Customer Fixed Issues and Known Issues Tahoe SP3 HF010

Issue ID

Issue Description

Scenario

Resolution

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.

Issue 1: 

System displayed grey screen for the status - On hold, Rejected, Referred Back, instead of the ticket details.  

Issue 2: 

Approver Service request - Error message was getting displayed after selecting any status from the menu. 

Issue1: Prerequisites  

1. Log in as Approver in Mobile App. 
   
   
2. Click Approve Service Requests. 
   
   
3. Click "On hold", "Rejected", "Referred back" status in Approve Service Requests List page. 

Issue2: Prerequisites:  

1. Create and publish a catalog having Autofill control and Approval. 
   
   
2. Create few SRs using that catalog. 
   
3. Log in as Approver in Mobile App. 
   
4. Click Approve Service Requests. 
   
5. Click and open SR logged for that catalog. 
   
6. Select any status from the ‘⋮’ menu at bottom right corner.

Resolution 1: 

System displayed the ticket details for the status - On hold, Rejected, Referred Back.  

Resolution 2: 

After selecting any status from the menu it is not displaying any error message. 

Prerequisites:

1. Navigate to Problem > User > Problem Record List. The Problem Record List page is displayed.
   
   
2. Open any reviewed Problem Record and update the Problem Record and Submit.

Prerequisites:

1. Navigate to Problem > User > Problem Record List. The Problem Record List page is displayed.
   
   
2. Open any Problem Record and navigate to Communication Enter the Private Log description and Submit.

Prerequisite:

1. Fetch the SR details via API integration on What’s App application.

Steps:

1.  Navigate to Admin > Workgroup.
   
   
2.  Click the created workgroup.
   
   
3. Insert the Japanese characters for Workgroup Name.
   
   
4. Navigate to WORKGROUP > Department > LIST.
   
   
5. Check if the Workgroup Name column displays appropriately.
   
   
6. Navigate to Audit Details for Configuration Pages > UPDATE RESULTS.
   
   
7. Check if the New value column displays appropriately.

Steps:

Scenario -1:

1.  Navigate to Reports and select Incident Module.
   
   
2. From the drop-down list, select Izenda 6 report.
   
   
3. Click the Export icon.
   
   
4. Click New Option Advanced CSV.
   
   
5. Check browser download.

Scenario -2:

1. Navigate to the Reports page with Japanese as the user language.
   
   
2. From the drop-down list, select Izenda 6 report.
   
   
3. Click the Export icon.
   
   
4. Click New Option Advanced CSV.
   
   
5. Check browser download.

Reports Detail page displays appropriately after the resolution.

Prerequisites: 

To Configure Parsing Keys, perform the following steps: 

1. Select the Module as Log Service Request.
   
   
2. Configure the o365 mailbox to which the email will be sent.
   
   
3. Remove existing conditions under General Conditions.
   
   

To configure the General Conditions, perform the following steps: 

1. Select User-Defined Key as Subject, Operator Starts With Value as required. 
   
2. Click Add to add the parsing logic. 
    
3. Select conditions to add multiple conditions in the same Rule. 
    
4. Select User-Defined Key as Body, Operator Starts With Value as OD Integration 15010. 
    
5. Select the Service Catalogs for which you want to specifically convert Emails to Service Request. 
    
6. Perform the Field Mapping of the Subject with Symptoms and Body with Description. 
    
7. Click Add and Submit. 

Step:
 Send mail to the mailbox with configured value for the SR parser.

E-mail to SR creation option works properly and is not creating Incidents

if the SR condition meets after the resolution.

User created RR by adding attachments (wherever applicable). After the authorization on changing the status, the loaded page did not have the attachment. However, after submitting the record the attachment appeared.

Steps:

1. Navigate to Release > User > New Release Record.
   
   
2. Create a Release with an attachment.
   
   
3. Click Submit.
   
   
4. Authorization needs to approve the Release Record.
   
   
5. Change the status and validate the RR.

The attachment appears on the page after changing the status of RR.

Tenants without IM module access were not displayed on the Bulletin Board.

Prerequisite:

Tenants should be configured without IM module access.

Steps:

1. Navigate to Admin > Advanced > Notifications > Bulletin Board.
   
   
2. Validate the Tenant.

Tenants without IM module access are displayed on the Bulletin Board.

End user was not able to Edit or Clear the values under the Multi-valued Group on the Incident General detail page. 

