Customer Fixed Issues and Known Issues Tahoe SP3 HF14

Issue ID

Issue Description

Scenario

Resolution

129941

In Service Request Module, while filtering, user was unable to see the cases in the Service Request List page for the previous month.

Steps:

1. Navigate to Request > User > Manage Service Requests > Service Request
   
   
2. Click FILTERS and filter the requests from the Last month.
   
   
3. Verify if the previous month Service Requests are displayed. 

In Service Request Module, users can filter out the cases for the previous months.

130169

For a newly created Category in a new problem record, the Category field mapped to a specific customer was not getting displayed

Pre-requisite:

1. Login to the Summit Application > Navigate to Incident > Configuration > Incident Masters > Category > Configure a Category.
   
   
2. Right click the newly created Category > click Configure > In the Popup, map the Category with the specific Customer > click SUBMIT.
   
   
3. Add a new user to the same Customer for which the Category is mapped > Provide Analyst access to the new user.  

Steps:

1. Login to the Summit Application with the newly created credentials.
   
   
2. Navigate to Problem > User > New Problem Record > click the Category Search Icon > Category tree opens.
   
   
3. Verify whether the Category created and mapped with specific customer is displayed in the category tree. 

For a newly created Category in a new problem record, the Category field mapped to a specific customer is getting displayed.

130209

When a Change Record (CR) was updated from Initial Authorization to Approved status the update was not getting displayed in the CHANGE HISTORY.

Pre-requisite:

1. Dynamic Approval Workflow should be configured.

Steps:

1. Select Change > User > Approve Change Records. The APPROVE CHANGE RECORDS page is displayed.
   
   
2. Click the CR NOof the CR that you want to Approve. The CHANGE RECORD ID page is displayed.
   
   
3. On the CHANGE RECORD IDpage, click APPROVAL icon on the ACTIONS
   
   
4. On the APPROVALpop-up page, select the approval status from the list as Yes.  Specify your remarks and click SUBMIT to approve the CR.
   
   
5. Click on CHANGE HISTORY under

Verify the CR approved update status. 

The Change Record approval status is getting displayed as desired in CHANGE HISTORY. 

128386

Post upgrading to Tahoe SP3 on the Reachability of SD team report and the Incident Customer CSAT Report, the graphical representation was not working as expected. 

Steps:

1. Navigate to Reports > Select Incident Management.
   
   
2. In the REPORTS dropdown select Reachability of SD team. Verify if the report and the graphical data is displayed.
   
   
3. In the REPORTS dropdown select Incident Customer CSAT Verify if the graphical data is displayed and click on the graphs to display the records.

In the Reachability of SD team report and the Incident Customer CSAT Report, the graphical representation is working as desired.

127068

The ' SR ID - Reminder! Expiry Period Alert ' e-mails were not getting triggered.

Prerequisites:

1. Insert the record into Summit_SAASUrlConfig table.
   
   
2. While creating a catalog select the Enable Service Validity checkbox and enter the number of days in default To date , Maximum duration. Click Save and publish the catalog.
   
   
3. Raise an SR.
   
   
4. Configure SR Extend for Service Validity job in custom scheduler.

Steps:

1. Navigate to Request > Service Request List. The Service Request Page is displayed.
   
   
2. Click on SR ID and the Service Request Details page is displayed.
   
   
3. Resolve the ticket.
   
   
4. Once SR Extend for Service Validity job completes, verify for ' SR ID - Reminder! Expiry Period Alert ' e-mails.

The ' SR ID - Reminder! Expiry Period Alert ' e-mails are getting triggered.

129241

In the Service Request notification emails under User, the Customer Name and designation values were not reflecting.

Pre-requisite:

1. A Notification Template named ‘Service Request Assigned’ should be present in Notification Template

Steps:

1. Navigate to Request > User > New Service Request. NEW SERVICE REQUEST page is displayed.
   
   
2. Enter the mandatory details and click SUBMIT.
   
   
3. In the notification email, verify whether the Customer and Designation field values are reflecting. 

In the Service Request notification emails under User, the Customer Name and designation values are reflecting as desired.

