Customer Fixed Issues and Known Issues Sierra SP1 HF12

79268

An error message, “Oops! An error occurred.”, was displayed when you try to download the Asset Category Template on the IMPORT ASSET page. This issue was occurring when a special character such as /” or “&” or “+” or “<” or “>” or “[“, or “]” was used while creating Asset Category on the Form Builder page.

The Form Builder page can be accessed using Admin > Basic > Infrastructure > Form Builder > On the FORM BUILDER page, select Asset Management from the Module list. Click ADD NEW on the ACTIONS panel.

Now, the Application restricts creation of an Asset Category with specials characters except “.” or “-“or “_” or space or alphanumeric.

80745

On the CHANGE RECORD details page, post first level approval or Authorization, the value selected for the System Impact field was getting cleared and the field was shown blank.

Now, post first level approval or Authorization, the value selected for the System Impact field is not getting cleared.

80114

In the following scenarios, incidents were not auto-resolved, and incident reminder e-mail notifications were not sent to the caller of the incident:

•  If the caller of the incident and incident ticket, both belong to the same workgroup.
• If the incident is assigned to a different Analyst within the same workgroup.
• If the incident is updated from In-progress to Pending status by the caller of the Incident itself. 

On the Incident TENANT configuration page, the incident pending reason is configured as Enable Pending Status Change on End User Update.

Now, the following note information is added on the TENANT page to inform the Administration about the additional configuration:

Note: To trigger reminder mail to the Caller, configure an alert for the selected Tenant on the ALERT page (Admin > Advanced > Notifications > Alert).

When configured, if incidents are auto-resolved, the incident reminder e-mail notifications are sent to the caller of the incident irrespective of the aforementioned scenarios.

79085 

81054

After applying the filters on the KR STATUS REPORT, an error message “Oops! An error occurred” was displayed.

Now, the KR STATUS REPORT is displayed without any error message.

79330

The Group Label displayed that it allows a maximum length of 200 characters while creating a Service Catalog in the FORM BUILDER page. When more than 50 characters were mentioned, it was getting shortened around 50 characters after publishing of the Service Catalog.

Now, the Group Label allows a maximum length of 200 and the number of characters if entered up to 200 are not getting shortened after publishing of the Service Catalog.

80730

On the New Service Request page, the catalog description was not displayed. This issue was occurring if the selected Catalog does not contain Catalog Item Image.

The New Service Request page can be accessed using (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)

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

75543

80077

When an Approver forwards the SR to another Approver for an approval, the Approve option was displayed to the forwarded Approver in the SR approval e-mail even though the mandatory Approver Group fields are yet to be entered. 

Now, in the SR approval e-mail, the Approve option is disabled if the mandatory fields to be entered before approving the SR.

81052

The drill-down INCIDENT LIST page of the MEDIUM WISE INCIDENTS report was displayed blank even though the counts were shown on the report table.

This issue was observed when the same date was selected as From and To Date on the FILTERS pop-up.

Now, the drill-down INCIDENT LIST page of the MEDIUM WISE INCIDENTS report shows correct data even though the same date is selected in the  From and To Date fields.

81343

After creating a Task from the approved Change Record, the Task Assigned e-mail notification was not sent to any workgroup members whereas, upon reassigning the workgroup, the e-mail notification was sent to all the members of the reassigned workgroup.

Now, upon creating a Task from the approved Change Record, the Task Assigned e-mail notification is sent to all the workgroup members.

81235

On the WORKGROUP page, upon clearing the Active checkbox, validation message pop-up was not displayed, and the Administrator was not navigated to the new window.

This issue was occurring only when the Workgroup was having Problem Records in Open Status.

Now, upon clearing the Active checkbox for Workgroup, which is having Problem Record in the Open Status, a validation message pop-up “There is (are) open Problem Record(s) for this workgroup. Change the Workgroup for these Problem Record(s) or close the Problem Records before deactivating the Workgroup” is displayed.

79870

Content written in the Description field of the Incident was displayed without spacing. Due to which the description sentence was jumbled, and it was becoming difficult to read.

This issue was occurring only when the Incident was created using e-mail to ticket functionality server type is O365 API.

Now, the content written in the Description field is displayed with proper spacing.

79700

The Resolution and Response Auto-escalation e-mails were sent based on the Default Priority even though By Catalog Priority for the selected catalog was configured on the ADDITIONAL INFO tab of the Service Catalog FORM BUILDER page.

Now, the By Catalog Priority configuration is preceded over the Default Priority configuration to send the Resolution and Response Auto-escalation e-mails.

78989

The Service Request workflow notifications are not triggered.

This issue occurs if the workflow conditions are configured based on the approval attribute values.

Now, the Service Request workflow notifications are triggering even if the workflow conditions are configured based on the approval attribute values.

79253

Performance issue was observed while loading the Work Order details page. The page was taking more than 28+ seconds to load and display the complete details.

Now, the Work Order details page load performance issue is fixed and takes less time to load the details.

79645

Unable to remove an Interface from the MONITOR INTERFACE page. This issue was happening when a User converted an Interface to a Link and deactivated the Link from the MASTER SETTINGS page. Due to which the deactivated Interface check box was greyed out and the User was unable to remove the Interface.

Now, the Interface check box on the MONITOR INTERFACE page is not greyed out and the User can deactivate the Interface.

79501

Incorrect CPU Utilization percentage was displayed on the SERVER UTILIZATION REPORT page.

Now, we are ignoring those records if the CPU utilization more than 100 percent on the SERVER UTILIZATION REPORT page.

76898

The scheduled Izenda Report was not triggered when the TLS 1.2 was enabled. 

Now the scheduled Izenda Report is triggering since the Izenda version 6.11.0.0 is supported for TLS 1.2, TLS 1.1, and TLS 1.0.

78414

There is an overlapping issue on the following pages:

• On the New Incident page and New Service Request page, the Tenant name was found to be overlapping with the Details section.
• On the Analyst Dashboard page, the Response SLA summary and Resolution SLA summary graphs of both SR and IM modules are overlapped.

Now, the overlap issue is fixed on all the applicable pages listed in the Issue description.