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(v1) .Release Notes v2019.7


Release 2019.7 is now available; it is a major release that contains many new features, bug fixes, and refinements. This is also our first Long Term Support (LTS) release. An LTS release is a Major Release that PCR will support for 12 months.  All other releases are supported for two release cycles.  LTS Releases will be patched (as a hotfix) for any Critical or High Impact bugs applied after a release.  These include (but are not limited to): service-impacting issues, billing issues, or charge-related bugs.  These issues have no workaround, or the workaround is cumbersome.  LTS Releases are intended to relieve “Upgrade Fatigue” for Customers who may not need all of the latest features but need critical bugs fixed.  Once the 12-month period has elapsed, PCR will work with customers to move them to the next LTS release.   


We will begin scheduling 2019.7 updates on customer Test systems starting January 28th, 2020.

Notable Changes

    • Added an AdHoc Grid Report Library to the wiki.
    • Updated various pages in the wiki to clarify current functionality.
    • Added Service Desk Archiving
      • It allows users to delete old data, such as Locations, Contacts, and Equipment (Foreign Keys to Locations, Contacts, etc. on Service Desk prevent deleting data).
      • It allows users to archive and potentially clean up (delete) old Service Desk Data.
      • It provides the ability to Demolish a Location, which allows the deletion of a Location along with all sub-Locations and associated Cable Data.  
      • Archiving old data improves the performance of grids and pickers.
      • Note: Customers interested in using Service Desk Archiving must email the Helpdesk to sign up for a training session to review how Archiving works and the implications of the various settings before PCR will turn on the Archiving Event. We will be setting up separate 2019.7 group training sessions to review new features.
    • Added Work Order functionality to allow for one-time Orders that do not create or manage Services.
    • Removed the Service Desk Cabling Report and replaced it with an AdHoc report.
    • Removed the Cable Locations Report and replaced it with an Adhoc report. 
    • Numerous fixes to Service Desk Imports.

    • Aging a Multiple Location Service that was used on an Incident no longer fails.
    • Redesigned the My Service Desk: Assigned and Workgroup grids towards a workflow focus.

Please review the Database Changes in 2019.7 and make any necessary changes to your Adhoc Grids, Custom Events, and API calls.


Review and Refresh Session(s)

Please follow our 2019.7 Review and Refresh forum post for any information related to the review sessions and to view the posted videos of the sessions, when available.

Key

Release 2019.7.12 (4-19-2021)

Component

Description

Type

Incident(s)

Documentation

General

Enabled Form Read/Write Permissions on Tree Elements, including the Catalogs tree tools. Users can now set the Catalog tree(s) to Readonly or Permissions Denied.

IN-5967Tree Elements Permissions

Reports

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



Service Desk

Completing an Upgrade/Downgrade Action once again copies the UDF values to the Service. (This fix was back-ported from 2020.4.2)

IN-5983

Release 2019.7.11 (3-19-2021)

Component

Description

Type

Incident(s)

Documentation

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".

IN-5724

Notifications, Escalations, and Events

The Notification Log form no longer throws an error when the CC (email) Field is populated.

IN-5201

Service Desk

Added a new Escalation/Notification Filter Variable, SDWF_ADDNEW,  to Service Desk Workflow events. 

IN-5201

Escalation Criteria

Creating an Escalation

Escalations

The "Add From SDC" button on Workflow no longer triggers two Workflow Start Date Notifications

IN-5201

Release 2019.7.10 (2-10-2021)

Component

Description

Type

Incident(s)

Documentation

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

Updating or saving a Cable Path on a Multiple Location Service no longer displays the message "A path may only be added to a Service with a Location."

IN-5670

General

The Crystal Reports: Batch Filters Grid should no longer fail to load for Oracle customers.

IN-5622

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

Generating a range of non-Phone Service records should no longer fail to create the Service records.

