Customer Fixed Issues and Known Issues Tahoe SP3 HF23

Owned by Enterprise IT
Last updated: May 23, 2024
34 min read

 | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali HF03 << Denali SP1 << Denali SP1 HF01 << Tahoe << Tahoe SP1 << Tahoe SP3 HF01 << Tahoe SP3 HF01 (v1) << Tahoe SP3 HF02 << Tahoe SP3 HF03 << Tahoe SP3 HF04 << Tahoe SP3 HF05 << Tahoe SP3 HF06 << Tahoe SP3 HF07 << Tahoe SP3 HF08 << Tahoe SP3 HF09 << Tahoe SP3 HF10 << Tahoe SP3 HF11 << Tahoe SP3 HF12 << Tahoe SP3 HF13 << Tahoe SP3 HF14 << Tahoe SP3 HF15 << Tahoe SP3 HF16 << Tahoe SP1 HF17 << Tahoe SP3 HF18 << Tahoe SP3 HF19 << Tahoe SP3 HF20 << Tahoe SP3 HF21 << Tahoe SP3 HF22

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade

  On this page:

Customer Fixed Issues | Known Issues 

Merged Releases

Following are the merged release in Tahoe SP3 HF23:

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF23.

Service Management

Issue ID

Issue Description

Scenario

Resolution

144112The service improvement plan could not be updated.

Steps: 

  1.  Navigate to SLA > Service Quality > Service Improvement Plan.

  2. Fill out the form and Submit.
The service improvement plan can be updated after the resolution.  
145624Workgroup details were not loading in the Post Implementation Reviewer (PIR) page.

Prerequisites:

Configure Tenant Code with a space.

Steps:

  1. Navigate to Change > Configuration > PIR Reviewer.
Workgroup details are successfully getting loaded in the PIR Reviewer page.
145675The sequence number was displayed under Changed by column instead of User ID in the ADM_Configuration_History table.   

Steps: 

  1. Navigate to Request > Configuration > Others > User Type.

  2. The User Type page is displayed.

  3. Enter the mandatory fields and add the user. Click Submit.

  4. Log in as another user and go to User Type.

  5. Enter the mandatory field and add any other user. Click Submit.

  6. Navigate to SQL and verify the ADM_Configuration_History table.
Correct details are displayed in the User Type audit report after the resolution.     

145551

CCID users in the email were not getting added currently in the address book for mail to ticket functionality.

Prerequisites:

  1. Mailbox (O365) & notification parser should be configurated.

  2. Email parsing jo should be running.

  3. Mail should be sent to mailbox mail ID & cc should be added (User should exist in the application)

Steps: 

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

  2.  Access the incident (which is created from mail)

  3.  Click on address book.

CCID users in the email are getting added currently in the address book for mail to ticket functionality after the resolution.     

144707

Issue 1:

Provided *subject* keyword value in mail subject was not fetching. NOTE: scenario was working when status transition is done for Build, In Progress, estimated provided etc.

Issue 2:

In Closed CR, mail body was not fetching the *SUBJECT* keyword.

Prerequisites:

  1. CR requestor & initiator should be different.
  2. Add the *subject* keyword in the mentioned notification template in the email subject level.
  3. Update Change Request Mail for Requestor.
  4. CR should be created & authorized.
  5. For Auto closer CR: Auto closer CR job should be running.

Steps:

  1. Approve the CR as CAB approver.
  2. Verify the mail subject.
  3. Implement the CR as Analyst & verify the mail subject.
  4. Closed the CR as Analyst & verify the mail subject.
  5. Close the CR as analyst & verify the mail body.
*Subject* keyword is fetching as expected during status transition and on CR Closure.
141696 When users tried to open the Workorder from the Problem Record's Relationship tab, the fields were not seen, and an error message was displayed. 

Steps: 

  1. Login to the application.
  2. Navigate to Problem > User > Problem Record List.
  3. Select Problem Record. 
  4. Click on Relationship tab. 
  5. Create Work Order. 
  6. Change the status of Workorder from New to InProgress. 
  7. Click Submit. 
Work order is created successfully. Data saved successfully without any error and the status of WO changed to InProgress. 
136441

Issue with Executive Dashboard SLA.

Steps:

  1. Log a ticket with 'Assigned’
  2. Update it to 'In-Progress' and check the Resolution Deadline.
  3. Resolve this ticket before Resolution deadline and check 'Resolution SLA' in Incident List page.
  4. Update same ticket back to 'Assigned' status again.
  5. Resolve this ticket after Resolution Deadline and check 'Resolution SLA' again on Incident list page.
In incident List page, Resolution SLA Field is displaying as expected.
145997In IM Module, Records were displayed with errors.

Prerequisites:

  •  Login to the application as Admin.


