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

On this page: Customer Fixed Issues | Known Issues

Hotfix Merges

The following Hotfixes are merged with this release. Please refer to the respective Release Notes for details.

Resolved Issues

This section provides details about the fixed customer issues in following modules.

Service Management
Asset Management
Platform
Agentless Discovery

Service Management

Issue ID

Issue Description

Scenario

Resolution

101542

When the user attempted to select the drop-down options, only the labels were getting displayed, and dropdown options were not getting displayed.

Prerequisites:

Service Request should be logged with Approver.

Steps:

Navigate to Catalog > User > Create Service Catalog > Select Multivalued Dropdown Control in the Form builder page.
In the ADDITIONAL INFO tab, set Validate Controls Rules for both controls.
Select On Control Change.
Select option 1 as Mandatory and Select option 2 as Hide. Save and Publish the Catalog.
Navigate to Service Request > New Service Request.
Select Option 1 in Multivalued Dropdown control while creating Service Request.

The drop-down options are displayed as expected.

101917

The Analyst Dashboard alignment format was not proper.

Prerequisite:

Configure Business license (not the enterprise license) and upload that license to Summit AI application.

Steps:

Login to SummitAI application as an Analyst.
Navigate to Dashboard > Analyst Dashboard.

The Analyst Dashboard alignment format is working as expected.

104080

In gamification, points were not captured for below mentioned parameters in Incident Management.

-Pending tickets updated (Daily once)

-Pending tickets not updated

Prerequisites:

Navigate to Admin > Productivity > Gamification > Select Tenant > ACTION ITEMS > Incident Management. Configure Gamification points for 
Pending tickets updated
Pending tickets not updated.
An Incident should be created, and it should be moved to Pending state.

Steps:

1. Navigate to Incident > Incident List.

2. Select the logged Incident.

3. Update Communication >User Communication and Private Log.

4. Navigate to Analyst Dashboard > Gamification

The gamification points are updated appropriately, and this issue is fixed in Incident Management.

Asset Management

Issue Number

Issue Description

Scenario

Resolution

103413

The following error message was displayed on the My Asset List Page in the User Dashboard when the Reconciliation option was selected:

“You do not have access to this page. Please contact administrator.”

Prerequisite:

The end user using the application must not have access to the User Dashboard. This should be configured in the Role Template.

Steps:

Navigate to Dashboard > User Dashboard.
In the User Dashboard, scroll down to OTHERS section.
Select MY ASSETS option.
My Asset List page is displayed.
Click the Reconciliation option from the right ACTIONS panel.

The navigation to Asset Reconciliation page works successfully and no longer displays the error message.

132286

502 Bad Gateway error message was displayed when the user tried to access Software Installation Details Report by Vendor.

This issue occurred when the total count hyperlink was clicked.

Steps:

Navigate to Reports > Asset Management.
From the REPORTS drop-down, search and select Software Installation Details Report by Vendor.
In the FILTERS pop-up, select the desired Tenant from the drop-down, which is a mandatory field.
Select other desired options and click SUBMIT.
In the LIST page, click the total count hyperlink and verify the displayed result.

The total count hyperlink displays the data properly upon clicking without any error in the Software Installation Details Report by Vendor after the resolution.

Platform

Issue ID

Issue Description

Scenario

Resolution

102736

In the Service Request List page, the Filter function was not fetching the results based on the selected parameters.

Prerequisites:

Navigate to Request > Manage Service Requests.
Click FILTERS function and enter the parameters in the respective fields to search the Service Requests.
Click Apply.

The FILTERS function of Service Request is fetching the results as per the entered parameters.

105140

Service Request raised from Mobile App unable to search globally.

Prerequisites

Login to the New Mobile App.
Raise a Service Request.
Try to search the created Service Request.

Service Requests raised through Mobile App could be searched successfully.

Agentless Discovery

Issue Number

Issue Description

Scenario

Resolution

103951

The software inventory enabled by agentless discovery were returning duplicate software records of windows operating system (OS) in Basic Report page as well as in tables.