Prerequisites:

1. Navigate to Admin > Form Builder. 
    
2. Select a Tenant. 
    
3. Select a Module. 
    
4. Click on the check box next to General. 
    
5. Click on the check box next to Multi-valued Group. 
    
6. Click Edit on the right-hand panel of the screen. 
    
7. Click on the checkbox beside ‘Is Editable?’. 
    
8. Scroll up and click Next. 
    
9. On the next screen, click Save.

Steps: 
 

1. Navigate to Incident > Incident List. 
    
2. Open any new or resolved Incident. 
    
3. Navigate to General tab. 
    
4. Scroll down the screen. 
    
5. Select the required fields in the multi-valued group. 
    
6. Click Submit.

End user can Edit or Clear the values under the Multi-valued Group on the Incident General detail page. 

The analyst was not able to delink CR from the Release record after linking any Release ticket with the CR. 

Prerequisites: 
 

1. Navigate to Change > Change Record list. 
    
2. Go to any open Change Record (CR). 
    
3. Navigate to Relationship tab. 
    
4. Link the Release Record. 
    
5. Click Submit. 

Steps: 

1. Navigate to Release > Release record list. 
    
2. Open linked Release. 
    
3. Go to Relationship tab. 
    
4. Select the linked CR. 
    
5. Click on Delink > Submit.

The analyst is successfully able to delink CR from the Release record after linking any Release ticket with the CR.

After selecting the option to sort the categories alphabetically, the categories were not displayed in alphabetical order.

Prerequisite: 
 

1. In category configuration page, sort order should be configured in alphabetical order. 

Steps: 

1. Navigate to Incident > Category. 
    
2. Navigate to Incident > New Incident.

The categories are successfully displaying in alphabetical order.

Preconditions:

1. Workgroup should be configured for the desired Tenant.
   
   
2. All the CR's associated with the desired workgroup configured should not be authorized.

Steps:

1. Navigate to Admin > Basic > Infrastructure > Workgroup.
   
   
2. Select the desired Tenant and the list of configured workgroups for the selected Tenant is displayed.
   
   
3. Select the desired Workgroup to deactivate.
   
   
4. Disable the Active checkbox and click Submit.

The previous button popup alert is not getting translated to Japanese in the Release Management module.

Steps:

1.    Open Release Record with deploy status. 

2.    Navigate to the VERSION HISTORY tab. 

3.    Click the Get Previous Version button. 

The alert issue not getting translated to Japanese is solved after the resolution. 

Steps:

1. Navigate to Release > User > Release Record List.
   
   
2. Open any of the listed Releases.
   
   
3. Go to the REQUIREMENTS tab and select the Type.
   
   
4. Click Submit.

Prerequisites:

1. Navigate to Release > Configuration > Checklist. 
    
2. Select a tenant. 
    
3. Configure the checklist task name for the tenant. 
    
4. Click Submit.

Steps:

1. Navigate to Release > New Release Record. 
    
2. Select tenant. 
    
3. Fill all the mandatory fields. 
    
4. Navigate to Checklist tab.
   
   
5. Verify the checklist task name is displaying properly or not. 
    
6. Click Submit. 

Steps: 

1. Log in to the Summit application. 
   
   
2. Navigate to Request > Manage Service Requests > Service Request List. 

Prerequisites: 

A release record with status pending for authorization should exist. 

Steps:

1. Log in to the Summit application. 
   
   
2. Navigate to Release > Approve Release record. 
   
   
3. Click the filter icon.  

Steps:

1. Log in to the Summit application. 
   
   
2. Navigate to Release > Release Record List. 
   
   
3. Open any approved release record.  
   
   
4. Change the status of the record to build. 
   
   
5. Verify the date field under PR review. 
   
   
6. Submit the record. Verify the date fields under PR review.  

Prerequisites: 

There should be 2 analysts who have access to two different workgroups.  

Steps:

1. Log in to the Summit application as analyst 1(who has access to the resolver workgroup).  
   
   
2. Navigate to Release > New Release Record. 
   
   
3. Fill in the details for the release record and assign it to a resolver workgroup. Click Submit. 
   
   
4. Log in to the Summit application as analyst 2(who does not have access to the resolver workgroup).  
   
   
5. Open the submitted release record to modify data.  

Steps:

1. Log in to the Summit application. 
   
   
2. Navigate to Release > New Release Record. 
   
   
3. Update the Planned Start Time lesser than the Registration time.  
   
   
4. Click Submit. 

Steps: 

1. Log in to the Summit application as an Analyst.  
   
   
2. Navigate to Incident > Incident Masters > Category.  
   
   
3. Select the Tenant and select the category to be disabled. 
   
   
4. Right-click on the Category, click Disable for End User.  
   
   
5. Log in to the Summit as an End User.  
   
   
6. On the End User dashboard, navigate to New Incident.  
   
   
7. On the New Incident page, select the Category.  

The API "CMDB_LoadCIRecords", should have the following 4 filters: 

1. Retrieve CMDB CI’s created or updated between dates.
   
   
2. Retrieve CMDB CI’s with the Remark set to “1234”.
   
   
3. Retrieve all Cisco CI’s with model numbers starting with “C9”.
   
   
4. Retried all CI’s where the Description field matches a regular expression.

The 5 new fields
"FromDate":"", 
"ToDate":"", 
"Model_No":"", 
"Description":"", 
"Remarks":"", 

added to the API are retrieving the data as expected.

