Customer Fixed Issues and Known Issues Sierra SP1 HF10

Owned by Enterprise IT
May 08, 2024

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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 HF10. 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

76519 

Prerequisites:

Configure the Recurring Incident Job at Custom Scheduler page for a particular tenant(For example: Information Technology), Caller, and Workgroup.

Issue:

An error “Job option already exists!” was displayed when the Administrator was configuring a Recurring Incident job for other Tenants. Due to this, the Administrator was not able to configure multiple Recurring Incident Jobs.

However, the expected functionality allows the Administrator to configure multiple Recurring Incident jobs for the same or different Tenants.

Now, the Admin can configure multiple Recurring Incident Jobs for same or different Tenants without any error.

76962

On the New Incident page (Incident > User > New Incident), while typing the Symptom in the Symptom field, the list of rules relevant to the Symptom is displayed from the configured list of rules. When the End User presses the Tab button on the keyboard, the first rule was getting selected from the pop-up list instead of moving from one form field to the next one.

Now, by pressing the Tab button, the control is successfully moving from one form field to the next.

77073

The Auto Incident Cancellation e-mails were not getting triggered to the Caller and Analyst. This issue was occurring while converting an Incident to a Service Request.

Prerequisites: 

  1. Enable Auto-Cancel Incident option on the TENANT page (Admin > Basic > Infrastructure > Tenant > Select the required Tenant > Click CONFIGURE DETAILS on the ACTIONS panel > Select INCIDENT MANAGEMENT from MODULES > Expand For End Users section > under the CONVERT INCIDENT TO SERVICE REQUEST OPTIONS section).
  2. Log in to the Application as an End User.
  3. Log an Incident by selecting the Tenant selected in step 1.

Bug Reproduction Steps

  1. Log in to the Application as an Analyst.
  2. Select Incident > User > Manage Incidents > Incident List.
  3. On the INCIDENT LIST page, select the above logged Incident.
  4. On the Incident ID page, click CONVERT TO REQUEST on the ACTIONS panel. A pop-up message " The Incident is canceled automatically after the Service Request is created. The Service Request should be resolved manually. Do you want to create service request?" is displayed.
  5. Click OK. The New Service Request For User page is displayed.
  6. Fill in the mandatory details and click Submit. A pop-up message "Service Request SR# is successfully created for this Incident." is displayed along with the OK button.
  7. Click OK. The Incident Cancellation e-mail is not sent to the Caller and Analyst.

Now, the Auto Incident Cancellation e-mails are triggering to the Caller and Analyst.

77241

On the Approve Service Request page (Request > User > Approve Service Requests), the Custom groups configured for approver were not displayed in the order configured in the Catalog.

Now, the Custom Groups are displaying the same order as configured in the catalog.

76117


HTML tags were getting displayed in the Solution column on the Daily Service Request Report. This issue was occurring when the excel attachment was opened from the Push Report email.

Prerequisites:

Configure the Daily Service Request Report as a Push Report.

Now, the HTML tags are not displaying in the Solution column.

74606 

On the BULK ASSET ALLOCATION page, while uploading the assets in bulk using an excel sheet, an error message, “Location and/or floor is not valid” was displayed and the assets were not allocated. This issue occurred when more than 50 characters were present in the Location column of the uploaded excel sheet.

Now, the assets are uploaded without any error message even though more than 50 characters are present in the Location column of the uploaded excel sheet.

77246 

The following issues were observed for the SOFTWARE category in SOFTWARE INVENTORY pages:

  1. The count of the Allocated and In-Store Software Assets on the SOFTWARE Inventory page (Asset > User > Asset inventory > Software) was not matching with the count shown on the drill-down pages.
  2. On the SOFTWARE DETAILS page (Asset > User > Asset inventory > Software > Select a Tenant > Click the count under the In-store column), no column was displayed to show the total in-store quantity of the licenses.  Instead, the Available Quantity and Total Allocated columns were displayed. These columns were showing the total quantity of the procured licenses and total quantity of the allocated licenses, respectively.
  1. Now, the count of Allocated and In-Store Software Assets on the SOFTWARE inventory page are matching with the count shown on the drill-down pages.
  2. Now, the total in-store quantity of the licenses is displayed in the Available Quantity column along with the Total Quantity and Allocated Quantity.