Steps:

  1. Navigate to Reports > Incident Management.

  2. Select any Report of large size.


Records display without any errors after the resolution.
146133In CMDB users were not able to search CI with respect to IP address.Steps:

  1.  Navigate to CI list page.

  2. Select desired Tenant and Status.

  3. Select filter as IP address and try to filter the CI with respect to IP address.
Users search CIs with respect to IP address.
145804

Analyst was getting an error when accessing the CMDB API even though the instance name was passed in the payload. The following error was getting displayed:

 "Instance input is mandatory."

Step:

Update the web config under App setting section with the following Keys:


{
"ServiceName": "CMDB_GetClassificationMasterList",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKEY",
"APIKey": "LmfymTw2SyyxlsbMeON0FZbJq2iMt/moJ8Tm23fIyWg= ",
"ProxyID": 0,
"OrgID": "1",
"ReturnType": "JSON"
},
"strInstance": "IT",
"intParentClassificationID": 0,
"blnIncDeActive": true
}
}

Analyst access the CMDB API with instance name and is not getting errors after the resolution.
142097Business Rule was not getting triggered for End User updates.

Steps: 
 

  1. Navigate to Business Rule > RULE DEFINITION. Enter all the mandatory details.

  2. Under TRIGGER, select the Module and When. Also select Create and Update from the Trigger Type.

  3. Navigate to CONDITION and enable Conditions based on criteria and specify the field, operator and values.
  4. Under ACTION, select Caller Time Zone as Time Zone for Notification and API.
  5. Navigate to Notification > ADD NOTIFICATION. Specify the To and CC values and enable Send notification every time.

  6. Navigate to CHANGE HISTORY and Click any INCIDENT ID. BUSINESS RULE EVENTS for INCIDENT ID for BUSINESS RULE EVENTS is triggered.
Business Rule triggers for End User updates.
146581

AD Sync was not working when there were two Azure AD syncs.

Two issues were reported:

  • AD sync is not working.
  • History is not visible.

Analyst was not able to view the AD Import history and was getting the error stating 'Oops an error occurred.'

Steps:

  1. Select the Monitoring sources from the drop-down list.

  2. Enter the Job Name and select the Job options from the drop-down list.

  3. Select the Schedule type as Recurring and specify the hours under Stop the Job if it runs More Than.

  4. Under FREQUENCY select Occurs as Daily. Click Submit.

  5. Navigate to JOB HISTORY and select the JOB Name as AD User Import from the drop-down list and select From Date and To Date. The JOB HISTORY is getting displayed.
AD Sync is working properly, and AD Import history is displaying appropriately after the resolution.
146271While logging a Service Request with Goods Return catalog, the Consumed Budget field was not getting captured.

Prerequisites:

  1. Create a catalog by dragging & dropping the Child Dropdown control.

  2. Add the values manually in the Child Dropdown control.

  3. Drag & drop the Child Dropdown control.

  4. Select the parent. And map the parent and child values while adding the values.

  5. Add another group > Drag & drop a control in it.

  6. Make that group a multivalued group.

  7. Save and publish the catalog.

Steps:

  1. Navigate to Request > Click New Service Request.

  2. Click on the configured Catalog.

  3. Select the parent & child values in the Child Dropdown.

  4. Add the record in Multivalued group.

  5. Now you can see Child Dropdown values getting cleared after adding values in Multivalued Group.

The Child Dropdown control successfully retains the values after adding values in the Multivalued Group.
143513 The tickets pending for feedback are not displayed on the User dashboard page.  

Prerequisites: 

  1. Create 2 incidents. 1 incident via API and 1 incident via web application.  

  2. Resolve both the incidents via API.  

Steps: 

  1. Navigate to User Dashboard.  

  2. Click Feedback Pending link.   
Sample Request 
{ 

    "ServiceName": "SR_UpdateServiceRequest", 

    "objCommonParameters": { 

        "_ProxyDetails": { 

            "AuthType": "APIKey", 

            "APIKey": "F5MJWDOPQ8QSGMzNZfdkCytY9mLqrRVxrhQuCJfw4Gg=", 

            "ProxyID": 0, 

            "ReturnType": "json", 

            "OrgID": 1, 

            "TokenID": "" 

        }, 

        "objSRServiceTicket": { 

            "IncidentTicketID": 3606, 

            "Org_ID": 1, 

            "Status": "Resolved", 

            "SupportFunction": "Info", 

            "WorkGroupID": 3, 

            "AssignedEngineer": "user@symphonysummit.com", 

            "Solution": "TESTING resolved update", 

            "ResolutionCode": "19", 

            "ClosureCategory": "8", 

            "ClosureCode": "Passed" 

        }, 

        "RequestType":"mobile" 

