Customer Fixed Issues and Known Issues Tahoe SP3 HF24

Owned by Enterprise IT
Jun 11, 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

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

  On this page:

Customer Fixed Issues | Known Issues 

Merged Releases

Following are the merged release in Tahoe SP3 HF24:

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF24.

Service Management

Issue ID

Issue Description

Scenario

Resolution

148476 / 148448 / 149089

The Registration time was not working when the date with ‘between’ operator was selected under Filter in the Change Management module.

Steps: 

  1.  Navigate to Change > User Change Record List. The CR records data will be displayed.

  2. Go to FILTERS.
  3. Apply filter to Registration date by selecting From and To date.

The Registration time is working when date with ‘between’ operator is selected under Filter after the resolution.    

147683Since the Description content was more, the customer was unable to view the Planned Start Time and Planned End Time.

Steps:

  1. Create a CR with a Description having more than a Thousand characters along with the Planned Start and End Time data.

  2. Navigate to Reports > Change Management.

  3. Select Change Record Schedule.

  4. Apply Filters and view the Monthly report.

  5. Now, for the respective date, the CR record will be displayed.

  6. Hover over the CR record.
Customers can view the Planned Start Time and Planned End Time even if the CR Description is more.
146449

Users were unable to link Assets in Change Request.

Note:

Only 'Instore' assets were displaying to Link.

Expected: All assets should be displayed to Link except' Inactive' assets.

Steps:

  1. Navigate to Change > Change Record List.
  2. Open any CR.
  3. Navigate to the RELATIONSHIP tab.
  4. Click Link > select Asset as Relation.
  5. Verify the Assets. 
Users can Link Allotted asset details along with the Instore assets.
148044

A wrong SLA Deadline was displayed on Symphony.

The Resolution Deadline was calculating when the next day was a holiday.

Precondition:
Holiday needs to be configured for the next day.

Note:

As per the SLA window, Priority has been tagged to the respective workgroup.
If the SLA window has 9 to 6 then,
The Priority with 30 min Response SLA, and 24 min Resolution SLA is configured along with a Holiday.


Scenario:  When created with seconds, the end of the SLA window ends with seconds, then it calculates the +1 day.
Which includes the holiday day and showcasing the resolution deadline of the SLA end day. 

Example:

  1. Today Date 15-May-2024.
  2. Holiday Configured on 16-May-2024.
  3. SLA window has 9 to 6.
  4. Resolution SLA 30 Mins.
  5. SR Created at 5:29:10 PM.

In this scenario Resolution SLA showing as 16-MAY-2024 18:00:00 instead of 15-MAY-2024 18:00:00.
Resolution SLA is displaying as expected.
146836

Issue 1: When the owner workgroup was changed, the authorized mail that needed to be sent to the authorizers was not sent.


Issue 2: Post authorization, the mails have been triggered to the CAB members of both the workgroups WG A and WG B (Ideally it should be triggered to the current workgroup (WG B) CAB approvers).


Issue 3: The CAB member from the other workgroup (WG A) can see the notification on the top panel during the CAB approval status.

Steps:

Scenario: Assume WG A and WG B as two workgroups.

At first, the owner's workgroup was selected as WG A and assigned to the workgroup as WG B, and the CR has been submitted.

Again, the Owner workgroup has been changed to WG B.
  1. Authorization mail is triggering properly.

  2. Cab Approver is showing based on Owner workgroup Selection.

  3. Notification is not showing other workgroup cab members.
146299In the Form Builder, the MultiValueDropdownList (MV Dropdown) options were still displayed even after they were deleted.

Steps:

  1. Navigate to Admin > Basic > Form Builder.

  2. Select the Module as Incident Management and click ADD NEW.

  3. Click Next and drag & drop the MV Dropdown more than one.

  4. Enter the required details and delete a few MV Dropdown.

  5. Click Next and Save the Form Builder.
The MultiValueDropdownList (MV Dropdown) options are deleted successfully without any issue.

147854

End user is not able to view the incident when the caller is changed.

Prerequisites:

  • Enable ‘view other users’ incidents check box for caller in the Access tab of the User page.

