Customer Fixed Issues and Known Issues Denali SP3 HF01

Issue 1: Urgency and Impact values of Orchestration are not getting updated on the SR details page. Orchestration values should override the Catch & Dispatch values.

Pre-Requisites: 

1. In Catch & Dispatch configuration page, switch to Service Request Module and select Show As Recommendation checkbox for all.
2. In the Orchestration Configuration page, select Update if any one action fails in the On Failure drop-down list and keep the Do not update if value already exists checkbox unchecked.

Bug Reproduction Steps:

1. Navigate to Request > New Service Request.
2. Create an SR where Orchestration script is linked.
3. Navigate to Request > Service Request List page.
4. Access the same Service Request and apply the catch and dispatch value from CINDE Suggestion popup.
5. After Orchestration script fails, all Service Request details should update as per the Orchestration configuration.
6. Verify the Service Request details against Orchestration configuration values.

On the NOTIFICATION PARSER page (Admin > Advanced > Notifications > Notification Parser > Select the Tenant > Click ADD NEW on the ACTIONS panel), the Assign Role Template(s) drop-down control is displaying in expand mode. Also, the other drop-down controls on the NOTIFICATION PARSER page are not are looking in the proper style.

This issue is found when the user is logging into the SummitAI application using the Microsoft Internet Explorer browser (IE Version 11x) (#82542).

When an AD Import record is modified on IE Version 11.719.18362.0, the error message is displayed as “Error Occurred” when you click SUBMIT button on the AD IMPORT page (Admin > Basic > Users > Import > AD Import) (#82733).

While raising a CR, if the Requestor is changed after selecting Category and Change Type, the Line Manager and Reporting Manager for the selected Requestor are not getting updated in the workflow.

But after submitting the CR, the Line Manager and Reporting Manager are updated in the workflow based on the selected Requestor.

Similarly, the same issue is happing while raising CR using a template too.

While importing data through the Import Excel option, the Include Sub-Customer value in the respective column can only be True or False for all the statuses in the excel sheet.

To import the excel navigate to:

• SR: Request > Configuration > Others > SMS Notification > Select the Tenant > Select the IMPORT option under ACTIONS panel.
• IM: Incident > Configuration > Others > SMS Notification > Select the Tenant > Select the IMPORT option under ACTIONS panel.

While configuring the Notification Parser (Admin > Notification Parser) for Email to SR creation, if non-mandatory custom attributes are present in Service Catalogs and if approvers for the catalog are not pre-defined then those catalogs should not be configured for Notification Parser.

Ensure that you do not select the following Service Catalogs to configure Notification Parser.

1. Service Catalogs having Dynamic approval workflow
2. Service Catalogs having Conditional approval workflow
3. Service Catalogs having User Selectable workflow
4. Service Catalogs with 'HOD Approvers' that are not predefined
5. When end user has to select approvers present inside User Group while raising SR
6. When Rule validation is configured for a Service Catalog

(#81264)  

On the Incident Details/ Service Request Details page (Incident/ Request > User > Manage Incidents/Manage Service Requests > Incident List/Service Request List > Click an Incident ID/SR ID), click the Assigned To drop-down where analysts are displaying, but their availability status is not displayed (#78647).

Application is allowing the Administrators to save the Connector details though there is a validation message while updating the Connector details page. The Connector details page can be accessed from EDIT VIEW page (Operations > Configuration > Networks > View > Edit View > Select the required device from the list > Click the Connector on the Drawing Board > Click Edit Node to update the Connector details > Update the details with incorrect data to pop-up the validation message > Click SAVE).

(#81100)

After adding a new device on the Drawing Board of the EDIT VIEW page sometimes the position of the added device is not displaying correctly on the Drawing Board. The Edit VIEW page can be accessed using (Operations > Configuration > Networks > View > Edit View > Select the Tenant and other required details> Click Add Node icon and click on the empty space of the drawing board to add devices into the View > Click SUBMIT).

(#80641)

The following issues are there on the EDIT VIEW page (Operations > Configuration > Networks > View > Edit View > Click ADD NEW on the ACTIONS panel > On the DRAW VIEW page, select the Tenant and other required details > Click ADD DEVICE on the ACTIONS panel to add devices into the View > On the ADD DEVICE pop-up page, select the devices you want to add to the View and click SUBMIT) while adding a new device to the view:

• The existing devices on the page are not getting displayed.
• The validation message is not populating while submitting without selecting the devices.

(#80269)

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

1. Enable Maker-checker approval for Asset Allocate transaction. (Admin> Basic > 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).
2. Configure No. of Approval level as 2 on the APPROVAL MATRIX page (Asset> Configuration > Others > Approval Matrix > On the ACTIONS panel, click ADD NEW > Specify the details > click SUBMIT).
3. 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:

1. Login to the Application as Checker.
2. Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.
3. On the Filter pop-up page, select the Tenant and specify the required details.
4. Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.
5. On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click
6. Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS
7. On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.
8. Click SUBMIT.
9. Validate the data.

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:

1. Log into the Application as an Administrator.
2. Configure a Bulletin Board. For more information, see Configuring Bulletins.
3. Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.
4. 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:

1. Log into the Application as an Administrator.
2. Select Admin > Advanced > Automation > Orchestration.
3. On the WORKFLOW LIST page, click the NEW
4. On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.
5. Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.
6. Log out and log into the Application as an Administrator or as an Analyst.
7. Select Request > Manage Service Requests > Service Request List.
8. On the SERVICE REQUEST LIST page, specify the Filters and open an SR.
9. On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.
10. 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.
11. 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)

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 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).