v11: Release Notes, Hotfixes, and Updates

Below you will find the release notes, hotfixes, and updates for Agent version 11. When you select the arrow next to the title, a drop-down box will display the details for the release. Click the arrow again to minimize the details.

Update Notes v11.0.510
January 2022

Summary of updates to software elements for version 11.0.510

Update Description	User Impact	Project ID
Enhanced the web service mailer to support “99999” as a valid zip code. This allows agents to enter a zip code in the mandatory field when they do not have one.	Agents	A11-369
Added support for Community Inbox integration which includes: Adding a new “Create Case” endpoint to the Agent API. Adding a new w_case_communityinbox security function. Adding a new Community Inbox section to the Agent user interface. Adding configuration details to Agent.	ALL	A11-371
Fixed an issue with on-premise v11.0 PCEmail occasionally running into issues talking to Astute Agent in the cloud.	ALL	A11-381
Fixed an issue with on-premise PCEmail failing to upload attachments to v11.0 PCAS.	ALL	A11-411

Hotfix Release Notes v11.0.498
November 2021

Summary of hotfixes to software elements for version 11.0.498

Hotfix Description	User Impact	Case ID	Project ID
Improved security for Resource Posts.	ALL		A11-316
Fixed an issue to prevent improper input within User Options.	ALL		A11-317
Fixed an issue to prevent improper input within Resources.	ALL		A11-342
Resolved an issue with RQA integration.	Agents		A11-356
Resolved an issue where the Suggested Paragraph prompts were displayed without other text from the paragraph. In the Paragraphs table in App setup for letters, resolved an issue where the rows would not show if there were optional paragraphs.	Agents	224863	A11-364
Fixed the connection with Astute Knowledge when logged in to Astute Agent for an extended time.	Agents	224904	A11-365

Hotfix Release Notes v11.0.496
November 2021

Summary of hotfixes to software elements for version 11.0.496

Hotfix Description	User Impact	Case ID	Project ID
Fixed the Address De-Duplication Utility to run as a scheduled event.	Administrators	223898	A11-354
Resolved an issue with the upload function of the Data Import Utility and Category Code Import Utility, so that the complete file is uploaded and processed.	Administrators	202277	A11-355
Fixed an issue with SOSI so that chat and video interactions are received by Astute Agent.	Agents		A11-357
Resolved an issue with images not being displayed in letters due to a case sensitive path.	Agents		A11-359
Fixed an issue with paragraph inserts sending an error message when it contains a date category.	Agents		A11-360
Resolved an issue where inserting a paragraph in a letter would cause a “NULL values” error, regardless of a null insert.	Agents		A11-361

Astute Agent v11 Release Notes
October 2021

Introduction

This topic describes the software changes in Astute Agent version 11. This topic does not cover previous releases.

Astute Agent version 11 is a SaaS-only deployment. In this release, System Manager will have limited functionality. If you are a SaaS customer, the required changes will be made during your upgrade.

Most changes to the software are available immediately after you upgrade; however, some changes may require setup or configuration before you can use them.

Users of Astute Agent Classic Interface

The Classic Interface of Astute Agent will no longer include the Spell Check feature. Please contact your Customer Success Manager to plan for an upgrade.

Users of Internet Explorer 11 Browser

Emplifi Inc. no longer supports the Internet Explorer 11 browser in the Standard interface. Emplifi Inc. will continue to support the latest versions of the Chrome, Edge (including Chromium), and Firefox browsers.

Users of Single Sign On (SSO)

The SSO endpoint where the identity provider (IdP) is asked to send the identity token has changed. The new “signin_wsfed” endpoint is added to the URL. Administrators may need to configure some identity providers to accept the new endpoint. The following is an example URL: https://vharfry2019.astute.prv/CurrentDev/signin_wsfed

Users of ePowerCenter Earlier than 10.0

Emplifi Inc. no longer provides Development support for ePowerCenter versions earlier than 10.0. Please contact your Customer Success Manager to plan for an upgrade.

Users of PCEmail using CIC 2015 R1 and Earlier

Emplifi Inc. no longer provides support for CIC 2015 R1 and earlier versions for PCEmail users. Please contact your Customer Success Manager to plan for an upgrade.

