Customer Fixed Issues and Known Issues Denali SP1 HF14

Owned by Enterprise IT
May 08, 2024

 Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali SP1 << Denali SP1 HF01 << Denali SP1 HF02 << Denali SP1 HF03 << Denali SP1 HF04 << Denali SP1 HF05 << Denali SP1 HF06 << Denali SP1 HF07 << Denali SP1 HF08 << Denali SP1 HF09 << Denali SP1 HF10 << DENALI SP1 HF11 << Denali SP1 HF12 << Denali SP1 HF13

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.

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Denali SP1 HF14.

Service Management

Issue #Issue DescriptionScenarioResolution
89897While creating new Auto Configuration Settings for a Problem record, even though the user selected all Workgroup, Category, Classification, Priority, Resolution Code, Closure Code and Configuration Items, all values were not retained in the created configuration record.

Precondition:

More than 30 Workgroup, Category, Classification, Priority, Resolution Code, Closure code and Configuration items must be configured for a Tenant.

Steps:

  1. Navigate to Problem > Auto Creation Settings.
  2. Click ADD NEW in the Action panel to create a new configuration record.
  3. Enter all the mandatory fields.
  4. Select all Workgroup, Category, Classification, Priority, Resolution Code, Closure Code, and Configuration Items for the problem record.
  5. Click SUBMIT & then click SHOW LIST on the Action panel.
All selected Workgroup, Category, Classification, Priority, Resolution Code, Closure Code and Configuration Items values are retained in the newly created configuration record.
93058

Multivalued dropdown control added to a Service Catalog displayed values to end user that were removed or deleted.

Steps:

1. Create a Service Catalog with a Group having a Multivalued            dropdown as one of its fields and enter values in it.

2. After saving and publishing the Catalog, delete some values            from the drop-down and republish it.

3. Login to the application as an end user and navigate to                  Request > New Service Request > Tenant.

After the resolution, once deleted values are no longer displayed in the multivalued dropdown list.
93736The Lead Period check was not happening while submitting a Change Record which was created prior with another Change Type. Even if the user was selecting Planned Start Date that was not beyond the Lead Period after modifying the Change Type, the system was not displaying any validation message.

Precondition:

The application must have at least two different Change Types configured with two different lead periods.

Steps:

  1. Navigate to Change > New Change Record.
  2. Enter all the mandatory details including Change Type of the CR. Click SUBMIT to create the CR.
  3. Alter the Change Type of the CR with a different lead time and select Planned Start Date that falls before the configured lead period of the new change type.
  4. Click SUBMIT.
The system is displaying validation message and does not allow the creation of a CR if the planned start date is ahead of the lead period after modifying the Change Type of the CR.
89801Changes made in the Notification Template was not being reflected at back end.Any change made to "Unparsed Incident Update to Caller (Mail to Ticket)" mail template was not reflecting. The changes made in template was not reflected instead default template was picked.Changes made in Notification template along with edits is successfully reflecting.
86895

Izenda6 Report e-mail was getting triggered one hour earlier every day, as per configured scheduled time.

This issue was happening for Daylight Saving Time (DST) zones.

Prerequisites:

  1. Navigate to Report.
  2. Click icon to create any new izenda report.
  3. Click on edit icon > MISC > Schedule. Specify the time.

Izenda6 Report e-mail is now not getting triggered one hour earlier every day. It is getting triggered as per the configured scheduled time.

Note: Add the following key in the config file to work with Daylight Saving Time (DST) zones:

 <add key="Izenda:IsDST_forScheduler" value="true" />

93776

Inactive PIR Reviewer was not displaying any configuration details and fields were displayed as blank on PIR REVIEWER page under DETAILS section.

Prerequisites:

  1. Navigate to Change > Configuration > PIR Reviewer. The PIR Reviewer page is displayed. Select the required Tenant and click Add New. The PIR Reviewer page is displayed. Configure the PIR Reviewer.

  2. Navigate to Admin > Users > User List. Click on the required USER ID. Under GENERAL DETAILS section, uncheck the Active checkbox. Click SUBMIT.

  3. Navigate to Change > Configuration > PIR Reviewer and open the same PIR reviewer configuration. 

Inactive PIR Reviewer displays the required configuration details on PIR REVIEWER page under DETAILS section.

92463

Incident SMS notifications was getting delivered to the inactive users also along with the active users.