  • Select the required customer in the drop-down.

 

Steps: 

  1. User1 and user2 belong to customer C1.
  2. Caller belongs to customer C2.
  3. Logged by user1, and logged by user2 should raise an incident respectively and then change the caller of both the tickets to the other person.
  4. Login with the Caller’s user login and navigate to Incident > User > My incident.
  5. Since both the tickets belong to the caller, it will be listed out.
  6. Go to Filters > Click ‘View other Users incident’. Select the respective customer and Submit.

End user is able to view the incident when the caller is changed after the resolution.    

147849An error was displayed while importing the standard template during the creation of a New Change Record.

Prerequisites: 

  • Create a standard template and assign a user from Implementation tab.
  • Deactivate the assigned User from User List.

 Steps:

  1. Navigate to Change > New Change Record.

  2. Enter the required details and select Standard Change Type.

  3. Select the configured standard template from pop-up and click Select.
The standard template imports successfully during the creation of a New Change Record.
143160An error message, ‘Unable to Create or Update CR details: Invalid Status Name,’ occurred in the SymphonyAI Mobile App. As a result, users are unable to approve Change Records (CR) that are in the "Waiting for Customer Approval" status or modify their status.

Prerequisite

Enable ‘Allow Customer Approval’ check box in Workflow Properties.

Steps:

  1. Login to the SymphonyAI Mobile App.

  2. Click Approve Change Records from Mobile App dashboard to view the list of CR.

  3. Click the Pending for Action tab to view CRs pending for actions.

  4. Swift-left on the CR tile and click green tick.
The CRs are approved, and their statuses can be changed without any errors.
148056

Enhance the New Incident page by adding a scroll.

Steps:

  1. Login into the application.

  2. Navigate to Incident > User > New Incident.

  3. Enter text in the Symptom field.

A scroll bar has been added for the “Recommended Solution(s) Found” pop-up on the new incident page.

147835

Japanese characters in change history show garbled characters.

Prerequisites:

  1. Navigate to Admin> Infrastructure > Tenant.

  2. Select a Tenant. On the Actions Panel, click Configure Details.

  3. Enable “Allow Analyst to Edit Description”.

  4. Log an incident with an image in the description.

Steps:

  1. Navigate to Incident > New Incident for User.

  2. Add Japanese characters in the symptom and description fields.

The change history displays accurate information instead of garbled characters.

140955

Add fields to the end user API to get SR details and change history details.

Refer to the sample request and sample response for API details.