    } 

}


Sample Response 
{ 

    "Errors": "", 

    "Input": null, 

    "Message": "", 

    "OrgID": 0, 

    "Output": "Successfully saved the service request details.", 

    "OutputID": 0, 

    "OutputObject": null, 

    "TokenID": "104535268FA0AC39A12403E1F51E33CED25D944C9ABBF8A9DD9FFA5D61C7945157A21425550F3C42C20C901D147A6B1A1AAEC5C69630A5859DB09DA444B87955CAD0EF4EA74FD697F31940B342D7755837E249A31ADE284C51EA6A37C17E8A20D94429B5C0005CDC73068A933A5022416976A24B504837B7E0B81D91F1381E26B13D31F91E3F30EA0126B0A2CE96CF28387B7A1CA4AAD42F99E9BAFAD387E4168541AD54CA2C2A73B8662177347ACAF2" 

}
The tickets pending for feedback are displayed on the User dashboard page.  
146097 Tickets created via mail to ticket functionality are not retaining the format of the email. The ticket description appears in a single line.  

Prerequisites:  

  1. Configure a mailbox. 

  2. Configure notification parser and enable create/log incident functionality. 

  3. Enable email parsing job. 

  4. To create an incident, send an email with certain text formatting in the letter body to the configured mailbox. 

Steps: 

  1. Login to the application.

  2. Navigate to Incident > Incident list.  

  3. Open the created incident and check the description text formatting. 
The incidents created by mail to ticket functionality are retaining the format of the email.  
138772 The SR catalog details are visible to the end user but do not appear to the analysts.  

The API “SR_LogServiceRequestCatalog” has been updated to get the catalog details. 

Sample Request 
{ 

    "ServiceName": "SR_LogServiceRequestCatalog", 

    "objCommonParameters": { 

        "_ProxyDetails": { 

            "AuthType": "APIKey", 

            "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

            "ProxyID": 0, 

            "ReturnType": "json", 

            "OrgID": 1, 

            "TokenID": "" 

        }, 

        "SR_TicketParame": { 

            "Instance": "Info", 

            "ServiceCatalogID": "9076", 

            "ServiceCatalogName": "Extend catalog", 

            "RequesterEmailID": "abc.efg@symphonysummit.com", 

            "SRRemarks": "Testing", 

            "LoggedByEmailID": " abc.efg@symphonysummit.com", 

            "CustomFields": [ 

                { 

                    "GroupName": "SELECT REQUEST", 

                    "AttributeName": "Request Details", 

                    "AttributeValue": "Standard Laptop" 

                }, 

                { 

                    "GroupName": "SELECT REQUEST", 

                    "AttributeName": "Cost (INR Exclusive Taxes)", 

                    "AttributeValue": "69100" 

                }, 

                { 

                    "GroupName": "SELECT REQUEST", 

                    "AttributeName": "BudgetCode", 

                    "AttributeValue": "TE000240" 

                }, 

                { 

                    "GroupName": "SELECT REQUEST", 

                    "AttributeName": "Quantity", 

                    "AttributeValue": "1" 

                } 

            ] 

        } 

    } 

}


Sample Response 
{ 

    "Errors": "", 

    "Input": null, 

    "Message": "Successfully saved the service request. Service Request ID:  5719", 

    "OrgID": 0, 

    "Output": null, 

    "OutputID": 0, 

    "OutputObject": null, 

    "TokenID": null, 

    "TicketID_Encrypted": null, 

    "TicketID_Internal": 5695, 

    "TicketNo": 5719 

}
The SR catalog details are now visible for analysts as well.  
140746 The report “SR SLA by Catalog” displays error message “Oops an error occurred”. 

Steps: 

  1. Navigate to Reports > Service Request.  

  2. Open the report SR SLA by Catalog.  
There are no error messages present and the report is presented accurately. 
146346When creating a new incident, the end user was unable to view a few incident categories, even though they were configured for the end user on the category configuration page, based on customer category mapping.

Prerequisites: 

  • Category should be disabled for end user.

  • In the Configure Customer select logged in end user's customer.

 Steps:

  1. Log in to the Summit Application.

  2. Navigate to Incident > New Incident.

The end user can view and select the mapped categories on the Category Configuration page while creating an incident.
140672When fetching SR details using the Reporting API, all the three SLA alerts are displayed the same date and time, despite to their different timestamps in the Change History.

Steps: 

  1. Log in to the Summit Application.

  2. Navigate to Catalog > User > Create Service Catalog.

  3. Create a Catalog for a Workgroup and configure SLA alerts for that Workgroup.

  4. Schedule ‘SR SLA Workgroup Alert’ job.

  5. Log an SR and wait  until the resolution escalation alert reaches 75% in the SR_Master table.

In the SR Details, all SLA alerts are displaying correct timestamp without any issue.
144907The system was displaying the Oops error after submitting the Workorder with the filled assigned Analyst.