New Features

Migrated Astute Agent from .NET Framework 4.8 to .NET 5

EPCNINE-9314

Astute Agent is migrated from running on .NET Framework 4.8 to .NET 5. This migration has caused several changes. Please carefully review the following:

The Astute Agent version 11 deployment is initially for SaaS customers only. System Manager will have limited functionality.
The AIS version 11 will not support prior versions of Astute Agent.
The AIS versions prior to this release will not work with Astute Agent version 11.
There is a new endpoint for the POX API. It is PCAS/POXRequest.aspx. Refer to the Case POX API Guide for more information.
When deploying the Astute Agent web application, there is a new requirement that each instance has its own dedicated IIS application pool.
When configuring Single Sign On (SSO), manual registration will now require entering the public key (base64-encoded string) of the signing certificate rather than just its thumbprint. However, if there is a public endpoint for the identity server’s metadata, then no certificate information needs to be set, other than the address of the metadata.

For the Classic interface, opening the interface now requires user authentication before the user interface will display. When not using Single Sign On, the Standard interface Sign In page will display first so that the user can sign in. Then, the Classic interface will display for the user.

Added RabbitMQ Credentials to Event Requestor and PCEmail Services

EPCNINE-9490

In System Manager, the Event Requestor and PCEmail services have new settings for connecting to a RabbitMQ service. This allows the RabbitMQ service to communicate with a PCAS process for processing the work. The RabbitMQ settings include the host name of the RabbitMQ server and configurable credentials with an encrypted password.

Added Protection Against Cross-Site Forgery Attacks

EPCNINE-9492

For the POX API, additional protection was added to safeguard against Cross-Site Request Forgery attacks. Please reference the Case Application Programming Interface for XML (POX API) guide for more information.

Enhanced System Manager

EPCNINE-9502

System Manager version 11 will have limited functionality. The Generate Layouts option and Web Site upgrade options have been removed. For .NET 5 web sites, a unique Application Pool is required. When creating new web sites, the Application Pool assigned to the site must be unique to that site.

Summary of new features for version 11

New Feature Description	User Impact	Case ID	Project ID
The code base for Astute Agent has been migrated from running on .NET Framework 4.8 to .NET 5.	ALL		EPCNINE-9314
Added additional protection against Cross-Site Request Forgery attacks against the POX API.	Administrators		EPCNINE-9492
New settings are added to System Manager for connecting Event Requestor and PCEmail services to a RabbitMQ service. This is used to communicate with a PCAS process for processing the work.	Administrators		EPCNINE-9490
In System Manager, the Generate Layouts option and the Web Site Upgrade options have been removed.	Administrators		EPCNINE-9502
Added a Help icon next to the Display Filter on the Layout Editor. Clicking the icon will give a description of some useful options for translating the code into something more readable.	Administrators	139627	EPCNINE-9414
PCEmail now utilizes PCASMQ.	Administrators		EPCNINE-9389
Added the Astute Knowledge Table of Contents to the bottom of the Agent Assist Welcome Page. Added an entry to the Astute Knowledge Configuration to specify the TOCName.	Agents		EPCNINE-9640
Updated the Classic interface Sign In page to the Standard interface Sign In page for security purposes.	ALL		EPCNINE-9589
To make the transition to 11.0 POX API easier, a temporary new service has been created that mimics the prior POX API’s ability to handle sessionless requests by providing credentials on each request. However, long term, the requests should be converted to the revised POX API. Refer to the Case POX API Guide for details.	Administrators		EPCNINE-9667
Improved the tracking of interactions in conference calls by adding a Conference Details table on the Interaction panel. This table will allow you to track the individual calls in a conference call.	Agents		EPCNINE-9695

