Customer Fixed Issues and Known Issues Tahoe SP3 HF19
- Enterprise IT
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On this page: Customer Fixed Issues | Known Issues
Merged Releases
Following are the merged releases in Tahoe SP3 HF19:
Customer Fixed Issues
This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF19 version.
Service Management
Issue ID | Issue Description | Scenario | Resolution |
138809 | The CR closer e-mail notification was not triggering to the required persona when CR is auto closed by the Analyst. | Prerequisites:
Steps:
| The CR closer e-mail notification is triggering to the required persona when CR is auto closed by the Analyst. |
133921 | CR was not moving to the next approval once all the approvals were done. | Prerequisite:
Steps:
| CR is moving to the next approval once all the approvals were done after the resolution. |
137507 | The Solution field was not marked as mandatory with the status change to Resolved or Closed. | Prerequisites:
| The Solution field is marked as mandatory with the status change to Resolved or Closed. |
139566 | The list of multiple languages available using weglot were not getting displayed. | Prerequisites:
Steps:
| The list of multiple languages available using weglot are getting displayed. |
139430 | The Submitter field in RCA Tab of Problem Record was not displaying properly after submitting the RCA. | Steps:
| The Submitter field in RCA Tab of Problem Record displays properly after submitting the RCA. |
137850 | End users named as Analysts were not able to reopen an Incident by sending an email. | Steps:
| Resolved Incident reopens properly after job completion. |
139480 | Analyst who is not having Workgroup access were able to assign the Service Request through Assign to me icon on the Service Request list page. | Steps:
| Analyst who is not having Workgroup access are not able to assign the Service Request through Assign to me icon on the Service Request list page. |
134955 | Additional Configuration Items (CI) in Report RFC CI Info Report were getting populated despite the front end was only showing a few CIs. | Prerequisite: Load denormalization Change Management tables job should be running. Steps:
| The Report RFC CI Info Report is successfully populating the correct number of CIs. |
141251 | Analyst was facing slowness issue when trying to Search for CONFIGURATION ITEMS in CM module. | Steps:
| Analyst is not facing issues with while trying to Search for CONFIGURATION ITEMS in CM module after the resolution. |
136283 | The auto closure on the HR tenant is configured to run on 2 Business days but it was following calendar days. | Steps:
| The auto closure on the HR tenant runs on two business days after the resolution. |
136701 | In the Incident List, when filtering reopened tickets, the system was also displaying tickets that were reopened and subsequently canceled by converting from Incident to SR. | Steps:
| The filter in the incident list processes records based on the configured criteria. |
137722 | In the Service Catalog, while making use of Server side AJAX call in the request, both URL and API key when placed with place holders would give error instead of response. The error was 'Invalid URI determined'. | Steps:
| The response is successfully getting generated in the AJAX call with the place holders being placed in the request. |
138995 | Users were experiencing issues while using EXPORT ALL on the right panel of Service Request List Page. | Steps:
| The data on the exported excel sheet is displaying as expected upon using EXPORT ALL. |
141094 | Notification configured in SR Catalog workflow is not triggering when SR is raised from mail. | Prerequisites:
Steps:
| The notification mails configured in the SR Catalog workflow is triggering when SR is raised through mail after the resolution. |
132243 | Oops Error occurred page appeared while clicking on the cancel button on the work order page. | Prerequisites
Steps:
| The oops error page does not appear on clicking the cancel button on the work order page after the resolution. |
133845 | While logging an iticket from the API and while passing a TemplateID, instead of picking up the priority from the template, it was taking up the payload’s priority. | Steps:
| The priority of the ticket is as per the priority set in the template. The first priority is given to User Matrix. The second priority is given to SLA Matrix. |
140718 | An oops error message was displayed when the user configured the CMDB Discovery Mapping.
