API

Billing

CustomerCenter

Stand Alone Equipment quantities are now handled correctly when adding multiple quantities from the shopping pages.

Imports & Exports

All of the Charge Imports no longer allow setting the Stop Date before the Start Date.

Notifications, Escalations, and Events

People

Service Desk

IN-6060

IN-6196

API

Billing

Added the Error column to the Call Details grid.

Billing Parameters

Bills

IN-5035

IN-5782

•  Change the "Total" column name to "Sub Total" moved to end
•  Moved "Total Tax" to be the last column
•  Added "Annual", "Semi-Annual", and "Quarterly" columns
•  Added a new column for the "Grand Total" to replace "Total"
•  Removed "Services w/MRC" and "Services w/o MRC" columns

IN-5893

IN-6009

IN-6023

The Bill Forward and Bill Backward flags can no longer be changed on existing MRC Charge Catalogs. This will prevent data problems caused by Changing a Charge Catalog from non-Bill Forward to Bill Forward and vice-versa.

Calls with Expense Type Object Code Overrides now Bill properly.

IN-6223

IN-6224

Cable

Cable Ports/Pins/Lens

Inventory Ports/Pins/Lens

Ports/Pins/Lens Grid

Ports/Pins/Lens Form

The Equipment PPL grid no longer shows the wrong cable name when a PPL is connected to more than one pair by removing: corrects duplicated Cable Names in PPL Grids when a PPL is assigned on multiple Cables
This fix also optimizes the PPL data queries.

Catalogs

Adding a Building inside of another Building is no longer allowed.  

Added a Building Group Location Type to allow grouping multiple buildings under a single Location that is not a site. (i.e. in cases where a building has multiple entrances with a 911 address).

Deactivating a Charge Catalog now properly deletes the ARC and NRC Charges.

CustomerCenter

Editing a link in the CustomerCenter Favorites widget now updates the widget with the changes instead of creating a new widget.

General

MySQL 8 Support

Ubuntu Support

PHP 7.4 is Required

Upgrading to MySQL 8

PHP 7.4 Upgrade

Updated System Requirements

The Grid

IN-4992

IN-3638

Bulk Update Forum Discussion

Services Bulk Update

Equipment Bulk Update

Service Desk Bulk Update

IN-4964

Users Group 2020

Imports & Exports

Calls Import

Usage Import

Archiving Call Details will no longer throw a "Duplicate Error" when a duplicate call already exists in an Archive table.

Call Import Fixes

• The Import no longer crashes when setting the Call Type to Ignore.
• The Import will no longer crash when a mapped Service Host error is combined with another call error.
• The Import no longer crashes when a LATA value is over 3 digits long.
• Invalid Call Types no longer cause the Import to crash.
• The Import will now look up Location values if the Location fields were mapped, but blank values were provided in the file.
• The Import no longer locks up when a decimal duration value is used with duplicate call records.
• The Import no longer fills the Error Log Explorer with warnings triggered by processing some 7-digit number calls.
• Format Errors on any field no longer causes the Import to crash.
• A Blank or Invalid Bill Date in the Import file no longer causes the Import to crash.
• Format Errors no longer trigger a "Lists Lookup" SQL error.

IN-2833

IN-5132

Several Usage Import crashes were fixed.

Fixed several different Import crashes caused by not mapping some child tab fields.

Service Order Import Fixes

• The Import now properly reports all validation errors.
  
• The Import no longer crashes if the Service or the Service Catalog is not found.

Inventory

Added columns for Serial Number, Equipment ID, and Associated Service ID to the Warehouse Actions Grid

IN-4272

Users Group 2020

Services

Fixed Phone Service form perspective error when a Catalog was set on the perspective.

Service Desk

Completed Service Desk Actions will no longer Finalize if charges exist on the Action and the Service is not billable.

Clicking on the Service ID field in the Service Desk View Path Report (when a Service does not exist on an Add Action) no longer triggers an error.

Fixed an error from the Service Desk 360 Wizard which would happen if the user set a Request Date on the Wizard and if the Service had a remark on it already.

IN-3257

IN-4376

IN-4466

IN-4467

IN-5668

IN-5056

IN-5875

Fixed bug that prevented adding a Path Legs from Incident Requests and Incident Reports.

Fixed issue when a single unit of Equipment is completed for a multi-unit piece of Equipment the entire Equipment record was updated.

