Customer Fixed Issues and Known Issues Tahoe SP3 HF20

Issue ID

Issue Description

Scenario

Resolution

139819

Child incidents were not closed even though parent incidents had been closed

Prerequisites: 

1.  Navigate to Admin > Business Rule. The Business Rule page will be displayed.
   
   
2. Select the desired Tenant and configure the business rule for Create, Update for the Trigger type.

Steps:

1. Navigate to Incident > Manage Incident > New Incident for user. The new incident for user page will be displayed.
   
2. Select the configured business rule for Tenant.
   
3. Select the values based on the configured condition for the business rule.
   
4. Click Submit. Incident ID will be created.
   
5. Navigate to Relationship tab.
   
6. Click ‘Link’ dropdown. Select the incident, link the closed status incident, and verify.

Closed status incident will not link to parent incident after the resolution.

138336

The feedback link in SR resolution email was broken.

Prerequisite: 

1.  While creating a catalog enable the ‘Resolve Service Request’ checkbox and enter mandatory details under the Additional Info tab.
   
   
2. Submit and Publish the Catalog.
   
3. Configure the workorder catalog mapping for the catalog.
   
4. Navigate to Admin > Notification Template > Service Request > Select the desired Tenant and click on Service Request Resolved Template.
   
5. Add the below HTML content and Submit.

<tr>

        <td style="padding: 10px; margin-top: 10px; margin-bottom: 10px; padding-top: 0; padding-bottom: 0; border-top: dashed 1px #cccccc; vertical-align: top;">

          <div><br>

            <a href="*HREF_FEEDBACK*" target="_blank">

              <strong>Click here</strong>

            </a> to provide the feedback.

           <br><br><br><br>

          </div>

        </td>

      </tr>   

6. Raise the Service Request

Steps:

1.  Navigate to Request > Service Request List.
   
   
2. Click on SR ID and go to Work Order Id on Relationship tab in Service Request Details page.
   
3. Resolve the workorder in workorder details page.
   
4. When the work order gets resolved, the service request also gets resolved.
   
5. A service request resolved mail will be triggered to caller.
   
6. Now verify the SR ID.

The feedback link in SR resolution email is working after the resolution.

141004

In the Feedback report, the values are displayed on the application but not available in the email triggered with the report details.

Prerequisites:

1. Feedback configuration must be enabled.
   
   
2. Feedback questions must be configured.
   
   

Steps:

1. Log in to the Summit application as a requester.
   
   
2. Create a few service requests as a requester.
   
   
3. Log in to the Summit application as an analyst.
   
   
4. Resolve the created service requests.
   
   
5. Log in to the Summit application again as a requester.
   
   
6. Navigate to the My Service Request list page and filter the SRs by “For Feedback”. Click Submit.
   
   
7. Provide feedback for the resolved SRs.
   
   
8. Log in to the Summit application again as an analyst.
   
   
9. Navigate to Reports > Service Request. Click open the “Feedback Report”.
   
   
10. In the action panel, click Push Report and configure the report.

The values of the Feedback push report are now displayed on the application and the email.

141512

The “Reopen Remarks” column name on the SR change history page appears as “User Communication”.

Steps:

1. Log in to the Summit application as an End User.
   
   
2. Navigate to Request > My Service Request List.
   
   
3. Open any resolved SR.
   
   
4. On the Action panel, click the Reopen icon. Enter the reopen remarks.
   
   
5. Click Submit

The “Reopen Remarks” column name appears correct in the SR change history page.

133805

The Resolution Violation value is displayed as No even for the SRs for which Resolution Violation value is displayed as Yes on SR list page. 

Prerequisites:

1. Navigate to Reports. Select the module as Service Request. The list of report is displayed.

Select the Daily Service Request report. Observe Resolution Violation field.

The Resolution Violation value is displayed as expected. 

140938

The workflow associated with the catalog with reordered approvers was not getting uploaded properly due to broken links and change in the order of approvers was also observed.

Prerequisites:

1. Create a catalog with multiple level approvals (such as Gappv1, Gappv2). On the Workflow the sequence will be as Gappv1 and Gappv2.
   
   
2. Delete the first approver as and add another approver as first approver.

The workflow associated with the catalog with reordered approvers is getting uploaded properly with correct order of Approvers.

133805

The system displayed Oops error while creating the SR and unable to raise an SR. 

Prerequisites:

1. Create a catalog (Catalog > Create Service Catalog) with following specifications under Form Builder:
   
    > Create Multi-valued Group with multiple File controls.
    > Select No of Columns as 2 under Properties.
   
