Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Sierra SP1 HF27.

Service Management
Agentless Discovery

Service Management

Issue ID

Issue Description

Scenario

Resolution

92374

Unparsed e-mails were not sent to the deleted or unparsed folder and were stuck in the mailbox itself.

Hence, the following error message was displayed instead of receiving the e-mail:

“Object reference set to be an instance of an object.”

Prerequisites:

In an e-mail account configured for Office 365 API Server Type, a new custom folder should be created.
Navigate to Admin > Advanced > Notifications > Mailbox. Configure Action for Unparsed E-mails as Move To Folder and select the Folder Name as the name of the above created custom folder.
Navigate to Admin > Notifications > Notification Parser. Under CONFIGURE PARSING CONDITIONS on NOTIFICATION PARSER details page, configure From E-mail ID as registered user e-mail ID.
E-mail parsing job should be running.

Steps:

As a registered user whose e-mail ID doesn't match the e-mail ID configured at From E-mail ID field, send an email to the configured O365 API mailbox.
Wait until the E-mail Parsing job finishes.

Unparsed e-mails are sent to the deleted or unparsed folder without any error message.

102900

Analyst was facing issues with configured Auto reject to Service Requests (SRs), as few rejected SRs were not getting captured in the Service Request History and mail history under Change History popup page on the Application.

Examples of rejected SRs: SR20228, SR20686, SR20088, SR19992.

Steps:

Log in to the application as an Analyst.
Create Catalog and configure Auto Reject in workflow creation.
Create SR with same Catalog. The SR gets rejected automatically.
Navigate to Service request list.
Click the SR ID.
Open SR Details Page. Click the Change history under the Action.
Verify Change History for SR Auto Reject.

The Auto Reject SRs displays Rejected status in the Service Request History and mail history under Change History popup page on the Application after the resolution.

Agentless Discovery

Issue ID

Issue Description

Scenario

Resolution

104623

Analyst was facing an issue as customized ports (22022, 22000,11250, 1255) were not discovering in the Asset Discovery.

Steps:

Navigate to Admin > DISCOVERY .
Select the name of the proxy from the drop-down list of Discover From (Proxy) and enter the Job Name.
Mention the Type as Subnet.
Enter the subnet range in Subnet From and Subnet To field sections.
Select ICMP from the drop-down list of Ping Protocols.
Navigate to Extended Discovery > SSH.
Select SSH user and enter the port number.
Click SUBMIT.

Analyst successfully discovers the customized ports using Asset Discovery and it is working properly in all related attributes as expected.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF27.

Issue
In the Asset Depreciation by Category Report, depreciation amount is not getting debited from Opening Balance for Vehicle category and hence the depreciation calculation is incorrect. Note: This issue occurs only for quarterly or monthly basis for Asset Depreciation by Category Report. (# 86182)
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: Include the inactive options (Inactive fields > Select Options tab > Include the Inactive Options). Map the options with the Parent and click NEXT. Click SAVE. Open the same Form again. Map the parent and child and click NEXT Click SAVE.
When you add a new label in the network topology (View) then the complete view is Zooming Out to a certain level. It displays the devices in smaller size rather than the actuals. But after saving the View, it displays the devices in normal size. Note: This issue is not occurring every time. It only occurs when there are 2 to 4 devices in the view having discovered link between 2 devices. (#86191)
After saving network topology, the devices which are present in view are slightly changing its position even if you specify correct co-ordinates. Note: This issues occurs when all the devices are plotted in one side of the view. (#86377)
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: Log into the Application as an Administrator. Select Admin > Basic > Infrastructure > Form Builder. Select the Tenant and Module as Incident Management. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel. Click NEXT. Under the FORM BUILDER tab, click or drag and drop the Dropdown control. Select the Option as Common Master or other type except for the Manual. Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual. Select the Country and add the State for it and select a State as Default for the Country. Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual. Select the State and add the Cities for it and select a City as Default for the State. Click NEXT. Under the PREVIEW tab, ensure all the custom fields, and click SAVE. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page. Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User. 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. Configured Child values are displaying even though the Parent field value is not selected.
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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