IN-5686

IN-5924

MENU

USERS_PREFERENCES

BILLS

DROP COLUMN `TOLL`;
DROP COLUMN `LOCAL`;
DROP COLUMN `MRC_SERVICES`;
DROP COLUMN `NON_MRC_SERVICES`;
DROP COLUMN `CALLS_DURATION`;
CHANGE `MRC` `MONTHLY_RECURRING` DECIMAL(18,5) DEFAULT 0;
CHANGE `NRC` `NONRECURRING` DECIMAL(18,5) DEFAULT 0;
ADD `ANNUAL_RECURRING` DECIMAL(18,5) DEFAULT 0 NULL;
ADD `SEMI_ANNUAL` DECIMAL(18,5) DEFAULT 0 NULL;
ADD `QUARTERLY` DECIMAL(18,5) DEFAULT 0 NULL;

BILLS_PROCESSLOG

ADD INDEX `BILLS_PROCESSLOG_3` (`BILLS_RECID`, `RECORD_RECID`, `RECORD_TABLE`)

Billing

Counts of Services on a Bill based on Charge Type

Forum Posts:

Bill Grid Columns

Changes to Bill Generation Grid

CustomerCenter

Stand Alone Equipment quantities are now handled correctly when adding multiple quantities from the shopping pages.

Notifications, Escalations, and Events

People

API

Billing

CustomerCenter

IN-6030

IN-5920

Corrected the behavior of the GLA Pickers and Owner Pickers to properly obey the GLA Permissions on the logged-in user's contact record, or the coordinator's departments.

The corrected behavior is as follows:

• Non Coordinator Users
  • The GLA picker is now restricted to the GLA permissions on the logged-in user's contact record.
  • The Owner Picker is not editable, the field auto-populates with the current user.
• Coordinator users
  • The GLA picker is now restricted to the GLA permissions on the logged-in user's contact record. If Permit-None is specified, no GLAs are available. If the Contact GLA Permissions are empty, it is restricted to the GLA Permissions on the Coordinated Departments.
  • The Owner Picker is restricted to users associated with the logged-in user's coordinated departments or Contacts within those departments.
  • For Cart Actions the Owner Picker is restricted to users with the items Billing Groups RECID and associations to the logged-in user's coordinated departments.

CustomerCenter Administration

The Cart

Special Pricing Options

General

IN-5824

IN-5853

Imports & Exports

IN-6025

Inventory

IN-5907

IN-6043

Notifications, Escalations, and Events

IN-5942

The SD_OWNER fields on the Escalation Criteria form for Service Desk Events are now accessible.

Reports

IN-3059

IN-5896

Services

Service Desk

Double-clicking a row on the My Service Desk grids now opens the Service Desk Item instead of the Workflow form.

This change affects the following My Service Desk grid reports:

• Workflow
• Workgroup
• Assigned Workflow

My Service Desk

Service Desk Reports

Finalizing Service Desk Items no longer sets the wrong date on Annual, Semi-Annual, or Quarterly Recurring Charges.

Billing

Cable

CustomerCenter

Custom Content

Account Profile

IN-5781

IN-5747

General

E911 Changes

This update will update the data in the E911 snapshot and load E911 fields from All addresses in the Database. 

Generating the E911 report now requires using the USE_E911_NENA2_FIELDS configuration option, if the option is not enabled the process will throw an exception.

NOTE: This will likely create a change record for every Service on a Building where the Nena2 fields were previously blank. The change records created by this process would be a one-time change.

The E911 Report will now convert "Court" to the prefix "CT".

Imports & Exports

Notifications, Escalations, and Events

Reports

Service Desk

Escalation Criteria

Creating an Escalation

Escalations

API

When creating Upgrade/Downgrade Actions via the API, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values (if values are not provided in the API Request).

IN-4978

IN-4987

Cable

CustomerCenter

IN-5671

General

Imports & Exports

When creating Upgrade/Downgrade Actions via an Import, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values (if values are not provided in the Import File).

IN-4978

IN-4987

Services

IN-5184

IN-5222

IN-5194

Service Desk

Service Desk Archiving Fixes

• The Service Desk Archiving process will now archive Service Desk Items where some data was not defined (such as a NULL value for the USE_QUANTITY column on Service Desk Charge records).
• When a single Service Desk Item fails to Archive, will no longer get stuck; the process will continue to archive records.

