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

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

Hotfix Merges

The following Hotfix versions are merged with this release. Please refer to the respective Release Notes for details.

This section describes the issues reported by the customers and their fixes in Denali SP1 HF17.

Service Management

Issue #

Issue Description

Scenario

Resolution

98846

The search icon was not available for Category field under SERVICE REQUEST to view the categories and sub-categories in hierarchical tree structure.

Hence, the end-user was unable to differentiate between the sub-categories with same name but under different parent category.

Prerequisites:

Navigate to SLA > Operation Level > New Operation Level Specification. The NEW OPERATIONAL LEVEL SPECIFICATION details page is displayed. Select the required Tenant.
Select the subcategory from Category drop-down list. The list displays the list of subcategories from Service Catalog, where the subcategories are configured with same name but belongs to different parent category.

Now, the search icon is available for Category field under SERVICE REQUEST to view the categories and sub-categories in hierarchical tree structure.

Hence, the end-user is able to differentiate between the sub-categories with same name but under different parent category.

96310

In the first transaction even, the inactive executors were displayed with active status while revisiting Change Record details page.

Hence, even the inactive records were getting displayed in the BI Reports.

Prerequisite:

Create a multivalued group with editable option for Change Management module under Form Builder (Admin > Form Builder > General Area).

Steps to reproduce the Issue:

Navigate to User > New Change Record. The New Change Record page is displayed. Under EXECUTOR GROUP, add few executors to the multivalued group and the status will be Active , by default. Now, make any two executors inactive (deselect the Active checkbox in the Multivalued Group).
Click SUBMIT and save the Change Record.
Open the same CR and in EXECUTOR GROUP the inactive executors should be inactive, resubmit the CR and keep one executor as active only.
Re-Open the CR.

Now, the inactive executor is not getting displayed with active status for the first transaction even after submitting the CR with changes.

Hence, the inactive records are not getting displayed in the BI Reports.

96047

The Analyst was able to open the ticket (for which Analyst does not have Workgroup access).

Prerequisites:

Navigate to Admin > Tenant > SR Tenant. Select the checkbox View Other Workgroup SRs (ACTIONS > Configure Details) for Service Request module.
Navigate to Admin > Application Settings. The APPLICATION SETTINGS page is displayed. Select Default (Tenant Configuration) from Enable 'View Other Workgroup SRs' Check Box drop-down.

Steps to reproduce the Issue:

Log in as an Analyst. Navigate to Request > Manage Service Requests > Service Request List. The Service Request List page is displayed.
Filter the SR list with tickets assigned to Workgroups for which this Analyst does not have the access.
Open any SR ticket with SR ID hyperlink. The SERVICE REQUEST DETAILS page is displayed.
Clear the checkbox View Other Workgroup SRs (ACTIONS > Configure Details) under Tenant Configuration. Refresh the same SR ticket. You will get the message “You do not have Workgroup access to view this Service Request SRxxxx" on Service Request details page.
Select the checkbox View Other Workgroup SRs (ACTIONS > Configure Details) under Tenant Configuration. Select Disable from Enable 'View Other Workgroup SRs' Check Box drop-down on the APPLICATION SETTINGS Refresh the same SR ticket.

The Analyst is not able to open the ticket (for which Analyst does not have Workgroup access).

If the Analyst attempts to open the ticket, then it redirects to the SR list page (if View Other Workgroup SRs is not checked).

It will redirect to error occurred page (if Enable 'View Other Workgroup SRs' Check Box is selected as Disable).

Asset Management

Service Issue #

Issue Description

Scenario

Resolution

94165

Bulk upload of assets using Import Asset functionality was not working as expected.

Prerequisites:

An asset category should be configured for a selected tenant using Form builder with multiple groups in addition to Default Group.
The multiple configured groups should contain multiple File Attachment attributes, to be specific.

Steps:

Navigate to Asset > Import > Import Asset.
Select Tenant.
Select that Category which is configured using Form Builder.
Download Category Template from the Actions panel. Add data to the template.
Upload the template.
Fill-in the rest of the fields.
Click Submit.

Add/Update transactions of Assets through Import Asset Page is working as expected.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF17.

Issue No

Issue Description

Scenario

Workaround <if applicable>

87411

The notification e-mail is not triggering for the configured users after the User Selectable approver approves the CR.

This issue occurs only when the User Selectable approver is approving the CR.

Prerequisite

Make sure that a User Selectable approver and followed by notification activity or block are configured in a workflow

NA

89897

The following error message is displayed, while saving Auto Creation settings.

Oops! An error occurred.

Pre-requisites

Configure 30+ Workgroup, Category Classification, Priority, Resolution Code, Closure Code and Configuration Items for a Tenant.

Navigate to Problem > Configuration > Auto Creation Settings. Click Add New. The AUTO CREATION SETTINGS page is displayed. Specify all mandatory fields.
Select all Workgroup, all Category, all Classification, all Priority, all Resolution Code, all Closure Code, and all Configuration Items. Click SUBMIT.

NA

94017

An error message “No output connection available” was displayed when a Change Request-Emergency workflow or any other workflow was edited.

Pre-condition:

Existing Workflow must be configured.

Prerequisites:

1) Log in to the application.

2) Admin > Navigate to Workflow.

3) Select Change Management from Module dropdown.

4) Select STA.Information Technology_EX1_ from Department dropdown.

5) Select ALL from Change Type drop down.

6) Select ALL from Owner group drop down.

7) Select ALL from Category drop down.

8) Click SUBMIT

9) Configured Workflow exists. Select Change Request- Emergency or any workflow.

10) Click SUBMIT

NA

Issue
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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