Customer Fixed Issues and Known Issues Tahoe SP3 HF29

Owned by Comala Publishing for Confluence Cloud
Nov 09, 2024

 | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali HF03 << Denali SP1 << Denali SP1 HF01 << Tahoe << Tahoe SP1 << Tahoe SP3 HF01 << Tahoe SP3 HF01 (v1) << Tahoe SP3 HF02 << Tahoe SP3 HF03 << Tahoe SP3 HF04 << Tahoe SP3 HF05 << Tahoe SP3 HF06 << Tahoe SP3 HF07 << Tahoe SP3 HF08 << Tahoe SP3 HF09 << Tahoe SP3 HF10 << Tahoe SP3 HF11 << Tahoe SP3 HF12 << Tahoe SP3 HF13 << Tahoe SP3 HF14 << Tahoe SP3 HF15 << Tahoe SP3 HF16 << Tahoe SP1 HF17 << Tahoe SP3 HF18 << Tahoe SP3 HF19 << Tahoe SP3 HF20 << Tahoe SP3 HF21 << Tahoe SP3 HF22 << Tahoe SP3 HF23 << Tahoe SP3 HF24 << Tahoe SP3 HF25 << Tahoe SP3 HF26 << Tahoe SP3 HF27 << Tahoe SP3 HF28

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

  On this page:

Customer Fixed Issues | Known Issues 

Merged Releases

The following release is merged with this release:

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF29 for the following modules:

Service Management


Issue IDIssue DescriptionScenarioResolution
157353 Response and Resolution SLA Met values were captured as Null in IM and SR records.

Prerequisite:

IM to SR conversion with Auto Resolve incident and SR to IM conversion with Auto Resolve SR must be at the Tenant level configuration. 

Steps:

  1. Create a Service Request and convert the SR to Incident. The source SR is linked with the Incident in the RELATIONSHIP tab.

  2. Open the above converted Incident and resolve it.

  3. Create an Incident and convert the Incident to SR. The source Incident is linked with the SR in RELATIONSHIP tab.

  4. Open the above converted SR and resolve it.
Response and Resolution SLA Met value is capturing correctly in IM and SR records. 
155985 

If the end-user filtered the CR List page with the Open status, then Closed / Cancelled records were also displayed. 

Note:

All the CRs present in "CM_Change_Request_Master" table must be in Closed or Cancelled status. 

Steps: 

  1. Log in to Application as an Analyst. 
     
  2. Navigate to Change > Change Record List.

  3. CR List page is displayed.

  4. Verify CR with Open status using filters for the CRs.                            
CRs are displaying appropriately upon filtering. 
151677 End users and Analysts could not get the incident details in the mobile application.  

Steps: 

  1. Log in to the Mobile Application. 
     
  2. Click My Incidents. It displays the list of incidents.
  3. Click any incident ID to open the incident details.  

In the IM_GetMyIncidents API, to get the incident attributes is as below.  

Sample Request 
{ 

"ServiceName": "IM_GetMyIncidents", 

"objCommonParameters": { 

"_ProxyDetails": { 

"AuthType": "APIKey", 

"APIKey": "F5MJWDOPQ8QSGMzNZfdkCytY9mLqrRVxrhQuCJfw4Gg=", 

"ProxyID": 0, 

"ReturnType": "JSON" 

}, 

"IncidentParam": { 

"Caller": "11", 

"OrgID": "1", 

"PageSize": 20, 

"Instance": "ALL", 

"Status": "ALL", 

"Executive": 0, 

"Workgroup": 0, 

"CurrentPageIndex": 0 

}, 

"InstanceCode": "ALL" 

} 

}


Sample Response 
{ 

    "Errors": "", 

    "Message": "", 

    "Output": "", 

    "TokenID": "096902C4E0A8A3D63F44DE4AB8DB688AA01A8EF237CA3A2DA6975D6167DCF1A3F511B3F10898969FF0232D381C96A8490F501A2C4F486C97A52E4C7A29E2DFD0A188EFE4D3CC84EFCCF327D24875CBFE0B5E61A665F294C89383709F76827A245786C73AC53F77DA6A33E9AB6474C3D301E12D6610F4D3C1D9656C0D5A72AA9B3930FF196F2F6BE9925ED3EF10297222FD7D2B5BF71CEF5DB90815861A4B3414173B5E6D", 

    "OrgID": 0, 

    "OutputObject": { 

        "MyTickets": [], 

        "GridViewDisplayColumns": [ 

            { 

                "LabelName": "Ticket_ID", 

                "Value": "Ticket_ID", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Incident ID", 

                "Value": "Incident ID", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Logged Time", 

                "Value": "Logged Time", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Status", 

                "Value": "Status", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Caller", 

                "Value": "CallerName", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Workgroup", 

                "Value": "Workgroup Name", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Symptom", 

                "Value": "Symptom", 

                "Placeholder": null, 

                "IsCustomField": false 

            }, 

            { 

                "LabelName": "Pending Reason", 

                "Value": "Pending", 

                "Placeholder": null, 

                "IsCustomField": false 

            } 

        ] 

    }, 

    "OutputID": 0, 

    "Input": null 

}
The incident list page and incident details are displayed in the mobile application.  
155022 The Audit Details for Configuration Pages report displayed incorrect data.  

