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Feature released in SummitAI Service Management (Tahoe SP3 HF01, Knowledge Management)

What's New?

In this release, you can now configure both Manual and Auto Approval for the same category and classification. Previously this was not supported, and a validation message was displayed, if you try to configure another approval type for an already configured auto approval type mapped to a Category and Classification. Also, child categories will inherit the parent category and if there are multiple parents, priority is given to Auto Approve approval type over Manual. Hence parent with Auto Approval configuration will be used for Child categories. If you have an existing Category and Classification configured for Auto Approval then you will get a validation message if you are reconfiguring Auto Approval for the same Category and Classification combination.   

Benefits

• Provision to configure different approval types (Auto and Manual) for the same Category and Classification. 
• Sub-child categories can also inherit the Approval type configured for Parent category. Priority will be given to Auto Approval over Manual. 
• Introduced a validation message informing the Analyst to select different category when Auto Approval configuration is again done for the same category/classification configuration that is pre-existing in the system.

Example

Previously, if you had already configured Manual as approval type for Network ‘Category’ and Application ‘Classification’ –, you cannot configure Auto approval type for Network ‘Category’ and Application ‘Classification’.  

From this release onwards, you can now configure another approval type as in this example, Auto Approval type for Network ‘Category’ and Application ‘Classification’. 

In addition, if two approval types (Auto and Manual) both are configured for the same Category and Classification, the priority will be given to Auto Approve and not to Manual approval. In the above example, Auto Approval type will super-seed and will be applied to Network ‘Category’ and Application ‘Classification’. 

Use Case: Multiple Child Categories 

If there are more than 1 child categories configured then it will consider the Approval type of the Parent category. To better understand this, let us take the following example. 

Following is the category hierarchy configured. For Network, Auto Approve is configured and for Switch, Manual is configured. The Switch category has 2 sub-child categories – L2 Switch and L3 Switch. The KB articles at the L2 Switch and L3 Switch – will inherit and will always give precedence to the parent which has Auto Approve configured. In this example, it will give priority and accept the category of Network approval type since it is Auto Approve. 

Example - Category Hierarchy (Parent and Child)

Network (Auto Approve) – Prioritized and Applied

         Switch (Manual)

              L2 Switch (Inherits Auto Approve)

                      L3 Switch (Inherits Auto Approve)

Use Case – Validation Added for Auto Approval with same Category and Classification 

If an existing category and classification combination is already configured for ‘Auto Approval’ and you try to create Auto Approval again for the same category and classification then you will not be able to proceed and a validation message mentioning the Category and Classification is already configured for Auto Approval is displayed. You need to configure a different Category for Auto Approval to proceed. 

Example

As shown in the following figure, ‘VPN1’ and ‘Test3’ combination is already configured for Auto Approval.  

Figure: Already configured Category and Classification for Auto Approval 

As shown in the following figure, the same category and classification is again configured for Auto Approval. 

Figure: Configuring Auto Approval for VPN Category

A validation message to select a different category is displayed, as the same category is again configured for Auto Approval. 

Configuring Multiple Approval Types

To configure multiple approval types, such as Auto Approval and Manual for same category, perform the following steps:

1. Click Knowledge from the left panel. 
2. Click Configuration > Knowledge Record Approver. 
3. Select the Tenantfrom the left panel.
   A screen is displayed with list of Approvals and categories/classification for which it is configured. Observe that Auto Approval is configured for Network Category and Application Classification already.
   
   
   Figure: Knowledge Record Approver List
   
   
4. Click ADD NEW. 
5. Select the Approval type as Manual and specify the approver name. 
6. Select the same category and classification (Network and Application) for which Auto Approval is configured. 
7. Select Approve and Published checkbox. 
8. Click Submit.
   
   
   Figure: Configure another approval type for same category and classification
   
   

9.  On the Show List page, you now have Manual Approval type also configured in addition to Auto Approve for the same category and classification as shown in the following figure.
   
   

   Note
   Priority will be given to Auto Approval over the Manual Approval for the same categories and classification configured.

   
   
   Figure: Different Approval types configured for same category and classification