Customer Fixed Issues and Known Issues Alps SP1 HF09

Owned by Enterprise IT
May 09, 2024

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Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in ALPS SP1 HF09. 

#

Issue

Resolution

68299

A validation message, “Only a PIR Reviewer can close the Change Record.”, was getting displayed when a PIR Reviewer who was not configured for other Change Type, was trying to close the Change Record.

Prerequisites: 

Make sure that the PIR Reviewer is configured for Change Type as Emergency and Category as ALL.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Change > User > New Change Record.
  3. On the NEW CHANGE RECORD page, select the Tenant and Change Type as Normal or Expedited, etc. except Emergency.
  4. Fill in the other mandatory fields under the GENERAL, RISK, LOGS, TEST, CHECKLIST, RELATIONSHIP, REQUIREMENTS, RELEASE, IMPLEMENTATION, and ADDITIONAL INFORMATION tabs. Click SUBMIT.
  5. Log into the Application as CR Authorizer.
  6. Select Change > User > Change Record List.
  7. On the CHANGE RECORD LIST page, specify the Filter criteria and select the same Change Record that was created through steps 1-5.
  8. On the CHANGE RECORD page, click APPROVAL on the ACTIONS panel.
  9. On the APPROVAL pop-up page, select the Approval Status from the list as Authorize and specify remarks. Click SUBMIT.
  10. Log into the Application as CR Approver.
  11. Select Change > User > Approve Change Records.
  12. On the APPROVE CHANGE RECORD page, specify the Filter criteria and select the same Change Record, that was created through steps 1-5.
  13. On the CHANGE RECORD page, click APPROVAL on the ACTIONS panel. 
  14. Change the CR Status to Implemented and specify all mandatory fields. Click SUBMIT.
  15. A validation message, “Only a PIR Reviewer can close the Change Record.”, displays on the Application screen.

Now, no validation message is displayed to the PIR Reviewer (who is not configured for other Change Type) when tries to close the Change Record.

67475 

On the FILTERS pop-up page of INCIDENT LIST page, the Workgroup field was displaying value as All Selected even though only a few of the Workgroups were selected while configuring the View. This issue was occurring when the "View All Incidents" checkbox was selected while creating the View on the FILTERS pop-up page.
Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Incident > Manage Incidents > Incident List.
  3. On the INCIDENT LIST page, click Filters on the ACTIONS panel.
  4. On the FILTERS pop-up page, select Create View checkbox, specify the View name and select “Set as default view” checkbox. Click SAVE.
  5. Select a Tenant and specify multiple Workgroups (Example: 5 different Workgroups) under the Workgroup field. Click SUBMIT.
  6. Log out and log into the Application.
  7. Select Incident >Incident List.
  8. On the INCIDENT LIST page, click Filters on the ACTIONS panel. The Workgroup field shows only the configured Workgroups on the FILTERS pop-up page.
  9. Select Incident > Manage Incidents > Work Order List and then select Incident > Manage Incidents > Incident List.
  10. On the INCIDENT LIST page, click Filters on the ACTIONS panel and verify the filter values.
  11. On the FILTERS pop-up page, the Workgroup field is showing value as All Selected even though only a few Workgroups were selected while configuring the View.

Now, the Workgroup field on the FILTERS pop-up page of the INCIDENT LIST page is d only the selected Workgroups.

66182 

Few of the Approvers who were not part of SR Approval Workflow were able to access the Approve Service Request page using the Application URL shared by the Approvers who were part of the SR Approval Workflow.

Bug Reproduction Steps:

  1. Log into the Application as an End User.
  2. Select Request > New Service Request.
  3. On the New Service Request page, select the Tenant, Catalog, and specify other details. Click SUBMIT.
  4. Log out and log into the Application as an SR Approver.
  5. Select Request > User > Approve Service Requests.
  6. On the APPROVE SERVICE REQUEST page, specify filter and open the same SR that is raised through steps 1-3.
  7. Now, copy the application URL and share it with an Approver who does not belong to this SR Approval Workflow.
  8. Log out and log into the Application as an Approver who does not belong to the SR Approval Workflow for the SR raised in the above steps.
  9. You can access the Approval page using the URL shared in Step 7.

