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

n this page: Hotfix Merges | Customer Fixed Issues | Known Issues

Merged Releases

Following are the merged releases in Denali SP3 HF27:

Denali SP3 HF20

Customer Fixed Issues

This section provides details about the fixed customer issues in following modules.

Service Management
Asset Management
Platform

Service Management

Issue ID	Issue Description	Scenario	Resolution
129257	Incident SLA by Workgroup Report was not working & users were experiencing an error message stating "oops an error occurred" on the UI when the date range was more than 6 months or Total Records was more than 20000/25000 records.	Steps: Navigate to Reports > Incident Management. Select REPORTS dropdown field. Choose Incident SLA by Workgroup Report. Click Filters. Enter the date range. Click Submit.	Incident SLA by Workgroup Report is working as expected for the given date range.
127725	In the Change management module, multiple rules applied to the validation controls are not functioning. On the new change record page, the configured rules are not applied.	Prerequisites: Navigate to Admin > Infrastructure >Form Builder. Select the Change Management module. Select the Tenant. Click Add New under the Actions panel. On the Form Details tab, select the display value from Display At dropdown. Click Next. Drag and drop the Group control from simple controls on the Form Builder. Configure the control. Drag and drop the Dropdown control. Configure the control and enable the Required checkbox. Drag and drop the Text Area control. Configure the control and uncheck the Required checkbox. Click Next. The Preview page is displayed. Click Validate Control under the Actions panel on the Preview page. The Validate control page is displayed. Click Add. Configure the Rules for AND and OR. Steps: Log in to Summit Application. Navigate to Change > New Change Record. Select the Tenant. Select the configured rule on the new change record.	The rules applied to the validation controls are applicable on the new change record page. The functionality is working as expected.
127635	Users were unable to select Task Status in CHECKLIST for the Incident module.	Prerequisite: Configure eight Checklists for the ‘Resolved’ status, Select Workgroup as ‘ALL’, and choose Category from the search field. Screenshot Configure four Checklists for the ‘Resolved’ status and select CMDB Workgroup. choose Category from the search field. Uncheck the Active checkboxes here. Screenshot Steps: Navigate to Incident > User > Manage Incidents > Incident List > Incident ID. Note: Select a Workgroup that does not belong to CMDB. Change the status to Resolved. Click Submit. Click CHECKLIST. Validate the Task Status. Note: If the workgroup is other than the CMDB workgroup, then eight checklists are displayed with appropriate data in the Task Status dropdown list.	Users can select Task Status in CHECKLIST for the Incident module.
128431	The user list designation field was not accepting symbol “&” and “&” values.	Steps: Navigate to Admin > Basic > Users > User List. From the list page select the User ID. Under the GENERAL tab, go to Designation.	The user list designation field is accepting symbol “&” and “&” values after the resolution.
130162	The Mail to ticket Incident email had multiple CC recipients; however, the Incident Updated email had triggered only for the last person in the CC recipient chain.	Steps: Configure a O365 mailbox and Notification Parser. Send an email to mailbox with multiple recipients in CC who are not registered in User Master. Once the email is processed, an IM ticket is created. Reply to the same mail with the same recipients in CC. This email will be processed, and Incident will be updated. Verify whether all recipients received the "@TicketNo -Incident Updated" mail triggered.	Mail to ticket Incident notification emails are working as desired.

Asset Management

Issue ID

Issue Description

Scenario

Resolution

118087

User faced an issue while exporting Assets by Store report to access the store-wise asset summary for PAN location.

Steps:

Navigate to Reports > Asset Management.
Select Assets by Store Report from the REPORTS drop-down.
In the FILTERS pop-up, select the desired Tenant which is a mandatory field.
Click SUBMIT.
Scroll down to find LIST- ALL section. Select the desired Total count hyperlink.
STORE WISE ASSET SUMMARY pop-up is displayed.
Perform the export action for records per page by selecting Export to Excel / Export All.

Assets by Store report can be exported successfully without any issues after the resolution.

Platform

Issue ID

Issue Description

Scenario

Resolution

118960

The e-mail ID format was not getting displayed for the email IDs under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

Steps:

Navigate to Admin > Users > User List. The User List page is displayed.
Click User ID hyperlink. The User ID details page is displayed.
Observe the email IDs under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

The e-mail ID format is accepted for the e-mails under Alternative E-mail IDs section and Manager E-mail ID in the left panel.