IN-5184

IN-5222

IN-5194


Service Desk

Increased the size of the "From Equipment Catalog" and "To Equipment Catalog" columns for the Service Desk Cable records to prevent data truncation.  The Service Desk Cable Archive table was also updated.

IN-5047
Adding a User-Defined Column (UDC) to the My Service Desk Workgroup or Workflow grids no longer displays an "Oops Error" message.

IN-5189

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


Returning Equipment on a Billed or Completed Action should once again create a credit charge.

IN-5177

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


Release 2019.7.9 (12-16-2020)

Component

Description

Type

Incident(s)

Documentation

Billing

Billing Group Pricing now applies to GLA Charges.

IN-5072

Cable

Creating a new Cable Path from the Service form no longer defaults to creating the Path with a status of Left In.

IN-5066

Calls & Rating

The Call Rating process no longer fails if the Service Host cannot be determined.

IN-5057

IN-4321 


Imports & Exports

The Call Import no longer triggers "Undefined index AUTH_CODE_FLAG" warning messages that can fill up the Error Log.



Inventory

Staging multiple pieces of Equipment at the same time from the Warehouse Actions grid no longer reuses the same Equipment record multiple times.

IN-4429 

Reporting

Corrected minor formatting issues with PDF reports.

IN-5013

Service Desk

Users can now open the Service Desk Form that corresponds to the Workflow record from the Workflow Grids (i.e. if the Workflow is on an Action, the User may open the Action form or the Workflow form from the Workflow Grids).

 IN-4427

My Service Desk

Workflow

The Service Desk Archive Log retention process now properly cleans up log entries based on the timeframe set by the configuration option ARCHIVE_LOG_RETENTION.


Archive Log
Improved the loading times for the Service Desk Tab on Services & Equipment. For Oracle customers, the grid was either extremely slow or would not load.

IN-4336
The "Type Value" selector on the Escalation Criteria form now lists all Service Desk Types.



Service Desk number formats less than 8 digits now work properly.



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


The columns on the Service Desk Archive grids now match the corresponding Service Desk Grids (i.e. the columns on the Service Desk Actions Archive grid now match the Service Desk Actions grid.)

IN-5090

IN-3923


Release 2019.7.8 (10-06-2020)

Component

Description

Type

Incident(s)

Documentation

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

The Bill process now checks for Equipment Billling Group overrides for Equipment Charges.

IN-4342
The Bill process now checks for Billling Group overrides for GLA Charges.



Custom Logic

Restored the data displayed on the Schedule Tab on the Custom Events screen.

IN-4333

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

Fixed issues with the validator when creating an empty database for new installs.



Reporting

Due to licensing the constraints of Oracle Java, we have officially dropped support and switched to using OpenJDK for Crystal Reports.  Please submit any requests to upgrade java on our portal help.pcr.com.



Services

The Call Details Tab on the Service form now includes Rated Unbillable calls.

IN-4316

Service Desk

Service Desk Actions will no longer display an erroneous "was not found in the haystack" error on the Service Options field.



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


Release 2019.7.7 (09-01-2020)

Component

Description

Type

Incident(s)

Documentation

CustomerCenter

Approved Service Requests are now showing in the Service Requests Grid.



Custom Logic

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



Custom Validation

Syntax

Events & Notifications

Workflow Start Date Notifications/Escalations are now triggered when the Workflow Start Date is set automatically.

IN-4216

Services

The Service Desk tab on Services once again includes Pending Add Actions.

IN-4215

Service Desk

Completing a Service ID Action no longer clears the Path Location.

IN-4188 

SDC Workflow steps that should be added at completion are now added to Incidents and Work Orders upon completion.

IN-4196

Release 2019.7.6 (08-06-2020)

Component

Description

Type

Incident(s)

Documentation

API

The Service Desk API now properly supports Service/ Equipment UDFs on Incidents.


Service Desk API Calls

CustomerCenter

The Service Option flags (Billable, Directory, Report 911, etc.) are now set for Task, Change, and Remove Actions on Service Requests created from CustomerCenter.