77553

The following issues were reported in the Service Catalog that was created using MV Group, whereas the MV Group was having a minimum of six to seven attributes and lengthy attributes names.

  • The Attributes were overlapping on the New SR page, End-User Details page, Approver Details page, and Analyst Details pop-up.
  • The Analyst was not able to view all the attributes as the scroll bar was not present on the Catalog Details of the SR Details page.

Now, no issue is found in the Service Catalog that is created with MV Group.

 

76428 

The Response SLA Violation was prompted while assigning the Service Request to Analyst when SR Status was In-progress. Whereas the Response SLA Violation should prompt only when the Status of Service Request is changed from New to In-progress after configured response time.

Now, the Response SLA Violation prompts only when Status of Service Request is changed from New to In-progress after configured response time.

77158

On the EXPORT CONFIGURATIONS BY FILE page (Admin > Basic > Infrastructure > Export/Import > Export Configurations By File > Select Module as Service Catalog Management > Select a Tenant from the drop-down list > Click SEARCH), the SERVICE CATALOG LIST was not displayed. This issue was occurring as more than 200 catalogs were configured for the selected Tenant.

Now, on the EXPORT CONFIGURATIONS BY FILE page, the SERVICE CATALOG LIST is displaying successfully even when more than 200 catalogs are configured for the selected Tenant.

75208 

An error message “You do not have access to view this Service Request” was displayed when the SR Approver was opening the Approved Service Request from the Approve Service Request List page.

Now, the SR Approver can open the Approved Service Request from Approve Service Request List page without any error.

78573

The User was not able to access the Role Templates and Custom Reports. This issue was occurring when the Custom Report name (Izenda 6) was created with a single quote special character.

For example: Report name is provided as Custom User’s List.

The single quote special character is not allowed in the Input report name field while creating the report name.

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.

 

Earlier, the Service Category field was displaying only the primary Service Category name in the DETAILS section of the below mentioned pages, even if the SR is raised by selecting the Catalog (linked catalogs) from the different Service Category.

Details were displayed on the following pages:

  • MY SERVICE REQUEST page
  • SERVICE REQUEST DETAIL page
  • CATALOG DETAIL pop-up on the ACTIONS panel of SERVICE REQUEST DETAIL page
  • APPROVE SERVICE REQUEST Detail page

Now, the Service Category displays the path details in parenthesis from where the user accessed the Catalog and raised SR.

For example:

Service Category: SR Basic (Selected From: Basic Catalog\Multi Approver\Catalog1) where:

  • SR Basic – Is the primary Service Category
  • Basic Catalog\Multi Approver\Catalog1 – Is the path from where the catalog is selected and the Service Request is raised.

The same details are reflected in the following pages:

  • MY SERVICE REQUEST page
  • SERVICE REQUEST DETAIL page
  • CATALOG DETAIL pop-up on the ACTIONS panel of SERVICE REQUEST DETAIL page
  • APPROVE SERVICE REQUEST Detail page

 75702


Instead of the actual selected time, an incorrect time interval was displayed in the applied leave details when the user cross verifies it on the MY PROFILE > LEAVE NOTIFICATION pop-up. This issue was occurring only when the server time was set as UTC.

The applied leave time interval is not changed even if the server time is set as UTC.

Note: The Date and Time displayed on the Leave Notification page Calendar is according to the User selected Timezone from the User Profile.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF10.

Issue

When the user logs in for the first time and directly navigates to Asset inventory software page, the Category filter drop-down is blank upon clicking  on Asset > User > Manage Assets > Asset Inventory > Software > Filter. 

Workaround: Refresh this page again to function properly. This issue occurs when user directly navigates to this page without going to any other analyst page.

(#78417)
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).