Customer Fixed Issues and Known Issues Sierra SP1 HF01

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Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in the release, Sierra SP1 HF01.

#

Issue

Resolution

56926

The Data and Graphs were spanning across multiple pages while generating a PDF of the BI Dashboard. This Issue was occurring because of incorrect formatting.

Bug Reproduction Steps:

Log into the Application.
Select Report > Incident Management > New Report icon.
On the REPORTS pop-up page, specify the details under desired tab. Click PREVIEW.
On the PREVIEW tab click Save.
Select Report > Incident Management > New Dashboard icon.
Click the icon on the blank dashboard page and select the Category from the Category drop-down list.
Select the reports and its format to add to the dashboard.
To save the dashboard, click the Save dashboard or Save dashboard as icon on the menu options. Type in the Dashboard name as BI Izenda Dashboard in the Name field and select the dashboard category from the Category drop-down list.
Select Report > Incident Management and select BI Izenda Dashboard under REPORTS drop-down.
On the BI Izenda Dashboard, click on print icon and select Print dashboard PDF. Verify the BI Izenda Dashboard PDF details. The Data and Graphs span into multiple pages.

To resolve BI Dashboard report formatting issue, include the following key in the Web.config file:
<add key="Izenda:PdfPrintMode" value="evopdf" />

64179

The users list was not populating while searching for users on the ALLOCATE FIXED ASSETS page or BULK ALLOCATE FIXED ASSETS page. This issue was occurring after the SummitAI application was upgraded to the Sierra version.

Bug Reproduction Steps:

Log into the Application.
Select Asset > User > Manage Asset > Asset Inventory.
On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED.
On the FILTERS pop-up page, select the value of Status as In Store and select the other required filter criteria. Click SUBMIT.
On the FIXED ASSET page, select the check box corresponding to the Asset and click ALLOCATE on the ACTIONS panel.
On the ALLOCATE FIXED ASSETS page, type in the user name. No result is displayed for the user.
Do the steps 2 to 4 for the Bulk Allocation of the Assets.
On the FIXED ASSET page, select the check box corresponding to the Assets and click BULK ALLOCATE on the ACTIONS panel.
On the BULK ALLOCATE FIXED ASSETS page, type in the user name. No result is displayed for the user.

Now, the users list is populating while searching for users on the ALLOCATE FIXED ASSETS page or the BULK ALLOCATE FIXED ASSETS page.

Few of the Analysts were getting access to the Modules that were not part of their configured License Edition.

Example:

Module Access
Business Edition	Enterprise Edition
Call Management	Call Management
Incident Management	Change Management
IT Clinic	Incident Management
Knowledge Management	IT Clinic
Reporting	Problem Management
Service Catalog	CMDB Standard
SLA Professional	Knowledge Management
Service Request	Service Portfolio Management
	Release Management
	Service Catalog
	SLA Professional
	AD Password Management
	Service Request

The Analysts with Business Edition License were also able to access the Change Management or Problem Management or other modules, which are not part of Business Edition License.

Prerequisites:

Ensure that that the Business and the Enterprise Licenses are applied in the Application.

Bug Reproduction Steps:

Log into the Application as an Administrator.
Select Admin > Basic > Infrastructure > Analyst.
On the ANALYST page, select a Tenant and By Analyst under the Configure drop-down list.
Select Business in the Edition drop-down field and specify the Attributes. Type in and select an Analyst in the Select the Analyst field.
Configure complete access Role Template to the Analyst. For more information see, Configuring Role Templates.
Log into Application as the Analyst with Business Edition License access.
Check for the module access. The Analyst can access modules, such as Problem and Change, which are not part of configured Business Edition.

Now, the Analysts can access only those Modules, which are included in the License type.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF01.

Issue
The Incidents are not displaying on the INCIDENT LIST page when the Tenant drop-down field is changed from value, ALL, to a specific Tenant or the Workgroup drop-down field is changed from value, SELECT, to a specific Workgroup on the FILTERS pop-up page. This issue is occurring when Tile View is selected to display the Incidents. Bug Reproduction Steps: Log into the Application. Select Incident > User > Manage Incidents > Incident List. On the INCIDENT LIST page, click the Tile View icon. Click Filters on the ACTIONS panel and select a Tenant or a Workgroup on the FILTERS pop-up page. Before submitting the filters criteria, check the INCIDENT LIST page, no Incidents are displayed on the INCIDENT LIST page. (#67679)
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: Select Asset > User > Manage Asset > Import > Import Asset. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected. Click Next. Click the Preview tab and select the store where you want to import the Assets from the Store list. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel. 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. Add two Assets with same Serial Number. The Application allows to import or add two Asset with same Serial Number. 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. 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).

Tahoe

Customer Fixed Issues and Known Issues Sierra SP1 HF01