Bug Fixes

Summary of fixes to software elements for version 11

Bug Fix Description	User Impact	Case ID	Project ID
Fixed an issue when adding an attachment link to a case. On the Enter Link to Attach window, if a link, description, or type is not entered, a system error message will now display to alert the agent.	Agents		EPCNINE-9396
Fixed the shortcut keys [Ctrl+M] to work for Time and Date fields.	Administrators		EPCNINE-9423
Revised handling of Astute Agent’s SID cookie to differentiate between the Agent cookie and a possible foreign cookie with the same name.	Administrators	142245	EPCNINE-9530
Fixed an issue with posting a Transfer Action when an agent does not exist. Now the action will not post, and a system message notifies the agent of the error.	Agents	138590	EPCNINE-9321
Fixed the issue when “Check for Pending Actions on Case Close” is selected, the system did not notify of pending action on close. Now, a system message will display which alerts the agent of pending actions.	Agents	139714	EPCNINE-9410
Fixed an issue where the Activity Exception Report did not return results.	Administrators		EPCNINE-9525
Fixed a personal filters issue where the Time Frame was appearing for a non-date field.	Administrators		EPCNINE-9415
Fixed a personal filters issue when changing the operator from “IN” to “=” with multiple values. A system error message will now display.	Administrators		EPCNINE-9416
Resolved issue with the log URL for scheduled reports and utilities not showing up correctly in the Scheduled Report Results utility.	Administrators		EPCNINE-9464
Added ability to add multiple new Time Periods by using a semicolon to separate the IDs.	Administrators		EPCNINE-9510
Fixed sorting on the Resources page.	Agents		EPCNINE-9517
Fixed an issue where copying a user code was not also copying any responsibilities for queues.	Administrators	116810; 131449	EPCNINE-7928
Fixed an issue where posting an action from the Case Review Utility was leaving the case edit lock in place.	Administrators	140148	EPCNINE-9398
Firefox Browser: Fixed the Case Review Utility timing issues that could prevent a letter from being displayed in Firefox.	ALL	141186	EPCNINE-9498
Standard Interface Only: Fixed an issue when updating the file type for a scheduled report or utility. The change file type was not saving to the database. This issue is resolved.	Administrators	139658	EPCNINE-9402
Adjusted the Audit Trail to mask sensitive data.	Administrators	141411	EPCNINE-9478
Fixed an issue with the Idle Session Release Utility which prevented it from running as a favorite from the user interface.	Administrators		EPCNINE-9610
Fixed the Issue status and Case status to be used in suggested filters.	Administrators		EPCNINE-9563
Fixed an issue with Moving Code performance and not moving product codes.	Administrators	129334	EPCNINE-8742
Fixed the Action Processor such that selecting no cases on the Select tab will result in all matching cases being updated (as opposed to none).	ALL	136506	EPCNINE-9222
Removed the Attachment label from the Send Email window in reports and utilities.	Administrators		EPCNINE-9516
Ensured that the Interaction Bus can utilize TLS 1.2 when communicating with the PCAS server.	Administrators	140499	EPCNINE-9444
Fixed an issue saving a new survey after navigating away from the case and then back to the case.	Agents		EPCNINE-9538
Resolved an issue with dates not getting added to the field when selected from the Calendar.	Agents		EPCNINE-9531
Fixed Survey migrations to work with Address (A), Extended Address (P), Case (B), and Issue (C) codes.	Administrators		EPCNINE-9513
On any window that allows multiple code selections, fixed an issue with codes remaining highlighted after being deselected.	ALL		EPCNINE-9512
On the License Management Utility, fixed the alignment and capitalization issues of the Select File button.	Administrators		EPCNINE-9511
Fixed a problem with SQLList results which would result in integer values being truncated to a single digit.	Administrators	141593	EPCNINE-9494
Fixed an issue with the Frequency Report where it would truncate the code of Custom Report Columns added to a row group.	Administrators	141335	EPCNINE-9479
Fixed Paragraph Paste Insert for Paragraph maintenance by adding Extended C codes to the list of possible categories you can select.	Administrators	140022	EPCNINE-9406
Resolved an issue with the Layout Editor by adding Extended Address (P) codes to the case.	Administrators	140037	EPCNINE-9403
Fixed an issue with Suggestions so that if the driving category is a folder, and a suggestion filter is applied, the suggestions will display as expected.	ALL	139845	EPCNINE-9397
Fixed the Dependent Code table in Application Setup to show more than 50 dependent codes.	Administrators	138751	EPCNINE-9341
Prevent a scheduled Manage Batch from sending a failed scheduled favorite email when successful.	Administrators	137624	EPCNINE-9258
Classic Interface Only: Generating layouts will now force the user to establish a session prior to sending any requests other than Logon requests.	Administrators		EPCNINE-9560
Updated the system so that tooltips appear for the category code browse drop-down menu when using the mouse to open.	Agents		EPCNINE-9508
Removed the Sensitive Data Audit option from the Case Application Menu.	ALL		EPCNINE-9572
In a multi-company environment, the Process Batch is fixed to pull information from the company an administrator is in.	Administrators	132522	EPCNINE-8934
Updated the Action Type Code to allow the [CTRL+M] keys to display Administration if the user has permission.	Administrators		EPCNINE-8786
Updated some references from ePowerCenter to Astute Agent.	ALL		EPCNINE-9665
Resolved the issue when publishing surveys. The SurveyPublish http://ASP.Net application service. This application provides a Web API for publishing surveys to the hosted survey database. This will require changing the Survey Publishing URI field in all configurations to reference the new service. The URI will be provided by the Astute DevOps team.	Administrators		EPCNINE-9611
Fixed an issue where a recent build of Chrome (89) had broken the way the SignalR connection to the InteractionBus handles timeouts.	ALL		EPCNINE-9679
Fixed issues with saved favorites if a plus sign was used in the name.	ALL		EPCNINE-9763
Fixed some issues that could occur with saving case favorites and loading cases from saved case favorites.	ALL		EPCNINE-9743
In order to fix some issues with the .Net 5 migration, the LDAP address search is removed.	ALL		A11-135
Fixed an issue which prevented the Agent Integration CaseStreamService from working.	Administrators		A11-220

