Dear Serviceaide User,
This update is to inform you of upcoming maintenance to your Serviceaide Intelligent Service Management environment. This maintenance release focuses on bug fixes and some minor enhancements which will improve the analyst efficiency. View all the meeting information on the community about the upcoming webcast to review all the details on this release on April 9th at 11am ET (GMT-5). This release will occur first in your staging environment before going into production. If you find any issues during your testing in Staging please promptly report them to the support team.
URL
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Local Start
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Local Finish
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Service Availability
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CSM2Staging (EMEA)
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13-April-2020 07:00 AM BST
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13-April-2020 08:00 AM BST
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There will be 1 hr down time during the upgrade of the Staging environment.
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CSMStaging (NA)
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12-April-2020 11:00 PM PDT
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13-April-2020 12:00 AM PDT
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There will be 1 hr down time during the upgrade of the Staging environment.
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CSM5 Staging
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13-April-2020 04:00 AM EDT
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13-April-2020 05:00 AM EDT
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There will be 1 hr down time during the upgrade of the Staging environment.
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Trial
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13-April-2020 02:00 AM PDT
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13-April-2020 03:00 AM PDT
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The system will remain available during the window. Some in-flight transactions may be impacted.
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CSM3 Prod (NA)
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17-April-2020 10:30 PM PDT
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17-April-2020 11:30 PM PDT
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The system will remain available during the window. Some in-flight transactions may be impacted.
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CSM5 Prod (Canada)
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18-April-2020 02:30 AM EDT
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18-April-2020 03:30 AM EDT
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The System will remain available during window. Some inflight transactions may be impacted.
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CSM2 Prod (EMEA)
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18-April-2020 05:30 AM BST
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18-April-2020 06:30 AM BST
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The System will remain available during window. Some inflight transactions may be impacted.
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Support
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19-April-2020 09:30 PM PDT
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19-April-2020 10:30 PM PDT
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The System will remain available during window. some inflight transactions may be impacted
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DCC
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17-April-2020 10:30 PM CST
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17-April-2020 11:30 PM CST
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The System will remain available during window. Some inflight transactions may be impacted.
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For more detail on this maintenance release list of bug fixes and known issues, please review the following resources:
Release Notes
Published Fixes
Known Issues
Compatibility Matrix
Serviceaide Youtube Channel
Product Community
Technical Support
There are no changes to Active Directory (ADSync) or Single Sign-On certificates in this release; therefore you do not need to re-configure these features after the upgrade. As with all upgrades, data refreshes cannot be done when Staging and Production are on different versions of the application. Please request all data refreshes at least a week in advance of a Staging upgrade.
If you have any questions about the contents of the release and the upgrade procedure please contact the Serviceaide Support team.
If you have team members that did not receive this notification, please add them to the notification system at our Serviceaide Emergency Maintenance Notification Self Registration Portal https://serviceaide.sendwordnow.com.
We are excited to share this update with you.
Regards,
The Serviceaide Team