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Known Issues

The Known Issues are bugs or issues found in the SummitAI application by the SummitAI Developement and Testing teams. This section lists the Known Issues in various versions of the SummitAI application.

Alps (V5.8) SP1

Issue

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > ClickNext), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

Overlapping of content is observed on the Pagination bar of all the pages having lot of records (typically in the range of 5 digits).

On the NETWORK DEVICE VIEW page (Operations > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

Broken image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings).

Workaround: The users need to re-login to the SummitAI application after deleting the logo.

On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto-resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.

The following issues are observed in BI Custom Reports:

• When a user downloads the report (in any format), the data is displayed with hyperlinks.

• When a user places the mouse cursor on the count link, the tooltip is displayed as [Object Object].

• In the exported report, report name is displayed with '+' instead of space.

The Change Record is not created when the CR Requester and Customer Approver are same. This issue occurs even though Do Not allow Customer Approval of CR check box is selected on the Change Management TENANT configuration page. This issue occurs only for the first time when the Tenant is configured.

Workaround: The Administrator needs to unselect and again select the Do Not allow Customer Approval of CR on the Change Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the respective Tenant for which this issue is occurring > Click CONFIGURE DETAILS on the ACTIONS panel > Enable Do Not allow Customer Approval of CR check box and click SUBMIT > Clear Do Not allow Customer Approval of CR check box and then click SUBMIT, again).

The new SLA Value of an Incident is not displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident) when an incident is moved from New status to In-Progress using Notification Services.

The Pending Reason of an incident is still displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident), when an Orchestration Script fails and the respective Incident is moved back from Pending to In-Progress.

The notification e-mails related to escalation and jobs are triggered only in English language irrespective of the configured language on the NOTIFICATION TEMPLATE page for all the modules (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).

(#59826) All the users are getting notification e-mails in the last configured language irrespective of the language configured on the NOTIFICATION TEMPLATE page (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).

Alps (V5.8) HF01

Issue

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the NETWORK DEVICE VIEW page (Operations > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

Overlapping of content is observed on the Pagination bar of all the pages having high amount of data (typically in the range of 5 digits).

Crushed image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings).

As a workaround, the users need to re-login to the summit application after deleting the logo.

On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.

Alps (V5.8)

Issue

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the NETWORK DEVICE VIEW page (Operations > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

Overlapping of content is observed on the Pagination bar of all the pages having high amount of data (typically in the range of 5 digits).

V5.7 SP6

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field). (#54773)

V5.7 SP5 HF03

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

(#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

V5.7 SP5 HF02

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

(#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

V5.7 SP5 HF01

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

(#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

V5.7 SP5

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

(#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

When a user searches for Service Catalogs with a search string containing angle brackets (<>), the searched Service Catalogs are displayed only in the Tree view and not displayed in Carousel or Tile views (Request > User > New Service Request > Select the Tenant > Click Tree View icon > Specify the search string with angle brackets in the Search field). This issue is observed for the Service Catalogs that contain angle brackets in their nomenclature (Example: <sql>). (#55410)

While creating a Draft Change Record (CR), it was observed that even though the custom check box was not updated, the New Value column on the CHANGE HISTORY pop-up page was displaying false (Change > User > Change Record List > Select the Change Record for which the custom check box is not updated > On the ACTIONS panel, click CHANGE HISTORY). (#55615)

V5.7 SP4

Issue

While importing Users using the Excel Import option (Admin > Basic > User > Import > Excel Import), performance issues are found if the number of records in the excel sheet are more than 10000. (#51931)

The following issues are observed when the SMS phrases are copied and pasted from SMS TEMPLATE PHRASE pop-up page (Request > Configuration > Others > SMS Notifications > Select a Tenant > Click any value under Workgroup Name table header > Click SMS TEMPLATE PHRASES on the ACTIONS panel):

• A junk value, C, is displayed in the SMS.

