Customer Fixed Issues and Known Issues Denali HF04

Owned by Enterprise IT
May 08, 2024
10 min read

Download Release Notes | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali HF03 

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade | Security Best Practices for SummitAI Application Deployment

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 HF04. 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.

#IssueResolution

75471


On the CHANGE HISTORY pop-up of the Incident Details page, the Target Completion Date column was capturing even though the Incident was selected with a Priority with a Resolution SLA value greater than zero.

Bug Reproduction Steps:

  1. On the PRIORITY page (Incident > Configuration > SLA Configurations > Priority > Select the Tenant > Click ADD NEW on the ACTIONS panel), configure a Priority with Resolution SLA Minutes value greater than zero.
  2. Log an Incident with the same Priority for which Resolution SLA Minutes is greater than zero.
  3. Move Incident to Assigned status keeping the same Priority.

Now, on the CHANGE HISTORY pop-up page, the Target Completion Date column is not captured when the Incident Resolution SLA value is greater than zero.

 

75739

Prerequisites

  • Configure a new User Type on the USER TYPE page.
  • Add users under the newly configures User Type.

For Example

User Type: Senior Management

User: ryan@xyz.com

Issue

An asterisk (*) was not displaying next to the selected Caller name. This issue was occurring when searching and selecting the configured user in the Caller field of the New Incident For User page.

Now, the asterisk (*) is displayed next to the selected Caller name.

75483


The source E-mail was not uploaded under the Attachment section of a newly logged Incident. This issue was occurring when an Incident was logged with the Mail to Ticket functionality. 

Now, the source E-mail is uploaded under the Attachment section of the newly logged Incident.

75895

 

Prerequisites:

1.Configure the Orchestration Script with input parameters.

The configured Script parameters were not displaying under the Step 2 - Configure Actions tab of the ORCHESTRATION page. This issue was occurring when an Administrator tried to edit the configured Script.

Bug Reproduction Steps:

  1. Configure the Orchestration using the configured Script and map the parameters.
  2. Submit the Orchestration Configuration. The Orchestration Configuration is saved.
  3. Open the configured Orchestration and edit the configured Script in Step 2 - Configure Actions tab.

Now, the configured Script parameters are displayed under the Step 2 - Configure Actions tab of the ORCHESTRATION page even when an Administrator tried to edit the Script.

77285

The following issues were occurring while logging an SR through the API key login method:

  1. The ENTITLED SERVICE icon was appearing on the DETAILS section pane of the SERVICE CATALOG DETAIL page.
  2. The E-mail notification was not getting triggered to the Caller and triggered only to the Logged By user.

Now, the ENTITLED SERVICE icon is not appearing on the DETAILS section pane and the E-mail notification is triggering to the Caller.

77562

The Child Work Order that was configured with the Conditional Creation was not getting created under the RELATIONSHIP tab of a logged SR. This issue was occurring only when the Parent Work Order of a Catalog was resolved on execution of the Orchestration Scripts.

Bug Reproduction Steps:

  1. Create a Catalog.
  2. Configure the Work Order – Catalog Mapping with the created Catalog. For example, WO1 without Conditional Creation and WO2 with the Conditional Creation and W01 as Parent Work Order.
  3. Configure Orchestration for the WO1.
  4. Log an SR that met as per the configured Conditional Creation.
  5. After the WO1 was resolved, the WO2 was not getting created.

Now, the Child Work Order is created after the resolved Parent Work Order by the Orchestration and displayed under the RELATIONSHIP tab of a logged SR.

76691

The auto-escalation e-mail for Service Request Response SLA violation was getting triggered to the user of a different Tenant instead of the user configured for the same tenant.

Now, auto-escalation e-mail for Service Request Response SLA violation e-mail is triggering to the user of the same Tenant.

76103



The following GET method was invoking after the session timeout and displaying an invalid access.

Sample error:

System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation.

SummitNet.WS.Common.GeneralConfigService..ctor

GET-/ws/common/generalconfigservice.asmx/refereshsessiontimeoutcookies  

System.Exception: Invalid access! ---> System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation.

at SummitNet.WS.Common.GeneralConfigService..ctor

Now, it is not invoking the refereshsessiontimeoutcookies method after the session timeout.

The following error was displaying while the session was not initialized. This error message was captured and suppressed in the code.

Sample error:

System.NullReferenceException: Object reference not set to an instance of an object.

SummitWeb.BasePage.get_LicenseEdition

GET-/summit_ssologin.aspx  

Object reference not set to an instance of an object.

System.NullReferenceException: Object reference not set to an instance of an object. 

Now, it is fixed by handling the Null condition.

The following  error was occurring due to the Time Zone check.

Sample error:

System.TimeZoneNotFoundException: The time zone ID '(UTC - 05:00) EST - Eastern Standard Time' was not found on the local computer.

System.TimeZoneInfo.FindSystemTimeZoneById

POST-/summit_samlresponse.aspx  

The time zone ID '(UTC - 04:00) EDT - Eastern Daylight Time' was not found on the local computer.

Now, the code is removed since it is not in use.

The following error was occurring due to an old HTML tag for DScript that contained only DIV tag.

Sample error:

Unexpected character encountered while parsing value: <. Path '', line 0, position 0. 

Newtonsoft.Json.JsonReaderException: Unexpected character encountered while parsing value: <. Path '', line 0, position 0. 

  at Newtonsoft.Json.JsonTextReader.ParseValue 

Now, the HTML tag is handled to support the JSON conversion.

The following error was displaying while the session was not initialized. This error message was captured and suppressed in the code.

Sample error:

System.NullReferenceException: Object reference not set to an instance of an object. 

at LayoutMaster.master_Page_PreLoad 

at System.Web.UI.Page.OnPreLoad 

Now, it is fixed by handling the Null condition.

Fixed API Issues

This section describes the API issues fixes in the release, Denali HF04.

Fixed API Issues

The following issues are fixed for the IM_LogOrUpdateIncident API:

  • Re-opening of a closed Incident. Now, the user cannot re-open a closed Incident.
  • Source as a mandatory field for updating an Incident. Now, the source is not a mandatory field for updating an Incident.
  • Resolution code as a mandatory field for a violated SLA. Now, the Resolution code is not a mandatory field for a violated SLA.
  • Throwing an error message when the CI is linked with an Incident.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali HF04.

Issue

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.

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. (#67236)

Bug Reproduction Steps:

  1. Select Asset > User > Manage Asset > Import > Import Asset.
  2. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT.
  3. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected.  Click Next.
  4. Click the Preview tab and select the store where you want to import the Assets from the Store list.
  5. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel.
  6. 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.
  7. Add two Assets with same Serial Number.
  8. The Application allows to import or add two Asset with same Serial Number.
  9. 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.
  10. 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.

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).