Customer Fixed Issues and Known Issues Tahoe SP3 HF02
| 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)
On this page: Customer Fixed Issues | Known Issues
Merged Releases
- The upgrade steps of HF releases from March 2022 till May 2022 are merged with this script.
Customer Fixed Issues
This section describes the issues reported by the customers and their fixes in Tahoe SP3 HF02 version.
Service Management
Issue # | Issue Description | Scenario | Resolution |
106779 | An error message ‘Oops an error occurred’ was displayed and the reports page resulted in Timeout while opening an IM and or SR report. This specifically occurred, when the FromDate and ToDdate selected in the Filter Report was more than 1 year duration. The reports for which this issue occurred were: IM
SR
| Prerequisite: Ensure you have IM / SR Reports data with more than 1 year. The Issue was present in both IM and SR Reports. Below are sample steps taken from one of the IM Reports. Steps:
| Populating Reports data more than 1 year had performance in page loading. This is resolved by restricting the Reports Filter duration (FromDate and ToDates) which must be less than 1 year. If you select more than 1 year duration, the following message is displayed: “Max supported duration must be within 1 year.” |
105555 | An error message ‘Oops an error occurred’ was displayed when using ‘Save as Template’ option for a Change Record that had linked incidents. In addition, the linked incidents under Relationship tab were getting cleared. | Steps:
| The Save as Template option for a CR that has linked incidents saves template successfully without any errors. Also, the linked Incidents under Relationship tab are retained. |
104700 | An error message ‘Oops an error occurred’ was displayed when navigating to KR List page and Approve Knowledge Records. While approving Knowledge records, the system was redirecting to the new knowledge record page, instead of approval page. | Prerequisite: A KR should be under approval. Steps:
| The KR list page is getting loaded successfully. Approval of KR is happening successfully, and it no longer redirects to new KR page. |
105058 | The Priority and Impact fields were not displaying as per default configuration rather than user type configuration. | Prerequisites:
Steps:
| The Priority and Impact fields are displaying as expected on Incident List page. |
108755 | The end users could not select Testers while creating Change Request Record. | Steps: 1. Navigate to Change > User > My CRs > New Change Request 2. Select the checkbox Customer Acceptance Test Required 3. Verify the field, Testers. | The end users can select the value for the field Testers and the issue is fixed. |
Agentless Discovery
Issue # | Issue Description | Scenario | Resolution |
107475 106745 | User was getting an error while discovering the devices through Simple Network Management Protocol (SNMP). The following error was displayed in the message box: “Authentication failed or Invalid MIB OID.” | Steps:
| User is not getting errors while discovering the devices through Simple Network Management Protocol and is discovering properly after the resolution. |
106013 | User was getting an error while discovering the devices through Amazon's Elastic Compute Cloud (AWS EC2) instance. | Steps:
| User is not getting errors while discovering the devices through AWS EC2 instance and is discovering properly after the resolution. |
Platform
Issue # | Issue Description | Scenario | Resolution |
106022 | While searching for Configuration Items (CI’s) on the Global Search with the CI Id there were no results getting displayed. However, the results were getting displayed while searching for the serial number, hostname, and IP address. | Steps: 
| The Global Search is displaying the results while searching for CI Id. |
102761 | User was facing an issue while authenticating the fingerprint sensor option. | Steps:
| The fingerprint sensor option is working properly after the resolution. |
100901 | In the Authentication Configuration, if two Domains were configured then the user from the Domain that was set as ‘False’ were not able login to the Mobile Application. | Prerequisites:
| Users can now login to the Mobile Application successfully even if the Domain is ‘Is Default’ as False when there is more than one Domain configured. |
107868 | The configured Business Rule triggered incorrect notification emails to the additional recipients and workgroups when the in-progressed status ticket was assigned to an analyst. | Prerequisites:
| Successfully triggers configured email notifications from the Business Rule. |
104116 | The trigger UTG_Izenda_InsertReportMenus was creating performance issues, if it was not disabled at the time of upgrade or rollback. | NA | Due to performance issue the trigger in Summit DB/Reporting DB :UTG_Izenda_InsertReportMenus is deleted. |
IT Asset Management
Issue # | Issue Description | Scenario | Resolution |
105739 | While approving the asset movement, the Approval Comments text field was not accepting white spaces and the approver was not able to copy and paste it into it. | Steps:
| The Comments text field is now accepting white spaces and the approver can copy and paste into it successfully after the resolution. |
106018 | Under MY ASSET LIST page, Serial Number was not appearing, and Category was getting displayed twice for a specific Asset ID on the Fixed Asset Tile View. | Steps:
| The Serial Number and Category are displaying appropriately for a specific Asset ID in the Fixed Asset Tile View under MY ASSET LIST page after the resolution. |
106651 | The location-wise Role Template configuration reported an issue when the analyst was able to see the entire country’s asset location details instead of the respective user location in the Asset Inventory. | Steps:
5. Check the location details. | The location-wise Role Template configuration works fine, and the analyst can only view the assets from the respective location after the resolution. |
Known Issues
This section describes the known issues detected by the SummitAI Dev and QA team in the release, Tahoe SP3 HF02 Release.
Issue ID | Issue Description | Scenario | Workaround |
101982 | An approver encountered an error ‘Opps, Error Occurred’ message when opening an SR for approval. | Prerequisites:
Steps:
| 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. |
100781 | When 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 3. Click Apply. 4. Verify the results, after applying the User Contact Number filter. | N/A |
100796 | The ‘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 |
100798 | The 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 > 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 |
100813 | The 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. | N/A |
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 SP1 << Denali SP1 HF01 << Tahoe
On this page: 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.
- <Release Name> (Patch Release)
Known Issues
This section describes the known issues detected by the SummitAI Dev and QA team in the release, Tahoe.
Issue |
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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. |
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:
(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:
(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:
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:
Prerequisites
Bug Reproduction Steps:
|
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:
|
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:
|
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:
(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:
|
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). |
Confluence Cloud Migration Alert: Please refer to known issues you may encounter in Confluence Cloud: https://eitdocs.atlassian.net/wiki/x/wDGwAQ