Self-Service Application Client (SSA) - Limitations

AlexaVonTess 2019-07-15 12:52:53 UTC #8

What would a time line be on correct this, as this is pretty poor. The Post-Action tab is totally ignored. Even though we have a Restart option selected, the pop-up doesn’t even offer an option to Reboot. They are simply presented with this:

rgangemi 2019-07-15 13:35:17 UTC #9

Strange. That message is shown when the action completes but you should also see the messages for the post-action if you selected those. Maybe open a case and have support look at it ?

Rosario.

AlexaVonTess 2019-07-15 13:50:16 UTC #10

I’ll see if I can add it to the case I already have open for the other issues: (HCL Case: CS0019907)

There seems to be an awful lot of issues with the SSA that would have been identified on even some basic testing. I would be happy to speak with an L3 person on the phone and just go over this all. Maybe something is being missed somewhere.

rgangemi 2019-07-15 13:56:54 UTC #11

OK.
FYI - we did some tests on our personal environments but could not reproduce your issue.

AlexaVonTess 2019-07-15 14:04:02 UTC #12

Tell me what you need and I’ll provide. I tested this with a single fixlet and a baseline; same result for both. We are using a preset with the following configured:

Messages tab:

Post-Action tab:

rgangemi 2019-07-15 14:35:48 UTC #13

We did test with the setting as yours and in our environment [SSA 3.0.2 (latest) and platform 9.5.11] it works. So I suggest to add this to the existing case and do a troubleshooting session with support.

AlexaVonTess 2019-07-15 14:53:32 UTC #14

Yes. I’m using SSA 3.02 and 9.5.12. Note that I’m not configuring anything in the Offer tab of the action. We also used to use the Client UI, so if regkey setting for that would throw off these results, that would be helpful to know.

rgangemi 2019-07-15 15:40:53 UTC #15

Yes, and that is what the support team should help you with by troubleshooting the issue you are experiencing.

AlexaVonTess 2019-07-16 11:37:29 UTC #16

I often think I’m going crazy because I knew that I saw the restart in earlier testing. So I tested on Win7 and get what would be expected. I’ll try again on some Win10 OS’s and see what’s going on.

UPDATE: I figured out the “bug” (if you’re able to confirm that would be helpful). The issue is not with the OS but rather in keeping the SSA open. In other words, if I click GET and keep the SSA full GUI open, the reboot message appears (along with the Completed message). If I click GET and close the SSA, I only get the Completed message. I’ll update the ticket.

rgangemi 2019-07-16 13:19:21 UTC #17

Thanks for this additional input and test. We’ll do a test and try to confirm/deny the behavior you are observing.

rgangemi 2019-07-16 13:32:47 UTC #18

We (thanks @lgimondo ! ) run few more tests and found the combination that generates the wrong behavior, so this is a bug. The wrong behavior is generated only if the combination is “pre message + running message + post message” AND “on Win7”, on Window 10 it works fine in our tests.
Thanks a lot for the time you dedicated to nail this down ad we’ll appreciate if you could add this comment to the case you have open.

Rosario.

AlexaVonTess 2019-07-16 13:46:42 UTC #19

I can add it to the case but it is not working fine on Windows 10. If I close the SSA GUI I do not get the message to reboot.

UPDATE: So I did confirm with Win10 at least that when I uncheck “Display message while running action” in my preset, leaving everything else, I do see the reboot pop-up even when the SSA GUI is closed.

lgimondo 2019-07-16 14:11:48 UTC #20

you are right, the issue occurs also on Win10. The scenario is :
pre message + running message + post message and close SSA gui after having pressed Get button on the Required tile.

thanks for finding this.

UPDATE: Post Action popup is shown after 1 hour instead of after action completion

AlexaVonTess 2019-07-17 11:51:15 UTC #21

Can we add another one? User get NO indication of an Offer when “Notify users of offer availability” is selected. Message “Display message before running action” has information in it; there is no configuration for “Display message while running action”.

I’m sitting here waiting to test and the status in the Console shows downloading. I finally open up the SSA on the client only to see the app waiting there.

Update: I’m afraid I’m going to have to remove the SSA and put the Client UI back on. I tried another deployment using a preset we’ve always used. The job has long finished but the “Running” message pop-up is still on the screen.

I rather not revert back but what is the likelihood that a fixed version will be available in a reasonable time frame? Its a standalone application, correct? It doesn’t necessarily rely on the BES infrastructure version.

lgimondo 2019-07-17 16:40:56 UTC #22

User get NO indication of an Offer when “Notify users of offer availability” is selected

Notifications of offer availability are based on operating system notification component. By default on Windows 10 they are shown for 5 seconds and than they disappear. Is it your case?

Message “Display message before running action” has information in it; there is no configuration for “Display message while running action”.

If I correctly understand you are sending an Offer that is also a Required Action (aka Display Message before running message). If so, which is the use case you want to address ? I would expect to send an Offer or alternatively a Required Action. Sending together, the end user after having accepted the Offer must accept again the action to start the execution.

The job has long finished but the “Running” message pop-up is still on the screen.

I do not reproduce this, I think some troubleshooting is needed with the case you opened.

what is the likelihood that a fixed version will be available in a reasonable time frame? Its a standalone application, correct? It doesn’t necessarily rely on the BES infrastructure version.

SSA is a standalone application and fixed version will be available in a reasonable time frame with different schedule from BES infrastructure.

AlexaVonTess 2019-07-17 17:54:47 UTC #23

I’ve tried on a few systems. A blank Action with Offer configured. No pop-up for any amount of time. If you think it is an OS issue, I’ll have to perform more testing/research.

Your assumption is correct, but I tired without the Message tab configured as well and there was still no “Notify user”. This perhaps is where the confusion is with regards to SSA. You’re saying Offer OR Message; not both. But Message is where deadlines are set, so I’m still confused.

Yes, there is a lot more verification that needs to be done to make the issue reproducible. I haven’t been contact by support since opening the ticket several days ago.

I hate to add another one but we have a few user who are saying that the GET and LATER options are not even available, and the Action on the Console shows “Pending Message” and the log shows ActionLogMessage: (group:221862,action221872) Action signature verified for Downloads. I have collect the logs for support if/when they call me, but if there is other helpful information, I can start to collect as I come across these. I can say that we uninstall SSA on those hosts and it seems to start processing correctly.

Thanks for the efforts!

rgangemi 2019-07-18 08:32:28 UTC #24

Thanks for all the feedback and help.
I would suggest to continue via the case that was opened and report the outcome in this forum.

AlexaVonTess 2019-07-18 09:24:27 UTC #25

Yes. I’ll be writing up what we’ve been seeing and providing the client logs as well as the exported actions.

rgangemi 2019-07-18 11:33:31 UTC #26

Thanks a lot for your continued help with this !

AlexaVonTess 2019-07-18 12:55:59 UTC #27

I’m what I guess they are now calling a “BigFixer”. My dream is someday to be hired by HCL to test/verify most aspects of the product. I’m a good bug finder.