Customer Fixed Issues and Known Issues Tahoe SP4 HF06

127516

Users were experiencing an SLA mismatch in the SR Module. The SR was created and resolved on the same day within the SLA however, upon re-opening the SR in the next couple of days the resolution had breached while the deadline was still available.

 Steps:

1. Log in to the Summit Application.
   
   
2. Navigate to Request > User > Manage Service Request > New Service Request for User.
   
   
3. Create an SR priority where the Resolution SLA is 20 minutes and set the priority as default.
   
   
4. Log SR.
   
   
5. Change the status to In-Progress.
   
   
6. Change the status to Pending.
   
   
7. After 30 minutes change the status back to In-Progress.
   
   
8. Immediately change the status to Resolved.
   
   
9. After 30 minutes re-open the SR as an Analyst.
   
   
10. Validate the Resolution Deadline.

The Resolution Deadline is now re-calculating as expected after re-opening the SR.

130624

When an alert email is triggered for a change record, the planned start time and end time mentioned in the email are not converted to CDT time zone.  

Prerequisites: 

1. The time zone of the logged-in user should be CDT (UTC -5) 

Steps:  

1. Navigate to Change > New Change Record. 
   
   
2. Create a new change record with the relevant information. Click Submit.  
   
   
3. Authorize and approve the created CR. 
   
   
4. Once the CR is approved, click Alert Configuration under the Actions panel. 
   
   
5. Configure the alert email. Set 1 hour before the planned start time. Click Save.  

The planned start time and end time are mentioned in the CDT time zone in the alert email for a change record.  

129475 

Analyst was facing an issue with CR Approved through email notifications, as the notifications were getting triggered to the entire workgroup though Assigned To option was selected from the drop-down list. 

Prerequisites: 

1. Configure the SMPT in validating version. 
    
2. Check if the notification for selected status updates checkbox and configures notification at tenant level. 

Steps: 

1. Log in to the application by entering valid credentials. 
    
2. Navigate to Change > New Change Record. 
   
   
3. Fill in all the mandatory fields > Click Submit. 
    
4. Authorize the created CR. 
    
5. Approve the CR by assigning the CR and checking the mail. 
    
6. Create the CR by filling in all the mandatory fields. 
    
7. Authorize the created CR and assign the CR to someone from the Implementation tab. 
    
8. Approve the CR through mail. 
    
9. Verify the triggered mails. 

CR Approved mail notification triggers only to Assigned To instead to whole Workgroup if Assigned To is selected. 

128208

The Requestor and Logged by parameters not working for Create new SR API Payload.

Steps:

1. Log an SR using API ‘SR_LogServiceRequestCatalog’.
   
   
2. Navigate to Manage Service Requests > Service Request List.
   
   
3. Select the SR logged via API and check SR details.
   
   

The Requestor and Logged by parameters are successfully getting displayed.