This page provides summary of major features that SummitAI provides from the release 5.7 onwards.

Elbrus SP3

Service Management

Capture selected Asset details to PDF and Attach to Approval E-mail

Capture the asset details on email as a PDF at all the approval levels by selecting the assets on the SR and link them to the request. All the asset details will be attached as PDF at all the approval levels.

Platform

API to Get Survey List

The list of surveys provided within a date range can be obtained by this newly added API. 

API to Get Survey Details

This API gets the details of the surveys submitted. It provides all details of the survey such as CSAT ID, survey questions, ratings, group name, feedback type, comments, and answers.

API to Update Survey Rating

This newly added API updates the survey ratings. 

Enhancement to Configuring Auto Escalations

The E-mail field is segregated into “To” and “Cc” fields. The recipients can be differentiated as “To” or “CC” in the escalation emails that are triggered by the system while configuring the Auto Escalation email recipients.

Asset Management

Enhancement to the Physical Verification of Assets function

The provision of conditional additional criteria filters has been added to target assets (inclusions or exclusions) based on customer, location, division, etc. This ensures that a scheduler job is triggered to facilitate physical verification of assets whether allocated or instore.

Store Movement of multiple fixed asset categories 

This feature introduces the capability to select multiple fixed asset categories from a single store. 

Barcode printing for multiple fixed asset categories 

This feature is designed to facilitate barcode printing for Fixed Assets, offering customization options based on selected Asset Categories. 

Multiple fixed assets allocation to a single user 

This feature facilitates the allocation of multiple fixed assets (of different categories) to a Single User through the Bulk Allocate option.  

User Delegation for Asset Management  

You can delegate the roles and responsibilities of one user to another for a specified time period. 

This feature enables the user delegation of Asset Management module for My Asset List page. 

Display Department Attribute on the allocation list screen

The values for the Department attribute are displayed on the allocation list post-allocation. The Department attribute is placed according to the defined field order.

Bulk Allocate Fixed Assets to Customers

The bulk allocation of fixed assets to the Customer and Department to achieve this, three columns have been introduced such as Allocate To, Customer, and Project.

Finance Asset and Asset Tag attributes added to My Asset List Page

The new enhancement, Finance Asset and Asset tags are added to the My Asset list page. The newly added attributes reflect on the Summit Web application and old mobile app.   

For more information for web application, refer to My Assetsand for old Mobile App refer to SummitAI Service Management Mobile App User Guide.

Gate Pass Generation for Asset Actions

Enable Gate Pass Generation feature has been added at the Tenant level in the Configuration screen and the Gate Pass Generation feature has been added for asset actions such as Allocate and Deactivate.

For more information, refer to Configuring Asset Management Module and Importing and Allocating Assets in Bulk.

Bulk Allocate from Excel Import (Contract User/Temporary)

The Bulk Allocate option has been extended to allocate assets to Contract User in the Action menu along with the ability to reallocate assets even if it's already allocated. 

Elbrus SP2

Service Management

Capture Communication History on Keywords

This enhanced feature allows the admin to configure the count of the latest communication messages related to an Incident or a Service Request to display on the notification mail. This is captured under the Keyword *COMMHISTORY* in the notification mail.

Incident Notification:
For more information, refer to Capture and Configure Communication History from Incident.

SR Notification:
For more information, refer to Capture and Configure Communication History from SR.

Approve Button on Notification Templates

This feature allows the admin/analyst to see the approver buttons such as Approve and Reopen on the Incident notification email post its resolution and action on them(click).

Integration with WhatsApp

Remote Desktop Enhancement – WebEx, TeamViewer

The Remote Desktop Sharing is available with new connectors such as WebEx and TeamViewer. RDP Type configurations are available at Tenant level as well.

For more information, refer to Configuring Application Settings, Configuring Incident Management Module, Remote Desktop Sharing_Incident, and Remote Desktop Sharing_Service Request. 

Asset Management

Introduced Purchase Order (PO) Number on New Discovery Page

Introducing PO (Purchase Order) number as an additional attribute on the New Discovery page to enhance asset identification and tracking​. 

Introduction of Bulk deallocation  of assets feature fromExcel 

Introducing Bulk deallocation of assets from excel feature to enable deallocation of assets in bulk​. 

Introduction of additional asset attributes on Log Incident / Service Request page

Introducing additional asset attributes such as Asset description, Bond date, Bond number, Asset age, and Acquisition value on log Incident / Service Request page. 

Platform

Domain Based Login for Mobile App

Summit enables user to log in using their domain name for secure and reliable login to effectively tackle security challenges.

Auto Allocation of Tickets through Round Robin Assignment

Confidential Key Value Protection

While mapping with a third-party application, to gain access we need to enter the credentials such as an API Key which is confidential information. To protect such confidential information, we have implemented Confidential Key Value Protection.

Elbrus SP1

Service Management

Copy Service Request

The Copy Service Request feature is an enhancement in the existing process of Service Request creation. The copy service request feature allows users to create a new service request with the Catalog details of existing service requests.

Enhancement of Work Order - Catalog Mapping

This enhanced feature allows the admin to create work orders with one or more parent work orders. These defined Work orders can be created at the defined time.

For more information about enhancement of Work Order - Catalog Mapping, refer to Configuring Work Order - Catalog Mapping.

Notification Template - Additional Keywords Related to Problem Management

The following two new keywords are added related to Problem Management module. 

• *PM_RCADEADLINE* 
  This keyword is to notify the RCA Response Deadline. 
   
• *PM_RESDEADLINE* 
  This keyword is to notify RCA Resolution Deadline. 

On the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template > Select a Tenant > Select a Template Name > Click the Keywords hyperlink), you can view the list of all the keywords.

Platform

External Web Service Mapping

The Following features have been added to the External Web Service Mapping page as part of Integration Hub Enhancements: 

• Multi-level API - Dynamic Bearer Token
• Attachment handling - Multipart/form data

Project Management

SR to Project

The SR to Project feature is an enhancement in the existing process of Service Request creation. The SR to Project feature allows users to create a new Project with the Catalog details of existing service requests.

Reporting/Dashboard requirements for ITBM

The Reporting/Dashboard requirements for ITBM feature of Project Management provides a complete and accurate view of the Project status. It summarizes important project metrices, updates, risks and difficulties.

Adding Issues and Requirements on a Project

A new feature for adding Issues and Requirements has been introduced along with a feature enhancement of converting Risk into an Issue. 

Elbrus

Service Management

Re-authentication at Service Catalog level for Service Request module

You now have provision to re-authenticate while creating an SR or Approving an SR, or updating an SR, based on the configurations done at Application Settings and Service Catalog level.

The re-authentication can be done via One Time Password (OTP) or Password.

For more information, refer to Configuring Application Settings, Creating Service Catalog, Configuring Notification Parser to Create Service Request.

Ability to switch between List and Tile view for linked CRs

The user can view the linked CRs in a tabular or grid. Introduced Filters to apply a filtering criterion to display the linked CRs.

The UI level changes are done for Minutes of Metting (MoM) section along with a new checkbox General MOM. The CAB Information is newly introduced under ACTIONS on Change Record List page.

For more information, refer to Scheduling CAB Meeting and Viewing List of Change Records.

Mutli-selection and addition of CAB members as a group

Provides an option to add the CAB members as a group for the CR approval along with individual CAB members.

Approve or Reject the Change Record (CR) proposed for the Standard Change directly via e-mail

The CAB members are notified that the CR is proposed for Standard change and can directly approve or reject the CRs proposed for Standard Change along with the CR itself via email notification based on the TENANT level configuration. The same information gets tracked in Change History of the CR as well.

For more information, refer to Approving Change Records.

An Administrator can enable or disable the above functionality at Tenant level.

For more information, refer to Configuring Change Management Module.

Capture the Original CR details while CR creation using Import Template or Cloning

The original CR details from which the template is created are captured when you log a CR using Import Template / Standard Import Template or Clone CR.

The Original CR and the template name details will be displayed in Change History and Export to PDF actions as well.

For more information, refer to Creating Change Records and Exporting Change Record Details in PDF.

Option to add multiple attachment in the following modules:

• Problem Management
• Knowledge Management
• Release Management
  

Attach multiple files from Attachment field at once. The details of the multiple files are displayed in a grid format with the details such as File Name, Attachment Date and Remove.

The Change History and Export to PDF captures the details of the multiple attachments added or deleted.

For more information, refer to Creating Problem Records, Creating Release Records, Adding Knowledge Records, Configuring Custom Fields for Customers, and Configuring Custom Fields for Users.

Making Child Node selection mandatory while creating a Change Record

A new configuration Enable Change Category Parent Node Selection is introduced at Tenant level.

