Customer Fixed Issues and Known Issues Denali SP1 HF12

On this page: Hotfix MergesCustomer Fixed Issues | Known Issues 

Hotfix Merges

The following Hotfix versions are merged with this release. Please refer to the respective Release Notes for details.

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Denali SP1 HF12.

Issue #Issue DescriptionScenarioResolution

90938

URL Monitoring Data was taking up too much space.

Temporary files from different profiles were stored in cache from URL monitoring data which led to the vast space being occupied in the C drive.

 Path: C:\Windows\SysWOW64\config\systemprofile\AppData\Local\Microsoft\Windows\INetCache

Temporary files are deleted immediately after every URL monitoring job.

90490

On the Edit Device page, updating the default data for new server or network devices, an exception (OOPS error) was encountered.

Navigate to Operations > General > Default Configuration

 In the Default Configuration page, the default data for adding new server or network devices can be set. Under Network Configurations tab, when SNMP Version is chosen as V3 and Authentication Type is Auth Priv, two new fields - SNMP Password, Privilege Password are displayed. The data from these two fields were not encrypting properly in the database.

 

1.     Click Operations > Views > Network Device View

2.     Select Tenant from filters & Submit.

3.     Click on one of the subsequent device tiles.

4.     Click on Device Configuration icon to access Edit Device page.

 

When updating data from the Edit Device page, an OOPS error message was encountered on submit. This was due to the decrypted saved passwords (SNMP Password, Privilege Password) not matching the password entered by the user.

Encryption has been fixed and default data for new server or network devices can be updated without the OOPS error.

90356

In Archival Configuration Page for ITOM Section, the Frequency dropdown and the Archive Data Older Than field under Summarization section was greyed out (unavailable).

1.       Click Admin > Infrastructure > Archival.

2.       Select Tenant from Filters & Submit.

3.       Click on the Module name to edit.

Under Source Database tab, Frequency dropdown & Archive Data Older Than field were greyed out (unavailable)

Now the fields - Frequency & Archive Data Older Than have been made available and mandatory.

90267

In the Server Configuration page, the Ping by Proxy checkbox was checked mandatorily.

1.     Click Operations > Configurations > Server List.

2.     Select Tenant from filters & Submit.

3.     Click on the host name to access the Server Configuration page.

The checkbox Ping by Proxy was checked mandatorily. This did not allow pings (like status, timeout, size) via Agent for Agent-Based Monitoring

Now the Ping by Proxy checkbox is checked by default but is not mandatory.

90171

In Server Configuration page, WMI protocol was not showing up as an option on Monitored By dropdown.

1.     Click Operations > Views > Server View

2.     Select Tenant from filters & Submit.

3.     Navigate to server list and click on any WMI server 

4.     Click on Configuration icon to access Server Configuration page.

5.     WMI should be selected in 'Monitored By' section

 WMI protocol was not showing up as an option on Monitored By dropdown but if you changed it to a different protocol, then WMI protocol was displayed.

Now WMI protocol is showing up as an option on Monitored By dropdown

90122In ‘SR SLA by Business Unit’ and ‘SR SLA by User Type’ reports, there was count mismatch in the ‘Total Count’ and ‘Met’ values under Resolution and Response tabs, when compared to other reports even though all reports were extracted using same filters.

Precondition:

Select various SR Reports.

Steps:

1.     Navigate to Reports> >Service Request.

2.     Select ‘SR SLA by Business Unit’ or SR SLA by User Type’ report from the drop-down.

3.     Set filters.

4.       The selected report will be displayed.

Now there is no mismatch in the 'Total Count' and 'Met' values under Resolution and Response tabs across all the reports.

90704

On the Hardware Variance page, the Host Name of the Asset was not displayed.

N/A

Now, on the Hardware Variance page, the Host Name of the Asset is displayed.

89334

The reconciliation alert e-mail was not triggered to the end user when the custom URL was configured by User customer.

N/A

Now, the Reconciliation alert e-mail is triggered to the end user.

89999

The following issues related to the Auto Creation Setting were observed:

  • The already existing configurations were not populated on the AUTO CREATION SETTINGS List page.
  • On the AUTO CREATION SETTINGS details page, the user was required to manually specify the Symptom and Description under the TARGET section.

This issue occurred post upgrade of application to Denali SP1 version.

