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Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in Alps SP1 HF12. The bug fixes for the following bugs found in the 5.7 SP5 HF14 version are also merged with this release. Please refer to the respective Release Notes for details.

#

Issue

Resolution

71361

The Caller was not receiving any e-mail notification on logging Incidents using Mail to Ticket functionality. This issue was occurring when .eml extension was not available in the Valid Attachment Extensions field on the APPLICATION SETTINGS page.

Prerequisites

  1. Log into the Application as an Administrator.
  2. Configure the Mailbox for a Tenant. For more information, see Configuring Mailbox.
  3. Configure the Notification Parser for the Mailbox. For more information, see Configuring Notification Parser.
  4. Make sure that the EMail Parsing Job is running.
  5. On the APPLICATION SETTINGS page, remove .eml extension from the Valid Attachment Extensions field.

Bug Reproduction Steps

  1. As a registered user of the SummitAI application, send an e-mail to the same Mailbox that is configured in the Prerequisites section.
  2. The e-mail is parsed and converted to an Incident when the EMail Parsing job runs successfully.
  3. The Caller does not receive any e-mail notification on logging the Incident.

Now, the Callers are receiving e-mail notifications while logging Incidents using Mail to Ticket functionality even if .eml extension is not configured on the APPLICATION SETTINGS page.

68491

On the BULK UPDATE pop-up page on selecting the Status as Cancelled, all the fields were displaying as mandatory fields. This issue was occurring while canceling Incidents using the BULK UPDATE option.

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, click Filters and select a particular Tenant. Select the preferred filter values and click SUBMIT.
  4. On the INCIDENT LIST page, select a few Incident IDs and click BULK UPDATE on the ACTIONS panel.
  5. On the BULK UPDATE pop-up page, select Status as Cancelled and verify all the fields.
  6. On the BULK UPDATE pop-up page, all the fields are displaying as mandatory fields.

Now, while canceling Incidents using the BULK UPDATE option on selecting Status as Cancelled, only the Cancellation Remarks field is the mandatory field.

67988 

A few of the Service Requests were not logged with the Caller name. This issue was found when the Analyst was raising Service Requests on behalf of the Caller using Service Catalog Package on the New Service Request/New Service Request for User page.

Bug Reproduction Steps

  1. Log into the Application.
  2. Configure a Service Catalog Package with two or more Service Catalogs. For more information, see Configuring Service Catalog Packages.
  3. Configure the Single level of Approver Workflow for the Service Catalogs. For more information, see Configuring SR Approval Workflow.
  4. Select Request > New Service Request/New Service Request for User. 
  5. On the New Service Request/New Service Request for User page, select the same Tenant for which Service Catalog Package is configured.
  6. In the Requested For field, select the Caller name and select the same Service Catalog Package that is configured through step 3.
  7. On the NEW SERVICE REQUEST page, specify all required details. Click SUBMIT.
  8. Select Request > Manage Service Requests > Service Request List.
  9. On the SERVICE REQUEST LIST, click Filters and specify the SR details. Click SUBMIT.
  10. On the SERVICE REQUEST LIST page, the Analyst name is displaying in the Caller field for a few of the SRs instead of the Caller name.

Now, all the Service Requests are logged with the Caller name when an Analyst is raising Service Requests on behalf of the Caller.

70708 

While raising a new Service Request, a validation message, "Please specify user," was displayed even after a user was selected. This issue was found when after selecting the Username, the user used the Tab key of the keyboard to enter the other values of the form. 

Bug Reproduction Steps

  1. Log into the Application.
  2. Select Request > User > New Service Request.
  3. Select a Catalog on the New Service Request page, which has User Search control.
  4. Specify a user in the User field.
  5. Use the Tab key to specify the remaining field values.
  6. Click SUBMIT.
  7. The specified Username disappears from the Service Request.

Now, on the New Service Request page, the users can enter values in the form by navigating through the Tab key from the keyboard without any issues.

70780

The Service Catalogs imported using the Import Configuration by File option were not displaying on the WORKFLOW page. This issue was occurring when the File Type of the imported Service Catalogs files was JSON.

