action Types with a duplicate name.
​
Bug Fixed: Case validation in Builder incorrectly warns that a Condition references the '[lastActionName]' variable on step 1 which is invalid even though the condition is on a step greater than 1.
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Change Log 2021.1.15.0.xlsx
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Change log 2021.1.15.0
Known Issues
You can find below a list of the current known issues and bugs in 2021.1.15.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Known Issues and Bugs v2021.1.xlsx
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Known Issues 2021.1.15.0

The following known issues/bus were fixed between 2021.1.13.0 and 2021.1.15.0:
Description
Deleting a step in a Case type is not removing the Actions from the Case
Unable to set live any Case processes in Builder if the Case type has 1 or more deleted steps
Breaking Changes
Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs. There are no new breaking changes between 2021.1.12.0 and 2021.1.15.0. Please refer to the breaking changes for 2021.1.12.0, a copy is attached here:
2021.1 Breaking Changes.pdf
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Breaking Changes
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs.
Upon finding reference to an API which you currently use and which has changed, go to your Swagger environment for the quickest way to view the overall impact and new API content definition. Your Swagger environment should always be your go-to place for the definitive explanation of the current API structure. See the Swagger explanation section for more info.
API Changes
Below is a document with details of all API Changes in 2021.1.15.0, including breaking API changes.
2021.1 API Changes.docx
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API Changes 2021.1.15.0

The NewCommunication Webhook now includes the 'To' address and Importance fields and the ‘Sender’ field been removed as the ‘From’ field can be used instead. See here for more information.
Data Warehouse
The document below contains the Enate Warehouse Database Data Dictionary for 2021.1.15.0.
2021.1 Warehouse Database Data Dictionary.docx
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Warehouse Database Data Dictionary 2021.1.15.0
2021.1.13.0
2021.1.13.0 is a HotFix release that contains an enhancement and a number of bug fixes.
Change log
The change log for 2021.1.13.0 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 2021.1.13.0.
New features & Enhancements
Change log
Note
Performance Enhancement: Data Export Engine no longer performs a database call every time the same object (e.g. the same User) is referenced multiple times by a job.
This can have a significant positive performance impact when rebuilding a warehouse.
Bug Fixes
Bug Fixed: Enate MI was using an unlimited number of threads causing excessively high CPU with a backlog of messages and reducing overall performance due to context switching. This has now been resolved.
​
Bug Fixed: Data Export Engine was infinitely looping while exporting some work items which reference other work items while processing low priority (warehouse rebuild) messages. This has now been resolved.
​
Bug Fixed: Data Export Engine removes Queue Managers on subsequent updates after they are first written. This has now been resolved.
​
Bug Fixed: Data Export Engine would infinitely loop when processing any update warehouse messages referring to a Test work item.
Messages for Test work items should never exist but this scenario has been handled to avoid problems in unforeseen circumstances.
Change Log 2021.1.13.0.xlsx
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Known Issues
You can find below a list of the current known issues and bugs in 2021.1.13.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Known Issues and Bugs 2021.1.13.0.xlsx
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Breaking Changes
There are no new breaking changes in 2021.1.13.0. Please refer to the breaking changes for 2021.1.12.0, a copy is attached here:
2021.1 Breaking Changes.pdf
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Breaking Changes
API Changes
There are no new API changes in 2021.1.13.0. Please refer to the API changes for 2021.1.12.0, a copy is attached here:
2021.1 API Changes 2021.1.12.0.docx
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API Changes 2021.1.12.0
2021.1.12.0
2021.1.12.0 is a HotFix release that contains a number of enhancements and bug fixes.
Change log
The change log for 2021.1.12.0 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 2021.1.12.0.
New features & Enhancements
Change log
Note
New Feature: Emails may now be sent to other Work Items to allow inter-Work Item communication across permission boundaries. See here for more information.
​
New Feature: New allocation method of "Parent work item starter".
​
New Feature: Related Cases/Ticket can be started in Case/Ticket processes that a user does not have permission in. See here for more information.
This feature does not allow the User to access any Case/Ticket started in a process to which they have no permission.
 This feature is optional per-Process. A new option in Enate Builder for each Case/Ticket Process allows the choice of "Everyone can start".
Enhancement: Communication with Office 365 via GraphAPI to receive emails has been updated to use a newer version of Microsoft SDK that directly supports the required calls to download a full message instead of using a bespoke extension.
This may resolve the situation where the Enate Email Receiver Engine hangs.
Enhancement: Additional information has been added to the Warehouse Database.
​
Enhancement: Additional validation for customers upgrading from 2020.1 to identify configuration errors which require fix before upgrade.
This change has no impact for customers already running 2021.1.