IN-5090

IN-3923

When creating Upgrade/Downgrade Actions on a Service Order, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values.

IN-4978

IN-4987

Upon saving an Action, the Default Action GLAs will now copy from the Service Order to the Action, if there is not a GLA already on the Action with the same Expense Type. This applies to customers who use the "Multiple Default Action GLAs" configuration option (SDA_ALLOW_MULTIPLE_DEFAULT_GLAS).

For customers not using the configuration option, the Action will load the Default Action GLA from the Order when the Action is saved and does not have a GLA with a Default Expense Type.

IN-5171

IN-2998

IN-2999

API

Service API Calls

Equipment API Calls

GLA API Calls

IN-2872

IN-3768

Billing

Alternate Recurring Charges now have a Start Date and Recurring Date value.

This allows starting Alternate Recurring Charges mid-cycle and preserving a consistent Recurring Date.

Service Charges

Equipment Charges

GLA Charges

Charges Report

Bills

Significant changes to Contact GLA Permissions.

• This change affects which GLAs Contacts and Coordinators can see to when viewing the bill, receiving the Bill Coordinator Email, or creating a Service Request in CustomerCenter. Contacts will no longer inherit the GLA Permissions from the Contact's Department. Instead, they will only use the GLA Permissions specifically set on the Contact Form. This applies to Coordinators as well. Coordinators, however, will still inherit the GLA Permissions from the Departments they coordinate, but only if there are no GLA Permissions listed on the Coordinator's Contact Form.
• The GLA Permissions grid on the Contact Form is no longer restricted by the Contact's Department or the Coordinated Departments. Any GLA matching the Billing Group Format can be added to the Contact's GLA Permissions.  When GLA Permissions are removed from a Department Form, they are no longer removed from Contacts belonging to those Departments.
• A bug was fixed on the Contact Form GLA Permission grid for the "Inherited Permissions" button. Clicking this button now properly shows the Contact's inherited permissions and will reflect the other changes to GLA Permission inheritance called out above. If the Contact is a Coordinator, the button will show the GLA Permissions from the Departments where that Contact is a coordinator. If the Contact is not a coordinator, there will be no inherited permissions.

IN-3562

IN-4156

IN-3333

Forum Discussion of the changes

Workers/Contacts - GLA Permissions

Department Hierarchy - GLA Permissions

Department Hierarchy - Coordinators Tab

CustomerCenter Cart

Stopping a Charge on the last date of a billing cycle now sets the Stop Date to the last date of that billing cycle, rather than the last date of the following billing cycle.

Cable

Catalogs

CustomerCenter

Updates to the CustomerCenter Theme Manager

• Added font options to CustomerCenter Themes.
• Added a "Set All" option to the CustomerCenter Themes (i.e, added the ability to set all Activity Type colors to the preselected colors).

Theme Manager

Customizable Content Requirements

When using Special Pricing (GLA or Billing Group) prices are now displayed on CustomerCenter.

• For coordinators, the default prices are loaded from the catalog.
• For non-coordinators, pricing will be loaded based on the Billing Group of the User, or if GLA Pricing is used, the GLA (Account) selected.

Special Pricing Options

Shopping

Menus and Links

My Services/Equipment Widget

Department Services/Equipment Widget

Added User Preferences to CustomerCenter

• The new User Preferences were added to the existing Account Profile page.
• Added the ability for users to save  Home Page widget preferences.

Account Profile

Customizable Content Requirements

CustomerCenter Parameters

Cart Requests

Catalogs with Billing Group Permissions are no longer displayed in CustomerCenter unless a valid Owner is selected first. This matches how Location Permissions work in CustomerCenter.

General

IN-3996

IN-4489

Added Email support for the Office365 REST Client with OAuth.

Configuring Email

Email Account Parameters

*Microsoft Ending Support for Basic Authentication

Allowed Functions

Custom Events

Custom API

Custom Validation

Syntax

IN-4238

IN-4256

Escalations

Events

Creating an Escalation

IN-2820

IN-2834

IN-3583

IN-2978

IN-2817

IN201834607

Imports & Exports

The Path Import now supports the Header, Footer, and Notes fields.

Added "Append Permitted GLA", and "Append Approval GLA" flags to the Contact Import.

