Customer Fixed Issues and Known Issues Sierra SP1 HF14

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 << Sierra SP1 HF05 << Sierra SP1 HF06 << Sierra SP1 HF07 << Sierra SP1 HF08 << Sierra SP1 HF09 << Sierra SP1 HF10 << Sierra SP1 HF11 << Sierra SP1 HF12 << Sierra SP1 HF13

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 HF14. 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

84177

On the ASSIGNED TO WORKGROUP page, when a user clicks any hyperlink under the Incidents column, the INCIDENT LIST was not fetching data and showed a No Data error.

This issue occurs if the ‘From Date’ and ‘To Date’ fields have the same date selections in the Filters option.

Example: From Date: 2021-03-15 and To Date: 2021-03-15

Now, the data is displaying on the INCIDENT LIST, when a user clicks any hyperlink under the Incidents column in the table.

83690

On the INCIDENT SLA BY WORKGROUP REPORT page, when a user clicks any hyperlink under the Met or Missed or Total column, the INCIDENT LIST was not fetching data and showed a No Data error.

This issue occurred if the ‘From Date’ and ‘To Date’ fields have the same date selections in the Filters option.

Example: From Date: 2021-03-15 and To Date: 2021-03-15

Now, the data is displaying on the INCIDENT LIST, when a user clicks any hyperlink under the Met or Missed or Total column in the table.

84054

On the NOTIFICATION PARSER page, if multiple E-mail IDs were configured in the Restrict E-mail IDs field then the configuration was not considered (does not reject the mails from said E-mail IDs) and the E-mails were parsed into Incidents. However, if a single E-mail ID was entered in the Restricted E-mail IDs field, the E-mails from that ID were being rejected.
The NOTIFICATION PARSER page can be accessed using Admin > Advanced > Notifications > Notification Parser.

Now, the issue is resolved, and the functionality is working as expected. 


83056

Prerequisites:

  1. Configure a Customer SLA Matrix for a particular Tenant. Make sure that the Location and Customer values are the same as that of the caller of the Incident.
  2. Configure a mailbox for the same Tenant for which Customer SLA Matrix is configured.
  3. Configure a notification parser for the mailbox. Make sure that on the NOTIFICATION PARSER page, under the DEFAULT CONFIGURATION section, the Workgroup and Priority should be the same as configured in the Customer SLA Matrix.
  4. Log an Incident through Mail to Ticket functionality.

Issue:

On the Incident List page, for the newly created Incidents (incident with New status), the Remaining SLA Time column was showing the remaining SLA time based on the default value of priority even though the Customer SLA Matrix is configured. This issue occurred when an incident is logged through Mail to Ticket functionality.

Now, the Remaining SLA Time column is showing the SLA time based on the configured Customer Matrix.

83747

On the PUSH REPORT page, the Next Run Date was displayed a day earlier than the selected Start Date. This issue occurs when a user in the EST Time Zone schedules a Push Report for a particular date.

Now, the issue is resolved, and the Next Run Date is displaying correctly.


84516

Prerequisites:

  1. Create a catalog with Group.
  2. Specify the Group Label with more than 50 characters.
  3. Add a drop-down control under the Group and manually add drop-down values.
  4. Publish the catalog.
  5. Raise a Service Request using the above-published Catalog.

Issue:

On the New Service Request page, the drop-down values were not displayed when a Service Request is created using a Catalog that contains a Group and group Label comprising more than 50 characters. 

The New Service Request page can be accessed using Request > User > New Service Request > Select the required Tenant > Select a Catalog.

Now, on the New Service Request page, the drop-down values are displaying irrespective of group label name characters length.

82620

The SR DASHBOARD Report was taking too long to load the data; hence the report was not generated quickly.

The SR DASHBOARD report can be accessed using Reports > Service Request > Dashboard.  

Now, the query associated with the SR dashboard report is optimized to generate the report faster.

81452

The Application Controller functionality was not working when the Customer added several softwares on the CREATE/UPDATE PROFILE page. This issue occurred because the Profile.dtls file was not created in the user’s machine and network utilization was high in the Proxy server.

Now, the application controller functionality works correctly even when the Customer add several softwares on the CREATE/UPDATE PROFILE page.

83660

During auto resolution of Incident ticket, the ticket details were overwritten with the values configured on the AUTO-RESOLUTION INCIDENT pop-up page even though the Do Not Overwrite Values check box was selected.

Now, the Incident ticket details are not overwritten with the values configured on the AUTO-RESOLUTION INCIDENT pop-up page.

83130

Prerequisites:

  • For the Service Request Management module, configure the Drop-down custom attribute, and add drop-down values (Manual).
  • Inactive some of the added drop-down values.

On the SERVICE REQUEST DETAIL page, under the GENERAL tab, inactive values were displaying in the drop-down field (custom attribute).

Now, the inactive values are not displayed in the drop-down field (custom attribute).

84177

After applying the filters on the KR STATUS REPORT, an error message “Oops! An error occurred” was displayed.

