Knowledge Management Enhancements

Now, CINDE uses enhanced Knowledge Management and helps the users to get the quick and most relevant answers to the quires. CINDE displays the most relevant Knowledge Records based on the enhancements in the AI model such as mandatory KR for an SR; attributes and responses of a Category; and multimedia videos.

Golden Catalog Implementation

Now, the Summit AI Application has Golden Catalogs, which are used to map with the Customer Catalogs. Using this, CINDE displays the top three Catalogs based on the mapping between the Customer Catalogs and the Golden Catalogs. Golden Catalogs are used where Customer Catalogs can be mapped.  

Improved Knowledge Management Module

In this new version, various enhancements are made to the Knowledge Management module, such as:

• Integration of AI with Knowledge Management for improved Knowledge Record search for CINDE
• Knowledge Record authoring access for all users
• Improved user interface for Knowledge Record details page
• Public Knowledge Records
• Save Knowledge Records as Drafts before submitting them
• And, much more.

Use Custom Table Data in Autofill Control

Now, the Administrators can create separate Custom tables in Web Services to store the custom values that should be displayed in the Autofill control. 

In the Autofill control, a new data source option, Custom Table is added in the Options drop-down list. By selecting this option, the Administrators can view the tables created in Web Services and can configure the Custom table dynamic column as a data source. Using the Autofill control, the Administrators can also create parent-child relationships using the custom data of the custom tables. For information about Autofill control properties, see Creating Service Catalogs with Autofill Controls.

Dynamic Approvals for Service Catalogs

Many of the times, we cannot achieve business objectives with a Static Approval process. We have specific conditions where the record needs to routed to different Approvers based on factors, such as Region, Country, or with some other criteria. In such a case, we need to set up one Static Approval process for each such condition. Now, Dynamic Approval processes can be configured for Service Catalogs. In Dynamic Approval process, the Approvers are assigned dynamically to the record from the Custom Tables based on the values provided by the users on the Service Catalog.

Auto-Rejection/Approval of Change Requests

The Change Requests can now get auto-rejected or approved if they are pending for any action for a configured period of time. A notification e-mail is sent to the Change Requester accordingly. This helps in clearing the queue for the long pending Change Requests. 

Added Knowledge Base Option for Service Requests

Now, the Analysts can use Knowledge Base to resolve Service Requests. On the ACTIONS panel of SERVICE REQUEST DETAIL page, a new option, KNOWLEDGE BASE is added.

Additional User Type Access to Users

Now, users can have multiple User Type access and view the Service Catalogs available to the User Types. 

Updating Custom Attributes While Bulk Updating Incidents

Now, the Analysts can also update the Custom Attributes while bulk updating Incidents. Earlier, all other values except Custom Attributes could be updated during bulk update.

Added Formula Control for CMDB on FORM BUILDER Page

The Formula control is now added for the CMDB module on the FORM BUILDER page.

New Keywords on Notification Template

New Keywords related to Custom Attributes and Change Management are added on Notification Template.

Additional Filters for Work Orders

Additional filters are added to refine the filter results for Work Orders. 

Customize Feedback Message for Resolved Incidents and SRs

The Administrators can now customize the message to be displayed to the End Users to provide feedback for the resolved Incidents and Service Requests.

New Child Incident List and Child Service Request List Pop-ups

Now, the users can view the list of Child Incidents and Child Service Requests on a new pop-up by clicking the  icon on the INCIDENT LIST page.

Keys to Disable Inactive Feedback Questions in Feedback Report

New keys are added in the web.config file using which the Administrators can disable the inactive Feedback Questions in the Feedback Report for Incidents and Service Requests.

Additional Columns on CONFIGURE COLUMNS Pop-up Page

Additional columns are added on the CONFIGURE COLUMNS pop-up page. Using this pop-up page, the users can use choose to hide/show columns on list pages.