This issue occurred when the user mapped the custom attributes (Classification had multiple fields). | Steps:
| The attributes mapping on the CMDB Discovery Mapping works fine without errors after the resolution. |
138277 | In the change management module, if the description of the CR is long, the action panel and the scroll options are not visible. | Steps:
| The action panel and the scroll option are visible even though the CR has a long description. |
137918 | When an end user updates a Referred Back SR, the SR status displays as New instead of Pending Approval. | Prerequisites:
Steps:
| The referred back SR displays the status as Pending approval instead of New. |
139467 | When an SR is in pending status, an API is needed to update the status to Assigned. The assigned engineer should be blank. | Steps: The API for update service request is mentioned. | The API can be used to update the SR status to assigned. The assigned engineer field is blank. |
138772 | When an SR is created by an end user, the catalog details are available. However, when an analyst opens the same SR, the catalog details shows “Null”. | Prerequisites:
Steps: Scenario 1
Scenario 2
| The catalog details are available for the end user and the analyst. |
134550 | Attachment file in PNG format was not getting uploaded while logging a Service Request. | Steps:
| Attachment file in PNG format is successfully getting uploaded while logging a Service Request. |
138682 | On creating a New/Modify User Access Request Form, the multivalued dropdown control type attributes were not getting hidden as per the validation control configurations. | Prerequisites: Create a Catalog form with Attributes and configure below controls: 1. Create a Service Catalog. 2. The Default Group should be configured to have No. of Columns=2. 3. Request Type, Validity as dropdown. Company Access control, Contract Book Control type, Access Rights Control as Multivalue dropdown. 4. Start Date and End Date as Date controls. 5. Other Remarks is text area. Steps: 1. Login to the Summit application as an End-user. 2. Navigate to Request > User > New Service Request. 3. Select the Tenant > Request Type > Verify if the multivalued dropdown control type attributes are getting hidden as per the validation control configuration. | On creating a New/Modify User Access Request Form, the multivalued dropdown control type attributes are getting hidden as per the validation control configuration. |
137445 | In Incident Management module, Cancelled Tickets were appearing in SLA reports and Analyst Dashboard. | Steps: 1. Navigate to Incident > User > New Incident. 2. Enter the mandatory details and click SUBMIT. 3. Wait for the response SLA of incident to get violated. 4. Cancel the Incident. 5. Verify if the Incident appears on the analyst dashboard for SLA violation. | The cancelled tickets are no longer visible in SLA reports and Analyst Dashboard. |
135647 | The Incident Feedback Report was displaying inconsistency between Feedback Trend for Last 6 Months and Average Feedback Rating graph. | Steps: 1. Login to the Summit Application. 2. Navigate to Reports > Incident Management > Select Incident Feedback Report. 3. Filter by the required Tenant. 4. Check the Feedback Trend for Last 6 Months and Average Feedback Rating from feedback. | The Incident Feedback Report is displaying the correct Feedback Trend for Last 6 Months and Average Feedback Rating graph. |
Asset Management
Issue ID | Issue Description | Scenario | Resolution |
138813 | User noticed a count mismatch on Accessories Details page under the Asset Management module. | Steps:
| The Accessories Details page displays the proper asset counts without any issues after the resolution. |
138223 | User faced an issue in Discovered Asset Details Report under Asset Management module. The data displayed upon selecting the Tenant value in the FILTERS option was improper. | Steps:
| Discovered Asset Details Report displays the correct data for the selected Tenant, without any issues after the resolution. |
140020 | Allocated Consumable asset count was not displayed properly when the user clicked Allocated asset count hyperlink. | Steps:
To check the latest updated asset details, perform the following steps:
| Allocated Consumable asset counts are displayed properly on the DETAILS page without any issues after the resolution. |
138703 | The auto-update of Asset CI to CMDB was not working properly. | Prerequisites:
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:
| The auto-update of Asset CI to CMDB works successfully and displays all the mapped field values without any issues after the resolution. |
| 133918 | Users were experiencing performance issues as mapped profiles was not getting updated in the database. | Steps:
| There is no performance issues. |
Platform
Issue ID | Issue Description | Scenario | Resolution |
136227 | Themes applied affect only the Incident Management module (Change History and Communication History) and do not have an impact on the Service Request module (Change History). |
| The applied themes are functioning as intended for other modules. |
140942 | When a blank value is passed in the AssignedEngineer parameter of the SR_UpdateServiceRequest API, the incident continues to display the previously assigned analyst. | Steps:
| The SR_UpdateServiceRequest API is working without any issue. |
Service Automation
Issue ID | Issue Description | Scenario | Resolution |
139109 | In the Service Automation, script execution was encountering an error indicating that as the Configuration Item (CI) was not mapped to the CI User Account or Monitoring Account. | Prerequisites:
Steps:
| Scripts gets executed in Service Automation using the CI User Account or Monitoring Account mapped in the CI. |
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:
Steps:
| 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. |
| 100781 | When 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 3. Click Apply. 4. Verify the results, after applying the User Contact Number filter. | N/A |
| 100796 | The ‘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 |
| 100798 | The 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 > 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 |
| 100813 | The 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. | N/A |
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. |
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:
(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:
(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:
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:
Prerequisites
Bug Reproduction Steps:
|
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:
|
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:
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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:
(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:
|
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). |
Confluence Cloud Migration Alert: Please refer to known issues you may encounter in Confluence Cloud: https://eitdocs.atlassian.net/wiki/x/wDGwAQ