Bug Reproduction Steps

  1. Log into the Application as an Administrator.
  2. Select Admin > Basic > Infrastructure > Export/Import > Export Configurations by File.
  3. On the EXPORT CONFIGURATIONS BY FILE page, select a Tenant and Module as Service Catalog Management. Click SEARCH.
  4. On the EXPORT CONFIGURATIONS BY FILE page, click EXPORT.
  5. On the EXPORT TO pop-up page, specify the File path and select the File Type as JSON from the drop-down list. Click SUBMIT.
  6. Select Admin > Basic > Infrastructure > Export/Import > Import Configurations by File.
  7. On the IMPORT CONFIGURATIONS BY FILE page, browse the same Service Catalog file exported through steps 2-5. Click IMPORT.
  8. On the IMPORT TO pop-up page, select the Tenant configured for the SRM and SCM modules. Click SUBMIT.
  9. Select Admin > Basic > Infrastructure > Workflow.
  10. On the Filters pop-up page, select Module as Service Catalog Management and the Tenant for which Service Catalogs are imported through steps 6-8.
  11. On the WORKFLOW page, verify the Catalogs in the Workflows tabs.
  12. Service Catalogs imported using the Import Configuration by File option are not displaying.

Now, the Service Catalogs, imported using the Import Configuration by File option, are displaying on the WORKFLOW page even if the File Type is JSON.

70874 

On the GAMIFICATION SUMMARY pop-up page under the Current Achievements tab, incorrect Current Achievement Status (%) was displaying. This issue was occurring when Points were added to the existing configured Achievement after the validity of Achievement expired. Hence, the Current Achievement Status was showing 100%.

Prerequisites

  1. Log into the Application as an Administrator.
  2. Select Admin > Productivity > Gamification.
  3. On the GAMIFICATION page under the ACTION ITEMS tab, configure Points for the Action Items. 
  4. On the GAMIFICATION page under the ACHIEVEMENTS tab, configure an Achievement “Test Date” with validity as one day using the Date Range drop-down option. 

Bug Reproduction Steps

  1. Log into Application as an Analyst.
  2. Log an Incident for an End User. For more information, see Logging Incidents for Users.
  3. Select DASHBOARD > ANALYST DASHBOARD > Click on MY BADGES count under the GAMIFICATION section.
  4. On the GAMIFICATION SUMMARY pop-up page, click on Current Achievements tab > Check the Current Achievement Status of “Test Date” Achievement. It is showing 50%.
  5. Log out and wait until the validity of the configured Achievement “Test Date” is over.
  6. Log into the Application again.
  7. Log an Incident for an End User. For more information, see Logging Incidents for Users.
  8. Select DASHBOARD > ANALYST DASHBOARD > Click on MY BADGES count under the GAMIFICATION section.
  9. On the GAMIFICATION SUMMARY pop-up page, click the Current Achievements tab > Check the Current Achievement Status of “Test Date” Achievement. It is showing 100%.

Now, correct Current Achievement Status (%) is displayed under the Current Achievements tab on the GAMIFICATION SUMMARY pop-up page.

70976

The Symptom field data was getting deleted on changing the Caller on the New Incident page. This issue was occurring when a delegated user was trying to log an Incident using a Rule on the USER DASHBOARD page.

 Bug Reproduction Steps

  1. Log into the Application.
  2. Delegate Role to another user for logging Incidents. For more information, see Delegating Role.
  3. Configure a Rule for a particular Tenant. For more information, see Configuring Rules.
  4. Log out and log into the Application as the delegated user.
  5. On the USER DASHBOARD page under the LOG ISSUE/REQUEST search bar, type in, and open the same Rule, which is configured in steps 3.
  6. On the New Incident page, change the Caller and verify data in all the fields. The Symptom field data is getting deleted.

Now, when a delegated user tries to log an Incident using a Rule on the USER DASHBOARD page and changes the Caller, the Symptom field is not getting deleted.

70855 

On the FORM BUILDER page for the Asset Management module, a Custom Field was created and deactivated. Another Custom Field was created with the same name but a different control type. On the ASSET SUMMARY page, the older values were displaying.

Example:

  1. A Custom Field, RAM Size, was configured using the Text Box control.
  2. An Asset was added with RAM Size as 15GB. The Custom Field was deactivated.
  3. A new Custom Field, RAM Size, was configured using the Drop-down list control.
  4. The Asset in Step 2 is updated with RAM Size as 20GB.
  5. On the ASSET SUMMARY page for the Asset, the RAM Size is displayed as 15 GB instead of 20 GB.

Note:

Earlier, label name validation was performed only for the same control type on the FORM BUILDER page.