Now, the issues are fixed.

  • The already existing configurations are populated on the AUTO CREATION SETTINGS List page post execution of the migration script in DenaliSP1HF11 DB.
  •  On the AUTO CREATION SETTINGS details page, the Symptom and Description are auto-populated on the TARGET section.




90219

The module widgets in ANALYST DASHBOARD are appearing blank after changing the language to Arabic in web.config file.

Pre-requisites:

  • Enable Weglot and RTL keys in the web.config file and select the Language Translator check box, in the Application Settings.
  • Convert the English language to the Arabic language.

STEPS:

  1. Login to Application.
  2. Navigate to ANALYST DASHBOARD.
Now, after changing the language to Arabic the module widgets are appearing as expected in the Analyst Dashboard.
89843Whenever the user submits the details, the information appeared incorrectly or is blank on the result screen.

Pre-requisites:

  1. Navigate to Admin > Customers > Customer List > Click Customer Name hyperlink from Customer listing screen.
  2. Select the user-defined Custom tab > Click Edit to modify the existing details.
  3. Click Submit button.
Now, in the Custom tab the data is appearing as expected for the multi-valued group field.
90065User unable to download the attached document in Configuration ID screen.

Pre-requisites:

  1. Navigate to CMDB > Configuration Item list.
  2. Select a Configuration ID (CI) from the Configuration item listing screen.
  3. In the Document tab, attach a document and click Add button.
  4. Click Submit button to submit the request.
Now, the attached document could be downloaded without any errors.
89897In Auto problem creation configuration settings, only 30 items were getting selected in the Workgroup, Classification, and Category fields even if the user selects more than 30 items from those lists.

In Auto problem configuration settings, user can configure Conditions and Target for creating Problem Record. If incidents logged are matching the set conditions, a Problem Record will be automatically created.

Under ‘Condition’ section, Workgroup, Classification, and Category fields are multi-select lists with no validation on number of selected items. But the application was accepting only limited number of items.

Precondition:

Submit a configuration setting for automatic problem creation.

There should be more than 30 Workgroup, Classification, and Category elements configured for a Tenant.

Steps:

  1. Navigate to Problem>>Configuration>>Auto Creation Settings.
  2. Create a Configuration.

       2.a) Enter Configuration Name.

       2.b) Select all elements from the Workgroup, Classification, and Category lists. Select or fill the other mandatory       fields.

3. Click Submit.

All the selected elements in the Workgroup, Classification, and Category fields are saved in the configuration for Auto problem creation.
88581

The Admin was experiencing a substantial time delay while searching for a user and to update his details or to add a new user in the application.

Precondition:

Log into the application as an Admin. Search for a user and update his details or add a new user.

Steps:

Navigate to Admin >>Basic >> Users >> Userlist

After removing the unwanted source code, the system performance is enhanced by more than 50% and the Admin no longer experience considerable time delay while updating user details or while adding a new user.

88155

The following error message was displayed, and the user was unable to raise a Service Request.

“Oops! An error occurred”

Pre-requisites:

  1. Navigate to Requests > Users > New Service Request. Specify the required information.
  2. Click Submit to raise the SR.

Now, the user can raise the Service Request without any error message.

Add the following key in web.config if the user’s system setting is in Thailand culture.

<add key="App:SetCulture" value="true" />

91083

User was unable to create or modify the workflow and “Start” button was not displayed because the Bulletin Board scrolling alert content was displayed over that.

Bulletin Board scrolling alert was impacting the workflow configuration page.

Pre-requisites:

  1. Navigate to Admin > Workflow. > New Service Request. Select the module as Service Catalog Management. Select the required Tenant.
  2. Select the Catalogs.

User is able to create or modify the workflow and “Start” button is displayed.

Bulletin Board scrolling alert will not be displayed on Workflow configuration page.

90689

The CR with planned start date as today’s date (Ex 19-08-2021) was not displayed in Daily, Weekly and Monthly Report by filtering with tomorrow’s date (Ex 20-08-2021).

Prerequisites:

  1. Create two CRs with Planned Start Time as today's date (Ex 19-08-2021) and tomorrow’s date (Ex 20-08-2021).
  2. Navigate to Reports > Change Management > Change Record Schedule Report.
  3. Under Filters > Date, select From date and To date as (20-08-2021).

