Customer Fixed Issues and Known Issues Alps SP1 HF13

Owned by Enterprise IT
May 09, 2024

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<< Alps << Alps HF01 << Alps SP1 << Alps SP1 HF01 << Alps SP1 HF02 << Alps SP1 HF03 << Alps SP1 HF04 << Alps SP1 HF05 << Alps SP1 HF06 << Alps SP1 HF07 << Alps SP1 HF08 << Alps SP1 HF09 << Alps SP1 HF10 << Alps SP1 HF11 << Alps SP1 HF12

 

Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Alps SP1 HF13. The bug fixes for the following bugs found in the 5.7 SP5 HF15 version are also merged with this release. Please refer to the respective Release Notes for details.

#

Issue

Resolution

71993 

The Schedule Date value displayed on the Incident details and INCIDENT LIST pages was not matching.

Now, the Schedule Date value displayed on the Incident details and INCIDENT LIST pages is the matching.

72920 

The Service Request details page was not getting loaded, and the Notification script was getting executed near the Quick Action bar. This was occurring when the Analysts were trying to open a few of the SRs, which were logged using a Script in the Description field.

Now, the Analyst can open the Service Request Details page without any error even if the SRs are logged using Script in the Description field.

71278

The Network Link Utilization monitoring was getting failed. This issue was occurring due to the delay in the execution time of the scheduled job.

Now, the execution time is reduced, and the Network Link Utilization is monitoring without any failure.

71401 

The unit of the HDD Size attribute was displaying incorrectly on the HARDWARE VARIANCE DETAILS pop-up page. However, the correct unit was displaying under the Hardware Discovery tab of the selected Asset. This issue was occurring while adding or updating a Fixed Asset.

Now, the same unit of the HDD Size attribute is displayed on both the Hardware Discovery tab and the  HARDWARE VARIANCE DETAILS pop-up page. 

Note: Use the capacity unit as GB while specifying the HDD capacity. If there is no capacity unit, the Application considers GB as the default HDD capacity unit.

72524


Even after configuring the Validate License field as No on the SOFTWARE REQUEST MAPPING FORM page, the Application was validating the valid license counts, and the respective software was getting installed. This issue was occurring when an SR was logged through the Orchestration for software installation

Now, the respective software is validated based on the Validate License configuration on the SOFTWARE REQUEST MAPPING FORM page.

73232

The uninstalled software was displaying on the Asset Software Discovery tab while discovering the Asset using the Agentless discovery method. Due to this issue, the Software License Compliance Report was displaying the incorrect data. 

Now, the uninstalled software is not displaying on the Asset Software Discovery tab while discovering the Asset using the Agentless discovery method. Also, the Software License Compliance Report is displaying the correct data.

71332

The Child Incidents were not getting closed automatically when the Parent Incident was closed though the API integration.

Now, the Child Incidents are also getting closed automatically when the Parent Incident is closed though the API integration. Also, the Child Incidents are updated with the same details as the Parent Incident.

72958

SRs with the Resolved status were not updating as per the On Failure Configuration on the Auto Update tab of the of the ORCHESTRATION page. This issue occurred when an SR was in Resolved state and the executed Orchestration Scripts were in Failure status.

Now, the SRs that are in Resolved status are updating as per the On Failure Configuration on the Auto Update tab of the of the ORCHESTRATION page.

73236

After the recurring time was elapsed, the executed Orchestration Scripts were moving to Failed state instead of Failure state under the ORCHESTRATION tab of the selected SR. This issue was occurring when the configured success and failure criteria were not matching with the output of the configured Script and the Schedule Type was selected as Recurring.

Now, the Scripts are moved to the Failure status whenever the recurring time is elapsed for the Scripts whose output is not matching with the configured success and failure criteria.

72661

The Configured Analysts were not receiving e-mail notification whenever the Knowledge Records were published. This issue was occurring when the Mail to Column in the database had incorrect recipient ids.

Now, the configured Analysts are receiving e-mail notification when a Knowledge Record is published.

73240


The Discovery Job was not running at the specified run-time interval, rather it was running in every one or two hours randomly. This issue was occurring when the End Date was selected on the DISCOVERY page.

Now, the Discovery Job is running at the specified run-time interval even if the End Date is selected on the DISCOVERY page.