Sample Request 
{
    "ServiceName": "SR_GetSRDetailsAndChangeHistory",
    "objCommonParameters": {
        "_ProxyDetails": {
            "SAASOrgID": "0",
            "LoginUID": 0,
            "RequestType": "mobile",
            "MobileVersion": "5.10.3",
            "Password": "test@123",
            "AuthType": "FORM",
            "ProxyID": 0,
            "OrgID": "1",
            "TokenID": "",
            "ReturnType": "JSON",
            "UserName": "checkenduser12@symphonysummit.com"
        },
        "SrTicket_No": 4678,
        "RequestType": "RemoteCall"
    }
}
Sample Response 
{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "912AE957A888AB3FD2FBF36DC236675111E0B35056541855C9AD1962E1A2CFE5E564F1F42A2B2D2CA55B68DA50B1D03A7F0CD57C752CFEDE3750B1B85C06C208A41515916E6E2AE6190B6F4229E6324BC235A13259E670E4A11EB3DCB9B65CBABC965BFD660C2BFDBB764C545AEAE6AF07EB92041E66C1484CA374FB80CED1FF854D37109B3009DAF1605ABB0E766F91",
    "OrgID": 0,
    "OutputObject": {
        "SRDetails": {
            "TicketDetails": [
                {
                    "Ticket_ID": 4654,
                    "Ticket_No": "SR4678",
                    "Reg_Time": "2024-05-24 06:31:37",
                    "Status": "New",
                    "CategoryID": 1,
                    "Catalogid": 9076,
                    "Org_Id": 1,
                    "LoggedBy_EmailID": "checkenduser12@symphonysummit.com",
                    "Classification": "Test1d/Alphas",
                    "Category": "",
                    "Subject": "New Service Request raised for - Extend catalog -",
                    "PendingReason": null,
                    "TicketNumber": "4678",
                    "Severity_Name": "Priority-1",
                    "Severity_Display": "P1",
                    "PriorityName": "P1",
                    "Criticality_Name": "Medium",
                    "SLA_Name": "Testing SLA",
                    "wg_name": "CM workgroup",
                    "Assigned_Workgroup": 48,
                    "Assigned_Engineer_Name": null,
                    "Assigned_Engineer_Email": null,
                    "Response_Deadline": "2024-05-24 06:33:00",
                    "Response_Time": null,
                    "Resolution_Deadline": "2024-05-24 06:37:00",
                    "Resolution_Time": null,
                    "attachments": false,
                    "Information": "",
                    "Solution": null,
                    "UserLog": null,
                    "Caller": 11,
                    "Caller_EmailID": "checkenduser12@symphonysummit.com",
                    "Sup_Function": "Info",
                    "Sup_Function_Name": "Information Technology",
                    "Updated_Time1": "2024-05-24 06:31:36",
                    "updated_time": "2024-05-24 06:31:36",
                    "ServiceCategoryName": "Service Category",
                    "CategoryCatalogName": "Extend catalog",
                    "isapproved": true,
                    "ActualRegTime": "2024-05-24 07:31:37",
                    "SR_Status": "Approved",
                    "CancellationRemarks": null,
                    "Ticket_ID_Encrypted": "eE%2fhnZAnVoBX4L3w944OXg%3d%3d"
                }
            ],
            "CatalogAttributes": [
                {
                    "SR_CtAttribute_ID": 24289,
                    "SR_Catalog_ID": 9076,
                    "CatalogName": "",
                    "SR_CtAttribute_Name": "Textbox",
                    "DefaultValue": "",
                    "SR_CtAttribute_DataType": 20,
                    "DataType": "Varchar",
                    "SR_CtAttribute_MaxLength": 50,
                    "SR_CtAttribute_IsMadatory": false,
                    "SR_CtAttribute_ParentID": 0,
                    "newRefID": -1,
                    "SR_CtAttribute_DispalyMode": 15,
                    "SR_CtAttribute_IsLineItem": false,
                    "DisplayName": "TextBox",
                    "SR_CtAttribute_SortOrder": 1,
                    "SR_CtAttribute_IsUnique": false,
                    "SR_CtAttribute_Active": true,
                    "SR_CtAttribute_CreatedBy": 197,
                    "SR_CtAttribute_Description": "Textbox",
                    "SR_CtAttribute_UpdatedBy": null,
                    "SR_CtAttribute_CreatedDate": "/Date(1703317171660)/",
                    "SR_CtAttribute_UpdatedDate": "/Date(-62135596800000)/",
                    "SR_CtAttribute_IsDisplay": true,
                    "ParentNameText": null,
                    "SR_AttributeValue_UpdatedByValue": 96,
                    "SR_AttributeValue_UpdatedBy": "EndUser",
                    "SR_AttributeValue": null,
                    "SR_AttributeFormula": null,
                    "RefAttributeID": -1,
                    "IsAddedtoPackage": false,
                    "Group_ID": 12004,
                    "Group_Name": "Group",
                    "Group_SortOrder": 1,
                    "IsMultivalued": "False",
                    "PageSize": 0,
                    "IsEditable": false,
                    "GroupApprovalLevel": 0,
                    "CustomGroupID": 0,
                    "UID": 5731,
                    "SR_ShowTotal": false,
                    "SR_GroupByAttributeID": null,
                    "GroupByAttributeName": null,
                    "SR_CtAttribute_DispalyModeText": "TextBox",
                    "StrCatalogId": null,
                    "GroupColumns": 1,
                    "AttributeSize": "col-md-12",
                    "FBControlType": "text",
                    "Tooltip": null,
                    "Watermark": null,
                    "Minlength": 1,
                    "PriceUnits": null,
                    "Number_AcceptOnlyInteger": false,
                    "Number_RangeFrom": 0,
                    "Number_RangeTo": 0,
                    "Maxlength": 50,
                    "EndUserView": false,
                    "AttributeText": null,
                    "SR_CtAttribute_RBIncludeOtherOption": false,
                    "SR_CtAttribute_RB_Columns": 0,
                    "MultiValuedButtonText": null,
                    "IsDefaultVisible": true,
                    "IsCalculated": false,
                    "User_Search_IncludeInActive": false,
                    "DefaultID": 0,
                    "IsApproverGroup": false,
                    "RequiredRows": 0,
                    "AllControlsAreHiddenInGroup": false,
                    "IsTextAlignRight": false,
                    "Include_Time_Stamp": false,
                    "Saved_Include_Time_Stamp": false,
                    "SR_CtAttribute_DynamicTable": ""
                }
            ],
            "ChangeHistory": [],
            "CatalogMultiValuedAttributes": []
        }
    },
    "OutputID": 0,
    "Input": null
}

