Customer Fixed Issues and Known Issues Sierra SP1 HF08

Owned by Enterprise IT
May 08, 2024
11 min read

Download Release Notes | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Sierra SP1 HF04 << Sierra SP1 HF05 << Sierra SP1 HF06 << Sierra SP1 HF07 

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade | Security Best Practices for SummitAI Application Deployment

On this page: Customer Fixed Issues | Known Issues 

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Sierra SP1 HF08. The bug fixes for the bugs found in the following versions are also merged with this release. Please refer to the respective Release Notes for details.

#IssueResolution

74022 

The Response of the LogOrUpdate Incident API was displaying the Customer and Location names of the Proxy instead of displaying the Caller's Customer and Location names. This issue was occurring if the specified value of the RequestType parameter as Mobile.

Now, the Response of the LogOrUpdate Incident API is displaying the Caller's Customer and Location names irrespective of the RequestType parameter value.

74661


On the CHANGE RECORD page, under the LOGS tab, if the text was added with different formatting styles or in new lines. After submitting the changes, if the LOGS tab was opened for viewing, all the text formatting was lost, and all the previous written text appeared in a single line.

Example: The following text was specified in the Analyst Log field:

Below steps are performed:

Step 1. Logged into the Application.

Step 2. Viewed the Log in the web server.

Step 3. Checking the DB server

We will keep you posted.

After saving the changes, if the Log tab was opened for viewing, the text was displayed as following:

Below steps are performed:Step 1.Logged into the Application.Step 2. Viewed the Log in the web server.Step 3. Checking the DB serverWe will keep you posted.

Now, the text format is retained as specified by the user under the LOGS tab on the CHANGE RECORD page.

74003

Broken images were displayed in the Looking for an Answer search field records whenever the user searches for Knowledge records in the Knowledge Dashboard.

Now the appropriate images are displayed while searching Knowledge records.

73995


While submitting the SR on the MY SERVICE REQUEST page, the validation message was not displaying for the Child and Sub Child Custom Attribute mandatory fields. Also, the Requestor was able to submit the SR without changing it to the correct mapped values. This issue was occurring in the following scenarios:

  • When the Service Request is referred back from the Approvers to the Requestors.
  • When the Requestor changes the Parent field value and doesn’t change the Child, and Sub Child Custom Attribute mandatory field values.

Now, the validation message is displayed if the Child and Sub Child Custom Attribute mandatory fields are not changed to mapped values when the Requestor submits the SR.

74183

Incorrect data was capturing under the APPLICATION CONTROL REPORT page. This issue was occurring because the application was capturing the machine details mapped to the user name rather than the machine ID.

Now, based on the mapped machine ID, the correct data is captured under the APPLICATION CONTROL REPORT page.

75179

On the ACCESSORIES page, No Data was displayed instead of the filtered data. This issue occurred when more than ten characters were specified in the Attribute Value field of the FILTERS pop-up page.

Now, the filtered data is displayed even though more than ten characters are specified in the Attribute Value field of the FILTERS pop-up page.

74229 

When an Incident was canceled from the My Incident page, the pending reason was getting retained in the database. Hence, when the DN report was extracted, the same pending reason was displayed in the report.

Now, the pending reason is not retained in the database when an Incident is canceled from My Incident page.

72292


The updated Capacity data was not displaying under the Capacity Column of the INTERFACES tab on the NETWORK DEVICE DETAILS pop-up page. Instead, the Capacity data that was captured in Discovery details was displaying in all the respective columns of the Capacity. Due to this issue, there was a false high threshold alert and impacting the Interface Utilization report.

Now, the updated data is displaying under the Capacity column and there is no impact on the Interface Utilization report.

74316

The auto-reply e-mails for the O365 API mailbox were getting converted to the Incidents.


Prerequisites: Set the action for unparsed e-mails to either Delete or Move To Folder on the O365 API Mailbox Configuration page.

Now, the auto-reply e-mails for O365 API mailbox are not getting converted to the Incidents.

73438


On the E-mail notification template, upon clicking the SR ID, the user was redirected to “Error occurred page”. This issue was occurring when the mail was sent through the SEND E-MAIL icon from the ACTIONS panel on the SR Details page.

Now, the  SR ID hyper link is redirected to the following pages:

  1. The Analyst Details page when Analyst access the SR ID hyper link.
  2. The End User page when Caller access the SR ID hyper link.