IN201833105

IN-2965


SDCs are now properly applied to Service Requests when a matching SDC is found.

IN-4125
Existing Service Charges are now added to Change Actions on a Service Request.

IN-4125
Task Actions are no longer converted to or displayed as Add Actions in the Cart. Similarly, in certain cases, Add actions are no longer converted to or displayed as Tasks in the Cart.



Service Desk

Converting an Estimate to an Action now allows applying the Estimate to Task Actions.

IN-4153


Release 2019.7.5 (08-03-2020)

Component

Description

Type

Incident(s)

Documentation

Billing

The "Test File" column on the Call Details grid has been restored.

IN-3983
Back Dating a Monthly Recurring Charge Stop Date on a Back-Billing & Forward-Billing Charge no longer generates double Credits

IN-4051

Cable

The Service Location column on the Ports/Pins/Lens grid now displays data for the "To Port" on a Path. 

IN-3873

Events

Events that occur during the Fall Daylight Savings Time change should no longer fail. 



General

Long-running reports sent via email no longer get stuck in an infinite loop (which prevented the reports from being sent out). 

IN-3963

IN-3965

IN-3968

IN-3970

IN-3964

IN-3966


Service Desk

Completing a Service ID Action now sets the Ports/Pins/Lens status to Assigned. (Previously this was set to PDPC)



Default Charges from Task type Service Catalogs are now applied to Task Actions

IN-4031

IN-3915


The Add From SDC button on the Service Desk Workflow tab, now selects from the correct SDCs.

IN-4094


Adding Equipment to an Incident Request no longer generates an Oops Error. 



Release 2019.7.4 (05-20-2020)

Component

Description

Type

Incident(s)

Documentation


API

Added SDC support to the Add Incident API endpoint.


Service Desk API
Incidents created by API now automatically select an SDC when one is not provided.



Added the 'bill_date' parameter to the Service Charges API endpoint. This allows setting a Start Date for recurring charges via the API.

IN-3375Service API Calls

Billing

Clicking on the "Switch to full detail view" link, on certain Test Bills, no longer redirects you to an error page. 



Cable

The Ports/Pins/Lens Add Range functionality now properly updates Back Connects for ranges over 100 PPLs.

IN-3770
Various "minor" issues with the Port Side Requirement were addressed.



Service Desk Remove Actions now set Cable Pairs and Ports/Pins/Lens to Spare upon completion of the Action.

IN-3785

IN-3792

IN-3816


Adding Multiple Path Legs no longer causes an error when adding a non-spare Ports/Pins/Lens to the same Path.

IN-3039


General

Expanded the Authentication Mapping (AUTH_MAPPING) field on the ROLES table to allow for longer SSO Group names.


Authorization Parameters

Services

When a Service is used on a Service Order that has multiple Actions, the Service Desk tab on the Service form no longer displays data for all of the Actions on that Order.  Previously data for unrelated Actions was displayed on the Service Desk tab.

IN-3622

IN-3736


Release 2019.7.3 (04-29-2020)

Component

Description

Type

Incident(s)

Documentation

API

Creating a Service Desk Action via the API now sets the SDC_RECID. This bug prevented Workflows, Charges, etc. on an SDC from adding to the Action.

IN-2909

IN-2894


Billing

Refinements to Billing Invoices

  • Added the GLA Description to the "Bill To" section.
  • Invoices are now more customizable.  The following may now be configured:
    • The account info color
    • The table row background-color
    • Show/hide row borders
    • The row border-color
    • Suppress the current date. The date suppression is configurable for all reports, the bill, and Invoice
    • The Invoice Remittance Coupon content is now configurable. The coupon can also be removed from the Invoice.
  • Redesigned the Invoice Remittance Coupon.
    • The Credit Card information was removed from the default design.
    • Fixed layout issues with the PDF version of the Invoice.
    • Renamed "Current Balance" to "Outstanding Balance."  (i.e. the total amount due for Net-30, Net-60, Net-90, etc.)
    • Moved the remittance coupon onto a separate page at the end of the Invoice.
  • Tweaks to the Invoice's Payment Table formatting
    • Long descriptions now wrap to the next line
    • Payment date is now mm/dd/yyyy format
  • The "Transaction Details" on the Invoice Printout are now listed and grouped by the Service ID, rather than the charge code.