   
2. Publish the catalog.
   
   
3. Create an SR using the above created catalog.

The system does not display the Oops error while creating the SR using this catalog and creates the SR as expected. 

135248

The Resolution Deadline was getting captured in SR_Master and SR_RPT_DN_ServiceTicketMaster tables even when the status of the SR was Pending. 

Prerequisite:

Configure Load Denormalization SR Tables Data job in custom scheduler.

Steps:

1. Navigate to Request > Service Request list. The Service Request list page is displayed. Click SR ID hyperlink. The Service Request details page is displayed.
   
   
2. Change the Status of the ticket as Pending.
   
   
3. Observe Resolution Deadline in SR_RPT_DN_ServiceTicketMaster and SR_Master table, once the job Load Denormalization SR Tables Data is configured.

The Resolution Deadline is not getting captured in SR_Master and SR_RPT_DN_ServiceTicketMaster tables even when the status of the SR was Pending.

138550 

Dynamic Approval table on the emails for tenant were not getting aligned correctly. 

Prerequisites: 

1. A table should be created for the Dynamic Approval on the web services. 
   
   
2. Configured the Multidrop down field under Group and mapped the created Dynamic Approval table in Form builder page. 
   
   
3. Workflow should be configured for Dynamic Approval. 

Steps: 

1.  Log in to the application as an Analyst/Authorizer/Approver. 
    
2. Navigate to Change > New Change Record. New change Record details page will be displayed.
   
   
3. Select the Tenant for the configured workflow for Dynamic Approval.
   
   
4. Select the change Types for configured Dynamic Approval at workflow. 
   
   
5. Enter all mandatory fields. 
   
   
6.  Selecting the configured condition for the Dynamic Approval workflow. 
   
   
7.   Click Submit. CR ID is created. 
   
   
8.  Verify the Approval table on the email notification template. 
   

Data displays properly in Dynamic Approval table on the email notification template after the resolution. 

138550 

Approval emails were not triggering to the configured delegates for Technician Selectable. 

Steps: 

1. Log in to the application. 
    
2. Configure the Catalog with 2 approver levels (1st approver as Select individual and 2nd as Technician Selectable). 
    
3. Publish the Catalog and raise SR for this Catalog.  Approve the Catalog as a 1st Approver.
   
   
4. Select Analyst the 2nd level approver (Technician Selectable) who has configured the delegate.
   
   
5. Check whether mail was sent to the delegate person as well. 

Approval emails triggers to the Technician Selectable and is working appropriately after the resolution. 

140314 

Auto Escalation functionality under Incident Management was not sending any emails for response SLA and for Pending status. 

 Steps: 

1. Log in to the application. 
    
2. Configure the Auto Escalation mails for SLA resolution, for response SLA and for Pending status. 
    
3. Raise an Incident as per the configuration. 
    
4. Run all the respective jobs (Auto escalation for SLA resolution, for response SLA and for Pending status jobs).
   
   
5. Check if the Escalation mails is getting triggered. 

Auto Escalation functionality triggers mail for response SLA and for Pending status and is working appropriately after the resolution. 

139842  

VPN Access Request ID check box was not populating user selections in Catalog Details. 

Steps: 

1. Create a Catalog with the following details:
   Requestor Information – Group, Existing User Account – User Search, Manager – User Search, User Full Name – Text Box, Phone Number – Numbers, User Type – Radio Button
   Access Request – Group, Access Length – Radio Button, Access Length if Temporary – Text box, Access Justification - Text Area
   
   
2. Under Radio Button controls – Select ADD OPTION as Include Other. 
   
3.  Configure two Approvers on the Workflow page > Publish the Catalog.
   
   
4. Create Service Request > Navigate to New Service Request Page.
   
   
5. Enter all mandatory fields and click Submit. Service Request gets created successfully.
   
   
6. Click the created SR ID and navigate to Service Request Details page.
   
   
7. Click Catalog Details icon and check for Catalog details which are added. 

VPN Access Request ID check box is populating user selections properly after the resolution. 

142231 

FEEDBACK REPORT was displayed but it was not getting downloaded from the Reports. 

Steps: 

1. Select Reports. The following page is displayed.
   
   
2. Select the module for the reports from the list. 
   
   
3. Based on the module selected, the relevant reports are listed in the REPORTS section of the page. To search for a specific report in the report list, type in the name of the report in the search bar and click the Search icon.  The page is populated with the data in the graphical and tabular form.  
   
   
4. Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the FEEDBACK REPORT. 
   
   
5.  Click EXPORT TO EXCEL to export the report to Microsoft Excel sheet. 

FEEDBACK REPORT is downloading appropriately from the Reports after the resolution. 

