Splunk® IT Service Intelligence

Release Notes

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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 4.13.0 has the following known issues and workarounds.

Adaptive Thresholding

Date filed Issue number Description
2023-04-26 ITSI-29672 KPI preview fails to render sometimes

Workaround:
NA
2023-01-03 ITSI-27867 In Adaptive Thresholding Clicking on apply button shows any warning as errors in UI.
2022-08-23 ITSI-25903 Threshold Template Sync Fails with Empty Alert Values in threshold template

Backup/Restore and Migration Issues

Date filed Issue number Description
2022-09-15 ITSI-26204 ITSI Default Scheduled Backup taking hours to complete after upgrade to 4.11.5 (it used to be minutes)

Workaround:
* Run the below curl command to delete the entry in the collection Template:Itsi migration status

{noformat}curl -ku admin https://localhost:8089/servicesNS/nobody/SA-ITOA/storage/collections/data/itsi_migration_status -X DELETE{noformat}

Notable Events

Date filed Issue number Description
2023-06-29 ITSI-31192 All Events tab does not render default columns if they are not present in NEAP JSON definition

Workaround:
# Use the latest ITSI Backup file to edit the NEAP JSON definition and remove the property Template:All events columns and restore the backup.
  1. Go to Episode Review page and add back all the desired columns
2023-02-08 ITSI-28707 Color for custom severity is not displayed correctly in Correlation Search Builder, Notable Event Aggregation Policy Editor and Episode Review page
2023-01-16 ITSI-28046 Alert action configuration UI not loaded in ITSI when the count of alert actions exceed 30

Workaround:
Keep the count of alert actions in the instance below 30
2023-01-12 ITSI-28015 The episode link in "Share Episode" does not get updated in right click menu
2022-12-11 ITSI-27640 Event Analytics Monitoring dashboard does not list all NEAP

Workaround:
in Event Analytics Monitoring Dashboard → Aggregation Policy panel → Edit → edit the Aggregation policy search under Dynamic Options:

{noformat}| rest servicesNS/nobody/SA-ITOA/event_management_interface/notable_event_aggregation_policy splunk_server=* report_as=text

 | spath input=value path={}.title | spath input=value path={}._key | rename {}.title as title 
 | rename {}._key as key | eval zipped=mvzip('key', 'title') | mvexpand zipped | eval zipped=split(zipped, ",") 
 | eval itsi_policy_id=mvindex(zipped,0), policy_title=mvindex(zipped, 1)

{noformat}

2022-12-06 ITSI-27595 Actions Rules field names in UI not keeping the upper case upon save
2022-06-07 ITSI-24488 Rules engine search fails to start after upgrade to ITSI 4.13.0

Workaround:
Move the jackson-core-2.10.0.jar and jackson-annotations-2.10.0.jar to the .bkup folder under $SPLUNK_HOME/etc/apps/SA-ITOA/lib/java/event_management/libs directory.
2022-05-21 ITSI-24325 Error Message states, "One or more peers are down. Indexer cluster status may not be healthy" since ITSI upgrade

Notable Event Aggregation Policies

Date filed Issue number Description
2023-06-29 ITSI-31192 All Events tab does not render default columns if they are not present in NEAP JSON definition

Workaround:
# Use the latest ITSI Backup file to edit the NEAP JSON definition and remove the property Template:All events columns and restore the backup.
  1. Go to Episode Review page and add back all the desired columns
2023-02-08 ITSI-28707 Color for custom severity is not displayed correctly in Correlation Search Builder, Notable Event Aggregation Policy Editor and Episode Review page
2023-01-16 ITSI-28046 Alert action configuration UI not loaded in ITSI when the count of alert actions exceed 30

Workaround:
Keep the count of alert actions in the instance below 30
2023-01-12 ITSI-28015 The episode link in "Share Episode" does not get updated in right click menu
2022-12-11 ITSI-27640 Event Analytics Monitoring dashboard does not list all NEAP

Workaround:
in Event Analytics Monitoring Dashboard → Aggregation Policy panel → Edit → edit the Aggregation policy search under Dynamic Options:

{noformat}| rest servicesNS/nobody/SA-ITOA/event_management_interface/notable_event_aggregation_policy splunk_server=* report_as=text

 | spath input=value path={}.title | spath input=value path={}._key | rename {}.title as title 
 | rename {}._key as key | eval zipped=mvzip('key', 'title') | mvexpand zipped | eval zipped=split(zipped, ",") 
 | eval itsi_policy_id=mvindex(zipped,0), policy_title=mvindex(zipped, 1)

{noformat}

2022-12-06 ITSI-27595 Actions Rules field names in UI not keeping the upper case upon save
2022-06-07 ITSI-24488 Rules engine search fails to start after upgrade to ITSI 4.13.0

Workaround:
Move the jackson-core-2.10.0.jar and jackson-annotations-2.10.0.jar to the .bkup folder under $SPLUNK_HOME/etc/apps/SA-ITOA/lib/java/event_management/libs directory.
2022-05-21 ITSI-24325 Error Message states, "One or more peers are down. Indexer cluster status may not be healthy" since ITSI upgrade