130545

In the email notification triggered for the creation of the Workorder, the keywords were displayed in the email template instead of the actual information.

1. Log in to the Summit Application.
   
   
2. Navigate to Incident > User > New Incident.
   
   
3. Enter the required details and click Submit.
   
   
4. In the RELATIONALSHIP tab, create a Work Order. 

The email notification triggered for the creation of the WorkOrder displays the appropriate information as design.

126849

The system was displayed Opps Error on opening the Incident SLA by Workgroup Report

Steps:

1. Navigate to Reports > Tenant > Select the module as Incident Management.
   
   
2. Select Incident SLA by Workgroup Report under Reports drop-down. 

The system is not displaying Opps Error on opening the Incident SLA by Workgroup Report.

130766

The Workgroup and Owner fields were getting displayed as mandatory fields but not editable in Test Completion stage.

Steps

1. Navigate to Release > User > Release Record List. The Release Record List page is displayed.
   
   
2. Click RR ID hyperlink. The Release Record ID details page is displayed. Navigate to Test tab. Select Test Stage as Test Completion.

The Workgroup and Owner fields are editable in Test Completion stage.

128955 / 123590

When the  IM_MasterReport was exported using Advance CSV with date filter option, incident details were not getting displayed.

Steps:

1. Navigate to Application > Report >Incident Management > IM_MasterReport.
   
   
2. Filter the date.
   
   
3. Click Export to Advanced CSV.

Advance CSV option works appropriately after the resolution.

128955

The status of SR was not getting changed from Pending to In Progress.

Steps:

1. Log in to Application.
   
   
2. Raise a Service Request as an End User.
   
   
3. Log in as an Analyst and keep the SR in Pending status.
   
   
4. Log in as an End User and reply to SR under Pending status through the mail.
   
   
5. Check the status of the SR.

SR status changes from Pending to In Progress and is working appropriately in all related attributes.

121021

Chinese special characters were causing line break issues.

Prerequisite:

The report should contain Chinese characters in the report.

Steps:

1. Navigate to the Reports page with Japanese as the user language.
   
   
2. From the drop-down list, select Izenda 6 report. 
   
   
3. Click the Export icon. 
   
   
4. Click New Option Advanced CSV. 
   
   
5. Check browser download.
   
   
6. Validate if Chinese characters are not causing line break issues.

Reports Detail page displays appropriately after the resolution.

130474

There was an issue with the filter dropdown search option on the list page.

 Steps:

1. Navigate to the List page of the required module.
   
   
2. Validate that the list pages should have the dropdown working with auto-complete features on. 

The filter drop-down search option is working with auto-complete features after the resolution.

124673

When the status was changed it was not displayed properly in the RM Deployment tab.

Steps:

1. Navigate to Release > User > Release Record List.
   
   
2. Open Release Record which is in build/test status.
   
3. Change status to deploy, fill in other mandatory details, and Submit.
   
4. Go to the Deployment tab and verify the Deployment status.

The status is getting displayed properly after the resolution.  

128802

An error message was displayed while opening change history of Problem record.

Steps:

1. Navigate to Problem > User > New Problem Record.
   
   
2. Create a new problem record.
   
   
3. Open the created problem record.
   
   
4. On the right-side panel, click Change History.

There is no error message displayed while opening the change history of the Problem record.  

126024

1. When the user (username should be in Japanese characters) assigned the SR through the ‘Assigned to me’ functionality, the value was not updated in the change history instead it is displaying as question marks.
   
   
2. The Japanese characters entered in the ‘Private Log’ field, In the mail body value were not updated, instead it was displaying as question marks.

Pre-condition:  

The username should be in Japanese characters. 

Steps: 

1. Log into the summit application.
   Note: The username should be in Japanese characters.
   
   
2. Navigate to Request > Manage service request > Service Request List.
   
   
3. Assign the SR using the Assigned to Me functionality.
   
   
4. Access the above SR and check for the values in the Change History.
   
   
5. Access the same SR and resolve it by mentioning the Japanese character in the 'Private Log' field.
   
   
6. Check the Private Log comments in the Mail body.

The Japanese characters are displayed correctly. 