Service Charge Imports

GLA Charge Imports

IN-2842

IN-2847

IN-4261

Charge Import Fixes

• The Import can now update the Prorate Flag and Stop Date at the same time.
• The Import can now save Stop Dates for Alternate Recurring Charges.

Service Charge Imports

GLA Charge Imports

Contact Import Changes

• The Import now verifies the format of the Phone Number value. If the format is not correct a warning is saved to the Import Errors grid and the Phone Number is not saved.
• The Import now supports the Default Incident SLA field.
• The Import now requires the First Name and Last Name to be not blank.
  
• The Import now requires a Customer Number if the Customer Type is set.
• The Import now enforces the rules for Contact Types.  See the Workers/Contacts documentation for the full set of rules.
• The Import now throws an error when an Inactive Department Hierarchy, Billing Group, GLA, or SLA is used.

Full Path Import Fixes

• The Import now reports an error if you try to update a Service with an invalid Owner value. Previously, it would quietly not update the Service.
• The Import now requires the Port Side value. If a Port is provided with no Port Side, it will cause an error.
• The Import now notices if you try to use a Port already in use on another Path. If the Port has the Multiple-Flag set, it will report a Warning. If the Multiple-Flag is not set, then it will cause an Error.
• The Import now uses the Path Status Value to set the Path Status. Previously this field existed, but any value provided was ignored.
• The Import now throws an error when a Pair/Strand Status is Bad, or if the Pair/Strand Status is not Spare (unless the Multiple flag is set).

IN-2821

IN201833083

Cable Path Import Fixes

• The Import now notices if you try to use a Port already in use on another Path. If the Port has the Multiple-Flag set, it will report a Warning. If the Multiple-Flag is not set, then it will cause an Error.

Location Import Fixes

• The Import is now validating the range and the format of the Longitude and Latitude values.
• The Import no longer throws an SQL error if the import file provides an invalid state.
• The Import can now update the Location Name of existing records,

Service Import Fixes

• The Import now enforces the "Location Required" flag set on the Service Catalog.
• The Import now requires a Service Host on Active Phone Services.
• The Import now requires an Owner on Active Services.
• The Import now supports adding to or replacing the Contacts on a Service.
• The Import no longer allows Services to be created using 'Category' type Service Catalogs.

Equipment Catalog Import Fixes

• The Import now properly looks up the Catalog Names using the Full Hierarchical Path, rather than just the Catalog Name.
• The Import is now able to successfully look up GLAs where the First or Last components are blank.

Inventory

Modified the Inventory Overview Grid inventory count columns.

Changed the On Hand and Pending columns to:

• On Hand: Comes from the Warehouse (Location Path) and means there are X number of records in that Location (Warehouse) that are Unassigned.
• Total On Hand: Comes from the Warehouse (Location Path) and means there are X number of records in that Location (Warehouse) or its children that are Unassigned.
• Pending: Comes from the number of Equipment record(s) that are on Pending Orders or Actions for a given Location(Warehouse)
• Total Pending: Comes from the number of Equipment record(s) that are on Pending Orders or Actions for a given Location(Warehouse) or its children.

IN-3558

IN-4122

IN-5136

People

IN-3899

IN-4043

Service Desk

Prior to 2020.4, completing a Service GLA change on a Miscellaneous Action would update the Charge upon Completion, and would not update the Charge dates based on the Finalization Date. Now Finalizing the Action will update the Start and Stop Dates based on the Finalization Date.

When doing a Service GLA change through a Misc Action, the service's charges get updated with the new GLA upon completion using the billed through date. When the action is then finalized, the charges do not get updated again with the Finalization date. 

IN-4140

IN-4404

Updating an Inquiry Status (to On Hold, etc) once again loads Workflow from an SDC.

BILL_DETAILS

ADD `ALTERNATE_START_DATE` DATETIME  NULL
ADD `ALTERNATE_RECURRING_DATE` DATETIME  NULL
ADD INDEX `CHARGES_7` (`ALTERNATE_START_DATE`)
ADD INDEX `CHARGES_8` (`ALTERNATE_RECURRING_DATE`)
ADD INDEX `CHARGES_9` (`ALTERNATE_STOP_DATE`)

Updates data in the NRC_TRANSACTION_DATE column.