Glass Table

Date filed Issue number Description
2023-09-11 ITSI-32016 upgade from ITSI 4.11.5 -> 4.13.0 trigger errors on glasstables
2023-01-10 ITSI-27969 Ad hoc search should work properly even if we add it after deleting the existing the kpi data source from the visualization

Workaround:
Remove the value of options field from glass table source code in visualization when you delete the KPI data source and add adhoc data source in same visualization.
2023-01-05 ITSI-27886 splunk.markdown adds unexpected background colour and text colour when leading spaces are used in text
2022-07-29 ITSI-25262 Font size adjustments and drilldowns for text are not working properly for glass tables after upgrading to ITSI 4.13.1

Workaround:
Issue 1: The font size is not adjustable.

Font size can be adjusted in splunk.markdown at some level with use of the H button from the UI.

# Heading level 1 ## Heading level 2 ### Heading level 3

Issue 2: Drilldown is not supported.

A custom URL can be used in splunk.markdown in place of the drilldown.

2021-12-17 ITSI-20748 Service Swapping weirdness on Glass Table

KPI Base Searches

Date filed Issue number Description
2022-10-05 ITSI-26497 app/itsi/kpi_base_searches_lister error

Workaround:
N/A
2022-08-23 ITSI-25903 Threshold Template Sync Fails with Empty Alert Values in threshold template
2022-07-18 ITSI-25037 'Add Metric' option not working for metric type search in KPI Base search creation
2022-05-24 ITSI-24346 KPI Reports Incorrect Values due to Auto-Generated Entity Filtering Logic

Workaround:
Removing the "extra" search_type= comparator before executing the KPI search again with the (edited) auto-generated entity filter returns expected results.

Without doing so, not all expected fields and rows are always present

KPI Search Calculation

Date filed Issue number Description
2023-02-24 ITSI-28886 mod_time and retirable appear as a metric_name in itsi_summary_metrics and unnecessarily creates extra datapoints
2022-05-24 ITSI-24346 KPI Reports Incorrect Values due to Auto-Generated Entity Filtering Logic

Workaround:
Removing the "extra" search_type= comparator before executing the KPI search again with the (edited) auto-generated entity filter returns expected results.

Without doing so, not all expected fields and rows are always present

2022-04-28 ITSI-23284 Deleted KPI lanes still showing in deep dive when the URL is refreshed.
2022-04-21 ITSI-23110 When summary index has huge data KPI edit workflow takes a long time from Step-1 to Step-2.

Maintenance Window

Date filed Issue number Description
2022-02-17 ITSI-22148 Unauthorized user can access maintenance window detail view for an existing maintenance window

Performance

Date filed Issue number Description
2023-04-26 ITSI-29672 KPI preview fails to render sometimes

Workaround:
NA

Role Based Access Controls

Date filed Issue number Description
2022-07-13 ITSI-24979 In Alerts and Episodes, users can view and access all saved episode review pages in 'Show Alternate Views' collapsible panel and can also delete any view of other users that is private

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.
2022-10-07 ITSI-26544 Service Analyzer returns no data because join_kpi_info macro's sub search hits the 50K limit

Service Health Score

Date filed Issue number Description
2022-09-28 ITSI-26376 Large number of KPI caused the service_health_metrics_monitor sub search to hit the 50000 default limit, causing discrepancies in values in Service Health Score alert_level in itsi_summary_metrics versus itsi_summary indexes.

Workaround:
Increase the limits.conf to adjust to the total number of KPIs in the subsearch of service_health_metrics_monitor. See example for a customer with 50000-70000 KPI objects.

{{[join] }} Template:Subsearch maxout = 75000 {{#default was 50000 }} {{[searchresults] }} Template:Maxresultrows = 75000 {{ # default was 50000}}

Service Templates

Date filed Issue number Description
2022-10-18 ITSI-26757 Refresh queue is overriding base service template object while linking the service to it for more than 15 concurrent service creation.
2022-08-23 ITSI-25903 Threshold Template Sync Fails with Empty Alert Values in threshold template

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

2022-12-06 ITSI-27586 EA Smart Recycling in retention policy not considering all end status in case of custom configurations
2022-09-06 ITSI-26046 NumberFormatException causing Episodes to remain unbroken when NEAP is time-based and Episode Severity set to Same as Highest Severity

Workaround:
The customer will be able to manually close the episodes.

IMPORTANT: the outputlookup command is dangerous when used with the kvstore. It will overwrite the contents of the entire kvstore collection with the search results if the Template:Append=true flag is not set. The customer should make a backup before running the command.

Search to generate the objects to push to kvstore. Please run this search for the past 30 days.

