Customer Fixed Issues and Known Issues Denali SP1 HF16

For the incidents resolved by Bulk Update feature, the Solution field was displayed as blank in Daily Incident Report.

Prerequisites:

1. Navigate to Incident > Manage Incidents > Incident List. The Incident List page is displayed. Select the check box of the required incidents which needs to be resolved. Resolve the logged incidents using BULK UPDATE.
2. Navigate to Reports > Incident Management > Daily Incident Report. Select the same Tenant under Filters to display the report.

For the incidents resolved by Bulk Update feature, the Solution field is now displayed successfully in Daily Incident Report.

The Service Request Pending for User Response Reminder Notification template was not found under Template Name. Hence the user was unable to modify the notification template.

Prerequisites:

1. Navigate to Admin > Notification Template. Select the required Tenant and select the module as Service Request.
2. The NOTIFICATION TEMPLATE page is displayed.

The Service Request Pending for User Response Reminder Notification template is now visible under Template Name successfully. Hence, the user is able to modify the notification template without any issue.

Issue 1 (Incident Module):

Incident was not getting closed based on the number of days specified for Auto Closing Days under Tenant configuration.

Issue 2 (Service Request Module):

Service Request was not getting closed based on the number of days specified for Auto Closing Days under Tenant configuration.

Prerequisites:

Issue 1:

1. Configure Incident Closing Mode as Auto at Tenant configuration level and run Auto Close Incident job in Custom Scheduler.
2. Navigate to Incident > User > New Incident. Specify the mandatory information and click Submit. A new incident is created.
3. Navigate to Incident > Manage Incidents > Incident List. The Incident List page is displayed. Click on the same Incident ID hyperlink and change the status to Resolved. Specify the required fields. Click Submit.

Issue 2:

1. Configure Request Closing Mode as Auto at Tenant configuration level and run Auto Close Request job in Custom Scheduler.
2. Navigate to Request > User > New Service Request. Specify the mandatory information and click Submit. A new SR is created.
3. Navigate to Service Request > Manage Service Requests > Service Request List. The Service Request List page is displayed. Click on the same SR ID hyperlink and change the status to Resolved. Specify the required fields. Click Submit.

Issue 1 (Incident Module):

Incident is getting auto-closed based on the number of days specified for Auto Closing Days under Tenant configuration.

Issue 2 (Service Request Module):

Service Request is getting auto-closed based on the number of days specified for Auto Closing Days under Tenant configuration.

Steps: 

1)Navigate to  Incident > Incident List. 

2) Logged in analyst marks the ticket as FCR Incident.  

3)The analyst resolves the ticket in first workgroup the FCR Met as True. 

4)Change the Workgroup and update the FCR Met filed. 

96662

Despite all the change records associated with the desired Impact are in "closed" status, the following validation message is displayed:

"There are open change request(s) with this Impact. change the Impact for change request(S) or close the change request(S) before deactivating the Impact."

Preconditions:

1. Impact should be configured for desired tenant

2. All the CR's should be closed associated with desired Impact configured

Steps:

1. Navigate to Change > Configuration > Impact

2. Select the desired Tenant and the list of configured Impact will be displayed.

3. Select the desired Impact to deactivate.

4. Disable the Active checkbox.

5. click Submit.

Now the Impact gets deactivated when all the change records associated with the desired Impact are in "closed" status.

Prerequisite:

Using Application control feature, blacklist a software application with profile mapped to Customer. (Asset > Configuration > Application Control > Profile Mapping> Type > Customer).  

Step:

Try to open the blacklisted software application. 

Prerequisites: 

1. Blacklist/block a selected application software using Create/Update Profile of Application Control. 
2. Configure alert using Asset Alert Configuration to send alert mail on the same day of execution.  

Steps: 

1. Try to run the blacklisted or blocked software in the end user machine. 
2. Check the ‘Executed Date’ field in the alert mail. 

Prerequisite:

Perform re-activation, deactivation or bulk update of assets using Custom Action functionality. (Asset > User > Manage Assets > Import > Custom Action) 

Steps:  

1. Navigate to Asset > User > Manage Assets > Asset Inventory > Fixed  
2. Select a Tenant. 
3. Click the Asset ID hyperlink of any asset that is updated using custom action.  
4. Verify the values of the fields Updated Date and Updated By in Asset Details pop-up page. 

Prerequisites: 

1. ‘Asset not Contacted/Discovered’ alert mail should be configured for the selected tenant. 
2. Custom Scheduler job ‘Send Notification for Not Contacted Assets ‘ should be correctly configured and working fine. 

Steps: 

1. Navigate to the application and select Reports > Asset Management > Agent Online Status Report. 
2. Validate the count of ‘Not Contacted’ assets in the report. 
3. Verify whether notification mails have been received for uncontacted assets. 

97447

In the Orchestration Trigger Configuration when the Module is selected as a Work order, Work Order Number (WO Number) is not available in the Data Field dropdown list when the Data source is selected as Fixed Attribute.

Preconditions:

1.A script should be configured with an input parameter.

Steps:

1. Navigate to Admin > Advanced > Automation > Orchestration
2. Click on 'Add New'
3. Select Module as Work order in the Trigger Configuration.
4. Select the configured script.
5. Select 'Fixed attribute' from the Data source dropdown.

Work Order Number (WO Number) is now available in the Data Field dropdown list when the Data source is selected as Fixed Attribute.

97954

In the Network Draw View, IP address of the network device was not updated over the connected links after update and Re-Discovery.

Steps:

1. Navigate to Operations > Networks > Views > Edit View
2. Add link between two devices
3. Change the Source Device IP

The new Source Device IP was reflecting in the Edit View of the link, but Network View still displayed old Source Device IP.

Now, when the Source Device IP is updated, IP address of the connected links is also updated on both Network View & Edit View.

95999 

The formatting (color, bold, italics) made by an analyst in the answer text box of the Knowledge Base Articles (KBA) were not reflecting when viewed at the Publisher’s end or post publish. 

Prerequisite:  

• Create a KB Article with Colored text in Answer area. 

Steps:  

1. Navigate to Knowledge > User > Approve Knowledge Record 
2. Find the desired KB article. 
3. Check formatting in the Answer area. 

Formatting (color, bold, italics) done by an analyst in the answer text box of the Knowledge Base Articles are retained at the Publisher’s end and even after post publishing the KBA.  

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

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).

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).

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:

Login to the Application as Checker.

Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.

On the Filter pop-up page, select the Tenant and specify the required details.

Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.

On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click

Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS

On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.

Click SUBMIT.

Validate the data.

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:

Log into the Application as an Administrator.

Configure a Bulletin Board. For more information, see Configuring Bulletins.

Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.

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:

Log into the Application as an Administrator.

Select Admin > Advanced > Automation > Orchestration.

On the WORKFLOW LIST page, click the NEW

On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.

Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.

Log out and log into the Application as an Administrator or as an Analyst.

Select Request > Manage Service Requests > Service Request List.

On the SERVICE REQUEST LIST page, specify the Filters and open an SR.

On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.

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.

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)

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).