Under Asset Management, dropdown values are not being updated by the standard API.   

The Asset is updated successfully as per the API.  

To introduce an option to disable incident creation for mail to the ticket using config key. 

The incident creation will be disabled after adding the key but updating the incident can be done successfully after the resolution. 

Asset count displayed on the Asset Inventory was improper. 

The numbers displayed on the List page and Details (drill down) page was mismatched. 

NOTE: 
The issue occurred when Allocated To was updated as a blank value, which resulted in a count mismatch within the dashboard.  

Whereas in the Asset History > Allocation History, the Allocated type was updated as a single user. 

Steps: 

1. Navigate to Asset > User > Manage Assets > Asset Inventory. 
    
2. Select Fixed Asset on the Asset Inventory page. 
    
3. Select the desired Tenant, which is a mandatory field. 
   Fixed Asset LIST page is displayed. 
    
4. Verify the displayed Asset count.  
    
5. Click any desired Asset count hyperlink to drill down further. 
   Verify the displayed Asset count. 

Asset count on the Asset Inventory List and Details page display accurate data as part of the resolution.  

Allocated Asset User details were not displayed in the Asset Inventory List and Details page but were shown in the Allocation History tab. 

The issue occurred when the checker clicked the Approve button more than one time. 

NOTE: 

Maker-Checker was enabled for the asset allocation process. 

Steps: 

1. Navigate to Asset > User > Manage Assets > Approvals > Maker-Checker Approval. 
   Maker-Checker Asset Approval page is displayed. 
    
2. In the FILTERS pop-up, select the following values: 
   

       Tenant- Desired Tenant 

       Transaction Type- Allocate

       Category- Desired Asset category

       Location- Desired location
       Click SUBMIT.

  3. Select the desired asset checkbox.

  4. Click APPROVE from the right ACTIONS panel.

  5. Select Approval Status as Approved.
      Click SUBMIT(more than once.

  6. Check the user details on the Asset Inventory page.
     ( Asset > User > Manage Assets > Asset Inventory) 

Allocate Asset User details are displayed in the Asset Inventory List and Details page successfully after the resolution.  

Asset alert configuration was not working for software expiry. 

Steps: 

To check the Asset Alert configuration, perform the following steps: 

1. Navigate to Asset > Configuration > Others > Asset Alert Configuration. 
    
2. In the FILTERS pop-up, select the desired Tenant. 
   Click SUBMIT. 
   Asset Alert Configuration LIST is displayed. 
    
3. Click the desired Alert Name hyperlink to check the details. 
   Verify the Mapping Column- To Date. 
    

NOTE: To create a new Asset Alert Configuration, click ADD NEW from the right ACTIONS panel. 

Asset Alert configuration works fine after the resolution. 

Invalid Source Location and Destination Location values were displayed, when the user executed AM_RPT_DN_Movement_Master table in the Report builder page.

Prerequisites:  

1. Log in to the SUMMIT Application with Admin access. 
    
2. Assets should be present in the Movement Status report. 

Steps:  

1. Navigate to Admin > Basic > Infrastructure > Report Builder. 
    
2. Click ADD NEW from the right ACTIONS panel. 
   Report Builder page is displayed. 
    
3. In the DETAILS grid, select the following values: 
    
   a. Tenant- Desired Tenant 
   b. Module Name- Asset Management 
   c. Report Type- Desired Report Type 
   d. Report Name- Movement Status Rport 
   e. Access Type- Desired Access Type 
   f. User- Select the desired user 
    Click NEXT. 
    
4. In the DESIGNER grid, enter the following value: 
   Select * from AM_RPT_DN_Movement_Master 
   Click VALIDATE QUERY. 
   Upon validation, click SUBMIT. 
    
5. In the FILTERS pop-up, click EXPORT TO EXCEL. 
   Excel file is downloaded. 
    
6. In the downloaded excel file, verify the Source Location and Destination Location columns. 
   

Valid Source and Destination Location details are captured and displayed when user executes the AM_RPT_DN_Movement_Master table in Report builder.

