Executive Summary

The Efecte Service Management Tool (ESM) 2024.1 release focuses on starting to deliver the first reporting capabilities to the new UI, as well as continuing to innovate on AI-powered agent efficiency with a new Effie AI feature, Summarizer, which is available as an Early Access feature. The release includes over 20 new features and improvements to the new UI, making it a suitable option already for many users.

New agent UI 

Features and improvements

SUMA-37253 [New UI] Saving list views

• It is now possible to save views in the new UI using Save and Save as functionalities. Please note that only settings can be changed in the new UI as of ESM 2024.1.

SUMA-38201 [New UI] View settings

• Introduced view settings in the new UI that allow setting the templates, folders, inclusion of sub-folders, data card visibility, and refresh interval, like in the old UI.

SUMA-41630 [New UI] Search filter for reference attributes in the data card editor in the new UI

• Added search filtering functionality to reference attributes and disable the filter button. Previously, filters were not being applied.

SUMA-44434 [New UI] New conditions editor panel

• The Conditions and Settings panel is now accessible through a button in the list view header.

SUMA-44443 [New UI] Viewing all existing conditions in the new conditions editor

• Support for viewing existing view conditions in the Beta UI.

SUMA-45043 [New UI] Add reference tooltip to each element of a drop-down list

• Reference dropdowns now display tooltips with target Datacard information when the user hovers over dropdown options, like in the old UI.

SUMA-45173 [New UI] Email popup window

• Users now have the option to open emails in a pop-out browser window and interact with emails separately. Known issue: This may be slow with Firefox until the pop-out window is refreshed with ctrl+r.

SUMA-45181 [New UI] Improvements to EntityStatemailHandler's editor in the new UI

• Enabled scrolling and load more than 100 address books when writing values in email from, to, cc or bcc. 
• Create new email action (new, replay, reply-all and forward) now displays file attachments in attachment section of email editor  
• When an unread email is clicked and opened in detailed view, it is updated to read. This also works when discarding and deleting email as well

Bug fixes

SUMA-43396 [New UI] Class names overlap with the class collapse/expand icons

• Adjusted accordion header text overflowing behavior so it does not overlap the collapse icon in the new UI.

SUMA-43511 [New UI] The "New message" button is visible through the menu for mobile mode

• Fixed the z-index of the "New message" email button.

SUMA-45077 [New UI] Validator does not get attribute value

• Improved Validator handler behavior to enable the successful saving of the data card after a Validator error occurs and changes are made to the form.

SUMA-45351 [New UI] The Nav panel dragger is not visible when the screen width is lowered

SUMA-45544 [New UI] Insert image window for the rich text editor is covered by other elements

SUMA-45685 [New UI] Reference tables multi-sorting is not working the same as list-view

SUMA-45703 [New UI] Reference tables' last column is not fully visible sometimes

SUMA-45750 [New UI] Improve handler guide definitions for new metadata for reference tables

SUMA-45768 [New UI] Class visibility issue

• All existing and newly added classes are displayed in the correct order in the data card view in the new UI, even when a new class is added in the template but not saved in the layout configurations. The same order is followed as in the old UI data card view

SUMA-46029 [New UI] TextNote handler removes images after pressing the button

• Fixed a TextNote handler issue that was causing the removal of images under specific conditions.

SUMA-46039 [New UI] Page title does not show that the user is in the edit data card

• Enhanced page title displays user's editing status for specific data card

SUMA-46154 CP-7995: [New UI] 'Enable if'-condition for attribute doesn't work correctly

• Fixed Enable if for multivalue static attributes, including checkboxes

SUMA-46234 CP-7997: [New UI] Reference table shows wrong data when navigating between data cards of the same template

• Reference tables now show correct information when navigating between data cards of the same template

SUMA-47025 CP-8076: [New UI] Dark mode makes workflow canceling option invisible

• Fixed an issue where workflow popup text was not visible in Dark Mode.

SUMA-47411 [New UI] Sorting in the global search

SUMA-47420 [New UI] Information about unauthorized references is not presented correctly in edit mode.

• Missing message about unauthorized values was added to references in edit mode. For single-value references with unauthorized values, the selection was disabled. For multivalue references with unauthorized values, the removal of those values was disabled.

Effie AI

SUMA-45724 Effie AI Email Azure Open AI support

• Effie AI Email and Effie AI Summarizer support using large language models running in Azure OpenAI services.

SUMA-45733 Effie AI Admin UI

• Introduced a single UI for administering all Effie AI features
• Settings of the individual features can be accessed on separate tabs
• Renamed Virtual Coach to Effie AI Ticket everywhere in the application

SUMA-45741 Effie AI Email trial mode without a license

• Introduced a trial mode for Effie AI Email, for which customers can sign up independently to use their existing OpenAI or Azure OpenAI account. The trial mode allows usage of up to 1000 generated messages per month. Using Effie AI Email beyond this limit requires a product license to be installed.

SUMA-46729 Effie AI Summarizer

• New Effie AI feature that allows users to summarizer data card content, based on the configured use cases. Note: This is an early access feature with a free preview. Free preview is possible with an existing subscription to OpenAI or Azure OpenAI. Paid access can be provided when Efecte provides the generative AI functionality.

SUMA-44990 Effie AI OpenAI integration improvements

• Improved the handling of tokens as part of the prompts when OpenAI is used to improve the quality of generated text.