131924

In the API response of service "IM_GetIncidentDetailsAndChangeHistory" it was observed that tags were received too.

When the content from the User Communication tab was saved from UI or from APIs, the HTML tags were displayed along with content.

A fix is applied, and the HTML tags won’t appear now.

Known Issues

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

Issue ID

Issue Description

Scenario

Workaround <if applicable>

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:

Log in to the SummitAI application as an Approver.
Navigate to Request > Service Request List.
Click the newly created SR ID hyperlink.

N/A

99798

Software Deployment functionality was not working for FTP protocol with the latest 2.5.6.15 SAM Agent Version.

Prerequisites:

Log in to SUMMIT Application with Admin module access. Have few tenant values configured with access to Asset Management module.
Software package should be configured/created with package source as 'FTP' with valid credentials.
SAM Agent should be configured.
End User machine should be in successful contact.

Steps:

Log in to SUMMIT Application.
Initiate the software deployment of any software (For example, Safari browser) using Agent/Remote.

N/A

88818

The value selected for the Priority is getting cleared after CAB Approval.

Prerequisite:

Configure a PIR Reviewer.

Bug Reproduction Steps:

Click Change > User > New Change Record.

Create a CR by selecting the Change Type as Emergency and e-CAB Approval Required as After Implementation.

Authorize the CR.

Implement the CR.

Approve the CR.

This issue occurs only when the CAB approver approves the CR.

NA

Fixed 502 Bad Gateway issue in Azure utilities related to SQL Sessions.