IN-3519

IN-2859

IN-3207

Invoices

Billing Parameters

The GLA Conflicts grid no longer generates an "Oops Error" when getting the grid count.

IN-3688

General

Numerous E911 Fixes and Improvements.

  • Significantly increased the speed of the E911 Export process.
  • Corrected the Community Name displayed on grids. Frequently the Building Number was displayed, but the Community Name was missing or incorrect.
  • The E911 Export now includes Services with no Locations when determining if a Service should be flagged as a "Delete" in the export.


Exports

E911 Feed

Service Desk

The Assigned Workflow and Workgroup grids now include Pending Workflow on Completed Service Desk Orders.

IN-3743

Release 2019.7.2 (03-16-2020)

Component

Description

Type

Incident(s)

Documentation

Billing

Clicking the Billing tab on the Equipment form no longer causes an "oops" error.



Catalogs

Making a Charge Catalog Inactive now stops or deletes the Charges on a Service desk item when the Service Desk item has a status of Pending, Hold, or Complete. If the Service Desk item has a status of Void, Finalized, or Billed, the Charges will not be stopped/deleted. This applies to all Service Desk Equipment and Service Charges. 

Previously it would attempt to alter items with a status of Void, Finalized, or Billed.

IN-3580

Communications




Added Cisco features:

  • Added the Associated Devices tab for Directory Numbers to the Service Desk Actions Communication form.
  • Added a column to the Endpoint/Phone picker to indicate whether the endpoint/phone has an associated directory number.


Cisco Documentation
Removed the checkboxes from Cisco Bulk Update Grids.

IN-3480

The auto-assign for Cisco Gateway Endpoints/Phones on Service Desk Move Actions now uses the "Move To" Location instead of the original Location.

IN-3432Cisco Documentation
Adding a new Analog Endpoint/Analog Phone via a Service Desk Action now populates the directory number information from Device Defaults.

IN-3321

General

Refinements to the Demolish Location form:

  • Updated the demolish button image and text
  • Increased the form size
  • Changed the event comment from "Event" to "Scheduled Archive Event"


Locations

Location Catalogs

Services

Non-billable Services (i.e., the billable flag is not checked) with Charges, are now picked up by the Aging Process.



The Service Aging process now uses the "Billing Complete" flag to determine if a Service with Charges can be aged. If any of the Charges are not flagged as "Billing Complete" then those Charges are considered Active, and the Service cannot be aged.

IN-3570

IN-3566


Service Desk

Service Desk Printout fixes:

  • Saving the Print Prefs on the Service Order grid, and printing an Action, no longer leaves off the child data from the Action(s). 
  • The Service ID now displays on Service Desk Action printouts.
  • Printing the Actions for a Service Order no longer repeats the Cable info for all of the Actions on each of the Action printouts.

IN-3532
Returning Service Desk Equipment no longer drops the Equipment Charges when more than one Charge exists on the Service Desk item and those Charges have different Expense Types.

IN-3345
The GLA Replace Process once again replaces the GLA on Service Charges.

IN-3506

IN-2910

IN-2923


Release 2019.7.1 (02-21-2020)

 

Component

Description

Type

Incident(s)

Documentation

General

Changes in 2019.7 prevented the Oracle Data load process from disabling foreign keys; this has been fixed.



Corrected issues with the Bill, Call and Import Archiving processes.



Cleaned up notices from Dashboard Widgets that could fill up the system log.



Release 2019.7 (01-27-2020)


Component

Description

Type

Incident(s)

Documentation

API

Added the ability to create Work Orders via the API. 


Work Order API
Added API attachment support for Service Desk API calls.