Issue #

Issue Description

Scenario

Resolution

Prerequisites:

NA

The Discovery job is running for GDPR specific data set.

Prerequisites: 
 

1. Enable the SaaS.
   
   
2. Configure the impersonation. 

Steps: 

1. Log in to the Summit Application as User 1. 
    
2. Select Organization > User profile > Switch to another user as User 2 > Switch back to same User 1 > Change tenant. 

Steps:

1. Navigate to Admin > Basic > Users > Import.
   
   
2. Configure Azure AD with attribute concatenation.
   
   
3. Run AD Import job.
   
   
4. Go to Admin > Basic > Users > User List.
   
   
5. Check the attribute for which attribute concatenation is configured.

Prerequisites: 

Configure a Workflow with 5 levels of approvals including Change Manager and CAB approval. 

 Steps: 

1.  Log in to the SymphonyAI Summit App.
   
   
2. Navigate to Change > New Change Record. 
   
   
3. Enter the required details and click SUBMIT. 
   
4. Approve CR and CAB Approvals. 
   
5. Log in to SymphonyAI Summit Mobile App with Change Manager Credentials.
    
6. Click Approve Change Record. 
   
7. Swipe-right on the CR to approve from the Change Record List. 
   
8. Click green tick mark to approve after right-swipe. 
   
9. Enter the Remarks and Click OK. 

Prerequisites:

• In the Form Builder page, Date custom attribute to be configured with name ‘Actual Resolve Time’ for Resolved status.
  
  
• Enable Include Timestamp check box.
  
  
• Parent and child incidents to be created.

Steps:

1. Log in to the SymphonyAI Summit application.
   
   
2. Navigate to Incident > My Incidents.
   
   
3. Select the parent incident created and resolve it.

Steps:  

1. Log in to the SymphonyAI Summit application. 
    
2. Navigate to Release > Release Record List, click PR ID hyperlink. 
    
3. Click DOCUMENTS tab. 
    
4. Enter the required details and click ADD. 

Steps:

1. Log in to the SymphonyAI Summit application.
   
   
2. Navigate to Reports > IT Operations > UPTIME REPORT.

120884/

122148/

120473

In the SymphonyAI Summit Old Mobile App, users can raise an incident however incident was assigned to random workgroup.

Steps:

1. Log in to the SymphonyAI Summit Old Mobile App.
   
   
2. Navigate to Incident > Category.
   
   
3. Select a Category > Configure > Enable Location-wise workgroup routing.
   
   
4. Navigate to Incident > New Incident.
   
   
5. Select Category and Location as per the Category Configuration.
   
   
6. Click SUBMIT.

121425

Service Request Approval routing was not happening properly via the SymphonyAI Old Mobile App.

Prerequisites: 

1. Create a Service Request Catalog and enable ‘Enable Location’,
   'Select User location' and add a few locations along with Workgroup in Log SR in User Location.
   
   
2. Add a Workflow having approval level as Workgroup Owner. 
   
   
3. Click SUBMIT and publish the Catalog.

Steps:

1. Log in to the SummitAI Old Mobile Application.
    
2. Click the Log Service Request icon.
   
   
3. Select the configured Catalog.
   
   
4. Select the Location & verify the approver.

119782 

The orchestration workflow is not being linked to the incident that is created via Service request after the service validity date has expired.  

Prerequisites:  

1. Navigate to Catalog > Create Service Catalog > Additional info. Enable the option “Enable Service Validity”, and then update the Default to date and Maximum Duration. Save the form and publish it.  
   
   
2. Navigate to Admin > Infrastructure > Custom Scheduler >Add new. 
   
   
3. Enter the details and under Schedule type select “SR Decommission for Service Validity” job.  
   
   
4. Navigate to Admin > Orchestration. Configure the workflow for the incident module on the workflow designer page.  
   
   
5. Raise a Service request (SR). 

Steps: 

1. Log in to the Summit application. 
   
   
2. Navigate to Request > Service Request List. 
   
   
3. Open the created SR. The SR details page is displayed.  
   
   
4. Click Resolve to resolve the SR.  
   
   
5. Once the To date is expired on the Service Catalog Detail page, an incident is created.  
   
   
6. Verify the Orchestration Tab on the Incident.  

116915

The System Type was incorrectly mapped. 

Steps:  

1. Navigate to Admin>Discovery & Monitoring>Discovery. 
    
2. Create a job using WMI Discovery (DESKTOP MACHINES). 
    
3. Once the job completes, click on Asset > Manage Assets > Variance > New Discovery. 
    
4. View the Data in NEW DISCOVERY. 

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.