Steps:

Navigate to Discovery > Job Details.
Select the Device Type as Computer and IP address.
Click SOFTWARE on the action panel. The Basic Report page displays the software details of the operating system for the specified device type.

The software inventory is now returning actual records of windows (OS) in Basic Report page and is displaying appropriately in all related inventory tables.

Service Automation

Issue Number

Issue Description

Scenario

Resolution

120913

Scripts were not attached to the Work Order.  

Steps: 

To configure the Script Configuration, perform the following steps: 

Navigate to Admin > Advanced > Automation > Orchestration Scripts. 
 
In the Orchestration configuration page, select the following values:

Trigger Name- Desired trigger name   
Module- Work Order 
Work Order Source- Service Request 
Tenant- Desired Tenant name

NOTE: Enter all the other values in the desired fields. 
Click SUBMIT.   

To check Script linking for Work Order, perform the following steps: 

Navigate to Request > User > New Service Request. 
New Service Request Configuration page is displayed. 
 
Select the desired Tenant, which is a mandatory field. 
 
Select the desired Catalog and log a new request. 
 
Navigate to Request > User > Manage Service Requests > Service Request List. 
Service Request LIST page is displayed. 
 
Click the desired SR ID hyperlink. 
Service Request DETAIL page is displayed.
Click on Relationship tab and select the desired Work Order ID.
Work Order Details page is displayed.
Navigate to ORCHESTRATION tab in the top horizontal bar. 
Verify the details displayed.

The Orchestration scripts are attached to the Work Order successfully as part of the resolution. 

121649

Orchestration scripts were in In- Progress status for Work Orders.

Steps:

Navigate to Incident > User > Manage Incidents > Work Order List.
Select the desired Work Order ID.
Navigate to Orchestration tab and check the Status.

Orchestration scripts display the right status for Work Orders after the resolution.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team from previous releases.

Issue Number

Issue Description

Scenario

Workaround

92233

On submitting the cloned CR, the following message is displayed:

“The Standard Template is mandatory.”

Prerequisites:

Navigate to Change > User >New Change Record. The NEW CHANGE RECORD page is displayed. Enable the check box Propose for Standard Change. Enter the value for Standard Template Name and Proposal Justification, and click SUBMIT after mentioning other mandatory fields. A new CR ID is created.
Authorize this newly created CR and click on the CLONE CR tab under Actions panel.
CLONE CR pop-up is displayed. Enable all the check boxes and click Clone. A New CR page will be displayed. Enter the value at Standard Template Name, Proposal Justification and other mandatory fields and click SUBMIT.