Additional fields are added to the end user API to get SR details and change history details.

147389

In Incident Management module, the Assigned to Field was not displaying the assignee whereas it was getting displayed in the Incident List Page.

Prerequisite:

  1. Enable Sub workgroup for respective workgroup and secondary analyst for the respective Tenant.

Steps:

  1. Create a new Incident for any workgroup and move it to In-progress

  2. Assign it to the Workgroup for which the Sub Workgroup is configured.

  3. Select the Sub Workgroup, analyst and secondary analyst and move the ticket to Pending.

  4. Click Submit > Verify the analyst and secondary analyst dropdown values.
The selected analyst and secondary analyst values are displaying in the Assigned to Field dropdown.
146625

In the SR notification email, the SR URL is captured incorrect.

Refer to the sample request and sample response for API details.

Sample Request 
{
    "ServiceName": "SR_UpdateServiceRequest",
    "objCommonParameters": {
        "_ProxyDetails": {
            "SAASOrgID": "0",
            "LoginUID": 0,
            "RequestType": "mobile",
            "MobileVersion": "5.10.3",
            "Password": "test@123",
            "AuthType": "FORM",
            "ProxyID": 0,
            "OrgID": "1",
            "TokenID": "",
            "ReturnType": "JSON",
            "UserName": "pqr.xyz@symphonysummit.com"
        },
        "objSRServiceTicket": {
            "IncidentTicketID": 2577,
            "Org_ID": 1,
            "Status": "Resolved",
            "SupportFunction": "info",
            "AssignedEngineer": "abc.efg@symphonysummit.com",
            "WorkGroupID": 3,
            "WorkGroupName": "RBA WG 1",
            "Solution": "Password<N1",
            "ResolutionCode": "Testing",
            "ClosureCategory": "1",
            "ClosureCode": "Finished"
        },
        "RequestType":"mobile"
    }
}
Sample Response 
{
    "Errors": "",
    "Input": null,
    "Message": "",
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": "DDFEAFAC85EFFAFA002FC9862DE1E90A3BE0FB88C006179ACDD601B6E04FB7ACA3AF3E9FE469B79C9C3C71047AD49736A5A54FC6F25A333D717ECEBF5E80B4A10F4B43971F6577D6E8558BEBA17E6F1EE046E92E809B9080A957112BB6C825EDA8BA934BFA3A42FFC9D0E3AB124BDE59A044993DB9F94C28D41E0442508526FB5EF7CCB07F43DD9C4171B5B2EED68D3A",
    "TicketID_Encrypted": null,
    "TicketID_Internal": 2550,
    "TicketNo": 2577
}

The SR URL is captured correctly in the SR notification email.

144718The Multivalued group was not getting displayed on the PDF.

Prerequisites:

  1. Navigate to Admin > Form Builder. Select the required Tenant and select the Module as Problem Management.

  2. Add Multivalued group and save in General Area.

  3. Navigate to Admin > PDF Content Designer. Select the required Tenant and select the Module as Problem Management.

  4. Drag and drop the created Multivalued Group and save.

  5. Create a new Problem Record and download the PDF.

  6. Verify the Multivalued group values in PDF.
The Multivalued group is getting displayed on the PDF.
141487Tickets were not coming in the right order while fetching the ticket details through API.