140350

Mail was not deleted from inbox after ticket creation.

Steps:

1. configure job for mail to ticket.
   
   
2. While configuring mailbox enable checkbox of (Forward Invalid E-mail to administrator) & (Forward Error E-mail to administrator).
   
   
3. Create ticket by mail.
   
   
4. Validate if mail is deleted from inbox after ticket created.

Mail is deleted from inbox after ticket creation.

139442

When a user clicked on resolved status, checklist was mapped for WO though the category was not configured for the same.

Steps:

Scenario 1:

1. Log in to the Application.
2. Navigate to Request > Configuration > Service Request Masters > Service Request Work Order Checklist page.
3. Select Tenant.
4. Click Add New on the ACTIONS panel.
5. Enter the required details and Submit.
6. Configure “Service Request WO Checklist” for SR Group and Basic categories.
7. Create a service request.
8. Navigate to Request > User >Manage Service Requests > Service Request List.
9. Select SR ID and navigate to > Relationship > Create > Work order.
10. Enter the required details (Workgroup – SR Group) and click Submit, Work order is created successfully.
11. WO will be in New state change the status to Resolved.
12. Select Checklist, validate that checklist is enabled as per the configuration.

Scenario 2:

1. Create a service request by using different category Catalog. (Ex: Ind category, which is not configured WO checklist).
2. Open service request details page.
3. Click on Relationship tab, click Create and Select Work order.
4. Enter the required details (Workgroup is same – SR Group) > click Submit.
5. Work order is created successfully.
6. WO will be in New state, change the status to Resolved.
7. Select Checklist, validate that checklist is enabled as per the configuration.

Checklist is loading according to the configuration.

135064

Cancelled Incident notification was not triggering to the caller.

Steps:

1. Log in to the application.
2. At the tenant level enable the auto cancellation of Incident when it is converted to SR.
3. Navigate to Incident > Manage Incident > Incident List.
4. Access the required Incident form on the list.
5. Convert the Incident to Service Request.
6. After cancellation of Incident check for the mail notification triggered.

Cancelled Incident notification is now triggering to the caller.

136137

Unable to Create WO through 'WO_CreateORUpdateWorkOrder' API, getting 'getting 'Missing operand after '=' operator.' error though appropriate details are specified in payload.

Pre-Conditions:

1. LoggedAnalystEmailID value in 'WO_CreateORUpdateWorkOrder' should be analyst for atleast one/all the workgroups.

2. At least one SR/IM ticket must be logged for a tenant.

3. Valid WS build URL, API/Form user must be existing. 

Steps:

1. Get the Payload which is attached here with APIKey/Form authentication.

2. Fill all the required details in Payload parameters with valid inputs.

3. In 'LoggedAnalystEmailID' parameter specify the mail id of user who is not analyst for '_Assigned_WorkGroup_Name' parameter value.

4. Execute the Request in Postman.

Request:

{

    "ServiceName": "WO_CreateORUpdateWorkOrder",

    "objCommonParameters": {

        "_ProxyDetails": {

            "AuthType": "APIKey",

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

            "ProxyID": 0,

            "ReturnType": "json",

            "OrgID": 1,

            "TokenID": ""

        },

        "oWorkorderParam": {

            "IsWebServiceRequest": true,

            "LoggedAnalystEmailID": "<user_id>@symphonysummit.com",

            "_Sup_Function": "Info",

            "_Status": "New",

            "Module": "SR",

            "ModuleTicketNumber": "3027",

            "_Classification_Name": "Classification1",

            "Priority_Name": "P1234",

            "_Assigned_WorkGroup_Name": "RBA WG",

            "Symptom": "Create Workorder for Task 233",

            "_Description": "Create Workorder for Task 1234234234",

            "CustomFields": []

        }

    }

WO is created Successfully through Payload. 

142032 

Sorting was not working for both Catalog and Caller headers on the Approve Service Request page. 

This issue occurred when the iServe upgrade was performed from TAHOE SP1 HF03 to TAHOE SP3 HF17. 

Prerequisite: 

1. Log in to the Summit Application as an Approver along with Analyst access. 

Steps: 

1. Navigate to Request > User > Approve Service Requests. 
    
2. Sort the Approve service Request List page with Catalog and Caller header. 

The Catalog and Caller headers sorting, along with all the other headers on the Approve Service Request List page works fine without any issues after the resolution. 

141903

Email notifications were not triggered for a specific catalog.