Now, when Approvers who do not belong to an SR Approval Workflow try to access the SR Approval page using the Approval Application URL, a validation message is displayed, and they cannot access the page.

67804

A deactivated CAB member can view the Standard Change Template list, which should be available only to the active CAB members.

Prerequisites: 

Make sure that the user is a CAB member.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Change > User > New Change Record.
  3. On the NEW CHANGE RECORD page, select the Tenant, Category as Small, and Change Type as Normal.
  4. Select “Propose For Standard Change” check box and fill in the other mandatory fields under the GENERAL, RISK, LOGS, TEST, CHECKLIST, RELATIONSHIP, REQUIREMENTS, RELEASE, IMPLEMENTATION, and ADDITIONAL INFORMATION tabs.
  5. Click SUBMIT.
  6. Log into the Application as CR Authorizer.
  7. Select Change > User > Change Record List.
  8. On the CHANGE RECORD LIST page, specify the Filter criteria, and select the same Change Record that was created through steps 1-5.
  9. On the CHANGE RECORD page, click APPROVAL on the ACTIONS panel.
  10. On the APPROVAL pop-up page, select the Approval Status from the list as Authorize and specify remarks. Click SUBMIT.
  11. Log into the Application as CR Approver.
  12. Select Change > User > Approve Change Records.
  13. On the APPROVE CHANGE RECORD page, specify the Filter criteria, and select the same Change Record that was created through steps 1-5.
  14. On the CHANGE RECORD page, click APPROVAL on the ACTIONS panel.
  15. On the APPROVAL pop-up page, select the approval status from the list as Yes and specify remarks. Click SUBMIT.
  16. Change the CR Status to Implemented and specify all mandatory fields. Click SUBMIT. For more information on creating Standard Template, see Creating Standard Templates.
  17. Make sure that the created Standard Template is added in the Standard Change Template List.
  18. Change the CAB member to Inactive. For more information on making a CAB member inactive, see Configuring Change Advisory Board (CAB) Members.
  19. Log into the Application as deactivated CAB member.
  20. Select Change > User > Standard Template List.
  21. The CAB member can view the Standard Change Template List even after being deactivated from the CAB list.

The deactivated CAB members can no longer view the Standard Change Template List after being deactivated from the CAB list.

68322 

The pagination was not working on the PROFILE MAPPING page when more than 15 machines were added under the System Details section.
Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Asset > Application Control > Profile Mapping.

  3. On the PROFILE MAPPING page, select a Tenant and add multiple systems.

    Note:

    15 or more systems should be added on the PROFILE MAPPING page.

  4. On the PROFILE MAPPING page, check the System Details section. On clicking the pagination link, an error is displayed.

Now, the pagination is removed, and all the systems added under the System Details section are displayed on the same page.

65541 

The e-mail notification to the second level Approver for Asset Movement was showing a different number of Assets than the actual number of Assets . This issue was occurring after any Approver from level one Approval approved or rejected the Asset Movement.

Prerequisites:

Make sure that two Approvers are configured for level one Approval of Asset Movement.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Asset > User > Manage Assets > Asset Inventory > Fixed.
  3. On the FIXED ASSET page, specify the filter criteria and click SUBMIT.
  4. On the FIXED ASSET LIST page, click on In-Store count.
  5. On the Asset page, click Filters on the ACTIONS panel and select the Store from which Asset needs to be moved under the Location field. Click SUBMIT.
  6. Select an Asset and click STORE MOVEMENT icon on the ACTIONS panel.
  7. On the STORE MOVEMENT page, select the Asset destination under Destination Store and enter all the mandatory fields. Click SUBMIT.
  8. Log out and log into the Application as Level 1 approver.
  9. Select Asset > User > Manage Assets > Approvals > Movement Approval.
  10. On the MOVEMENT APPROVAL page, specify the filter criteria and select the same Asset that is moved through steps 1-7.
  11. On the MOVEMENT APPROVAL LIST page, click the Movement ID to approve or reject the movement request.
  12. On the MOVEMENT APPROVAL pop-up page, type in the required details. Select an appropriate Approval Status and provide your comments in the Comments text box. Click SUBMIT.
  13. Verify the Asset quantity on the Asset Approval e-mail notification that is sent to the second level approver.
  14. The e-mail notification to the second level approver on Asset Movement approval is showing a different number of Assets than the actual Asset number.