 For customers running 2020.1 the results of this check highlight configuration problems that will block Cases, Tickets and Actions from executing correctly.
Enhancement: In Enate Builder it is now possible to create new Case  and Ticket Types from the + in the Service Matrix view. See here for more information.
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Enhancement: In Enate Builder it is now possible to create a new Queue from within the Allocation Flavour popup. See here for more information.
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Enhancement: Responses to an External WebAPI can now update Custom Data values during a failure response.
WARNING: Existing integrations that send changed data with a failure response will experience a change in behaviour.
Enhancement: Robot User Accounts can now be given  Builder, Shared Builder, Set Live and User Manager roles, allowing access to the associated APIs.
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Enhancement: The "Fixed day of Fixed Month" Due Date method will now return a Due Date in the following year if the day/month is before the current date.
WARNING: This is a significant change in behaviour to existing configurations that may result in the Due Date of an Action being different when being reworked vs it's initial execution.

 The determination of the Due Date being in the past is before applying any +/- fixed time or dynamic time value specified in the Due Date Flavour. By subtracting days/hours from the Due Date it is still possible to experience Due Dates that are in the past.
Enhancement: The Warehouse Integrity Engine now records when it has taken corrective action to enable future analysis of the stability of the Warehouse.
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Enhancement: Updates performed by the Warehouse Data Export Engine, Localisation Engine and Packet Metadata Engine that are triggered as part of an upgrade are processed with a lower priority than those triggered during normal operations.
This change allows a platform to resume normal operations much sooner after an upgrade.