Changed column BILLED_FORWARD_THROUGH to BILLED_THROUGH_DATE

SERVICE_DESK_CABLING_PIT

DROP COLUMN `BILLED_DATE`
ADD `ALTERNATE_RECURRING_DATE` DATETIME  NULL

ADD `REPLY_TO` VARCHAR(100)  NULL
ADD `TOKEN_RECID` INT  NULL
ADD INDEX `TENANTS_EMAILS_3` (`TOKEN_RECID`)
MODIFY COLUMN `LOGIN` VARCHAR(100)  NULL
MODIFY COLUMN `PASSWORD` VARCHAR(200)  NULL

SERVICE_DESK_CABLING

DROP COLUMN `BILLED_DATE`
ADD `ALTERNATE_RECURRING_DATE` DATETIME  NULL

General

Reports

Emailing a grid report with all rows from the grid, now includes all rows (previously the emailed report only contained the first row).

IN-3059

IN-5896

Service Desk

Billing

General

E911 Changes

This update will update the data in the E911 snapshot and load E911 fields from All addresses in the Database. 

Generating the E911 report now requires using the USE_E911_NENA2_FIELDS configuration option, if the option is not enabled the process will throw an exception.

NOTE: This will likely create a change record for every Service on a Building where the Nena2 fields were previously blank. The change records created by this process would be a one-time change.

The E911 Report will now convert "Court" to the prefix "CT".

Notifications, Escalations, and Events

Service Desk

Escalation Criteria

Creating an Escalation

Escalations

API

When creating Upgrade/Downgrade Actions via the API, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values (if values are not provided in the API Request).

IN-4978

IN-4987

Cable

CustomerCenter

General

Imports & Exports

When creating Upgrade/Downgrade Actions via an Import, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values (if values are not provided in the Import File).

IN-4978

IN-4987

Services

IN-5184

IN-5222

IN-5194

Service Desk

Service Desk Archiving Fixes

• The Service Desk Archiving process will now archive Service Desk Items where some data was not defined (such as a NULL value for the USE_QUANTITY column on Service Desk Charge records).
• When a single Service Desk Item fails to Archive, will no longer get stuck; the process will continue to archive records.

IN-5090

IN-3923

When creating Upgrade/Downgrade Actions on a Service Order, the Billable and Report 911 flags are now pulled from the Service Catalog, not the existing Service values.

IN-4978

IN-4987

Billing

Cable

Calls & Rating

IN-5057

IN-4321 

CustomerCenter

Some AdHoc Grids that failed to export as CSV files previously, will now export from CustomerCenter.

(i.e., AdHoc Grids that use bind variables may now be exported as CSV files from CustomerCenter.)

Imports & Exports

GLA Import Fixes

• The Import no longer creates a blank component record using an empty string rather than a null value.
• The Import can now find existing GLA records when the last component of the GLA is blank. Previously the Import was not able to look up those GLAs.

IN-4446

IN-5094

Inventory

Reporting

Service Desk

My Service Desk

Workflow

Service Desk Items will no longer allow Services and Equipment to be Owned by both a Contact and a Department Owner.

Note: There will be an AdHoc added during the upgrade process to allow customers to find and fix any Services or Equipment that have two Owners defined.

IN-3335

IN-4395

IN-4340

IN-5090

IN-3923

API

Billing

Added Expense Management

• Invoice Reconciliation
• Current Charges Discrepancy
• Missing Invoiced Item

Cable

Pairs/Strands

Cable

CustomerCenter

Redesigned the Shopping Cart

• Persistent Cart

  • The Cart is saved as items are added. If the user logs out of the system and then back in, the Cart will be restored.
  • The count next to the Cart Icon now indicates how many requests are in the Cart, not the number of individual items in the Cart.

• Save Incomplete Requests

  • Customers may enter partial requests and save them for later.
  • Each Request is saved automatically, even if the values required to submit the Request (s) are not populated.

• Updated Submission Process

  • Requests can be submitted individually or in bulk.
  • Customers can submit some or all of the requests from the Cart.
    • Submitted requests must specify all required information.
  • Requests missing required information cannot be submitted.
  • Each Request can have a customizable name, limited to 30 characters.  The default name will be "Request 1", "Request 2", etc.
    • When the requests are submitted, the request name will be saved as a remark on the Request.

• Completely Redesigned Cart Layout

  • The Cart may contain multiple requests.
  • Each Request has an Icon to indicate whether the Request is "Complete" or requires more information. 
  • Requests are editable from the Cart. 
  • Partial Requests cannot be submitted.