Prerequisites: 

  1. Navigate to Incident > Others > E-mail Notifications.  

  2. Select the required Tenant. Click Add New. Specify the required details and click Submit.  

  3. Select the created Workgroup.  

  4. Select the Status and other required details in the table and click Submit.  

  5. Update the new Location or Customer to change the configuration.  

  6. Click Submit.  

Steps: 

  1. Navigate to Reports > Admin > Audit Details for Configuration Pages.

  2. Verify the report’s data.  
The Audit Details for Configuration Pages report displays appropriate data. 
156136 The group approval settings were configured according to the location. However, when a Service Request (SR) was submitted for that location, it did not adhere to the correct approval workflow. 

Refer to the SR_LogServiceRequestCatalog API mentioned.  

Sample Request 
{ 

"ServiceName": "SR_LogServiceRequestCatalog", 

"objCommonParameters": { 

"_ProxyDetails": { 

"AuthType": "APIKey", 

"APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

"ProxyID": 0, 

"ReturnType": "json", 

"OrgID": 1, 

"TokenID": "" 

}, 

"SR_TicketParame": { 

"Instance": "Info", 

"ServiceCatalogID": "9076", 

"ServiceCatalogName": "Extend catalog", 

"RequesterEmailID": "abc.xyz@symphonyai.com", 

"SRRemarks": "Request Justification", 

"LoggedByEmailID": "abc.xyz@symphonyai.com", 

"CustomFields": [] 

} 

} 

}


Sample Response 
{ 

"Errors": "", 

"Input": null, 

"Message": "Successfully saved the service request. Service Request ID: 4720", 

"OrgID": 0, 

"Output": null, 

"OutputID": 0, 

"OutputObject": null, 

"TokenID": null, 

"TicketID_Encrypted": null, 

"TicketID_Internal": 4696, 

"TicketNo": 4720 

}
The created SR adheres to the correct approval workflow. 
157663, 156128, 156130 

Images and text in the User Communication area of Work Orders were overlapping and the column was cut off. 

The overlap happened when: 

 

  1. The text was lengthy 
  2. Any image was added 
  3. A third entry was added 

 

The User Communication and Private Log sections on the Work Order page overlap when zoomed to 75% to 80%. 

 

Steps: 

  1. Navigate to Incident > Manage Incidents > Work Order List. 
    The Work Order List page is displayed.

  2. Click the desired Work Order ID hyperlink to view the details page.

  3. Click the Communication tab and enter a lengthy text in the User Communication box.

  4. With the system’s display scaling 100%, zoom out to 75% or 80%, check and verify if the User Communication data is displayed properly. 
Images and text in the User Communication area of Work Orders appear accurately without any overlapping. 
154358 An error message ‘Oops, an error occurred’ was displayed while attempting to create a Remote Desktop Session for Screen Connect. This issue led to the generation of duplicate security codes, indicating that the Remote Desktop Session was not functioning properly. 

Prerequisite: 

Configure Screen Connect.   

Steps:  

  1. Log in to the application as an Analyst. 

  2. Navigate to Request > Service Request List.

  3. Click SR ID hyperlink from the list. 

  4. Click REMOTE DESKTOP icon.

  5. In the REMOTE DESKTOP SHARING page, select the Screen Connect from the RDP Type drop-down. 

  6. Click REQUEST. 
The length of the security code has been increased and configurable to prevent duplicates and the Remote Desktop Session is working without any issue. 

156093 

The mail-triggering pattern was not consistent. The scheduler run was sometimes daily, or after 4 days, after 7 days, or 2 weeks.  

Prerequisites: 

  1.  SR Reminder - To Approver and SR Reminder - To All Current Approver jobs should be configured. 

  2. Email ID of the SR approvers should contain single quote. For Example: abc's@symphonyai.com. 

 

 Steps: 

  1.  Change the Email ID of few users with single quote, we can do this from user list screen. For Example: abc's@symphonyai.com.  

  2. Create a Catalog with Workflow and Approvals. Make the users which we modified in the above step as Approvers.  

  3. Create few SRs in that Catalog. 

  4. Then run the SR Reminder - To Approver and SR Reminder - To All Current Approver jobs 

The mail is triggered to users having a single quote in the Email ID in accordance with the Scheduler configuration.   

157924The incident was not getting auto resolved when an SR is resolved.

Prerequisites:

  1. Caller email ID column must be null in user_master table

  2. IM_EnableFeedbackSmiley must be equal to True in Summit_Config table

Steps: 

  1. Navigate to Incident (User >New Incident or Manage Incidents > New Incident for User) to raise an incident.

  2. Click on Incident ID hyper link for the above created incident. 

  3. On Incident Details page, navigate to Convert to Request under Actions panel to convert this incident to an SR. 

  4. Resolve the SR and related incident is automatically resolved.
The incident is getting auto resolved when an SR is resolved.
132664The application was getting logged out while accessing the BI report.

Steps: 

  1. Navigate to Reports > Select the required module.

  2. Select the BI report under Reports drop-down.

  3. Try to access the report.
The application is not getting logged out while accessing the BI report.
156092 The latest Proxy Name was not updated when a new Proxy was assigned to Summit Asset Agent.  