Steps:

  1. Navigate to Problem > New Problem Record.
  2. Specify the all mandatory fields > Click Submit.
  3. Navigate to the Relationship Click Create.
  4. Specify all mandatory fields and click Submit.
  5. Open the same Workorder and fill in the Analyst details. Click Submit.
The system is not displaying the Oops error after submitting the Workorder with the filled assigned Analyst.
145109The columns were not getting displayed as expected and were jumbled up.

Steps:

  1. Navigate to the Approve Service Request.
  2. Open the Service Request with Approval.
  3. Click on any Approval under the Approval Details.
  4. Hover the mouse over the columns.
The columns are displayed as expected and are not jumbled up.
142032The count was getting mismatched in Approve Service Request page.

Steps:

  1. Navigate to Request > Approve Service Request.
  2. Check the count of Service Requests.
  3. Login as an Analyst and log an SR having an Approver and refer back to the SR as an Approver.
  4. Check the Approve Service Request.
The count is not getting mismatched in Approve Service Request page.
146581AD sync does not function properly when two Azure AD are configured.

Steps:

 1.       Configure AD Import with two Azure ADs.

 2.       Schedule a Job.

 3.       View the AD Import History.

AD sync functions as designed when two Azure AD instances are configured.
146066

An error message "Oops! An error occurred" was displayed when a user deactivated or modified a WORKGROUP (Child Workgroup).

Steps: 

  1. Log in to the Summit Application.

  2. Navigate to Admin > Infrastructure > Workgroup.

  3. Click the Workgroup ID hyperlink corresponding to the Workgroup and click SUBMIT.
When a user deactivates or modifies a Workgroup (child Workgroup), the system successfully completes the action without displaying any error messages.
144811The Validation Control in Change Management was not functioning properly.

Steps: 

  1. Navigate to Admin > Infrastructure > Form Builder.

  2. Select Change Management and select the General Area, Click Next.

  3. Create a New Group and add two drop-down fields.

  4. Change for values to New and Existing

  5. Request Change for values Healthcare and Wellness, Click Save

  6. In the Validation Control, select Change for" value to ‘Existing’ and hide the ‘Request Change For’.
The Validation Control in Change Management working properly without any issues.
143688 The ADDeactivateTime field was getting updated everyday and a large list of users was getting displayed.

Steps:   

  1. Navigate to Admin > Users > Import > AD Import. The AD Import page is displayed.  

  2. Enable Notify Inactive User Details under Notification tab.
The ADDeactivateTime field is not getting updated everyday and the list of users is getting displayed as expected.  


Asset Management

Issue ID

Issue Description

Scenario

Resolution

145825

The audit details for application configuration pages were not reflecting changes made to Asset management.


Even after configuring the BI report, updates or changes made were not accurately reflected in the results.


Steps:

The application configuration pages where the audit details were not reflected are mentioned below:

  1. Status Configuration (Asset > Configuration > Asset Masters > Status Configuration)

  2. Notification and Template (Asset > Configuration > Asset Masters > Notification and Template)

  3. Fault Type (Asset > Configuration > Asset Masters > Fault Type)

  4. Asset Return Type (Asset > Configuration > Asset Masters > Asset Return Type)

  5. Discovery (Asset > Configuration > Others > Additional Discovery)

  6. Asset Purpose (Asset > Configuration > Asset Masters > Asset Purpose)

The audit detail changes are reflecting accurately without any issues after the resolution.

Digital Agent

Issue ID

Issue Description

Scenario

Resolution

140138

Analyst list was not getting fetched on the basis of workgroup.

Refer to the response and request payloads.  