128776

Prerequisites:
1. Configure Business rules.

2. Ensure the condition = In Progress and Action = Notification. This Notification must be sent the first time.

Steps:

1. Navigate to Incident> User > Manage Incidents > New Incident for User
   
   
2. Log two Incidents and in RELATIONSHIP tab of Incidents make these Incidents as Parent and Child.
   
   
3. Change the status of Parent ticket to In Progress.
   
   
4. Click Submit and verify if the configured notifications are triggered to Child Incidents too.

This issue is fixed, and Notification Mails are triggered to child tickets too.

131945

Steps:

1. Create a Catalog with mandatory control fields.
   
   
2. Click Save.
   
   
3. Edit the same Catalog.
   
   
4. Delete the mandatory control in the Catalog form.
   
   
5. Click Save.
   
   

User is successfully able to select the Catalog which has mandatory control in the inactive status in Notification Parser.

130704

Prerequisite:

Configure Application- and Tenant-specific Remote Desktop Sharing for MS Teams.

1. Admin > Tenant > Remote Desktop Sharing.

Steps:

1. Navigate to Incident > Select an Incident.
   
   
2. Click Remote Desktop.
   
   
3. Select RDP Type > Microsoft Team.
   
   
4. Create a request for MS Team.
   
   
5. After creating a request, close the Remote Desktop popup and again open it.
   
   

End option is not displaying while raising Incident regarding MS Teams.

131473

In Cloud Discovery CONFIGURATION page users were unable to view any Department in from the dropdown.

Steps:

1. Navigate to Admin > Advanced > Cloud Discovery.
   
   
2. Select Filters >
   
   
3. Verify if the Department dropdown was displayed.

In Cloud Discovery Configuration page, the Department dropdown is working as desired.

128945

Users were getting auto removed from the Workgroup after user offboarding notification job runs. 

Pre-requisites:

1. AD import job should be running.
   
   
2. User offboarding job should be running.

Steps:

1. Login to the Summit Application.
   
   
2. De-activate the user in AD.
   
   
3. Schedule the AD import Job.
   
   
4. Run user offboarding notification job.
   
   
5. Activate the User in AD.
   
   
6. Schedule the AD import job.
   
   
7. Assign some workgroups to the analyst.
   
   
8. Run user offboarding notification job.

Users are not impacted post running of user offboarding notification job. 

Oops an error occurred  message was displayed when the user tried to view Fixed Assets in the Asset Inventory. 

The error message was displayed in Fixed Asset Details pop-up when the user clicked TOTAL count hyperlink including the Export to Excel and Export All options. 

Steps: 

1. Navigate to Asset > User > Manage Assets > Asset Inventory. 
    
2. Select Fixed Asset type on the Asset Inventory page. 
   Fixed Asset LIST page is displayed. 
    
3. Select the desired Tenant from the drop-down, which is a mandatory field. 
    
4. From the LIST, click any desired TOTAL count hyperlink. 
   Fixed Asset Details pop-up is displayed. 
    
5. Verify the message displayed in this pop-up and perform the export action (verify the message for this action). 

Fixed Asset Details are displayed successfully in the Asset Details pop-up without any error message after the resolution. 

Asset was in the Reconciliation status and could not be re-allocated, even after accepting the reconciliation of the asset from the respective user. However, the same asset could be allocated manually. 

NOTE: 
Manager approval is removed in the Asset Reconciliation Configuration page. 

Steps: 

Condition: The asset is sent for reconciliation and the reconciliation is successful. 

1. Navigate to Asset > User > Manage Assets > Import > Bulk Asset Allocation. 
    
2. In the Bulk Asset Allocation configuration page, enter all the desired data in General, Mapping, and Preview grids.  
   Click SUBMIT. 
    