Service Desk API Calls

Service Desk Action API Calls

Billing

The Billing Group totals on the Bill now match the data on the "Billing Group" form.



Cable

Removed the Cable Locations Report and replaced it with an Adhoc report. This report is available in the AdHoc Grid Report Library. The new AdHoc loads significantly faster than the original report grid.
 

IN201834275

IN201935535 

IN201834626

Service Desk Cabling Report

Building Adhoc Grids

The Ports/Pins/Lens Range Generator no longer generates PPL records with the same IP Address when using an IP Address for the Range.



Adding Multiple Path Legs no longer fails if Ports/Pins/Lens are assigned.

  • Attempting to save multiple Path Legs, when the PPL does not allow multiples, now displays the proper error message to the user.
  • Deleting the Service Desk Path Leg from the Service Desk Path Leg form no longer fails.

IN-3039

Communications

Closing an Avaya form with unsaved data now prompts the user to save the record.



General

Added a "Modified Date" and "Modified By" column to the Department Hierarchy grid.  

Note: This change may affect saved perspectives.

Users Group 2019
Removed the "Password Reset" button on the Add New Users form. (Resetting the password on a User before saving the record would throw an error)



Imports & Exports

Added a Work Order Import.


Work Order Import
Added a Service Desk Miscellaneous Action Import.


Service Order Imports
Added a field for the "Associated Project" to the Service Desk Imports and "Associated Problem" to the Work Order Import.


Service Order Imports

Numerous fixes to Service Desk Imports:

  • The CSR field now requires the Contact to have a Type of "Service Rep."
  • Available Services are now correctly validated against Service Pools and follow the same eligibility restrictions as the Actions form.
  • UDFs now work with Service Desk Imports.
  • Added support for the Action Default GLA field.
  • Services that are not "Assignable" can now be used with Remove or Task Action Imports.
  • The Service Desk Import can now create Task actions without a Service Catalog specified. Only Upgrade/Downgrade Actions require the Service Catalog.

  • The Service Desk Import now generates an error if an Owner is specified for anything other than an Add Action or Owner Change Action.

  • Added validation to the Service Desk Imports to verify the following (any invalid combinations will result in an error):
    • Only Auth Code Services use Class of Service
    • Only Auth Code Services use Auth Code Type
    • Only Backbone or Data Services use Bandwidth
    • Only Phone Services use Report 911
    • Only Phone Services use Directory
  • Some valid SDCs were throwing an error that the SDC was not valid for the action; this has been fixed.
  • The Service Desk Import no longer ignores the Inactive status on the following fields:  Service Rep, Owner Contact, Owner Dept, Requestor, Default GLA, Action Service Host, Action Owner Contact, Action Owner Dept, Action SLA, Action Location, & Action SDC.
  • The Service Desk Import now correctly supports the Move-to Location field on Actions
  • The Service Desk Import now allows the existing Available Service Catalog to be a parent of the provided catalog.
    Example: if the Available Service has a Catalog of 'phone,' then the Catalog provided to the Import could be 'phone > Avaya'. However, the Import will error if the provided catalog is 'auth code'.
  • If the SDC field is not mapped on the import definition or is not provided in an import file, the Service Desk Import no longer picks a random SDC.
  • The SDA_Number field mapping was removed from the Service Desk Import.  There is no need to set the Action number via an Import at this time.
  • The Service Desk Import no longer allows Category Catalog items (i.e., Equipment, Service, or Charge Catalogs with the Category flag set).

IN201834801Service Desk Imports

Inventory

Added a "Display SD" button to the Warehouse Actions grid that opens the Service Desk record associated with the Equipment selected on the grid.

IN-2929 Warehouse Actions

Added the "Manufacturer" and "Manufacturer Part Number" from the Equipment Catalog to the Equipment Grid.

Note: This change may affect saved perspectives.

Users Group 2019
Changed the 'Activity' tab on Equipment to 'Service Desk'.


