Customer Fixed Issues and Known Issues Tahoe SP5 HF08

135596

When the SR was pending for approval, the tool was not allowing to change the workgroup. If the approval was forwarded, workgroup and analyst could be changed.

Steps: 

1. Create a workflow with an approver workflow.
   
2. Raise a Service Request for the above-configured catalog.
   
3. As an approver, forward the SR which is pending for approval.
   
4. After forwarding the SR, the status of the SR will be updated as “Pending for approval (forwarded).”
   
   
5. Check the detail page of the above forwarded SR.

Workgroup/Analyst cannot be changed when SR is “pending for approval (Forward)” after the resolution.

135171

The Catalog details were not displaying for Service Request.

Steps:

1. Navigate to Service Request > New Service Request.
   
   
2. Navigate to Tenant > Catalog.
   
   
3. Enter the description as > Worst health provider inexperienced and unprofessional doctors!
   
   
4. Fill all details.
   
   
5. Click Submit.
   
   
6. Navigate to Service Request. Access the above raised Service Request. Check the catalog details for the raised Service Request.
   
   

The Service Request is successfully displaying the Catalog details.

131948

The Change Record status was automatically getting changed to Implemented from Cancelled.

Prerequisites:

1. Navigate to Catalog > Configuration > Catalog to Change Mapping. Configure the Catalog to Change Mapping.
   
   
2. Navigate to Change > Configuration > Workkplan. Configure the Workplan.
   
   
3. Navigate to Change > Workplan Mapping. Configure Workplan Mapping with task details.
   
   
4. The job Auto Create SR to CR should be running successfully.
   
   
5. Create an SR. The CR will be auto created along with the task.

The Change Record status is not getting changed to Implemented from Cancelled.

135758

Auto rejection of SR was not working at the first level of approval which was ideally supposed to, (considering long pending days). Instead, the auto rejection was executed at the second level.

Pre-Condition:

1. Configure 'SR Auto Approval ' job in custom scheduler page.
2. Configure three user groups.
3. While creating a Catalog drag and drop control, manually add values.
4. While configuring workflow drag & drop approval control and select user group in the Approval dropdown > Select the configured user group > Enable the Auto Approval checkbox > Click Reject and select the hour > Click Save.
5. Drag and drop the condition control > select any value in the configured dropdown control and save.
6. Add two more Approval controls & Select user group in the Approval dropdown > Select the configured user group > Enable the Auto Approval checkbox > Click Reject and Select the hour > Save.
7. If the condition meets its after first level approver it should route to the second and the third level approvals. If the condition doesn’t meet after the first level approver it should route to the third level approval.
8. Submit and Publish the Catalog.
9. While raising the SR in Log service Request page, select the value which is not configured in the condition on the workflow page > Click Submit.

Steps: 

1. Log in to the application as a First level approver.
2. Navigate to Request > Approver Service Request.
3. Click SR ID.
4. Click Approver Service Request icon.
5. Select forward to option in approval Status dropdown > select any other username > Enter the mandatory details in the field > Click Submit on Approver Service Request popup in the Approve Service Request Details page. ( Wait until configured auto reject time completes.)
6. Verify ticket is in Pending for Approval (Forwarded) status.
7. Approver should be able to approve the Service Request. (Forwarded Approval).
8. Verify the second level approval is auto rejected once the forwarded approver approves the ticket.

Auto Rejection of the SR is working as expected.

The mobile push notification job is consistently fulfilling its defined tasks, and mobile notifications are being received without any issues.

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