Customer Fixed Issues and Known Issues Sierra SP1 HF07

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Last updated: Apr 23, 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 << Sierra SP1 HF04 << Sierra SP1 HF05 << Sierra SP1 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 Sierra SP1 HF07. The bug fixes for the bugs found in the following versions are also merged with this release. Please refer to the respective Release Notes for details.

#IssueResolution

71332

The Child Incidents were not getting closed automatically when the Parent Incident was closed though the API integration.

Now, the Child Incidents are also getting closed automatically when the Parent Incident is closed though the API integration. Also, the Child Incidents are updated with the same details as the Parent Incident.

72810

The monitoring status of the Proxy Servers displayed on the PROXY VIEW page was mismatched with the status displayed on the ITOM Dashboard page. However, the correct status was displaying on the PROXY VIEW page.

Now, the issue is fixed, and the correct monitoring status is displaying on both the ITOM Dashboard and PROXY VIEW pages.

72661

The Configured Analysts were not receiving e-mail notification whenever the Knowledge Records were published. This issue was occurring when the Mail to Column in the database had incorrect recipient ids.

Now, the configured Analysts are receiving e-mail notification when a Knowledge Record is published.

72848

The Priority value displayed on the INCIDENT LIST and Incident details pages is not matching. This issue occurred when a different Priority value was selected instead of the Priority value, which is configured on the PRIORITY MATRIX page while updating the Incidents through the Bulk Update option.

Now, the Priority value on the INCIDENT LIST and Incident details pages is the same.

72468

On the KNOWLEDGE DASHBOARD page, the required URL/website was not loading when the user was clicking the hyperlinks displayed in the External Results section after specifying a keyword in the Looking For an Answer search bar. This issue was occurring due to a bug in the Link External Website configuration.

Now, the required URL/ Website is loading when a user clicks the hyperlinks displayed in the External Results section after searching a keyword in the Looking For an Answer search bar on the KNOWLEDGE DASHBOARD page.

72463

On the NEW SERVICE REQUEST page, an error message, “Oops! An error occurred” was displayed when an End User raised a New Service Request by selecting a Service Catalog. This issue occurred when the selected Service Catalog consisted of Autofill control mapped with a custom table column, and the Column Name contained space.

Now, no error message is displayed on the NEW SERVICE REQUEST page even if the selected catalog contains Autofill control mapped with a custom table column, and the Column Name contains space.

72243

On the KEYWORDS pop-up page of the Service Catalog Request Mail and Service Catalog Reject Mail templates, Irrelevant keywords that were not related to a Service Catalog were also getting displayed.

 

Now, only the relevant keywords related to a Service Catalog are displayed on the KEYWORDS pop-up page of the Service Catalog Request Mail, and Service Catalog Reject Mail templates.

Also, the following new keywords are added on the KEYWORD  pop-up page of the Service Catalog Request Mail and Service Catalog Reject Mail templates:

  • *SERVICECATALOG_CREATEDTIME*
  • *SERVICECATALOG_CREATEDBY*
  • *SERVICECATALOG_UPDATEDTIME*
  • *SERVICECATALOG_UPDATEDBY*

72550

While copy-pasting an image under the User Communication field of the Incident Details page, the same image was displayed twice. 

Now, the image is not displayed twice while copy-pasting an image under the User Communication field of the Incident Details page.

72589

On the CATEGORY page of  the Incident Management module, the child categories were inactivated when parent category was renamed.

Now, the child categories are active even if the parent category is renamed on the CATEGORY page of the Incident Management module.

72547

When an Incident was logged using Mail to Ticket functionality, the source e-mail was not uploaded under the Attachment section of the newly created Incident. 

Now, the Mail to Ticket functionality is working as expected, and the e-mail is uploaded under the Attachment section of the newly created Incident.

73175

The Incident was not getting logged using Mail to Ticket functionality. This issue occurred when the source e-mail had an e-mail attachment with the blank subject line.

 

Now, the Incident is logged successfully  using the Mail to Ticket functionality even if the source e-mail had an e-mail attachment with the blank subject line.

Also, the source e-mail and e-mail attachment are uploaded under the Attachment section of the newly created Incident.

Note: E-mail attachment with blank subject line is uploaded as Untitled file under the Attachment section

72346

Under the ADDITIONAL INFORMATION tab of the Knowledge Record, no values were displayed in the child drop-down field when a value was selected from the parent drop-down list.