Prerequisites

  1. Log into the Application as an Administrator.
  2. Configure Custom Fields as HDD Size and RAM Quantity using Label and Text Box controls on the FORM BUILDER page. For more information, see Configuring Asset Category Using Form Builder.
  3. Add or discover Assets and enter values in HDD Size and RAM Quantity fields. For more information on adding an Asset, see Adding Fixed Assets
  4. Deactivate the HDD Size and RAM Quantity Custom Fields on the FORM BUILDER page. For more information, see Configuring Asset Category Using Form Builder.
  5. Configure the same label HDD Size and RAM Quantity field using different control, such as Drop-down on the FORM BUILDER page. For more information, see Configuring Asset Category Using Form Builder. 

Bug Reproduction Steps

  1. Log into the Application.
  2. On the FIXED ASSET page, select the same Asset that is added in the Prerequisites and click UPDATE on the ACTIONS panel. For more information about updating Fixed Assets, see Updating Asset Details.
  3. On the UPDATE FIXED ASSET page, update the values for HDD Size and RAM Quantity fields.
  4. On the ASSET SUMMARY page, verify the data in the HDD Size and RAM Quantity columns. These fields are displaying older values.

Now, the Administrators cannot create Custom Fields on the FORM BUILDER page with the same names even if the control types are different.

 Note: The Administrator need to update the old fields manually.

 


70364 

Duplicate data was inserting while importing the discovered data in CMDB. This issue occurred when the Azure VMs were discovered using the CLOUD DISCOVERY and importing this discovered data into CMDB.

 

Now, the User can import the discovered data from the common discovery without duplicate data by following the below process:

Add the following key in Summit_Config database table to move the cloud discovered data to the widget_scan_details table from where the discovered data can be imported to CMDB or Asset Management:
“MoveCloudDiscoveryToCommonDiscover=true”

A script is provided to remove the duplicate data from the widget_scan_details table.

72163

VMs were not getting discovered and monitored for a few Managed Service Providers (MSPs).

Bug Reproduction Steps

  1. Log into the SummitAI application.
  2. Select Operations > Configuration > Servers > Cloud Discovery.
  3. On the FILTERS pop-up page, select the Tenant, Cloud Type as Azure, and required filter options. Click SUBMIT.
  4. Click the View Jobs icon under the JOBS tab.
  5. Under the ADD VM FOR MONITORING tab, expand the DETAILS to view the discovered VMs.
  6. All the VMs are not getting discovered and monitored for a few MSPs.

Now, VMs are discovered and monitored for all the Managed Service Providers (MSPs).

70974

Special characters were not allowed in the Attribute field on the AD IMPORT page.

Bug Reproduction Steps

  1. Log into Application.
  2. Select Admin > Basics > Users > Import > AD Import.
  3. Select ADD NEW option from the ACTIONS panel.
  4. Specify any special character in the Attribute fields.
  5. Click SUBMIT. An error message, “Please provide the proper Attribute format for field name”, is displayed.

Now, users can use a hyphen (-) in the Attribute field of the AD IMPORT page.

The Administrators need to configure the following key in the Web.config file:
<add key="ADImport:IgnoreChars" value="-" />

 Note: Currently, only hyphen (-) is allowed as a special character.

69978

The following issues related to the Custom Scheduler Jobs were observed:

  • An Alert was not triggered due to some error, and no e-mail notification was sent to raise an incident for the Custom Scheduler Jobs. This issue occurred for the Jobs that have encountered any error and executed for more than the specified max runtime/frequency.
  • An Alert was not triggered due to some error, and no e-mail notification was sent to raise an incident for the Custom Scheduler Jobs. This issue occurred for the configured Jobs that have executed without any error earlier and failed to run again on the specified run-time interval.

Now, the alert is triggered, and an appropriate e-mail is sent to raise an incident with the details based on the Job Category such as List of Disabled Jobs, List of Interrupted/Killed Jobs, List of Running Jobs, and List of Jobs Configured but not Running.

If e-mail parsing is enabled to parse the alert and the incident will be logged accordingly.

Note:

The below-listed points are applicable only for List of Jobs Configured but not Running:

  • If the Job is not running and the frequency/max runtime is less than 30 mins, then the system doesn't send an alert for 3 intervals and sends it for the 4th interval.
  • If the Job is not running and the frequency/max runtime is more than 30 mins, then the system doesn't send an alert for 2 intervals and sends it for the 3rd interval.

Known Issues

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

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).

   

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