• Sometimes, the SMS is not sent if the phrase CALLID*= Ticket ID is copied and pasted. (#52656)

After the Technician Selectable Approver approves the SR, the status of SR is updated from PENDING FOR APPROVAL to NEW, however, no e-mail and SMS notifications are sent to the configured users. (#52583)

The Concurrent License Notifications do not work in SAAS Database environment. (#52370)

The Administrators cannot select the username from the Select User pop-up of the SWITCH USER page (Admin > Basic > Users > Switch Users List > Click ADD NEW on the ACTIONS panel > Click Search icon to search for the user). (#52660)

When a call is logged for an external user and updated to On Hold or Closed status, the Workgroup members and Analyst of the respective Call Record are not notified through e-mail. (#52582)

For the already installed software, while executing the software installation request through RBA, the RBA Script Execution status is displayed as “success.”

While installing software in multiple assets using RBA script, the software is installed in the first Asset (in the list) only and the request status is resolved. It is recommended to raise a separate request for each asset.

Proxy auto-upgrade works on v5.6 and later versions. To enable the auto-update for the v5.6 or later versions, the Administrator needs to place the “AutoUpdateConsole.exe” file under proxy folder C:\Program Files (x86)\SUMMIT\Proxy Agent\bin\AutoUpdateConsole.exe.

For versions prior to v5.6, auto upgrade is not possible, because the Data Collector has new encryption whereas proxy has older encryption that will not be authenticated for auto-upgrade. (#49762)

While printing a report in Portrait orientation, the printed content is trimmed as the page is not properly scaled down to the paper size. This issue occurs when the print is generated using Google Chrome. This is a known issue in Google Chrome.

Workaround: The user needs to generate the print in Landscape orientation. (#46256)

After enabling VAPT, the user profile picture, Logo, and Catalog images are not displayed across the SUMMIT application. The same issue is observed when the user uses the SLA alert e-mail notification hyperlink to access the SUMMIT application. This issue occurs if the user logs into the SUMMIT application using IE version 11. (#40461)

Data (HTML text) is not displayed in the following graphical Push Reports:

• Server Dashboard

• Network Dashboard

• Server Utilization Report

• Network Utilization Report

• URL Response Report

• Event Console Report

• Vital Business Function Dashboard Report (#46884)

The Change Record status gets changed to Approved even though the Change record is kept on On-Hold by the other member of the respective CAB (Change Advisory Board). (#51544)

V5.7 SP3 HF01

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field). (#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

V5.7 SP3

Issue

On the NETWORK DEVICE VIEW page (Availability > User > Views > Network Device View), duplicate devices are displayed when Add For Monitoring is selected while discovering more Network Devices on the DISCOVERY page (Admin > Advanced > Discovery & Monitoring > Discovery > Select the Tenant from the Filters pop-up > Click SUBMIT to view the DISCOVERY page > Click ADD NEW from the ACTIONS panel > Specify all the required fields and select the Add For Monitoring field).

(#54773)

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

(#54744)

V5.7 SP2 HF01

Issue

The following issues are observed when the SMS phrases are copied and pasted from the SMS TEMPLATE PHRASE pop-up page (Request > Configuration > Others > SMS Notifications > Select a Tenant > Click any value under Workgroup Name table header > Click SMS TEMPLATE PHRASES on the ACTIONS panel):

• An additional character, ‘C’, is displayed in the SMS.

• Sometimes, the SMS is not sent if the phrase CALLID*= Ticket ID is copied and pasted. (#52656)

After the Technician Selectable Approver approves the SR, the status of SR is updated from PENDING FOR APPROVAL to NEW, but the e-mail and SMS notifications are not sent to the configured users. (#52583)

The Concurrent License Notifications do not work in SAAS Database environment. (#52370)

The Administrators cannot select the username from the Select User pop-up of the SWITCH USER page (Admin > Basic > Users > Switch Users List > Click ADD NEW on the ACTIONS panel > Click search icon to search for the User). (#52660)

When a call is logged for an external user and updated to On Hold or Closed status, the Workgroup members and Analyst of the Call Record are not notified through e-mail. (#52582)

The Technician Selectable Approver cannot approve the Service Request. This issue occurs when the e Service Catalog is configured with Skip approval at the first level of approval. (#51525)

For the already installed software, while executing the software installation request through RBA, the RBA Script Execution status is displayed as “success.”

