Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Alps SP1 HF16. The bug fixes for the following bugs found in the 5.7 SP5 HF17 version are also merged with this release. Please refer to the respective Release Notes for details.

v5.7 SP5 HF1 7

#	Issue	Resolution
75752	An error "Error saving details." was displayed while updating accessories details on the UPDATE DETAILS page. This issue was occurring when a special character such as “&, <, or “ was used while adding the software details on the SOFTWARE DETAILS page. This issue also occurred for all the Non-fixed Asset categories.	Now, the software details are updated without any error message even if a special character is used while adding the software details on the SOFTWARE DETAILS page. This issue is fixed for all the Non-fixed Asset categories.
72421	Incorrect percentage of the uptime report was displaying for a Server. This issue was occurring when a new Server was added later in the month, and the report was taken for the complete month. Example: Consider the following scenarios: Server was added on 15^th June. Server was down from 15^th to 22^nd June. The actual uptime report of the Server was 50%. But the Application was considering the Server uptime report from 1^st June till 30^th June and displaying the uptime report of the Server as 25%, which is incorrect.	Now, the uptime report of the Server is considering only the date from which the Server is added and the actual downtime.
76547	On the FILTERS pop-up of the SERVER UTILIZATION REPORT page, the selected Service Entitlements value was getting changed to the default SELECT value.	Now, the selected Service Entitlements value is not changing to the default SELECT value on the FILTERS pop-up of the SERVER UTILIZATION REPORT.
76989	Push Report for the HDD UTILIZATION Report (Reports > IT Operations Management > Server Utilization Report > Click FILTERS on the ACTIONS panel > Select the required Tenant and Report Type as HDD > Click SUBMIT > Click PUSH REPORT on the ACTIONS panel > Fill all the mandatory details on the PUSH REPORT page > Click SUBMIT) was not getting triggered to the configured recipients.	Now, the Push Report for the HDD Report Type is triggering to all configured recipients.
76989	The data captured on the Push Report of the Network Devices and Network Link was not matching with data displayed on the NETWORK DEVICES DETAIL and NETWORK LINK DETAIL page (Reports > IT Operations Management > Availability and Utilization Trend Report > Click FILTERS on the ACTIONS panel > Select the required Tenant, Device Type as Network Device/Network Links, and Type Details as Availability > Click SUBMIT > Click PUSH REPORT on the ACTIONS panel > Fill all the mandatory details on the PUSH REPORT page > Click SUBMIT).	Now, the data on Push Report is matching with the data displayed on the NETWORK DEVICES DETAIL and NETWORK LINK DETAIL page.
74318	When Change Record is raised with the Approval required template, the approver names are reflecting twice in the APPROVAL STATUS table in the E-mail Notification Template.	Now, a new Approval Level column is added in the APPROVAL STATUS table in the E-mail Notification Template to avoid the approver name duplication. The Approval Level column displays the Approval Levels along with the Authorization details. Also, the previous and current approval details are displayed on the APPROVAL STATUS table. The same changes are done for the below approval types: CAB Approval Individual Approval Customer Approval User Selectable Approval
77970	The feedback reminder mail is not triggered to the Callers when Service Request is in Resolved/Closed status. This issue was occurring due to a technical error while running the SR_FEEDBACK_REMINDER job.	Now, the feedback reminder mail is successfully triggering to the Callers when Service Request is in Resolved/Closed status.
77997	The e-mail notifications configured in the workflow were not getting triggered while creating the Service Request through API. Also, the Service Request status was updated to New instead of Pending for Approval.	Now, the e-mail notifications related to the End User are triggered while creating the Service Request through API. Also, the Service Request status is getting updated to Pending for Approval.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Alps SP1 HF16.

Issue

The following two known issues are observed:

Duplicate Incidents are getting created while monitoring various parameters except for the CPU and Memory utilization. This issue occurs when an Analyst tried to resolve the Incident manually.
After configuring the Number of Polling on the ACTION TEMPLATE page, the Incidents are logged, and assigning incorrect Incident for the Events.

For Example:
Consider the utilization threshold values for Low, Medium, and High as 60%, 70%, 80% and Number of Polling for Incident Logging as 2. After the first polling there is a breach in Low threshold value and event gets created. On second polling there is High level breach and a critical event gets created.

The issue is, after the second polling an Incident is logged for the Low threshold breach and assigning the Incident to the Critical Event of the High threshold breach.

