Customer Fixed Issues and Known Issues Tahoe SP3 HF17

Owned by Enterprise IT
May 08, 2024

 | 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


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 releases in Tahoe SP3 HF17:

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF17 version.

Service Management

Issue ID

Issue Description

Scenario

Resolution

134431

An error message was displayed on clicking the Incident ID.

Prerequisite:

  •  Disable ‘Allow Analyst to Edit symptom’ at Tenant level.

Steps: 

  1. Create an Incident by mail (subject as symptom).

  2. Navigate to Incident > User > Manage Incident > Incident List.

  3. Open Incident created by mail.

No error message is displayed, and the Incident gets opened while clicking the Incident ID after the resolution.

135584 

The incident ID hyperlink was redirecting to the wrong URL.

Steps: 

  1.  Navigate to Incident > User > New Incident.

  2. Create Incident with all the required fields and submit.

  3. Select the new created incident, update priority, and submit.

  4. In Admin > Customer, check for custom scheduler job running for send mails.

  5. After updating, check DB for changed priority created.

  6. Copy and paste mail body in notepad and save in HTML view.

  7. Select Incident ID hyperlink.

  8. Check the link in the address bar, it is displaying twice.

After the resolution, the Incident ID hyperlink redirects to the correct URL.

132701

The report Incident SLA by Analyst Report does not display the graphs for incident management. 

Steps:  

  1. Navigate to Reports > Incident Management.  

  2. Select the Incident SLA by Analyst Report.  

The graphs are displayed with the correct data on the Incident SLA by Analyst Report.  

135141

The converted incident number was not displaying in the email notification for Service request converted to incident.

Prerequisites:

 Enable the Auto-cancel Service Request at Tenant Configuration.

 Steps:

  1. Log in to the Summit application.

  2. Navigate to Request > Service Request List.

  3. Click the existing Service Request ID.

  4. From Action panel, click Convert to Incident and click Submit.

The converted incident number displays in the email notification for Service request converted to incident.

135116

When custom classifications were created under the predefined classification, the custom tab could not be generated on the new configuration page.

Prerequisites:

  • Create custom root classification.
  • Create custom child classification under recently configured root classification.

 Steps:

  1. Log in to the Summit application.

  2. Navigate to CMDB > New.

  3. Click Classification Search icon and select custom child classification.

The custom tab is generated on the new configuration page with any issue.

136252

In Summit Mobile App, the user was not able to log an incident from the Asset page.

Steps:

  1. From the Summit Mobile App dashboard, click the Navigation Drawer or Accepted Assets detailed widget.

  2. Click (ticket icon) from the Dashboard Accepted Assets Widget and List - Tile Widget. 

Incident could be logged without any issue.

132483

Mails were not getting converted into Service Requests.

Steps:

  1. Configure a mail box and Notification Parser for Service Request.

  2. Uncheck “Display end user” checkbox.

  3. Create a Service Request using mail.

  4. Navigate to the Service Request list page and check for the Service Request.

Mails are successfully getting converted into Service Requests.

134361

Recurring CAB meetings were not getting scheduled at the correct time as per the selected scheduled time.

Steps:

  1. Navigate to Change > User > CAB Meeting.

  2. Click Add new.

  3. Enter Subject in the text field.

  4. Select from and to date and time.

  5. Click on the checkbox Enable Recurrence.

  6. Select the day of the meeting and give the same date and time as in step 4.

  7. Select End Date.

  8. Click Submit.

Recurring CAB meetings are getting scheduled at the correct time as per the selected scheduled time.

131785

User Role template was not getting mapped with user automatically in the Summit application.  

Prerequisite: 

  • Azure AD should be configured in Summit application. 

Steps: 

  1.  Create the users in AD. 

  2. Run the AD import Job. 
  3.  Check the created user mapped with correct Role Templates in the summit application. 

User maps with the Role template successfully in the Summit application. 

132547

The analyst was getting oops error on the WORK ORDER CHANGE HISTORY page.