If Enable Change Category Parent Node Selection is not selected at Tenant level configuration (Admin > Tenant > Select Module as Change Management > Configure Details) then you can select only the child category. If you attempt to select the parent category, the following message is displayed:
"Cannot select parent node."

For more information, refer to Configuring Change Management Module, Creating Change Records and Configuring CR Approval Workflow.

Option to edit Subject field

The Subject field is displayed for Problem Management, Work Order and Release Management modules as well, along with other modules such as Incident Management, Service Request, Change Management, Asset Management and IT Operations Management.

The Release Management module will be available in the Change drop-down list of modules.

Enhanced Approve Change Record list 

Improvised Approve Change Record list page with additional list and filter options to enhance the better understanding of a CR.

Introduction of HTML editor in Business Rule Designer (BRD) custom notifications. 

An option of HTML editor is introduced in the editable BRD notifications.  

Previously only Out-Of-Box standard notifications was supported in HTML editor. 

With this enhancement we bring the HTML editor support to custom notifications too. 

For more information, refer Field description in NOTIFICATION section of Business Rule Designer.

This enhancement is introduced in Change Management too. Show HTML and Keywords are introduced. For more information refer Notification section of Configuring Change Request Workflow. 

Enhanced Business Rule Designer with EQUAL TO (=) Operator for fields with Data Type ad Long Text.

Earlier only operators Contains and Does not contain were available. There was a limitation with only these operators available. 

If the incoming Ticket had a Symptom or Description like following: 

• Error Code: TPF103311_SR_RESTARTED 
• Error Code: TPF103311_SR_RESTART_Success 

if a rule was defined using the existing condition chances were that both the tickets got picked up when only one ticket had to be picked up based on condition. 

That is Symptom CONTAINS TPF103311_SR_RESTART, both the tickets with error code will be picked up for action which is not the intended action and lead to inaccuracy. 

 A new operator = (Equal To) is introduced in Filters of Business Rule Designer fields. This is added to fields like Symptom and Description and those with Data Type as Long Text. 

Log Time and Final Approval Time in Service Request Configure Columns. 

• A new column is introduced in Service Request List page. For more information, refer toView My Service Request List

• Final Approval Time is captured in Audit Flow page. For more information, refer to Audit Flow section of Service Request Details 
  
  
•  Final Approval Time is introduced as a column in reports. For more information, refer Open Service Request report. 

• APIs are enhanced with the Final Approval Time. For more information, refer Retrieve Service Request List
  
  
• The Log Time is modified to display the actual SR creation time. 

Introduction of Multi select drop-down in the field Workgroup

While linking the Change Requests (CRs) to CAB meeting for the field Workgroup multi selection is introduced in Basic Filters. 
Grid view is enhanced to accommodate more columns. 

Avoid the selection of Self as approver when the Approver is not mapped or is inactive

This feature has been introduced to overcome the scenario where the End User (who is not mapped to any Reporting Manager or if Reporting manager is Inactive) can select themselves as Approvers. The selection of self as Approvers is removed not only at Reporting Manager level but also in Head of Customer (HOD), Custom Dynamic Table and Technician Selectable.  
  
New check box: Allow Self Selection as Approver is introduced in Admin Tenant level configuration of Service Request.  

Introduction of Search option for Tenant selection

In the List page filters, Record details or configuration screens and throughout the application Search option is introduced for Tenant selection. 
For more information, view  

• Tenant Search section in Logging Incidents
• View the updated UI screens with Tenant search bar on left side in the following pages:
  Configuring Impact, Logging Service Requests, Scheduling CAB meeting.

Similarly, Tenant Search is introduced wherever it is applicable. 

Refer the following figure: 

This Tenant search feature is introduced throughout the application too wherever Tenant Search is applicable. 

Note

The SymphonyAI Summit Mobile App has this improvement as well. For more information, refer to SymphonyAI Summit Mobile App User Guide.

Link Common Master Currency Configurations to Problem Management

In the Problem Management module under the Cost Tab, the Currency Field was hardcoded to display only two currencies USD & INR. This area needed to be taken care of by mapping the Common Master Currency to the field. As per the requirement, Dirham or AED needed to be present in the Currency dropdown present in the Cost tab of Problem Record. Hence this feature is being added where the user can Configure and map different types of currencies from the Common Master Configurations.

Mail Parser Troubleshooting

A new addition to the Notification Parser list page action panel is the Troubleshooting icon. This Troubleshooting option will help the Admin view the data related to the mails that were parsed such as which mailbox was used for the incoming mails, what all rules got applied, and which rule was considered for parsing the mail.  All these details are displayed in this new option. These details can also be extracted to an excel for future reference. 

Configure Incident Rules based on Customer 

We have Introduced Customer based rules, where the rules feature is enhanced, so that the rules can be defined specific to the customers configuring them. 

For Instance, if a User is mapped to a specific Customer A and wants to create a Rule to modify an Incident which is mapped to that same Customer A, in that case only those rules which are mapped to customer A should be visible to the User. 

Providing a Curated List of Search Results 

The Search functionality has been refined to display a curated list of Rules. This newly defined Rule filtering logic is refined to display the most relevant rules based on the matching keywords.  The Rule is created by the admin to help the analyst in troubleshooting an incident. 

An end user, while creating an incident, can choose whether to select a Rule or not select a Rule.  

• If the end user selects a Rule, all the suggestions recorded for the Rule will be added to the troubleshooting tab. 
  
  
• If a Rule is not selected, then the troubleshooting suggestions will appear to be blank. 

New Get CR Master API is introduced in Change Management module and enhanced Change Record List API

We have introduced following new API and enhanced filter criteria in Change Record List:

• In the Get CR Master API you can retrieve the Change Category, Classification, and Impact list for All Tenants or Specific Tenants based on the requirement. For more information, refer to Get CR Master API.
  
  
• In the Change Record List API, you can filter the records based on the Change Category, Classification, and Impact. For more information, refer to Change Record List.

A new Incident Template Matrix is introduced in Incident Management module

In this Incident Template Matrix API, you can retrieve template matrix details. 

Benefits: 

• Ability to Provide Flexibility.
  
  
• Give accurate statistics on incident templates.

Platform

Digital Agent 2.0 Compatibility 

The following two new fields are added on Application Settings page to make the application compatible with Digital Agent 2.0.

• Token Expiry Limit (in mins)
• Assistant Version

You can enable CINDE functionality version wise (1.0 or 2.0). To make the Digital Agent live in action, it should be enabled first using Summit application.

For more information, refer Enabling Digital Agent with Summit application and Configuring Application Settings.

New API introduced for: Incident Rules based on Customer

This feature enhances the rules feature so it can be defined to specific customers.  A new option to select customers is introduced in the rule’s configuration.  

New API introduced to Restrict user from selecting self as an Approver

This feature has been introduced to overcome the scenario where the End User (who is not mapped to any
Reporting Manager or is inactive) is able to select themselves as Approvers. The selection of self as Approvers is removed not only
at Reporting Manager level but also in Head of Customer (HOD), Custom Dynamic Table, and Technician Selectable.  
  
New checkbox is introduced in Admin Tenant level configuration of Service Request.  

View Other Callers Service Requests (SRs) 

Capability to view, edit, filter, and delegate a Service Request raised by other users who belong to different Customers and/or Locations. You will be able to configure user properties where you can avail of the option for viewing and editing other users’ Service Requests. 

For this enhancement API modifications are done. For more information, see Retrieve My Incidents. Refer Retrieve My Service Requests.

Refer Save feedbacks on other User's Incidents.

Refer SR Escalation.
Few modifications done in IM_LogorUpdateIncident.

SR Re-Authentication

A new feature ‘Re-Authentication’ is introduced at the Catalog level for the Service Request module.
On configuring the Reauthentication in Application Setting and Catalog level based on the configuration a user must re-enter the credentials before Logging an SR or Approving an SR to confirm the authentication.

For more information, see Creating Service Catalog, Configuring Re-Authentication.

Asset Reconciliation in Summit Old Mobile App

Enables you to perform asset reconciliation that provision you to use all the allocated fixed assets and keep the Asset Inventory Data updated. Also, allows you to Accept or Reject the reconcile assets.

IT Asset Management

Enhancements on New Discovery Page

New discovered asset detail columns such as Date of Discovery, Source of Discovery, Location (Store and Floor location), and a Select All checkbox is introduced on the New Discovery List page.

The New Discovery Details page now includes a Preview option for viewing the collection of discovered assets chosen for the Import activity. 

For more information, refer to Viewing New Discovery, and Configuring Location and Store.

Field Order Configuration for My Asset List Page

Field Order Configuration enables the IT Asset Manager to arrange the columns dynamically on Asset Inventory and My Asset List page based on the requirement.   

