Splunk® IT Service Intelligence

Release Notes

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Splunk IT Service Intelligence (ITSI) version 4.11.x reached its End of Life on December 6, 2023. See the Splunk Software Support Policy for details. For information about upgrading to a supported version, see Before you upgrade IT Service Intelligence.
This documentation does not apply to the most recent version of Splunk® IT Service Intelligence. For documentation on the most recent version, go to the latest release.
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Known issues in Splunk IT Service Intelligence

IT Service Intelligence (ITSI) version 4.11.6 has the following known issues and workarounds.

Backup/Restore and Migration Issues

Date filed Issue number Description
2021-10-13 ITSI-19215 Customer is getting a lot of errors related to "Could not find object id=itsi_entity_dashboard_drilldown" after installation of IT Essentials Work

Workaround:
Upgrade to ITE-Work version 4.12 and later

Notable Events

Date filed Issue number Description
2022-12-20 ITSI-27751 Episode Review arbitrary search filter with AND & OR conditions fail to match events under certain scenarios

Workaround:
Avoid using brackets (), extra whitespaces, the operator !=, and double quotes "" in the search filter

Glass Table

Date filed Issue number Description
2023-06-11 ITSI-30879 Glass table is much slower after upgrade from ITSI 4.9.2 to 4.11.6

Workaround:
No workaround available.

KPI Search Calculation

Date filed Issue number Description
2022-04-28 ITSI-23284 Deleted KPI lanes still showing in deep dive when the URL is refreshed.

Service Analyzer

Date filed Issue number Description
2023-02-17 ITSI-28826 Changes to health score color values in threshold_labels.conf do not appear in the service analyzer.

Uncategorized issues

Date filed Issue number Description
2023-01-09 ITSI-27961 Bidirectional Ticketing Correlation Search hits "subsearch limit of 50000 reached" when the collection itsi_notable_event_ticketing has more than 50000 entries

Workaround:
# Navigate to ITSI -> Configuration -> Correlation Searches
  1. Click on Bidirectional Ticketing
  2. Paste the following search in the Search field and then click on Save. Also enable the CS if it has been disabled

{noformat}| datamodel Ticket_Management Incident search | rename All_Ticket_Management.ticket_id as ticket_id | join ticket_id [search sourcetype="snow:incident" index="<snow_index>" | where _indextime > now() - <max_lookback_time>] | lookup itsi_notable_event_external_ticket tickets.ticket_id as ticket_id OUTPUTNEW tickets.ticket_system event_id | where isnotnull(event_id) | rename tickets.* as * | eventstats values(event_id) as group_id last(ticket_system) as ticket_system by ticket_id | fields - dv_* | table * | makemv group_id | mvexpand group_id | eval bidirectional_ticketing=1, snow_hash = number + "!" + group_id + "!" + sys_updated_on | search NOT [| search index="itsi_tracked_alerts" | fields snow_hash] | dedup snow_hash{noformat}

Change the placeholders {{<snow_index>}} and {{<max_lookback_time>}} in the above search with values according to the customer's requirements

2021-09-01 ITSI-18709 ITSI redirects to suite_redirect 500 Internal Server Error - because of python library isolation between apps

Workaround:
Step 1: Identify all the splunklib directories within the splunk apps directory using command find . -name 'splunklib' | xargs -r ls -lah.

Step 2: For each directory listed in step 1, check if file six.py is present.

Step 3: Copy the six.py from an existing splunklib directory into all the missing directories.

Step 4: Clean the cached files using find . -name "*.pyc" -delete

Step 5: Restart Splunk on the ITE Work or ITSI search head.

Last modified on 11 January, 2024
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This documentation applies to the following versions of Splunk® IT Service Intelligence: 4.11.6


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