Steps: 

  1. Navigate to Reports > Asset Management. 
  2. Select Agent Online Status Report from Reports dropdown.  
  3. In the Agent Online Status Report page, select  Filters icon. 
  4. Enter all the required fields in the Filters pop-up page. Click Submit.  
  5. AGENT ONLINE STATUS details are displayed.  
  6. Verify the Proxy Name. 

The latest Proxy Name is shown when a new Proxy is assigned to Summit Asset Agent.  

  

158041

Issue 1:

LoggedByEmail and LogSRForUserMode parameters were not returning the correct value in the API response.

Issue 2:

Service Category and Approver details were not there in Service Request details while fetching details from SR approval dashboard.

Steps:

Issue 1:

  1. Log in to Postman application.

  2. Open SR_LogServiceRequestCatalog API.

    Refer the following sample request payload and sample response payload:

     Sample Request

    { 

        "ServiceName": "SR_LogServiceRequestCatalog", 

        "objCommonParameters": { 

            "_ProxyDetails": { 

                "AuthType": "APIKey", 

                "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

                "ProxyID": 0, 

                "ReturnType": "json", 

                "OrgID": 1, 

                "TokenID": "" 

            }, 

            "SR_TicketParame": { 

                "Instance": "Info", 

                "ServiceCatalogID": "9076", 

                "ServiceCatalogName": "Extend catalog", 

                "RequesterEmailID": "abc@xyz.com", 

                "SRRemarks": "Request Justification: This is just for testing - please ignore ", 

                "LoggedByEmailID": "abc@xyz.com", 

                "CustomFields": [] 

            } 

        } 

    } 

    Note: LogSRForUserMode flag should be set true.

     Sample Response

    { 

        "Errors": "", 

        "Input": null, 

        "Message": "Successfully saved the service request. Service Request ID:  4720", 

        "OrgID": 0, 

        "Output": null, 

        "OutputID": 0, 

        "OutputObject": null, 

        "TokenID": null, 

        "TicketID_Encrypted": null, 

        "TicketID_Internal": 4696, 

        "TicketNo": 4720 

    }

Issue 2:

  1. Log in to Postman application.

  2. Open SR_GetUserApprovalDashBoard API. 
     
    Refer the following sample request payload and sample response payload:

     Sample Request

    { 

        "ServiceName": "SR_LogServiceRequestCatalog", 

        "objCommonParameters": { 

            "_ProxyDetails": { 

                "AuthType": "APIKey", 

                "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

                "ProxyID": 0, 

                "ReturnType": "json", 

                "OrgID": 1, 

                "TokenID": "" 

            }, 

            "SR_TicketParame": { 

                "Instance": "Info", 

                "ServiceCatalogID": "9076", 

                "ServiceCatalogName": "Extend catalog", 

                "RequesterEmailID": "abc@xyz.com", 

                "SRRemarks": "Request Justification: This is just for testing - please ignore ", 

                "LoggedByEmailID": "abc@xyz.com", 

                "CustomFields": [] 