• As part of this feature, the functionality of Add New option is updated from overwriting to new form creation. 
   
• Add More Attributes option is introduced for the My Asset List page to enable the addition of multiple attributes which are unavailable on the List page. 

 For more information, refer to Configuring Field Display Order, and My Assets.

Enhancement of Asset Movement Gate Pass

Address Details are captured on the Location, Store, and Floor configuration pages.  Dispatch From and To Addresses can be viewed on the Store Movement page. 

For more information, refer to Configuring Location and Store, Moving Assets from One Store to Another, Approving Asset Movements.

Asset Movement between Categories by using the Update Category option

The Update Category option is introduced on the Asset List page which enhances the update functionality and enables updating the category of records. 

For more information, refer to Asset Movement Between Categories, and Configure Category Mapping.

OS Language Mapping in Key Field Mapping 

The feature involves the discovery of OS Language and its mapping with a custom field in the Key Field Mapping. The details are captured in Asset Details under the Hardware Discovery tab. 

Option for Multiple Attachments 

Attach multiple files from Attachment field at once. The details of the multiple files are displayed in a grid format with the details such as File Name, Attachment Date and Time.

Note

For custom attachment controls, a user can define the attachment limit in the Form Builder page.

Refer to Configuring Asset Category using Form Builder page for more information.

For standard attachment controls multiple attachment limit is enabled.

For more information, refer to Contract or Agreement Details, Configuring Asset Category using Form Builder.

View- Viewing Asset Details, Consumable, Accessories.

Add- Adding Fixed Assets, Consumables, Accessories, Software.

Update- Updating Asset Details, Consumables, Accessories, Software.

Allocate/Reallocate- Allocating Fixed Assets, Reallocating Fixed Assets.

Deallocate/Deactivate- Deallocating and Deactivating Fixed Assets, Deactivating Fixed Assets.

Capturing Warranty and End of Life Information of assets

This feature enables integrating with vendor portal and helps in extracting the required asset inputs from the vendor portal. 

This feature enables an Asset Administrator to: 

• Configure the setup for various vendors. 
   
• Connect with the vendor portal through API and extract the information which is visible to the public. 
   
• Map the extracted data to the standard fields offered by Summit AI and then map the same to the custom field created for various categories. 

Event Management Engine

Event Console Report is newly introduced which provides a summarized view of events(alerts) created by 3rd party monitoring tools.  

Event correlation receives alerts and events from various monitoring tools. Based on User defined rules alert creation, creating Incidents in respective Workgroups is performed. 

Agentless Discovery

Discovery Job Enable & Disable  

You can now enable the inactive and disable the active job associated with discovery. It helps to view the list of active and inactive Discovery jobs.

Discovery Job Cloning 

Capability to clone the attributes of an existing job. The cloning feature takes all the data from the existing job and binds it to the cloned job.

Discovery Proxy Multi-Select 

Provision to select Multi Proxy on the search box filter and obtain Discovery report at the same time.

Discovery Ping Protocol 

NONE option added under Ping Protocol skips the advanced discovery such as WMI, SNMP and starts directly with basic discovery process. 

Discovery Pre-requisites Check

Enables the Analyst to do a Pre-requisite Check for a specific job. The feature captures the system name and IP address of the devices and generates success or failure reports for configured jobs.

Nmap Discovery Report 

Analyst can filter the Nmap report based on IP address, Device type, OS Family, Host Name, OS caption, Vendor, Discovery date and export the Nmap Discovery records to Excel sheet.

Discovery Report Generation

The following UI capabilities are added under Discovery report:

• Free text job search field in the Discovery List page. 
  
  
• Pagination option on the Discovery List page, to provide better navigation if the number of records per page increases.
  
  
• Refresh button in the Discovery List Page, so that analyst can refresh all the jobs and check their status.
  
  
• Disable Discovery list page action for the jobs which are running, so that analyst cannot modify the existing jobs details.

Tahoe SP6

Service Management

Global Tenancy in Catalog to Change Mapping

Introduced Global Tenancy in Catalog to Change Mapping for SR to CR. 

• Customization of Global configuration on Local Tenant can be achieved.

Global Tenancy in SR Workflow

SR Workflow created on Global Tenant allows the admin to configure approval properties and map conditions to the Workflow.  Upon de-linking the same Catalog can be edited on the Local Tenant.

• SR Workflow created in Global Tenant can be localized using de-link option. Allowing it to have independent configuration on the Local Tenant.

Global Tenancy for SLA Matrix Configuration

Global Tenancy concept is added in the SLA Matrix which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.  

• Easy inheritance from Global Tenants to all Local Tenants. 
• It is timesaving as Global Tenant configurations are automatically inherited to all Local Tenants.  
• Ability to De-link a Global configuration to Local configuration which helps the admin to reuse the configurations.   

Global Tenancy for Resolution Code Master Configuration

An option to add a Global Tenant to the Resolution Code Master Configuration in Service Request module to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

• Eliminates redundant work. 
• Improve Efficiency.
• Helps Automates manual tasks.

Global Tenancy for Service Catalog Module

Introduced an option to add a Global Tenant to the Service Catalog Module page to allow the creation of configurations in Global Tenant. When we create a Service Catalog in the Global Tenant, the same Configuration and its properties will be visible in the Local Tenants. You can View and Localize a Global Configuration Value by using the newly introduced Delink option in the Local Tenant.

• Eliminates Redundancy of tasks. 
  
• Helps Automates manual tasks.
  
• Streamlines the process. 

Global Tenancy for Form Builder for Service Request (SR) module

The introduction of Global Tenancy in the Form Builder ensures that all the Global configurations are inherited to Local configurations automatically.  

• Easy inheritance from Global Tenants to all Local Tenants. 
• It is timesaving as Global Tenant configurations are automatically inherited to all Local Tenants.  
• Ability to De-link a Global configuration to Local configuration which helps the admin to reuse the configurations.   

Global Tenancy for Feedback Configuration page for Service Request (SR) module

Global Tenancy concept is added in the Feedback Configuration which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.  

• Easy inheritance from Global Tenants to all Local Tenants. 
• It is timesaving as Global Tenant configurations are automatically inherited to all Local Tenants.  
• Ability to De-link a Global configuration to Local configuration which helps the admin to reuse the configurations.   

Incident Management

Global Tenancy for Form Builder for Incident Management (IM) module

The introduction of Global Tenancy in the Form Builder for Incident Management ensures that all the Global configurations are inherited to Local configurations automatically.

• Eliminates the need for several configurations, saving the administrator time and effort. 
• Without having to start over with a fresh configuration, a global configuration can be converted into a local configuration by de-linking it.  

Global Tenancy for Log Incident Page for Incident Management (IM) module

The introduction of Global Tenancy in the Log Incident page ensures that all the Global configurations are inherited to Local configurations automatically.  

• Allows to configure one or more static and customized fields in Global and Local Tenants. 
  
• Eliminates the need for several configurations, saving the administrator time and effort.

Global Tenancy for Feedback Configuration for Incident Management (IM) module

The introduction of Global Tenancy in the Feedback Configuration page ensures that all the Global configurations are inherited to Local configurations automatically. 

• Improve Efficiency of configuring Feedback questions. 
  
• Helps automate the analysis of the Feedback. 

Global Tenancy for Rule for Incident Management (IM) module

The introduction of Global Tenancy in the Rule page ensures that all the Global configurations are inherited to Local configurations automatically. 

• Eliminates Redundancy of tasks.  
• Allows pre-configuration of templates without the need to key in each piece of information.

Change Management

Global Tenancy in Workplan

Introduced Global Tenancy in Workplan for SR to CR.

• Customization of Global configuration on Local Tenant can be achieved.

Global Tenancy in Workplan Mapping

Introduced Global Tenancy in Workplan Mapping for SR to CR.

• Customization of Global configuration on Local Tenant can be achieved.

Global Tenancy in CM Template

Global Tenancy introduced in Change Record, allows to Save and Edit Templates on Global Tenant. This feature also allows to Import Global Template to the local Tenant.

• Customization of Global configuration on Local Tenant can be achieved.

Global Tenancy in CM Workflow Designer

CR Workflow created on Global Tenant allows the admin to set Dynamic approvals. The same Workflow on local tenant can be edited using de-link option.

• CR Workflow created in Global Tenant can be localized using de-link option. Allowing it to have independent configuration on the Local Tenant.

Global Tenancy for Change Management Change Advisory Board

An option to add a Global Tenant to the Change Management Change Advisory Board page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration.