  • One or more requests can be submitted or deleted at a time.

  • Individual Actions and Equipment may be deleted from a request.
  • Requests are validated before submission. 
  • Added a configuration option to allow Pending Requests to Expire. 
    • A button to the top of the cart allows the user to toggle between current and expired Requests.
    • Expired Requests cannot be submitted.
• Added the Service Reference field to Change Actions in the Cart.

The Cart

CustomerCenter Parameters

Cart Redesign Requirements

Training Videos

CustomerCenter Administration

User Defined Fields Associations

Adding Videos to CustomerCenter

Customizable Content Requirements

Training Videos 

Options for easier selection of a Contact or Location

• Users now have the option to choose an Owner type of "Contact," "Department," or "I can't find" in the Cart.
• Users now can choose a Location using the "Find Existing Option" or "I can't find" option in the Cart.
• Note: If "I can't find" is chosen, the user can type in the Contact/Department Name or Location into a text field. This information will become a remark when the Request is submitted. 

We improved the CustomerCenter Theme Manager design.

• Improved Uploader for the Theme Logo.
• Improved Theme selector.
• Replaced the Create New Theme link with a New Theme button for creating a new Theme. 
• New buttons for Make Active, Copy, Preview, Reset, Deactivate, and Delete Theme options.

Redesigned Receipt Page (Submitted Request Summary)

Redesigned Change Menu Options in CustomerCenter.

• Report A Problem (submit an Incident)
• Change Request Options
  
  1. Request a New Service ID
  2. Upgrade / Downgrade Service
  3. Add a New Location
  4. Move to a New Location
  5. Change the Owner of the Service
  6. Other Miscellaneous updates
• Disconnect Service (Request the deactivation of the Service/Equipment)

Changed "Report a Problem" to "Report an Issue" in the Main Menu.

Note:  This is a default value in the Menu. With the customization options added to CustomerCenter, users can now change this default setting.

IN-2965

IN201833105

Autocomplete/Auto-filtered values on CustomerCenter pickers now let you select a value. (Previously, if you started typing in the picker fields and a drop-down with auto-filtered selections appeared, you could not select a value.)

Using the "Breadcrumb" navigation at the top of the Equipment Catalog page now takes the user back to the page that was selected, rather than the first page.

Certain User Defined Fields, such as Currency, no longer cause an error when a Service Request is converted to a Service Order, or when an Incident Request is converted to an Incident.

General

Added PHP 7.4 Support

Note: PHP 7.4 is not required at this time to upgrade PCR-360, however, a future upgrade will require PHP 7.4, since PHP 7.2 support is ending in December 2020.

Imports & Exports

Ports/Pins/Lens Import

• The Import no longer requires the Status value of updates. (It is still required for Adds).
• The Import now requires a Side to be specified.

Equipment Import

• The Import now validates values for IP Addresses, subnets, gateways (IPv4 and IPv6), and the MAC Address. 
• The Import no longer crashes (throws an SQL error) when some Equipment Import fields are mapped and no values were provided in the file.
• The Import no longer fails when the Purchase Price is left blank.
• The Import now requires the Serial Number for new records if the REQUIRE_SERIAL_NUMBER configuration option is set.

• The Import can now find existing records by Serial Number, or by the new Equipment RECID field. Note: This is useful when trying to update Equipment where the Equipment ID and Asset Tag are both empty.
  The lookup order for the Import:  Recid, Asset Tag, Equipment ID, then Serial Number.

Service Order Import

• The Import now supports the Rating Group Service detail option.
• The import can now use GLAs where the first or last GLA Component is blank.

Cable Path Import

• The Cable Path Import now has a mappable Service RECID field to let you specify a Service that has a blank Service ID.

Service Import

• The Import now reports an error when you try to add Equipment to a Service that is already associated with another Service.
• The Import now allows users to create an Other Type Service or Custom Type Service that has a blank Service ID.

Unified the logic for Service ID lookups in the following Imports to provide a more consistent experience between Imports: Cable Path, Service Charge, Service Order, and Service. The Imports now find the correct Service record if you provide an Alias, a formatted Service ID, or an unformatted Service ID.

Inventory

MAC Address Changes

• The MAC Address is now a unique value across all Equipment Records and is enforced by a database constraint. Note: Before upgrading to 2020.3, you will need to remove any duplicate MAC Addresses. An AdHoc query to find duplicate values has been provided in the documentation column.
• Customers will now have a more consistent experience when searching for a MAC Address on the Equipment grid.
• It is now possible to bulk add Equipment records with the MAC Address.