Steps:

The API – ‘IM_SR_GetTicketDetails’ has been updated to fetch the tickets in correct order.

Sample Request 
{
    "ServiceName": "IM_SR_GetTicketDetails",
    "objCommonParameters": {
        "_ProxyDetails": {
            "TokenID": "",
            "OrgID": "1",
            "ReturnType": "JSON",
            "APIKey": "vKQmwo8/+VlbdLCeTjzh/0BXAgk4N60cYNMsZrPB6Lc=",
            "UserName": "",
            "Password": "",
            "AuthType": "APIKEY",
            "ProxyID": "0"
        },
        "objSR_SearchFilterParam": {
            "CurrentPageIndex": 0,
            "PageSize": 2,
            "OrgID": "1",
            "Instance": "IT",
            "Status": "ALL",
            "strFromDate": "",
            "strToDate": "",
            "IsWebServiceRequest": true,
            "TicketType": "IM",
            "TextSearch": "",
            "Caller": "7758",
            "DateFilterType": "Created",
            "FromID": "",
            "ToID": "",
            "TicketNo": "",
            "UserID": "7758"
        }
    }
}
Sample Response 
{
    "Errors": "",
    "Message": null,
    "Output": "",
    "TokenID": "E040A0F86A90309C1F6B3AB57EE1B0BF7F8C6201147A4750D0E6086F38CE3803EA7B9273B45F45D4DBB5A05009BDDEA8BAC9C4413B0164E29262011B69011BD3E77A8E62706CC25B2A78C1FDC7044D87575BC50091DBE87B3C7B361C750DBF31AE60115D0D0416E5B438B2B5FC213BD47998895A0C8ADD93AC088C3863070EDC19FF29399833C4F9798F571F4EA48A4D49981ADD2CC39386750E34A3CA45D03602312262",
    "OrgID": 0,
    "OutputObject": {
        "TicketDetails": {
            "Incidents": [
                {
                    "ROWNUM": 1,
                    "Ticket_ID": "2316",
                    "TotalRows": 53,
                    "Incident ID": "2312",
                    "Logged Time": "2024-06-03 10:00:54",
                    "Status": "New",
                    "Symptom": "outlook not working",
                    "Workgroup Name": "Service Desk",
                    "Executive Name": "-",
                    "Priority": "Priority 4",
                    "PriorityColorCode": null,
                    "Resolution_SLA": 7200,
                    "SLAName": "24*7 Hours SLA",
                    "CallerName": "Digital Agent Enduser",
                    "UserTypeColor": null,
                    "UserTypeName": null,
                    "Resolution_Time": null,
                    "Age": 5,
                    "Resolution_ElapseTime": 0,
                    "SLAProgress": 0,
                    "IsParentRecord": 0,
                    "UserProfileImageName": "",
                    "Pending": null,
                    "GUID": "B690AE18-F3B3-4FA6-BE52-2F8F0CCCA003",
                    "Customer": "SUMMIT",
                    "Location": "",
                    "Resolution_Deadline": "2024-06-08 10:01:00",
                    "Updated_Time": "2024-06-03 10:00:54",
                    "Sup_Function": "IT",
                    "Sup_Function_Name": "Technology Services",
                    "IsFeedbackEnabled": false,
                    "IsFeedbackActive_IM": true,
                    "CallerID": 7758,
                    "AgeClass": "green",
                    "AgingInfo": "0-2 Days",
                    "SLAPercent": "0",
                    "SLAProgressClass": null,
                    "StatusCount": "Assigned-2 ,Closed-1 ,New-50",
                    "IsFeedBackProvided": false,
                    "TicketID_Internal": 2316,
                    "IsUpdate": true,
                    "IsCancel": true,
                    "IsEscalate": false,
                    "IsReopen": false
                },
                {
                    "ROWNUM": 2,
                    "Ticket_ID": "2313",
                    "TotalRows": 53,
                    "Incident ID": "2309",
                    "Logged Time": "2024-05-31 15:12:58",
                    "Status": "New",
                    "Symptom": "create incident",
                    "Workgroup Name": "Service Desk",
                    "Executive Name": "-",
                    "Priority": "Priority 4",
                    "PriorityColorCode": null,
                    "Resolution_SLA": 7200,
                    "SLAName": "24*7 Hours SLA",
                    "CallerName": "Digital Agent Enduser",
                    "UserTypeColor": null,
                    "UserTypeName": null,
                    "Resolution_Time": null,
                    "Age": 72,
                    "Resolution_ElapseTime": 0,
                    "SLAProgress": 0,
                    "IsParentRecord": 0,
                    "UserProfileImageName": "",
                    "Pending": null,
                    "GUID": "185A2B42-6E47-4E3D-B314-47C6EF90284F",
                    "Customer": "SUMMIT",
                    "Location": "",
                    "Resolution_Deadline": "2024-06-05 15:13:00",
                    "Updated_Time": "2024-05-31 15:12:58",
                    "Sup_Function": "IT",
                    "Sup_Function_Name": "Technology Services",
                    "IsFeedbackEnabled": false,
                    "IsFeedbackActive_IM": true,
                    "CallerID": 7758,
                    "AgeClass": "orange",
                    "AgingInfo": "2-5 Days",
                    "SLAPercent": "0",
                    "SLAProgressClass": null,
                    "StatusCount": "Assigned-2 ,Closed-1 ,New-50",
                    "IsFeedBackProvided": false,
                    "TicketID_Internal": 2313,
                    "IsUpdate": true,
                    "IsCancel": true,
                    "IsEscalate": false,
                    "IsReopen": false
                }
            ],
            "ServiceRequests": []
        }
    },
    "OutputID": 0,
    "Input": null
}