Global Tenancy for Change Management Category

An option to add a Global Tenant to the Change Management Category to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Change Category

An option to add a Global Tenant to the Change Management Change Category page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Change Manager

An option to add a Global Tenant to the Change Management Change Manager page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Change Type Configuration

An option to add a Global Tenant to the Change Management Change Type Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Closure Code

An option to add a Global Tenant to the Change Management Closure Code page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Field Configuration

An option to add a Global Tenant to the Change Management Field Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Impact Configuration

An option to add a Global Tenant to the Change Management Impact Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Lead Period

An option to add a Global Tenant to the Change Management Lead Period page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management PIR Reviewer

An option to add a Global Tenant to the Change Management PIR Reviewer page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Priority

An option to add a Global Tenant to the Change Management Priority page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Priority Matrix

An option to add a Global Tenant to the Change Management Priority Matrix page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Risk Configuration

An option to add a Global Tenant to the Change Management Risk Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Risk Matrix

An option to add a Global Tenant to the Change Management Risk Matrix page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Risk Question and Answer

An option to add a Global Tenant to the Change Management Risk Question and Answer page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Status Configuration

An option to add a Global Tenant to the Change Management Status Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management System Impact Configuration

An option to add a Global Tenant to the Change Management System Impact Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Task Template

An option to add a Global Tenant to the Change Management Task Template page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Urgency Configuration

An option to add a Global Tenant to the Change Management Urgency Configuration page to allow the creation of Configurations in Global Tenant is newly added. A Global Tenant is a Tenant, which is configured and available to the Local Tenants (referred to as Tenants) as a default configuration. 

Global Tenancy for Change Management Email Notifications

An option to add a Global Tenant to the Change Management Email Notifications page to allow the creation of Configurations in Global Tenant is newly added. The configurations created in Global Tenant will be automatically created in the Local Tenant.  

Global Tenancy for Form Builder for Change Management

The introduction of Global Tenancy in the Form Builder ensures that all the Global configurations are inherited to Local configurations automatically.  

• All Local Tenants can easily inherit configurations from Global Tenants.   
• Eliminates the need for several configurations, saving the administrator time and effort. 
• Without having to start over with a fresh configuration, a global configuration can be converted into a local configuration by de-linking it.  

Platform

Global Tenancy for Business Rule Designer 

We have introduced an option to add Global Tenancy to the Business Rule Designer page to allow the creation of configurations in Global Tenant. When we create a Business Rule Configuration in the Global Tenant, the same Configuration and its properties will be inherited in the Local Tenants. You can View and Localize a Global Configuration Value by using the newly introduced Delink option in the Local Tenant.  

Configure a Job to Synchronize Global Tenant Configuration

To ensure the configurations made in the Global Tenant get inherited by a newly created Tenant, there needs to be a Job running to ‘Synchronize Global Tenant Configuration’. Once the job runs successfully, we can see all configurations get copied from the Global Tenant to the newly created Tenant. 

Tahoe SP5

Service Management

Introduced Global Tenancy for SLA Service Window Configuration for Request Module

On the SLA Service window page, you can create a master SLA service window with Global Tenant which is inherited for all the existing and newly created Local Tenants.

Introduced Global Tenancy Concept to Priority in Service Request Module

Priority defines the precedence in which a particular Incident should be addressed. You can add and modify the Priority levels for SLA calculation of Incidents for a Tenant. You can add or modify the Priority values for a Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

Introduced Global Tenancy Concept to Impact in Service Request Module

Impact defines the effect of a Service Request (SR) on the users. You can configure and modify the Impact values for a Global or Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

Introduced Global Tenant functionality in the Classification Master page of Service Request module

On the Classification page, you can create a master Classification with Global Tenant which is inherited for all the existing and newly created Local Tenants. Also, a new Delink option is introduced in the configured Classification to delink a Local Tenant Classification from the Global Tenant Classification.

Global Tenancy

Concept introduced for following Master Configuration for Service Request:

• Closure Code
• Priority Matrix
• Pending Reason
• Urgency

Introduced Global Tenancy for Workgroup SLA Window Configuration

Global Tenancy is added in the Workgroup SLA Window which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations. 

Introduced Catalog to Change Mapping for SR to CR module

This new feature allows you to map the Service Catalog to any of the desired Change Templates in order to automate the process of creating a Change Request and sub-tasks after logging a Service Request.  

Introduced Global Tenancy for Notification Template in Admin Module

Global Tenancy is added in the Notification Template which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.

Search feature is implemented under Filters

Search feature is implemented under Filters to enable an easy search of the fields under filters tab. 

Search feature is implemented under Tenant field

Search feature is implemented under Tenant field to enable an easy search of the fields.

Dynamic Approvals for Service Catalogs

Two new features have been added to the Dynamic Approvals for Service Catalogs page:

• Dynamic Approval implementation for Approval Group fields - Approver can select a field (data source is Dynamic table) and based on the approver selection next approval can be decided.
  
  
• Enable Conditional Service Request Value - Under this option, you can assign the Workgroup and an Analyst for an SR based on attributes of the Catalog. 

Incident Management

Introduced Global Tenancy for SLA Matrix for Incident Module

Global Tenancy concept is added in the SLA Matrix which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.

Introduced Global Tenancy for SLA Service Window Configuration for Incident Module

On the SLA Service window page, you can create a master SLA Service window with Global Tenant which is inherited for all the existing and newly created Local Tenants.

Introduced Additional features for Impact Master in Incident Module

An option to configure and modify the Impact values in Global and Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

Introduced Additional features for Priority Master in Incident Module

An option to configure and modify the Priority values in Global and Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

Introduced Global Tenancy for Configuring Pending Reason for Incident Module

An option to have Pending Reason Master Configuration in Global Tenant to allow the creation of Configurations in Global Tenant which can be inherited by all the Local Tenants has been newly added.

Introduced Global Tenancy for Configuring Closure Code for Incident Module

An option to have Closure Code Configuration in Global Tenant to allow the creation of Configurations in Global Tenant which can be inherited by all the Local Tenants has been newly added.

Introduced Global Tenancy for Resolution Code Master in Incident Module

An option to add a Global Tenant to the Resolution Code Master Configuration to allow the creation of Configurations in Global Tenant has been provided. 

Introduced Global Tenant functionality in the Classification Master page of Incident Management module

On the Classification page, you can create a master Classification with Global Tenant which is inherited for all the existing and newly created Local Tenants. Also, a new Delink option is introduced in the configured Classification to delink a Local Tenant Classification from the Global Tenant Classification.

Introduced Global Tenancy for Urgency Configuration of Incident Module

The introduction of Global Tenancy in the Urgency Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

Introduced Global Tenancy for Major Incident Configuration of Incident Module

The introduction of Global Tenancy in the Major Incident Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

Introduced Global Tenancy for Auto Escalation of Incident Module

On the Auto Escalation configuration page, you can create a Global Auto Escalation value in the Global Tenant which is inherited to all the Local Tenants.

Delinking and Deactivation actions introduced for the following Master configuration pages of Incident Module:

Workgroup

Category

Introduced Global Tenancy for Workgroup SLA Window for Incident Module

You can configure the SLA Window for Incidents of a Workgroup for a Tenant. You can create a configuration in Global Tenant which is inherited by all the Local Tenants.

Introduced Global Tenancy for Priority Matrix for Incident Module

You can configure the Priority Matrix for Incidents for an Incident or a Tenant. You can create a configuration in Global Tenant which is inherited by all the Local Tenants.

Introduced Global Tenancy for Urgency Configuration of Incident Module

The introduction of Global Tenancy in the Urgency Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

Change Management

Introduced an option to define Lead Period for Auto created CRs

The Lead Period is enhanced with a feature to enable auto calculation of Lead period for the CRs created automatically using the SR to CR mapping configuration.

Configure Workplan for Change Request

In the Change module, Workplan Configuration feature has been introduced to define a Workplan with set of task templates. 

Workplan Mapping for Change Request from Service Catalog

The tasks defined on Workplan configuration will be linked to the Change Record via Workplan Mapping Configuration.

Search feature is implemented under Filters

Search feature is implemented under Filters to enable an easy search of the fields under filters tab. 

Search feature is implemented under Tenant field

Search feature is implemented under Tenant field to enable an easy search of the fields.

Platform

Configuring SSO for Okta OIDC

Admin can configure SSO for OIDC from the Okta SSO configuration page and enable the OIDC capability for logging into different applications.
It enables seamless login into several web applications and secures the online identity of businesses and customers.   

Tahoe SP4

Asset Management

Introduction of Peripheral Discovery in Additional Discovery feature

• The Peripheral Discovery feature acts as an enhancement to the already existing Additional Discovery feature.

• This enables the Asset Manager to handle both the connected computer peripherals and the parent asset by adding the scanned computer peripherals to the inventory.