Now, the e-mail notification to the second level Approver for Asset Movement is displaying the correct Asset quantity.

67177 

The RESIGNED APPROVER LIST page was not displaying all the resigned Approvers.

Prerequisites:

Make sure that the Catalog is configured for the following approval flow:

  • Approver as Reporting Manager
  • Approver as User Selectable
  • Approver as HOD
  • Approver as Workgroup Owner

Make sure that different Approvers are  configured for all the Catalogs.

Bug Reproduction Steps:

  1. Log into the Application as an End User.

  2. Log a Service Request. For more information on Logging a Service Request, see Logging Service Requests.

    Note:

    Make sure that the same Catalog is selected that is configured in the prerequisites while logging the SR.

  3. Log out and log into the Application as an Administrator.
  4. Select Admin > Basic > Users > User List.
  5. On the USER LIST page, specify the filter criteria and select the same Approver that is configured for Catalog.
  6. On the User details page, under the GENERAL tab, uncheck the Active check box and click SUBMIT.
  7. Select Admin > User > Resigned Approver List.
  8. On the RESIGNED APPROVER LIST page, specify the filter criteria and click SUBMIT.
  9. On the RESIGNED APPROVER LIST page, verify the Resigned Approver details. The Approver that is made inactive is not displaying.

Now, the RESIGNED APPROVER LIST page is displaying all the resigned Approvers.

69147

An error message, “Oops! An error occurred”, was getting displayed on the Application screen when a CI with the same Make that is existing in the CMDB, was uploaded on the IMPORT DISCOVERY DATA page.

Bug Reproduction Steps:

  1. Log into the Application as an End User.
  2. Select CMDB > User > Import Discovery Data.
  3. On the IMPORT DISCOVERY DATA page under the GENERAL tab, select the desired Tenant, Classification, and System Type.
  4. Under the Discovery Data tab, select the CI with the same Make, which is already existing in the CMDB. Click Next.
  5. Under the Upload Configuration Items tab, fill in all mandatory fields. Click UPLOAD.
  6. An error message, “Oops! An error occurred", is getting displayed.

Now, CIs with the same Make, already existing in CMDB can be imported using the IMPORT DISCOVERY DATA page without any error.

69050 &
69051

The CI Report was not displaying any data or/ updated data. This issue was occurring when the CI Report was extracted after linking a CI with the Incident.
Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Incident > Manage Incidents > Incident List.
  3. On the INCIDENT LIST page, specify the Filter criteria. Click SUBMIT.
  4. On the INCIDENT LIST page, open an Incident and click the RELATIONSHIP tab.
  5. On the RELATIONSHIP tab, click Link drop-down and select Configuration Item.

  6. On the RELATIONSHIP pop-up page, specify the required details and click SEARCH. Select the CI and click LINK.

    Note:

    Make sure that the linked CI is displaying under the RELATIONSHIP tab.

  7. Select Report >Incident Management.
  8. Select CI Report from REPORTS drop-down.
  9. On the CI REPORT page, specify the Filter criteria and click SUBMIT.
  10. On the CI REPORT page, verify the report details.
  11. No report or updated CI report is displaying on the CI REPORT page.

Now, the CI Report is displaying data correctly.

