Customer Fixed Issues and Known Issues Denali SP1 HF12

90938

URL Monitoring Data was taking up too much space.

Temporary files from different profiles were stored in cache from URL monitoring data which led to the vast space being occupied in the C drive.

 Path: C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Microsoft\Windows\INetCache

Temporary files are deleted immediately after every URL monitoring job.

90490

On the Edit Device page, updating the default data for new server or network devices, an exception (OOPS error) was encountered.

Navigate to Operations > General > Default Configuration

 In the Default Configuration page, the default data for adding new server or network devices can be set. Under Network Configurations tab, when SNMP Version is chosen as V3 and Authentication Type is Auth Priv, two new fields - SNMP Password, Privilege Password are displayed. The data from these two fields were not encrypting properly in the database.

1.     Click Operations > Views > Network Device View

2.     Select Tenant from filters & Submit.

3.     Click on one of the subsequent device tiles.

4.     Click on Device Configuration icon to access Edit Device page.

When updating data from the Edit Device page, an OOPS error message was encountered on submit. This was due to the decrypted saved passwords (SNMP Password, Privilege Password) not matching the password entered by the user.

Encryption has been fixed and default data for new server or network devices can be updated without the OOPS error.

90356

In Archival Configuration Page for ITOM Section, the Frequency dropdown and the Archive Data Older Than field under Summarization section was greyed out (unavailable).

1.       Click Admin > Infrastructure > Archival.

2.       Select Tenant from Filters & Submit.

3.       Click on the Module name to edit.

Under Source Database tab, Frequency dropdown & Archive Data Older Than field were greyed out (unavailable)

Now the fields - Frequency & Archive Data Older Than have been made available and mandatory.

90267

In the Server Configuration page, the Ping by Proxy checkbox was checked mandatorily.

1.     Click Operations > Configurations > Server List.

2.     Select Tenant from filters & Submit.

3.     Click on the host name to access the Server Configuration page.

The checkbox Ping by Proxy was checked mandatorily. This did not allow pings (like status, timeout, size) via Agent for Agent-Based Monitoring

Now the Ping by Proxy checkbox is checked by default but is not mandatory.

90171

In Server Configuration page, WMI protocol was not showing up as an option on Monitored By dropdown.

1.     Click Operations > Views > Server View

2.     Select Tenant from filters & Submit.

3.     Navigate to server list and click on any WMI server 

4.     Click on Configuration icon to access Server Configuration page.

5.     WMI should be selected in 'Monitored By' section

 WMI protocol was not showing up as an option on Monitored By dropdown but if you changed it to a different protocol, then WMI protocol was displayed.

Now WMI protocol is showing up as an option on Monitored By dropdown

Precondition:

Select various SR Reports.

Steps:

1.     Navigate to Reports> >Service Request.

2.     Select ‘SR SLA by Business Unit’ or ‘SR SLA by User Type’ report from the drop-down.

3.     Set filters.

4.       The selected report will be displayed.

90704

On the Hardware Variance page, the Host Name of the Asset was not displayed.

N/A

Now, on the Hardware Variance page, the Host Name of the Asset is displayed.

89334

The reconciliation alert e-mail was not triggered to the end user when the custom URL was configured by User customer.

N/A

Now, the Reconciliation alert e-mail is triggered to the end user.

89999

The following issues related to the Auto Creation Setting were observed:

• The already existing configurations were not populated on the AUTO CREATION SETTINGS List page.
• On the AUTO CREATION SETTINGS details page, the user was required to manually specify the Symptom and Description under the TARGET section.

This issue occurred post upgrade of application to Denali SP1 version.

Now, the issues are fixed.

• The already existing configurations are populated on the AUTO CREATION SETTINGS List page post execution of the migration script in DenaliSP1HF11 DB.
•  On the AUTO CREATION SETTINGS details page, the Symptom and Description are auto-populated on the TARGET section.

The module widgets in ANALYST DASHBOARD are appearing blank after changing the language to Arabic in web.config file.

Pre-requisites:

• Enable Weglot and RTL keys in the web.config file and select the Language Translator check box, in the Application Settings.

• Convert the English language to the Arabic language.

STEPS:

1. Login to Application.
2. Navigate to ANALYST DASHBOARD.

Pre-requisites:

1. Navigate to Admin > Customers > Customer List > Click Customer Name hyperlink from Customer listing screen.
2. Select the user-defined Custom tab > Click Edit to modify the existing details.
3. Click Submit button.

Pre-requisites:

1. Navigate to CMDB > Configuration Item list.
2. Select a Configuration ID (CI) from the Configuration item listing screen.
3. In the Document tab, attach a document and click Add button.
4. Click Submit button to submit the request.

In Auto problem configuration settings, user can configure Conditions and Target for creating Problem Record. If incidents logged are matching the set conditions, a Problem Record will be automatically created.

Under ‘Condition’ section, Workgroup, Classification, and Category fields are multi-select lists with no validation on number of selected items. But the application was accepting only limited number of items.

Precondition:

Submit a configuration setting for automatic problem creation.

There should be more than 30 Workgroup, Classification, and Category elements configured for a Tenant.

Steps:

1. Navigate to Problem>>Configuration>>Auto Creation Settings.
2. Create a Configuration.

       2.a) Enter Configuration Name.