 For customers already running 2020.1 this change will have no effect until their next major upgrade.
Performance Enhancement: Calculating the list of subordinates, peers and managers is faster and places a reduced CPU and I/O load on the database server. This function is used in many places such as the Home Page.
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Performance Enhancement: Calculation of the Six Sigma metric for Robots places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Checking of batches in ABBYY FlexiCapture places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Finding and ending User Sessions that are beyond the idle or active session time out places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Finding Schedules that need to Trigger Cases to start places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Finding Work Items that need to timeout places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Loading the Outbox View in Work Manager is faster and places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Showing the Last Request date/time for a User's current Session is faster and places a reduced CPU and I/O load on the database server.
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Performance Enhancement: Updating open Packet Activities during login completes faster.
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Security Enhancement: The GetCaseAttributeVersion API allows a user to access information about the Case Process definition even though they don't have permission to access Work Items in the process.
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Security Enhancement: The GetLaunchableActions API allows a user to access information about the Actions that can be manually started in a Case even though they don't have permission to access the supplied Work Item.
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Bug fixes
Bug Fixed: When checking for completed ABBYY FlexiCapture batches, if any 1 batch requires Human verification then all completed batches are sent for verification.
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Bug Fixed: Validation of Conditions in Enate Builder fails with an "Unable to parse expression...." message.
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Bug Fixed: After overriding the due date it is not possible to switch to a category where overridden due dates are not allowed.
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Bug Fixed: The Webhook Sender Engine consumes 100% of CPU and does not send messages if there is a backlog of messages to send when the Enate Service is started.
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Bug Fixed: An External WebAPI Action that does not expect a response does not automatically complete after making the outbound call.
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Bug Fixed: Unable to set a Ticket from Draft status immediately into In Progress or Waiting without first setting the status to To do.
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Bug Fixed: Uploading a Schedule from an Excel file in Builder does not save the Schedule Dates.
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Bug Fixed: When a Case is placed in Waiting for more information because a child Action is placed in this state, the Case is not returning to In Progress when an email is received.
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Bug Fixed: 2 Tickets are incorrectly allowed to merge into each other.
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Bug Fixed: A Human is unable to manually complete an External WebAPI Action due to an incorrect validation message of "Please specify a wait type before continuing".
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Bug Fixed: An External WebAPI Action that includes a Check List cannot be successfully completed by the External API.
In this scenario the Action will now be sent to a Human user to complete the Checklist.
Bug Fixed: API requests to rework a Case to a future Step that has never been started returns a generic error instead of a validation message.
This scenario is only possible with integration and cannot be caused using the Enate UI.
Bug Fixed: API requests to update a Work Item that include Custom Data fields not available to the Work Item returns a generic error instead of a validation message.
This scenario is only possible with integration and cannot be caused using the Enate UI.
Bug Fixed: Attempting to update a Work Item that has been completed since it was loaded on a User's screen displays an empty error message.
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Bug Fixed: Deleted File Tags may show in the Email Template editor of Builder to be added to an Email Template when "Show deleted objects" is on.
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Bug Fixed: Deleted Steps are shown in the Case progress diagram of a Case in Work Manager even if the Case has not gone through this Step.
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Bug Fixed: During the upgrade from 2020.1 the "Waiting For" option of a Case is incorrectly set as "Awaiting information from 3rd party".
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Bug Fixed: During the upgrade from 2020.1 the Resolution method of completed External WebAPI Actions is missing.
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Bug Fixed: Enate will incorrectly prioritise the retry of failed background activities (such as Warehouse database updates) over new requests.
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Bug Fixed: If an External WebAPI fails due to the remote system being unavailable but then succeeds on retry then the "failed would you like to retry" banner persists in the UI.
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Bug Fixed: In Builder the Service filter of the Service Matrix does not persist.
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Bug Fixed: Peer Review Actions do not timeout while in the Peer Review stage.
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Bug Fixed: The ABBYY FlexiCapture card shown to users includes a next attempt to send field with no value when the ABBYY Platform is disabled.
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Bug Fixed: The default Email Template sent when a Ticket is promoted to a Case includes double-line spacing.
​
Bug Fixed: The hyperlink in Forgot Password emails sent in non-English languages did not work.
​
Bug Fixed: The last attempt to send date is not updated after the failure of the last attempt for ABBYY FlexiCapture Actions, leading to incorrect date/time information in the UI.
​
Bug Fixed: The order of the columns on the Home Page does not persist when switching between views.
​
Bug Fixed: The Reopen button does not display on Cases that were aborted in 2020.1 but are still in a feedback state at the point of upgrade to 2021.1.
​
Bug Fixed: The Warehouse Integrity Engine may timeout when there are a large number of Packets waiting to be updated in the Warehouse database.
​
Bug Fixed: Unable to export Tickets to the Warehouse database in a warehouse rebuild scenario where 2 or more Tickets are merged into each other creating a circular reference loop.
This scenario only occurs during a warehouse database rebuild scenario and is not possible during normal operation.
Bug Fixed: Unable to promote a Ticket to a Case while it is still Draft.
​
Bug Fixed: Unable to terminate a Ticket using Enate Monitor while it is still Draft.
​
Bug Fixed: Users are incorrectly allowed to create duplicate Webhook subscriptions of the same event, filter, target URL.
​
Bug Fixed: When reviewing a read-only Due Date Flavour, the Schedule Date name is blank if the Case references a different Schedule Structure.
​
Bug Fixed: When trying to set Live a Ticket Process in Builder that contains 1 or more deleted categories, an Error is logged instead of showing a validation message.
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Bug Fixed: Issue with sending an email to multiple recipients
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Change Log 2021.1.12.0 .xlsx
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Known Issues
You can find below a list of the current known issues and bugs in 2021.1.12.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Known Issues and Bugs 2021.1.12.0.xlsx
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Known Issues 2021.1.12.0
Breaking Changes
Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs.
2021.1 Breaking Changes.pdf
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PDF
Breaking Changes
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs.
Upon finding reference to an API which you currently use and which has changed, go to your Swagger environment for the quickest way to view the overall impact and new API content definition. Your Swagger environment should always be your go-to place for the definitive explanation of the current API structure. See the Swagger explanation section for more info.
API Changes
Below is a document with details of all API Changes in 2021.1.12.0, including breaking API changes.
2021.1 API Changes 2021.1.12.0.docx
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API Changes 2021.1.12.0
2021.1.10.0 and older
This section contains the cumulative change log for builds 2021.1.10.0, 2021.1.9.0, 2021.1.6.0, 2021.1.1.2021 and 2021.1.1.923. It lists the new features, enhancements and bug fixes which were included in these releases. A downloadable copy of the cumulative change log is available below.
Change log
New features & Enhancements
Build
Change Log
Notes
2021.1.10.0
Enhancement: External API Actions can now be configured to route to a User if a response is not received within a configured number of minutes.
The number of minutes is configured in Enate Builder per Action. This feature is in parallel to configuring the "Autocomplete on timeout" setting of an Action which will consider the Action as successfully completed when the Due Date is reached.
2021.1.10.0
Enhancement: When an External API Action is marked as not done successfully by a 3rd party system, Enate will route the Action to a User.
Previously the Action would be Closed and the Case would be placed in the Problem state.
2021.1.9.0
New Feature: Enate can log all actions to a log file on the server. The level of information can be selected from fatal (critical errors) to verbose (every possible detail).
Enate may require "Debug" level information to be available to the Support Team in order to resolve support requests.
2021.1.9.0
Enhancement: When incoming emails only match a disabled Email Route, an error is logged and the message is placed in the Unprocessed Emails list in Enate Monitor.
​
2021.1.9.0
Enhancement: When a Send Email (and Wait) Action is unable to send an email because no valid recipient exists, the email will show as "Cancelled" in the Timeline and a user can forward it to a valid recipient.​
Previously the Action could be performed by a User but no copy of the original email which was unable to be sent was shown.
2021.1.9.0
Enhancement: The Trigger External WebAPI Action now retries for a fixed number of attempts before marking the Action as 'Unable to complete' and escalating the Case to its owner. Previously this retried 3 times and resulted in an Error that must be resolved using Enate Monitor.​
The number of retries for all integrations can be configured in Builder.
Retry of integrations is done exponentially so the first retry is after 1 minute, the second 2 minutes, the third 4 minutes, etc. up to the configured limit.

A User can force the retry to occur immediately in the web interface.
2021.1.9.0
Enhancement: The Packet Details screen of Enate Monitor has been re-written to display new information added in 2021.1 and to remove data that has been refactored into other areas.
​
2021.1.9.0
Enhancement: The Find Packets screen of Enate Monitor has been re-written to allow easier searching for Work Items.
​
2021.1.9.0
Enhancement: Significant increase in validation of updates to Cases, Tickets and Actions when performed by a 3rd party system.
These scenarios were already blocked by the Enate UI. Previously integrations that sent invalid data may have generated and logged an error. They now return explicit messages describing the data that was invalid (for example trying to use a non-existent Contact Tag or referencing a Contact from a different Company than the Work Item, etc).