68118

While rescheduling download of selected or all Patches, the Application was displaying an error message, “Oops! An error occurred”, and the Patches were not getting downloaded.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Asset > Configuration > Patch Management > Configuration.
  3. On the CONFIGURATION page, select the Tenant, and under the DETAILS section, select a Proxy in the Proxy drop-down field.
  4. On the CONFIGURATION DETAILS page, click PATCH DETAILS BY PROXY icon on the ACTIONS panel.
  5. On the PATCH DETAILS BY PROXY  pop-up page, select the few patches and click RESCHEDULE DOWNLOAD FOR SELECTED or click RESCHEDULE DOWNLOAD FOR ALL PATCHES, a validation message, "Do you want to reschedule the file download for all the patches? ", is displayed. Click OK.
  6. An error message,” Oops an error occurred", is getting displayed.

Now, the Patches can be downloaded without any error using the RESCHEDULE DOWNLOAD FOR SELECTED and RESCHEDULE DOWNLOAD FOR ALL PATCHES icons on the PATCH DETAILS BY PROXY pop-up page.

66439 

When Assets are discovered through the Summit System Information (SSI) agent, on the Discovered Asset Details Report, the Asset System Type bifurcation was not getting mapped correctly.

Bug Reproduction Steps:

  1. Log into the Application as an End User.
  2. Select Reports > Asset Management.
  3. Under the REPORTS drop-down, select Discovered Asset Details Report.
  4. On the DISCOVERED ASSET DETAILS REPORT page, check for the Asset System Type bifurcation of the discovered Assets.
  5. The Asset System Type bifurcation is not getting mapped correctly.

Now, the Asset System Type bifurcation is mapped correctly on the DISCOVERED ASSET DETAILS REPORT page.

67188 

 

While monitoring the Web Service URL using URL Monitoring, the Application provides responses about the URL status based on the configured text values in TEXT EXISTS or TEXT NOT EXIST field on the ADD URL page (Operations > Configuration > URLs).

In Web Service URL monitoring, the URL status was shown as UP even though the text that was specified in the Text Not Exists field was not present in the URL response. For more information on Text Exists and Texts Not Exists field description, see Adding or Modifying URLs

Now, if the text that is configured in the Text Not Exists field on the ADD URL page not available in the URL response, then the URL status is displayed as Down.

67563 

Incidents for a Server Event Log were getting auto-logged even though the Maintenance window was configured for that particular time.

Now, the incidents are not logged for Server Event Log within the configured Maintenance window period.

Known Issues

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

Issue

Consider a scenario where an Asset is first allocated to Multiple Users without Maker-Checker configuration and deallocated with Maker-Checker configuration. Again, the same Asset is allocated to Single User without Maker-Checker configuration. The Asset is displayed in the In-Store list instead of getting displayed in the Allocated Asset list., (#70998)

Bug Reproduction Steps:

  1. Log into the Application.
  2. Make sure that the Maker Checker configuration is disabled on the TENANT
  3. Add an Asset. For more information on adding an Asset, see Adding Fixed Assets.
  4. Select Asset > User > Manage Assets > Asset Inventory.
  5. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In-Store count.
  6. On the FIXED ASSET list page, select the check box corresponding to the Asset and click ALLOCATE on the ACTIONS
  7. On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Multiple User in the Allocate To field and specify other fields. Click SUBMIT.
    Example:

    Allocate the Asset to multiple Users, such as sam.123@symphonysummit.com, and john.1@symphonysummit.com.