Issue
While trying to uninstall the TLS 1.2 agent from the control panel, a pop-up message “Network connect failed. Please contact Administrator “is displayed and TLS 1.2 agent was not getting uninstalled. Work around: Using the Uninstall_SAM_SSI.exe, you can uninstall TLS 1.2 agent. (#87625)
Under the Asset Movement Details section of the Asset Transaction Details Report, the assets which are in In-Transit status and waiting for movement approval (such as Return From Repair movement approval, Send To Repair movement approval, and Assets waiting for Deactivation approval) are not getting displayed. (#86416)
Under the Checker Status column of the FIXED ASSET inventory page, When the Fixed Asset is allocated the Asset status is shown as Referred Back even though the Maker-Checker configuration is disable for the Allocate asset transaction. This issue occurred when the Maker-Checker configuration is enabled for the Deallocate and Deactivate Asset transactions and the Checker refers back the asset deactivation request. In an ideal scenario, the Checker Status column of the FIXED ASSET inventory page must get cleared after allocating the In-Store asset that was referred back by the Checker for asset deactivation request. (#83900)
Mail Parser configured with O365 API cannot run on the summit Proxy Server, it can only run on the Summit Server. Email to ticket creation feature is not supported for the following configuration combination on the MAILBOX page. Server Type = O365 API Monitoring Source = Proxy Server Note: Email to ticket creation works when you select Server Type as O365 API and Monitoring Source as Summit Server. The MAILBOX configuration page can be accessed using Admin > Advanced > Notifications > Mailbox. (#83831)
When the user re-login into the SummitAI application and performs the same action for the second time on the same page (Ex: MY APPOINTMENTS) and clicks SUBMIT, an error message “Error Occurred” is displayed. This issue is found when the user has logged into the SummitAI application using the Microsoft Internet Explorer browser (IE Version: 11.719.18362.0) (#82553).
Issue 1: Urgency and Impact values of Orchestration are not getting updated on the SR details page. Orchestration values should override the Catch & Dispatch values. Pre-Requisites: In Catch & Dispatch configuration page, switch to Service Request Module and select Show As Recommendation checkbox for all. In the Orchestration Configuration page, select Update if any one action fails in the On Failure drop-down list and keep the Do not update if value already exists checkbox unchecked. Bug Reproduction Steps: Navigate to Request > New Service Request. Create an SR where Orchestration script is linked. Navigate to Request > Service Request List page. Access the same Service Request and apply the catch and dispatch value from CINDE Suggestion popup. After Orchestration script fails, all Service Request details should update as per the Orchestration configuration. Verify the Service Request details against Orchestration configuration values. Issue 2: Similar issue was also found for the prerequisite of On Success criteria configuration being Resolve if all actions are successful. This paired with Do not update if value already exists check box not being selected led to a similar bug. (#83602)
SAM Agent unable to block the installed software’s, mapped in the Master profile though the same software is getting block when mapped with the normal profile of an Asset. The master profile should work as default when a normal profile is configured for the Asset. (#82494)
In the Universal Agent, Software installation is not working through Run Book Automation (RBA) script. (#83612)
After configuring the remediation Script as *User-preference* in the new Universal Agent, the Endpoint Automation (EPA) is not working and the EPA script is always displayed with In-progress status. (#83611)
Post the SAM agent update, the Software Silent Installation functionality using RBA script is not working. This issue is occurred when the Agent machine has two IP addresses (#83770)
The servers with IP Addresses 192.168.100.30, 192.168.100.100 servers, the Universal Agent parameter EPA, Patch Management, and RBA functionalities were not working. The application was showing the following error message (#82939): Error Message: The underlying connection was closed: An unexpected error occurred on a send. at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at SAMAgent.Entwidgets.Service.GetRBAScripts(String sAssetInfo, String sProxyName, ProxyDetails _pxy) at SAMAgent.AssetDetails.Agent_RunbookAutomation.ExecuteRBA() at SAMAgent.Program.Main(String[] args)
When an AD Import record is modified on IE Version 11.719.18362.0, the error message is displayed as “Error Occurred” when you click SUBMIT button on the AD IMPORT page (Admin > Basic > Users > Import > AD Import) (#82733).
While raising a CR, if the Requestor is changed after selecting Category and Change Type, the Line Manager and Reporting Manager for the selected Requestor are not getting updated in the workflow. But after submitting the CR, the Line Manager and Reporting Manager are updated in the workflow based on the selected Requestor. Similarly, the same issue is happing while raising CR using a template too.
While importing data through the Import Excel option, the Include Sub-Customer value in the respective column can only be True or False for all the statuses in the excel sheet. To import the excel navigate to: SR: Request > Configuration > Others > SMS Notification > Select the Tenant > Select the IMPORT option under ACTIONS panel. IM: Incident > Configuration > Others > SMS Notification > Select the Tenant > Select the IMPORT option under ACTIONS panel. (#81164)
On the Incident Details/ Service Request Details page (Incident/ Request > User > Manage Incidents/Manage Service Requests > Incident List/Service Request List > Click an Incident ID/SR ID), click the Assigned To drop-down where analysts are displaying, but their availability status is not displayed (#78647).
Application is allowing the Administrators to save the Connector details though there is a validation message while updating the Connector details page. The Connector details page can be accessed from EDIT VIEW page (Operations > Configuration > Networks > View > Edit View > Select the required device from the list > Click the Connector on the Drawing Board > Click Edit Node to update the Connector details > Update the details with incorrect data to pop-up the validation message > Click SAVE). (#81100)
After adding a new device on the Drawing Board of the EDIT VIEW page sometimes the position of the added device is not displaying correctly on the Drawing Board. The Edit VIEW page can be accessed using (Operations > Configuration > Networks > View > Edit View > Select the Tenant and other required details> Click Add Node icon and click on the empty space of the drawing board to add devices into the View > Click SUBMIT). (#80641)
The following issues are there on the EDIT VIEW page (Operations > Configuration > Networks > View > Edit View > Click ADD NEW on the ACTIONS panel > On the DRAW VIEW page, select the Tenant and other required details > Click ADD DEVICE on the ACTIONS panel to add devices into the View > On the ADD DEVICE pop-up page, select the devices you want to add to the View and click SUBMIT) while adding a new device to the view: The existing devices on the page are not getting displayed. The validation message is not populating while submitting without selecting the devices. (#80269)
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 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). 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). 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: Login to the Application as Checker. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel. On the Filter pop-up page, select the Tenant and specify the required details. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details. Click SUBMIT. Validate the data. (#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: Log into the Application as an Administrator. Configure a Bulletin Board. For more information, see Configuring Bulletins. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter. 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: Log into the Application as an Administrator. Select Admin > Advanced > Automation > Orchestration. On the WORKFLOW LIST page, click the NEW On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow. Log out and log into the Application as an Administrator or as an Analyst. Select Request > Manage Service Requests > Service Request List. On the SERVICE REQUEST LIST page, specify the Filters and open an SR. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab. 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. 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.
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. (#67240)
When a user opens any page in a new tab in the SaaS Environment, the Switch Tenant pop-up is displayed in all the pages. This issue occurs only when the user is using the Firefox private window/tab. (#72276)
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).

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