Customer Fixed Issues and Known Issues Alps SP1 HF11

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

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<< Alps << Alps HF01 << Alps SP1 << Alps SP1 HF01 << Alps SP1 HF02 << Alps SP1 HF03 << Alps SP1 HF04 << Alps SP1 HF05 << Alps SP1 HF06 << Alps SP1 HF07 << Alps SP1 HF08 << Alps SP1 HF09 << Alps SP1 HF10

 

Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Alps SP1 HF11. The bug fixes for the following bugs found in the 5.7 SP5 HF13 version are also merged with this release. Please refer to the respective Release Notes for details.

#

Issue

Resolution

69798

The SUBMIT button was grayed out for the Analysts who had apostrophe (‘) in their User Name and E-mail ID fields on the following pages:

INCIDENT ID page

  • NEW INCIDENT FOR USER page
  • SERVICE REQUEST DETAIL page

Prerequisites:

On the NEW USER page, create a User with apostrophe (') in User Name and E-mail ID fields.

Example:

User  Name: jenifer.d'souza
E-mail ID: jenifer.d'souza@xyz.com

Provide Analyst access to the User.

Bug Reproduction Steps:

  1. Log into the Application as an Analyst.
  2. Select Incident > User > Manage Incidents > Incident List.
  3. On the INCIDENT LIST page, specify the Filter criteria and click SUBMIT.
  4. On the INCIDENT LIST page, click an Incident ID.
  5. On the INCIDENT ID page, the SUBMIT button is disabled (grayed out).

Now, the Analysts with apostrophe in the User Name and E-mail ID fields can use the SUBMIT button while logging Incidents and updating Incidents or SRs.

69688

On the KNOWLEDGE RECORD LIST page (Knowledge > User > Knowledge Record List > Select Tabular View), the Answer column was distorted when the Tabular View was selected. This issue was occurring when the Knowledge Record Answer field contained data in tabular format.

Now, the Answer column of a Knowledge Record is displaying properly even if the field contains data in tabular format.

70301

The updated Description data of the Incidents were not getting captured in the Strip Information column of the IM_Ticket_Information table and IM_RPT_DN_TicketMaster table.

Due to this, the BI reports created using the IM_RPT_DN_TicketMaster table was displaying older Description data. 

Now, the updated Description data of an Incident is getting captured in the Strip Information column of the IM_Ticket_Information table and IM_RPT_DN_TicketMaster table. Hence, the BI Reports generated using these tables are displaying the correct Description data for the Incidents.

69912


On the New Service Request for User page (Request > User > Manage Service Requests > New Service Request for User), in the Requested For user search control, the Tenant-based user search was not working. The Analysts could search only the users of the configured Customer. 

Prerequisites:

  1. Log into the Application.
  2. Select Admin > Basic> Infrastructure> Tenant. The FILTERS pop-up page is displayed.
  3. On the FILTERS pop-up page, select the required Domain from the drop-down list and click SUBMIT. The TENANT LIST page is displayed.
  4. Select the required Tenant from the LIST. The TENANT DETAILS page displayed.
  5. Click CONFIGURE DETAILS on the ACTIONS panel.
  6. Select MODULE as SERVICE REQUEST.
  7. Under the For End Users section, select the All Customers check box and click SUBMIT.

Bug Reproduction Steps:

  1. Log into the Application as an Analyst.
  2. Select Request > User > Manage Service Requests >New Service Request for User
  3. On the New Service Request For User page, select the required Tenant.
  4. Select the required Customer.
  5. The Requested For user search control allowed the Analyst to search all the users of the Customer configured for the Analyst.

Now, in the Requested For user search control, the Analyst can search the users having access to the selected Tenant irrespective of the Customers configured for the Analyst.

 68018 

While moving Assets from one Store to another, no e-mail notifications were sent to the Approver. This issue was occurring when the Enable E-mail Alerts for End Users check box was disabled for that Tenant on the TENANT configuration page.

Prerequisites:

  1. Unselect the Enable E-mail Alerts for End Users check box for the Tenant on the Asset Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the Tenant for which you want to perform Asset Movement action > Click CONFIGURE DETAILS on the ACTIONS panel > Uncheck the Enable E-mail Alerts for End Users check box).   
  2. Configure the Asset Movement types on the MOVEMENT CONFIGURATION page. (Asset > Configuration > Others > Movement Configuration > Click ADD NEW on the ACTIONS panel > Select the Tenant > Select Type as ALL and fill in the required details > Click SUBMIT).
  3. Configure the Location-wise Approvers to approve the Asset Movement for a selected Location on the LOCATION WISE APPROVER pop-up page (Asset > Configuration > Others > Movement Configuration > Click on ADD NEW > Fill in the required details > Click LOCATION-WISE APPROVER on the ACTIONS panel > Fill in the required details > Click SUBMIT).
  4. Configure the Category-wise Approvals on the APPROVAL CONFIGURATION pop-up page (Asset > Configuration > Others > Movement Configuration > Click on ADD NEW on the ACTIONS panel > Fill in the required details > Click APPROVAL CONFIGURATION on the ACTIONS panel > Enable approval type for the required Category > Click SUBMIT).

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Asset > User > Manage Asset > Asset Inventory.
  3. On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED.
  4. On the selected FIXED ASSET page, click Filters on the ACTIONS panel
  5. On the FILTERS pop-up page, select the Status as In-Store, select a Category in the Category field, and select a Store in the Location field and click SUBMIT.
  6. On the FIXED ASSET page, the records of selected Category are displayed. Click the check box of required Category and click STORE MOVEMENT on the ACTIONS panel.
  7. On the STORE MOVEMENT page, select the Destination Store under the DETAILS section and click Move. And the Asset is sent for Approval.
  8. No e-mail notifications are sent to the Approver for Asset Movement.

