Customer Fixed Issues and Known Issues Denali SP1 HF09

Owned by Enterprise IT
May 08, 2024
11 min read

 Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali SP1 << Denali SP1 HF01 << Denali SP1 HF02 << Denali SP1 HF03 << Denali SP1 HF04 << Denali SP1 HF05 << Denali SP1 HF06 << Denali SP1 HF07 << Denali SP1 HF08

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 Denali SP1 HF09. The bug fixes for the bugs found in the following version are also merged with this release. Please refer to the respective Release Notes for details.

Issue #Issue DescriptionScenarioResolution

87162


The notification e-mails were not getting triggered to the configured users.


This issue occurred when the Notification (Activity) was configured at the first level of the workflow.

The WORKFLOW page can be accessed using (Admin > Basic > Infrastructure > Workflow > On the FILTERS pop-up, select the Module as Change Management > Select the required Tenant, Owner Workgroup, Change Type, Category, Customer, and Change Category > Click SUBMIT).

Now, the notification e-mails are getting triggered to the configured users.

85862

When a user viewed the Classification on the New Incident page for the first time, it was displayed in Graphical view. The same Classification was displayed in Tree view when the user viewed second time, even if the value was selected as Graphical for the Classification Display Mode at Tenant level configuration.

Issue observed when you view it for the second time.

Now, the Classification is displayed in Graphical view as selected at Tenant level configuration irrespective of it being viewed for the first, second or any other time.

86980

Following issues occurred on the Incident List page:

  1. All Analysts were not displayed in the Analyst/Assigned To drop-down field, even if the View All Incidents check box was enabled in the Filters option.
  2. All the Analysts were loaded in the Analyst/Assigned To drop-down field irrespective of the workgroup selected in the Workgroup/Assigned Workgroup field.

NA

Both issues are resolved as follows:

  1. All the Analysts are displayed if View All Incidents check box is enabled.
  2. Analysts are listed based on the workgroup selection done in the Workgroup/Assigned Workgroup field.

86794

On the Approve Service Request page, the attachments that were added after the first uploaded attachment in the Attachment field with Multi-valued Approver Group, retained the first attachment’s file name.

NA

The attachments that are added after the first uploaded attachment, contains the actual file name.

83517

The Bulk Update feature was not working on the Service Request List page due to a timeout issue, and when the user updates the SRs, a validation message was displayed as “Unable to update the Service Request.”

NA

Now, the Bulk Update feature is working as expected as we have increased the timeout.

87031

The Password Management feature was not working with the OTP option when GDPR was enabled.

NA

Now, the Password Management feature is working with the OTP option when GDPR is enabled.

87039

Earlier, the License Expiry Alert e-mail was sent to the users who had access to Admin pages under any modules.

NA

Now, the License Expiry Alert e-mail is sent to the users who have access to Admin pages under Admin module or Admin Reports only.

87059

In the Dashboard report, the OS details of SCCM asset were not displayed under the Software tab.

The Software tab can be access using Reports > Asset Management > Dashboard  > click Software.		NA

The OS details of SCCM asset are displayed under the Software tab of the Dashboard Report

85193

Under Audit Trail section, the action performed on an asset are captured in wrong order.

Example: An Asset is allocated to user A and the same asset is again reallocated to another user B. In this case, the order of action performed should be Allocate > Deallocate > Allocate.  But, in the Audit Trail the order is Deallocate > Allocate> Allocate		NA

Now, the correct order of the action performed on an asset is captured under Audit Trail section.

86706On the License Mapping page of the SOFTWARE MAPPING, user was not able to delete the mapped software the OK button was not working as expected.This issued was observed when the user clicked the delete icon of the required mapped software on SOFTWARE MAPPING page and [(GetLocalMessage"Delete") validation message was displayed with OK and CANCEL buttonsNow the Ok button is working as expected.
87035After creating the user from the NEW USER page, the GDPR compliant fields were shown as plain text in the ADM_Configuration_History table even though the GDPR was enabled in the application.NA

Pre-requisites 

Execute the following script  only when GDPR is enabled and

ADM_Configuration_History  table has existing data. 

Resolution 

Now, in the  ADM_Configuration_History table the GDPR compliant fields are shown in the encrypted format.

84878Asset acceptance through e-mail was not happening for the end user.

This issue was observed when the end user has clicked the Accept button in respective allocation e-mail and auto composed email for Asset acceptance was sent to the configured mailbox.

Post the asset acceptance, the asset status is displayed as pending instead of Accepted.		Now, the asset acceptance through email is working as expected and the asset status for the accepted asset is showing as Accepted.
86789

An SR Approval mail called 'SRXXXX - Service Request Required Approvals' is triggered (XXXX being the SR number) to the Approver.

In this notification mail body, under Actions section, two anomalies were observed:

1) In ‘Required Service Request Approvals’, the first letter of the word Approvals was not capitalized.

2) The action button REJECT was not underlined.

Pre-requisite Steps:

Step1: Create a catalog with Approval Flow

Step2: Raise a SR for the same catalog

The necessary corrections have been made.
86898Under Remarks column of the Approval Details page, junk values like ''??????????" are observed for Arabic input. Issue exists when the SR is approved via web application & email. The issue reflected in the mail triggered after approval.

Precondition:

Ticket should be in Pending for Approval Status.

Pre-requisite Steps:

  1. Login to Application as Approver.
  2. Navigate to Request > Approve Service Request.
  3. Click on the SR ID and Approve Service Request Details Page is displayed.
  4. Click on Approve Service Request Icon.
  5. Select any status in Approval Status drop down.
  6. Enter the Arabic content in the 'Remarks
  7. Click Submit.
  8. In Approve Service Request list page Filter the selected status & click on SR ID.

Remarks column is now displaying the right Arabic content on both web application and mail.

86231

Password expiry reminder mail is not triggered to the cloud-based customers.

Audit log the acknowledgement mails are triggered.

Admin > Password Management > Password Expiry Configuration

Prerequisite steps:

  1. Configure expiry for the user
  2. Configure Password expiry
  3. Send mail for password expiry job must be scheduled and running
Password expiry reminder mail triggers and delivers to the cloud-based customers correctly.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF09.


Issue NoIssue DescriptionScenarioWorkaround <if applicable>
87411

The notification e-mail is not triggering for the configured users after the User Selectable approver approves the CR.

This issue occurs only the User Selectable approver approves the CR.

Prerequisite

Make sure that a User Selectable approver and followed by notification activity or block are configured in a workflow		NA


Issue

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

  1. 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).
  2. 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).
  3. 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:

  1. Login to the Application as Checker.
  2. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.
  3. On the Filter pop-up page, select the Tenant and specify the required details.
  4. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.
  5. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click
  6. Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS
  7. On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.
  8. Click SUBMIT.
  9. Validate the data.
(#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:

  1. Log into the Application as an Administrator.
  2. Configure a Bulletin Board. For more information, see Configuring Bulletins.
  3. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.
  4. 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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Advanced > Automation > Orchestration.
  3. On the WORKFLOW LIST page, click the NEW
  4. On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.
  5. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.
  6. Log out and log into the Application as an Administrator or as an Analyst.
  7. Select Request > Manage Service Requests > Service Request List.
  8. On the SERVICE REQUEST LIST page, specify the Filters and open an SR.
  9. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.
  10. 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.
  11. 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.

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).