SUMA-45987 Move Effie AI settings to the admin UI page

• Moved Effie AI Email settings from platform settings to the new admin UI.

SUMA-46999 Small improvements to Effie AI Email window

Configuration Transport Tool

Features and improvements

SUMA-39949 CTT: Search

• Improved CTT user experience by allowing users to search for items.

SUMA-44767 CTT: Show possible file types and maximum file size in the upload screen

• Added text to the upload screen that informs the user about options in configuration files (zip and xml) and maximum file size limit.

SUMA-45620 CTT: Download the document of selected changes

• CTT now allows downloading a document of the selected changes.

SUMA-46469 CTT: Small fixes based on user feedback

• Tree shows the total number of changes in a template.
• Removed obsolete metadata mentions.

SUMA-45553 CTT: Make configuration.import.update property visible in ESM

• configuration.import.update is now visible in the platform settings.

Bug fixes

SUMA-46530 CTT documentation feature cannot handle ↔ character

• Fixed an issue where PDF creation failed due to ↔ character

SUMA-46531 CTT - Strip the file types (.zip) from the generated PDF file name

Other features and improvements

SUMA-43154 Performance analysis tool

• Experimental feature for creating performance statistics for selected operations in the application.
• The most important features are:
  • Statistics for data card save operations including time spent on handlers, listeners and workflows
  • Statistics for bookmarks and searches
• Note: This is an experimental feature and can cause unforeseen performance issues when enabled. Therefore, it is not recommend to turn it on when there is no need to analyse the performance of an environment. This feature should be only enabled by Efecte.

SUMA-44313 Plot empty dates in line and bar charts beyond the first and last data points

• This feature improves data visualization by allowing the plotting of empty dates in line and bar charts beyond the first and last data points.
• Added a new option called “Continuous horizontal axis.” This option is visible only when the option "Show empty time periods" is enabled
• The same rules apply for "Continuous horizontal axis" as for "Show empty time periods" regarding grouping and supported chart types
• New rules that have been added for "Continuous horizontal axis" are for filtering and are the following:
  • The filtered data must be the same one that is selected in the group by, and it must be of type date
  • all the filtering types are supported except for exists and not exists
  • date macros are supported
  • filters without one edge value (variations of greater and less) will automatically go to either the oldest value or today's date, depending on the direction

SUMA-46174 Handler guide improvement for Show as tabs setting

• Added missing information about the handlers with metadata “Show as tabs.”

SUMA-47138 Update the platform setting description of auth.chain

• Removed mentions of Kerberos from the platform settings description, as it is unsupported.

Bug fixes

SUMA-31132 CP-6323: Graphs are showing the labels in the default language of a template instead of taking the user language into account

• This bug fix resolves multiple issues related to language and translation in the views:
  • Graph labels now display in the user's selected language instead of the default language.
  • Translation issues in the graphical view conditions have been fixed.
  • Clicking labels on the graph accurately generates search conditions, even when text is translated.
  • The Conditions panel now correctly displays translated conditions and values.

SUMA-40437 CP-7394: Mailtask fails to run after DB runs out of connections

• Fixed a bug where the scheduled task MailTask would fail after the database ran out of connection by moving the bookkeeping of SchedulableTask to TaskManager. Added regression test to test this fix.

SUMA-43543 CP-5727: ReferenceCopy handler Preserve existing not working with references, part 2

• Fixed the case where the reference copy handler would break because of references.
• ReferenceCopy handler can now preserve existing metadata.
• Multi-value input is now enabled.

SUMA-44045 CP-7824: EntityStateMail handler has empty space in the data card view

• Fixed an issue where mail content had blank space on the right side by reformatting the HTML structure and adding necessary style changes. Due to the changes, action buttons (like reply, forward, etc.) are now only appearing instead of the date of the mail while hovering the mouse over the mail content.

SUMA-45153 CP-7916: Data added with RestAPI is not saved when the data card is in edit mode

• Added check whether the data card is open for editing for Rest API calls. This feature can be turned off by platform setting external.api.check.lock.on.datacard. The default value is true. When enabled, if a data card is locked by user, and an integration tries to edit the data card over REST API, HTTP 409 error is sent to the integration.

SUMA-46002 Reference tooltip opens randomly with random data and help text tooltip jumps around when on the right side of the screen

• Improved reference and help text tooltip behavior and positioning. Random tooltips do not open anymore in random locations.

SUMA-46017 Suggestion model building fails sometimes and prevents Effie AI Ticket from starting

• Improved the handling of indices. 
• AI component startup sequence was fixed.

SUMA-46054 CP-7965: E-Mail event saving is not possible with a long html-message

• Email event body can now contain unlimited HTML content without indexing problems related to database index named entity\_metadata\_index\_3

SUMA-46368 CP-8005: ESM handler guide texts relating to reference tables

• Added information about reference tables metadata working only in the Beta UI.

SUMA-46437 Shibboleth's disconnection issue when IP address changes

• Added Shibboleth's unreliable network attribute to prevent users from disconnection after an IP change. Contact the Efecte Service desk to enable this feature.

SUMA-46821 CP-8044: Help text tooltip flashes when close to the window left border

SUMA-47146 Adjustment to servlet.auth.user.roles setting description

• Changed the description of the servlet.auth.user.roles to be more clear.

SUMA-43748 CP-7776: User profile section does not use translated role and view folder names

• This view is now translated according to user's language