Customer Fixed Issues and Known Issues Sierra SP1 HF04

67630 

The Resolution Code and Closure Code that were selected while closing an Incident were not getting displayed on the INCIDENT details page. This issue was occurring when the selected Resolution and Closure codes were made inactive after closing the Incident.

 Bug Reproduction Steps:

1. Log into the Application.
2. Select Incident > Manage Incident > Incident List.
3. On the INCIDENT LIST page, open an Incident.
4. On the Incident ID page, change the Incident Status to Resolved and select a Resolution Code value. Click SUBMIT.
5. On the status bar, change the Incident Status to Closed and select the Resolution Code and Closure Code.
6. Select Incident > Configuration > Incident Masters > Resolution Code. 
7. On the RESOLUTION CODE page, select the Tenant of the Incident and open the same Resolution Code that is selected while Resolving or Closing the Incident.
8. On the RESOLUTION CODE DETAILS page, clear the Active check box. Click SUBMIT.
9. Select Incident > Configuration > Incident Masters > Closure Code. 
10. On the CLOSURE CODE page, select the Tenant of the Incident and open the same Closure Code that is selected while closing the Incident.
11. On the CLOSURE CODE DETAILS page, clear the Active check box. Click SUBMIT.
12. Select Incident > Manage Incidents > Incident List.
13. On the INCIDENT LIST page, click the Filters on the ACTIONS panel and specify the filter criteria about the same Incident that was Resolved and Closed. Click SUBMIT.
14. On the INCIDENT LIST page, open the Incident.
15. On the INCIDENT ID page, verify the Resolution Code and Closure Code fields.
16. No value is displaying in the Resolution Code and Closure Code fields.

Now, the selected Resolution Code and Closure Code values are displayed on the INCIDENT details page even if they are made inactive after closing the Incident.

68653 

The IP address of the auto-discovered CI Server Type was not displaying in the DN table. This issue was occurring when the IP address of the auto-discovered CI Server Type was getting captured in the CMDB_CI_Server_Details table, but not in the CMDB_CI_Master table. 

Now, the IP address of the auto-discovered CI Server Type is displaying in the DN table.

68001

This issue is now resolved where even if images are copy-pasted in the Description field of the Incidents, the Incident page layout remains fine.

69589

68509 

Now, the Telephone Number field on the New Service Request page is no more accepting  the percentage (%) symbol.

63180 

On the Work Order details page of a Service Request, the child drop-down field was not displaying the values that were configured on the Service Catalog Form Builder page. This issue was occurring for both manual and auto Service Request Work Order.

Example: Let’s say, a Catalog is configured with India as parent location and Karnataka, Maharashtra, and the Kerala are configured as child locations. The same child locations are configured for multiple parent locations. Now, if a Service Request is logged using this Catalog and a Work Order is created for this Service Request, the child location drop-down values are not displaying on the WORK ORDER Details page.

Bug Reproduction Steps:

1. Log into the Application.
2. Configure Custom drop-down controls for the Service Request module with parent-child relationship between the drop-down fields. For More information, see Creating Service Catalogs.
3. Make sure that the parent-child relationship is configured in such a way that one child attribute is configured for multiple parent attributes and attributes are made as mandatory for In Progress Status.
4. Approve and publish the Service Catalog that is created in step 2. For more information on Approving a Service Catalog, see Approving and Publishing Service Catalog.
5. Log a Service Request using the same Catalog , (steps 2-4). For more information, see Logging Service Requests.
6. Select Request > User > Manage Service Requests > Service Request List.
7. On the SERVICE REQUEST LIST page, click Filters on the ACTIONS panel and specify the details of the same SR that is logged through step 5. Click SUBMIT.
8. On the SERVICE REQUEST LIST page, open the Service Request ID.
9. On the Service Request Details page under the RELATIONSHIP tab, click Create icon and select Work Order.
10. On the WORK ORDER page under the ADDITIONAL INFORMATION tab, check the parent and child drop-down fields, the child drop-down field values are not displaying.

On the Work Order details page of a Service Request, the child drop-down field is displaying the values configured on the Form Builder page.