Now, the KR STATUS REPORT is displayed without any error message.

84394

After an SR was approved by the configured Approver(s), the SR update e-mail notifications were not triggered based on the configuration done in the workflow of the selected Service Catalog.

Now, post the approval of the SR, the SR workflow e-mail notifications are triggered based on the configuration done in the workflow of the selected Service Catalog.

82677


When the user clicks the Work Order ID link from the received E-mail Notification template, the link was not working.

 This issue occurs only when the SR was created through API and Work Order was generated automatically.

Now, the Work Order ID link is working.

84888

When user clicks on the Izenda 6 Report for Incident, the filter options were not loading.

Now, the filter options are loading.

83569

Issue 1:

In the Network View page, in the Drawing board, the customer wanted the Core Switch & Cloud icons to be bigger.

The Network View page can be accessed using Operations > User > Networks > View > 

Issue 2:

In the Network View page, in the Drawing board, the customer wanted the Link thickness to be increased.

The Network View page can be accessed using Operations > User > Networks > View > Edit View

Solution 1:

On selecting the icon and clicking Modify, the option to Edit Node shows up. At the bottom of the Edit Node pop-up, Dev has provided a new field to increase the size of the icons. User can set the icon size between 0 to 50 in the field.

Solution 2:

On selecting the icon and clicking Modify, the option to Edit Connector shows up. Here, Dev has made the Connector Thickness field editable. User can edit the thickness of the links by entering a size between 1 to 9.

83509

Customer was receiving "USP_AvM_PopulateStatus" error logs for Stored Procedure (SP) of status monitoring.

After the fix, the customer is not receiving error logs for status monitoring SP.

81381

Customer is unable to update the Interface Capacity (KBPS) field details.

Access: Operations > configuration > General > Master Settings

In the Master Settings Page, go to the Filters drop down, select Tenant, and then select Device Type as Network Interface and click Submit. Under Network Interface tab, you will see a list of interfaces under Available interfaces box. Select the interfaces by clicking on the adjacent checkbox and add them to the Selected interfaces box. In the Configuration Details section, you will find the Interface Capacity (KBPS) field.  		Customer is now able to update the Interface Capacity (KBPS) field details.
84461Domain conflicts occur when the customer's application is hosted in one domain and their third-party API is hosted in another domain. If the application was hosted as a default website, without creating any virtual directory then the functionality would not work cross domain.

Now, while making an Ajax call with sensitive information (using server-side call, not a direct call with browser), you can include the following parameters.

  1. Request Type (Get or Post) (requestType)
  2. Pass Header Details (headers)

Example Code for requestType and headers

var JsonWsparams ="{\"url\":\"#url#\",\"method\":\"#method#\",\"params\":\"#params#\",

\"requestType\":\"#requestType#\",\"headers\":\"{\\\"Authorization\\\":\\\"#Authorization#\\\"}\"}"

Known Issues 

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

Issue

Under the MAPPING tab of the IMPORT ASSET page, when the Analyst selects a Source value from the drop-down list for the Destination field and clicked the GENERAL tab without submitting the form, and navigates again to the MAPPING tab, then the source values that were selected previously are not populated in the drop-down list. 

This issue is observed while adding or updating multiple Assets using an Asset Import Template. 

The IMPORT ASSET page can be accessed using Asset > User > Manage Asset > Import > Import Asset > Under GENERAL tab, select the required options > Select Import Type as Add or Update > Upload the Asset Import Template into excel format and click SUBMIT > Select the sheet from which you want to import the Assets > Under the MAPPING tab, select the Source value from the drop-down list for each Destination field.

(#79588, 79587)
Whenever the Bulk Allocation of Fixed Asset was failing, allocation details are not getting captured in the Previous Allocation details page. This issue is occurring when Fixed Assets are allocated with incorrect location details. However, for Consumable and Accessories, the same issue is not encountered. (#78218)

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:

  1. Include the inactive options (Inactive fields >  Select Options tab > Include the Inactive Options).
  2. Map the options with the Parent and click NEXT.
  3. Click SAVE.
  4. Open the same Form again.
  5. Map the parent and child and click NEXT
  6. Click SAVE.

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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the Dropdown control.
  7. Select the Option as Common Master or other type except for the Manual.
  8. Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.
  9. Select the Country and add the State for it and select a State as Default for the Country.
  10. Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.
  11. Select the State and add the Cities for it and select a City as Default for the State.
  12. Click NEXT.
  13. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  14. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  15. Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.
  16. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  17. 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.
  18. Configured Child values are displaying even though the Parent field value is not selected.

The configured default value of the multi-valued drop-down field on the FORM BUILDER page is not displaying as a default value under the multi-valued drop-down field on the Incident details page while logging an Incident. (#73235)

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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the MV Dropdown control.
  7. Select the Options value as Manual and set one option as default value.
  8. Click NEXT.
  9. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  10. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  11. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  12. 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.
  13. The configured default value of the multi-valued drop-down field is not displaying.

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)

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).