While installing software on multiple Assets using RBA script, the software is installed on the first Asset (in the list) only and the request status is Resolved. It is recommended to raise a separate request for each Asset.

Proxy auto-upgrade works on v5.6 and later versions. To enable auto-update on v5.6 or later versions, the Administrator needs to place the “AutoUpdateConsole.exe” file under the proxy folder C:\Program Files (x86)\SUMMIT\Proxy Agent\bin\AutoUpdateConsole.exe.

For versions prior to v5.6, auto-upgrade is not possible, because the Data Collector has new encryption, whereas, proxy has older encryption, that will not be authenticated for auto-upgrade. (#49762)

While printing a report in Portrait orientation, the printed content is trimmed as the page is not properly scaled down to the paper size. This issue occurs when the print is generated using Google Chrome. This is a known issue in Google Chrome.

Workaround: The user needs to generate the print in Landscape orientation. (#46256)

After enabling VAPT, the user profile picture, Logo, and Catalog images are not displayed across the SUMMIT application. The same issue is observed when the user uses the SLA alert e-mail notification hyperlink to access the SUMMIT application. This issue occurs if the user logs into the SUMMIT application using IE version 11. (#40461)

Data (HTML text) is not displayed in the following graphical Push Reports:

• Server Dashboard

• Network Dashboard

• Server Utilization Report

• Network Utilization Report

• URL Response Report

• Event Console Report

• Vital Business Function Dashboard Report (#46884)

The Change Record status gets changed to Approved even though the Change record is kept on On-Hold by the other member of the CAB (Change Advisory Board). (#51544)

After logging a Defect for a Change Record, the Defect Raised On date is displaying the previous date with respect to the date when the Change Record was created. This issue is observed when on the LOG DEFECTS pop-up page (Change > User > Change Record List > Click a CR that is in Approved status and pending for customer testing > Click TEST tab > Select Test Stage > Click LOG DEFECTS button), the CANCEL button is clicked before logging the Defect. (#53889)

On the CHANGE RECORD ID page (Change > User > Change Record List > Click a CR that is in Pending for Authorization status > Click APPROVAL on the ACTIONS panel), the Authorizer (who is not having Analyst access to the selected Workgroup) is not able to enable the Is PIR Required? check box. (#53887)

On the OPERATIONAL LEVEL SPECIFICATION – OLS page (SLA > User > Operation Level > Operational Level Specification List > Select an OLS ID), the Customer and Location fields values are displayed as ALL even if some other values are selected while creating the Operational Level Specification. (#52035)

On the UNDERPINNING CONTRACT SPECIFICATION - UCS page (SLA > User > Underpinning Contract > Underpinning Contract Specification List > Click any UCS ID), the Vendor name is displaying a blank value even if the Vendor was configured while creating the Underpinning Contract. (#52036)

On the NEW SERVICE REQUEST page (Request > User > New Service Request > Select Tenant > Select a Catalog configured with Autofill control > Provide data in all the fields > Provide keyword in the Autofill custom drop-down field), in the Autofill custom drop-down list only 10 matching values are populated even if more than 10 values match with the specified keyword. (#53872)

Unexpected CINDE behavior for overlapping catalogs: CINDE catalog identification may not match user expectations for the cases of overlapping catalogs. For instance, for VPN access, the system currently has service requests filed under multiple catalogs such as VPN Access: Juniper, VPN Access: Cisco Any Connect, Network and Connectivity Service Requests, Network Related Requests, Unified Communication Request etc. CINDE may map VPN related servicer requests to one of the catalogs, which may not match with the expected behavior.

Intermittent error, “Sorry! I am facing some issue. I will not be able to help you with this”. This is an intermittent error, which happens when system goes in a bad state. The workaround is to log out and log in again. This issue is already fixed for reproducible cases but still exists for non-reproducible cases.