            } 

        } 

    }

     Sample Response


    "{\"Errors\":\"\",\"Input\":null,\"Message\":null,\"OrgID\":0,\"Output\":\"[{\\\"Module\\\":\\\"Service Request\\\",\\\"Count\\\":\\\"15\\\",\\\"Url\\\":\\\"\\\",\\\"DataList\\\":[{\\\"ROWNUM\\\":1,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4739\\\",\\\"ServiceTicketID\\\":\\\"4763\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4763\\\",\\\"LoggedOn\\\":\\\"2024-10-21 15:10:47\\\",\\\"CallerName\\\":\\\"manasa\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"????????????????????????\\\",\\\"CatalogName\\\":\\\"Extend catalog\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":\\\"SymphonySummit\\\",\\\"Location\\\":\\\"Mumbai\\/Bangalore\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9076,\\\"RequestorID\\\":197,\\\"SR_Remarks\\\":null,\\\"CatalogFullPath\\\":\\\"\ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \\\\\\\\Extend catalog\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":1,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"TPWiZCRsA0apZpm3d5uEtg%3d%3d\\\"},{\\\"ROWNUM\\\":2,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4723\\\",\\\"ServiceTicketID\\\":\\\"4747\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4747\\\",\\\"LoggedOn\\\":\\\"2024-10-17 17:16:49\\\",\\\"CallerName\\\":\\\"manasa\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"????????????????????????\\\",\\\"CatalogName\\\":\\\"Extend catalog\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":\\\"SymphonySummit\\\",\\\"Location\\\":\\\"Mumbai\\/Bangalore\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9076,\\\"RequestorID\\\":197,\\\"SR_Remarks\\\":null,\\\"CatalogFullPath\\\":\\\"\ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \ \\\\\\\\Extend catalog\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":1,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"Ju%2fMfVrkPoO8upSC8NDYPg%3d%3d\\\"},{\\\"ROWNUM\\\":3,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4631\\\",\\\"ServiceTicketID\\\":\\\"4655\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4655\\\",\\\"LoggedOn\\\":\\\"2024-03-29 16:35:47\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email12\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"jQcp0YYwaSLl9bN7tDYcBA%3d%3d\\\"},{\\\"ROWNUM\\\":4,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4630\\\",\\\"ServiceTicketID\\\":\\\"4654\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4654\\\",\\\"LoggedOn\\\":\\\"2024-03-29 15:16:34\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email7\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"nqWyUvqWq5OhU8iytGv1wQ%3d%3d\\\"},{\\\"ROWNUM\\\":5,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4629\\\",\\\"ServiceTicketID\\\":\\\"4653\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4653\\\",\\\"LoggedOn\\\":\\\"2024-03-29 15:15:26\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email4\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"9y6l9jJRblXgju00ZtA01Q%3d%3d\\\"},{\\\"ROWNUM\\\":6,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4628\\\",\\\"ServiceTicketID\\\":\\\"4652\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4652\\\",\\\"LoggedOn\\\":\\\"2024-03-29 14:36:22\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email7\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"NIcgR2C0PNUOdXH88SEuog%3d%3d\\\"},{\\\"ROWNUM\\\":7,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4627\\\",\\\"ServiceTicketID\\\":\\\"4651\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4651\\\",\\\"LoggedOn\\\":\\\"2024-03-29 14:35:41\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email4\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"tzHJCjJ%2bB4Z32iKwC0qRDw%3d%3d\\\"},{\\\"ROWNUM\\\":8,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4626\\\",\\\"ServiceTicketID\\\":\\\"4650\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4650\\\",\\\"LoggedOn\\\":\\\"2024-03-29 13:39:48\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email4\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"VRysIBI7NmaonhHY025P2A%3d%3d\\\"},{\\\"ROWNUM\\\":9,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4624\\\",\\\"ServiceTicketID\\\":\\\"4648\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4648\\\",\\\"LoggedOn\\\":\\\"2024-03-29 11:27:44\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email4\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"188we1gxUsT5fatTXlCNCA%3d%3d\\\"},{\\\"ROWNUM\\\":10,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4623\\\",\\\"ServiceTicketID\\\":\\\"4647\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4647\\\",\\\"LoggedOn\\\":\\\"2024-03-29 10:36:10\\\",\\\"CallerName\\\":\\\"ShwetaT\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"Business\\\",\\\"CatalogName\\\":\\\"NewSR