Customer Fixed Issues and Known Issues Tahoe SP5 HF01

Steps:

1. Log in as Admin.
   
   
2. Click Admin > Tenant > click desired Tenant.
   Tenant details are displayed.
   
   
3. Click Configure Details.
   
   
4. Select Incident Management (or Service Request Module).

In IM and SR modules tenant configurations, the Analyst section is showing data to configure successfully.

Steps:

1. Navigate to Admin > Form Select the required Tenant and Module as Service Catalog Management. Create a new catalog. Specify the required details under Form Details, Form Builder, Preview tabs. Under Additional Info tab enable the Enable Default Analyst. Map the required Analyst under Default Analyst.
   
   
2. Publish the above configured catalog.
   
   
3. Raise the SR using the above published catalog. Observe the status of the SR.

The status of the ticket is getting updated to In progress status for the SR which is having default analyst in the catalog configuration.

Prerequisite: 

The UNDERPINNING CONTRACT AGREEMENT should be created for vendor for ALL Location. (SLA > User > Underpinning Contract)

Steps:

1. Navigate to Incident > Incident List. The Incident List page is displayed.
   
   
2. Open an incident. The Incident Details page is displayed. Navigate to Vendor Information tab and select the vendor.
   
   
3. Select any specific location from the Location.
   
   
4. Select the service name from the Service Name dropdown.

The service name of the underpinning contract is getting displayed in the drop-down list when selected any location under Vendor Information tab.

Steps: 

1. Select Problem > New Problem Record. 
   
2. On the NEW PROBLEM RECORD page, type in the mandatory details and click SUBMIT. A new Problem Record is created. 
    
3. Click SHOW LIST, open the PR created in previous step. 
    
4. Without editing any data, just click on submit button. Mail is getting triggered to Requestor, Assigned Analyst and Workgroup members. 

No mail triggers when the user clicks Submit without modifying any data in PR and whenever status of PR changes, mail triggers to respective users.

Steps:

1. Navigate to Request > User > Manage Service Requests > Service Request List.
   
   
2. Click SR ID.
   
   
3. On the Actions Panel of the Service Request Detail page click CATALOG DETAIL
   
   
4. Click Print Icon.
   
   
5. Validate the SR Number on the Print Page.
   

Steps:
 

1. Navigate to Problem > Problem Record List. 
    
2. Open a resolved Problem Record. 
    
3. After the details page load, scroll down to Re-open. 
    
4. Click the checkbox next to Re-open and type-in the Re-open reason. 
    
5. Scroll up the page, ‘Assigned Workgroup’ field is non-editable. 
    
6. Click Submit.
    

Issue 1: 

The feedback icon missing on the My SR Page for Resolved and Closed SRs.  

Issue 2: 

The end user gets an email notification to provide feedback along with a feedback link on the Closed SR status. Upon clicking on the SR ID  on the email, end user unable to provide Feedback.

Prerequisite: 

1. Create a Catalog by selecting the checkbox for Resolve Service Request and Do Not Overwrite Values on the ADDITIONAL INFO tab of the form builder. 
    
2. Configure Work Order-Catalog mapping. Configure Feedback configuration. Log an SR. 
    
3. Resolve the WORK order attached in SR, then As a Requestor navigate to My SR Page. 
    
4. Open the SR.  
    

Steps: 

1. Navigate to Request > User > My Service Request. 
    
2. Click on SR ID with Closed / Resolved status. 
    
3. Validate the Feedback option on the Actions Panel. 

Customer was unable to click the Next button during the raising of a Service Request (SR).

Prerequisites:

• Configure a Catalog with number attribute.
  
  
• Log in to the SymphonyAI Summit application.

Steps:

1. Navigate to Request > New Service Request.
   
   
2. Select the configured Catalog.
   
   
3. Copy paste text into the number field.
   
   
4. Click Next button.

In the Change Management module, a Change Record Status Change to Requested notification was triggered on clicking the Submit button without changing anything in the Change Record. 

Steps:

1. Log in to the SymphonyAI Summit application.
   
   
2. Navigate to Change > User > New Change Record.
   
   
3. Enter the required details and click Submit.
   
   
4. Navigate to Change > User > Change Record List.
   
   
5. Click the newly created CR NO hyperlink.
   
   
6. Click Submit without modifying anything.

IVR changed to be implemented for New Incident for User.   

Steps:  

1. Navigate to Admin > Infrastructure > Application Settings. 
   
   
2. Select the Incident module under the Modules dropdown.  
   
   
3. Enable the option “Enable IVR Mode on Log Incident, New Incident for User and New Service Request for User”.