This is not documented as a breaking change as the API signature has not changed. In addition, as these represent scenarios that are blocked then a change in the nature of the response is not considered a breaking change.
2021.1.9.0
Enhancement: Enate MI Message Priorities and retry options are reset to platform defaults.
​
2021.1.9.0
Enhancement: Enate Manager allows the PostHog and User Pilot API Key to be set.
​
2021.1.6.0
New Feature: Schedule view in Builder now shows all the Case Processes it is linked to so that the impact of changes can be assessed.
​
2021.1.6.0
New Feature: All outgoing emails are written to a background queue instead of being sent in real-time.
Please see documentation for full details of this feature including Outbox view, delaying an email to allow immediate cancel, scheduling an email to send in future, automated retires when mail server is unavailable, etc.
2021.1.6.0
New Feature: A Case / Ticket Process in Builder can show all the places it has been cloned to.​
​
2021.1.6.0
Enhancement: When Starting an independent Case from a Case in Work Manager, the new Case will open in a new Tab in Draft mode for the User to submit after passing validation.
​
2021.1.6.0
Enhancement: When starting an independent Case from a Case in Work Manager, the user can now copy across selected data.​
​
2021.1.6.0
Enhancement: When a Ticket is resolved by launching a Case, an override due date can now be specified if the Due Date Flavour selected in Builder allows override (either always or on creation only).
​
2021.1.6.0
Enhancement: When a (Sub) Case is started from a Case, an override due date can now be specified if the Due Date Flavour selected in Builder allows override (either always or on creation only).
​
2021.1.6.0
Enhancement: The Timeline now includes further details (where appropriate) regarding status changes, if an Action is in a peer review stage, and the resolution method of a Ticket / Action, etc.
This data may not be available for Work Items completed before 2021.1 was deployed.
2021.1.6.0
Enhancement: Starting an independent Case from a Case now also copies across any existing Defects.
​
2021.1.6.0
Enhancement: Splitting a Ticket now copies any defects from the source Ticket.
​
2021.1.6.0
Enhancement: Schedule view in Builder now shows all the Case Processes it is linked to so that the impact of changes can be assessed.
​
2021.1.6.0
Enhancement: Peer Review Actions can now include a separate Peer Review Checklist.
​
2021.1.6.0
Enhancement: Integration with ABBYY FlexiCapture will now retry for a fixed number of attempts before escalating the problem to a User.
The number of retries for all integrations can be configured in Builder.
Retry of integrations is done exponentially so the first retry is after 1 minute, the second 2 minutes, the third 4 minutes, etc up to the configured limit.
2021.1.6.0
Enhancement: Integration with ABBYY FlexiCapture can now be disabled in Builder.
The integration will automatically disable after a chosen number of failures which can be configured in Builder.
2021.1.1.2021
Security Enhancement: "Powered by ASP.Net" HTTP Header is removed from all responses to mask the platform providing Enate.
​
2021.1.1.2021
New Feature: Work Manager now includes a Contact Management page where users can see all the Contacts in the system and make changes to them.
​
2021.1.1.2021
New Feature: Work Items now use a vastly simplified Status model.
​
2021.1.1.2021
New Feature: Work Items now record their method of resolution separately to the Status itself, simplifying user understanding and reporting.
​
2021.1.1.2021
New Feature: Work Items now record the reason for a Wait Status separately to the Status itself, simplifying user understanding and reporting.
​
2021.1.1.2021
New Feature: User Management in Builder allows the resurrection of a deleted User Account.
​
2021.1.1.2021
New Feature: Enate provides in-product demonstrations and videos on new features.
​
2021.1.1.2021
New Feature: Enate captures usage analytics to target future development.
This can be disabled at a platform-level using the new option in Builder.
2021.1.1.2021
New Feature: Enate can raise WebHooks for activities on a Work Item to allow event-based integration with 3rd party systems.
​
2021.1.1.2021
New Feature: Custom Views can now be saved in the Views section of Work Manager.
​
2021.1.1.2021
New Feature: Configuration of Permissions has been simplified and can be fully configured within Builder.
​
2021.1.1.2021
New Feature: Companies can be grouped together under a "Parent" Company to better represent real-world corporate structures.
​
2021.1.1.2021
New Feature: Cases can now wait until a future date in the same way as Tickets and Actions.
​
2021.1.1.2021
New Feature: User have the option to display deleted objects in Builder.
​
2021.1.1.2021
New Feature: Builder allows the cloning of Customers, Contracts, Services, Service Lines, Case Types, Action Types, Ticket Types and Calendars.
​
2021.1.1.2021
New Feature: An audit history of who changed configuration in Builder is recorded and shown in the UI.
​
2021.1.1.2021
Localisation Improvement: Text concatenation issue for "con migo" corrected to be "conmigo".
​
2021.1.1.2021
Feature Removal: The ability to configure User Extension Properties (previously available in Configuration Manager) is not available in 2021.1.
Already configured Extension Properties continue to be available on Users and Contacts.
2021.1.1.2021
Enhancement: Users can copy and paste data from the Home page grids and the Views grid in Work Manager and Builder.
​
2021.1.1.2021
Enhancement: Users can apply multiple filters to the Manage and Inbox page grids of the Work Manager Home Page.
​
2021.1.1.2021
Enhancement: User Session history is exported to the warehouse for reporting and analysis.