69402 

Duplicate Incidents were getting created due to multiple clicks on the SUBMIT button while logging a new Incident. This issue was occurring when the SUBMIT button was not getting disabled on the New Incident page after an Incident was created.

Bug Reproduction Steps:

1. Log into the Application.
2. Select Incident > User > New Incident.
3. On the New Incident page, select a Tenant and specify the required details under the Details section. Click on the SUBMIT button multiple times.
4. Select Incident > User > Manage Incidents > Incident List.
5. On the INCIDENT LIST page, click Filters on the ACTIONS panel and specify the details of the same incident that is logged in step 3. Click SUBMIT.
6. On the INCIDENT LIST page, multiple Incidents with the same details are logged.

Now, on the New Incident page, when the End User clicks the SUBMIT button, an Incident is logged, and the SUBMIT button is disabled.

68597

The Scripting changes was not getting saved and the changes were not displaying on the SummitAI application UI. This issue was occurring when configuring a Service Catalog with more than 80 characters in the Catalog name.

Prerequisites

Make sure that Scripting is enabled for the user.

Bug Reproduction Step:

1. Log into the Application.
2. Configure a Catalog with more than 80 characters in the Catalog name. For more information, see Creating Service Catalogs.
3. Approve and publish the Service Catalog that is created in step 2. For more information on Approving a Service Catalog, see Approving and Publishing Service Catalog.
4. Select Request > User > New Service Request.
5. On the New Service Request page, select the same Catalog as an End User.
6. On the New Service Request page, configure Scripting for the selected Catalog.
7. Log out and log into Application.
8. Select Request > User > New Service Request.
9. On the New Service Request page, select the configured Catalog and click on SCRIPTING icon.
10. On the SCRIPTING page, make the Scripting related changes and click SUBMIT. The changes made using Scripting are not getting saved for the Catalog.

Now, if any Scripting related changes are made to the Service Catalogs, with more than 80 characters in the Catalog name, the Scripting changes are saved and displayed on the Application UI.

69089 

The RBA script for Asset Software License validation was not getting executed and an error message, “There is no license Available, Please Contact your Administrator.”, was getting displayed.

Now, the RBA script for Asset Software License validation is getting executed without any error.

68452 

The Response Time was not getting captured in the Change History of the SRs when an Analyst was assigning the SR to self, using the Assign to Me icon on the SERVICE REQUEST LIST page.

However, after changing the SR Status from New > In-Progress > Assigned > In-Progress and Service Window, the Response Time was getting captured in the Change History.

Bug Reproduction Steps:

1. Log into the Application as an Analyst.
2. Select Request > User > Manage Service Requests > Service Request List.
3. On the SERVICE REQUEST LIST page, click Filters and select Status as New. Click SUBMIT.
4. On the SERVICE REQUEST LIST page, click Assign to Me icon on the SR ID columns. Click OK.
5. On the Service Request Details page, click CHANGE HISTORY icon on the ACTIONS panel.
6. The Response Time is not captured on the CHANGE HISTORY pop-up page under the Service Request History section.

Now, the Response Time is getting captured in the Change History after an Analyst assigns the SR to self, using the Assign to Me icon.

68731

The configured e-mail recipients for e-mail notifications related to Incident Management configuration changes were not receiving the notifications.

Bug Reproduction Steps:

1. Log into the Application.
2. Select Admin > Basic > Infrastructure > Application Settings.
3. On the APPLICATION SETTINGS page under the AUDIT LOG - E-MAIL NOTIFICATION CONFIGURATION section, select the Incident Management check box and type in recipient’s e-mail id in the E-mail ID field. Click SUBMIT.
4. Make configuration changes in the Incident Management module. For example, renaming a Category (Incident > Configuration > Incident Masters > Category).
5. The configured e-mail recipients for changes in the Incident Management module configuration do not receive any e-mail notification.

Now, the recipients whose e-mail ids are configured in the Incident Management module under the AUDIT LOG - E-MAIL NOTIFICATION CONFIGURATION section on the APPLICATION SETTINGS page are receiving e-mail notifications whenever there is any change in the Incident Management configuration.