Service Desk Tab
Related Equipment Permissions no longer fail to update when updating Equipment Catalog records with more than 1000 child records.

IN201935538
Returning Equipment on the Warehouse Actions grid now accounts for the Expense Type on the Equipment.

IN-2841

Services

Addressed issues related to Multiple Location Services:

  • Unchecking the Multiple Locations flag on Services and saving the record no longer throws an "XHttp Request Action Failed" error. 
  • It is now possible to unset the Multiple Locations flag on a Service that was used on an Incident.
  • Aging a Multiple Location Service that was used on an Incident no longer fails.

IN201833807

IN-2876

IN-2839


Service Desk

Added Service Desk Archiving Functionality

  • It allows users to delete old data, such as Locations, Contacts, and Equipment.
  • It allows users to archive and potentially clean up (delete) old Service Desk Data.
  • Added a tab to the Location form to show records preventing Location deletion (i.e., demolish).
  • It provides the ability to Demolish a Location, which deletes the Location along with all sub-Locations and associated Cable Data.  
  • Added a weekly event that will archive Service Desk Items based on the Service Desk Archiving Days setting on the tenant. 
  • Added a manual process for archiving individual Service Desk Items that are eligible for Archiving.
  • Added an Archive Grid for each Service Desk type, and printouts for each of the Archived Service Desk types. (there are no forms for Archived Items).
  • Added an Archive Log that contains information on the records that were successfully archived as well as the records that failed to archive.  
  • Added a new audit type of "Archive" to indicate (with an Audit record) when a Service Desk Item was archived.
  • The Service Desk Tab on Equipment and Services displays both archived and non-archived Service Desk Items. (Requested at the 2019 Users Group)
  • Archived Data will not be cleaned up automatically (at this time) but can be deleted manually from the grid.

IN-2949 I

N201620470

IN201731118

Users Group 2019

Service Desk Archiving Requirements

Service Desk Archiving

Archive Eligible Grid

Archiving Days (set the 'Aging' timeframe)

Archive Log

Service Desk Events

Archive Parameters

Services: Service Desk Tab

Equipment: Service Desk Tab

Usage Tab & Demolish Location

Added Work Order functionality to allow for one-time Orders that do not create or manage Services.

  • Added Work Orders to the following Grids "Service Rep," "Workgroup" and "Assigned Workflow" Reports.
  • Added a Work Order Import.
  • Added the ability to create Work Orders via the API. 
  • Renames all usage of "Orders" in PCR-360 to "Service Orders" to differentiate from Work Orders.


Work Order Requirements

Service Desk

Work Order

Work Order API

Work Order Import

Associating Work Orders to Service Orders

Added the Reference Field to Task Actions.


Task Types

Redesigned the My Service Desk: Assigned and Workgroup grids towards a workflow focus.

Note: This change may affect saved perspectives.


My Service Desk Grids
Removed the Service Desk Cabling Report and replaced it with an AdHoc report. This report is available in the AdHoc Grid Report Library. The new AdHoc loads significantly faster than the original report grid.

IN201834275

Cable Locations Report

Building Adhoc Grids

Fixed a typo in the Cabling section of the Service Order Printout. (This affected the non-graphical version only).



The Service Desk Charges Tab is now editable for Completed Service Desk Items. (Previously it was read-only)



Fixed the Email Thread Section of the Service Desk Printout; it now shows values for Name, Subject, and Email



The Service ID now displays on Remove Action Printouts for Remove Actions created from the 360 Wizard.

IN-3139
The Worker column is now populated by the SDC Workflow when it specifies the Workgroup and the Worker.  (This stopped working in 2019.5)

IN-3269
The Service Options field on Actions is no longer disabled after navigating from a Completed or Finalized Action to a Pending Action. This was problematic because if the Service Options were disabled, completing the Pending Action would clear the Service Flags (i.e., Report 911, Directory, Billable, etc.)