Steps:

  1. Select Dashboard > ANALYST DASHBOARD > WORK ORDER.

  2. On the WORK ORDER LIST page, you can view all the Work Orders that belong to your Workgroup. You can search for the Work Orders using the Filters icon on the ACTIONS panel.

  3. Click CHANGE HISTORY to view all the changes that occurred on the Work Order. The effort details for the work Order are displayed under Work Order Effort section. The Mail History details related to the respective Work Order are displayed under the Mail History section.


WORK ORDER CHANGE HISTORY displays the change details of the Work Order in chronological order and is working appropriately in related attributes.

136379

CI owner was not able to edit the CI, as General tab was not getting displayed.

Steps:

  1. Select Admin > Basic > Infrastructure > Tenant > CMDB.

  2. On the TENANT page, select the Allow CI Owner to Edit CIs check box (Admin > Basic > Infrastructure > Tenant.

  3. Select the Domain from the Filters pop-up page > Click SUBMIT to navigate to List page > Select the Tenant.
  4. Click CONFIGURE DETAILS on ACTIONS panel > Select the Allow CI Owner to Edit CIs checkbox > Select the required check box (Own CIs or All CIs) > Select the Editable Tabs from the drop-down.
  5. Click SUBMIT.

CI owners edit the CI in the General tab section.

135109

The configured SLA service window 24*5 was calculated incorrectly, three to four minutes of the Resolution SLA time was not included.

Pre-Condition:

  1. Configure a priority for 5-day resolution.
  2. SLA Service Window Need to configure (total time per week = 120 hour ) = 7200 Min

Steps:

  1. Log in to the application.
  2. Navigate to Request > User > Manage Service Requests > Service Request List.
  3. Validate Resolution SLA Deadline.

Resolution SLA Deadline is calculating as expected.

131026

If a project name is created with the symbol “&” it displays the default approver configured in the workflow instead of the configured approver in the custom table.

Prerequisites:

  1. Create a custom table with three columns named UID, Approver name, and project name.

  2. Insert the records using the user ID and add the “&” symbol in the project name column. For example, the project name is "ABC&EFG".

  3. Create a Service Catalog and drag-drop the auto-fill control.

  4. In the tables section, select Custom Table from the dropdown.

  5. Select the configured table name.

  6. Under the properties section, select the project name in the column name field. Click Save.

  7. Configure single-level workflow.

  8. Select Custom Table Approver in the approver field.

  9. Select autofill control in the field name.

  10. Select the user ID column in the approver drop-down.

  11. Select the default approver as Select Individual and select the user.

  12. Save and publish the catalog.

Steps:

  1. Navigate to Request > New service request.

  2. Select the configured catalog.

  3. Select the project name that contains the “&” symbol.

  4. Click Next to the approver page.

The configured approver in the custom table is displayed even though the project name consists of “&” symbol.

135652 

The SR email notifications was displaying incorrect Requested Time and Time Zone. 

Steps: 

  1. Log in to the application. 

  2. Navigate to Request > New service request for user. 

  3. Select Tenant. 

  4. Select the Requestor with BST Time zone. 

  5. Select Catalog. 

  6. Enter the appropriate values in the required fields. 

  7. Click Submit. 

  8. Validate the Notification mail body. 

The SR email notifications is displaying the correct time zone during “Log SR for User”, Logged-In personas Time zone is picked when sending email.

135177

The Change History details were not getting captured as per standards w.r.t the date, time and updated instances, when approval actions were done.

Prerequisites:

  1. Navigate to Request > My Service Request > Service Request List. The Service Request list page is displayed. Click the SR ID hyperlink. The Service Request details page is displayed.

  2. Click Change History under Actions. Observe the updated actions sorting.

The Change History details are getting captured as per standards w.r.t the date, time and updated instances, when approval actions are done.

135893

In 2nd level Approver if conditions are met, it moved to next Approver.

In the triggered e-mail the status was displayed as New instead of Pending for Approval. 

