Workarounds for Ivanti Service Manager 2020.2 Release

Ivanti Service Manager/Asset Manager 2020.3 is coming out soon. Ivanti has released a list of work arounds from their 2020.2 release to all current 2020.2 customers out there. Be sure to contact your Dataseti consultant with any questions or concerns about these workarounds.

Issue ID – 697328
Description: After session timeout clicking on received notification it redirects to Home page of SSM
user in Android and iOS device.
Prerequisite: Ensure ISM application is configured to receive push notifications on your device.
Steps: 1. Login to ISM mobile app as SSM role in Android or IOS device

2. Wait for session timeout (configure session time out in Admin UI)
3. In desktop create an incident to get notification in the mobile device
4. Click on the newly received notification
5. It redirects to Login page, enter valid credential to login.
   Actual Result: After successful login it redirects to Home page of SSM user.
   Expected Result: After successful login it should redirect to Notification Corner.
   Workaround: After landing on the home page, user can click on the bell icon on top right to navigate
   to notification corner to view notification.
   Issue ID – 700504
   Description: Enable Biometric Authentication checkbox is not displaying in Android device which has
   Face ID.
   Prerequisite: Ensure Biometric authentication is enabled on your device.
   Steps: 1. Install latest ISM app in Android device which has Face ID enabled in the
   device.
6. Launch the App and access the url.
7. In the login page observe for Enable Biometric Authentication check box.
   Actual Result: Enable Biometric Authentication checkbox is not displayed to the user.
   Expected Result: Enable Biometric Authentication checkbox should be displayed to the user.
   Workaround: Use Phone PIN to login or enable fingerprint authentication on your mobile device.

Issue ID – 701732
Description: While renewing session using password, it throws time stamp exception in Android
device.
Prerequisite: Session timeout value should be set in the Admin UI. e.g – set the value to 1 minute.
Steps: 1. Login to ISM using passowrd in Android device.

2. Wait for session timeout.
3. Click on any workspace.
4. In the “You were logged out. Would you like to continue working?” pop up click
   the Yes button.
5. In the login page enter password and click the login button.
   Actual Result: It throws time stamp exception.
   Expected Result: It should login successfully to ISM mobile app.
   Workaround: Close the app, relaunch and login again.
   Issue ID – 702094
   Description: Navigating to Ivanti Cloud Workspace throws an error.
   Note: This workspace newly added in 2020.2 and was not present in previous releases.
   Steps: 1. Login to ISM as Administrator.
6. Open Ivanti Cloud workspace.
   Actual Result: Workspace doesn’t load and displays error.
   Expected Result: Workspace should load without any error.
   Workaround: No workaround available.

Issue ID – 710693
Description: Self Service Chat capability doesn’t work with IE11 browser.
Steps: 1. Login to the tenant as Service Desk Analyst

2. Enable the Service Chat capability for use.
   Actual Result: Self Service Chat capability doesn’t work as expected.
   Expected Result: Self Service Chat capability should work as expected with IE11 browser.
   Workaround: It is recommended to use other browsers – Microsoft Edge, Google Chrome etc.
   Issue ID – 711161
   Description: On-Premise : While upgrading from 2020.1, SCW throws an error if the value for
   Privileged User is set as 1 under Concurrent User section.
   Steps:
3. Log in to Service Manager with the Administrator role.
4. Open the Configuration console.
5. Under Security Controls, select Security and Sessions.
   Actual Result: Value for Privileged User is set as 1 under Concurrent User section.
   Expected Result: Value for Privileged User is set as 0 under Concurrent User section
   Workaround: 1. Log in to Service Manager with the Administrator role.
6. Open the Configuration console.
7. Under Security Controls, select Security and Sessions.
8. Under Concurrent Session, change the value of Named User, Privileged User,
   and Non Privileged User to 0.
9. Save the changes and refresh the page and re-validate the values are changed.
10. Now you can install 2020.2 Service Manager.
11. After installation is complete, you can change the concurrent users values as it
    was earlier. Note: The user session information is stored in Frs_system_settings
    in case of sql update.

When it comes to upgrade time contact one of the experts at Dataseti to help guide you through the process!

Chris Revelia, Consultant – dataseti.com