Customer Fixed Issues and Known Issues Sierra SP1 HF06

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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

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 HF06. 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

70355 

The default value configured in the drop-down list on the FORM BUILDER page was not reflecting for the Incident Management and Service Request Management modules.

Note: The following bug reproduction steps are for the Incident Management module. The bug reproduction steps for the Service Request Management module is similar.  

Prerequisites

  1. Log into the Application as an Administrator.
  2. Configure a drop-down field and drop-down values on the FORM BUILDER page for the Incident Management module. Click the Default check box for a value to mark it as the default value for the drop-down list. For more information, see Configuring Custom Fields for Incident Management. 

Bug Reproduction Steps

  1. Log into the Application.
  2. Select Incident > User > Manage Incidents > New Incident/New Incident for User.
  3. On the New Incident /New Incident For User page, select the same Tenant for which the drop-down field is configured on the FORM BUILDER page.
  4. The default value for the drop-down list is not auto-populating.

Now, the default values configured for the drop-down lists are auto-selected for the Incident Management and Service Request Management modules. 

The default value configurations are fixed for the following:

  • Parent and Child drop-down
  • Parent and Child drop-down in the Multi Value Group
  • Parent as other data source (Common Master) and Child as Manual options

 

70912

When an Administrator was trying to open the STANDARD OPERATING PROCEDURE (SOP) page from the Incident Management module, it was redirecting to the License Acceptance page. This issue was occurring when the Business License type was uploaded on the License Acceptance page. 

Bug Reproduction Steps

  1. On the License Acceptance page, upload the Business License type.
  2. Log into the Application as Administrator.
  3. Select Incident > Configuration > Others > Standard Operating Procedure (SOP).
  4. It is redirecting to the License Acceptance page instead of the STANDARD OPERATING PROCEDURE (SOP) page.

Now, the Administrator can to navigate to the STANDARD OPERATING PROCEDURE (SOP) page from the Incident Management module.

71247 

On the PROBLEM RECORD DETAILS page, the Assigned To field was becoming a non-mandatory field when the Status was changed from Root Cause Analysis Submitted to any other Status (RCA Approved, Reviewed, In-Progress, Testing, Resolved, Closed). Also, the users were able to select a blank value in the Assigned To drop-down field. 

Bug Reproduction Steps

  1. Log into the Application.
  2. Select Problem > User > Problem Record List.
  3. On the PROBLEM RECORD LIST page, click a Problem ID with Status as Root Cause Analysis Submitted.
  4. Change the Status to any one of the following: RCA Approved, Reviewed, In-Progress, Testing, Resolved or Closed.
  5. The Assigned To field becomes non-mandatory. You can also select a blank value in the Assigned To drop-down list.

Now, the Assigned To field on the PROBLEM RECORD DETAILS page is mandatory for all the Statuses, and users need to assign an Analyst to the Problem Record. 

70656 

The user’s session was timing out after a long time on the Incident details page. This issue was occurring when the Conference Call option was enabled at the Tenant level, and the WebEx Conference Call was configured from the Admin module. 

Bug Reproduction Steps

  1. Log into the Application as an Administrator.
  2. Enable Conference Call option for a particular Tenant. For more information, see Configuring Incident Management Module.
  3. Configure WebEx Conference Call for a particular Tenant. For more information, see Configuring Conference Call.
  4. Select Incident > User > Manage Incidents > Incident Lists.
  5. On the INCIDENT LIST page, click Filters and select the same Tenant for which WebEx Conference Call is configured through step 3.
  6. On the INCIDENT LIST page, open a Major Incident ID. Keep the system idle and observe the time taken for the Session Time Out.
  7. The user session is timing out after a long time
  8. Disable Conference Call for the Tenant. For more information, see Configuring Incident Management Module.
  9. Repeat steps 4-6. Now, the user session is timing out as expected.

Now, if a user is idle for a long time, the user’s session is getting timed out at an appropriate time interval.

71830

Additional keywords, which were not related to a Service Catalog, were also found on the KEYWORDS pop-up page of the Service Catalog Request Mail and the Service Catalog Request Mail templates. 

Bug Reproduction Steps

  1. Log into the Application as an Administrator.
  2. Select Admin > Advanced > Notifications > Notification Template.
  3. On the NOTIFICATION TEMPLATE page, change the Module as Service Request. Select a Tenant and open the Service Catalog Request Mail template.
  4. On the Service Catalog Request Mail template configuration page, click Keywords hyperlink.
  5. On the KEYWORDS pop-up page, verify the available keywords. A few additional keywords which are not related to Service Catalog are also found.
  6. Repeat steps 2-4 for the Service Catalog Reject Mail template. A few additional keywords, which are not related to the Service Catalog, are also found on the KEYWORDS pop-up page.

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

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

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

71066 

On the Incident Detail page, when the user changed the Workgroup, the Category field value was not getting cleared. This issue was occurring when a Workgroup value was changed in the Workgroup-Category mapping.

Pre-condition:

  1. Select Incident > Configuration > Category > Select a preferred Category > Right-click and select Configure option.
  2. Select a preferred Workgroup and submit the configurations. 

Note: For information on Workgroup and Category mapping see, Configuring Category.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Incident > User > Manage Incidents > Incident List.
  3. Select the Incident from the List.
  4. Change the Workgroup.
  5. The Category field value is displaying the older value.

Now, on the Incident Detail page, the Category field value is cleared when the Workgroup is changed, and there is a change in Workgroup-Category mapping.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF06.

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).