Catalog1\\\",\\\"Status\\\":\\\"Pending for Approval\\\",\\\"Type\\\":\\\"Notification\\\",\\\"Customer\\\":null,\\\"Location\\\":null,\\\"Sup_Function\\\":\\\"Info\\\",\\\"CatalogID\\\":9011,\\\"RequestorID\\\":1850,\\\"SR_Remarks\\\":\\\"new sr testing pop3 email1\\\\n<BR>DISCLAIMER\\\\n<BR>==========\\\\n<BR>This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.New SR via email\\\",\\\"CatalogFullPath\\\":\\\"Business\\\\\\\\NewSR Catalog1\\\",\\\"CurrentApprovalLevel\\\":1,\\\"TotalApprovalLevel\\\":1,\\\"IsMandatoryAvailable\\\":0,\\\"TicketActualStatus\\\":\\\"Pending for Approval\\\",\\\"IsForwardTo\\\":false,\\\"ServiceCategoryID\\\":3,\\\"ApproverUserId\\\":1198,\\\"StatusSummery\\\":\\\" Pending for Approval=15\\\",\\\"EncryptedID\\\":\\\"WAz01YFTwrf%2f%2b04CK3YQOQ%3d%3d\\\"},{\\\"ROWNUM\\\":11,\\\"TotalRows\\\":65,\\\"Ticket_ID\\\":\\\"4353\\\",\\\"ServiceTicketID\\\":\\\"4375\\\",\\\"ServiceTicketIdDisplay\\\":\\\"SR4375\\\",\\\"LoggedOn\\\":\\\"2023-11-29 18:38:50\\\",\\\"CallerName\\\":\\\"manasa\\\",\\\"SupportFunctionName\\\":\\\"Information Technology\\\",\\\"CategoryName\\\":\\\"SR-Category\\\",\\\"CatalogName\\\":\\\"Security Exception\\\",\\\"Status\\\":\\\"Pending for 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Owner\\\\\\\"\\\",\\\"Impact\\\":null,\\\"Priority\\\":null,\\\"Deadline\\\":null,\\\"BackoutPlanTested\\\":\\\"\\\",\\\"DescriptionShort\\\":null,\\\"UserType\\\":\\\"CAB\\\",\\\"ApprovalStatus\\\":\\\"\\\",\\\"Authorize_Status\\\":\\\"\\\",\\\"CabApprovalType\\\":\\\"B4CABAPP\\\",\\\"CustomerApprovalStatus\\\":null,\\\"ChangeTypeId\\\":1,\\\"ChangeTypeName\\\":\\\"Normal\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"Sup_Function_Name\\\":\\\"Information Technology\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"EncryptedID\\\":\\\"CUAPFJEwseAV%2fhEKKirxsw%3d%3d\\\"},{\\\"Org_Id\\\":1,\\\"Ticket_ID\\\":\\\"2095\\\",\\\"Change_Request_Id\\\":2095,\\\"Request_Registration_Time\\\":\\\"2024-05-20T07:38:47.563Z\\\",\\\"STATUS\\\":\\\"Requested\\\",\\\"Category\\\":\\\"Small\\\",\\\"Classification\\\":\\\"Normal\\\",\\\"Owner_Workgroup\\\":\\\"\\\\\\\"IT Additional Owner\\\\\\\"\\\",\\\"Impact\\\":null,\\\"Priority\\\":null,\\\"Deadline\\\":null,\\\"BackoutPlanTested\\\":\\\"\\\",\\\"DescriptionShort\\\":\\\"\\\",\\\"UserType\\\":\\\"Authorizer\\\",\\\"ApprovalStatus\\\":\\\"\\\",\\\"Authorize_Status\\\":\\\"\\\",\\\"CabApprovalType\\\":null,\\\"CustomerApprovalStatus\\\":null,\\\"ChangeTypeId\\\":1,\\\"ChangeTypeName\\\":\\\"Normal\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"Sup_Function_Name\\\":\\\"Information Technology\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"EncryptedID\\\":\\\"efdUwFr%2bGyUz1x%2ffFnlalQ%3d%3d\\\"},{\\\"Org_Id\\\":1,\\\"Ticket_ID\\\":\\\"2144\\\",\\\"Change_Request_Id\\\":2144,\\\"Request_Registration_Time\\\":\\\"2024-09-30T06:24:53.56Z\\\",\\\"STATUS\\\":\\\"Approved\\\",\\\"Category\\\":\\\"Medium\\\",\\\"Classification\\\":\\\"Normal\\\",\\\"Owner_Workgroup\\\":\\\"IT Infrastructure\\\",\\\"Impact\\\":\\\"High\\\",\\\"Priority\\\":\\\"P1\\\",\\\"Deadline\\\":null,\\\"BackoutPlanTested\\\":\\\"\\\",\\\"DescriptionShort\\\":null,\\\"UserType\\\":\\\"CAB\\\",\\\"ApprovalStatus\\\":\\\"\\\",\\\"Authorize_Status\\\":\\\"\\\",\\\"CabApprovalType\\\":null,\\\"CustomerApprovalStatus\\\":null,\\\"ChangeTypeId\\\":1,\\\"ChangeTypeName\\\":\\\"Normal\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"Sup_Function_Name\\\":\\\"Information Technology\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"EncryptedID\\\":\\\"e4xJ8RoJqdbTmZuBFwI99w%3d%3d\\\"},{\\\"Org_Id\\\":1,\\\"Ticket_ID\\\":\\\"2145\\\",\\\"Change_Request_Id\\\":2145,\\\"Request_Registration_Time\\\":\\\"2024-10-08T07:41:49.11Z\\\",\\\"STATUS\\\":\\\"Requested\\\",\\\"Category\\\":\\\"Medium\\\",\\\"Classification\\\":\\\"Normal\\\",\\\"Owner_Workgroup\\\":\\\"IT Infrastructure\\\",\\\"Impact\\\":\\\"High\\\",\\\"Priority\\\":\\\"P1\\\",\\\"Deadline\\\":null,\\\"BackoutPlanTested\\\":\\\"\\\",\\\"DescriptionShort\\\":null,\\\"UserType\\\":\\\"Authorizer\\\",\\\"ApprovalStatus\\\":\\\"\\\",\\\"Authorize_Status\\\":null,\\\"CabApprovalType\\\":null,\\\"CustomerApprovalStatus\\\":null,\\\"ChangeTypeId\\\":1,\\\"ChangeTypeName\\\":\\\"Normal\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"Sup_Function_Name\\\":\\\"Information Technology\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"EncryptedID\\\":\\\"8uewu0hJ2SzIVD3hwxM9Pw%3d%3d\\\"}]},{\\\"Module\\\":\\\"Problem Managment\\\",\\\"Count\\\":\\\"28\\\",\\\"Url\\\":\\\"\\\",\\\"DataList\\\":[{\\\"Problem_ticket_Id\\\":\\\"1411\\\",\\\"Ticket_ID\\\":1411,\\\"Ticket_Registration_Time\\\":\\\"2020-06-19T14:07:20Z\\\",\\\"Status\\\":\\\"Pre