• The details are captured and displayed under Peripherals tab in Asset Details grid. 

Tahoe SP3

Service Management

Auto Approve KBA and Granular Approval Levels

• Analyst can now configure Approval Type as Manual or Auto-Approve.
• Capability to move a KBA from Draft to Published and skip approve and publishing stages, if Auto Approval is configured.
• Provides flexibility to configure approval granularly for Category and Sub Category levels.
• Supports up to 2 levels of configuration which is Parent Category and 1 Sub category level.

Service Validity Email notifications to Analysts

• Periodic mails are sent to Analysts now, earlier mails were sent to only End users.
• Analysts as well as Workgroup are notified about Service Validity expiry and extension requests.
• New arrow icon is introduced for Service Validity requests, this differentiates other SRs and Validity SRs.

Knowledge ArticleAccess to Analysts based on Workgroup

• Knowledge Articles are accessible to Analysts based on the Workgroup.
• Capability to publish the KR for selected Workgroup Analysts.
• E-mail notificationon Knowledge Articles accessis sent to the configured workgroup analysts.

Image in Mail-to-Ticket (Service Request, Incident and Call Record)

• Provides flexibility to include Image in the mail body description.
• Provides an ability to view the complete mail-to-ticket description in new Description pop-up.
• Provides more clarity to understand and visualize the ticket problem.

For more information, refer Image in Mail-To-Ticket for SR, Image in Mail-To-Ticket for Incident and Image in Mail-To-Ticket for CR.

Table creation through Excel in Web Service Designer 

• Flexibility for an Admin to create a Table using an Excel file in Web Service Designer.
• A new option ‘TABLE LIST’ is introduced under the ACTIONS panel of Web Service Designer.
• Admin can view the table along with the records or can edit the table, which now simplifies the custom table creation.

For more information, refer Creating Table via Excel in Web Services, TABLE LIST.

Post Resolution Approval introduced in Incident Management 

• Additional approval checks implemented before an Incident move from Resolved to Closed state, by configuring post resolution audit process.
• A new status ‘Pending Approval’ is introduced, post resolving an incident
• Using this functionality, you can:
  
  i. Configure the approval groups.
  ii. Configure the status post resolution of the incident.
  iii. Configure the approval workflow.
  iv. Send e-mail notifications to the assigned set of approvers.

For more information, refer Configuring Approval, Configuring Approver Group, Viewing Approval Incident Records, Configuring Status, and Viewing and Updating Incident Details.

Additional Microsoft Azure Blob Storage Mechanism for a Knowledge Record Attachment

• Introduced MS Azure Blob Storage mechanism to upload and store the attachment while creating a Knowledge Record, in addition to classic local web server mechanism.
• Provision to upload even the larger attachments (more than 8MB) such as Training Videos, Project Reports etc.

Configure Category based on Customer for Incident Management Module

• Configure category based on the all customer or specific customer/s in addition to Location.
• Configure Workgroup Routing based on the customer in addition to Location.

Initiate Return of an asset or End of Service before expiry

• Provision to initiate the return of an asset or End of Service before the service validity expiry date using the Asset return icon (via web) or using the ASSET RETURN/SERVICE CLOSURE hyperlink (via e-mail).
• Better control over Service Validity Reminder notifications.
• Effective utilization of the assets.

Better control over E-Mail Notifications for a Change Record based on Status

• Trigger automated email-notifications to desired Requestor/Initiator or Workgroup/Analysts based on the status.
• Admin can now restrict the e-mail notifications which leads to better user experience.

Modification in PIR Reviewer Configuration

• Flexibility for an Admin to configure multiple PIR Reviewers.
• Two new options ‘Workgroup’ and ‘Change Category’ are introduced on PIR Reviewer.

Bulk Import of Services using Excel sheets 

• Facility to add and update multiple services.
• With the help of Import and Update excel templates, the import of services is quicker.

Approver Details in Change Record List

• Workflow details are configurable as a column in CR List page.
• Option to view Approver/Level details where a Change Record is stuck waiting for its approval.
• Helps an Analyst to fast-track the progress by easily identifying the blockers and addressing the delay.
  

E-Signatures in Service Request

• E-Signatures of approvers displayed in Service Request Details.
• E-Signatures are included in the exported PDF files.

For more information, refer Approving Service Requests, PDF Content Designer Configuration and Service Request Detail.

Differentiate Pending for Approval as Sub Status 

Pending for approval status is differentiated into Sub Status such as Refer Back, On-hold, and Forwarded.

• Sub Status included as filter option as well as in List pages.
• Analyst gets an exact count of Pending for Approval records as per the Sub Status.
• Accurately identifies and calls out the reason behind Pending cases.

New APIs in Change Management

Following APIs are added in Change Management module.

• CM_GetApprovalStatusSummaryCount
• CM_GetChangeRecordList
• CM_GetCR_Details
• CM_LogOrUpdateCR
• CM_GetOverallBusinessOperationalRisk
• CM_GetPriorityMatrix

Introducing New DN Tables

Introducing the new DN Tables in the Service Management Module.

Purpose: Workorder custom attribute functionality (both single-valued and multi-valued) and Change management workflow functionality requires DN datamart for using DN table in the reporting tool.

Following DN tables are added for Incident Management, Service Request Management, Problem Management, and Change Management modules.

• WO_IM_RPT_DN_ Single_Valued
• WO_SR_RPT_DN_Custom_Single_Valued
• WO_IM_RPT_DN_Multi_Valued
• WO_SR_RPT_DN_Multi_Valued

• CM_RPT_DN_WorkFlow_Master

• CM_RPT_DN_WorkFlow_Connection

The following DN table is updated with few new columns:

• PM_RPT_DN_ProblemMaster

New Notifications Introduced for Problem and Change management

Provision to add and modify email notifications for problem management and change 
management. Using this functionality you can :

• Trigger automated email-notifications to desired email ids, upon matching the 
  specified conditions.
• Reduce manual activity of informing respective stakeholders.
• Keep key stakeholders informed as soon as PR and CR status matches those 
  defined in the conditions to trigger email notification to respective workgroup.

For more information on Change Management mail notifications, refer Configuring Change Management Email Notifications.

For more information on Problem Management mail notifications, refer Configuring Problem Management Email notifications.

Enhanced Notification functionality of Business rule designer
Using this functionality, you can :

• Add additional email IDs using Custom Attributes from Incident details page, in 
  addition to pre-configured recipients. 
• Add custom attributes of type Text Area, Text Box and Email Id.
• Reduce manual activity of notifying multiple stakeholders separately and 
  provides flexibility to add multiple recipients.

Owner Workgroups in concurrence with the Initiator 

• A checkbox option  is introduced in Tenant level called Displays only the Owner Workgroups, which the logged-in Analyst is a member of, while raising a New Change Request. This is tocontrol the display of Owner Workgroup in creating Change Requests.
• The Owner Workgroup will only display the workgroups the user is mapped to while creating Change Requests. 

Rephrase of message in Change Management

• Based on the logged in user type as Approver or Authorizer the message that is displayed is changed.
• This different message display based on type of logged in user avoids the confusions with the message displayed in approving Change Records.

Platform

reCAPTCHA

Admin can now able to differentiate between humans and computers for better security and minimize spams. It is easy for humans to solve, but hard for bots and other malicious software to figure out. The reCAPTCHA uses recognizable graphic elements, such as pictures of City Roads, Birds or Animals, Vehicles, or Scenes that require end-users to recognize and select images matching the puzzle. 

Using this feature, you can:

• Blocks automated usage of services.
• Ensures online activity is safe.
• Protects against Distributed Denial of Service (DDoS) attack.

Social Watch

Social Watch is an integrated plugin developed by SummitAI to extend the capability of ITSM to Enterprise Social Media platforms. The Social Watch enables you to configure a set of configurations to retrieve the information, such as tweets from Twitter hashtags by applying additional filters to number of results to fetch, created time (UTC format) etc.

Using this feature, you can:

• Defines the sentiment score threshold to the prevailing emotions of a consumer’s post.
• Create real human connections brand.

Suppress Notification Emails Configuration

Admin can now restrict unwanted emails and allow critical email notifications being triggered to an analyst or a workgroup using a configuration.

In the ‘IM_LogOrUpdateIncident’ API, a new parameter ‘IsSuppressNotification_WG’ is added to restrict email notifications to the respective Workgroup or Analyst in Incident Management module. 

Using this feature, you can: 

• Provision an analyst to restrict unwanted email notifications.  

• Increase productivity of an analyst.  

• Better usage of Time on critical high-priority work items. 

Multi-Factor Authentication Using Authenticator App 

Hardened security by introducing a new option Authenticator App in Domain configuration.