Sample Request 
{
    "ServiceName": "GetWorkgroupExecutiveList",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKey",
            "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=",
            "ProxyID": 0,
            "ReturnType": "json",
            "OrgID": 1,
            "TokenID": ""
        },
        "Instance": "Info",
        "strWorkGroupId": "48",
        "Workgroup":""
    }
}
Sample Response 
{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": null,
    "OrgID": 0,
    "OutputObject": [
        {
            "WD_ID": 6122,
            "Org_Id": 1,
            "SUP_FUNCTION": "Info",
            "WORKGROUP_ID": 48,
            "wg_Name": "CM workgroup",
            "Master_WG": false,
            "ACTIVE": true,
            "WG_NAME1": "CM workgroup",
            "UserID": 10,
            "EmpID": null,
            "USERNAME": "user",
            "EMAILID": "user@symphonysummit.com",
            "NT_UID": null,
            "Role": "Report",
            "AllowUpdateForAllIncidents": true,
            "AllowUpdateForAllSRs": true,
            "AllowAnalystToBulkUpdateIncidents": true,
            "AllowAnalystToBulkUpdateSRs": true,
            "LICENSE_EDITION": "SM_BU",
            "LICENSE_ATTRUBUTETYPE": "CONCURRENTAGENTS",
            "Global_Config_ID": 0
        },
        {
            "WD_ID": 374,
            "Org_Id": 1,
            "SUP_FUNCTION": "Info",
            "WORKGROUP_ID": 48,
            "wg_Name": "CM workgroup",
            "Master_WG": false,
            "ACTIVE": true,
            "WG_NAME1": "CM workgroup",
            "UserID": 8,
            "EmpID": "231",
            "USERNAME": "user",
            "EMAILID": "user@symphonysummit.com",
            "NT_UID": null,
            "Role": "Report",
            "AllowUpdateForAllIncidents": true,
            "AllowUpdateForAllSRs": true,
            "AllowAnalystToBulkUpdateIncidents": true,
            "AllowAnalystToBulkUpdateSRs": true,
            "LICENSE_EDITION": "SM_EP",
            "LICENSE_ATTRUBUTETYPE": "AGENTS",
            "Global_Config_ID": 0
        },
        {
            "WD_ID": 360,
            "Org_Id": 1,
            "SUP_FUNCTION": "Info",
            "WORKGROUP_ID": 48,
            "wg_Name": "CM workgroup",
            "Master_WG": false,
            "ACTIVE": true,
            "WG_NAME1": "CM workgroup",
            "UserID": 26,
            "EmpID": null,
            "USERNAME": "user",
            "EMAILID": "user@symphonysummit.com",
            "NT_UID": null,
            "Role": "RPT",
            "AllowUpdateForAllIncidents": false,
            "AllowUpdateForAllSRs": false,
            "AllowAnalystToBulkUpdateIncidents": true,
            "AllowAnalystToBulkUpdateSRs": true,
            "LICENSE_EDITION": "SM_EXP",
            "LICENSE_ATTRUBUTETYPE": "CONCURRENTAGENTS",
            "Global_Config_ID": 0
        },
        {
            "WD_ID": 1796,
            "Org_Id": 1,
            "SUP_FUNCTION": "Info",
            "WORKGROUP_ID": 48,
            "wg_Name": "CM workgroup",
            "Master_WG": false,
            "ACTIVE": true,
            "WG_NAME1": "CM workgroup",
            "UserID": 202,
            "EmpID": null,
            "USERNAME": "user",
            "EMAILID": "user@symphonysummit.com",
            "NT_UID": null,
            "Role": "Report",
            "AllowUpdateForAllIncidents": false,
            "AllowUpdateForAllSRs": false,
            "AllowAnalystToBulkUpdateIncidents": true,
            "AllowAnalystToBulkUpdateSRs": true,
            "LICENSE_EDITION": "SM_EXP",
            "LICENSE_ATTRUBUTETYPE": "CONCURRENTAGENTS",
            "Global_Config_ID": 0
        },
        {
            "WD_ID": 319,
            "Org_Id": 1,
            "SUP_FUNCTION": "Info",
            "WORKGROUP_ID": 48,
            "wg_Name": "CM workgroup",
            "Master_WG": false,
            "ACTIVE": true,
            "WG_NAME1": "CM workgroup",
            "UserID": 1124,
            "EmpID": null,
            "USERNAME": "user",
            "EMAILID": "user@gworklabs.com",
            "NT_UID": null,
            "Role": "Report",
            "AllowUpdateForAllIncidents": false,
            "AllowUpdateForAllSRs": false,
            "AllowAnalystToBulkUpdateIncidents": true,
            "AllowAnalystToBulkUpdateSRs": true,
            "LICENSE_EDITION": "SM_EP",
            "LICENSE_ATTRUBUTETYPE": "CONCURRENTAGENTS",
            "Global_Config_ID": 0
        }
    ],
    "OutputID": 0,
    "Input": null
}
The new API helps to fetch the analyst list based on workgroup after the resolution.


Knowledge Management

Issue ID

Issue Description

Scenario

Resolution

95128
 
N/A		'Answer' Text field is accepting HTML Tags because of which Color text is not showing and text written inside <> disappeared.Prerequisite: 

Publish a KB Article having <h1> html tag before color text and color text inside<>.

Steps: 

  1. Login to the application.

  2. Navigate to Dashboard > Knowledge Dashboard.

  3. Click on the KB Article.

‘Answer’ Text field is reflecting as desired.

Known Issues 

This section describes the known issues detected by the Summit Dev and QA team in this Release.

Issue ID

Issue Description

Scenario

Workaround

140748

While resolving the DevOps ticket Integrated with support Portal, the resolved comments were getting displayed along with HTML tags.

