Customer Fixed Issues and Known Issues Sierra SP1 HF05

Owned by Enterprise IT
May 08, 2024

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

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 HF05. 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

69798

The SUBMIT button was greyed out for the Analysts who had apostrophe (‘) in their User Name and E-mail ID fields on the following pages:

  • INCIDENT ID page
  • NEW INCIDENT FOR USER page
  • SERVICE REQUEST DETAIL page

Prerequisites:

On the NEW USER page, create a User with apostrophe (') in User Name and E-mail ID fields.

Example:
User  Name: jenifer.d'souza
E-mail ID: jenifer.d'souza@xyz.com

Provide Analyst access to the User.

Bug Reproduction Steps:

  1. Log into the Application as an Analyst.
  2. Select Incident > User > Manage Incidents > Incident List.
  3. On the INCIDENT LIST page, specify the Filter criteria and click SUBMIT.
  4. On the INCIDENT LIST page, click an Incident ID.
  5. On the INCIDENT ID page, the SUBMIT button is disabled (greyed out).

Now, the Analysts with apostrophe in the User Name and E-mail ID fields can use the SUBMIT button while logging Incidents and updating Incidents or SRs.

70168 

The Analysts were able to edit the RCA or add new RCA for the Problem Records even though the PR Status was Root Cause Analysis Approved or Reviewed.

Bug Reproduction Steps:

  1. Log into the Application as an Analyst.
  2. Select Problem > User > Problem Record List.
  3. On the PROBLEM RECORD LIST page, click Filters and select a Tenant, Workgroup, and specify other details. Select Status as Root Cause Analysis Approved. Click SUBMIT.
  4. On the PROBLEM RECORD LIST page, click the PR ID.
  5. On the PROBLEM RECORD details page, click the ROOT CAUSE ANALYSIS tab and edit the existing RCA. Click SUBMIT.
  6. The exiting RCA is getting revised successfully.
  7. On the ROOT CAUSE ANALYSIS tab, click the ADD NEW button to add new RCA. Click SUBMIT.
  8. A new RCA is getting submitted successfully.
  9. Select Problem > User > Problem Record List.
  10. On the PROBLEM RECORD LIST page, click Filters and select a Tenant, Workgroup, and specify other details. Select Status as Reviewed. Click SUBMIT.
  11. Repeat Steps 4-5. The exiting RCA is getting revised successfully.
  12. On the ROOT CAUSE ANALYSIS tab, click the ADD NEW button to add new RCA. Click SUBMIT.
  13. A new RCA is getting submitted successfully. 

Now, the Analysts cannot edit existing RCA or add new RCA for the Problem Records that are in any Status except Root Cause Analysis Submitted or Referred back for RCA.


Duplicate Incidents/Service Requests/Change Records were getting created due to multiple clicks on the SUBMIT button using the mouse or the Enter Key in the keyboard while logging a new Incident/Service Request/Change Record.

Incident Management:

  • New Incident page (Incident > User > New Incident)
  • NEW INCIDENT FOR USER page (Incident > User > Manage Incidents > New Incident for User)

Service Request:

  • New Service Request page (Request > User > New Service Request)
  • New Service Request for User page (Request > User > Manage Service Requests > New Service Request for User)

Change Management:

  • NEW CHANGE RECORD page (Change > User > New Change Record)
  • NEW CHANGE REQUEST page (Change > User > My CRs > New Change Request)

Now, only one record is getting logged when the user clicks the SUBMIT button on the new Incident/Service Request/Change Record page.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF05.

Issue

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)

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).