 Using this feature, you can:

• Enforce QR code authentication on SummitAI Login page, in addition to username and password, by enabling Authenticator App.
• Scan QR code and key-in the OTP sent, to access the SummitAI Application.

Autofill Control in Form Builder

• Admin can view the tables created in Web Services and can configure the Custom table dynamic column as a data source.
• Administrators can create parent-child relationships using the custom data of the Custom tables.

Editing Priority Field by Workgroup Owner

• Workgroup owner can edit the Priority field in the Incident Details page or Log New Incident.
• Overriding the Priority Matrix configuration.

UI changes and Enhancements

Enhanced the look and feel of application which gives you more power and control.

• Better UI : Search Functionality and left panel menu is introduced on the 
  Application settings page. New search-bar eases navigations within the 
  Application settings page. On the Profile dropdown at the top right alignments along with look and feel of Set Away Time icon Image Addedbutton is updated

          For more information on Application settings page UI changes, Application Settings.

• Page revamps: The UI design of Incident detail page is followed in Change 
  Record, Knowledge Record and Release Record list pages. The Redesigned 
  pages bring in uniformity throughout the application.

          For more information on Change Record UI changes, Change Record List.

          For more information on Knowledge Record UI changes, Knowledge Record List.

         For more information on Release Record UI changes, Release Record List.

Asset Management

Precision to Locate Assets by Store or Floor

To better identify the exact location of an Asset, hierarchy path of Store and Floor location of assets have been added to AM Reports.  

 Using this functionality, you can: 

• Accurately find the store and floor at which the Asset is located. 
• Resolves ambiguity, by including hierarchical path if two stores have same name.

Removal of mandatory criteria in Asset Inventory filter option 

One of the mandatory criteria has been removed from Asset Inventory Filter options. 

 With this improvement: 

•  Analyst/Admin is no more restricted with mandatory constrictions. 
• End users can get the asset details even without knowing earlier mandatory criteria such as user name, customer name, etc.

Custom Status and Sub Status availability in Reports

Asset Management Reports are now equipped with custom status and sub status asset details wherever applicable.  

IT Operations Management

Monitoring Meraki Network Devices by providing additional controls in editing devices

• Monitor network devices through APIs.
• New fields - Monitoring Protocol, Environment and Environment Network ID are introduced for API authentication from Discovery.

Tahoe SP1

Service Management

Incident Closing Mode at Business Rule Designer level

At Tenant configuration level for Incident module, a new drop down is introduced along with text box for Auto Closing Days. This drop-down will have the Business Days and Calendar Days options. Incident Closing Mode configuration done at Business Rule Designer will override the incident closure configuration done at Tenant, Category and Workgroup level.

Configuring a Schedule in Business Rule Designer

A new check box Schedule is added for Trigger Type on the BUSINESS RULE page. New filter Trigger Type of Create, Update, Schedule are added under FILTERS. Schedule Info icon is introduced which will be displayed along with Business Rule ID in SHOW LIST under ACTIONS.

Bar Caller from the Approver List

If Enable Approver Selection under CONFIGURE USER GROUP is disabled then in case of multiple approvers, this feature will remove the caller from the approver list after submission.

If Enable Approver Selection under CONFIGURE USER GROUP is enabled then in case of multiple approvers, if user selects only caller as an approver, system displays a validation message and blocks the SR submission.

Auto Close Change Request

On the TENANT page of Change Management module, a new sub-section CHANGE REQUEST CLOSURE is added under DETAILS section to configure Change Request Closing Mode (drop down box for Auto and Manual) and Auto Closing Days (text box).

Manage CR Approval, Update, and Task Notifications in Change Management

Admin can manage the CR Approval, CR Update, and Task notifications triggering to the Workgroup members while creating the Workflow. New fields in the Properties pop-up (Approval) are added to Enable Approval Notifications for Workgroup, Enable CR Update Notifications for Workgroup. Also, a new field in the Properties pop-up (task) is added to Enable Task Notifications for Workgroup.

Creating, Viewing and Updating a Work Order for a PR

Configure the Operation Level Specifications (OLS) for Problem Management under the DEADLINE tab on NEW OPERATIONAL LEVEL SPECIFICATIONS like Incident Management and Service Requests.

Problem Record (PR) approval via e-mail

For every Problem Record (PR), the Approver can quickly do one click approval from email. An Analyst needs to select Enable PR Approval by E-mail check box under the APPROVE tab on the CONFIGURE PARSING CONDITIONS section on the NOTIFICATION PARSER page.

Knowledge Articles Recommendation in New Call Record for User Page

The Analyst can use the Knowledge Records (KRs) to provide solutions to the End Users and avoid logging new Incidents, Service Requests, or Enquiries. A list of Knowledge Records relevant to the entered subject will display in the Recommended Solution(s) Found pop-up, as you start typing in the Subject field on the NEW CALL RECORD FOR USER page.

Closure Code for Call Management

Admin can configure Closure Codes based on the organizational needs. The Closure Codes defined by you are available to the Analysts while closing enquiry call records or while creating/submitting an Incidents or Service Requests call record.

Use Problem Management Custom Attributes in the PM Work Orders

Administrators can enable/extend or disable the custom attributes configured for the Problem Management module to work orders created from a problem record. Under the PROPERTIES section, a new check box, Extend to Work Order is added for all the controls. Drag and drop control and select the Extend to Work Order check box to view the custom attribute in the work order created from a problem record.

Platform

License Expiry Notification

The License Expiry Notification feature helps to configure the license expiry notification and send notifications to desired set of configured users. Using this functionality, an admin can set the expiry reminder to alert the user(s) about the license expiry.

Offboarding User Policy List

The Offboarding User Policy List feature enables in addressing the pending and progressive dependent items associated with the offboarding analyst. A new tracking incident is created, and e-mail notification is triggered to respective stakeholders about the dependents of offboarding user accounts.

API Configuration

To discover multiple type of devices, SummitAI now offers API based discovery. Based on the API configuration, the Servers, Networks, Links, Printers, and Laptop devices in the organization can be identified or define to establish connection with the configured APIs. It identifies or supports all the devices wherever an APIs is required.

Asset Management

Custom Sub Status configuration of Non-fixed assets

With this feature, Asset Manager can now configure sub statuses for Non-fixed assets too. Earlier, Sub status configuration was possible only for Fixed assets. The feature is configured in a parent-child relationship model where each Status is a parent node and corresponding Sub statuses are its child nodes.

Standardized Asset Return Movement Process

To ease the experiences of user and IT store manager, the Movement configuration screen is now optimized. Also, the following consoles are introduced into the Web application newly: Asset Return Type, Asset Return Request, Asset Return Request for User, and My Return Request.

Optimized software inventory

New tabs such as General, Licensing Mapping, Contract Mapping, Baseline Profile mapping, Users, and Devices are appended under the Details section of the ADD SOFTWARE page.

IT Operations Management

Service Based monitoring Dashboard

Introduction of new Service Based monitoring Dashboard to view the details of all the components (such as servers, network devices, and links) categorized under each service. Service Dashboard helps the Analyst or Admin to monitor all the details about the available services. This dashboard provides complete information about the service and its components.

Support for API related to monitoring Meraki devices

A new feature is added to monitor Meraki devices in the Discovery using API as a Monitoring Protocol. When adding or editing a device in the Network Topology, a new option named API is added to the dropdown list of Monitoring Protocol field along with SNMP.

Tahoe

Service Management

Business Rule Designer

Now, using the Business Rule Designer, the customers can create/configure their requirements by defining business rules that align with their business requirements directly using the front-end.

Microsoft Teams for Setting Up Conference Call

Microsoft Teams is one of the business communication application which provides a virtual environment for meetings. Also, it includes video and phone calls, electronic chat, screen sharing, recording, and so on.

Now, the Administrators can configure Microsoft Teams as a Conference Bridge and can set up Conference Calls for Major Incident, CAB Meeting, Remote Desktop Sharing, and Appointment Management.

Introduced User Communication and Private Log

Now, a new tab, COMMUNICATION is introduced in the Problem Management Module to update the communications for the Problem Records.

Update User Communication and Private Log by Sending E-Mail

Now, the users can update the User Communication and Private Log of a Problem Record by replying to the notification e-mail sent from the system. Based on the user (Requestor or Analyst or External User) the reply will be updated under the User Communication or Private Log section.

Attachments Delete Access for Requestors and Analysts

Now, the Administrators can provide access to the Requestors and Analysts to delete attachments in the COMMUNICATION tab of a Problem Record.

Introduced Communication History for Problem Management

Now, in the COMMUNICATION HISTORY pop-up, the Analyst can view the history of User Communication, Private Log, Approval Information, System Generated E-Mails, and Mails sent via Send E-Mail option.