Change log	Note
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
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.

Change log	Note
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.

Change log	Note
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.

Change log	Note
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.

Change log	Note
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	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.
Enhancement: Polish localisation improvements.
Enhancement: Portuguese localisation improvements.
Enhancement: Romanian localisation improvements.
Enhancement: Russian localisation improvements.
Enhancement: Spanish localisation improvements.

Bug Fixed: Deleting, adding or changing the order of the steps of a Case type has an immediate impact on live Cases and incorrectly affects the data shown about a completed Case.	The steps of a Case are now dependent on the version of a Case. Updating a Case to use the current steps in the Case Type is now an explicit interaction within the Edit Case screen of Builder. Setting Live a new version of a Case process that is not using the "current" list of Steps as defined on the Case Type is a new validation rule.
Bug Fixed: The priority of starting work items based on a schedule has been increased relative to other background activity to minimise the chance that they start later than configured.
Bug Fixed: Webhook subscriptions for "BusinessObjectTypeUpdated" or "SpecificBusinessObjectUpdated" for a Schedule are not triggered when periods within the Schedule are created, deleted or modified.
Bug Fixed: Webhook subscriptions for "PacketCreated" are incorrectly deleted after being triggered by an Action that automatically closes, such as Send Email, Start Sub Case or External API.
Bug Fixed: When grouping the homepage in Work Manager by Wait Type, work items that are not waiting are incorrectly placed in the "Wait for more information" group.
Bug Fixed: When grouping the homepage in Work Manager by Resolution Method, work items that are not waiting are incorrectly placed in the "With customer response" group.
Bug Fixed: When filtering the homepage by the "Other" group in the bar chart in Work Manager, the grid continues to show all results.
Bug Fixed: When exporting to the warehouse a work item with a very large number of related work items other background activities may be blocked for several minutes and high memory usage on the Application Server may occur.
Bug Fixed: Colours used in Email do not show correctly in Outlook.	Enate previously sent colours with a transparancy (alpha) value. Microsoft Email clients do not support this standard so we now only send RGB values. See https://www.campaignmonitor.com/css/color-background/css-gradients/
Bug Fixed: Cannot merge a Ticket that has no title.	Note: This is only allowed for Tickets started via Email where the title may be blank as the subject of the email becomes the Title.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any deleted (and unused) Schedules are missing date.	This validation is now skipped for deleted Schedules unless a running Case references the Schedule.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Allocation Flavours exist using the "Previous action completer" method.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Allocation Flavours exist using the "Username in custom data" method.
Bug Fixed: Upgrading to 2021.1 is incorrectly blocked if any Due Date or Allocation Flavours linked to an Action reference custom data that is only present in the Card of the Case.	In 2020.1 it is supported for an Action to use a piece of custom data available on the Case in Allocation and Due Date flavours. This capability has been restored.
Bug Fixed: Unable to create new Single Sign On configurations using Enate Manager.
Bug Fixed: Work Items in a state of Draft are included in the warehouse database.	2020.1 and below only include work items after they have been submitted. This behaviour has been restored.
Bug Fixed: Upgrading to 2021.1 may fail when an Action General Attribute is linked to multiple Action Types with a duplicate name.
Bug Fixed: Case validation in Builder incorrectly warns that a Condition references the '[lastActionName]' variable on step 1 which is invalid even though the condition is on a step greater than 1.

Change log	Note
Performance Enhancement: Data Export Engine no longer performs a database call every time the same object (e.g. the same User) is referenced multiple times by a job.	This can have a significant positive performance impact when rebuilding a warehouse.

Bug Fixed: Enate MI was using an unlimited number of threads causing excessively high CPU with a backlog of messages and reducing overall performance due to context switching. This has now been resolved.
Bug Fixed: Data Export Engine was infinitely looping while exporting some work items which reference other work items while processing low priority (warehouse rebuild) messages. This has now been resolved.
Bug Fixed: Data Export Engine removes Queue Managers on subsequent updates after they are first written. This has now been resolved.
Bug Fixed: Data Export Engine would infinitely loop when processing any update warehouse messages referring to a Test work item.	Messages for Test work items should never exist but this scenario has been handled to avoid problems in unforeseen circumstances.