Prerequisites:

  1. Navigate to Incident > Configuration > Others > SMS Notification.

  2. Select the required Tenant. Click Add New under ACTIONS. Fill in the required details and select the checkbox Active under Notification to configure SMS notification for the active users.

Incident SMS notifications is now getting delivered to active users only.

93026

The following columns were not getting displayed in the triggered Push Report for the Open Incident Report.

  • Status
  • Pending Reason

Prerequisites:

  1. Navigate to Reports > Incident Management > Open Incident Report.

  2. Select Detailed tab. Click PUSH REPORT under ACTIONS.

The following columns are successfully displayed in the triggered Push Report for the Open Incident Report.

  • Status
  • Pending Reason
92593

Inactive Analyst was still displayed in the list of Assign To drop-down list for the Work Order.

Prerequisites:

  1. Navigate to Admin > Users > User List. The USER LIST page is displayed. Select a user who has Analyst access. Click on the User ID. The USER ID details page is displayed.

  2. Uncheck the Active checkbox under GENERAL DETAILS. Click Submit.

  3. Navigate to Incident > Manage Incidents > Incident List. Click on Incident ID. The Incident List page is displayed. Navigate to Relationship tab > Create drop-down > Work Order to create a Work Order.

  4. Under the ASSIGNMENTS section, select the same workgroup from which Analyst was disabled and click on Assigned To drop- down. 

Inactive Analyst is not displayed in the list of Assign To drop-down list for the Work Order.

93269

On the Configuration Item List page, while opening CMDB, the following error message was getting displayed for the end-user.

“Oops! An error occurred.” 

Note: This issue was happening when the User Access Configuration was enabled. (CMDB > Configuration > User Access Configuration).

Prerequisite:

Navigate to CMDB > User > Configuration Item List. The Configuration Item List page is displayed.

On the Configuration Item List page, the end-user is able to open CMDB without any error message.
93919

When the Service Requests (SR) was set to auto approval, it was not moving to “In Progress” status automatically and was not getting assigned to the engineer after auto approval.

When the SR is approved by the Approver, the status was changing to “In Progress”. But when it was in auto approval, the status was seen as “Pending for approval entry”.

Prerequisites:
  1. Ensure that the following are configured: 
    1. Catalog is configured with Auto approval configuration.
    2. SR auto approval job is running.
    3. Default analysts are configured at the tenant level.
  2. Log in to the application as an end-user and create the SR for the above configured catalog.
  3. Once the SR is auto approved, check the status of the SR. 
  4. SR must move to "In progress" state, but it is moving to “New” status.
The Service Requests (SRs) set with auto approval are getting approved correctly and the status is moving to “In Progress” as expected.
98470No values or data were displayed when the dropdown list in the Filters of the Incident List page was clicked.Prerequisites:
  1. Click Incident > User > Manage Incidents > Incident List.
  2. Click on Filters.
  3. Click on a dropdown list.
Values or data is displayed successfully when you click the dropdown list in the Filters of the Incident List page.
93303

The configured auto RCA escalation e-mail notifications are not triggered when the RCA deadline is not met.

Prerequisites:

  1. Configure the auto-escalation email configuration.
  2. Schedule PM auto-escalation.
  3. Create a PR.

If the configured deadline is not met, the auto-escalation e-mail notifications are not triggered to the respective PM.

The configured auto-escalation email is triggering without any issue.

92756

An error message “You do not have access to this page” is displayed when a user performs the release ticket approval.

Prerequisites:

User should not have the Release Record page access.

Steps:

1.       Login to the application.

2.       Access a release record from Notification icon.

3.       Click the approval ticket and release record.

Issue: On clicking the Approval notification user is encountering following error message:

 "You do not have access to this page. Please contact administrator".


An End User and a Business Analyst could access and provide approval to the release ticket.

92770When the Data Offset value for Time Zone was changed in the Reports to change the user time zone, the Data Offset value was automatically resetting to 5.5 after four to five minutes and the report was getting generated as per IST time zone. 

Prerequisites:

  1. Izenda7 job must be running on the server monitor.
  2. Click Reports > Advanced Reports > Settings > User Setup.
  3. For Time Zone, Change the Data Offset value from 5.5 to the respective time zone value.
The Data Offset value is not changing to 5.5 and the respective time zone is also not changing.