CINDE may ask too many questions or unclear information, occasionally. This behavior is observed for Service Catalog related configurations.

The workaround is to change the number of questions, text of questions or parameter descriptions by changing the respective catalog’s configurations.

For certain utterances, CINDE may not render expected response due to the complexity of the Service Catalogs, expected behavior of CINDE, and AI and NLP technologies. The other issues can be fixed by providing training to CINDE. As more and more CINDE is used, more it will learn and get better to reduce this type of error.

When an Incident is updated, the Source and Medium values are captured in the Change History and is displaying wrong data.

The Service Window, Response Deadline & Resolution Deadline values on the SERVICE REQUEST DETAILS page (Request > User > Manage service Requests > Service Request List > Click SR ID) do not match with the SERVICE REQUEST ID page for the same SR ID (Request > User > My Service Request > Click SR ID). This issue is found when the Service Request is in New status & the Workgroup SLA Window is configured.

When a Service catalog is in the Maintenance status, the End User should not be allowed to log an SR. However, instead, a message is displayed requesting the user for additional details.

The Service Window displayed on the INCIDENT DETAILS page (Incident > User > My Incident > Click an Incident ID) is different from the Service Window displayed on the INCIDENT ID page for the same Incident ID (Incident > User > Manage Incidents > Incident List > Click an Incident ID).

Following issues are observed in CINDE –Auto Resolution module:

• The “Permission Type”' information is not included in the share folder access e-mail notification.

• Under the RBA tab, the script aborted error occurs intermittently for the employee User Type.

Only the partial mobile number fields are validated in the Service Catalog that contains mobile number fields.

On the SERVICE REQUEST LIST/ SERVICE REQUEST ID pages, the Approval Status/ Approver Flow is not displayed correctly. This issue is observed after updating the mandatory fields of the respective SR for which the Approver Type is configured as Workgroup in a Workflow and the Approver refers the respective SR back to the user.

Duplicate Incident creation messages are displayed if CINDE is initiated from a different tab.

After a considerable amount of time, when there is an interim CINDE idle state, “Sorry! I am facing some issue. I will not be able to help you with this” message is displayed.

While on-boarding a user using CINDE Auto-resolution feature, a Work Order (WO) is created and linked under the RELATIONSHIP tab of the respective SR. After the WO is linked, the virtual agent is not assigned to the WO and the WO is not moved to the IN-PROGRESS status.

While installing software using auto-resolution feature, the license allocation e-mail notification is not sent to the respective user even though the software is allocated to the user.

Using CINDE, the users cannot download/upload the 'mutual DNA' form to log an SR for 'non-Harman User VPN - Access (3rd Party Employee)' catalog. This issue occurs as CINDE does not support attachment files. This functionality will be implemented in the future versions.

V5.7 SP2

Issue

The following issues are observed when the SMS phrases are copied and pasted from SMS TEMPLATE PHRASE pop-up page (Request > Configuration > Others > SMS Notifications > Select a Tenant > Click any value under Workgroup Name table header > Click SMS TEMPLATE PHRASES on the ACTIONS panel):

• The junk value ‘C’ is displayed in the SMS.

• Sometimes, the SMS is not sent if the phrase CALLID*= Ticket ID is copied and pasted. (#52656)

After the Technician Selectable Approver approves the SR, the status of SR is updated from PENDING FOR APPROVAL to NEW but the e-mail and SMS notifications are not sent to the configured users. (#52583)

The Concurrent License Notification will not work in SAAS Database environment. (#52370)

The Administrator cannot select the username from the Select User pop-up of the SWITCH USER page (Admin > Basic > Users > Switch Users List > Click ADD NEW on the ACTIONS panel > Click search icon to search for the User). (#52660)

When a call is logged for an external user and updated to On Hold or Closed status, the Workgroup members and Analyst of the respective Call Record are not notified through e-mail. (#52582)

The Technician Selectable Approver cannot approve the Service Request. This issue occurs when the respective service catalog is configured with the Skip approval at the first level of approval. (#51525)