Change log	Note
New Feature: Emails may now be sent to other Work Items to allow inter-Work Item communication across permission boundaries. See here for more information.
New Feature: New allocation method of "Parent work item starter".
New Feature: Related Cases/Ticket can be started in Case/Ticket processes that a user does not have permission in. See here for more information.	This feature does not allow the User to access any Case/Ticket started in a process to which they have no permission. This feature is optional per-Process. A new option in Enate Builder for each Case/Ticket Process allows the choice of "Everyone can start".
Enhancement: Communication with Office 365 via GraphAPI to receive emails has been updated to use a newer version of Microsoft SDK that directly supports the required calls to download a full message instead of using a bespoke extension.	This may resolve the situation where the Enate Email Receiver Engine hangs.
Enhancement: Additional information has been added to the Warehouse Database.
Enhancement: Additional validation for customers upgrading from 2020.1 to identify configuration errors which require fix before upgrade.	This change has no impact for customers already running 2021.1. For customers running 2020.1 the results of this check highlight configuration problems that will block Cases, Tickets and Actions from executing correctly.
Enhancement: In Enate Builder it is now possible to create new Case and Ticket Types from the + in the Service Matrix view. See here for more information.
Enhancement: In Enate Builder it is now possible to create a new Queue from within the Allocation Flavour popup. See here for more information.
Enhancement: Responses to an External WebAPI can now update Custom Data values during a failure response.	WARNING: Existing integrations that send changed data with a failure response will experience a change in behaviour.
Enhancement: Robot User Accounts can now be given Builder, Shared Builder, Set Live and User Manager roles, allowing access to the associated APIs.
Enhancement: The "Fixed day of Fixed Month" Due Date method will now return a Due Date in the following year if the day/month is before the current date.	WARNING: This is a significant change in behaviour to existing configurations that may result in the Due Date of an Action being different when being reworked vs it's initial execution. The determination of the Due Date being in the past is before applying any +/- fixed time or dynamic time value specified in the Due Date Flavour. By subtracting days/hours from the Due Date it is still possible to experience Due Dates that are in the past.
Enhancement: The Warehouse Integrity Engine now records when it has taken corrective action to enable future analysis of the stability of the Warehouse.
Enhancement: Updates performed by the Warehouse Data Export Engine, Localisation Engine and Packet Metadata Engine that are triggered as part of an upgrade are processed with a lower priority than those triggered during normal operations.	This change allows a platform to resume normal operations much sooner after an upgrade. For customers already running 2020.1 this change will have no effect until their next major upgrade.
Performance Enhancement: Calculating the list of subordinates, peers and managers is faster and places a reduced CPU and I/O load on the database server. This function is used in many places such as the Home Page.
Performance Enhancement: Calculation of the Six Sigma metric for Robots places a reduced CPU and I/O load on the database server.
Performance Enhancement: Checking of batches in ABBYY FlexiCapture places a reduced CPU and I/O load on the database server.
Performance Enhancement: Finding and ending User Sessions that are beyond the idle or active session time out places a reduced CPU and I/O load on the database server.
Performance Enhancement: Finding Schedules that need to Trigger Cases to start places a reduced CPU and I/O load on the database server.
Performance Enhancement: Finding Work Items that need to timeout places a reduced CPU and I/O load on the database server.
Performance Enhancement: Loading the Outbox View in Work Manager is faster and places a reduced CPU and I/O load on the database server.
Performance Enhancement: Showing the Last Request date/time for a User's current Session is faster and places a reduced CPU and I/O load on the database server.
Performance Enhancement: Updating open Packet Activities during login completes faster.
Security Enhancement: The GetCaseAttributeVersion API allows a user to access information about the Case Process definition even though they don't have permission to access Work Items in the process.
Security Enhancement: The GetLaunchableActions API allows a user to access information about the Actions that can be manually started in a Case even though they don't have permission to access the supplied Work Item.