Now, the Drop-down custom attributes with the parent-child relationship are working as expected under the ADDITIONAL INFORMATION tab of the Knowledge Record. 

72471

An error "Error saving details." was displaying while updating software details on the UPDATE DETAILS page. This issue was occurring when a special character such as &, <, or “ was used while adding the software details on the SOFTWARE DETAILS page.

Now, the software details are updated without any error message even if a special character is used while adding the software details on the SOFTWARE DETAILS page.

72728

While selecting a Tenant from the Tenant List, a different Tenant was selected instead of the intended Tenant. This issue was occurring in all the pages of the Application where Tenant List was available.

Now, the intended Tenant is getting selected from the Tenant List.

73676

The users were not able to log into the SummitAI Mobile Application when the NT_UID was configured in the e-mail ID format in the SummitAI database.

 

Now, the user can log into the SummitAI Mobile Application when the NT_UID is configured in the e-mail ID format in the SummitAI database.

The following key is added in the SummitAI Mobile Application web service web config file:
<add key="isWSNTBasedAuth" value="true"/>

71895

Additional escalation is sent to the configured user based on the time when an E-mail was sent from an Analyst to an End User. However, it was sent to the users of different Customers in the External Escalation using Send E-mail functionality. This issue occurred when no Escalation was configured for the customer but, the SummitAI application was considering the Escalation configured for previous Incident while sending the Escalation E-mail to the users.

Example: Let’s consider the following scenarios:

  1. An Incident IM 123 was logged for the Customer – SymphonySummit, Workgroup- Printer Support, Tenant - IT Tenant, and additional escalation was configured, then the additional escalation E-mail was triggering correctly to the users of the Customer – SymphonySummit.
  2. Next, Incident IM 456 was logged for the Customer – SummitAI, Workgroup - IT Support, Tenant – SR Tenant, and the additional escalation was not configured, then also the additional escalation E-mail was triggering to the users of the Customer – SymphonySummit, which was incorrect.

Now, additional escalation is sent to the users of the configured customer only.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF07.

Issue

The Child drop-down value is displaying even though the Parent drop-down is not selected on the New Incident or New Incident For User page. This issue occurs when the Options value is selected other than Manual while configuring the Parent in the Parent and Child drop-down fields on the FORM BUILDER page. (#73236) 

Note:

The same issue was found for the Service Request Management module. The following bug reproduction steps are given for the Incident Management module. 

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the Dropdown control.
  7. Select the Option as Common Master or other type except for the Manual.
  8. Click or drag and drop the Dropdown control and name is as State. Select the Parent as Country and Option as Manual.
  9. Select the Country and add the State for it and select a State as Default for the Country.
  10. Click or drag and drop the Dropdown control and name it as City. Select a State under the Parent field and Option as Manual.
  11. Select the State and add the Cities for it and select a City as Default for the State.
  12. Click NEXT.
  13. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  14. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  15. Select Incident > User > New Incident or Incident > User > Manage Incidents > New Incident for User.
  16. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  17. On the New Incident or New Incident For User page, select the Tenant for which the Custom attribute is configured on the FORM BUILDER page.
  18. Configured Child values are displaying even though the Parent field value is not selected.

The configured default value of the multi-valued drop-down field on the FORM BUILDER page is not displaying as a default value under the multi-valued drop-down field on the Incident details page while logging an Incident. (#73235)

Note:

The same issue was found for the Service Request Management module. The following bug reproduction steps are given for the Incident Management module. 

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Form Builder.
  3. Select the Tenant and Module as Incident Management.
  4. Select the ADDITIONAL INFORMATION AREA or GENERAL AREA and click ADD NEW on the ACTIONS panel.
  5. Click NEXT.
  6. Under the FORM BUILDER tab, click or drag and drop the MV Dropdown control.
  7. Select the Options value as Manual and set one option as default value.
  8. Click NEXT.
  9. Under the PREVIEW tab, ensure all the custom fields, and click SAVE.
  10. Configure the Location field on the LOG INCIDENT PAGE. For more information, see Configuring Log Incident Page.
  11. Select Incident > User > New Incident (or) User > Manage Incidents > New Incident for User.
  12. On the New Incident or New Incident For User page, select the Tenant for which the Custom attribute is configured on the FORM BUILDER page.
  13. The configured default value of the multi-valued drop-down field is not displaying.

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:

  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.

(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:

  • 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).