Steps:

  1. Required External webservice and SP's should be created in the summit application.

  2. Bug should be resolved along with resolution comments in DevOps.
N/A
101982

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

Prerequisites:

  • Create a Catalog with fields including an Attachment field.
  • Create an SR and attach an email with a symbol in the attached file name.
    For Example:

Steps:

  1. Log in to the SummitAI application as an Approver.

  2. Navigate to Request > Service Request List.

  3. Click the newly created SR ID hyperlink.

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.

100781When a ‘User Contact Number’ is used to filter records on the list page of IM/SR/PM, it does not fetch any data records.

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.

N/A
100796The ‘Time Selection’ option is not displayed to an Analyst on the SR list page, when Equals (=) operator is selected for Time 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.

N/A
100798The filter option ‘<=’ operator for Log Time Filter used by an Analyst on the SR list page, does not yield proper filter results.

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.

N/A
100808

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

modules with long Japanese names are getting out of the container, unlike the English long names.

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.

N/A
100813The Assigned To drop-down does not display the User list.

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.


N/A
140726Update the incident, through Mail to ticket, HTML content was getting displayed.
Preconditions: 
  1. Mailbox should be configured.

  2. Notification parser should be configured.

  3. "Enable Incident Update Based on E-mail Subject" checkbox should be checked at Notification parser.
  4. "Allow End User to Update Incident" checkbox should be checked at Notification parser.
  5. "Allow Analyst to Update Incident" should be selected as "User Communication"
Steps: 
  1. Create incident by sending Email to the mailbox.
  2. Update the same incident by replying to the original/same Email.

  3. Navigate to Incident>Incident list.
  4. Open the logged incident and verify the User communication.
N/A
104382 When the user was raising new Service Request (SR), value under the first group, (child dropdown) was getting erased after adding the attribute details in the multivalued group. 

Prerequisites: 

  1. Create a catalog with 2 groups: one normal and one multi-valued.  

  2. In the first group (normal) create two dropdowns having Parent-Child relation.  

  3. The child dropdown is multivalued.  

Steps: 

  1. Login to the application. 

  2. Select the configured Catalog while creating SR. 

  3. Select two dropdown values. 

  4. Fill the multi valued group and click SUBMIT to add record. 
NA

Known Issues 

Issue

An Administrator has remapped the Resigned approver approvals to a new approver in the Resigned Approver List. Before the original approver has resigned, an asset task for floor or store movement is awaiting approval. It is now assigned to the new approver as per action taken by Admin. The new approver is getting an information message "You are not an approver" on the Movement Approval page (Asset > Manage Assets > Approvals > Movement Approval) while approving an asset for floor or store movement. (#86330)

On Change Record List screen, the selected field value for the Tag filter is getting cleared when you select the field value for the Tenant filter as ALL. (#86329)

A sub-status that is not default, is deactivated even though the sub-status is assigned to an Asset.

Recommendation: To deactivate the sub-status, move the active Assets to another sub-status and then deactivate the sub-status. (#86269)

Full Name is not displayed under FIXED ASSETS upon selecting Dashboard > Asset Dashboard. This issue occurs when you have configured the Sub Status parent with 50 characters or more. (#86159)

Note

The Full Name is displayed, if you rotate the PIE Chart to 90 degrees.

The sub-status value of previously selected Tenant is retained still for the newly selected Tenant. For example, the sub-status value selected for a Tenant ‘IT Solutions’ is ‘server’. Now search for a different Tenant and select another Tenant as ‘Information Technology’. The sub-status value ‘server’ of previous Tenant is displayed incorrectly for the newly selected Tenant ‘Information Technology’. (#86273)

On the Remote Desktop Sharing screen, when you request for a Microsoft Teams meeting link (Advanced > RDP Type > Microsoft Teams) and click on Audit Log hyperlink under Session History tab, the message "Your request is processing please wait…" is displayed, but no further action is being made (#86297).

The formatting of Custom Attributes and Attribute Values using nicEditor on the User Communication tab of the Service Request Details page is missing when you click on the Print icon of the My Service Request Details page (#84048).

The text alignment of Custom Attributes and Attribute Values mentioned on the Service Request Details page is not getting displayed properly on the My Service Request Details page under the Additional Information tab (#83888).

On the notification window, the scheduled CAB meeting time is displaying incorrectly (#85493).

On accepting the meeting invite (calendar invite), the date and time are displaying incorrectly in the When field of the acceptance e-mail in the Sent Items folder (#84971).

On Microsoft Teams, the joined user details are displaying as 'U'(Undefined). But on hovering the mouse on 'U', the user details are displaying on the screen. This issue is happening only with the Admin account (#84966).

While sharing the screen, the selected screen is getting displayed multiple times and the screen gets stuck. Due to this issue, the data on the screen is not completely displayed. This issue is occurring only when the user logs in to the MS Teams desktop app as well as a browser app at the same time and tries to share the screen (#84978).

Admin is not getting any notification that users are waiting in the lobby when the Admin has opened the MS teams in two different browsers or two different devices (#84982).

