Customer Fixed Issues and Known Issues Sierra SP1 HF29

Owned by Enterprise IT
May 08, 2024
8 min read

 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 << Sierra SP1 HF14 << Sierra SP1 HF15 << Sierra SP1 HF16 << Sierra SP1 HF17 << Sierra SP1 HF18  << Sierra SP1 HF19 << Sierra SP1 HF20 << Sierra SP1 HF21 << Sierra SP1 HF22 << Sierra SP1 HF23 << Sierra SP1 HF24 << Sierra SP1 HF25 << Sierra SP1 HF26 << Sierra SP1 HF27 << Sierra SP1 HF28

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade

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 HF29. 

Service Management 

Issue IDIssue DescriptionScenarioResolution
103057 While creating an Incident or a Service Request using mail to ticket feature (email parser, attachment name consisting of {{}} in it) or manually attaching any document (attachment name consisting of {{}} in it), the Incident or Service Request was not loading properly and displayed a JavaScript error.  

Prerequisites:

  1. Mail Parser/mailbox to be configured for logging an Incident and logging a Service Request.

Steps:  

Using mail to ticket:  

  1. Create an Incident/Service Request ticket through mail to ticket feature.
  2. Add Subject/Body/Attachment with the text/file name including {{}} in it.
  3. Go to the list page of Incident Management/Service Request and open the same ticket which was created using the above steps. 

Manually:  

  1. Navigate to Incident > User > Manage Incidents > Incident List.  
  2. Open any Incident > Under Attachments add any file consisting of {{}} in the file name. 
  3. Click SUBMIT. 
The Incident/Service Request created using mail to ticket feature (email parser, attachment name consisting of {{}} in it) or by manually attaching any document (attachment name consisting of {{}} in it) is opening without any errors.   
104933Under Reports, In the Incident Management module, The Incident Customer CSAT Report did not display any data. 

Steps:

  1. Navigate to Reports > Incident Management > Select Incident customer CSAT Report > Click Filters > Select the Tenant > Select the Workgroups > Select the Location > Select From Date and To Date > Click SUBMIT. 
The Incident Customer CSAT Report is working as desired.

89204

While configuring the reminders in the Feedback Configuration page for Incident and Service Request modules, the configuration was set to trigger 3 reminders. However, only 1 reminder was being triggered.

Steps:

1.   Navigate to Incident / Service Request > Configuration > Others > Feedback Configuration.

2.  Specify the Feedback Percentage > Specify Max Feedback Days.

3.  Select the check box for Enable Feedback Reminder > select the Reminder Frequency in Days as 2 > select the Number of Reminders as 3.

4.  Click SUBMIT.

The reminders under Feedback Configuration are successfully triggered as configured.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF29.

Issue

In the Asset Depreciation by Category Report, depreciation amount is not getting debited from Opening Balance for Vehicle category and hence the depreciation calculation is incorrect.

Note: This issue occurs only for quarterly or monthly basis for Asset Depreciation by Category Report.

(# 86182)

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:

Include the inactive options (Inactive fields >  Select Options tab > Include the Inactive Options).

Map the options with the Parent and click NEXT.

Click SAVE.

Open the same Form again.

Map the parent and child and click NEXT

Click SAVE.

When you add a new label in the network topology (View) then the complete view is Zooming Out to a certain level. It displays the devices in smaller size rather than the actuals. But after saving the View, it displays the devices in normal size.

Note: This issue is not occurring every time. It only occurs when there are 2 to 4 devices in the view having discovered link between 2 devices. (#86191)

After saving network topology, the devices which are present in view are slightly changing its position even if you specify correct co-ordinates.

Note: This issues occurs when all the devices are plotted in one side of the view. (#86377)

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:

Log into the Application as an Administrator.

Select Admin > Basic > Infrastructure > Form Builder.

Select the Tenant and Module as Incident Management.

Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.

Click NEXT.

Under the FORM BUILDER tab, click or drag and drop the Dropdown control.

Select the Option as Common Master or other type except for the Manual.

Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.

Select the Country and add the State for it and select a State as Default for the Country.

Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.

Select the State and add the Cities for it and select a City as Default for the State.

Click NEXT.

Under the PREVIEW tab, ensure all the custom fields, and click SAVE.

Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.

Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.

Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.

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.

Configured Child values are displaying even though the Parent field value is not selected.

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.

(#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).