IN-3355



Database Changes in 2019.7


Default Schema


Table NameChangeTable Changes
AUDITSUpdatedIncreased the ACTION column from 6 to 7 characters.
EVENTSUpdatedAdded the Weekly Archive Event.
PERMISSIONS_GRIDSUpdated

Changed the GRID_SCENARIO column values of 'orders' to 'service-orders'.

SD_TO_ARCHIVENew
SERVICE_DESKUpdated
ADD COLUMN CREATED_DATE   DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL,
ADD COLUMN PENDING_DATE DATETIME DEFAULT NULL,
ADD COLUMN HOLD_DATE DATETIME DEFAULT NULL,
ADD COLUMN COMPLETE_DATE DATETIME DEFAULT NULL,
ADD COLUMN FINALIZED_DATE DATETIME DEFAULT NULL,
ADD COLUMN BILLED_DATE DATETIME DEFAULT NULL,
ADD COLUMN APPROVED_DATE DATETIME DEFAULT NULL,
ADD COLUMN DENIED_DATE DATETIME DEFAULT NULL,
ADD COLUMN VOID_DATE DATETIME DEFAULT NULL
SERVICE_DESK_ACTIONSUpdated
ADD COLUMN CREATED_DATE   DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
ADD COLUMN PENDING_DATE DATETIME NULL
ADD COLUMN COMPLETE_DATE DATETIME NULL
ADD COLUMN FINALIZED_DATE DATETIME NULL
ADD COLUMN BILLED_DATE DATETIME NULL
ADD COLUMN HOLD_DATE DATETIME NULL
ADD COLUMN VOID_DATE DATETIME NULL
SERVICE_DESK_APPROVALUpdated
ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_ARCHIVE_LOGNew
SERVICE_DESK_INCIDENTSUpdated
ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_PROBLEMSUpdated
ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_CABLING_PIT
UpdatedIncreased the size of columns FROM_EQUIPMENT_CATALOG
and TO_EQUIPMENT_CATALOG columns to 255 characters
SERVICE_DESK_WORK_ORDERSNew
SERVICE_DESK_WORKFLOWUpdated
ADD COLUMN CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL,
ADD COLUMN PENDING_DATE DATETIME DEFAULT NULL,
ADD COLUMN HOLD_DATE DATETIME DEFAULT NULL,
ADD COLUMN VOID_DATE DATETIME DEFAULT NULL
IMPORT_RECORD_TYPESUpdatedChanged the NAME column values of 'Service Desk' to 'Service Order'.
IMPORT_RECORD_TYPES_COLSUpdatedRemoved any references to the Service Order Action number in the Service Desk Import definitions.


Metadata Schema


Table NameChangeTable Changes
USAGE_LOCATIONNew



Archive Schema


Note: The archive schema is new as of Release 2019.7.

Table NameChangeTable Changes
SDA_SERVICE_DETAILSNew
SERVICE_DESKNew
SERVICE_DESK_ACTIONSNew
SERVICE_DESK_ACTIVITYNew
SERVICE_DESK_ASSOCNew
SERVICE_DESK_ATTACHMENTSNew
SERVICE_DESK_CABLINGNew
SERVICE_DESK_CHARGESNew
SERVICE_DESK_COMMUNICATIONNew
SERVICE_DESK_CONTACTSNew
SERVICE_DESK_EQPNew
SERVICE_DESK_EQP_ACTNew
SERVICE_DESK_EST_EQPNew
SERVICE_DESK_EST_LABORNew
SERVICE_DESK_EST_CHARGESNew
SERVICE_DESK_GLANew
SERVICE_DESK_INC_EQPNew
SERVICE_DESK_INCIDENTSNew
SERVICE_DESK_INQUIRYNew
SERVICE_DESK_LABORNew
SERVICE_DESK_PROBLEMSNew
SERVICE_DESK_QUICKTICKSNew
SERVICE_DESK_THREADNew
SERVICE_DESK_WORKFLOWNew
SERVICE_DESK_WORKFLOW_ACTNew

SERVICE_DESK_WORK_ORDERS

New

USER_DEFINED_FIELDS_VALS

New


Supported Versions


PCR will patch the last two versions of the application and the current LTS Release. Customers will continue to receive Help Desk Support for releases outside of the support period for a given release.  Bug fixes are only released for versions that are actively supported.