UI Enhancements

The look and feel of the End User pages are improved in the Service Request Management.

E-mail Notifications For Contract Expiry

Now, the Administrators can configure E-mail Notifications to send contract expiry notifications to the End Users. This helps users to renew their contracts before it expires.

Displaying Non-Fixed Asset Details

Earlier, the history of all the Accessories allocated to an Asset were displayed for Fixed Assets. Now, all the details about all the Non-Fixed Assets (Accessories/Consumable/Software) allocated to an Asset are also displayed.

Enhancements Based on the Asset Reconciliation Configuration

Couple of Asset Reconciliation related enhancements are made.

Additional Filter for Licensed Software

Now, the Analysts can filter Licensed Software using a new filter.

Enhanced Filter Options on the PATCH page

Now, the Administrators can filter the list of Patches using the additional filters.

New Asset Code Phrase

A new Asset Code phrase is added.

New Report: SOFTWARE LICENSE COMPLIANCE BY LOCATION

A new report, Software License Compliance By Location is added. In this report, the users can view the License Purchase, Usage, In Stock, and Status details of selected Tenant based on the location.

Additional Columns in Licence Compliance Related Reports

New columns are added to the License Compliance related reports.

Monitoring Virtual Machines of ESXi Servers Using vCenter Protocol

Now, the Administrators can monitor the Virtual Machines of ESXi Servers using the vCenter Protocol.

Additional Proxy Server or URL for Agent-Based Monitoring

Now, the Secondary Proxy Service URL is also available along with the Primary Proxy Service URL for monitoring. Using this, the Agent sends data to the Secondary Proxy Service URL in case the Primary Proxy Service URL is not reachable.

Addition of New Devices to Existing Push Reports

Now, any new Server added for monitoring is added in the existing Push Reports. Using this, the Administrators can get the Push Reports for all the Servers at specified intervals even though the Server is added after the Push Report is generated for the first time.

Server Uptime and Utilization Reports Enhancements

Earlier, the Server Uptime and Utilization reports were displaying integers without the decimal values in both the Application and the exported Excel reports. Now, all Server Uptime and Utilization reports are displaying the exact values in the Application, the Push Reports, and the exported Excel reports.

Customized Poling Report for Server Utilization

Now, based on the provided View, the users can generate the reports to display the Servers that violate the Threshold value. Using this, the users can view the CPU/Memory Utilization percentage, high utilization time, raised tickets, and the time when the Utilization Threshold value is higher.

Application Log Template Enhancements

Small modifications are made to the Application Log Template.

Write Your Own HTML Codes

Now, the users can add their own HTML codes (in addition to JS and CSS) and can save the codes into the database. This option is available for all the pages of the Application (if enabled). Using this new feature, the fields displayed on the pages can be customized as per the organization's requirements. For more information about Scripting, see Scripting.

Configuring and Mapping Golden Catalogs Based On Tenant

Now, the Administrators can map the SummitAI/Customer Catalogs with the Golden Catalogs. This helps the Administrators to manage and maintain the Catalogs of various Categories.

SummitAI Application Access Using API Key

Now, the Administrators can provide access to SummitAI application the users using the API Key. The users can log into the Application through Web Services using the configured API key.

Workorder Search Option in Global Search

Now, the users can also search for Work Orders using Global Search.

As a part of Global Search Optimization, now there is a limitation while searching for closed Incidents and Service Requests using Global Search. The search results display only tickets, which are closed in the last 30 days and restrict the older tickets.

Session Timeout for SummitAI Application

Now, the Session Timeout for the SummitAI application is set to 20 minutes. Any configuration changes made in the web.config file will not be considered.

Active Directory Import Enhancements

Couple of modifications related to Custom Fields are made for Active Directory import.

Session Timeout for SummitAI Mobile Application

Now, the Session Timeout for the SummitAI Mobile Application is set to 20 minutes. Any configuration changes made in the web.config file will not be considered.