Inventory: Network Tab 

AdHoc Duplicate Query

AdHoc Library

MAC Address Requirements

Services

Service Desk

MAC Address Changes

• The following information was added to the Service Desk Incidents, Orders, and Actions Printouts.
  
  • Equipment ID
  • Serial Number
  • MAC Address
• The MAC Address field on Service Desk Equipment now accepts both formatted and non-formatted MAC Addresses. 

• The MAC Address field is now enabled on the Incident Equipment Form, just like it is on Service Desk Orders and Actions.

• The MAC Address and other identifiers (Equipment ID, Asset Tag) will not be updated on the Equipment Record until the Service Desk Equipment is completed.

Warehouse Actions

Service Desk Equipment 

Incidents 

MAC Address Requirements

Added Service Desk Action User Defined Fields.

• This change renamed the User Defined Fields Tab to Service UDFs on Actions.
• Action UDFs are displayed on the User Defined Fields Tab on Actions.
• Action UDFs can also be displayed on CustomerCenter.

IN-2819

IN-2900

IN-3007

IN-2919 (IN201936593)

IN-2885

IN-2966 (IN201833140)

IN-2966

Completing Unit Equipment that is in a Picked-Up state, no longer displays an erroneous error message that there is no Equipment Available at the chosen Location.

IN-4083

IN-4361

IN-3798

IN-4014

IN-4064

IN-4205

IN-3560

ADD SECOND_CRITERIA_COLUMN VARCHAR(50)

ADD SECOND_CRITERIA_RECID INT(11)

Updates data in the CRITERIA_VALUE column.

Updates data in the CONTROLLER_NAME column.

ADD `AUDIT_THRESHOLD_PERCENT` DECIMAL(18,5)  NULL
ADD `AUDIT_THRESHOLD_AMOUNT` DECIMAL(18,5)  NULL
ADD `AUDIT_THRESHOLD_STATUSDAYS` INT  NULL
ADD `AUDIT_EXPECTED_CHARGES` LONGTEXT  NULL

EQUIPMENT

ADD UNIQUE INDEX EQUIPMENT_12 (`MAC_ADDRESS`)

SERVICE_DESK_CABLING_PIT

SERVICE_DESK_EQP

ADD COLUMN `EQUIPMENT_ID` VARCHAR(100) NULL
ADD COLUMN `ASSET_TAG` VARCHAR(100) NULL
ADD COLUMN `MAC_ADDRESS` VARCHAR(20) NULL

SDA_SERVICE_DETAILS

ADD COLUMN `RATING_GROUP_LISTS_RECID` INT NULL

SERVICE_DESK_CABLING

Billing

Cable

Calls & Rating

IN-5057

IN-4321 

Imports & Exports

GLA Import Fixes

• The Import no longer creates a blank component record using an empty string rather than a null value.
• The Import can now find existing GLA records when the last component of the GLA is blank. Previously the Import was not able to look up those GLAs.

IN-4446

IN-5094

Inventory

Reporting

Service Desk

My Service Desk

Workflow

Service Desk Items will no longer allow Services and Equipment to be Owned by both a Contact and a Department Owner.

Note: There will be an AdHoc added during the upgrade process to allow customers to find and fix any Services or Equipment that have two Owners defined.

IN-3335

IN-4395

IN-4340

IN-5090

IN-3923

API

Submitting poorly formed JSON data, or data with bad characters will no longer fail and return a null value. Now $params will be returned with the default data.

Billing

Custom Logic

Inventory

The Warehouse Actions Return is now changing the Service Desk Equipment Status from Pending to Complete.

Note: With this change, the Return "Quantity" field will no longer be available when returning "In" Equipment on Remove Actions. All items must be returned at the same time for Remove Actions.

IN-4304

IN-4262

General

Reporting

Services

Service Desk

Completing a Service Order with Actions no longer produces erroneous "Failed to save record" errors, when there is some other issue on the form (such as no owner or a missing GLA).

IN-3000

IN-4225

IN-4239

IN-4365

IN-4192

CustomerCenter

Custom Logic

Customer Validation now supports using call function to invoke Write methods for API types.

Custom Validation

Syntax