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Read Complete Release Notes

Feature released in SummitAI IT Service Management (Denali SP1 HF01, Incident Management, Service Request Management, Change Management, and Problem Management)

What's New?

Now, as a part of enhancement, the Information Panel, Filters, and Configure Columns sections on the list pages are redesigned. Additionally, the scope of the functionalities is extended for improved usability.

  • Incident List Page (Incident > User > Manage Incidents > Incident List)

    Expand
    titleSee Screenshot

    Incident List page - Tabular View
    Figure: Incident List page - Tabular view

    Incident List page - Tile View
    Figure: Incident List page - Tile View

  • Service Request List Page (Request > User > Manage Service Requests > Service Request List)

    Expand
    titleSee Screenshot

    Service Request List page - Tabular View
    Figure: Service Request List page - Tabular view

    Service Request List page - Tile View
    Figure: Service Request List page - Tile view

  • Change Record List Page (Change > User > Change Record List)

    Expand
    titleSee Screenshot

    Change Record List page - Tabular View
    Figure: Change Record List page - Tabular view

    Change Record List page - Tile View
    Figure: Change Record List page - Tile view

  • Problem Record List Page (Problem> User > Problem Record List)

    Expand
    titleSee Screenshot

    The Filters and Configure Columns are removed from the ACTIONS panel and added on the top of the Problem Record List page. Also, the icon for ADD NEW action item is redesigned.

    Problem Record List page - Tabular view
    Figure: Problem Record List page - Tabular view

    Problem Record List page - Tile view
    Figure: Problem Record List page - Tile view

Various Sections of the Page

This section explains the various sections of the Incident List, Service Request List, Change Record List, and Problem Record List pages.

Section 1

Incident List Page - Information Panel 

The information panel displays the following information about Incidents that belong to your Workgroup or Assigned Workgroup:

  • Total Incidents: Click the Total Incidents count to view all the Incidents on the Incident List page.
  • Open Incidents: Click the Open Incidents count to view only the Open Incidents on the Incident List page.
  • Resolved Incidents: Click the Resolved Incidents count to view only the Resolved Incidents on the Incident List page.
  • Current Month Open Incidents: Click the Current Month Open Incidents count to view only the Current Month Open Incidents on the Incident List page.
  • Response SLA Met: Click the Response SLA Met count (percentage number) to view the Incidents that met the Response SLA on the Incident List page.
  • Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Incidents that met the Resolution SLA on the Incident List page.


Figure: Incident List page - Information Panel

Service Request List Page - Information Panel 

The information panel displays the following information about Service Request that belong to your Workgroup or Assigned Workgroup:

  • Total Service Requests: Click the Total Service Requests count to view all the Service Requests on the Service Request List page.
  • Open Service Requests: Click the Open Service Requests count to view only the Open Service Requests on the Service Request List page.
  • Resolved Service Requests: Click the Resolved Service Requests count to view only the Resolved Service Requests on the Service Request List page.
  • Current Month Open Service Requests: Click the Current Month Open Service Requests count hyperlink to view only the Current Month Open Service Requests on the Service Request List page.
  • Response SLA Met: Click the Response SLA Met count (percentage number) to view the Service Requests that met the Response SLA on the Incident List page..
  • Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Service Requests that met the Resolution SLA on the Incident List page.


Figure: Service Request List page - Information Panel

Note
titleNote:
  • The Administrators can disable the Information Panel by deselecting the Enable Information Panel On Incident/Service Request List check box on the APPLICATION SETTINGS page.
  • There is no Information Panel for Change Record List page and Problem Record List page.

Click  icon to view Filter, View and ConfigureColumns fields.


Figure: Incident List page (View, Filter, and Configure Columns)


Figure: Service Request List page (View, Filter, and Configure Columns)


Figure: Change Record List page (View, Filter, and Configure Columns)


Figure: Problem Record List page (View, Filter, and Configure Columns)

Section 2

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate or compare to one another. The newly introduced filter operators help to narrow down your results in a short amount of time, and it provides more flexibility to the users.

The following table describes the list of operators and a short description against each of them. 

NameOperator Function
Equal to=Find an exact match with the value
Greater than>Find a match where the numerical value is greater than the value entered.
Greater than or equal to>=Find a match where the numerical value is equal or greater than the value entered.
Less than<Find a match where the numerical value is less than the value entered.
Less than or equal to<=Find a match where the numerical value is equal or less than the value entered.
BetweenBetweenFind a match where the numerical value is between the first and second value inclusive
ContainsContainsFind a match which contain somewhere this value.
Not Equals!=Find a match that should not equal (exactly), the value entered.
Is one ofINFind matches where one of the following items applies.
Is not one ofNOT INFind matches where one of the following items does not apply. 

View

An Analyst can create or delete views from Tabular view or the Tile view. By selecting a view, the analyst can view a set of records that meet the filter criteria defined in that view.

Creating a New View:

To create a new view, user needs to define Filter conditions and Configure Columns:

Adding Filter Conditions:

A condition consists of the following parts:

  • Field: Each field is a column in the table.
  • Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.

  • Value: Each field has its own set of valid values determined by the field type and operator.

    Note
    titleNote:
    • In the Field drop-down the analyst can view the following groups.
      • User Attributes
      • Standard Attributes
      • Date
      • Custom Fields
      • Additional Attribute (applicable only for Change Management and Problem Management)

    • The following table describes the Field Types and Operators.

      Field Type OperatorSample ValueExpected ResultsDefault Operator
      Drop Down, User Search Control, Search Control, and Tree View (Example: Status)=PendingDisplay all the tickets in Pending status.=
      !=PendingDisplay all the tickets other than Pending tickets.
      INPending, In-ProgressDisplay all the tickets in Pending and In-progress status.
      NOT INPending, In-ProgressDisplay all the tickets other than Pending and In-Progress status.
      Numeric and Date (Example: Incident ID)=2345Display only the ticket 2345.=
      IN93458, 93460

      Display the tickets with ID 93458 and 93460.