Bug Fixed: When checking for completed ABBYY FlexiCapture batches, if any 1 batch requires Human verification then all completed batches are sent for verification.
Bug Fixed: Validation of Conditions in Enate Builder fails with an "Unable to parse expression...." message.
Bug Fixed: After overriding the due date it is not possible to switch to a category where overridden due dates are not allowed.
Bug Fixed: The Webhook Sender Engine consumes 100% of CPU and does not send messages if there is a backlog of messages to send when the Enate Service is started.
Bug Fixed: An External WebAPI Action that does not expect a response does not automatically complete after making the outbound call.
Bug Fixed: Unable to set a Ticket from Draft status immediately into In Progress or Waiting without first setting the status to To do.
Bug Fixed: Uploading a Schedule from an Excel file in Builder does not save the Schedule Dates.
Bug Fixed: When a Case is placed in Waiting for more information because a child Action is placed in this state, the Case is not returning to In Progress when an email is received.
Bug Fixed: 2 Tickets are incorrectly allowed to merge into each other.
Bug Fixed: A Human is unable to manually complete an External WebAPI Action due to an incorrect validation message of "Please specify a wait type before continuing".
Bug Fixed: An External WebAPI Action that includes a Check List cannot be successfully completed by the External API.	In this scenario the Action will now be sent to a Human user to complete the Checklist.
Bug Fixed: API requests to rework a Case to a future Step that has never been started returns a generic error instead of a validation message.	This scenario is only possible with integration and cannot be caused using the Enate UI.
Bug Fixed: API requests to update a Work Item that include Custom Data fields not available to the Work Item returns a generic error instead of a validation message.	This scenario is only possible with integration and cannot be caused using the Enate UI.
Bug Fixed: Attempting to update a Work Item that has been completed since it was loaded on a User's screen displays an empty error message.
Bug Fixed: Deleted File Tags may show in the Email Template editor of Builder to be added to an Email Template when "Show deleted objects" is on.
Bug Fixed: Deleted Steps are shown in the Case progress diagram of a Case in Work Manager even if the Case has not gone through this Step.
Bug Fixed: During the upgrade from 2020.1 the "Waiting For" option of a Case is incorrectly set as "Awaiting information from 3rd party".
Bug Fixed: During the upgrade from 2020.1 the Resolution method of completed External WebAPI Actions is missing.
Bug Fixed: Enate will incorrectly prioritise the retry of failed background activities (such as Warehouse database updates) over new requests.
Bug Fixed: If an External WebAPI fails due to the remote system being unavailable but then succeeds on retry then the "failed would you like to retry" banner persists in the UI.
Bug Fixed: In Builder the Service filter of the Service Matrix does not persist.
Bug Fixed: Peer Review Actions do not timeout while in the Peer Review stage.
Bug Fixed: The ABBYY FlexiCapture card shown to users includes a next attempt to send field with no value when the ABBYY Platform is disabled.
Bug Fixed: The default Email Template sent when a Ticket is promoted to a Case includes double-line spacing.
Bug Fixed: The hyperlink in Forgot Password emails sent in non-English languages did not work.
Bug Fixed: The last attempt to send date is not updated after the failure of the last attempt for ABBYY FlexiCapture Actions, leading to incorrect date/time information in the UI.
Bug Fixed: The order of the columns on the Home Page does not persist when switching between views.
Bug Fixed: The Reopen button does not display on Cases that were aborted in 2020.1 but are still in a feedback state at the point of upgrade to 2021.1.
Bug Fixed: The Warehouse Integrity Engine may timeout when there are a large number of Packets waiting to be updated in the Warehouse database.
Bug Fixed: Unable to export Tickets to the Warehouse database in a warehouse rebuild scenario where 2 or more Tickets are merged into each other creating a circular reference loop.	This scenario only occurs during a warehouse database rebuild scenario and is not possible during normal operation.
Bug Fixed: Unable to promote a Ticket to a Case while it is still Draft.
Bug Fixed: Unable to terminate a Ticket using Enate Monitor while it is still Draft.
Bug Fixed: Users are incorrectly allowed to create duplicate Webhook subscriptions of the same event, filter, target URL.
Bug Fixed: When reviewing a read-only Due Date Flavour, the Schedule Date name is blank if the Case references a different Schedule Structure.
Bug Fixed: When trying to set Live a Ticket Process in Builder that contains 1 or more deleted categories, an Error is logged instead of showing a validation message.
Bug Fixed: Issue with sending an email to multiple recipients

