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Customer Fixed Issues and Known Issues Sierra SP1 HF18

Customer Fixed Issues and Known Issues Sierra SP1 HF18

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

 Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Sierra SP1 HF04 << Sierra SP1 HF05 << Sierra SP1 HF06 << Sierra SP1 HF07 << Sierra SP1 HF08 << Sierra SP1 HF09 << Sierra SP1 HF10 << Sierra SP1 HF11 << Sierra SP1 HF12 << Sierra SP1 HF13 << Sierra SP1 HF14 << Sierra SP1 HF15 << Sierra SP1 HF16 << Sierra SP1 HF17

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

On this page: Hotfix  Merges | Customer Fixed Issues | Known Issues 

Hotfix Merges

The following Hotfix versions are merged with this release. Please refer to the respective Release Notes for details.

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Sierra SP1 HF18. 

Issue #Issue DescriptionScenarioResolution
86888

Workgroup field under the Assignments tab was blank for the incidents under Closed status when the assigned workgroup is disabled.

Prerequisites:

  1. Log in as an Analyst.
  2. Go to Incident > Manage Incidents > Incident List.
    The Incident List page is displayed.
  3. Click on the incident ID from Workgroup A which is under Resolved status.
  4. Click on Closed
  5. Specify the mandatory fields.
  6. Navigate to Admin > Infrastructure > Analyst.
  7. Select the same Tenant which was mentioned for the closed incident ID.

Now, Workgroup field under the Assignments tab is not blank for the incidents under Closed status, when the assigned workgroup is disabled.

89301

In Agent-based monitoring for Window servers, monitoring would stop when IP address is changed.

Agent is installed in agent server. Certain environments periodically updated Virtual IP Address or changed the NIC.

The agent would not find a match in the new IP with the server IP address & Host Name of the server configuration and thus stop monitoring that IP. 

All new Virtual IP addresses to Other IP Address column in Edit Server Page in a comma-separated format. Now the Agent matches IP address from the Other IP Address column and continues monitoring.

87329

An error message “Oops! An error occurred” was displayed on the following report pages while generating the reports.

  • INCIDENT CUSTOMER CSAT REPORT
  • INCIDENT CSAT BY WORKGROUP REPORT
  • INCIDENT FEEDBACK REPORT

The INCIDENT CUSTOMER CSAT REPORT page can be accessed using Reports > Incident Management > Incident Customer CSAT Report.

The INCIDENT CSAT BY WORKGROUP REPORT page can be accessed using Reports > Incident Management > Incident CSAT by Workgroup Report.

The INCIDENT FEEDBACK REPORT page can be accessed using Reports > Incident Management > Incident Feedback Report.

This issue occurred only when the user selected multiple locations and workgroups on the FILTERS pop-up. Due to this the query execution was delayed and error message “Oops! An error occurred” was displayed.

Now, the issue is resolved, and the following reports are generating successfully.

  • INCIDENT CUSTOMER CSAT REPORT
  • INCIDENT CSAT BY WORKGROUP REPORT
  • INCIDENT FEEDBACK REPORT

89698

Prerequisites:

  1. Log in as Administrator.
  2. Navigate to Admin > Basic > Infrastructure > Form Builder.
  3. Select the required Tenant and Module as Incident Management.
  4. Click ADD NEW on the ACTIONS panel.
  5. Select the Display At (General Area/Additional Information/TFS Area/ Evaluation Area) from the drop-down list.
  6. Click NEXT. The FORM BUILDER tab is displayed.
  7. Click on Default Group control.
  8. Under the Access to Workgroups section of PROPERTIES, uncheck the All Workgroups check box.
  9. Select the required Workgroups by selecting the check box before the workgroup name.
  10. Click NEXT. The PREVIEW tab is displayed.
  11. Click SAVE. Saved successfully message displayed.
  12. Navigate to Admin > Basic > Infrastructure > Form Builder.
  13. Select the required Tenant and Module as Incident Management.
  14. Select the same Display At (General Area/Additional Information/TFS Area/ Evaluation Area) from the drop-down list.
  15. Click EDIT on the ACTIONS panel.
  16. Click on Default Group control.

 Issue:

Under the FORM BUILDER tab of the FROM BUILDER page, for Default Group control, the workgroups selected in the Access to Workgroups attribute were not retained.

This issue occurred only when the Admin tries to edit the Default Group control configuration added under the General Area or Additional Information or TFS Area or Evaluation Area.

Now, the workgroups selected in the Access to Workgroups attribute are retained.

87464

Under the Endpoint Compliance tab of the Asset Details pop up, antivirus software assets were displayed in the Non-Compliant table even though the antivirus software assets were following all the compliance norms.

This issue occurred when Agent Machine was configured with more one Antivirus software. Due to which, the asset values were displayed in Non Compliant table instead of Compliant table.

Now, the antivirus software assets are displayed in correct table based on their compliance status. Also, Customer can configure their antivirus software names of the environment in the summit config table. Multiple antivirus software names can be added using comma (,) separator. Based on the requirement,

Customer can pick the extract antivirus software name from following table:


SELECT displayName,count(1) cnt from am_disc_antivirus with(nolock) group by displayName;

--------- Data Population Script ---------------------------

DECLARE @AntivirusName NVARCHAR(1000)

SET @AntivirusName = 'Cisco AMP for Endpoints,Symantec Endpoint Protection'

IF NOT EXISTS(select * from [Summit_Config] where [Config] = 'AM_Default_Antivirus')

BEGIN

       INSERT INTO [dbo].[Summit_Config] ([Org_ID] ,[Config] ,[Config_Val] ,[Data_Type] ,[Module_Code] ,[DisplayName] ,[Discription] ,[UpdatedDate] ,[UpdatedBy] ,[Active])

             VALUES (1 ,'AM_Default_Antivirus' , '' ,NULL ,'AM' ,NULL ,NULL ,GetutcDate() ,1 ,1)

END

ELSE

BEGIN

       UPDATE Summit_Config SET Config_Val = @AntivirusName where Config='AM_Default_Antivirus'

END

90140

Incidents and alert emails are created with blank or with no data.