Authorization\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"CategoryName\\\":\\\"Parent Node Global\\\",\\\"ClassificationName\\\":\\\"IT - SM Team\\\",\\\"RequestorName\\\":\\\"Bob\\\",\\\"Symptom\\\":\\\"GetHistory: line: 882 CreateHistroyObject: line: 1389\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"y%2fOup2NchyJktSIL2z9Gwg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"1445\\\",\\\"Ticket_ID\\\":1445,\\\"Ticket_Registration_Time\\\":\\\"2020-06-30T15:18:32.02Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"Info\\\",\\\"CategoryName\\\":\\\"-IT - Laptop\\\",\\\"ClassificationName\\\":\\\"IT - SM Team\\\",\\\"RequestorName\\\":\\\"Bob\\\",\\\"Symptom\\\":\\\"test\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"Id73AdgVKCjk%2bDJTcaNfng%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2344\\\",\\\"Ticket_ID\\\":2344,\\\"Ticket_Registration_Time\\\":\\\"2021-07-27T10:32:39.557Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"Gg36HXuvzzux1KONyayBRg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2352\\\",\\\"Ticket_ID\\\":2352,\\\"Ticket_Registration_Time\\\":\\\"2021-08-04T07:00:59.123Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"n%2fuT1KAJ%2f1%2fa4JT4qp3RzQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2353\\\",\\\"Ticket_ID\\\":2353,\\\"Ticket_Registration_Time\\\":\\\"2021-08-04T08:18:49.787Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"ickO0e%2bMutdR39F9G3yJNw%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2354\\\",\\\"Ticket_ID\\\":2354,\\\"Ticket_Registration_Time\\\":\\\"2021-08-04T10:47:47.283Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescriptionDescription\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"%2bF85XGU2DZU5IrTlwDM%2bLw%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2360\\\",\\\"Ticket_ID\\\":2360,\\\"Ticket_Registration_Time\\\":\\\"2021-08-11T08:00:28.173Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"ofbBCG5Db1Ot1AX1YPJoTA%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2362\\\",\\\"Ticket_ID\\\":2362,\\\"Ticket_Registration_Time\\\":\\\"2021-08-11T14:48:02.18Z\\\",\\\"Status\\\":\\\"RCASubmitted\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"1LQdr%2f306PUHPbUuARcGoQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2364\\\",\\\"Ticket_ID\\\":2364,\\\"Ticket_Registration_Time\\\":\\\"2021-08-12T09:59:50.15Z\\\",\\\"Status\\\":\\\"RCASubmitted\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"66f41mrz6UQbhNN12PPBKA%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2379\\\",\\\"Ticket_ID\\\":2379,\\\"Ticket_Registration_Time\\\":\\\"2021-09-11T03:38:40.357Z\\\",\\\"Status\\\":\\\"RCASubmitted\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"kl0CWitwYEahTmVDXMk0Gg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2380\\\",\\\"Ticket_ID\\\":2380,\\\"Ticket_Registration_Time\\\":\\\"2021-09-11T04:49:02.987Z\\\",\\\"Status\\\":\\\"Pre Authorization\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"0fk1IaVYm8edKCt5plFP1g%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2381\\\",\\\"Ticket_ID\\\":2381,\\\"Ticket_Registration_Time\\\":\\\"2021-09-14T13:26:05.68Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"Gxed0EwGgztc6PWd6iTIgw%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2384\\\",\\\"Ticket_ID\\\":2384,\\\"Ticket_Registration_Time\\\":\\\"2021-09-16T14:49:52.097Z\\\",\\\"Status\\\":\\\"Pre Authorization\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"2E17ftQCP9%2fexZWSPUJSgA%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2389\\\",\\\"Ticket_ID\\\":2389,\\\"Ticket_Registration_Time\\\":\\\"2021-09-17T12:09:19.557Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"89Yewyb7cev8wOJyn62vdQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2391\\\",\\\"Ticket_ID\\\":2391,\\\"Ticket_Registration_Time\\\":\\\"2021-09-17T12:39:01.797Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(35) (35) (35) Parent Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescription\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"MDz04eyrquzQC03ApOmB6A%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2396\\\",\\\"Ticket_ID\\\":2396,\\\"Ticket_Registration_Time\\\":\\\"2021-09-18T14:25:34.79Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"abc@xyz.com\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"sngJFQ%2fYSAPuoXZN6aC9NQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2398\\\",\\\"Ticket_ID\\\":2398,\\\"Ticket_Registration_Time\\\":\\\"2021-09-18T15:36:59.96Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescription\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"VXOv2%2b0Pod5VOdXkk7lJlQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2399\\\",\\\"Ticket_ID\\\":2399,\\\"Ticket_Registration_Time\\\":\\\"2021-09-18T15:50:39.283Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Symptom