{noformat}`itsi_event_management_group_index` | stats latest(owner) as owner, latest(severity) as severity, latest(status) as status, latest(itsi_instruction) as instruction by itsi_group_id | eval index_owner=owner, index_severity=severity, index_status=status, event_identifier_hash=itsi_group_id | fields index_owner, index_severity, index_status, itsi_group_id, instruction, event_identifier_hash | eval _key=itsi_group_id | lookup itsi_notable_group_system_lookup _key OUTPUT mod_time | lookup itsi_notable_group_user_lookup _key OUTPUT owner severity status | search NOT status=* AND mod_time=* | eval owner=index_owner, severity=index_severity, status=index_status, object_type="notable_group_user" | fields - index_owner, index_severity, index_status

{noformat}

If results look correct append the following Template:Outputlookup command and re-run search:

{noformat}| outputlookup itsi_notable_group_user_lookup append=true key_field=itsi_group_id{noformat}

This search should ideally update these Episodes:

"2a617192-1858-4219-aba8-ed7b777f3035" "ad3ec87e-05c2-4b1c-8ca9-c854ac6f6725" "ccfa9689-a4e8-460e-a001-45e6891361a8"

2022-08-09 ITSI-25749 Vital metrics data doesn't populate when there are more than 100 entities in ITSI
2022-07-12 ITSI-24964 ITSI Searches ("Date Range", "Date & Time Range") do not honor auto-generated values; new Real-time search option fails (tstats not supported in a real-time search)

Workaround:
For Date & Time selections: manually enter/replace any portion of the auto-filled date for both start and end dates (even if replacing with the same value); or, select date from the calendar dropdown.

For Date selection only: No workaround found so far.

2022-05-03 ITSI-23408 Expiring ITSI licenses don't revert ITSI to ITE-W when the Splunk license is expired
2022-05-02 ITSI-23325 Upgrade Readiness Dashboard can take over a minute to load.

Workaround:
To find the results of the most recent precheck, use this search with the time range set to 24 hours (or the interval of the precheck job if it has been customized):

{noformat}index=_internal source=*itsi_migration_utility.log sourcetype=itsi_internal_log transaction_id {noformat}

The search results should show the results of 14 prechecks and the object ids of any objects that fail any of the prechecks.

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.

2019-05-30 ITSI-3322 If you add a correlation search in ITSI which contains a sub-search returning into an eval, you get a message "Invalid search string: This search cannot be parsed when parse_only is set to true."

Workaround:
You can't use a sub-search returning into an eval in a correlation search. As a workaround, create and save a basic correlation search with all of the information you want outside of the search. Then as an admin user, go to Settings > Searches, reports, and alerts and open the correlation search you just created. Add the sub-search you were trying to add there.

All ITSI Modules

Publication date Issue number Description
2017-03-21 ITOA-7585 When you bulk add services and an error caused by the racing condition occurs, the incorrect message "itsi_module does not exist" is displayed.
2017-03-07 MOD-979 KPIs do not have consistent backfill settings across all modules.
2017-01-17 MOD-452 The Analyze KPI button on the Service Details page is broken.
2017-01-17 MOD-402 The Export to PDF option does not work in the drilldown to a module.
2017-01-17 MOD-296 The extendable tab XML generator REST endpoint is located in DA-ITSI-OS instead of in common components where it can be used by all modules.
2017-01-17 MOD-591 ITSI displays a misleading error message when a KPI template contains a field that cannot be resolved.
2017-01-17 MOD-498 There is no upper limit to the number of characters a KPI title or description can contain. Long strings can negatively affect performance.
2017-01-17 MOD-309 The Gruntfile.js included in ITSI modules uses double quotes instead of single quotes, which does not conform to the standard for all JavaScript files.
2017-04-17 MOD-2002 When you drilldown from the Events tab, an "Invalid earliest_time" error occurs.


Workaround:
Disable drilldown from the Events tab.

2017-01-17 MOD-439 Some modules do not have descriptions for saved searches.

Application Server Module

Publication date Issue number Description
2017-01-27 MOD-492 If you reuse the same panel within a dashboard, the duplicate panel does not display any event data.

Cloud Services Module

There are no known issues for this release.

Database Module

Publication date Issue number Description
2017-01-17 MOD-586 When a lookup is not configured for TA-Microsoft-SqlServer, ITSI displays a misleading error message on the server drilldown page.

End User Experience Module

There are no known issues for this release.

Load Balancer Module

Publication date Issue number Description
2017-01-27 MOD-492 If you reuse the same panel within a dashboard, the duplicate panel does not display any event data.

Operating System Module

Publication date Issue number Description
2017-04-13 MOD-555 The Storage Free Space % base search runs every minute while the Linux df command runs every 5 minutes. This causes data gaps.
2017-04-10 MOD-1964 Windows data for memory free space is collected at different intervals than the Memory Free % KPI.
2017-01-17 MOD-1398 Line, stack, and area charts do not display a metric gap when no metrics are available during a time period.

Storage Module

There are no known issues for this release.

Virtualization Module

There are no known issues for this release.

Web Server Module

Publication date Issue number Description
2017-03-17 MOD-320 Some KPI ad hoc searches transform data with the stats command and do not retain time fields. The KPIs do not render anything and do not show thresholding details.
2017-03-17 MOD-538 When you add a new tab with panels and refresh the page, the page breaks.
Last modified on 12 January, 2024
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This documentation applies to the following versions of Splunk® IT Service Intelligence: 4.13.0


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