NA

Issue
An Administrator has remapped the Resigned approver approvals to a new approver in the Resigned Approver List. Before the original approver has resigned, an asset task for floor or store movement is awaiting approval. It is now assigned to the new approver as per action taken by Admin. The new approver is getting an information message "You are not an approver" on the Movement Approval page (Asset > Manage Assets > Approvals > Movement Approval) while approving an asset for floor or store movement. (#86330)
On Change Record List screen, the selected field value for the Tag filter is getting cleared when you select the field value for the Tenant filter as ALL. (#86329)
A sub-status that is not default, is deactivated even though the sub-status is assigned to an Asset. Recommendation: To deactivate the sub-status, move the active Assets to another sub-status and then deactivate the sub-status. (#86269)
Full Name is not displayed under FIXED ASSETS upon selecting Dashboard > Asset Dashboard. This issue occurs when you have configured the Sub Status parent with 50 characters or more. (#86159) Note The Full Name is displayed, if you rotate the PIE Chart to 90 degrees.
The sub-status value of previously selected Tenant is retained still for the newly selected Tenant. For example, the sub-status value selected for a Tenant ‘IT Solutions’ is ‘server’. Now search for a different Tenant and select another Tenant as ‘Information Technology’. The sub-status value ‘server’ of previous Tenant is displayed incorrectly for the newly selected Tenant ‘Information Technology’. (#86273)
On the Remote Desktop Sharing screen, when you request for a Microsoft Teams meeting link (Advanced > RDP Type > Microsoft Teams) and click on Audit Log hyperlink under Session History tab, the message "Your request is processing please wait…" is displayed, but no further action is being made (#86297).
The formatting of Custom Attributes and Attribute Values using nicEditor on the User Communication tab of the Service Request Details page is missing when you click on the Print icon of the My Service Request Details page (#84048).
The text alignment of Custom Attributes and Attribute Values mentioned on the Service Request Details page is not getting displayed properly on the My Service Request Details page under the Additional Information tab (#83888).
On the notification window, the scheduled CAB meeting time is displaying incorrectly (#85493).
On accepting the meeting invite (calendar invite), the date and time are displaying incorrectly in the When field of the acceptance e-mail in the Sent Items folder (#84971).
On Microsoft Teams, the joined user details are displaying as 'U'(Undefined). But on hovering the mouse on 'U', the user details are displaying on the screen. This issue is happening only with the Admin account (#84966).
While sharing the screen, the selected screen is getting displayed multiple times and the screen gets stuck. Due to this issue, the data on the screen is not completely displayed. This issue is occurring only when the user logs in to the MS Teams desktop app as well as a browser app at the same time and tries to share the screen (#84978).
Admin is not getting any notification that users are waiting in the lobby when the Admin has opened the MS teams in two different browsers or two different devices (#84982).
On the COMMUNICATION HISTORY pop-up, the data (Custom attributes and its values) of the User Communication is not displayed in proper format and all the data is displayed in a single line without any delimiter. This issue occurred when Custom Attributes and their values were updated from the User Communication section on the SR Details page (#84018).
On the Communication tab and Change History tab of the Service Request Summary pop-up, the Custom attributes, and its values are not aligned properly. This issue occurred when Custom Attributes and their values were updated from the User Communication section on the SR Details page (#83893).
In the User Communication tab of the Service Request Detail page, formatting applied to Custom Attributes and Attribute Values using nicEditor is not retained in the End-User e-mail body when the ticket is updated. (Bug# 84047)
In the Text Editor, when text alignment (Middle, Centre, Left) option is used, the UI alignment is not working as expected throughout the SummitAI application. (Bug# 85770)
Following known issues are observed in the Problem Record Detail page for Mobile application: When the RCA Approver refers back the PR, the RCA Approver Name and RCA Approve Date are not captured. When the Reviewer refers back the PR, the Reviewer/Approver Name, Reviewer/Approver Date and Reviewer/Approver Status are not captured. When the Reviewer rejects the PR, the Reviewer/Approver Name and Reviewer/Approver Date are not captured. (Bug# 85946)
On the SEARCH ASSET page (ASSET > USER > MANAGE ASSETS > ASSET INVENTORY page > Click Non-Fixed Asset icon (Consumable, Accessories, or Software) > Click Search Asset icon), an error message "Oops! An error occurred" was displayed when the length of the specified search text is more than 30 characters. This issue exists for the following scenarios: When in the search text field, a relational operator i.e., <, >, <=, or >= is specified to search Assets. When the user tries to search Non-Fixed Asset. (Bug# 73532)
For the Custom Attribute (Drop-down), if any value is set as default on the Form Builder page (Admin > Basic > Infrastructure > 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 > Drag and drop the Drop-down Custom Attribute > Type in the Label for the Custom Attribute > Select Options (data source) as Manual > Type in the Drop-down Values and Make one value as default), then the default value is not automatically set for that Custom Attribute (Drop-down) across the Incident Management module (Bug# 71703).