View Custom Attributes in Notification E-Mails

Now, the Display in End User Email check box is added for all the controls on the FORM BUILDER page. Using this option, the Administrators can include any Catalog Custom Attributes in End User e-mail notification. To display the Catalog Custom Attributes details in the e-mail notifications, the Administrators need to insert the newly added Keyword *SERVICEREQUEST_DETAILS* into the User Communication template.

Rendering Charts through Web Browser

Now, due to end-of-life (EOL) of Adobe Flash Player, the rendering of the chart will be through web browser. 

• Ensure that Firefox or Chrome should be installed on the job server.
• Ensure that there should be a communication between job server and application server.
• Ensure that the installed web browser (Firefox or Chrome) on the job server should match with the web browser's (Firefox or Chrome) driver.

Following are the configuration keys :

• For SummitAI web application base URL

          <add key="FusionChartRenderBaseURL" value=xxx /> 

• For the installed browser (Firefox or Chrome) on the job server

         <add key="FusionChartRenderOn_IE_Chrome_Firefox" value="xxx" /> 

• For the web browser driver's path

          <add key="FusionChartRenderOn_Chrome_IE_Firefox_DriverPath" value="xxx" /> 

API Enhancements in Problem Management

The following APIs are enhanced and introduced in the Problem Management:

• PM_GetApproveProblemRecords (Enhanced)
• PM_ProblemRecordApproval (Enhanced)
• PM_GetProblemRecordDetails (Enhanced)
• PM_GetApprovalStatusSummaryCount (Introduced)

Configuration Screen Enhancements for SM Module

We have introduced IDs in the configuration screens for the Service Management module. The IDs are displayed in the List section. This helps to enhance the administration capabilities and enable the administrator to view the ID associated with every configuration.

Enhanced Availability Status Feature in IM and SR Module

Now, new Availability Status column and Historic Data button are introduced in the Analyst Workload pop-up window on the Incident/Service Request Details page. By using this you can see the list of all the analysts belongs to that Workgroup and their availability status in real time along with their ticket assignment and workload. 

Enhanced CMDB Module to customize Standard Tabs and Fields

Organization often requires the ability to view and update tabs and fields that are required as per the business requirements and scenarios. Now, for the Configuration Items mapped to a system defined standard classification, you can customize the tabs and fields of the standard tabs. The configuration capability for the Standard tabs provides great flexibility to the organizations to maintain data sets within the CMDB module.

IM and SR List Details APIs with Custom Attributes

The following APIs are provided to retrieve the IM and SR list details with custom attributes:

• IM_GetIncidentListwithDetails
• SR_GetServiceRequestListDetails 

Ability to Export/Import Service Catalog (Beta Release)
The scope of the existing export/import functionality is enhanced. Now, the administrator can export/import the Service Catalog configuration from one instance to another. For example, while exporting the Service Catalog configurations from the staging instance to production instance. This helps the customer to save their time by avoiding the redundant effort and maintain the consistency throughout the process.

Rich Text Bulletin Formatting for Bulletin Board widget
Now, under Bulletin Board widget of the Self Service Portal, the bulletins are displayed with applied rich text properties.

Tags
Tags are the labels that you can create and/or link with the records. Tags can be of various types such as visible to a single user (Myself), visible only to specific groups or users (Specific Workgroup), or visible to any user (global) of the configured Tenant. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner.

Asset Management

Asset Allocation Date, Type, and Allocation Form ID Fields in Asset Allocation

Now, on the ASSET ALLOCATION FORM page, the Allocation Date, Allocation Type, and Allocation Form ID fields are newly added.

Ability to view Software details on Asset Dashboard page
You can now view the Software details under the Hardware section available in the ASSET DASHBOARD tab. 

Remap new Approver
At times, the asset approval may be pending with specific approvers for a longer period due to various reasons (Approver might no longer be associated with the organization or the approver has moved to another team etc.). 

Asset Allocation functionality Enhancement
Additional information of the Reporting Manager and Alternate Supervisor are captured while performing allocation and reallocation of Fixed and Non-fixed Assets. Upon selecting  the user name from the User attribute, the respective Reporting Manager information is auto-populated. 

Displaying All IP Addresses of an Asset
Now, all the additional IP addresses that are mapped to an asset are displayed under the Hardware Discovery tab of the ASSET DETAILS page.

Status Configuration for Fixed Assets
Now, an Analyst can select the Status or Sub status of the selected Status while performing any action on the asset. The Sub status field will be displayed for the Fixed assets only. 

IT Operations Management

HDD Monitoring Features

Monitoring hard disk performance will ensure that service level agreements are maintained and prompt the swift and smooth delivery of business-critical solutions.

Meraki UI Feature Updates

Various data points pertaining to the  status of the Meraki devices made available to the Admin on the application dashboard of Meraki UI are detailed in this document.

Mobile App Enhancements

Knowledge Management

The following functionalities have been added in the Mobile Application to provide a seamless and consistent user experience between the Web App and Mobile App:

• Knowledge Article links in the Log Incident
• YouTube link of knowledge articles in the Knowledge Article
• Feedback option in the Knowledge Article Detail

These options will enable the users to quickly identify and resolve the existing cases with the information available from the various knowledge sources.

Problem Management

The Problem Records Approval feature is introduced in the Mobile Application.

Restriction

The DNSName entries do not support underscore character (_) and any other special character(s) in webservice URL Domain names. 

Platform

Enhanced AD Import page

The Admin can now view the logs in the SummitAI application if any issue occurred during the Active Directory (AD) users import.

Now, issues can be identified and addressed by using the newly added fields on the AD Import page.

Enhanced Analysts Status update

Earlier, if an Analyst changed their status in the current tab, the status change reflected in that tab alone. The remaining tabs must be refreshed individually to reflect the updated status..

Now, if an Analyst changes their status, it is reflected in all the tabs without requiring a manual page refresh.

Nmap Based Discovery in SummitAI

In this update, we have detailed Nmap Based Discovery, introduction and prerequisites, Windows servers discovery and WMI user access and enabling Sudo Access.

Denali SP3

Service Management

Email to SR Creation

This release introduces the capability to create Service Request (SR) from an Email.   

Improved Change Management Module

Multiple new functionalities are added to the Change Management module as follows:

• Monitoring Change Requests Pending for Post Implementation Review
• Improved Process for Approvals via E-mails
• Exporting Change Request Details in PDF
• Introduced Export to Excel Option
• Capturing Referred Back CR Resubmission Timestamp in Change History
• Enable Auto Cancellation for Referred Back CRs Pending with Initiator
• Consolidated Attachments
• Added New Approval Levels in Change Management Workflow
• Change Record Approver access for Change Manager
• Change Record Update access for Change Manager
• Remap Change Request Approver

Improved Communication History for Incident and Service Request Management

Now, in the COMMUNICATION HISTORY pop-up, the Analyst can view the history of User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via Send E-Mail option, and Approval Information.

Export Problem Record Details in PDF

Now, a new option EXPORT TO PDF is added on the ACTIONS panel of the Problem Record details page. Using this option, the Analysts can export the problem record details into PDF format and share it over email with required stakeholder who is not having access to SummitAI Web application.

Send Email on Problem Record Update

A new action item "Send Email" is added on the ACTIONS panel of the PROBLEM RECORD page. Now, the Analyst can send an update on a given problem record to workgroup members, assigned Analyst, End Users, and Requestor etc. using the Send Email functionality.

CMDB List Page Enhancements

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

• Configuration Item List Page (CMDB > User > Configuration Item List)
  

• Services Page (CMDB > User > Services)

Disabling the CMDB Standard Classification

Now, the Administrators can disable the four-system defined Standard Classifications such as Server, Network, Desktop, and Others. By default, these four classifications are available in the Application. Using this feature the Administrators can disable any of the default classification that does not have any CIs linked. You cannot disable the classification that has CIs. You can only view the CIs that are linked with the standard classification.

Auto Delinking the Retired CIs

Now, the Users can delink the Retired CIs and its CI relations on the pop-up page based on the Tenant level configuration.

Bulk Updating CIs Using the Excel Sheet

Now, the User can update the CIs in bulk using the excel sheet. To do the bulk update, the administrator must enable the Edit CIs Without CR check box on the TENANT page.

Populating User Attribute on the CI Details Page

Now, after bulk importing the CIs using the excel sheet, the user attribute data gets populated on the CI details page. The User attribute column in the excel sheet accepts only the E-mail Id of the user. You can also upload the excel sheet with the multi-valued data for the user attribute.

Enhanced Root Cause Analysis for Problem Record

5 Why Analysis is newly added as RCA Methodology for the Problem Record. Now, the Analyst can select the RCA Methodology either as Fishbone Analysis or 5 Why Analysis.

