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	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-5967	Tree 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	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
Service Desk	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	Incident(s)
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	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	Incident(s)
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
Billing	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.
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

Release 2019.7.7 (09-01-2020)

Component	Description	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
Service Desk	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	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	Incident(s)
Billing	The "Test File" column on the Call Details grid has been restored.	IN-3983
Billing	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	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-3375	Service 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	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
Billing	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	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-3432	Cisco 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.
Services	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	Incident(s)	Documentation
API	Added the ability to create Work Orders via the API.		Work Order API
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
General	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).	IN201834801	Service 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 Name	Change	Table Changes
AUDITS	Updated	Increased the ACTION column from 6 to 7 characters.
EVENTS	Updated	Added the Weekly Archive Event.
PERMISSIONS_GRIDS	Updated	Changed the GRID_SCENARIO column values of 'orders' to 'service-orders'.
SD_TO_ARCHIVE	New
SERVICE_DESK	Updated	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_ACTIONS	Updated	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_APPROVAL	Updated	ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_ARCHIVE_LOG	New
SERVICE_DESK_INCIDENTS	Updated	ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_PROBLEMS	Updated	ADD CREATED_DATE DATETIME DEFAULT CURRENT_TIMESTAMP NOT NULL
SERVICE_DESK_CABLING_PIT	Updated	Increased the size of columns FROM_EQUIPMENT_CATALOG and TO_EQUIPMENT_CATALOG columns to 255 characters
SERVICE_DESK_WORK_ORDERS	New
SERVICE_DESK_WORKFLOW	Updated	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_TYPES	Updated	Changed the NAME column values of 'Service Desk' to 'Service Order'.
IMPORT_RECORD_TYPES_COLS	Updated	Removed any references to the Service Order Action number in the Service Desk Import definitions.

Metadata Schema

Table Name	Change	Table Changes
USAGE_LOCATION	New

Archive Schema

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

Table Name	Change	Table Changes
SDA_SERVICE_DETAILS	New
SERVICE_DESK	New
SERVICE_DESK_ACTIONS	New
SERVICE_DESK_ACTIVITY	New
SERVICE_DESK_ASSOC	New
SERVICE_DESK_ATTACHMENTS	New
SERVICE_DESK_CABLING	New
SERVICE_DESK_CHARGES	New
SERVICE_DESK_COMMUNICATION	New
SERVICE_DESK_CONTACTS	New
SERVICE_DESK_EQP	New
SERVICE_DESK_EQP_ACT	New
SERVICE_DESK_EST_EQP	New
SERVICE_DESK_EST_LABOR	New
SERVICE_DESK_EST_CHARGES	New
SERVICE_DESK_GLA	New
SERVICE_DESK_INC_EQP	New
SERVICE_DESK_INCIDENTS	New
SERVICE_DESK_INQUIRY	New
SERVICE_DESK_LABOR	New
SERVICE_DESK_PROBLEMS	New
SERVICE_DESK_QUICKTICKS	New
SERVICE_DESK_THREAD	New
SERVICE_DESK_WORKFLOW	New
SERVICE_DESK_WORKFLOW_ACT	New
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 support	A release that is actively supported.
End of life	A 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 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.

Major Release

Major 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.

Version	Release Type	Release Date	Support Ends	Release Notes
2024.1	Major	11 Jan 2024	Until 2024.2 is released	https://pcr360.atlassian.net/wiki/x/3-MQAQ
2023.1	Major	13 Oct 2023	11 Jan 2024	https://pcr360.atlassian.net/wiki/x/hZEQAQ
2022.2	Minor	30 Dec 2022	13 Oct 2023	https://pcr360.atlassian.net/wiki/x/NpEQAQ
2022.1	LTS	17 Jun 2022	24 months+ or until the next LTS	https://pcr360.atlassian.net/wiki/x/Q5AQAQ

Archived Releases No Longer Supported

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Version	Release Type	Release Date	Support Ends	Release Notes
2021.3	Minor	30 Dec 2021	30 Dec 2022	https://pcr360.atlassian.net/wiki/x/zo8QAQ
2021.2	Minor	27 Aug 2021	17 Jun 2022	https://pcr360.atlassian.net/wiki/x/eY8QAQ
2021.1	LTS	17 May 2021	17 Jun 2022	https://pcr360.atlassian.net/wiki/x/Yo8QAQ
2020.4	Major	14 Jan 2021	27 Aug 2021	https://pcr360.atlassian.net/wiki/x/A48QAQ
2020.3	Major	14 Oct 2020	17 May 2021	https://pcr360.atlassian.net/wiki/x/g44QAQ
2020.2	Minor	04 Jun 2020	14 Jan 2021	https://pcr360.atlassian.net/wiki/x/lQYRAQ
2020.1	Major	10 Apr 2020	14 Oct 2020	https://pcr360.atlassian.net/wiki/x/FI0QAQ
2019.7	LTS	27 Jan 2020	17 May 2021	https://pcr360.atlassian.net/wiki/x/v4sQAQ
2019.6	Minor	14 Nov 2019	10 Apr 2020	https://pcr360.atlassian.net/wiki/x/DeAQAQ
2019.5	Minor	07 Oct 2019	27 Jan 2020	https://pcr360.atlassian.net/wiki/x/FosQAQ
2019.4	Major	26 Aug 2019	14 Nov 2019	https://pcr360.atlassian.net/wiki/x/qIoQAQ
2019.3	Minor	28 May 2019	07 Oct 2019	https://pcr360.atlassian.net/wiki/x/wNUQAQ
2019.2	Minor	19 Apr 2019	26 Aug 2019	https://pcr360.atlassian.net/wiki/x/DeAQAQ
2019.1	Major	25 Mar 2019	28 May 2019	https://pcr360.atlassian.net/wiki/x/DeAQAQ
2018.1	Major	20 Dec 2018	19 Apr 2019	https://pcr360.atlassian.net/wiki/x/DeAQAQ
2.1.4.7	Minor	09 Oct 2018	25 Mar 2019	https://forums.pcr.com/t/release-notes-2-1-4-7-2018-10-09/526

Notable Changes

Review and Refresh Session(s)

Release 2019.7.12 (4-19-2021)

Component

Description

Type

Incident(s)

Documentation

General

Reports

Service Desk

Release 2019.7.11 (3-19-2021)

Component

Description

Type

Incident(s)

Documentation

General

Notifications, Escalations, and Events

Service Desk

Release 2019.7.10 (2-10-2021)

Component

Description

Type

Incident(s)

Documentation

API

Cable

General

Imports & Exports

Services

Service Desk

Release 2019.7.9 (12-16-2020)

Component

Description

Type

Incident(s)

Documentation

Billing

Cable

Calls & Rating

Imports & Exports

Inventory

Reporting

Service Desk

Release 2019.7.8 (10-06-2020)

Component

Description

Type

Incident(s)

Documentation

API

Billing

Custom Logic

Inventory

General

Reporting

Services

Service Desk

Release 2019.7.7 (09-01-2020)

Component

Description

Type

Incident(s)

Documentation

CustomerCenter

Custom Logic

Events & Notifications

Services

Service Desk

Release 2019.7.6 (08-06-2020)

Component

Description

Type

Incident(s)

Documentation

API

CustomerCenter

Service Desk

Release 2019.7.5 (08-03-2020)