Key

Active supportA release that is actively supported.
End of lifeA release that is no longer supported and will not receive bug fixes. Customers using one of these releases should upgrade as soon as possible.


Version History


 Release Types
LTS ReleaseAn LTS Release is a Major Release that PCR will support for 12 months. All other releases are supported for two release cycles. LTS Releases will be patched (as a hotfix) for any Critical or High Impact bugs applied after a release. These include (but are not limited to): service-impacting issues, billing issues, or charge-related bugs. These issues have no workaround, or the workaround is cumbersome. LTS Releases are intended to relieve “Upgrade Fatigue” for Customers who may not need all of the latest features but need critical bugs fixed. Once the 12-month period has elapsed, PCR will work with customers to move them to the next LTS release.
Major ReleaseMajor releases consist of new features and some bug fixes. These features have a relatively large scope with a greater impact on development and testing, e.g. Accounts Receivable, Service Desk Archiving, Work Order, etc. There will be three feature & bug-fix releases in a given year.
Minor Release

Minor releases consist mostly of bug fixes and occasionally minor enhancements to the application. Minor enhancements are relatively small changes with a low impact on development and testing, e.g. adding a column to a grid, a new field, or tweaking the API. The specification process will occur in at least the month prior to being assigned.

The specification process will occur in tandem with the traditional development and testing cycle.

VersionRelease TypeRelease DateSupport EndsRelease Notes
2024.1
Major

  

Until 2024.2 is releasedhttps://pcr360.atlassian.net/wiki/x/3-MQAQ
2023.1
Major

  

 

https://pcr360.atlassian.net/wiki/x/hZEQAQ
2022.2
Minor

 

 

https://pcr360.atlassian.net/wiki/x/NpEQAQ
2022.1
LTS

 

24 months+ or until the next LTShttps://pcr360.atlassian.net/wiki/x/Q5AQAQ


Archived Releases No Longer Supported

 Click here to expand...
VersionRelease TypeRelease DateSupport EndsRelease Notes
2021.3Minor

 

 

https://pcr360.atlassian.net/wiki/x/zo8QAQ
2021.2Minor

 

 

https://pcr360.atlassian.net/wiki/x/eY8QAQ
2021.1LTS

 

 

https://pcr360.atlassian.net/wiki/x/Yo8QAQ

2020.4

Major

 

 

https://pcr360.atlassian.net/wiki/x/A48QAQ

2020.3

Major

 

 

https://pcr360.atlassian.net/wiki/x/g44QAQ

2020.2

Minor

 

 

https://pcr360.atlassian.net/wiki/x/lQYRAQ
2020.1Major

 

 

https://pcr360.atlassian.net/wiki/x/FI0QAQ
2019.7LTS

 

 

https://pcr360.atlassian.net/wiki/x/v4sQAQ
2019.6Minor

 

 

https://pcr360.atlassian.net/wiki/x/DeAQAQ
2019.5Minor

 

 

https://pcr360.atlassian.net/wiki/x/FosQAQ
2019.4Major

 

 

https://pcr360.atlassian.net/wiki/x/qIoQAQ
2019.3Minor

 

 

https://pcr360.atlassian.net/wiki/x/wNUQAQ
2019.2Minor

 

 

https://pcr360.atlassian.net/wiki/x/DeAQAQ
2019.1Major

 

 

https://pcr360.atlassian.net/wiki/x/DeAQAQ
2018.1Major

 

 

https://pcr360.atlassian.net/wiki/x/DeAQAQ
2.1.4.7Minor

 

 

https://forums.pcr.com/t/release-notes-2-1-4-7-2018-10-09/526

Help Desk Portal - Email: help@pcr.com - Phone: 616.259.9242