  8. On the TENANT page, enable the Maker Checker configuration.
  9. Select Asset > User > Manage Assets > Asset Inventory.
  10. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, specify the filter criteria and search the same Asset that is Allocated in steps 4 to 7. Click SUBMIT.
  11. On the FIXED ASSET list page, select the check box corresponding to the Asset and click DEALLOCATE on the ACTIONS panel.
  12. On the DEALLOCATE FIXED ASSET page, specify the required fields and click In-Store count.
  13. Make sure that the Asset Deallocation request is sent for approval on the Maker-Checker Approval page.
  14. Log into the Application as Checker Approver.
  15. Approve the Asset on the MAKER-CHECKER ASSET APPROVAL For more information on approving Maker-Checker Asset, see Approving Asset Using Maker-checker.
  16. Log out and log into the Application as an Administrator.
  17. On the TENANT page, disable the Maker-Checker configuration.
  18. Select Asset > User > Manage Assets > Asset Inventory.
  19. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In Store count.
  20. On the FIXED ASSET list page, select the check box corresponding to the same Asset that was allocated to Multiple Users and click ALLOCATE on the ACTIONS panel.
  21. On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Single User in the Allocate To field and specify other fields. Click SUBMIT. 
  22. On the FIXED ASSET page, specify the filter criteria for Status as Allocated and click SUBMIT.
  23. On the FIXED ASSET page, the Asset is not displaying in the Allocated Assets list.
  24. On the FIXED ASSET page, specify the filter criteria for Status as In-Store and click SUBMIT.
  25. On the FIXED ASSET page, the Asset is displaying in the In-Store Asset list.

The Incident Description is getting cropped when an Analyst (with edit-rights) is editing the Incident Description using the Google Chrome browser. (#69984)

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Tenant.
  3. On the TENANT page, specify the Filters criteria.
  4. On the TENANT LIST page, select a Tenant and click CONFIGURE DETAILS under ACTIONS panel.
  5. Select INCIDENT MANAGEMENT under MODULES and select Allow Analyst to Edit Description check box under the For Analyst section.
  6. Log into the Application as an End User.
  7. Select Incident > User > New Incident.

  8. On the New Incident page, in the Description fields enter text and an image copied from Web or other sources. Specify the other fields and click SUBMIT.

    Note:

    Make sure that the Description field includes both an image and text.

  9. Log into the Application as an Analyst using the Google Chrome browser.
  10. Select Incident > User > Manage Incidents > Incident List.
  11. On the INCIDENT LIST page, specify the Filter criteria and open the same Incident.
  12. Verify the Description field content. The Incident description is getting cropped.

The Username, E-mail ID, Emp Id, and values for few of the columns are not displayed in the columns under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page when the Checker refers back Assets of Deallocation Transaction type.(#67805)

Precondition:

  1. Make sure that the Asset is allocated to Single User with Maker-checker.
  2. Make sure that the Asset is sent for Deallocation and Checker refers back the Asset.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Reports > Asset >Maker-checker Dashboard.
  3. On the FILTERS pop-up page, select a Tenant, Location, and specify Referred Back in the Status. Click SUBMIT.
  4. On the MAKER-CHECKER DASHBOARD page, click Deallocated count hyperlink.

Check the Username and E-mail ID for the Asset. The Username, Email ID, Emp id and values for few of the columns are not displaying under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page

On the FIXED ASSET INVENTORY page, only added Assets with Maker Checker configuration are displayed when Referred Back is selected in the Checker Status drop-down list on the FILTERS pop-up page. (#65848).

Required configuration:

  1. Log into the Application
  2. Select Admin > Infrastructure > Tenant.
  3. On the TENANT LIST page, select a Tenant.
  4. On the TENANT page, click CONFIGURE DETAILS under ACTIONS panel.
  5. Select ASSET MANAGEMENT under MODULES.
  6. Select Enable Maker-Checker check box.

 Bug Reproduction Steps:

  1. Select Asset > Manage Assets > Asset Inventory.
  2. On the ASSET INVENTORY page, select FIXED under SELECT THE ASSET TYPE.
  3. On the FIXED ASSET page, select a Tenant.
  4. On the FILTERS pop-up page, select Referred Back in the Checker Status drop-down list. Only the added Assets with Maker Checker configuration are displayed.

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.

Overlapping of content is observed on the Pagination bar of all the pages having lot of records (typically in the range of 5 digits).

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.

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).