      Note: This Operator not applicable for Date field type.

      <2345Display all tickets Less than 2345.
      >2345Display all tickets greater than 2345.
      <=2345Display all tickets less than or equal to 2345.
      >=2345Display all tickets greater than or equal to 2345.
      Between93458 and 93460

      Find a match where the numerical value is between the first and second value inclusive.

      EX: (93458, 93459, and 93460)

      Radio Button and Check box 

      (Example: Response SLA Violation)

      		=

      Example:

      Tenant = IT

      Response SLA Violation = Yes

      		Display Response SLA Violated tickets of IT tenant.=

      Text Area 

      (Example: Symptom)

      		Contains

      Example: 

      Tenant = IT

      Symptom Contains Microsoft

      Display IT tenant tickets where Symptom Contains Microsoft.

      Note: The users can search for a combination of keywords using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

      		Contains
    • The Analyst can filter the Change Records and Problem Records based on Custom Attributes.

    • The Analyst can select date and time in the following fields:

      Page NameFields
      Incident List Page
      • Log Time
      • Updated Time
      • Resolved Time
      • Closed Date
      • Updated Since (In Days)
      • Pending For (In Days)
      Service Request List Page
      • Log Time
      • Updated Time
      • Resolved Time
      • Updated Since (In Days)
      • Pending For (In Days)
      Change Record List Page
      • Updated Since (In Days)
      • Registration Date
      • Updated Time
      • Planned Start Time
      • Planned End Time
      • Downtime Start Time
      • Downtime End Time
      • Release: Planned Start Time
      • Release: Planned End Time
      • Release: Actual Start Time
      • Release: Actual End Time
      • Implementation: Actual Start Time
      • Implementation: Actual End Time
      • Actual PIR Date
      Problem Record List Page
      • Log Time
      • Updated Since (In Days)
      • RCA Deadline Date
      • Actual RCA Deadline Date
      • Resolution Deadline Date
      • Actual Resolution Deadline Date

    Example: 

  Consider that an Analyst wants to create a view for High and Medium Open Incidents of Information Technology Tenant except Server Category Incidents. In this case, add conditions as shown below.



  1. Click Apply to view records that meet the above filter conditions.
  2. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.

    CONFIGURE COLUMNS
    Figure: CONFIGURE COLUMNS

  3. Select Display Type (Tile View or Tabular View).

  4. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

  5. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

  6. Click SUBMIT. The list reloads to show the changes.

    Note
    titleNote:

    Consider the list page is in Tabular view. On the CONFIGURE COLUMNS pop-up page, the analyst selected Display Type as Tile view and clicks Submit. In this case, the list page reloads to show the changes in the Tile view.


  7. Click Save As New. The SAVE VIEW pop-up is displayed. 


    Figure: SAVE VIEW pop-up page

  8. Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.

    Note
    titleNote:

    On the SAVE VIEW pop-up page, the Analyst can also add or remove filter conditions, change Display Type, and Configure Columns.


  9. Click Submit. A new View is created.



Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the SAVEVIEW pop-up page:

FieldDescription
Views
View Name

Type in the name for the View.

Set As Default Select the Set As Default check box to view the Incidents with the saved filter criteria by default. It reduces the user effort and time for repeated search actions with the same filter criteria.
Filters
FieldEach field is a column in the table.
OperatorEach field type has its own set of valid operators. The operator determines if a value is needed.
ValuesEach field has its own set of valid values determined by the field type.
Configure ColumnsConfigure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.
Display Type

 (Tabular View) icon: Click this icon to configure columns for Tabular view.

 (Tile View) icon: Click this icon to configure columns for Tile view.

Available ColumnsLists the available columns.
Selected Columns

Lists the selected columns.

Note:

  1. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

  2. Drag up or down to set the sequence in which the columns should be displayed on the page.


Set as Default:

To Set Specific View as Default:

  1. Search and select a View from the drop-down list.

  2. Click Set As Default link to make it default view.



    Note
    titleNote:

    The selected view is set as Default.


Edit View

To Edit Specific View:

  1. Search and select a View from the drop-down list.



  2. Click (Edit) icon. The EDIT VIEW pop-up page is displayed.


    Figure: EDIT VIEW pop-up page
  3. Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.

  4. Click Submit.

    Note
    titleNote:
    • The filters of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). By clicking a specific field, the Analyst can view the values selected for that field.

    • Click  icon to remove specific filter condition. The list page reloads and shows records based on remaining filter conditions.
    • Click  (Reset) to reset the conditions to the initially configured condition for the selected view.
    • Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

  1. Search and select a View from the drop-down list.



  2. Click (Delete) icon. The DELETE VIEW pop-up page is displayed.



  3. Click Delete to delete the view.


Configure Columns

Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.

To personalize columns:

  1. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.

    Figure: Configure Columns pop-up page

  2. Select Display Type (Tile View or Tabular View).

  3. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

  4. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

  5. Click SUBMIT. The list reloads to show the changes.

    Note
    titleNote:

    The following new columns are available in the Configure Columns pop-up page

    PageNew Columns
    Incident List Page 
    • Description
    • Service Window
    • Actual Efforts
    Service Request List Page
    • Remaining SLA Time
    • Subject
    • Resolution Deadline
    • Efforts
    • Response SLA
    • Resolution SAL
    Change Record List page
    • Change Requestor
    • Change Initiator
    • Assigned To
    • Customer
    • Updated Time
    • Closure Code
    • Tenant
    • Urgency
    • Approval Status