Customer Fixed Issues and Known Issues Alps SP1 HF15

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Alps SP1 HF15. 

#

Issue

Resolution

75854


On the SERVICE REQUEST LIST page, for the following statuses, the Assign to Me icon was displayed in the SR ID column. Due to this issue, the Service Request under the Approval process was allowed to assign to a specific Analyst.

  • Pending for Approval (Refer Back)
  • Pending for Approval (Forwarded)
  • Pending for Approval (On Hold)
  • Rejected

Now, in the SR ID column of the SERVICE REQUEST LIST page, for the mentioned statuses, the Assign to Me icon is not displaying.

71998 

The reminder e-mail notification of the Service Request Approval was not sent from the configured e-mail id. This issue occurred as the application was not fetching the e-mail id configured in the ‘From Email’ at the workgroup level.

Now, the reminder e-mail notification for the Service Request Approval is sent from the configured e-mail address only.

74822 

On the INACTIVE ASSET REPORT list page, the horizontal scroll bar was not displaying even though the number of columns were more. Due to this, the Analyst was not able to side scroll the screen to view the complete tabular data. Also, the Analyst was unable to access the ACTION panel.

Now, the Analyst can side scroll the screen to view the complete tabular data even if the number of the columns are more and a horizontal scroll bar is displayed. Also, the Analyst can able to access the ACTION panel.

72666


On the ALLOCATION DETAILS pop-up page, an error message “Allocation Date cannot be greater than today's date” was displayed and the Analyst was unable to allocate the Asset. This issue was observed when the machine time zone of the Analyst was less than the time zone of the Server.

Example: If the Analyst’s machine was in GMT-5:00 time zone and the allocated Server was in GMT+5:30 zone, then the error message was displayed.

Now, the Assets are allocated without any error message even though the machine time zone of the Analyst is less than the time zone of the Server.

72489 

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

This issue also occurred for all the Non-fixed asset categories.

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

This issue is fixed for all the Non-fixed Asset categories

75667 

The word Application was misspelled as Applicaition in the subject line and body of the Blocked Software Alert E-mail Notification template. Due to this all the recipients were receiving the e-mail with the wrong subject line.

Now, the word Applicaition is corrected as Application in the subject line and body of the Blocked Software Alert E-mail Notification template.

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 

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.

75740 

Events under the EVENT LIST tab of the SERVER DETAILS page were not closing automatically when a Server status was UP. This issue was occurring when the Server status was Down under scheduled maintenance and came Up after or during the scheduled maintenance. 

Now, Events are automatically closed when the status of a Server is UP after or during the scheduled maintenance.

75923 

Unable to discover few Servers or Network Devices.

Now, the following solution is provided to discover the Servers or Network Devices:

  • Based on the Device description and type, the Servers or Network Devices are getting discovered. Use the MIBs to get the description or device type.

77562

The Child Work Order that was configured with the Conditional Creation was not getting created under the RELATIONSHIP tab of a logged SR. This issue was occurring only when the Parent Work Order of a Catalog was resolved on execution of the Orchestration Scripts.

Bug Reproduction Steps:

  • Create a Catalog.
  • Configure the Work Order – Catalog Mapping with the created Catalog. For example, WO1 without Conditional Creation and WO2 with the Conditional Creation and W01 as Parent Work Order.
  • Configure Orchestration for the WO1.
  • Log an SR that met as per the configured Conditional Creation.
  • After the WO1 was resolved, the WO2 was not getting created.

Now, the Child Work Order is created after the resolved Parent Work Order by the Orchestration and displayed under the RELATIONSHIP tab of a logged SR.

77285

The following issues were occurring while logging an SR through the API key login method:

  • The ENTITLED SERVICE icon was appearing on the DETAILS section pane of the SERVICE CATALOG DETAIL page.
  • The E-mail notification was not getting triggered to the Caller and triggered only to the Logged By user.

Now, the ENTITLED SERVICE icon is not appearing on the DETAILS section pane and the E-mail notification is triggering to the Caller.

76691

The auto-escalation e-mail for Service Request Response SLA violation was getting triggered to the user of a different Tenant instead of the user configured for the same tenant.

Now, auto-escalation e-mail for Service Request Response SLA violation e-mail is triggering to the user of the same Tenant.

75507 

The Dynamic java scripting was not working on the APPROVE SERVICE REQUEST LIST page and the APPROVE SERVICE REQUEST page. 

