Customer Fixed Issues and Known Issues Denali HF05

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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 << Denali << Denali HF01 << Denali HF02 << Denali HF03 << Denali HF04

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 HF05. 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

76268 

The Problem Record (PR) count displayed under the My Workgroup section on the ANALYST DASHBOARD was also including those PRs that are logged for the Workgroups for which the Analyst does not have access but is an Approver or a Reviewer.

Now, only the count of the PRs that are logged for the workgroups for which the Analyst has access is displayed under the My Workgroup section on the ANALYST DASHBOARD.

 76852 

After adding the Non-fixed Assets, the data was getting synchronized in the [AM_RPT_DN_NF_AssetMaster] denormalization table based on the UpdatedDt column of [AM_NF_Asset_Master] table. Due to this, when the UpdatedDt column is null, the differential load data was not getting synchronised in the [AM_RPT_DN_NF_AssetMaster]

Prerequisites:

  1. The job 'exec USP_Jobs_RPT_LoadReportingData' should be executed.
  2. The Job 'Load Denormalization AM Tables Data' should be running in the Application.

Bug Reproduction Steps:

  1. Log in to the Application.
  2. Select Asset > User > Manage Asset > Asset Inventory.
  3. On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click CONSUMABLES/ACCESSORIES/SOFTWARE.
  4. On the Asset page, click Add on the Action panel.
  5. Select the Tenant and specify all the mandatory fields and click SUBMIT. The Asset is added to the inventory
  6. Verify the data in the [AM_NF_Asset_Master] table.
  7. Compare the data with [AM_RPT_DN_NF_AssetMaster] table.

Now, after the adding the Non-fixed assets, both the columns i.e., UpdatedDt and InsertedDt from the [AM_NF_Asset_Master] table are considered and the denormalization table [AM_RPT_DN_NF_AssetMaster].are getting synchronized  accurately.

76444 

The Analyst was able to create Work Order, Change Record, Service Request, and/or Problem Record from the child Incident Details page.

However, the Create Work Order, Create Change Record, Create Service Request, and Create Problem Record options should not be displayed to the Analyst on the child Incident Details page.

Now, the Analyst cannot create Work Order, Change Record, Service Request, and/or Problem Record from the child Incident Details page.

76359

On the CHANGE HISTORY pop-up of the Incident Details page, the Target Completion Date column was captured even though the Incident was selected with a Priority having a Resolution SLA value greater than zero.

Prerequisites:

  1. On the PRIORITY page (Incident > Configuration > SLA Configurations > Priority > Select the Tenant > Click ADD NEW on the ACTIONS panel), configure a Priority with Resolution SLA Minutes value greater than zero.
  2. Log an Incident with the same Priority for which Resolution SLA Minutes is greater than zero.
  3. Move Incident to Assigned status keeping the same Priority.

Now, on the CHANGE HISTORY pop-up page, the Target Completion Date column is not captured when the Incident Resolution SLA value is greater than zero.


77734

The SR ID was not displayed in the Subject of the e-mail notification. This issue was occurring when a workflow generates an e-mail notification.

Now, the SR ID is displaying in the Subject of the e-mail notification.

77665

An error message "The length of Other E-mail ids should not be more than 160 characters" was displayed on the SMS NOTIFICATION page (Incident/ Request > Configuration > Others > SMS Notification). This issue was occurring when users enter more than 160 characters in the Other E-mail ID field.

Now the issue is fixed, and additionally, the application allows up to 2000 characters in the Other E-mail ID field.

77997

The e-mail notifications configured in the workflow were not getting triggered while creating the Service Request through API.

Also, the Service Request status was updated to New instead of Pending for Approval.

Now, the e-mail notifications related to the End User are triggered while creating the Service Request through API. Also, the Service Request status is getting updated to Pending for Approval.

76673 

Incorrect Logged Time value was displaying for the child Incident on the CHILD INCIDENT LIST pop-up page upon clicking the parent icon  on the INCIDENT LIST page.

Now, the correct Logged Time value is displayed for the child Incident on the CHILD INCIDENT LIST pop-up.

76604

On the New Service Request page (Request > User > New Service Request > Select the required Tenant > Select a Catalog) and New Service Request For User page (Request > User > Manage Service Requests > New Service Request for User > Select the required Tenant > Select a Catalog), the catalog description was not displayed. This issue was occurring if the selected Catalog does not contain Catalog Item Image.

Now, on the New Service Request and New Service Request For User page, the Catalog description is displaying irrespective of Catalog Item Image.

76629 

Prerequisites:

The current Analyst should not be present in target Workgroup.

Issue:

The new Workgroup and the Analyst name were not getting updated when an Analyst was updating Workgroup and Assigned To field value on the WORD ORDER page.

Now, new Workgroup and the Analyst name are getting updated when an Analyst is updating Workgroup and Assigned To field value on the WORD ORDER page.



Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali HF05.

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.

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. (#67236)

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.

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).