(#74254)

Consider a scenario where an Asset is first allocated to Multiple Users without Maker-Checker configuration and deallocated with Maker-Checker configuration. Again, the same Asset is allocated to Single User without Maker-Checker configuration. The Asset is displayed in the In-Store list instead of getting displayed in the Allocated Asset list. (#70998)

Bug Reproduction Steps:

Log into the Application.
Make sure that the Maker Checker configuration is disabled on the TENANT
Add an Asset. For more information on adding an Asset, see Adding Fixed Assets.
Select Asset > User > Manage Assets > Asset Inventory.
Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In-Store count.
On the FIXED ASSET list page, select the check box corresponding to the Asset and click ALLOCATE on the ACTIONS
On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Multiple User in the Allocate To field and specify other fields. Click SUBMIT.
Example:
Allocate the Asset to multiple Users, such as sam.123@symphonysummit.com, and john.1@symphonysummit.com.
On the TENANT page, enable the Maker Checker configuration.
Select Asset > User > Manage Assets > Asset Inventory.
Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, specify the filter criteria and search the same Asset that is Allocated in steps 4 to 7. Click SUBMIT.
On the FIXED ASSET list page, select the check box corresponding to the Asset and click DEALLOCATE on the ACTIONS panel.
On the DEALLOCATE FIXED ASSET page, specify the required fields and click In-Store count.
Make sure that the Asset Deallocation request is sent for approval on the Maker-Checker Approval page.
Log into the Application as Checker Approver.
Approve the Asset on the MAKER-CHECKER ASSET APPROVAL For more information on approving Maker-Checker Asset, see Approving Asset Using Maker-checker.
Log out and log into the Application as an Administrator.
On the TENANT page, disable the Maker-Checker configuration.
Select Asset > User > Manage Assets > Asset Inventory.
Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In Store count.
On the FIXED ASSET list page, select the check box corresponding to the same Asset that was allocated to Multiple Users and click ALLOCATE on the ACTIONS panel.
On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Single User in the Allocate To field and specify other fields. Click SUBMIT.
On the FIXED ASSET page, specify the filter criteria for Status as Allocated and click SUBMIT.
On the FIXED ASSET page, the Asset is not displaying in the Allocated Assets list.
On the FIXED ASSET page, specify the filter criteria for Status as In-Store and click SUBMIT.
On the FIXED ASSET page, the Asset is displaying in the In-Store Asset list.

The Incident Description is getting cropped when an Analyst (with edit-rights) is editing the Incident Description using the Google Chrome browser. (#69984)

Bug Reproduction Steps:

Log into the Application as an Administrator.
Select Admin > Basic > Infrastructure > Tenant.
On the TENANT page, specify the Filters criteria.
On the TENANT LIST page, select a Tenant and click CONFIGURE DETAILS under ACTIONS panel.
Select INCIDENT MANAGEMENT under MODULES and select Allow Analyst to Edit Description check box under the For Analyst section.
Log into the Application as an End User.
Select Incident > User > New Incident.
On the New Incident page, in the Description fields enter text and an image copied from Web or other sources. Specify the other fields and click SUBMIT.
Note:

Make sure that the Description field includes both an image and text.
Log into the Application as an Analyst using the Google Chrome browser.
Select Incident > User > Manage Incidents > Incident List.
On the INCIDENT LIST page, specify the Filter criteria and open the same Incident.
Verify the Description field content. The Incident description is getting cropped.

The Username, E-mail ID, Emp Id, and values for few of the columns are not displayed in the columns under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page when the Checker refers back Assets of Deallocation Transaction type.(#67805)

Precondition:

Make sure that the Asset is allocated to Single User with Maker-checker.
Make sure that the Asset is sent for Deallocation and Checker refers back the Asset.

Bug Reproduction Steps:

Log into the Application.
Select Reports > Asset >Maker-checker Dashboard.
On the FILTERS pop-up page, select a Tenant, Location, and specify Referred Back in the Status. Click SUBMIT.
On the MAKER-CHECKER DASHBOARD page, click Deallocated count hyperlink.
Check the Username and E-mail ID for the Asset. The Username, Email ID, Emp id and values for few of the columns are not displaying under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page

On the FIXED ASSET INVENTORY page, only added Assets with Maker Checker configuration are displayed when Referred Back is selected in the Checker Status drop-down list on the FILTERS pop-up page. (#65848).

Required configuration:

Log into the Application
Select Admin > Infrastructure > Tenant.
On the TENANT LIST page, select a Tenant.
On the TENANT page, click CONFIGURE DETAILS under ACTIONS panel.
Select ASSET MANAGEMENT under MODULES.
Select Enable Maker-Checker check box.

Bug Reproduction Steps:

Select Asset > Manage Assets > Asset Inventory.
On the ASSET INVENTORY page, select FIXED under SELECT THE ASSET TYPE.
On the FIXED ASSET page, select a Tenant.
On the FILTERS pop-up page, select Referred Back in the Checker Status drop-down list. Only the added Assets with Maker Checker configuration are displayed.

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.

Overlapping of content is observed on the Pagination bar of all the pages having lot of records (typically in the range of 5 digits).

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.

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).