Customer Fixed Issues and Known Issues Sierra SP1 HF13

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

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 HF13. 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

82075

There is a count mismatch between the total count displayed with a hyperlink and the number of Change Records displayed on the CHANGE RECORD LIST pop-up of the Change Record Workgroup Report.

Example:

If the total count displayed with the hyperlink is 13, the total number of Change Records on the CHANGE RECORD LIST pop-up is displaying as 15, which is a mismatch.

Now, the total number of Change Records on the CHANGE RECORD LIST pop-up is matching with the hyperlink.

81678

When a user clicks ‘Met/Missed’ hyperlinks in the table, no data appears on the Incident SLA by Customer Report page. 

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

Now, the data is fetched and appears when the user clicks the ‘Met/Missed’ hyperlinks from the table on the Incident SLA by Customer Report page.

82271

While viewing the KB articles, an extra space was displayed before the table in the KB articles.

This issue occurred only if the table is present in the KB articles.

The extra space is not displayed anymore.

82505

An error message “Oops and error occurred” was displayed on the WORKGROUP page when the user selects the workgroup from the Show List.

This issue occurs if the Change Management module is enabled and if the Username was added under the Additional Owners on the Workgroup page.

Now, the “Oops and error occurred” message is not displayed on the WORKGROUP page when user selects the workgroup from the Show List.

82296

Incorrect information was displayed in the Analyst column on the My Service Request Details page, under the Work Order Detail section.

Example: 

Caller information was available instead of Analyst information in the Analyst column.

Now, the Analyst information is displayed in the Analyst column.

82633

Users were unable to attach the files with extension type such as .xlsb and .xlsm on the SR Catalog or Analyst page.

Now, the users can attach the file types provided in the Issue description.

81980

Users were unable to attach the protected view files such as excel, word, and powerpoint on the Analyst pages.

Now, the users can attach the protected view files on the Analyst page successfully.

82620

There was a time delay while loading the data on the DASHBOARD report page of the Service Request module.

Now, the data is displayed without any delay on the DASHBOARD report page of the Service Request module.

81948

An Asset reconciliation approval e-mail notification was being sent to the Approver for a second time even though the Approver had already referred back the reconciliation approval request for the same asset.

Now, if the Approver refers back the reconciliation approval request, then the e-mail notification for the same request is not being sent again until it is resubmitted by the user.

82552

While importing the assets from the IMPORT ASSET page, the application was not prompting any error message even though the uploaded excel sheet comprised duplicate values for the unique fields. 

Example:

The Serial Number of the Asset must be unique for each Asset. While importing the Asset using the excel sheet, if the two records were available with the same Serial Number then the application was not showing any error.

Now, if the uploaded excel sheet comprises duplicate values for the unique fields, then the application prompts a pop-up message “Duplicate Asset records are discarded”.


81746

On the ASSET TRANSACTION DETAILS REPORT, an error message, “Oops ! An error Occurred“ was displayed after applying the Location criteria on the FILTERS pop-up.

Now, based on the Location criteria, the report is displayed without any error message.

79361

Push Report for the SR Feedback Report was not getting triggered to the configured recipients.

The FEEDBACK REPORT can be accessed using Reports > Service Request > Feedback Report and PUSH REPORT page ( Reports > Service Request > Feedback Report > Click PUSH REPORT on the ACTIONS panel > Fill all the mandatory details on the PUSH REPORT page > Click SUBMIT).

Now, the Push Report for the SR Feedback Report is triggering to all configured recipients.

78149

Even after configuring the Enable Auto-Assign Requests check box on the TENANT page for the Service Request module, the logged SRs of the configured Tenant were not automatically assigned to the Analyst with the least number of assigned SRs.

Now, after configuring the Enable Auto-Assign Requests check box on the TENANT page, the SRs of the configured Tenant are automatically assigned to the Analyst with the least number of assigned SRs.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF13.

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).