Now, the CR with planned start date as today’s date (Ex 19-08-2021) is displayed in Daily, Weekly and Monthly Report by filtering with tomorrow’s date (Ex 20-08-2021).

90731

Rescheduled Reason field was not getting displayed while modifying Planned Start Time field. It was getting saved directly without reset.

Pre-requisites: 

  1. Navigate to Change > User > Change Record List. The Change Record List page is displayed.
  2. Click on CR. The Change Record ID details page is displayed.
  3. Under TIMELINES section change Planned Start Time.
Now, Rescheduled Reason field is displayed while modifying Planned Start Time field.
90288

Issue 1
Owner Workgroup field was disabled.

Issue 2
Rescheduled Reason field was not getting displayed while modifying Planned Start Time field. It was getting saved directly without reset.

Prerequisites for Issue 1
Configure the Task at first level in workflow page.

  1. Navigate to Change > User > New Change Record. The New Change Record page is displayed.
  2. Create a CR with same workflow. Once the CR is created, change Owner Workgroup.

Prerequisites for Issue 2
Create a workflow with approval levels with user Configured status.

  1. Navigate to Change > User > Change Record List. The Change Record List page is displayed.
  2. Click on CR. The Change Record ID details page is displayed.
  3. Under TIMELINES section change Planned Start Time

Resolution for Issue 1
Now, Owner Workgroup field is not disabled.


Resolution for Issue 2

Now, Rescheduled Reason field is displayed while modifying Planned Start Time field.
91060

Priority configured in explicitly for the Child Node was not getting applied. Instead, the parent priority was inherited to the Child Node even when the separate priority is configured for the Child Node.

Pre-requisites: 

  1. Configure the priority for Parent Node in SLA MATRIX.
    Also, check the check box Including Sub-Categories.
  2. Configure the priority individually only for Child Node in SLA MATRIX.
The explicit priority configured in SLA MATRIX for the Child Node is getting successfully applied to the Child Node.
89836

On the New Incident page, an error “Error Occurred -ec3c63d8-4142-a1df-8a95af2a1870” was displayed.

This issue occurred when an End User types in the incident id in the Incident ID field and clicks Submit or selects an Incident from Select from the recent 50 Incident drop-down field and clicks Submit on the COPY INCIDENT pop-up of the New Incident page.

The COPY INCIDENT pop-up can be accessed using Incident > User > New Incident > Click COPY INCIDENT on the ACTIONS panel.

Now, the incident details are getting copied from the selected incident without any error.
89215

Caller was getting the following error message, while providing the feedback:


"Invalid Service Request number!" 

Pre-requisites:

  1. Navigate to Request Manage Service Requests Service Request List.
    On the Service Request List page, a list of all the SRs is displayed. Select the SR which you want to resolve. The Service Request DETAILS page is displayed.
  2. Click on Resolve status tab to resolve the SR. Once the SR is resolved, an e-mail will be sent to the caller. E-mail template will include the following message to provide the feedback:
    “Click Here to provide your feedback”.
  3. Click on the hyperlink “Click Here” in the above message.
Now, the Caller can provide the feedback without any error message.
92377Is PIR Required information along with Analyst details was not displayed in CHANGE HISTORY pop-up page. 

Prerequisites: 

  1. Navigate to Change > User > New Change Record. The NEW CHANGE RECORD page is displayed. Specify the mandatory fields and click SUBMIT.
  2. Login as an Authorizer/Approver. Navigate to APPROVAL under ACTIONS. The APPROVAL pop-up page is displayed. Enable the checkbox Is PIR Required?
  3. Navigate to Actions > CHANGE HISTORY. CHANGE HISTORY pop-up page is displayed.

Now, Is PIR Required information along with Analyst details is displayed in CHANGE HISTORY pop-up page.

It will also display the Is PIR Required information, even if it is auto enabled at Tenant level. (Admin > Basic > Infrastructure > Tenant > ACTIONS > CONFIGURE DETAILS > Auto Select "Is PIR Required?)

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF12.

Issue NoIssue DescriptionScenarioWorkaround <if applicable>
87411

The notification e-mail is not triggering for the configured users after the User Selectable approver approves the CR.

This issue occurs only the User Selectable approver approves the CR.