Hotfix Pre-Release Notes v11.0.485
October 2021

Summary of hotfixes to software elements for version 11.0.485

Hotfix Description	User Impact	Project ID
Fixed an issue with the suggested paragraph preview and with inserting the suggested paragraph into a letter.	Agents	A11 - 312
Resolved an issue with System Manager not functioning properly due to program error.	Administrators	A11-313
Resolved an issue with PCEmail connecting to different services.	Administrators	A11-324

Hotfix Pre-Release Notes v11.0.456
September 2021

Summary of hotfixes to software elements for version 11.0.456

Hotfix Description	User Impact	Case ID	Project ID
Fixed an issue with accessing case attachments outside of Astute Agent through Single Sign On (SSO).	Agents		A11-289
Fixed the name of the ICELIB for PCEmail.	Administrators		A11-293
Fixed the New Case button from defaulting to the company SYS instead of the agent’s default company.	Agents	201854	A11-299
Fixed an issue where emails using Graph are not attaching embedded images to the case.	Agents	201380	A11-301

Hotfix Pre-Release Notes v11.0.434
September 2021

Summary of hotfixes to software elements for version 11.0.434

Hotfix Description	User Impact	Project ID
Fixed an issue with PCEmail that would sometimes prevent service startups.	Administrators	A11-267
Fixed an issue affecting the refresh of SSO logins.	ALL	A11-276
Fixed an issue with accessing case attachments outside of Agent through SSO.	Agents	A11-289
Fixed an issue where the default layouts were incorrectly applied for users configured to see different layouts.	ALL	A11-290

Hotfix Pre-Release Notes v11.0.410
August 2021

Summary of hotfixes to software elements for version 11.0.410

Hotfix Description	User Impact	Case ID	Project ID
Added a temporary endpoint for AIS AddressService.	Administrators		A11-231
Updated database logging to be done asynchronously to avoid potential blocks.	Administrators		A11-246
Resolved SSO error caused by the creation of a large cookie.	Administrators		A11-252
Classic Only: Resolved an issue with SSO login to prevent an endless loop.	Administrators		A11-253
Fixed an issue where too many suggestions would prevent a case from being saved.	Agents	139883	A11-254
Fixed an issue where too many suggestions would cause email replies to be handled incorrectly.	Agents	200938	A11-255

Update Notes v11.0.510 January 2022