Customer Fixed Issues and Known Issues Sierra SP1 HF09

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Last updated: Apr 22, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Download Release Notes | 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

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

On this page: Customer Fixed Issues | Known Issues 

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Sierra SP1 HF09. The bug fixes for the bugs found in the following versions are also merged with this release. Please refer to the respective Release Notes for details.

#IssueResolution

75204

After the approval of a ticket, the Logged Time was displaying under the Request Time instead of Approved Time in the E-mail Notification template. This issue was occurring only for the New Status template when the E-mail notification was triggered to all Analysts of that Workgroup.

Now, the Approved Time is displayed under the Request Time for the New Status template.

75279

75097

An SR E-mail Notification was not triggering to an Approver. This issue was occurring only when an Approver forwards the SR to another Approver for an approval.

Now, the E-mail Notification is triggered to the Approver even if the SR is forwarded by another Approver.

74859

 

All recipients added in the Send field of the Push Report page were not receiving the Push Report E-mails.

Example:

The E-mail is sent only to the recipients added up-to 1000 characters in the Send field, and E-mails were not sent to those recipients that were added after 1000 characters.

Now, the Push Report E-mails are sent to all recipients added in the Send field.

75029

 

 The E-mail ID field was not accepting more than 100 characters on the DETAILS pop-up page of the LOCATION AND STORE page. Due to this, the specified E-mail ID after the 100th character was not receiving an E-mail notification.

Now, the E-mail ID field on the DETAILS pop-up page of the LOCATION AND STORE page accepts 500 characters and the configured recipients are receiving an E-mail notification.

75095

The CAB member who was inactive on the CHANGE ADVISORY BOARD page was still displayed as CAB Approver on the WORKFLOW section of the Change Record.

Now, only active CAB Approvers are displayed on the WORKFLOW section on the Change Record.

74822

On the INACTIVE ASSET REPORT list page, the horizontal scroll bar was not displaying even though the number of columns were more. Due to this, the Analyst was not able to side scroll the screen to view the complete tabular data. Also, the Analyst was unable to access the ACTION panel.

 

Now, the Analyst can side scroll the screen to view the complete tabular data even if the number of the columns are more and a horizontal scroll bar is displayed. Also, the Analyst can able to access the ACTION panel.

75895

 

Prerequisites:

  1. Configure the Orchestration Script with input parameters.

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

Bug Reproduction Steps:

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

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

76846

On the PARENT CATEGORY/ CHILD CATEGORY DETAILS pop-up page (Incident > Configuration > Incident Masters > Category > Select the Tenant > Right-click on the configured Parent or Child Category and select Configure), a message No Data was getting displayed instead of the Location-wise Workgroup Routing configuration details. 

Now, the Location-wise Workgroup Routing configuration details are getting displayed on the PARENT CATEGORY/ CHILD CATEGORY DETAILS pop-up page.

76438

 

The configured Users were receiving the Alert notifications even before the configured Action Template on the ALERT AND LOG INCIDENT page. This issue was occurring if the Downtime was capturing the Critical Event time instead of Alert Event time under the DETAILS tab of the NETWORK DEVICE DETAILS page.

Now, the Alert Notifications are sent only when the configured Action Template is met.

74835

 

Unable to discover the devices. This issue was occurring for the Proxy setup tool that was enabled with the GDPR environment.

Now, the devices are getting discovered in GDPR environment.

74582

 

A previously resolved Incident was linking with the Alert Event when a Network Device was Down for the second time.

For Example:

Consider a Network Device that was Down. As per the configured Action, Template and Incident Template Incident was logged and manually resolved. The same Network Device was Down again, an Alert Event got generated, and there was no Incident created as per the configured Action Template. But once the Device is up in next polling, the previously resolved Incident got linked with the Alert Event that was created for the second time Down status and information event that was created on device up status.

Now, the previously logged Incident is not linked with the Alert Event created for the second time down status of a Network Device.

76537

Prerequisites:

Create a new Catalog for a specific Category and link the same catalog to other Categories using the Link to Other Category option.

