Customer Fixed Issues and Known Issues Denali SP1 HF15

94786 

While generating the INCIDENT FEEDBACK REPORT, an error message “Oops! An error occurred” was displayed on the report page. 

Prerequisites: 

1. Click Reports > Incident Management > Incident Feedback Report. 
2. Click Filters and select Tenant. 
3. Select the period for which you want the report and make sure you select more than one month. 

The INCIDENT FEEDBACK REPORT is generating successfully. 

Parent Incident was not accessible, and it was navigating to the error page.

Prerequisites:

1. Navigate to Admin > Infrastructure > Tenant. Select the preferred Tenant. Select Incident Management under MODULES Click CONFIGURE DETAILS and disable View Other Workgroup Incidents under For Analysts section.
   
   
2. Navigate to Incident > Others > Auto Work Order Configuration to create auto Work Order configuration for a category. Raise an incident for the category. Work Order is also created.
   
   
3. Log in as an Analyst for whom the parent incident's 'Workgroup' is inaccessible.
   
   
4. Go to Incident > User > Manage Incidents > Work Order The Work Order List page is displayed. Select the Work Order ID. Go to Relationship tab. Click on Parent incident id.

Parent Incident is navigating to the Incident list page with the following message:

“You do not have Workgroup access to view this incident #".

Resolved and Closed incidents were also listed in RELATIONSHIP pop-up page.

Prerequisites:

Incidents must be present in Resolved/Closed status.

Steps to reproduce the issue:

1. Navigate to Incident > Manage Incidents > Incident List. Click on the Incident ID. The Incident ID Details page is displayed.
   
   
2. Click on the RELATIONSHIP tab. Select the Incident option from the Link drop-down list. The RELATIONSHIP pop-up page is displayed. Click SEARCH.

Resolved and Closed incidents are not listed in RELATIONSHIP pop-up page.

Service Category icons were not visible only in the list view. Category icons were visible in tile and carousel view. 

The issue was seen only with NTID login to the application.  

Precondition: 

Login to the application with NTID. 

Prerequisites: 

1)Navigate to Request > User > New Service Request. 

2) Click the desired Tenant. 

3) Click List view. 

95044

Prerequisites:

1. Navigate to Reports > Incident Management > New Report.
2. Create an Izenda 7 report.
3. In the Report section, open the created Izenda7 report.
4. Click on dropdown arrow present in Excel icon.

New dashboards like Change Management or CMDB any dashboards and Edited dashboards were not saved. 

The issue was observed with different dashboard edits and creations.

94276

The system was displaying an error while accessing the Hardware Discovery tab of a Fixed asset from Asset Inventory page.

Prerequisite:

1. There should be assets in the application with Hostname having single quote character in it. For example, Hostname: Dell’s.

Steps:

1. Navigate to Asset > User > Manage Assets > Asset Inventory > Fixed Asset > Select a tenant.

2. Click any Asset status hyperlink.

3. Click any Asset ID of the asset where the Hostname of the asset has a single quote character.  

4. The selected asset details are displayed in tabs. Select Hardware Discovery tab.

Hardware Discovery tab does not display any error after the resolution.

95282 

When Asset List By Attribute Report was accessed where ‘All’ categories were selected in the FILTERS popup, the system was displaying a warning message, ‘Oops! An error occurred'.    

Steps:  

1. Navigate to Reports > Asset Management > Select Asset List By Attribute Report from the dropdown.  
2. Click Filters. Select Tenant and Attribute. 
3. Select the value 'ALL' from Category.   
4. Click SUBMIT. 

Asset List By Attribute Report is displayed successfully without any Oops error.  

Prerequisites: 

1. Maker-Checker tenant level configuration should be enabled for the Deallocation process. 
2. There should be fixed assets in the inventory with the status ‘In Store’.  

Steps:  

1. Log in to the application as an Analyst. 
2. Allocate an ‘In Store’ fixed asset from the inventory to a user. 
3. Deallocate the same asset from the inventory. 
4. Log in as a Checker. 
5. Approve the deallocation of the asset. 
6. Log in again as an Analyst. 
7. Navigate to Asset > User > Manage Assets > Asset Inventory > Fixed Asset > In Store > Select the Asset ID of the above in-store asset.  
8. Click ALLOCATE in the Actions panel.  
9. Check the status of the fixed asset. 

92996 

The end user was not receiving Asset expiry alert mails on all days from the date to the date for which it was configured, post upgradation of the Summit application. 

Steps:  

1. Navigate  to Asset > Configuration > Others > Asset Alert Configuration > Select a Tenant > Click Add New in the Actions panel. 
2. Select Custom Type in Alert Type drop-down. 
3. Select Asset Type and enter Alert Name. 
4. Enter a numeral in Alert in Advance (in days) field. For example, 10. 
5. Enter the required values in the rest of the fields. 
6. Select value(s) in the Mapping Column to map the Asset type(s) to the Date field as per the requirement. For example, select ‘Warranty end date’ for Laptop. 
7. Click SUBMIT. 

The Expiry alert feature has been modified from Denali SP2 version onwards. As per the current design, the end user(s) will receive alert mail only on the day configured for the same. 

However, this feature can be toggled to the previous functionality of receiving alert mails from the configured day in advance to the date on the mapped date field, in effect, for a configured duration of time. To achieve this, enable a database level configuration: 

 Set the value of ‘AM_DaysToAlertMail_TillExpiry' in ‘Summit_config’ Table to ‘1’. By default, this value is set to 0. 

Sample Script:  

update dbo.Summit_config 

set Config_Val=0 where Config = 'AM_DaysToAlertMail_TillExpiry' 

As per the default setting, the alert mail will be sent only once to the configured email address(es) exactly before the configured number of days from the date which is configured for.  

According to the example given in the Issue Scenario, an alert mail will be sent only once, 10 days in advance, from the ‘End warranty date’ for laptops (as per the default setting). 

93610 

Unable to simultaneously add multiple devices or bulk add devices in Network Edit View 

1. Click Operations > Views > Network Edit View 
2. Switch to Draw View 
3. Click on Add Device 
4. Select Tenant & Job 
5. List of Available Devices populates. 

When one of the host device name contains more than 50 characters, then submission of the device does not take effect.  

Host Device name character length has been expanded to 200 characters. Bulk add in Network Edit View works as desired.  

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. (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).

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).

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.

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)

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).