Steps:

  1. Create a catalog with Approver group and 3 levels of approver with conditions.
    1stlevel – Select individual.
    2nd level workgroup Approver
    3rd level Group Approver

  2. Create a New Service request.

  3. Login as 1stlevel approver and approve the ticket.

  4. Login as 2ndlevel Approver, specify the mandatory details as per condition and approve the ticket.

  5. Observe the triggered e-mails.

In 2nd level Approver if conditions are met, it moved to next Approver.

In the triggered e-mail the status is displayed as Pending for Approval as expected.

122334

The purchased license count was exceeding the maximum limit of purchased license.

Prerequisites:

1.    Navigate to Admin > License > License Usage. The License Usage page is displayed.

2.    Select the Type as Features for the required module. 

3.    The License Usage Trend report is displayed. 

The purchased license count is not exceeding maximum limit of purchased license.

138207

Post Workorder completion, the Service Request was getting auto resolved with incorrect fields attribute values under Classification and Assignments section on the GENERAL information tab.  

NA

CreateORUpdateWorkOrder API has been updated to fix the incorrect attribute values under Classification and Assignments section on the GENERAL information tab. 

 

133431

In Change Management, under Change History, the Changed By column is showing blank instead of displaying SYSTEM when a request is closed by a Job.

Prerequisite:

1.       At the tenant level, Auto close Change Request (CR) should be enabled & relevant Approve/Reject duration should be updated.

2.       Auto close CR job should be running.

3.       CR should be in Implemented status.

 

Steps:

 

1.       Post Auto close CR Job completion, navigate to Change > Change Record List > click the ID of the Change Record.

2.       In the actions panel, click CHANGE HISTORY.

3.       Verify the Changed By column is displaying SYSTEM.

 

The Changed BY column shows as SYSTEM when a Change Request is closed by a Job.

137662

While bulk updating Service Requests (SR), the below keywords typed in the mail subject were not captured in the email notifications:

*CLOSURE_CODE* and *SERVICEREQUESTDESC*

 

Prerequisite:

1.       Create/Update an EMAIL TEMPLATE /NOTIFICATION TEMPLATE with Subject (*SERVICETICKETID* – [SR] [ *CLOSURE_CODE*] [ *SERVICECATALOG*] [ *SERVICEREQUESTDESC*]) which is configured for resolved SR status.

Steps:

 

1.       Navigate to Request > Manage Service Requests > New Service Request for User > Create a SR.

2.       Navigate to Request > Manage Service Requests > Service Request List > Select the SR ID of the created SR.

3.       Click the Bulk Update icon in the Actions panel > In the popup select Status as Resolved > Provide remarks and update the mandatory details > Click SUBMIT.

4.       Verify whether the respective keywords are reflecting on the subject on the email.  

 

While bulk updating Service Requests (SR), all keywords typed in the mail subject are getting captured in the email notifications as desired. 

 

Asset Management

Issue ID

Issue Description

Scenario

Resolution

134920

In the Asset Management module, in the profile mapping, a duplicate location error occurs while adding multiple stores for locations.  

Prerequisites:  

  1. A location should have a minimum of 4 stores added. 

  2. A baseline profile should be created for the software.  

Steps:  

  1.  Navigate to Asset > Software > Profile Mapping. 
     
  2. On the Profile Mapping page, select the tenant. 

  3. Select the Profile. Select Location from the Type drop-down.  

  4. Add at least a minimum of 4 stores in any location.   

Multiple locations and stores can be added to the profile mapping without any errors.  

136693

In the Asset Management module, the bulk upload locations and stores do not upload the data.  

Steps:  

  1.  Navigate to Asset > Manage Assets > Import > Custom Action. 

  2. On the Custom Action page, under General tab, select the tenant and asset type as fixed assets.  

  3. Under the Action type dropdown, select Bulk Update.  

  4. Click Download Template from the Actions panel.   

  5. In the download Excel sheet Asset_CustomAction_Template, update the data in the bulk update worksheet.  

  6. Upload the Excel sheet under Source on the general tab. Click Submit.  

  7. Click the upload icon in front of the Bulk Update option. 

  8. On the Mapping Tab, map the assets from the source to the destination.  

  9. On the Preview Tab, click Upload Assets under the Actions panel. 

In the Asset Management module, the bulk upload of locations and stores works as expected.   