Prerequisite

Make sure that a User Selectable approver and followed by notification activity or block are configured in a workflow
NA
89897

The following error message is displayed, while saving Auto Creation settings.


Oops! An error occurred.

Pre-requisites

Configure 30+ Workgroup, Category Classification, Priority, Resolution Code, Closure Code and Configuration Items for a Tenant.

  1. Navigate to Problem > Configuration > Auto Creation Settings. Click Add New. The AUTO CREATION SETTINGS page is displayed. Specify all mandatory fields.
  2. Select all Workgroup, all Category, all Classification, all Priority, all Resolution Code, all Closure Code, and all Configuration Items. Click SUBMIT.
NA


Issue

When the Maker-Checker configuration is enabled for the Allocate action and Maker-Checker approval matrix is configured with two levels of approval, on sending the Allocated Assets for Checker’s approval, the following issues are observed:

On the FIXED ASSET page (Asset > User > Manage Asset > Asset Inventory > Click the FIXED icon under the SELECT THE ASSET TYPE section > Click FILTERS on the ACTIONS panel > Select Status as Allocated and provide data in all the other fields > click SUBMIT), duplicate Assets are displayed after the Checker approves the Assets sent for approval.

The Assets do not move to the second level of approval after the Assets are approved by the first level of Approver.

Prerequisites

Enable Maker-checker approval for Asset Allocate transaction. (AdminBasic > Infrastructure > Tenant > Click Filters on the ACTION panel and select the Domain and click SUMBIT > On the TENANT page under the LIST section, select the Tenant for which you want to enable Maker Checker > Click CONFIGURE DETAILS on the ACTIONS panel > Click Asset Management under the MODULES section > select the check box of Enable Maker-Checker > Select Actions for Maker-Checker to Approve as  Allocate > Select the End Time value and click SUBMIT).

Configure No. of Approval level as 2 on the APPROVAL MATRIX page (AssetConfiguration > Others > Approval Matrix > On the ACTIONS panel, click ADD NEW > Specify the details > click SUBMIT).

Send Assets for approval for Allocate action (Asset > User > Manage Asset > Asset Inventory > On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED > Select the same Tenant for which the Maker-checker is enabled >  Click the In-Store hyperlink of the required Asset Category > Select the check box corresponding to the Asset you want to allocate > On the ACTIONS panel, click ALLOCATE > Specify the mandatory details to allocate the Asset and click SUBMIT).

Bug Reproduction Steps:

Login to the Application as Checker.

Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.

On the Filter pop-up page, select the Tenant and specify the required details.

Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.

On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click

Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS

On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.

Click SUBMIT.

Validate the data.

(#72171)

The GetBulletinBoard Mobile API request is used to retrieve Bulletin Board information. The User ID and Tenant Code are passed as the Request Parameters. In the API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is displayed. (#73031)

Prerequisites:

Configure Bulletin Boards for multiple Tenants.

Bug Reproduction Steps:

Log into the Application as an Administrator.

Configure a Bulletin Board. For more information, see Configuring Bulletins.

Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.

Check API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is getting displayed.

On the ACTION DETAILS pop-up page, the Target ID is not showing in the Target column when Status of the Orchestration Workflow Script (other than the first Script) is In-Progress, and it is having Target Host Type mapped to From Previous Output value. However, the Target ID is displayed after the Script is executed successfully. (#73079)

Note: This issue is found in Incident Management, Work Order, and Service Request Management (SR) modules. Following bug reproduction steps are for the SR module:

Bug Reproduction Steps:

Log into the Application as an Administrator.

Select Admin > Advanced > Automation > Orchestration.

On the WORKFLOW LIST page, click the NEW

On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.

Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.

Log out and log into the Application as an Administrator or as an Analyst.

Select Request > Manage Service Requests > Service Request List.

On the SERVICE REQUEST LIST page, specify the Filters and open an SR.

On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.

On the ORCHESTRATION tab, click the Script When the Script (other than the first Script) is in In Progress status, check the Target column details on the ACTION DETAILS pop-up page. The Target ID is not displaying in the Target column.

After successful execution of the Script (other than the first Script), click the Script hyperlink. Check the Target column details on the ACTION DETAILS pop-up page. Now, the Target ID is displaying in the Target column.

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.

(#67240)

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.

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 ReasonResolution 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 (AdminAdvancedNotificationNotification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).