       2.b) Select all elements from the Workgroup, Classification, and Category lists. Select or fill the other mandatory       fields.

3. Click Submit.

The Admin was experiencing a substantial time delay while searching for a user and to update his details or to add a new user in the application.

Precondition:

Log into the application as an Admin. Search for a user and update his details or add a new user.

Steps:

Navigate to Admin >>Basic >> Users >> Userlist

After removing the unwanted source code, the system performance is enhanced by more than 50% and the Admin no longer experience considerable time delay while updating user details or while adding a new user.

The following error message was displayed, and the user was unable to raise a Service Request.

“Oops! An error occurred”

Pre-requisites:

1. Navigate to Requests > Users > New Service Request. Specify the required information.
2. Click Submit to raise the SR.

Now, the user can raise the Service Request without any error message.

Add the following key in web.config if the user’s system setting is in Thailand culture.

<add key="App:SetCulture" value="true" />

User was unable to create or modify the workflow and “Start” button was not displayed because the Bulletin Board scrolling alert content was displayed over that.

Bulletin Board scrolling alert was impacting the workflow configuration page.

Pre-requisites:

1. Navigate to Admin > Workflow. > New Service Request. Select the module as Service Catalog Management. Select the required Tenant.
2. Select the Catalogs.

User is able to create or modify the workflow and “Start” button is displayed.

Bulletin Board scrolling alert will not be displayed on Workflow configuration page.

The CR with planned start date as today’s date (Ex 19-08-2021) was not displayed in Daily, Weekly and Monthly Report by filtering with tomorrow’s date (Ex 20-08-2021).

Prerequisites:

1. Create two CRs with Planned Start Time as today's date (Ex 19-08-2021) and tomorrow’s date (Ex 20-08-2021).
2. Navigate to Reports > Change Management > Change Record Schedule Report.
3. Under Filters > Date, select From date and To date as (20-08-2021).

Now, the CR with planned start date as today’s date (Ex 19-08-2021) is displayed in Daily, Weekly and Monthly Report by filtering with tomorrow’s date (Ex 20-08-2021).

Rescheduled Reason field was not getting displayed while modifying Planned Start Time field. It was getting saved directly without reset.

Pre-requisites: 

1. Navigate to Change > User > Change Record List. The Change Record List page is displayed.
2. Click on CR. The Change Record ID details page is displayed.
3. Under TIMELINES section change Planned Start Time.

Issue 1
Owner Workgroup field was disabled.

Issue 2
Rescheduled Reason field was not getting displayed while modifying Planned Start Time field. It was getting saved directly without reset.

Prerequisites for Issue 1
Configure the Task at first level in workflow page.

1. Navigate to Change > User > New Change Record. The New Change Record page is displayed.
2. Create a CR with same workflow. Once the CR is created, change Owner Workgroup.

Prerequisites for Issue 2
Create a workflow with approval levels with user Configured status.

1. Navigate to Change > User > Change Record List. The Change Record List page is displayed.
2. Click on CR. The Change Record ID details page is displayed.
3. Under TIMELINES section change Planned Start Time

Resolution for Issue 1
Now, Owner Workgroup field is not disabled.

Resolution for Issue 2

Priority configured in explicitly for the Child Node was not getting applied. Instead, the parent priority was inherited to the Child Node even when the separate priority is configured for the Child Node.

Pre-requisites: 

1. Configure the priority for Parent Node in SLA MATRIX.
   Also, check the check box Including Sub-Categories.
2. Configure the priority individually only for Child Node in SLA MATRIX.

On the New Incident page, an error “Error Occurred -ec3c63d8-4142-a1df-8a95af2a1870” was displayed.

This issue occurred when an End User types in the incident id in the Incident ID field and clicks Submit or selects an Incident from Select from the recent 50 Incident drop-down field and clicks Submit on the COPY INCIDENT pop-up of the New Incident page.

The COPY INCIDENT pop-up can be accessed using Incident > User > New Incident > Click COPY INCIDENT on the ACTIONS panel.

Caller was getting the following error message, while providing the feedback:

Pre-requisites:

1. Navigate to Request > Manage Service Requests > Service Request List.
   On the Service Request List page, a list of all the SRs is displayed. Select the SR which you want to resolve. The Service Request DETAILS page is displayed.
2. Click on Resolve status tab to resolve the SR. Once the SR is resolved, an e-mail will be sent to the caller. E-mail template will include the following message to provide the feedback:
   “Click Here to provide your feedback”.
3. Click on the hyperlink “Click Here” in the above message.

Prerequisites: 

1. Navigate to Change > User > New Change Record. The NEW CHANGE RECORD page is displayed. Specify the mandatory fields and click SUBMIT.
2. Login as an Authorizer/Approver. Navigate to APPROVAL under ACTIONS. The APPROVAL pop-up page is displayed. Enable the checkbox Is PIR Required?
3. Navigate to Actions > CHANGE HISTORY. CHANGE HISTORY pop-up page is displayed.

Now, Is PIR Required information along with Analyst details is displayed in CHANGE HISTORY pop-up page.

It will also display the Is PIR Required information, even if it is auto enabled at Tenant level. (Admin > Basic > Infrastructure > Tenant > ACTIONS > CONFIGURE DETAILS > Auto Select "Is PIR Required?)