73243

On the SOFTWARE LIST pop-up of the DISCOVERY page, incorrect time details were getting captured under the Install Found Date column header.  

Example: 

Let’s consider if a software was installed at 3:00:00 PM on 4/8/2020. But, under the Install Found Date column header, the application was capturing 4/8/2020 12:00:00 AM instead of 4/8/2020 3:00:00 PM. 

Now, the Install Found Date column header captures only the date on which the software was installed on the SOFTWARE LIST pop-up page.

72728

While selecting a Tenant from the Tenant List, a different Tenant was selected instead of the intended Tenant. This issue was occurring in all the pages of the Application where Tenant List was available.

Now, the intended Tenant is getting selected from the Tenant List.

72550


While copy-pasting an image under the User Communication field of the Incident Details page, the same image was displayed twice. 

Now, the image is not displayed twice while copy-pasting an image under the User Communication field of the Incident Details page.

73308

The SUBMIT button was getting grayed out while accessing the Ticket Details page through the E-mail Notification Template link. This issue was occurring when the Disable Concurrent Update check box was enabled on the Application Settings page. 

Now, the SUBMIT  button is not grayed out on the Ticket Details page even if the Disable Concurrent Update check box is enabled on the Application Settings page.

Known Issues

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

Issue

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:

  1. Log into the Application.
  2. Make sure that the Maker Checker configuration is disabled on the TENANT
  3. Add an Asset. For more information on adding an Asset, see Adding Fixed Assets.
  4. Select Asset > User > Manage Assets > Asset Inventory.
  5. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In-Store count.
  6. On the FIXED ASSET list page, select the check box corresponding to the Asset and click ALLOCATE on the ACTIONS
  7. 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.
  8. On the TENANT page, enable the Maker Checker configuration.
  9. Select Asset > User > Manage Assets > Asset Inventory.
  10. 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.
  11. On the FIXED ASSET list page, select the check box corresponding to the Asset and click DEALLOCATE on the ACTIONS panel.
  12. On the DEALLOCATE FIXED ASSET page, specify the required fields and click In-Store count.
  13. Make sure that the Asset Deallocation request is sent for approval on the Maker-Checker Approval page.
  14. Log into the Application as Checker Approver.
  15. Approve the Asset on the MAKER-CHECKER ASSET APPROVAL For more information on approving Maker-Checker Asset, see Approving Asset Using Maker-checker.
  16. Log out and log into the Application as an Administrator.
  17. On the TENANT page, disable the Maker-Checker configuration.
  18. Select Asset > User > Manage Assets > Asset Inventory.
  19. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In Store count.
  20. 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.
  21. 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. 
  22. On the FIXED ASSET page, specify the filter criteria for Status as Allocated and click SUBMIT.
  23. On the FIXED ASSET page, the Asset is not displaying in the Allocated Assets list.
  24. On the FIXED ASSET page, specify the filter criteria for Status as In-Store and click SUBMIT.
  25. 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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Tenant.
  3. On the TENANT page, specify the Filters criteria.
  4. On the TENANT LIST page, select a Tenant and click CONFIGURE DETAILS under ACTIONS panel.
  5. Select INCIDENT MANAGEMENT under MODULES and select Allow Analyst to Edit Description check box under the For Analyst section.
  6. Log into the Application as an End User.
  7. Select Incident > User > New Incident.

  8. 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.

  9. Log into the Application as an Analyst using the Google Chrome browser.
  10. Select Incident > User > Manage Incidents > Incident List.
  11. On the INCIDENT LIST page, specify the Filter criteria and open the same Incident.
  12. 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:

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

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Reports > Asset >Maker-checker Dashboard.
  3. On the FILTERS pop-up page, select a Tenant, Location, and specify Referred Back in the Status. Click SUBMIT.
  4. On the MAKER-CHECKER DASHBOARD page, click Deallocated count hyperlink.
  5. 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:

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

 Bug Reproduction Steps:

  1. Select Asset > Manage Assets > Asset Inventory.
  2. On the ASSET INVENTORY page, select FIXED under SELECT THE ASSET TYPE.
  3. On the FIXED ASSET page, select a Tenant.
  4. 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.

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).