On the New Service Request and New Service Request For User page, the parent or child categories having only linked catalogs were not getting displayed in the Tile and Carousel View.

Now, on the New Service Request and New Service Request For User page, the categories which having only linked catalogs are also getting displayed in the Tile and Carousel View.

76329

On the Theme Configured End User Dashboard page, the Knowledge Records tile was not displaying for the End Users.

Now, the Knowledge Records tile is displaying for the End Users.

77562

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

Bug Reproduction Steps:

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

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

77285

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

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

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

76691

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

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

 75474

On the EXPORT CONFIGURATION BY FILE page, the Category and Classification options were not displaying for the Incident Management module even after selecting these options under the Master Types.

Now, the Category and Classification options are displayed on the EXPORT CONFIGURATION BY FILE page.

76103



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

Sample error:

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

SummitNet.WS.Common.GeneralConfigService..ctor

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

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

at SummitNet.WS.Common.GeneralConfigService..ctor

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

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

Sample error:

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

SummitWeb.BasePage.get_LicenseEdition

GET-/summit_ssologin.aspx  

Object reference not set to an instance of an object.

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

Now, it is fixed by handling the Null condition.

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

Sample error:

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

System.TimeZoneInfo.FindSystemTimeZoneById

POST-/summit_samlresponse.aspx  

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

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

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

Sample error:

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

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

  at Newtonsoft.Json.JsonTextReader.ParseValue 

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

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

Sample error:

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

at LayoutMaster.master_Page_PreLoad 

at System.Web.UI.Page.OnPreLoad 

Now, it is fixed by handling the Null condition.

Fixed API Issues

This section describes the API issues fixes in the release, Sierra SP1 HF09.

Fixed API Issues

The following issues are fixed for the IM_LogOrUpdateIncident API:

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

Known Issues 

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

Issue

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:

  1. Include the inactive options (Inactive fields >  Select Options tab > Include the Inactive Options).
  2. Map the options with the Parent and click NEXT.
  3. Click SAVE.
  4. Open the same Form again.
  5. Map the parent and child and click NEXT
  6. Click SAVE.

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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the Dropdown control.
  7. Select the Option as Common Master or other type except for the Manual.
  8. Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.
  9. Select the Country and add the State for it and select a State as Default for the Country.
  10. Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.
  11. Select the State and add the Cities for it and select a City as Default for the State.
  12. Click NEXT.
  13. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  14. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  15. Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.
  16. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  17. 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.
  18. Configured Child values are displaying even though the Parent field value is not selected.

The configured default value of the multi-valued drop-down field on the FORM BUILDER page is not displaying as a default value under the multi-valued drop-down field on the Incident details page while logging an Incident. (#73235)

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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the MV Dropdown control.
  7. Select the Options value as Manual and set one option as default value.
  8. Click NEXT.
  9. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  10. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  11. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  12. 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.
  13. The configured default value of the multi-valued drop-down field is not displaying.

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:

  1. Select Asset > User > Manage Asset > Import > Import Asset.
  2. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT.
  3. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected.  Click Next.
  4. Click the Preview tab and select the store where you want to import the Assets from the Store list.
  5. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel.
  6. Alternatively (Steps 1-5), select Asset > User > Manage Assets > Asset Inventory.  On the ASSET INVENTORY page, click FIXED.  On the ACTIONS panel, click ADD. On the ADD ASSET page, specify the required information and click SUBMIT.
  7. Add two Assets with same Serial Number.
  8. The Application allows to import or add two Asset with same Serial Number.
  9. Select Asset > User > Manage Assets > Approvals > Maker Checker Approval . On the MAKER-CHECKER ASSET-APPROVAL page, click Filters  on the ACTIONS panel. Select the Tenant. Select the Transaction Type as Add to view the list of requests from the Maker.
  10. The Assets with duplicate Serial Number are displayed. Click APPROVE on the ACTIONS panel. On the APPROVE pop-up page, select the  Approval Status as Approved.

(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)

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).