Customer Fixed Issues and Known Issues Denali SP1 HF08

Owned by Saranya S (Unlicensed)
Last updated: Apr 22, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
11 min read

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 SP1 << Denali SP1 HF01 << Denali SP1 HF02 << Denali SP1 HF03 << Denali SP1 HF04 << Denali SP1 HF05 << Denali SP1 HF06 << Denali SP1 HF07

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 SP1 HF08. 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

84818

Even after the CR is closed; it is updatable for custom attribute values in the closed ticket and the Submit button remains active.

Now, it is not possible to edit a closed ticket as the Submit button has been disabled.

84142

The transfer functionality was not working on the INCIDENT DETAIL page. An “Oops error” message was displayed on clicking the TRANSFER button on the TRANSFER pop-up. This occurred when an Analyst transfers an Incident after providing the desired Tenant, Workgroup, and Reason on the TRANSFER pop-up.Now, an incident transfer is successful, and no error message is displayed.

84987

When a Label control was included in the middle of the existing custom attributes on the Service Catalog FORM BUILDER page, then on the New Service Request page, the orientation and look and feel of all the custom attributes was changed.Now, the orientation and look and feel of all the custom attributes is not changed on the New Service Request page even though the Label control is included in the middle of the existing custom attributes on the Service Catalog FORM BUILDER page.

86092

SummitAI application was performing slow while creating new incident, auto search for template, catalog and KB article due to long length subjects or symptoms. It was also impacting end-user dashboard search along with the ticket update.Provided limitation to the length of auto select subjects which will reduce the load on search and sort operation, and hence improved the performance of SummitAI application.

84417

Under the Allocation History tab, the horizontal scroll bar does not display, despite more column data being available. Due to this, the Analyst was not able to scroll horizontally on the screen to view the complete tabular data.

Now, the Analyst can scroll sideways on the screen to view the complete tabular data even when the number of the columns exceed the display. The horizontal scroll bar is also displayed.

83989

After clicking the UNLIST IN SERVICE REQUEST icon on the ACTIONS panel of the Software License Configuration page, an error message “You do not have access to this page. Please contact Administrator” was displayed even though all the required configurations were enabled for the Analyst.Now, the Analyst can access the UNLIST IN SERVICE REQUEST option as per the configuration without any error message.

84800

User receives notification e-mail body in the same language as configured on the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template > Tenant > Language), but not the notification e-mail subject line in the same configured language.Now, the user receives notification e-mail subject line also in the same language as configured on the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template > Tenant > Language).

84505


The Change Manager was able to create the Change Record which had Planned End Time lesser than Log time. Due to this, while approving the Change Record, an error message “Planned End time should be greater than Log time.” was displayed and the Change Manager was not able to approve the Emergency Change Record.

Now, no error occurs while approving the respective Change Record because for the 'Planned End time', validation will not happen with respect to Log Time for Change Manager.

84469

When the analyst downloads the Catalog attachments in the Service Request Details page, the page redirects to the blank page.

This issue occurs, whenever the following key is removed from the web config file:

<add key="App:DownloadAttachment" value="false" />

Now, the analyst can download the attachments from the Service Request Details page.

84637

The location information was not captured and not displayed on the Incident Detail and My Incident Detail page whenever a ticket is logged through Mobile App, even if the location information was sent through the API/Mobile App.Now, the location information is captured and displayed on the Incident Detail and My Incident Detail page.

82716

Adding an Analyst to a workgroup resulted in error. In addition, searching the user using email-id was not working.

Now, you can successfully add an Analyst to a workgroup. Searching for a user using email-id, filters the respective user successfully.

80325

On the Approve Service Requests page (Request > User > Approve Service Requests), only 300 records were displaying even though the Records Per Page was selected as ALL.

This issue occurred when more than 300 records are pending with an approver for approval.


Now, this issue is resolved. Also, on the Approve Service Requests page, the ALL option is removed from the Records Per Page field, and the approvers can view 20, 30, 50, 75, 100, or 500 records per page.

Note:

The same functionality is implemented on the My Service Requests page (Request > User > My Service Requests).

84948


While accessing the records on the Asset Group page, an error message “Oops! An error occurred” was displayed. This issue occurred when the same Asset was discovered multiple times by the following methods:

  • Discovered in multiple Tenants
  • Discovered by multiple scheduler jobs
  • Discovered by the same discovery job executed multiple times.

Now, the asset is discovered only once irrespective of the discovery methods. Due to this fix, the Assets on the Asset Group page are displaying without any error. 

Note: For existing Duplicate records we have to delete manually in Widget_Scan_Details table.

83713

On the Service Request Details page, the Actual Response time was getting updated when the Analyst resolved the auto-generated work order manually. However, the Service Request is resolved from the Work Order page after the last Work Order is resolved.Now, the Actual Response time is not getting updated on the Service Request Details page.

86107

On the USER DASHBOARD page, the FEEDBACK PENDING tile was not displayed even though Enable Feedback check box was selected and the FEEDBACK CONFIGURATION was defined.

Now, the FEEDBACK PENDING tile is getting displayed on the USER DASHBOARD page. 

Note: 

  • When an Incident or SR is resolved, the Feedback Pending count of Incident or SR increments and is displayed on the FEEDBACK PENDING tile.
  • When feedback is provided for resolved Incident or SR, the Feedback Pending count of Incident or SR decrements and is displayed on the FEEDBACK PENDING tile.

84213

Prerequisites:

  • On the TENANT page, select Enable Pending Status Change on the End User Update check box and select ALL Pending Reason from the drop-down list.
  • Log in as an End User and raise a Service Request.
  • Log in as an Analyst and move the Service Request to Pending status.
  • Log in as an End User and open the same Service Request in multiple tabs and update Additional Information and click Submit.

Issue:

On the CHANGE HISTORY pop-up of the SERVICE REQUEST DETAILS page, the status change date and time were captured multiple times. This issue occurred when an End User updated the Additional Information of a pending SR multiple times from different tabs of the same or different browser.

Now, if the End-User tries to update Additional Information of a pending SR from different tabs the below message will be displayed.

"This Service Request is modified after that Service Request Details were loaded. Reload the page before saving. Click here to reload."

Now, if the End-User tries to update Additional Information of a pending SR from different tabs the below message will be displayed.

"This Service Request is modified after that Service Request Details were loaded. Reload the page before saving. Click here to reload."

85664 & 86762

The Actual Effort hours field was not allowing 3 digits in the User Communication tab of the Service Request Detail page and Incident Detail page.

Now, the Actual Effort hours field allows 3 digits.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF08.

Issue

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

  1. 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).
  2. 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).
  3. 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:

  1. Login to the Application as Checker.
  2. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.
  3. On the Filter pop-up page, select the Tenant and specify the required details.
  4. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.
  5. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click
  6. Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS
  7. On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.
  8. Click SUBMIT.
  9. Validate the data.
(#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:

  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).