Customer Fixed Issues and Known Issues Denali HF07

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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Download Release Notes | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali HF03 << Denali HF04 << Denali HF05 << Denali HF06

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 Denali HF07. The bug fixes for the bugs found in the following version are also merged with this release. Please refer to the respective Release Notes for details.

#IssueResolution

79816

Prerequisite: 

Configure SR Reminder job.

Issue:

The Incident created via the SR Reminder feature was not captured in the IM_ElapsedTimeByWorkgroup master table.

Due to this, those Incident details were not captured in the IM_RPT_DN_Workgroup_Bounce_Detail DN table also.

Now, a new record is getting inserted in the IM_ElapsedTimeByWorkgroup master table when an Incident is created via the SR Reminder feature. Also, the Incident details are getting captured into the IM_RPT_DN_Workgroup_Bounce_Detail DN table.

79772

Prefix FEEDBACK was not included in the header of the SERVICE-REQUEST ID: XXXX pop-up (Request > User > My Service Requests > Click Filters on the ACTIONS panel > Select Status as For Feedback and click Submit > Click an SR ID). But it was included in the header of the FEEDBACK - INCIDENT ID: XXXX pop-up (Incident > User> My Incidents > Click Filters on the ACTIONS panel > Select Status as For Feedback and click Submit > Click an Incident ID).

This was causing inconsistency among the headers even though the purpose of the pop-up is the same.

Now, this issue is resolved, and the header is changed to FEEDBACK - SERVICE REQUEST ID: XXXX instead of SERVICE-REQUEST ID: XXXX.

80003

The TENANT drop-down field on the IMPORT KNOWLEDGE RECORDS page (Knowledge > User > Import Knowledge Records) was not displaying all the tenants configured for the logged-in user.

Now, all the configured tenants are getting listed in the TENANT drop-down field.

80785

On the CHANGE HISTORY pop-up the Closure Category selected while resolving a Service Request was not captured even though the Enable Capture of Closure Category check box was selected on the TENANT page.

Now, on the CHANGE HISTORY pop-up, the Closure Category is getting captured for resolved Service Requests.

81199

Incorrect details were displayed when the user clicks Caller Details icon on the Incident Details page.

Example: Instead of displaying Caller details, the Caller Details icon was displaying Analyst details.

Now the Caller details can be viewed by clicking on hyperlink, dedicated for the same.

79723

Prerequisite:

  • Configure the Enable Follow-up for Incidents check box on the TENANT page.

After executing the IM_LogOrUpdateIncident API the Follow up count was updated to 0 even though there was no count passed. Also, by default, the API Response was not displayed in the Json format.

Now, the Follow-up count displays the current count. Also, by default, the API Response is displayed in the Json format.

78134

 

The custom notification mail was not sent if the SR was approved through mail.

This issue was occurring whenever the 2nd level approver from the Workgroup was approving the SR whereas, the notification was sent when the other users of the Workgroup were approving the SR. This issue was occurring intermittently.

Example: If the Workgroup_Test in which 3 users named A, B, and C were added was configured at the 2nd level approver and user A was approving the SR, then the notification was not sent. Contrarily, the notification was sent when the users B or C was approving the SR.

Now, the SR approval e-mail notification is not sent as expected. 

 

81082

 

Prerequisites:

  1. Send mails for Summit job should be configured and running.
  2. Login the Application as Analyst who is mapped to Time Zone other than IST.

Issue: The Updated Date column of the Knowledge Record MAIL HISTORY page was showing time based on the IST time zone even though the respective knowledge record was created in some different time zone.

Now, the time is displayed based on the Time Zone of the User.

 

81148


Chinese characters were not displayed properly in the SR Description field of the Service Request Detail page.

Example: It used to display as “(??????)”.

Now, the Chinese characters are displayed properly in the SR Description field of the Service Request Detail page.

81185

When an Incident is raised or updated, the Date field is set with the Caller time zone instead of logged in user’s time zone.

This issue occurs if there is a custom Date field and if the Analyst updates the Date field with time.

Now, the custom Date field is set in accordance with the logged in Analyst’s time zone.

80632

In Fixed assets Inventory Page for allocated assets, the selected value for Allocate To attribute is displayed under the Allocate Type attribute column on the FIXED ASSET LIST page.

Now, the selected attribute value for Allocate To is displayed correctly under FIXED ASSET LIST page.

79520

On the CHANGE HISTORY pop-up, the Closure Category selected while resolving a Service Request was not captured even though the Enable Capture of Closure Category check box was selected on the TENANT page.

 

Now, on the CHANGE HISTORY pop-up, the Closure Category is getting captured for resolved Service Requests.

76898

The scheduled Izenda Report was not triggered when the TLS 1.2 was enabled.

Now the scheduled Izenda Report is triggering since the Izenda version 6.11.0.0 is supported for TLS 1.2, TLS 1.1, and TLS 1.0.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali HF07.

Issue

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:

  1. Log into the Application as an Administrator.
  2. Configure a Bulletin Board. For more information, see Configuring Bulletins.
  3. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.
  4. 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:

  1. Log into the Application as an Administrator.
  2. Select Admin > Advanced > Automation > Orchestration.
  3. On the WORKFLOW LIST page, click the NEW
  4. On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.
  5. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.
  6. Log out and log into the Application as an Administrator or as an Analyst.
  7. Select Request > Manage Service Requests > Service Request List.
  8. On the SERVICE REQUEST LIST page, specify the Filters and open an SR.
  9. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.
  10. 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.
  11. 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.

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).