Steps:  

1. Log in to Summit application.
   
   
2. Configure a Catalog using label and check box attribute.
   
   
3. Click Publish to publish the catalog.
   
   
4. Raise a Service Request (SR) for the configured catalog.

Email notifications are being triggered for a specific catalog successfully. 

140403

One of the fields in the Service Request (SR) under the module was getting overlapped. 

Prerequisites:

1. Navigate to Form Builder page.
   
   
2. In the SR details, add two groups and add attributes under the groups.
   
   
3. The first group should be normal, and the second group should be a multivalued group.

Steps:

1. Navigate to Reports > Service Request > Select any Report.
   
   
2. Under FILTERS, Set From Date and To Date > Click SUBMIT.
   
   
3. Click the Total count. 
   
   
4. Open any SR by clicking the SR ID.
   
   
5. Scroll down to the general tab and verify if the fields are displayed correctly. 

The fields are getting displayed as desired in the Service Request module.

133943

In O365, the last email id entered in the CC field were not getting emails and not showing in the Address book.

Prerequisites:

1. Configure a mailbox (O365 Server Type), Notification Parser and respective Job in Custom Scheduler.

2. Send a mail to the above configured mailbox by adding more than 3 email addresses in CC.

Steps:

1. Run the respective Job created.

2. Verify whether the mails are getting triggered to the last specified mail id and it is displaying in the CC list (Also, in the Address book).

The last entered email address in the CC field are getting emails and also showing in the Address book.

140405

The users were facing the below issues in Change Management Module, under the Additional Information tab:

Issue 1: Users were getting a limitation error message while entering more than 2500 characters in Change Scope field and the message stated Change Out of Scope field instead of Change Scope.

Issue 2: Users were getting an error "The number of characters entered in Change Out of Scope should not be more than 2500 characters." While only 2490 characters had been entered in Change Out of Scope field.

Issue 3: Users were getting an “Oops! An error occurred. Please reload the Page.” Error while entering more than 2450 characters under Business Benefits field and clicking on Submit button.

Steps:

1. Navigate to Change > User > Change Record List. List page will be displayed.

2. Select and open any existing Change Record (CR) > CR Details page is displayed.

3. Navigate to the Additional Information tab.

4. Enter more than 2500 characters in the Change Scope field > Click Submit and verify.

5. Similarly, on the same page enter more than 2500 characters in the Business Benefits field and verify.  

In the Change Management module, under the Additional Information tab, the Change Scope, Change Out of Scope and Business Benefits field are working as desired.

140403

One of the fields in the Service Request (SR) under the module was getting overlapped. 

Prerequisites:

1. Navigate to Form Builder page.

2. In the SR details, add two groups and add attributes under the groups.

3. The first group should be normal, and the second group should be a multivalued group.

Steps:

1. Navigate to Reports > Service Request > Select any Report.

2. Under FILTERS, Set From Date and To Date > Click SUBMIT.

3. Click the Total Count.

4. Open any SR by clicking the SR ID.

5. Scroll down to the general tab and verify if the fields are displayed correctly.

The fields are getting displayed as desired in the Service Request module.

Issue ID

Issue Description

Scenario

Resolution

139453

Variance data was not getting updated into CI.

Prerequisites: 

1. Asset should be added to asset inventory by New Discovery.
   
   
2. Configuration item should be created in CMDB for that asset.
   
   
3. Hardware variance to be done to the asset.
   
   
4. AssetSync job to be configured.
   
   
5. Run Asset HW and SW Variance Summarization in the Custom Scheduler.

Steps:

1. Navigate to Admin > Users > Infrastructure > Custom Scheduler.
   
   
2. Select & run Asset – CMDB Data Sync in the Job Name.
   
   
3. Go to CMDB > User > Manage Configuration Items > Configuration Item List.
   
   
4. Open the Configuration Item ID.   

Variance data is getting updated to CI after the resolution.  

139964

The last contacted field was not updated in the Discovered Asset Details report when compared with the Agent Online Status Report.

Steps: 

1.  Navigate to Reports > Asset Management.
   
   
2. Select the ‘Discovered Asset Details Report’ from the REPORTS dropdown.
   
3. In the SCAN DETAILS section, the ‘Last Updated’ column is displayed. 

The last contacted column name has been renamed to last updated after the resolution.  

141005 

Post uploading the data in Asset Module, the date format was changed to column name (Asset Remark). 

The date format changed from DD/MM/YYYY to MM-DD-YYYYY. 

This issue occurred when the Text Box was chosen while creating the form in Form Builder, instead of Date Field. 

