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Download Release Notes | Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade | Security Best Practices for SummitAI Application Deployment

On this page: Customer Fixed Issues | Known Issues 

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Sierra SP1 HF04. The bug fixes for the bugs found in the following versions are also merged with this release. Please refer to the respective Release Notes for details.

#IssueResolution

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

While logging an Incident for an End User or updating Incident details, if the Analyst was copying an image from the clipboard and pasting it in the Description field, the layout of the page was breaking.

Incident details page

Bug Reproduction Steps:

Scenario 1

  1. Log into the Application as an Analyst.
  2. Select Incident > User > Manage Incidents > New Incident For User.
  3. On the New Incident For User page in the Description fields, paste an image copied from the clipboard.
  4. The layout of the New Incident For User page is breaking.

 Scenario 2

  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, open an Incident ID.
  5. On the Incident Details page, in the Description fields, paste an image copied from the clipboard.
  6. Verify the Incident Details page layout. The layout of the Incident Details page is breaking.

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 

The Telephone Number field on the New Service Request page was also accepting percentage (%) symbol instead of only allowing numbers.

Bug Reproduction Steps:

  1. Log into the Application.

  2. Configure a Service Catalog with the Telephone field using Number field on the FORM BUILDER tab. For more information on configuring a Service Catalog, see Creating Service Catalogs.

    Note:

    Do not select the Only accept integers check box while configuring the Telephone Number field using the Number field on the FORM BUILDER tab.

  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 Tenant for which you want to log the SR and in the Search field, type in the same Catalog name that is published in step 3. Click the Search icon.
  6. On the New Service Request page in the Telephone Number field, type in the % symbol.
  7. The Telephone Number field on the New Service Request page is accepting the % symbol.

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.


Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1 HF04.

Issue

On the IMPORT ASSET and ADD ASSET pages, the users can add multiple Assets with same Serial No., although, Serial No. is a unique field for Assets. This issue is found if Maker/Checker configuration is enabled. For example, a user added an Asset with Serial No. 123 and is pending for Checker’s approval. The user is able to add another Asset with same Serial No. 123. And send for Checker’s approval. The Checker is also able to approve two Assets with same Serial Number on the MAKER-CHECKER ASSET-APPROVAL page.

Bug Reproduction Steps:

  1. Select Asset > User > Manage Asset > Import > Import Asset.
  2. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT.
  3. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected.  Click Next.
  4. Click the Preview tab and select the store where you want to import the Assets from the Store list.
  5. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel.
  6. Alternatively (Steps 1-5), select Asset > User > Manage Assets > Asset Inventory.  On the ASSET INVENTORY page, click FIXED.  On the ACTIONS panel, click ADD. On the ADD ASSET page, specify the required information and click SUBMIT.
  7. Add two Assets with same Serial Number.
  8. The Application allows to import or add two Asset with same Serial Number.
  9. Select Asset > User > Manage Assets > Approvals > Maker Checker Approval . On the MAKER-CHECKER ASSET-APPROVAL page, click Filters  on the ACTIONS panel. Select the Tenant. Select the Transaction Type as Add to view the list of requests from the Maker.
  10. The Assets with duplicate Serial Number are displayed. Click APPROVE on the ACTIONS panel. On the APPROVE pop-up page, select the  Approval Status as Approved.

(Bug#67236)

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.

(Bug#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).

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