Tickets are successfully getting fetched in the right order.


Known Issues 

This section describes the known issues detected by the Summit Dev and QA team in this Release.

Issue ID

Issue Description

Scenario

Workaround

140748

While resolving the DevOps ticket Integrated with support Portal, the resolved comments were getting displayed along with HTML tags.

Steps:

Required External webservice and SP's should be created in the summit application.

Bug should be resolved along with resolution comments in DevOps.

N/A
101982

An approver encountered an error ‘Opps, Error Occurred’ message when opening an SR for approval. 

Prerequisites:

Create a Catalog with fields including an Attachment field.

Create an SR and attach an email with a symbol in the attached file name.
For Example:

Steps:

Log in to the SummitAI application as an Approver.

Navigate to Request > Service Request List.

Click the newly created SR ID hyperlink.

N/A

100922

An error ‘Opps! An error occurred’  or a Saved Successful message was displayed for all the modules, if the mandatory configuration fields were saved with a space (empty) value.

Scenario – I


1.       Navigate to Incident > SLA Configurations > Urgency.

2.       Select a Tenant.

3.       Click Add New from left panel.

4.       Press Space Key in Urgency Name field and click SUBMIT


Scenario – II


1.       Navigate to Problem Management > SLA Violation Reason.

2.       Select a Tenant.

3.       Click Add New from left panel.

4.       Select the Violation Type from the list.

5.       Press Space Key in SLA Violation Reason field and click SUBMIT.

N/A

105119

After submission, the text is getting converted to code for Question and Answer fields.

Prerequisites:


1.       Navigate to Knowledge > User > New Knowledge Record. The New Knowledge Record details page is displayed. Specify the mandatory fields. Make sure for Question field use keyboard Enter key. Click Submit.


2.       Navigate to Knowledge > User > Knowledge Record List. The Knowledge Record List page is displayed. Open any KB article with Status as Published. The Knowledge Record details page is displayed. Click COPY KNOWLEDGE RECORD link under Action panel. Check for the Answer field.

N/A

100352

When a Change Record (CR) is created with ‘special characters’ in status, it does not display any data in Change Record list page.