For example, if an error occurred in an interface, then an incident was created without:

  • Host name
  • Interface name
  • IP address
NA

Now, incidents and alert emails are created with required information.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF18.

Issue

In the Asset Depreciation by Category Report, depreciation amount is not getting debited from Opening Balance for Vehicle category and hence the depreciation calculation is incorrect.

Note: This issue occurs only for quarterly or monthly basis for Asset Depreciation by Category Report.

(# 86182)

The parent and child value mapping is getting reset to blank when a user includes the Inactive Option from the INACTIVE FIELDS pop-up page of the FORM BUILDER page. Also, the user is not able to save the selected parent and child mapping after modifying it manually. (#75967)

Workaround:

To include the Inactive Options, do the following steps:

Include the inactive options (Inactive fields >  Select Options tab > Include the Inactive Options).

Map the options with the Parent and click NEXT.

Click SAVE.

Open the same Form again.

Map the parent and child and click NEXT

Click SAVE.

When you add a new label in the network topology (View) then the complete view is Zooming Out to a certain level. It displays the devices in smaller size rather than the actuals. But after saving the View, it displays the devices in normal size.

Note: This issue is not occurring every time. It only occurs when there are 2 to 4 devices in the view having discovered link between 2 devices. (#86191)

After saving network topology, the devices which are present in view are slightly changing its position even if you specify correct co-ordinates.

Note: This issues occurs when all the devices are plotted in one side of the view. (#86377)

The Child drop-down value is displaying even though the Parent drop-down is not selected on the New Incident or New Incident For User page. This issue occurs when the Options value is selected other than Manual while configuring the Parent in the Parent and Child drop-down fields on the FORM BUILDER page. (#73236) 

Note:

The same issue was found for the Service Request Management module. The following bug reproduction steps are given for the Incident Management module. 

Bug Reproduction Steps:

Log into the Application as an Administrator.

Select Admin > Basic > Infrastructure > Form Builder.

Select the Tenant and Module as Incident Management.

Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.

Click NEXT.

Under the FORM BUILDER tab, click or drag and drop the Dropdown control.

Select the Option as Common Master or other type except for the Manual.

Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.

Select the Country and add the State for it and select a State as Default for the Country.

Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.

Select the State and add the Cities for it and select a City as Default for the State.

Click NEXT.

Under the PREVIEW tab, ensure all the custom fields, and click SAVE.

Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.

Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.

Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.

On the New Incident or New Incident For User page, select the Tenant for which the Custom attribute is configured on the FORM BUILDER page.

Configured Child values are displaying even though the Parent field value is not selected.

The previous Asset transaction details are not displayed under the Previous Transaction drop-down list on the PREVIOUS IMPORT DETAILS page (Asset > User > Manage Assets > Import > Import Asset > Specify all the details > Click SUBMIT), even though the Assets are approved by the Checker on the MAKER-CHECKER ASSET-APPROVAL page (Asset > User > Manage Assets > Approvals > Maker Checker Approval > Click Filters  on the ACTIONS panel > Specify the filter criteria to view the list of requests from the Maker > Select the Assets that you want to approve under the LIST section > Click APPROVE on the ACTIONS panel > Select the  Approval Status as Approved.) This issue is found when the Asset Maker Checker Configurations is enabled.

(#67240)

When a user opens any page in a new tab in the SaaS Environment, the Switch Tenant pop-up is displayed in all the pages. This issue occurs only when the user is using the Firefox private window/tab. (#72276)

On the ADMIN DETAILS page (Admin > Advanced > Password Management > Administrator > Click ADD NEW on the ACTIONS panel > Specify all the details > Click SUBMIT > Select the Domain Name on the LIST page), the Password field is not displaying the GUID or Encrypted ID of the password and the field is empty. This issue is found when the user is logging into the SummitAI application using Microsoft Internet Explorer browser.

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

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

Broken image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings).

Workaround: The users need to re-login to the SummitAI application after deleting the logo.

On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto-resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.

The following issues are observed in BI Custom Reports:

When a user downloads the report (in any format), the data is displayed with hyperlinks.

When a user places the mouse cursor on the count link, the tooltip is displayed as [Object Object].

In the exported report, report name is displayed with '+' instead of space.

The Change Record is not created when the CR Requester and Customer Approver are same. This issue occurs even though Do Not allow Customer Approval of CR check box is selected on the Change Management TENANT configuration page. This issue occurs only for the first time when the Tenant is configured.

Workaround: The Administrator needs to unselect and again select the Do Not allow Customer Approval of CR on the Change Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the respective Tenant for which this issue is occurring > Click CONFIGURE DETAILS on the ACTIONS panel > Enable Do Not allow Customer Approval of CR check box and click SUBMIT > Clear Do Not allow Customer Approval of CR check box and then click SUBMIT, again).

The new SLA Value of an Incident is not displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident) when an incident is moved from New status to In-Progress using Notification Services.

The Pending Reason of an incident is still displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident), when an Orchestration Script fails and the respective Incident is moved back from Pending to In-Progress.

The notification e-mails related to escalation and jobs are triggered only in English language irrespective of the configured language on the NOTIFICATION TEMPLATE page for all the modules (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).