Feature released in SummitAI IT Service Management (Denali SP1, Problem Management)

What's New?

Earlier, there was no Deadline configuration in Problem Management. As a result, the users were able to specify different SLAs for the same type of Problem Records (PRs). Now, the Administrator can configure the RCA Deadline or Resolution Deadline for a combination of the Tenant, Workgroups, Categories, Risks, Priorities, and Problem Record Type (Proactive or Reactive) on the DEADLINE CONFIGURATION page. The configured RCA and Resolution Deadlines are applied for a PR based on the selected Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type while logging, or updating the PR.

Business Benefits

The Deadline configuration specifies the duration within which the RCA (RCA Submitted, RCA Approved, or RCA Reviewed, based on the Deadline Criteria configuration) should be completed, and PR should be resolved.

Note:

The user can also manually specify the RCA Deadline and Resolution Deadline when the deadline configuration is not available for a combination of Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type.

UI Changes

UI changes are made on the following pages:

Problem Management module

A new menu item, Deadline Configuration is added under the configuration of the Problem Management module (Problem > Configuration > Deadline configuration). Using this, the Administrator can configure the RCA Deadline, Resolution Deadline, and Deadline Criteria for the problem record.

Figure: Deadline Configuration - Problem Management module

DEADLINE CONFIGURATION page

Figure: DEADLINE CONFIGURATION page

DEADLINE CONFIGURATION LIST page

On the DEADLINE CONFIGURATION LIST page, the administrator can view the field value of DEADLINE CONFIGURATION without navigating to the detail page.

Figure: DEADLINE CONFIGURATION LIST page

DEADLINE CRITERIA pop-up page

On the pop-up page, the Administrator can configure the Calculate RCA Deadline and Exclude SLA Status fields. The SLA will be paused on the PROBLEM RECORD page, when the PR status is changed to the same status, which is configured in the Exclude SLA for Status field. For more information, see Deadline Criteria configuration in Configuring Deadlines.

Note:

By default, the value in the Calculate RCA Deadline field is When RCA is Submitted.
By default, the value of the Exclude SLA for Status is Pending.

FILTERS pop-up page

This helps the user to narrow down the search result based on selected criteria.

Figure: FILTERS pop-up page - DEADLINE CONFIGURATION LIST page

PROBLEM RECORD page

On the PROBLEM RECORD page, configured RCA and Resolution deadlines are auto-applied as follows:

Scenario 1

When a deadline configuration is available for a combination of the Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type, the RCA Deadline and Resolution Deadlines are auto-applied on the PROBLEM RECORD page. For more information Deadline Configuration, see Configuring Deadlines.

RCA Deadline = Log Time + RCA Deadline Time (RCA Deadline (In Hours) value configured on DEADLINE CONFIGURATION page for the combination of the Workgroup(s), Category(s), Risk(s), Priority(s), and Problem Record Type.)
Resolution Deadline = Log Time + Resolution Deadline Time (Resolution Deadline (In Hours) value configured on DEADLINE CONFIGURATION page for the combination of the Workgroup(s), Category(s), Risk(s), Priority(s), and Problem Record Type.)
or
Resolution Deadline = RCA Deadline Time + Resolution Deadline Time (RCA Deadline (In Hours) value configured on DEADLINE CONFIGURATION page for the combination of the Workgroup(s), Category(s), Risk(s), Priority(s), and Problem Record Type.)

Note:

When the deadlines are auto-applied on the PROBLEM RECORD page, the RCA Deadline and Resolution Deadline are grayed out, and the Analyst cannot make any change in deadlines.

Scenario 2

When deadline configuration is not available for a combination of the Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type, the user has to select the RCA deadline and Resolution Deadlines.

PROBLEM RECORD page - SLA DEADLINE section
Figure: PROBLEM RECORD page - SLA DEADLINE section

Note:

The RCA Deadline is violated when RCA (RCA Submitted, RCA Approved, or RCA Reviewed) is not completed on or before RCA Deadline time. User need to select RCA Violation Reason and specify the comments if the Comment field is mandatory. For more information, see Configuring SLA Violation Reason.
The Resolution Deadline is violated when the PR is not resolved on or before the Resolution Deadline time. User need to select Resolution Violation Reason and specify the comments if the Comment field is mandatory. For more information, see Configuring SLA Violation Reason.

Impact on Existing Problem Record(s)

When a Deadline is configured for a combination of the Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type, then it applies to all the Problem Records that have the same combination of the Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type.

Caution:

The Administrator can configure the Calculation RCA Deadline value only one time to execute the script for the RCA Actual time for old PRs, that have already achieved the Calculation RCA Deadline value.

Configuration

The Administrator must configure the Deadline Configuration for a particular Tenant on the DEADLINE CONFIGURATION page (Problem > Configuration > Deadline Configuration). For more information, see Configuring Deadlines.