3. Select Previous Allocation Details option from the right ACTIONS panel. 
    
4. Check and verify the message displayed in Previous Allocation Details pop-up. 

The Asset reallocation process can be performed successfully without any error after the resolution. 

An Oops error was displayed when the user tried to access Asset Transaction Details report. 

Steps: 

1. Navigate to Reports > Asset Management. 
    
2. Search for Asset Transaction Details report in the Reports drop-down. 

Asset Transaction Details report displays the relevant data successfully without any error message after the resolution. 

Issue ID

Issue Description

Scenario

Resolution

128745 

The incident was not getting raised through e-mails (Mail to Incident) with a cropped image in the e-mail body.

Prerequisites

1. Navigate to Admin > Advanced > Notifications > Mailbox. Configure the Mailbox. The Mailbox should be configured for Summit Proxy server. 
   
   
2. Navigate to Admin > Advanced > Notification Parser. Configure the Notification Parser for Incident module (General Conditions > Subject is <ANY KEYWORD>).  
   
   
3. The EMail Parsing job should be running.  

Steps

Send an e-mail with an image (cropped using a tool such as Snipping tool) in the e-mail body. 

The incident is raised through e-mails (Mail to incident) with a cropped image in the e-mail body. 

123489

Issue 1:

The Auto-resolve through SR_AUTORESOLVE_PENDINGTICKETS Job was not happening.

Issue 2:

The manual bulk update on Service Request list page was not happening.

Steps: 

1. Navigate to Admin > Tenant > Select the module as Service Request > Configure Details. 
   
   
2. Select the check box Enable Capture of Closure Category under the section For Analysts.

Resolution 1:

The Auto-resolve through SR_AUTORESOLVE_PENDINGTICKETS Job is happening.

Resolution 2:

The manual bulk update on Service Request list page is happening.

129843

The grouping level configuration was not getting auto populated. 

Prerequisites

1. Navigate to Admin > Infrastructure > Form Builder. Select the required module as Service Catalog Management. Select the required category.
   
   
2. Click Add New.
   
   
3. Specify the required information in Form Details tab. Click Next.
   
   
4. On Form Builder tab, configure the group configuration.
   For Example: Configure group of managers - Manager 1, Manager 2 and Manager 3, using User form control, select Auto Populated option, Text Area control for Designation.
   
   
5. Publish the catalog.
   
   
6. Navigate to Request > New Service Request. Select the above created catalog.

The grouping level configuration is getting auto populated.

118960

The e-mail ID format was not getting displayed for the email IDs under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

Steps:

1. Navigate to Admin > Users > User List. The User List page is displayed.
   
   
2. Click User ID hyperlink.
   
   
3. The User ID details page is displayed.
   
   
4. Observe the email IDs under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

The e-mail ID format is accepted for the e-mails under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

128431

The user list designation field was not accepting symbol “&” and “&amp” values.

Steps:

1. Navigate to Admin > Basic > Users > User List.
   
   
2. Click User ID hyperlink.
   
   
3. Under the GENERAL tab, go to Designation field.

The user list designation field is accepting symbol “&” and “&amp” values after the resolution. 

130337

An error message was captured in the job logs while running the AD Import job. The message displayed was " The string was not recognized as a valid Boolean. Error line number: 0."

 Steps:

1.  Navigate to Admin > Basic > Infrastructure > Custom Scheduler.
   
   
2. Search for AD Import Job and ensure the job status is completed.

The error message is not captured in the job logs while running the AD Import job after the resolution.

124961

The download of the Advanced CSV Report was failing in all the reports. with an error message ‘Error occurred! Please check with administrator’.

Prerequisite:

In the Web Config file enable (true) the key ‘ <add key="Izenda:IsEnabledAdvancedCSV_Export" value="true" />’

Steps:

1. Login to the Summit Application.
   
   
2. Navigate to Reports, select a module and select a report from the REPORTS textbox.
   
3. Click download icon and select Advance CSV Report option from the list.
   

The Advanced CSV Report downloads successfully without any issues.