Now, on moving the Asset from one Store to another Store for a Tenant, an e-mail notification is sent to the Approver.

67947



When an external user marked in Cc while logging Incident using Mail to Ticket functionality replied to the e-mail, the reply e-mail was not getting attached to the Incident.

Prerequisites:

The Mailbox, Notification Parser, and Email Parsing job should be configured.

Note:

On the NOTIFICATION PARSER page, under the UPDATE tab, Allow End User to Update Incident check box should be enabled while configuring the Notification Parser.

Bug Reproduction Steps:

  1. Send an e-mail to the configured Mailbox by adding an external user in Cc.
  2. Run the job and an Incident is created.
  3. Log into the Application as an Analyst.
  4. Select Incident > User > Manage Incidents > Incident List.
  5. On the INCIDENT LIST page, click the Incident ID created in steps 1-2.
  6. Log out from Application.
  7. The external user s clicks Reply ALL and replies to the e-mail.
  8. The reply e-mail is parsed.
  9. Log into the Application as an Analyst.
  10. Select Incident > User > Manage Incidents > Incident List
  11. On the INCIDENT LIST page, select the same Incident ID.
  12. The e-mail content is updated in the User Communication section under the COMMUNICATION tab. However, the reply e-mail from the external user is not attached to the Incident as an attachment.

Now, the reply e-mails from the external users are getting attached to the Incidents as attachments.


70764

Few Services were not populated and monitored using the existing Linux command. Due to which these Services were not getting displayed for the Non-Wintel Servers under the SERVICES tab on the SERVER DETAILS pop-up page.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Click Operations > User > Views > Server View.
  3. On the FILTERS pop-up page, select the Tenant and fill in the required details and click SUBMIT.
  4. Select the Non-Wintel Server and click SERVICES on the SERVER DETAILS pop-up page.
  5. Click the Add Services For Monitoring hyperlink.
  6. All the Services are not getting displayed for the Non-Wintel Servers.

 

Now, a new command is added to populate and monitor the Services of the Linux version. The new command is added using the database scripts that are available with the new release build. Based on the Linux version, the data in the Operating System column of the table is updated. Currently, database scripts are applicable for the Linux version 7.1.

New Command:

systemctl --no-legend | awk '{if(NR>1) print $1 "," $4 "," $5 " " $6 " "  $7 " "  $8 " " $9 " " $10 " " $11 " " $12 " " $13 " " $14 " " $15}'

Note:

To enable and get the command from the database table, add the following key in the Proxy Server Config File:
<add key="IsServiceCmdFromTable" value="True" />

70886

The Network Interfaces were not getting discovered for few Firewall devices.

Bug Reproduction Steps:

  1. Log into the Application.
  2. Select Admin > Advanced > Discovery & Monitoring > Discovery.
  3. On the FILTERS pop-up page, select the Tenant and specify the required filter criteria.
  4. Click SUBMIT to view the Discovery details.
  5. On the DISCOVERY LIST page, click the View Jobs icon of the Network Devices to view the job details.
  6. On the JOB DETAILS pop-up page, click the View Scan Details icon.
  7. Under the Network section, select the required Host Name of the Firewall.
  8. The Network Interfaces are not getting discovered for all the Firewall devices.

Now, the Network Interfaces are getting discovered for all the Firewall devices.


Duplicate Incidents/Service Requests/Change Records were getting created due to multiple clicks on the SUBMIT button using the mouse or the Enter Key in the keyboard while logging a new Incident/Service Request/Change Record.

Incident Management:

  • New Incident page (Incident > User > New Incident)
  • NEW INCIDENT FOR USER page (Incident > User > Manage Incidents > New Incident for User)

Service Request:

  • New Service Request page (Request > User > New Service Request)
  • New Service Request for User page (Request > User > Manage Service Requests > New Service Request for User)

Change Management:

  • NEW CHANGE RECORD page (Change > User > New Change Record)
  • NEW CHANGE REQUEST page (Change > User > My CRs > New Change Request)

Now, only one record is getting logged when the user clicks the SUBMIT button on the new Incident/Service Request/Change Record page.

70097 

The special character, ampersand (&), was displaying as ‘&amp’ in the Device/Host Name field of the CIs on the RELATIONSHIP pop-up page of the Incident. This issue was occurring for those CIs, which were configured through the IMPORT CONFIGURATION ITEMS option using Microsoft Excel and having a special character ampersand (&) in the Device/Host Name field.

Bug Reproduction Steps:

  1. Log into the Application as an Analyst.
  2. Import CIs using the IMPORT CONFIGURATION ITEMS option. Make sure that the MS Excel sheet is having a special character ampersand (&) in the Device/Host Name field of the CI. For more information, see Importing Configuration Items.
  3. Select CMDB > User > Configuration Item List.
  4. On the CONFIGURATION ITEM LIST page, click Filters and specify the details of the same CI that are created through step 2.
  5. On the CONFIGURATION ITEM LIST page, click the CI ID hyperlink.
  6. On the CI details page, check the Device/Host Name field, the special character ampersand (&) is displaying as it is.
  7. Select Incident > User > Manage Incidents > Incident List.
  8. On the INCIDENT LIST page, open an Incident ID and click the RELATIONSHIP tab.
  9. On the RELATIONSHIP tab, click Link drop-down and select option Configuration Item.
  10. On the RELATIONSHIP pop-up page, specify the details of the same CI. Click SEARCH.
  11. Check details of the Device/Host Name field for the CIs, the special character ampersand (&) is displaying as ‘&amp;’.

Now, the special character, ampersand (&), is displaying correctly in the Device/Host Name field of the CIs on the RELATIONSHIP pop-up page of the Incident.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Alps SP1 HF11.

Issue

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.

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).