Asset Management

Issue #Issue DescriptionScenarioResolution
93943

The Deallocate option was also available to the Analyst while giving access to the Delete option.

The Role Template decides the access rights of a user on different actions such as ‘Allocate’, ‘Deallocate’, ‘Update’, ‘Delete’, etc. Even though the corresponding Role template was not given access rights to Deallocate option, this option was also available to the Analyst whenever access rights to Delete option was given.

Prerequisites:

Create a Role template and give access only to ‘Deallocate’ option of the Asset Management module.

Steps:

  1. Login to the application in the above created Role template.
  2. Navigate to Asset > Asset Inventory.
  3. Select the Tenant.
  4. Click on the count drill down of any allocated asset.
The Deallocate option is correctly available in Asset Inventory page for the mapped Analyst.
90261

Unable to reactivate assets in bulk using Excel template.

In the past if Analyst had done multiple reactivations of asset using Custom Action page, the reactivation of assets in bulk using the system defined Excel template was not getting done. The application was displaying ‘License exceeded’ message even though the license was available.

Precondition:

1. Perform multiple reactivations of asset using      Custom Action page.

Steps:

1. Navigate to Asset > Import > Custom Action.

2. Select the Tenant, Action Type as ‘Re- Activate Asset’.

3. Click Upload icon in the Source field to upload Excel template with asset data to be    imported. Click SUBMIT.

4. Select ‘Re-activate Asset’ sheet, map the fields under MAPPING tab, click NEXT button.

5. Select the displayed Asset items in the PREVIEW tab to upload.

6. Click UPLOAD ASSETS in the Actions panel.

After the resolution, the analyst is able to upload assets in bulk using Excel template to activate them without any license issues.


IT Operations Management

Issue #Issue DescriptionScenarioResolution
94160

Hardware Health Monitoring feature used for monitoring Environmental Parameters (such as Power Supply Status, Fan Status, Temperature) was not showing the correct status when it goes down.

When any of the sensors goes down, the current status was not shown and instead the status was shown as Up (status on that day) only.

Prerequisites:

Note: The network device or server should have HW Health Monitoring enabled to have this issue.
  1. Click Operations > User > Views > Server View.
  2. Click Filters and select the Tenant and the required filters. Click Submit.
  3. Click on any network device or server.
  4. Click on H/W HEALTH.
Note: The HW Health Monitoring can also be verified for the Network device in the same way as above.
Hardware Health Monitoring feature used for monitoring Environmental Parameters is showing the correct status (current status) even when it goes down. 

Platform

Issue #Issue DescriptionScenarioResolution

93828

The Service Request (SR) status is marked as ‘New Status’ when the SR is created through the mobile app.

Prerequisites:


  • Create Two Levels of Approvers in the workflow.
  • Select 'User Group’ for both levels.
  • Publish the catalog.

 Steps:

  1. Login to Mobile App
  2. Click ‘New Service Request’
  3. Select a Tenant
  4. Enter the required details and click Submit.

 The newly raised SR status appeared as ‘New Status’ instead of ‘Pending for Approval’status.

The newly created SR status through the mobile app is appearing as expected functionality.

Orchestration

Issue #Issue DescriptionScenarioResolution

95428

When the password was specified against a Script parameter with Data Source as Password in Step 2 - Configure Actions tab of Orchestration page, the password was not getting encrypted in the backend. Instead, the password was saving as a plain text.

Prerequisites:

  1. Click Admin > Advanced > Automation > Orchestration.
  2. In the ORCHESTRATION page, click on any one of the orchestrations listed or add new Orchestration.
  3. Click Step 2 - Configure Actions tab and perform one of the following steps:
    1. Click on the Edit symbol for one of the actions listed in the table at the end of the page.
    2. Fill the details and select a script in the Script Name dropdown list.
  4. One or more parameters will be displayed for the selected script. For one of the parameters, select Password from the Data Source dropdown list, enter the password value in the Data Field, and click Submit.

The new saved password must be saved in an encrypted format but it is saving as plain text.

When the password was specified against a Script parameter with Data Source as Password in Step 2 - Configure Actions tab of Orchestration page, the password is now getting encrypted in the backend. Encrypted password now provides more security than earlier password saved as plain text.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF14.

Issue NoIssue DescriptionScenarioWorkaround <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 the User Selectable approver approves 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.

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