On the COMMUNICATION HISTORY pop-up, the data (Custom attributes and its values) of the User Communication is not displayed in proper format and all the data is displayed in a single line without any delimiter. This issue occurred when Custom Attributes and their values were updated from the User Communication section on the SR Details page (#84018).

On the Communication tab and Change History tab of the Service Request Summary pop-up, the Custom attributes, and its values are not aligned properly. This issue occurred when Custom Attributes and their values were updated from the User Communication section on the SR Details page (#83893).

In the User Communication tab of the Service Request Detail page, formatting applied to Custom Attributes and Attribute Values using nicEditor is not retained in the End-User e-mail body when the ticket is updated.

(Bug# 84047)

In the Text Editor, when text alignment (Middle, Centre, Left) option is used, the UI alignment is not working as expected throughout the SummitAI application.

(Bug# 85770)

Following known issues are observed in the Problem Record Detail page for Web application:

  • When the RCA Approver refers back the PR, the RCA Approver Name and RCA Approve Date are not captured.
  • When the Reviewer refers back the PR, the Reviewer/Approver Name, Reviewer/Approver Date and Reviewer/Approver Status are not captured.
  • When the Reviewer rejects the PR, the Reviewer/Approver Name and Reviewer/Approver Date are not captured.

(Bug# 86000/ 85946)

On the SEARCH ASSET page (ASSET > USER > MANAGE ASSETS > ASSET INVENTORY page > Click Non-Fixed Asset icon (Consumable, Accessories, or Software) > Click Search Asset icon), an error message "Oops! An error occurred" was displayed when the length of the specified search text is more than 30 characters. This issue exists for the following scenarios:

  • When in the search text field, a relational operator i.e., <, >, <=, or >= is specified to search Assets.
  • When the user tries to search Non-Fixed Asset.

(Bug# 73532)

For the Custom Attribute (Drop-down), if any value is set as default on the Form Builder page (Admin > Basic > Infrastructure > 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 > Drag and drop the Drop-down Custom Attribute > Type in the Label for the Custom Attribute > Select Options (data source) as Manual > Type in the Drop-down Values and Make one value as default), then the default value is not automatically set for that Custom Attribute (Drop-down) across the Incident Management module

(Bug# 71703).

If the SLA is paused during the PR resolution and the Paused Time is before RCA Deadline, the paused duration is not getting added to the Resolution Deadline. This issue is occurring when the Resolution Deadline Type is selected as RCA Deadline Time in the Deadline Configuration. (Bug#74495)

Note: 

If the SLA Paused Time is between RCA Actual Time and RCA Deadline, the paused duration does not consider for the Resolution Deadline.

Example:

Consider the PR Log Time as 9:00 AM, RCA Deadline as one hour, and Resolution Deadline two hours.

The paused duration does not add if the Analyst performs the below actions:

  • If the RCA completed at 9:30 AM (RCA Actual Time), where RCA Deadline is 10:00 AM.
  • If the Analyst pauses the PR at 9:40 AM to 9:50 AM before RCA Deadline Time (10:00 AM), the paused duration 10 mins is not getting added to the Resolution Deadline.

The Expected Resolution Deadline should be:

RCA Deadline Time + Resolution Deadline + Paused Time = 10:00 AM + 2 hours + 10 mins = 12:10 PM.

When the Maker-Checker configuration is enabled for the Allocate action and Maker-Checker approval matrix is configured with two levels of approval, on sending the Allocated Assets for Checker’s approval, the following issues are observed:

  • On the FIXED ASSET page (Asset > User > Manage Asset > Asset Inventory > Click the FIXED icon under the SELECT THE ASSET TYPE section > Click FILTERS on the ACTIONS panel > Select Status as Allocated and provide data in all the other fields > click SUBMIT), duplicate Assets are displayed after the Checker approves the Assets sent for approval.
  • The Assets do not move to the second level of approval after the Assets are approved by the first level of Approver.

Prerequisites

  1. Enable Maker-checker approval for Asset Allocate transaction. (Admin> Basic > Infrastructure > Tenant > Click Filters on the ACTION panel and select the Domain and click SUMBIT > On the TENANT page under the LIST section, select the Tenant for which you want to enable Maker Checker > Click CONFIGURE DETAILS on the ACTIONS panel > Click Asset Management under the MODULES section > select the check box of Enable Maker-Checker > Select Actions for Maker-Checker to Approve as  Allocate > Select the End Time value and click SUBMIT).
  2. Configure No. of Approval level as 2 on the APPROVAL MATRIX page (Asset> Configuration > Others > Approval Matrix > On the ACTIONS panel, click ADD NEW > Specify the details > click SUBMIT).
  3. Send Assets for approval for Allocate action (Asset > User > Manage Asset > Asset Inventory > On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED > Select the same Tenant for which the Maker-checker is enabled >  Click the In-Store hyperlink of the required Asset Category > Select the check box corresponding to the Asset you want to allocate > On the ACTIONS panel, click ALLOCATE > Specify the mandatory details to allocate the Asset and click SUBMIT).