Symptom Symptom\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"R9SQn%2bYu%2fpDClmKh8eK0SQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2401\\\",\\\"Ticket_ID\\\":2401,\\\"Ticket_Registration_Time\\\":\\\"2021-09-18T16:05:20.587Z\\\",\\\"Status\\\":\\\"RCASubmitted\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"zL%2bYzG9Fu7N7udya6NpqQg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2402\\\",\\\"Ticket_ID\\\":2402,\\\"Ticket_Registration_Time\\\":\\\"2021-09-18T16:14:41.53Z\\\",\\\"Status\\\":\\\"RCAApproved\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(12) (12) (12) root\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"hYuXgVbIHdJkuMC6W0ztPA%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2432\\\",\\\"Ticket_ID\\\":2432,\\\"Ticket_Registration_Time\\\":\\\"2022-04-07T14:43:51.673Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"Bob\\\",\\\"Symptom\\\":\\\" \\\\r\\\\r\\\\r\\\\rfaksdlkf sakdfj ;ksajdf \\\\r\\\\rasd \\\\r\\\\rf \\\\r\\\\rasd \\\\r\\\\rf \\\\r\\\\rasd \\\\r\\\\rf \\\\r\\\\ras \\\\r\\\\rdfsadf \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"uSRRcliRnNXX3RJihHaR0A%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2433\\\",\\\"Ticket_ID\\\":2433,\\\"Ticket_Registration_Time\\\":\\\"2022-04-09T08:03:19.653Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(1073) 3ChildoftestRoot1\\\",\\\"ClassificationName\\\":\\\"child root1\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescriptionDescription\\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"JsWlTXlGcJI5Nr%2fU%2f8nRtA%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2437\\\",\\\"Ticket_ID\\\":2437,\\\"Ticket_Registration_Time\\\":\\\"2022-05-02T12:10:49.743Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"Description Description Description Description \\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"FJNKhNF7AgnyP88%2b4j4T%2fg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2441\\\",\\\"Ticket_ID\\\":2441,\\\"Ticket_Registration_Time\\\":\\\"2022-05-11T05:31:26.8Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescriptionDescription\\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"LvJuTFFBvmhUEl3p4wTfsw%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2442\\\",\\\"Ticket_ID\\\":2442,\\\"Ticket_Registration_Time\\\":\\\"2022-05-11T05:57:41.333Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"DescriptionDescriptionDescription\\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"4WRY4MBASWmTRKLZjUPD%2fQ%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2455\\\",\\\"Ticket_ID\\\":2455,\\\"Ticket_Registration_Time\\\":\\\"2023-02-27T11:08:46.56Z\\\",\\\"Status\\\":\\\"Referred back to pre authorizer\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"dfhglhkjfgkjfg\\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"%2bgMvlV4jlJD5BudL0vRO1g%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2485\\\",\\\"Ticket_ID\\\":2485,\\\"Ticket_Registration_Time\\\":\\\"2024-05-31T04:41:50.557Z\\\",\\\"Status\\\":\\\"Pre Authorization\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"this is for testing PM records\\\\r\\\\rthis is for testing PM records \\\\r\\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"KjYY74nT3aC%2bsFXUkTxYLg%3d%3d\\\"},{\\\"Problem_ticket_Id\\\":\\\"2494\\\",\\\"Ticket_ID\\\":2494,\\\"Ticket_Registration_Time\\\":\\\"2024-06-02T13:11:23.677Z\\\",\\\"Status\\\":\\\"New\\\",\\\"Sup_Function\\\":\\\"ct\\\",\\\"CategoryName\\\":\\\"(36) (36) Child Node Global\\\",\\\"ClassificationName\\\":\\\"root2\\\",\\\"RequestorName\\\":\\\"bob\\\",\\\"Symptom\\\":\\\"this is for testing pm records\\\\r\\\\rthis is for testing pm records\\\\r\\\\rthis is for testing pm records\\\\r\\\\r \\\",\\\"IsDelegated\\\":\\\"false\\\",\\\"DelegateUserID\\\":null,\\\"EncryptedID\\\":\\\"BXTNk8za4BUg%2bLJeMn8zlg%3d%3d\\\"}]},{\\\"Module\\\":\\\"Knowledge Managment\\\",\\\"Count\\\":\\\"1\\\",\\\"Url\\\":\\\"\\\",\\\"DataList\\\":[{\\\"Ticket_ID\\\":\\\"10850\\\",\\\"KB_ID\\\":10850,\\\"STATUS\\\":\\\"Submitted\\\",\\\"UserName\\\":\\\"sukruta S G\\\",\\\"Subject\\\":\\\"test12347689\\\",\\\"CategoryName\\\":\\\"new43\\\",\\\"ClassificationName\\\":\\\"Test 1\\\",\\\"LoggedOn\\\":\\\"2020-07-10T05:43:08Z\\\",\\\"EncryptedID\\\":\\\"AoMEQSt4XbmIwV1jPMp1Dw%3d%3d\\\"}]}]\",\"OutputID\":0,\"OutputObject\":null,\"TokenID\":\"818227D37497FB8624EDFAD07928E71F6013A1D04CB6F3E8BD816E5F339A38D342DCD5F19591778ED5547EA5543A387882D1166403005E8BDF92BE25149C001C5C5F6F84791C08B4102E14E902A8B313BABDB98D8671A0CAE182C8251DF27A723F5337A53023E05ECE03EA0F22CC47266F7245AEE1F9982CE5AD567902B344256B5E93D55E5882E9B9FFBD05F9EBF3D9\"}"