Build	Change Log	Notes
2021.1.10.0	Enhancement: External API Actions can now be configured to route to a User if a response is not received within a configured number of minutes.	The number of minutes is configured in Enate Builder per Action. This feature is in parallel to configuring the "Autocomplete on timeout" setting of an Action which will consider the Action as successfully completed when the Due Date is reached.
2021.1.10.0	Enhancement: When an External API Action is marked as not done successfully by a 3rd party system, Enate will route the Action to a User.	Previously the Action would be Closed and the Case would be placed in the Problem state.
2021.1.9.0	New Feature: Enate can log all actions to a log file on the server. The level of information can be selected from fatal (critical errors) to verbose (every possible detail).	Enate may require "Debug" level information to be available to the Support Team in order to resolve support requests.
2021.1.9.0	Enhancement: When incoming emails only match a disabled Email Route, an error is logged and the message is placed in the Unprocessed Emails list in Enate Monitor.
2021.1.9.0	Enhancement: When a Send Email (and Wait) Action is unable to send an email because no valid recipient exists, the email will show as "Cancelled" in the Timeline and a user can forward it to a valid recipient.	Previously the Action could be performed by a User but no copy of the original email which was unable to be sent was shown.
2021.1.9.0	Enhancement: The Trigger External WebAPI Action now retries for a fixed number of attempts before marking the Action as 'Unable to complete' and escalating the Case to its owner. Previously this retried 3 times and resulted in an Error that must be resolved using Enate Monitor.	The number of retries for all integrations can be configured in Builder. Retry of integrations is done exponentially so the first retry is after 1 minute, the second 2 minutes, the third 4 minutes, etc. up to the configured limit. A User can force the retry to occur immediately in the web interface.
2021.1.9.0	Enhancement: The Packet Details screen of Enate Monitor has been re-written to display new information added in 2021.1 and to remove data that has been refactored into other areas.
2021.1.9.0	Enhancement: The Find Packets screen of Enate Monitor has been re-written to allow easier searching for Work Items.
2021.1.9.0	Enhancement: Significant increase in validation of updates to Cases, Tickets and Actions when performed by a 3rd party system.	These scenarios were already blocked by the Enate UI. Previously integrations that sent invalid data may have generated and logged an error. They now return explicit messages describing the data that was invalid (for example trying to use a non-existent Contact Tag or referencing a Contact from a different Company than the Work Item, etc). This is not documented as a breaking change as the API signature has not changed. In addition, as these represent scenarios that are blocked then a change in the nature of the response is not considered a breaking change.
2021.1.9.0	Enhancement: Enate MI Message Priorities and retry options are reset to platform defaults.
2021.1.9.0	Enhancement: Enate Manager allows the PostHog and User Pilot API Key to be set.
2021.1.6.0	New Feature: Schedule view in Builder now shows all the Case Processes it is linked to so that the impact of changes can be assessed.
2021.1.6.0	New Feature: All outgoing emails are written to a background queue instead of being sent in real-time.	Please see documentation for full details of this feature including Outbox view, delaying an email to allow immediate cancel, scheduling an email to send in future, automated retires when mail server is unavailable, etc.
2021.1.6.0	New Feature: A Case / Ticket Process in Builder can show all the places it has been cloned to.
2021.1.6.0	Enhancement: When Starting an independent Case from a Case in Work Manager, the new Case will open in a new Tab in Draft mode for the User to submit after passing validation.
2021.1.6.0	Enhancement: When starting an independent Case from a Case in Work Manager, the user can now copy across selected data.
2021.1.6.0	Enhancement: When a Ticket is resolved by launching a Case, an override due date can now be specified if the Due Date Flavour selected in Builder allows override (either always or on creation only).
2021.1.6.0	Enhancement: When a (Sub) Case is started from a Case, an override due date can now be specified if the Due Date Flavour selected in Builder allows override (either always or on creation only).
2021.1.6.0	Enhancement: The Timeline now includes further details (where appropriate) regarding status changes, if an Action is in a peer review stage, and the resolution method of a Ticket / Action, etc.	This data may not be available for Work Items completed before 2021.1 was deployed.
2021.1.6.0	Enhancement: Starting an independent Case from a Case now also copies across any existing Defects.
2021.1.6.0	Enhancement: Splitting a Ticket now copies any defects from the source Ticket.
2021.1.6.0	Enhancement: Schedule view in Builder now shows all the Case Processes it is linked to so that the impact of changes can be assessed.
2021.1.6.0	Enhancement: Peer Review Actions can now include a separate Peer Review Checklist.
2021.1.6.0	Enhancement: Integration with ABBYY FlexiCapture will now retry for a fixed number of attempts before escalating the problem to a User.	The number of retries for all integrations can be configured in Builder. Retry of integrations is done exponentially so the first retry is after 1 minute, the second 2 minutes, the third 4 minutes, etc up to the configured limit.
2021.1.6.0	Enhancement: Integration with ABBYY FlexiCapture can now be disabled in Builder.	The integration will automatically disable after a chosen number of failures which can be configured in Builder.
2021.1.1.2021	Security Enhancement: "Powered by ASP.Net" HTTP Header is removed from all responses to mask the platform providing Enate.
2021.1.1.2021	New Feature: Work Manager now includes a Contact Management page where users can see all the Contacts in the system and make changes to them.
2021.1.1.2021	New Feature: Work Items now use a vastly simplified Status model.
2021.1.1.2021	New Feature: Work Items now record their method of resolution separately to the Status itself, simplifying user understanding and reporting.
2021.1.1.2021	New Feature: Work Items now record the reason for a Wait Status separately to the Status itself, simplifying user understanding and reporting.
2021.1.1.2021	New Feature: User Management in Builder allows the resurrection of a deleted User Account.
2021.1.1.2021	New Feature: Enate provides in-product demonstrations and videos on new features.
2021.1.1.2021	New Feature: Enate captures usage analytics to target future development.	This can be disabled at a platform-level using the new option in Builder.
2021.1.1.2021	New Feature: Enate can raise WebHooks for activities on a Work Item to allow event-based integration with 3rd party systems.
2021.1.1.2021	New Feature: Custom Views can now be saved in the Views section of Work Manager.
2021.1.1.2021	New Feature: Configuration of Permissions has been simplified and can be fully configured within Builder.
2021.1.1.2021	New Feature: Companies can be grouped together under a "Parent" Company to better represent real-world corporate structures.
2021.1.1.2021	New Feature: Cases can now wait until a future date in the same way as Tickets and Actions.
2021.1.1.2021	New Feature: User have the option to display deleted objects in Builder.
2021.1.1.2021	New Feature: Builder allows the cloning of Customers, Contracts, Services, Service Lines, Case Types, Action Types, Ticket Types and Calendars.
2021.1.1.2021	New Feature: An audit history of who changed configuration in Builder is recorded and shown in the UI.
2021.1.1.2021	Localisation Improvement: Text concatenation issue for "con migo" corrected to be "conmigo".
2021.1.1.2021	Feature Removal: The ability to configure User Extension Properties (previously available in Configuration Manager) is not available in 2021.1.	Already configured Extension Properties continue to be available on Users and Contacts.
2021.1.1.2021	Enhancement: Users can copy and paste data from the Home page grids and the Views grid in Work Manager and Builder.
2021.1.1.2021	Enhancement: Users can apply multiple filters to the Manage and Inbox page grids of the Work Manager Home Page.
2021.1.1.2021	Enhancement: User Session history is exported to the warehouse for reporting and analysis.