135364

The dropdown list of values was not case sensitive while importing them to the form builder through an excel sheet.

Steps:

  1. Navigate to Asset > Manage Assets > Import > Import Asset.

  2. From Actions panel on the right side, click Import Value.

  3. Select a Category in the General tab. Upload the Source file.

  4. Click Submit.

  5. The uploaded Excel sheet will be displayed. Click the finger icon on the right side of the Excel sheet.

  6. In the Mapping tab, map the attribute of the Excel sheet with the category in the Mapping tab.

  7. Click Next.

  8. In the Preview tab, the discard option is by default is disabled.

The dropdown list of values while importing them to the form builder through an excel sheet do not fetch duplicate values.

135942

Attribute Names which were having a dropdown menu for the Attribute Value field was displaying the Attribute Values twice.

Prerequisite:

  • Add Assets to the Inventory.

Steps:

  1. Navigate to Asset > Manage Assets.

  2. Click Software.

  3. Click Filters.
  4. Select Attribute Name as an option which displays a dropdown menu in the Attribute Value.

Singular Attribute Values are displaying for the Attribute Names which have a dropdown menu in the Attribute Value field.

136797 

User could not select the required date and time while scheduling an asset reconciliation. 

 

The reconciliation emails were not triggered when the Request Type was selected as Floor on the Asset Reconciliation Configuration page. 

 

 


Steps: 

  1. Navigate to Asset > Configuration > Others > Asset Reconciliation Configuration. 
     
  2. Click Add New from the ACTIONS panel to create a new configuration. 
     
  3. Provide the necessary information in the DETAILS tab on the Asset Reconciliation Configuration page. 
     
  4. Select all the mandatory field values in Scheduler tab on Asset Reconciliation Configuration page. 
     
  5. After the selection of mandatory field values, click NEXT. 
     
  6. Under the Frequency segment, select the Scheduler Type and Next Reconciliation Date. 
     
  7. Add all the other mandatory details in the SCHEDULER tab and click SUBMIT. 

User can select the date and time while scheduling the asset for reconciliation, and the reconciliation emails are triggered without any issues after the resolution. 

134123

User created a Last Boot up time text field in the Form Builder and mapped it with the Last Boot up time. The format was different when the value was updated to the Asset Registry from the Hardware Discovery. 

 

The same issue persists in the Hardware Variance pop-up.  

 

 


Steps:  

  1. Navigate to Asset > User > Manage Assets > Variance > Hardware Variance. 
     
  2. In the FILTERS pop-up, select the desired Tenant and Category.  
    Click SUBMIT. 
    Hardware Variance LIST page is displayed. 
     
  3. Check and validate the Last Boot up time by clicking on any serial no link. 

To check the Asset Details pop-up, perform the following steps: 

  1. Navigate to Asset > User > Manage Assets > Asset Inventory. 
     
  2. Select FIXED ASSET on the Asset Inventory page.  
     
  3. Select the desired Tenant from the drop-down, which is a mandatory field. 
    Fixed Asset LIST page is displayed based on the selected criteria. 
     
  4. Click the Allocated count hyperlink for the desired asset category. 
     
  5. On the Fixed Asset LIST page, click the desired Asset ID hyperlink. 
    Asset Details pop-up is displayed. 
     
  6. Navigate to Asset Information > Hardware Discovery. 
    Check the Last Boot up Time field.

Last Boot up Time field is displayed properly without any issues after the resolution. 

Platform

Issue ID

Issue Description

Scenario

Resolution






Service Automation

Issue IDIssue DescriptionScenarioResolution


 

 




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

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

 



Download Release Notes | 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

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

On this page: Customer Fixed Issues | Known Issues 

Hotfix Merges

The following Hotfix versions are merged with this release. Please refer to the respective Release Notes for details.

  • <Release Name> (Patch Release)

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Tahoe.

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).