Resolution 1: 

LoggedByEmail and LogSRForUserMode parameters are returning the correct values in the API response. 

Resolution 2: 

Service Category and Approver details are displayed in Service Request details while fetching details from SR approval dashboard. 

Following two parameters are added in the response for SR_GetUserApprovalDashBoard API for Service Request: 

  • ServiceCategoryID 
  • ApproverUserId
155761Duplicate Workorder numbers were getting created while logging a Service Request (SR) with different Workorder Catalog mapping having different Workorders configured.

Steps:

  1. Log in to Postman application.

  2. Open SR_LogServiceRequestCatalog API.

    Refer the following sample request payload and sample response payload:

     Sample Request

    { 

        "ServiceName": "SR_LogServiceRequestCatalog", 

        "objCommonParameters": { 

            "_ProxyDetails": { 

                "AuthType": "APIKey", 

                "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

                "ProxyID": 0, 

                "ReturnType": "json", 

                "OrgID": 1, 

                "TokenID": "" 

            }, 

            "SR_TicketParame": { 

                "Instance": "Info", 

                "ServiceCatalogID": "9076", 

                "ServiceCatalogName": "Extend catalog", 

                "RequesterEmailID": "abc@xyz.com", 

                "SRRemarks": "Request Justification: This is just for testing", 

                "LoggedByEmailID": "abc@xyz.com", 

                "CustomFields": [] 

            } 

        } 

    }

     Sample Response

    { 

        "Errors": "", 

        "Input": null, 

        "Message": "Successfully saved the service request. Service Request ID:  4720", 

        "OrgID": 0, 

        "Output": null, 

        "OutputID": 0, 

        "OutputObject": null, 

        "TokenID": null, 

        "TicketID_Encrypted": null, 

        "TicketID_Internal": 4696, 

        "TicketNo": 4720 

    }

  3. Open WO_createORUpdateWorkOrder API.

    Refer the following sample request payload and sample response payload:

     Sample Request

    { 

        "ServiceName": "WO_CreateORUpdateWorkOrder", 

        "objCommonParameters": { 

            "_ProxyDetails": { 

                "AuthType": "APIKey", 

                "APIKey": "6CE2tl6ochPHQbVVVHlM1XJlcqjOm+NB/M5KNLFpopo=", 

                "ProxyID": 0, 

                "ReturnType": "JSON", 

                "OrgID": 1, 

                "TokenID": "" 

            }, 

            "oWorkorderParam": { 

                "IsWebServiceRequest": true, 

                "LoggedAnalystEmailID": "abc@xyz.com", 

                "_Sup_Function": "Info", 

                "_Status": "New", 

                "Module": "SR", 

                "ModuleTicketNumber": "4698", 

                "_Classification_Name": "Test Node adsasd_-adsas.asda sd", 

                "Priority_Name": "P1", 

                "_Assigned_WorkGroup_Name": "SR Group", 

                "Symptom": "MailBox_BRUMailBox_BRUMailBox_BRU", 

                "_Description": "MailBox_BRUMailBox_BRUMailBox_BRU", 

                "CustomFields": [] 

            } 

        } 

    }

     Sample Response

    { 

        "Errors": "", 

        "Input": null, 

        "Message": "Successfully WorkOrder Added : WO1270", 

        "OrgID": 0, 

        "Output": null, 

        "OutputID": 0, 

        "OutputObject": null, 

        "TokenID": “0162B55E4E5250A4749E64BCAE172D8C1189CDFF6040F5C642B9800DF56B01B 
    10C689B6D7115B22FF2A30C2F895C256F09739118AE553D8A5AC01863B471 
    E1A4D2D30C819E7EDB791E75C7E34FCF0EB341A03BAE0759B691C852EC5 
    6C538EF9521248934DEB045F5C4A96723ECC7B2E522ECDA5BA26EFD4B10A7E4 
    3C28F6B6EFBE741AEEFEE86787BAEEB592A8537DC8D4B6E18857A9B0BBD 
    1511DF52AEC8757796581E65828DD82B60DBA9849BAE898",”, 

        "TicketID_Encrypted": null, 

        "TicketID_Internal": 4283, 

        "TicketNo": 1270 

    }


Unique Workorder numbers are created while logging an SR with different Workorder Catalog mapping having different Workorders configured.

Asset Management 

Issue IDIssue DescriptionScenarioResolution
154038 

VLAN configuration and mapping were done but endpoints were not reporting to the respective server. 

 

Steps: 

  1. Set up four proxy servers for VLAN routing: 
    Proxies: Primary Proxy, Secondary Proxy, P1, P2, P3, P4.

  2. Agent Configuration: Create an agent with primary and secondary proxies.

  3. Perform the VLAN Configuration: 
    VLANS: V1, V2, V3, V4.

  4. Map the VLANS as follows: 
    P1 -> V1 
    P2 -> V2
    P3 -> V3
    P4 -> V4

  5. Perform the Agent Installation.
    Install agents in the V0 Subnet and enable the VLAN jobs. 

The designated proxy details appear in the agent’s online details after the agent routing. 

 

 

156927 

The asset code changed when the Maker-Checker Approval page was refreshed after approval. If the page was left idle for some time and then refreshed, a new asset code was generated for the same asset ID. 

 

Steps: 

  1. Navigate to Asset > User > Manage Assets > Approvals > Maker-Checker Approval. 
    Maker-Checker List page is displayed. 

  2. Select the Tenant/Department and other fields in the FILTERS pop-up and click Submit. 
    The list is displayed based on the selected criteria.

  3. Select Add Related Transaction, click Approve action from the action panel, and approve the transaction.

  4. Click the refresh button on the browser to refresh the page. 
    Check and verify the Asset Code displayed on the asset inventory.  
    Verify the Audit Trail section for audit trail captures. 
Maker-Checker Approval page displays proper asset code records with no repeated/duplicate records. 

148621 

There was a delay in accepting accessories on the My Asset List page. It took 200 + seconds and was too slow.  

 Steps: 

  1.  Navigate to Asset > User > Manage Assets > My Asset List.

  2.  The My Asset List page is displayed.  

  3. Select Accessories & Consumables.  

  4. Click ACCEPT from the ACTIONS panel.  

Performance of My Asset List page is improved, which enables acceptance of accessories quickly without any delay.  

Known Issues 

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 Web 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# 86000/ 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).