Note:

  1. The User who doesn’t have access to that Workgroup, then they are redirected to “Access Denied page” when they access the SR ID hyper link.
  2. The Analyst who doesn’t have access to that Workgroup, then they are redirected to Analyst Details page with only view access when they access the SR ID hyper link.

74412 

The duplicate values were getting added under the Inactive Fields on the FORM BUILDER page for the Dropdown field with Parent-Child mapping while adding the same child drop-down value that was removed before. Also, an error message "Option already exists in Inactive Status, Please include the same" was displayed when the user clicked the NEXT button while editing the same child drop-down value.

Now, the duplicate values are not getting added under the Inactive Fields on the FORM BUILDER page for a Dropdown field with Parent-Child mapping while adding the same child drop-down value that was removed before.

74026


Whenever the Network Device or Network Link was down, multiple duplicate alerts were triggering to the configured Mail CC recipients on the Edit Network Device Details/ Edit Network Link Details pop-up page.

Now, the duplicate alerts are not triggering to the configured Mail CC recipients.

75154

 

With SSO Auth type, upon clicking the login link after the idle session timeout, the user was redirected to the Error page instead of reauthenticating the login link and directing to the actual page. This issue occurred when the user logged in from a different URL other than the base URL or SSO login page.

Example

If the URL is used as:

Now, the login link is reauthenticated and directed to the actual page after the idle session timeout, even if the entered URL is different from the base URL.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF08.

Issue

The parent and child value mapping is getting reset to blank when a user includes the Inactive Option from the INACTIVE FIELDS pop-up page of the FORM BUILDER page. Also, the user is not able to save the selected parent and child mapping after modifying it manually. (#75967)

Workaround:

To include the Inactive Options, do the following steps:

  1. Include the inactive options (Inactive fields >  Select Options tab > Include the Inactive Options).
  2. Map the options with the Parent and click NEXT.
  3. Click SAVE.
  4. Open the same Form again.
  5. Map the parent and child and click NEXT
  6. Click SAVE.

The Child drop-down value is displaying even though the Parent drop-down is not selected on the New Incident or New Incident For User page. This issue occurs when the Options value is selected other than Manual while configuring the Parent in the Parent and Child drop-down fields on the FORM BUILDER page. (#73236) 

Note:

The same issue was found for the Service Request Management module. The following bug reproduction steps are given for the Incident Management module. 

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the Dropdown control.
  7. Select the Option as Common Master or other type except for the Manual.
  8. Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.
  9. Select the Country and add the State for it and select a State as Default for the Country.
  10. Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.
  11. Select the State and add the Cities for it and select a City as Default for the State.
  12. Click NEXT.
  13. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  14. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  15. Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.
  16. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  17. On the New Incident or New Incident For User page, select the Tenant for which the Custom attribute is configured on the FORM BUILDER page.
  18. Configured Child values are displaying even though the Parent field value is not selected.

The configured default value of the multi-valued drop-down field on the FORM BUILDER page is not displaying as a default value under the multi-valued drop-down field on the Incident details page while logging an Incident. (#73235)

Note:

The same issue was found for the Service Request Management module. The following bug reproduction steps are given for the Incident Management module. 

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the MV Dropdown control.
  7. Select the Options value as Manual and set one option as default value.
  8. Click NEXT.
  9. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  10. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  11. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  12. On the New Incident or New Incident For User page, select the Tenant for which the Custom attribute is configured on the FORM BUILDER page.
  13. The configured default value of the multi-valued drop-down field is not displaying.

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:

  1. Select Asset > User > Manage Asset > Import > Import Asset.
  2. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT.
  3. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected.  Click Next.
  4. Click the Preview tab and select the store where you want to import the Assets from the Store list.
  5. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel.
  6. Alternatively (Steps 1-5), select Asset > User > Manage Assets > Asset Inventory.  On the ASSET INVENTORY page, click FIXED.  On the ACTIONS panel, click ADD. On the ADD ASSET page, specify the required information and click SUBMIT.
  7. Add two Assets with same Serial Number.
  8. The Application allows to import or add two Asset with same Serial Number.
  9. Select Asset > User > Manage Assets > Approvals > Maker Checker Approval . On the MAKER-CHECKER ASSET-APPROVAL page, click Filters  on the ACTIONS panel. Select the Tenant. Select the Transaction Type as Add to view the list of requests from the Maker.
  10. The Assets with duplicate Serial Number are displayed. Click APPROVE on the ACTIONS panel. On the APPROVE pop-up page, select the  Approval Status as Approved.

(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)

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).