Customer Fixed Issues and Known Issues Denali SP1 HF13

Owned by Enterprise IT
May 08, 2024
12 min read

 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

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 HF13.

Issue #Issue DescriptionScenarioResolution
92698The Write Your Comments Here watermark has not appeared on the Feedback page of Incident.

Pre-requisites: 

  1. Login to application.
  2. Navigate to Incident > My Incident.
  3. Click Filter from the left pane.
  4. Select For Feedback option from the Status dropdown.
  5. Click Submit.

To view the incident details, click the Incident ID hyperlink. The watermark Write Your Comments Here was not appeared in the textbox.

The Write Your Comments Here watermark is appearing as expected.
93670In a change password e-mail notification, the password has appeared in an encrypted format.

Pre-requisites:

Enable Send Password Change Notification check box from the Access section of the User Details page.

When an administrator changed the password of a user. The password appeared in an encrypted format in the notification e-mail.

The changed password now appearing as expected in the change password e-mail notification.
92057The mapped workgroup for a user location is not appearing while raising a Service Request from Mobile Application.

Pre-requisites:

  1. Login to the application.
  2. Navigate to Admin > Form Builder.
  3. Enter the required details.
  4. Select the Log Service Request in User’s Location check box and map a workgroup for a user location.
  5. Click ADD and Submit the details.

Raising a Service Request from Mobile Application the Workgroup field is appearing blank which is a mandatory field.

In the Service Request Details page, the mapped Workgroup for a user's location is appearing as expected.
92148Notifications and alerts were being generated during the Maintenance window.In SummitAI application, entities must be in Maintenance Window where local time zone and the user time zone are different.No notifications or alerts are generated during the maintenance window.
91864When using DTAC - ERP integration tool, the customer was getting an error while using the “Add Asset” or the “Update Asset” features with API due to the invalid json request format for custom fields.NAThe customer is able to use the “Add Asset” or the “Update Asset” features with API without any error.
93100

When the user exports filtered data from Agent Online Report to an excel sheet, there was data mismatch.

The user can filter the data displayed in Agent Online Report using different filters. When the user applied date filter to the Report data, the filtered data is displaying correctly in the UI Screen. But when exporting the same data to an excel sheet, instead of the filtered data, the complete unfiltered Report data was getting exported.

Steps:

  1. Navigate to Reports > Asset Management > Agent Online Report
  2. Select Filters from the right Actions panel and set date filters.
  3. Click SUBMIT.
  4. The report is displayed as per the selected date filters.
  5. Click EXPORT ALL in the right Actions panel.

There is no data mismatch in the Excel report. The filtered data displayed in the UI screen is correctly getting exported to the Excel sheet.

89780

Issue 1:

On the RULE page, the values were not displayed for the Source drop-down field. Displayed No matches found.

Issue 2:

On the RULE page, under the GENERAL and ADDITIONAL INFORMATION tabs, the Custom Attributes configured under the Custom Groups were not displayed in the same order as configured in the Form Builder configuration page.

Preconditions:

  1. At Form Builder page, configure multiple groups and various custom attributes under those groups in the General and Additional Information tabs for a tenant that is completely configured for Incident Management module.
  2. Configure a rule for the same tenant to which multiple custom attributes are configured.


Steps:

  1. Navigate to Incident > Configuration > Others > Rule
  2. Select the same tenant to which multiple groups and customer attributes are configured.
  3. Click on the Rule Name link of the configured rule.
  4. Click on Source.

After the fix, the source values are displayed in the Source drop-down field.

Also, the custom attributes are displayed correctly in the same order as in the Form Builder configuration page.

91777There was a mismatch in the number of incidents reported in the Incident SLA by Workgroup Report page and the Incident List page when you click on any value.Prerequisites:
  1. Click Reports > Incident Management.
  2. Under Reports drop-down list, select Incident SLA by Workgroup Report.
  3. Click Filters and provide the select the dates between which you want the report and click Submit.
  4. Click on the value for the required workgroup and a popup appears.
The number of incidents reported in the Incident SLA by Workgroup Report page and the Incident List page when you click on any value are same.
92017

After exporting an asset to CMDB, if any update happens on the asset, the OS Installed date field was wrongly updated in CMDB record, even though this OS installed field does not contain any value in asset record.

Also, date in this field was shown wrong. The year in that date was starting from 1900 instead of the actual date.

This issue occurred when the asset that was exported to CMDB already existed in the CMDB. 

Now, OS Installed date field is displayed correctly after exporting the asset to CMDB.

90756

The invalid make value is getting exported asset to CMDB.

This issue was observed when asset make value is inactive state.

The issue is fixed.

92775

User were getting only Forms based Login survey URL even for SSO based configuration.

Hence, users with SSO based Login were unable to authenticate and submit the survey.


Prerequisites: 

User with SSO Login needs to submit the survey.

Users with SSO based Login can authenticate and submit the survey.

User are getting survey link even for SSO based configuration.
89385

Even though the Analyst was given access right to edit ALL incidents (by checking the option ‘Allow Analyst to edit all incidents’), clicking on the child incident of a workgroup for which the logged user is not an Analyst displayed error in the application.

Precondition:

1. Create multiple incidents and link them as child       incidents under a parent incident.

2. Provide "Allow Analyst to edit all incidents" access to Analyst.

Steps:

1.       Navigate to Incident > Incident List.

2.       Click on a child incident.

The application does not display any error to the Analyst on clicking any child incident.

92553

When the manager of a user is changed, the Asset Reconciliation mail was sent to the new manager correctly. However, the previous manager was able to take action on those assets.  The authority to take action should only be with the new manager and not with the previous manager.

When an asset is put in Reconciliation mode, its approval consent mail also goes to the user's Manager.

After the fix, whenever a new Manager is assigned to an end user, all the pending approvals from the previous manager get assigned to the new manager automatically. With this improvement, the previous managers cannot take action on end users’ assets.

91744

Asset Dashboard Warranty Report not able to display entire expired records on screen as there was no pagination. Also, the complete warranty expired records were not getting exported to Excel sheet on the corresponding button-click.

Steps:

  1. Navigate to Dashboard > Asset Dashboard
  2. Select the tenant.
  3. Scroll down to the Others section.
  4. Click on the number drill down of the WARRANTY EXPIRED tab.
  5. The DETAILS page of the warranty expired asset items is displayed.
  6. Click on the icon EXPORT TO EXCEL at the top right.
Pagination is available now for the Asset Dashboard Warranty Report and it displays the list of entire warranty expired assets. Also, the correct dataset is getting exported to the Excel sheet on button-click.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF12.

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).