If the SLA is paused during the PR resolution and the Paused Time is before RCA Deadline, the paused duration is not getting added to the Resolution Deadline. This issue is occurring when the Resolution Deadline Type is selected as RCA Deadline Time in the Deadline Configuration. (Bug#74495) Note: If the SLA Paused Time is between RCA Actual Time and RCA Deadline, the paused duration does not consider for the Resolution Deadline. Example: Consider the PR Log Time as 9:00 AM, RCA Deadline as one hour, and Resolution Deadline two hours. The paused duration does not add if the Analyst performs the below actions: If the RCA completed at 9:30 AM (RCA Actual Time), where RCA Deadline is 10:00 AM. If the Analyst pauses the PR at 9:40 AM to 9:50 AM before RCA Deadline Time (10:00 AM), the paused duration 10 mins is not getting added to the Resolution Deadline. The Expected Resolution Deadline should be: RCA Deadline Time + Resolution Deadline + Paused Time = 10:00 AM + 2 hours + 10 mins = 12:10 PM.
When the Maker-Checker configuration is enabled for the Allocate action and Maker-Checker approval matrix is configured with two levels of approval, on sending the Allocated Assets for Checker’s approval, the following issues are observed: On the FIXED ASSET page (Asset > User > Manage Asset > Asset Inventory > Click the FIXED icon under the SELECT THE ASSET TYPE section > Click FILTERS on the ACTIONS panel > Select Status as Allocated and provide data in all the other fields > click SUBMIT), duplicate Assets are displayed after the Checker approves the Assets sent for approval. The Assets do not move to the second level of approval after the Assets are approved by the first level of Approver. Prerequisites Enable Maker-checker approval for Asset Allocate transaction. (Admin> Basic > Infrastructure > Tenant > Click Filters on the ACTION panel and select the Domain and click SUMBIT > On the TENANT page under the LIST section, select the Tenant for which you want to enable Maker Checker > Click CONFIGURE DETAILS on the ACTIONS panel > Click Asset Management under the MODULES section > select the check box of Enable Maker-Checker > Select Actions for Maker-Checker to Approve as Allocate > Select the End Time value and click SUBMIT). Configure No. of Approval level as 2 on the APPROVAL MATRIX page (Asset> Configuration > Others > Approval Matrix > On the ACTIONS panel, click ADD NEW > Specify the details > click SUBMIT). Send Assets for approval for Allocate action (Asset > User > Manage Asset > Asset Inventory > On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED > Select the same Tenant for which the Maker-checker is enabled > Click the In-Store hyperlink of the required Asset Category > Select the check box corresponding to the Asset you want to allocate > On the ACTIONS panel, click ALLOCATE > Specify the mandatory details to allocate the Asset and click SUBMIT). Bug Reproduction Steps: Login to the Application as Checker. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel. On the Filter pop-up page, select the Tenant and specify the required details. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details. Click SUBMIT. Validate the data. (Bug# 72171)
The GetBulletinBoard Mobile API request is used to retrieve Bulletin Board information. The User ID and Tenant Code are passed as the Request Parameters. In the API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is displayed. (#73031) Prerequisites: Configure Bulletin Boards for multiple Tenants. Bug Reproduction Steps: Log into the Application as an Administrator. Configure a Bulletin Board. For more information, see Configuring Bulletins. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter. Check API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is getting displayed.
On the ACTION DETAILS pop-up page, the Target ID is not showing in the Target column when Status of the Orchestration Workflow Script (other than the first Script) is In-Progress, and it is having Target Host Type mapped to From Previous Output value. However, the Target ID is displayed after the Script is executed successfully. (#73079) Note: This issue is found in Incident Management, Work Order, and Service Request Management (SR) modules. Following bug reproduction steps are for the SR module: Bug Reproduction Steps: Log into the Application as an Administrator. Select Admin > Advanced > Automation > Orchestration. On the WORKFLOW LIST page, click the NEW On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow. Log out and log into the Application as an Administrator or as an Analyst. Select Request > Manage Service Requests > Service Request List. On the SERVICE REQUEST LIST page, specify the Filters and open an SR. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab. On the ORCHESTRATION tab, click the Script When the Script (other than the first Script) is in In Progress status, check the Target column details on the ACTION DETAILS pop-up page. The Target ID is not displaying in the Target column. After successful execution of the Script (other than the first Script), click the Script hyperlink. Check the Target column details on the ACTION DETAILS pop-up page. Now, the Target ID is displaying in the Target column.
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: Select Asset > User > Manage Asset > Import > Import Asset. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected. Click Next. Click the Preview tab and select the store where you want to import the Assets from the Store list. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel. 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. Add two Assets with same Serial Number. The Application allows to import or add two Asset with same Serial Number. 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. 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)
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).

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