Prerequisites:


1.       Create a 'status' having special characters such as (*satus_test*).


2.       Create the CR.


Steps:


1.       Log in as approver.


2.       Navigate to Change > Change record list.


3.       Click on the Filters icon.


4.       Select the 'Tenant' field as ALL.


5.       Select the previously created 'status'.


6.       Click Apply.


7.       Verify the results, after applying the status filter with special characters.

N/A

100760

The ‘Category’ filters on the Change Record (CR) list page do not display any data results when you select ALL Tenant and Category.

Steps:

1.    Navigate to Change > User > Change Record list.

2.    Select the 'Tenant' field as ALL.

3.    Select the field as Category.

4.    Click Apply.

5.    Check the results displayed on the Change Record list page.

The Category filter works fine, when you select individual Tenant and Category.

100781When a ‘User Contact Number’ is used to filter records on the list page of IM/SR/PM, it does not fetch any data records.

Below is just an example from Incident Management list page. It also applies to SR and PM list pages too where User Contact Number is used. as filter:

Steps: Incident Management (IM)

1.    Navigate to Incident > Manage Incident > Incident List.

The Incident List page is displayed with list of incidents.

2.    From Filter options, select User Attributes
> User Contact Number. Select the operator as = and enter the Contact Number in the Value field of the respective User.

3.    Click Apply.

4.    Verify the results, after applying the User Contact Number filter.

N/A
100796The ‘Time Selection’ option is not displayed to an Analyst on the SR list page, when Equals (=) operator is selected for Time Filter.

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

3.    Select the Time related Filter and choose Equals (=) operator.

4.    Click Calendar icon.

5. Check if you are getting the Time Selection option or not in Calendar popup.

N/A
100798The filter option ‘<=’ operator for Log Time Filter used by an Analyst on the SR list page, does not yield proper filter results.

Steps:

1.    Log in as an Analyst.

2.    Navigate to Request > Service Request List.

3.    Select the Log Time filter and choose operator (<=).

4.    Click Calendar icon.

5.    Select date and time for an already existing SR.

6.    Click Apply.

7.    Check if you are getting the filter results.

N/A
100808

The View names created by an Analyst for IM/SR/PM/CM

modules with long Japanese names are getting out of the container, unlike the English long names.

Steps:

1.    Log in to the Application as an Analyst.

2.    Navigate to Request > Service Request List and create a view with long Japanese name and apply view.

3.    Navigate to Incident > Incident List and create a view with long Japanese name and apply view.

4.    Navigate to Problem >
Problem Record List and create a view with long Japanese name and apply view.

5.    Navigate to Change > Change Record List and create a view with long Japanese name and apply view.

6.    Verify the view name in Japanese language text which goes out of the container.

N/A
100813The Assigned To drop-down does not display the User list.

Prerequisite:

The key

<add key="App:MultiLanguageEncodingEnabled" value="true" /> is set to True in webconfig file.


Steps:

1.  Navigate to Incident > User > Manage Incidents > Incident List. In the Incident List Click Incident ID hyperlink. The Incident ID details page is displayed.
        
2. Click RELATIONSHIP tab Click on the displayed Work Order ID. The Work Order ID page is displayed. Check Assigned To drop-down field under ASSIGNMENTS tab.


N/A
140726Update the incident, through Mail to ticket, HTML content was getting displayed.
Preconditions: 

Mailbox should be configured.

Notification parser should be configured.

"Enable Incident Update Based on E-mail Subject" checkbox should be checked at Notification parser.

"Allow End User to Update Incident" checkbox should be checked at Notification parser.

"Allow Analyst to Update Incident" should be selected as "User Communication"

Steps: 

Create incident by sending Email to the mailbox.

Update the same incident by replying to the original/same Email.

Navigate to Incident>Incident list.

Open the logged incident and verify the User communication.

N/A
104382 When the user was raising new Service Request (SR), value under the first group, (child dropdown) was getting erased after adding the attribute details in the multivalued group. 

Prerequisites: 

Create a catalog with 2 groups: one normal and one multi-valued.  

In the first group (normal) create two dropdowns having Parent-Child relation.  

The child dropdown is multivalued.  

Steps: 

Login to the application. 

Select the configured Catalog while creating SR. 

Select two dropdown values. 

Fill the multi valued group and click SUBMIT to add record. 

NA

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).