Now, the dynamic java scripting is working on both the APPROVE SERVICE REQUEST LIST page and the APPROVE SERVICE REQUEST page.

76103

The following GET method was invoking after the session timeout and displaying an invalid access.

Sample error:

System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation.

SummitNet.WS.Common.GeneralConfigService..ctor

GET-/ws/common/generalconfigservice.asmx/refereshsessiontimeoutcookies  

System.Exception: Invalid access! ---> System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation.

at SummitNet.WS.Common.GeneralConfigService..ctor

Now, it is not invoking the refereshsessiontimeoutcookies method after the session timeout.

The following error was displaying while the session was not initialized. This error message was captured and suppressed in the code.

Sample error:

System.NullReferenceException: Object reference not set to an instance of an object.

SummitWeb.BasePage.get_LicenseEdition

GET-/summit_ssologin.aspx  

Object reference not set to an instance of an object.

System.NullReferenceException: Object reference not set to an instance of an object. 

Now, it is fixed by handling the Null condition.

The following  error was occurring due to the Time Zone check.

Sample error:

System.TimeZoneNotFoundException: The time zone ID '(UTC - 05:00) EST - Eastern Standard Time' was not found on the local computer.

System.TimeZoneInfo.FindSystemTimeZoneById

POST-/summit_samlresponse.aspx  

The time zone ID '(UTC - 04:00) EDT - Eastern Daylight Time' was not found on the local computer.

Now, the code is removed since it is not in use.

The following error was occurring due to an old HTML tag for DScript that contained only DIV tag.

Sample error:

Unexpected character encountered while parsing value: <. Path '', line 0, position 0. 

Newtonsoft.Json.JsonReaderException: Unexpected character encountered while parsing value: <. Path '', line 0, position 0. 

  at Newtonsoft.Json.JsonTextReader.ParseValue 

Now, the HTML tag is handled to support the JSON conversion.

The following error was displaying while the session was not initialized. This error message was captured and suppressed in the code.

Sample error:

System.NullReferenceException: Object reference not set to an instance of an object. 

at LayoutMaster.master_Page_PreLoad 

at System.Web.UI.Page.OnPreLoad 

Now, it is fixed by handling the Null condition.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Alps SP1 HF15.

Issue

The following two known issues are observed:

  • Duplicate Incidents are getting created while monitoring various parameters except for the CPU and Memory utilization. This issue occurs when an Analyst tried to resolve the Incident manually.
  • After configuring the Number of Polling on the ACTION TEMPLATE page, the Incidents are logged, and assigning incorrect Incident for the Events.

For Example:
Consider the utilization threshold values for Low, Medium, and High as 60%, 70%, 80% and Number of Polling for Incident Logging as 2. After the first polling there is a breach in Low threshold value and event gets created. On second polling there is High level breach and a critical event gets created.

The issue is, after the second polling an Incident is logged for the Low threshold breach and assigning the Incident to the Critical Event of the High threshold breach.

(#74254)

Consider a scenario where an Asset is first allocated to Multiple Users without Maker-Checker configuration and deallocated with Maker-Checker configuration. Again, the same Asset is allocated to Single User without Maker-Checker configuration. The Asset is displayed in the In-Store list instead of getting displayed in the Allocated Asset list. (#70998)

Bug Reproduction Steps:

  1. Log into the Application.
  2. Make sure that the Maker Checker configuration is disabled on the TENANT
  3. Add an Asset. For more information on adding an Asset, see Adding Fixed Assets.
  4. Select Asset > User > Manage Assets > Asset Inventory.
  5. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In-Store count.
  6. On the FIXED ASSET list page, select the check box corresponding to the Asset and click ALLOCATE on the ACTIONS
  7. On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Multiple User in the Allocate To field and specify other fields. Click SUBMIT.
    Example:
    Allocate the Asset to multiple Users, such as sam.123@symphonysummit.com, and john.1@symphonysummit.com.
  8. On the TENANT page, enable the Maker Checker configuration.
  9. Select Asset > User > Manage Assets > Asset Inventory.
  10. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, specify the filter criteria and search the same Asset that is Allocated in steps 4 to 7. Click SUBMIT.
  11. On the FIXED ASSET list page, select the check box corresponding to the Asset and click DEALLOCATE on the ACTIONS panel.
  12. On the DEALLOCATE FIXED ASSET page, specify the required fields and click In-Store count.
  13. Make sure that the Asset Deallocation request is sent for approval on the Maker-Checker Approval page.
  14. Log into the Application as Checker Approver.
  15. Approve the Asset on the MAKER-CHECKER ASSET APPROVAL For more information on approving Maker-Checker Asset, see Approving Asset Using Maker-checker.
  16. Log out and log into the Application as an Administrator.
  17. On the TENANT page, disable the Maker-Checker configuration.
  18. Select Asset > User > Manage Assets > Asset Inventory.
  19. Click FIXED on the ASSET INVENTORY On the FIXED ASSET page, click In Store count.
  20. On the FIXED ASSET list page, select the check box corresponding to the same Asset that was allocated to Multiple Users and click ALLOCATE on the ACTIONS panel.
  21. On the ALLOCATE FIXED ASSETS page, under the ALLOCATION DETAILS section, select Single User in the Allocate To field and specify other fields. Click SUBMIT. 
  22. On the FIXED ASSET page, specify the filter criteria for Status as Allocated and click SUBMIT.
  23. On the FIXED ASSET page, the Asset is not displaying in the Allocated Assets list.
  24. On the FIXED ASSET page, specify the filter criteria for Status as In-Store and click SUBMIT.
  25. On the FIXED ASSET page, the Asset is displaying in the In-Store Asset list.

The Incident Description is getting cropped when an Analyst (with edit-rights) is editing the Incident Description using the Google Chrome browser. (#69984)

Bug Reproduction Steps:

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Tenant.
  3. On the TENANT page, specify the Filters criteria.
  4. On the TENANT LIST page, select a Tenant and click CONFIGURE DETAILS under ACTIONS panel.
  5. Select INCIDENT MANAGEMENT under MODULES and select Allow Analyst to Edit Description check box under the For Analyst section.
  6. Log into the Application as an End User.
  7. Select Incident > User > New Incident.

  8. On the New Incident page, in the Description fields enter text and an image copied from Web or other sources. Specify the other fields and click SUBMIT.

    Note:

    Make sure that the Description field includes both an image and text.

  9. Log into the Application as an Analyst using the Google Chrome browser.
  10. Select Incident > User > Manage Incidents > Incident List.
  11. On the INCIDENT LIST page, specify the Filter criteria and open the same Incident.
  12. Verify the Description field content. The Incident description is getting cropped.

The Username, E-mail ID, Emp Id, and values for few of the columns are not displayed in the columns under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page when the Checker refers back Assets of Deallocation Transaction type.(#67805)

Precondition:

  1. Make sure that the Asset is allocated to Single User with Maker-checker.
  2. Make sure that the Asset is sent for Deallocation and Checker refers back the Asset.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Reports > Asset >Maker-checker Dashboard.
  3. On the FILTERS pop-up page, select a Tenant, Location, and specify Referred Back in the Status. Click SUBMIT.
  4. On the MAKER-CHECKER DASHBOARD page, click Deallocated count hyperlink.
  5. Check the Username and E-mail ID for the Asset. The Username, Email ID, Emp id and values for few of the columns are not displaying under the DEALLOCATED ASSETS section on the ASSET DETAILS pop-up page

On the FIXED ASSET INVENTORY page, only added Assets with Maker Checker configuration are displayed when Referred Back is selected in the Checker Status drop-down list on the FILTERS pop-up page. (#65848).

Required configuration:

  1. Log into the Application
  2. Select Admin > Infrastructure > Tenant.
  3. On the TENANT LIST page, select a Tenant.
  4. On the TENANT page, click CONFIGURE DETAILS under ACTIONS panel.
  5. Select ASSET MANAGEMENT under MODULES.
  6. Select Enable Maker-Checker check box.

 Bug Reproduction Steps:

  1. Select Asset > Manage Assets > Asset Inventory.
  2. On the ASSET INVENTORY page, select FIXED under SELECT THE ASSET TYPE.
  3. On the FIXED ASSET page, select a Tenant.
  4. On the FILTERS pop-up page, select Referred Back in the Checker Status drop-down list. Only the added Assets with Maker Checker configuration are displayed.
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.

Overlapping of content is observed on the Pagination bar of all the pages having lot of records (typically in the range of 5 digits).

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.

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).