Feature released in SummitAI IT Service Management (Denali SP1, Problem Management)
What's New?
Earlier, there was no option to capture risks in the Problem Management module. As a result, the Analysts were not able to assess the risk associated with Problem Records (PR). Now, the Administrator can configure the level of risk, and the Analysts can specify these risks for the Problem Records (PR).
Business Benefits
Now, the Analysts can take necessary measures based on risk defined for the PR.
UI Changes
UI changes are made on the following pages:
Problem Management menu
A new menu item, Risk configuration is added for the Problem Management module. For information on Risk configuration, see Configuration.
Figure: Problem module - New configuration
Figure: RISK page
Figure: RISK LIST page
PROBLEM RECORD page
A new field Risk is added on the GENERAL tab of the PROBLEM RECORD page. The Analysts can now select the Risk for the Problem Records.
Figure: PROBLEM RECORD page
PROBLEM RECORD LIST page
The Analyst can now view the Risk value on the PROBLEM RECORD LIST page when Risk column is configured on the CONFIGURE COLUMN pop-up page.
Figure: PROBLEM RECORD LIST page
FILTERS pop-up page
A new filter criteria Risk is added on the FILTERS pop-up page. The Analysts can now filter Problem Records on the PROBLEM RECORD LIST page by selecting Risk field value.
Figure: PROBLEM RECORD LIST page - FILTERS pop-up page
CONFIGURE COLUMNS pop-up page
The Risk column is added on the CONFIGURE COLUMN pop-up page. The Analysts can now configure the columns to display the Risk value on the PROBLEM RECORD LIST and APPROVE PROBLEM RECORD pages. 
Figure: CONFIGURE COLUMNS - PROBLEM RECORD LIST page
Figure: CONFIGURE COLUMNS - APPROVE PROBLEM RECORD LIST page
Anchor Configuration Configuration
Configuration
| Configuration | |
| Configuration |
The Administrator must configure the risks for a particular Tenant on the RISK page (Problem > Configuration > Risk). For more information, see Configuring Risk.