Issue ID

Issue Description

Scenario

Workaround

An approver encountered an error ‘Opps, Error Occurred’ message when opening an SR for approval. 

N/A

100922

An error ‘Opps! An error occurred’  or a Saved Successful message was displayed for all the modules, if the mandatory configuration fields were saved with a space (empty) value.

Scenario – I

1.       Navigate to Incident > SLA Configurations > Urgency.

2.       Select a Tenant.

3.       Click Add New from left panel.

4.       Press Space Key in Urgency Name field and click SUBMIT

Scenario – II

1.       Navigate to Problem Management > SLA Violation Reason.

2.       Select a Tenant.

3.       Click Add New from left panel.

4.       Select the Violation Type from the list.

5.       Press Space Key in SLA Violation Reason field and click SUBMIT.

N/A

105119

After submission, the text is getting converted to code for Question and Answer fields.

Prerequisites:

1.       Navigate to Knowledge > User > New Knowledge Record. The New Knowledge Record details page is displayed. Specify the mandatory fields. Make sure for Question field use keyboard Enter key. Click Submit.

2.       Navigate to Knowledge > User > Knowledge Record List. The Knowledge Record List page is displayed. Open any KB article with Status as Published. The Knowledge Record details page is displayed. Click COPY KNOWLEDGE RECORD link under Action panel. Check for the Answer field.

N/A

100352

When a Change Record (CR) is created with ‘special characters’ in status, it does not display any data in Change Record list page.

Prerequisites:

1.       Create a 'status' having special characters such as (*satus_test*).

2.       Create the CR.

Steps:

1.       Log in as approver.

2.       Navigate to Change > Change record list.

3.       Click on the Filters icon.

4.       Select the 'Tenant' field as ALL.

5.       Select the previously created 'status'.

6.       Click Apply.

7.       Verify the results, after applying the status filter with special characters.

N/A

100760

The ‘Category’ filters on the Change Record (CR) list page do not display any data results when you select ALL Tenant and Category.

Steps:

1.    Navigate to Change > User > Change Record list.

2.    Select the 'Tenant' field as ALL.

3.    Select the field as Category.

4.    Click Apply.

5.    Check the results displayed on the Change Record list page.

The Category filter works fine, when you select individual Tenant and Category.

Below is just an example from Incident Management list page. It also applies to SR and PM list pages too where User Contact Number is used. as filter:

Steps: Incident Management (IM)

1.    Navigate to Incident > Manage Incident > Incident List.

The Incident List page is displayed with list of incidents.

2.    From Filter options, select User Attributes
> User Contact Number. Select the operator as = and enter the Contact Number in the Value field of the respective User.

3.    Click Apply.

4.    Verify the results, after applying the User Contact Number filter.

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

3.    Select the Time related Filter and choose Equals (=) operator.

4.    Click Calendar icon.

5. Check if you are getting the Time Selection option or not in Calendar popup.

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

3.    Select the Log Time filter and choose operator (<=).

4.    Click Calendar icon.

5.    Select date and time for an already existing SR.

6.    Click Apply.

7.    Check if you are getting the filter results.

The View names created by an Analyst for IM/SR/PM/CM

Steps:

1.    Log in to the Application as an Analyst.

2.    Navigate to Request > Service Request List and create a view with long Japanese name and apply view.

3.    Navigate to Incident > Incident List and create a view with long Japanese name and apply view.

4.    Navigate to Problem >
Problem Record List and create a view with long Japanese name and apply view.

5.    Navigate to Change > Change Record List and create a view with long Japanese name and apply view.

6.    Verify the view name in Japanese language text which goes out of the container.

Prerequisite:

The key

<add key="App:MultiLanguageEncodingEnabled" value="true" /> is set to True in webconfig file.

Steps:

1.  Navigate to Incident > User > Manage Incidents > Incident List. In the Incident List Click Incident ID hyperlink. The Incident ID details page is displayed.
        
2. Click RELATIONSHIP tab Click on the displayed Work Order ID. The Work Order ID page is displayed. Check Assigned To drop-down field under ASSIGNMENTS tab.