Steps: 

1. Navigate to Admin > Basic > Infrastructure > Form Builder. 
    
2. Select the desired Tenant and select the Module as Asset Management. 
    
3. Click ADD NEW to configure a new form. 
    
4. On the FORM BUILDER configuration page, provide all the required mandatory information in the Form Details section and click NEXT. 
    
5. In the From Builder section, drag and drop the Date and Text Box fields and check how the configuration results vary. 
    
6. Enter all the other necessary information, check the Preview, and click SUBMIT. 

The date formats remains constant without any changes as part of the resolution. 

140218 

The auto-update of Asset CI to CMDB was not working properly.  

Prerequisites: 

1. Asset - CMDB Data Sync job should be running.  
   (Navigate to Admin > Basic > Infrastructure > Custom Scheduler. 
   Custom Scheduler > Filters > Job Options – Asset – CMDB Data Sync) 
    
2. CMDB Mapping should be configured for General Tab and Additional Information Tab. 
    

NOTE: Auto Update of CI can be done in two ways, Update Asset Method and via New Discovery. 

Steps:  

To auto-update CI through New Discovery, perform the following steps:  

1. Navigate to Asset > User > Manage Assets > Variance > New Discovery. 
    
2. On the New Discovery page, select the asset and import. 
    
3. Navigate to CMDB > User > Manage Configuration Items > Configuration Item List. 
    
4. Select the desired Tenant and Status as In Development in the Filters option. 
    
5. Click the desired CI ID hyperlink to open the details page. 
    In the General and Additional Information tabs, check and verify the mapped field values. 

The auto-update of Asset CI to CMDB works successfully and displays all the mapped field values without any issues after the resolution. 

Issue ID

Issue Description

Scenario

Resolution

135213

AD/Email password expiration auto email notification was not working.

Prerequisites:

1. Navigate to Admin > Password Management > Password Expiry Configuration.
   
   
2. The Password Expiry Configuration list page is displayed. Click any OU Path The Password Expiry Configuration details page is displayed for the selected OU.
   
   
3. Specify the OU path and other required mandatory information.

AD/Email password expiration auto email notification is working.

138108

The list of users under the Multi-factor Authentication User List was taking 50-60 seconds to open.

Steps:

1. Navigate to Admin > Infrastructure > Domain.
   
   
2. Select the required Domain Name from the list.
   
   
3. Navigate to Multi-Factor Authentication Configuration section.
   
   
4. Click on the check box next to Enable Multi-Factor Authentication.
   
   
5. Under OTP Recipients section, select User List.
   
   
6. In the User List field, type and add the users.
   
   
7. Click Submit.
   
   
8. Select the same Domain Name for which you added the users.
   
   
9. Navigate to Multi-Factor Authentication Configuration section to view the list of users.
   
   

The list of users under the Multi-factor Authentication User List is opening promptly without any slowness.

Issue ID

Issue Description

Scenario

Resolution

140183

An error pop up was seen while trying to upload services using the template.

Steps:

1.  Navigate to CMDB > Manage Configuration Items > Import > Import Service.
   
   
2. Select the Tenant > Download service import template. Update the template through Excel.
   
3. Upload the Excel in the import services page and click Submit.
   
   
4. Click the ‘Select’ icon in the general section.
   
5. Click the ‘Next’ button in the mapping section.

The ‘oops an error occurred’ pop-up is not displayed after the resolution.

Issue ID

Issue Description

Scenario

Workaround

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

N/A

100922

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

Scenario – I

1.       Navigate to Incident > SLA Configurations > Urgency.

2.       Select a Tenant.

3.       Click Add New from left panel.

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

Scenario – II

1.       Navigate to Problem Management > SLA Violation Reason.

2.       Select a Tenant.

3.       Click Add New from left panel.

4.       Select the Violation Type from the list.

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

N/A

105119

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

Prerequisites:

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

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

N/A

100352

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

Prerequisites:

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

2.       Create the CR.

Steps:

1.       Log in as approver.

2.       Navigate to Change > Change record list.

3.       Click on the Filters icon.

4.       Select the 'Tenant' field as ALL.

5.       Select the previously created 'status'.

6.       Click Apply.

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

N/A

100760

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

Steps:

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

2.    Select the 'Tenant' field as ALL.

3.    Select the field as Category.

4.    Click Apply.

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

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

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

Steps: Incident Management (IM)

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

The Incident List page is displayed with list of incidents.

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

3.    Click Apply.

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

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

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

4.    Click Calendar icon.

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

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

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

4.    Click Calendar icon.

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

6.    Click Apply.

7.    Check if you are getting the filter results.

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

Steps:

1.    Log in to the Application as an Analyst.

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

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

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

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

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

Prerequisite:

The key

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

Steps:

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