Bug Reproduction Steps:

  1. Login to the Application as Checker.
  2. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.
  3. On the Filter pop-up page, select the Tenant and specify the required details.
  4. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.
  5. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click
  6. Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS
  7. On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.
  8. Click SUBMIT.
  9. Validate the data.
(Bug# 72171)

The GetBulletinBoard Mobile API request is used to retrieve Bulletin Board information. The User ID and Tenant Code are passed as the Request Parameters. In the API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is displayed. (#73031)

Prerequisites:

Configure Bulletin Boards for multiple Tenants.

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Configure a Bulletin Board. For more information, see Configuring Bulletins.
  3. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.
  4. Check API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is getting displayed.

On the ACTION DETAILS pop-up page, the Target ID is not showing in the Target column when Status of the Orchestration Workflow Script (other than the first Script) is In-Progress, and it is having Target Host Type mapped to From Previous Output value. However, the Target ID is displayed after the Script is executed successfully. (#73079)

Note: This issue is found in Incident Management, Work Order, and Service Request Management (SR) modules. Following bug reproduction steps are for the SR module:

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Advanced > Automation > Orchestration.
  3. On the WORKFLOW LIST page, click the NEW
  4. On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.
  5. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.
  6. Log out and log into the Application as an Administrator or as an Analyst.
  7. Select Request > Manage Service Requests > Service Request List.
  8. On the SERVICE REQUEST LIST page, specify the Filters and open an SR.
  9. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.
  10. On the ORCHESTRATION tab, click the Script When the Script (other than the first Script) is in In Progress status, check the Target column details on the ACTION DETAILS pop-up page. The Target ID is not displaying in the Target column.
  11. After successful execution of the Script (other than the first Script), click the Script hyperlink. Check the Target column details on the ACTION DETAILS pop-up page. Now, the Target ID is displaying in the Target column.

On the IMPORT ASSET and ADD ASSET pages, the users can add multiple Assets with same Serial No., although, Serial No. is a unique field for Assets. This issue is found if Maker/Checker configuration is enabled. For example, a user added an Asset with Serial No. 123 and is pending for Checker’s approval. The user is able to add another Asset with same Serial No. 123. And send for Checker’s approval. The Checker is also able to approve two Assets with same Serial Number on the MAKER-CHECKER ASSET-APPROVAL page.

Bug Reproduction Steps:

  1. Select Asset > User > Manage Asset > Import > Import Asset.
  2. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT.
  3. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected.  Click Next.
  4. Click the Preview tab and select the store where you want to import the Assets from the Store list.
  5. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel.
  6. Alternatively (Steps 1-5), select Asset > User > Manage Assets > Asset Inventory.  On the ASSET INVENTORY page, click FIXED.  On the ACTIONS panel, click ADD. On the ADD ASSET page, specify the required information and click SUBMIT.
  7. Add two Assets with same Serial Number.
  8. The Application allows to import or add two Asset with same Serial Number.
  9. Select Asset > User > Manage Assets > Approvals > Maker Checker Approval . On the MAKER-CHECKER ASSET-APPROVAL page, click Filters  on the ACTIONS panel. Select the Tenant. Select the Transaction Type as Add to view the list of requests from the Maker.
  10. The Assets with duplicate Serial Number are displayed. Click APPROVE on the ACTIONS panel. On the APPROVE pop-up page, select the  Approval Status as Approved.

(Bug#67236)

The previous Asset transaction details are not displayed under the Previous Transaction drop-down list on the PREVIOUS IMPORT DETAILS page (Asset > User > Manage Assets > Import > Import Asset > Specify all the details > Click SUBMIT), even though the Assets are approved by the Checker on the MAKER-CHECKER ASSET-APPROVAL page (Asset > User > Manage Assets > Approvals > Maker Checker Approval > Click Filters  on the ACTIONS panel > Specify the filter criteria to view the list of requests from the Maker > Select the Assets that you want to approve under the LIST section > Click APPROVE on the ACTIONS panel > Select the  Approval Status as Approved.) This issue is found when the Asset Maker Checker Configurations is enabled.

(Bug#67240)

On the ADMIN DETAILS page (Admin > Advanced > Password Management > Administrator > Click ADD NEW on the ACTIONS panel > Specify all the details > Click SUBMIT > Select the Domain Name on the LIST page), the Password field is not displaying the GUID or Encrypted ID of the password and the field is empty. This issue is found when the user is logging into the SummitAI application using Microsoft Internet Explorer browser.

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.

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).

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).