Introducing the Pending and In-progress Status in Problem Record Prior to RCA Submission

Now, Pending and In-progress statuses are included after the Initial Authorization under the Status drop-down field for the Problem Record.

Convert Service Request into Incident

A new action CONVERT TO INCIDENT is added on the ACTIONS panel of the Service Request. Now, the Analyst can convert a service request to an incident based on the description of the issue.

SMS Notification Enhancements for IM and SR

The SMS Notifications feature is enhanced to provide an effective text messaging alert system for IM and SR modules. The enhancements enable you to quickly categorize and notify the users based on your notification requirement. Following are the enhancements:

• New Grid view
• New Assigned Workgroup options

• Send Message to Custom SMS Numbers

• Multi-User Control
• Improved SMS Import Functionality

Enhanced Post Implementation Review Functionality in Change Management

Now, the Change workflows and Task configurations are separated based on the requirements of the administrator. The Administrator can decide if he wants a PIR on CR as well as Task or only one based on the change types and change category.

Delegate Role on Problem Record

The Problem Management module is added under the Role Management section on the USER DELEGATION pop-up page.  Now, the Problem Record Authorizer, Approver, or Reviewer can delegate their role and responsibility on the Problem Record to another user for a specified time period in their absence or any other scenario where the Authorizer, Approver, or Reviewer is unable to perform the selected actions. 

Asset Management

Configuration Key Editor
This web console empowers the Administrator to add/update SummitAI Proxy and Summit Server config. Key(s) in the SummitAI config files (web.config, server monitor.config, and proxy.config) remotely without logging in to the server. These key(s) will further synchronize with the respective Data Collector/Proxy.

Optimized Patch Schema Sync

Now, the Patch schema job downloads the Patch schema information from the SummitAI Patch Cloud repository to respective customer’s instance consistently, so that all the customer instances are up to date by consuming minimal time. 

Asset Usage Type

Asset Usage type is used to define whether the allocated asset will be used as Primary, Secondary, Back Up, Reserved, or Shared type. The Asset Usage Type is displayed on the Asset Allocation page while allocating the asset to the End User and on the MY ASSET LIST page while accepting that Asset.

Enhanced Asset Allocation Template

The Asset Allocation Template Configuration page is improvised to include the Terms and condition editor section. The configured Terms and condition are appended in the notification e-mail that is sent to the user to accept the Asset.

Automatized Asset Agent Installation Setup Building

Now, this Asset Agent setup building activity is automated and brought on front end/web console. This enables the Customer to request for the required setup for the locations and Administrator to build the setup for multiple location and URL combinations.

Enhanced Patch Details section
User can view some additional patch related information under the Patch Details tab of the ASSET DETAILS pop-up.

Enhanced Location Column

Now, an Analyst can view the complete or partial location hierarchy on the Fixed and Non-fixed assets based on the configuration performed on the Application Settings page.

Additional Action on the Fixed Asset page

Now, this process is optimized by adding the new action item DEALLOCATE AND DEACTIVATE. Upon clicking this action item, the Analyst is navigated to the DEACTIVATE AND DEALLOCATE FIXED ASSET page using which the Analyst can deallocate and deactivate the selected asset concurrently.

Enhanced My Asset List Page

The enhanced MY ASSET LIST page enables the end user to filter and view all the required data of the assigned Asset in an organized pattern.

SummitAI for ITSM

CINDE Work Bench

Now, SummitAI introducing CINDE Work Bench (CWB), a separate application. Using CWB, the Administrators can add/update Instances, and users for a specific Instance. Also, the SME or Annotator can annotate passed or failed conversation and view the conversation in history logs.

IT Operations Management

Improved Search with New Options on the EVENT VIEW Page

Now, the Users can search for the Open Events using the newly available options Event ID and CI ID. You can use the Type In search text box to search for the Events with the additional search options Event ID and CI ID.

Enhanced Network and Drawing Board Views

Previously, SummitAI Product Suite leverages Adobe Flash Player to provide interactive user interfaces. Adobe announced that it intends to move its Flash technology to end-of-life status and it will cease to update and distribute the Flash Player at the end of 2020.

Now, SummitAI leverages the vis.js to provide the continuous interactive user interface. The following pages of the IT Operations Management are improved using the vis.js:

• Network View
• Creating Views from Drawing Board
• Editing Network Device Details

Platform

Discovery Dashboard

Now, SummitAI provides a new Discovery Dashboard page to display the data related to the discovered devices in pictorial representation. You can also view the detailed details such as total number of jobs in which the total active, recurring, one-time, and in-progress jobs. 

Discovery Templates

In previous versions, the commands are hard-coded and there is no option available to add or change the commands. Now, the Administrators can copy all the pre-defined commands to a template from the existing template based on the OS flavor. Also, the Administrators have the privilege to add the required commands as per the OS and the OS flavor.

Improved Discovery Configuration page

Now, SummitAI provides the following features and improvements on the DISCOVERY page:

• Provided Consider all IP Addresses till the last octet of the Subnet To check box. If the check box is selected, all IP addresses specified in the range between Subnet From and Subnet To are considered while discovering devices.
• Renamed Protocols field to Extended Discovery. Also, provided an option None.

• Provided multiple selection to select multiple users for WMI, SSH, and Telenet protocols.

• Provided Enable Nmap Discovery check box. If this check box is selected, the devices are discovered based on the reachability of the Nmap exe followed by the selected protocol. 

Availability Status Enhancements

To ease the user experience, the Availability Status feature is now available as a menu option in the Profile icon.

Earlier, this option was available in the MY PROFILE page. Now, by moving this option under the Profile, it enables you to easily change your availability status.

Send SMS option on SMS Gateway Configuration

A new SEND SMS option under ACTIONS panel is available on the SMS Gateway Configuration page. This option helps to validate the correctness of the configured SMS gateway by sending a Test SMS.

Mobile Number Parser

The format in which mobile numbers are available in the system differ a lot. Even if these mobile number belong to the same country. There is no standard format for entering mobile numbers. As a result, users sometimes do not receive SMS messages. 

To overcome this, a new Mobile Number Parser feature is introduced in SummitAI, this parser converts the unstructured mobile number to a structured mobile number by eliminating the difficulty involved in sending an SMS to a mobile number.

Denali

Service Management

Dynamic Approvals for the Change Record Approval Workflow

Now, the Administrators can configure a new Approver type called Dynamic Approver in the Change Record Approval Workflow. In the Dynamic Approval process, the Approvers are assigned dynamically to the dynamic approval levels from the Custom Tables based on the values provided by the users on the NEW CHANGE RECORD page.

Bulk Update of Incidents or Service Requests for Other Workgroups

Bulk Update of Incidents and Service Requests helps Analyst to save effort and time for repetitive configuration update. Earlier, the Analysts could perform a Bulk Update for Incidents and SRs for the Workgroups they had access to. Now, the Analysts can also do a Bulk Update of Incidents and Service Requests of other Workgroups to which they do not have access.

Better Work Allocation With Analyst's Availability Status

In the previous versions of the Application, while assigning Analysts to Incidents or Service Requests, it could not be checked if the Analyst is available or working in the current Shift.

Viewing Problem Records from Other Workgroups

Earlier, Analysts could only view the Problem Records of the Workgroups to which they had Analyst access. Now, the Analysts can also view the Problem Records of other Workgroups to which they do not have Analyst access.

Autofill Control

The Autofill control helps users to automatically search and suggest the option(s) based on the specified keyword. It is useful when the number of records is more in the drop-down list (such as, Common Master, Customer Master, etc.) and user has to scroll the long list to select the required value. It also helps in optimizing the Application performance.

New Incident for User Page While Converting a Call to an Incident

When a Call Record is identified as an Incident or Service Request by the Analyst, the Call Record is auto-closed, and the Analyst is navigated to log an Incident or Service Request.  Now, the Analyst can navigate to the Log New Incident for User page directly and fill in all the required details. This helps the Analysts in easy navigation and quick data entry without navigating through multiple pages.

Checklists for Incident and Service Request Work Orders

Now, the Administrators can configure the Checklists for Incident Work Orders and Service Request Work Orders. Checklists help to ensure that all the required activities are performed in order to resolve a Work Order. These Work Orders are created for Incidents and Service Requests. This, hence, allows a more granular-level checks for resolving Work Orders.

Weekly Consolidated E-mail Notification to SR Approver

Earlier, daily e-mail notifications were sent to the SR Approver for SR approval. Now, a weekly consolidated e-mail notification is sent to the individual SR Approvers for SR approval. Following are the three options that are generally available for each SR to the SR Approver:

• APPROVE
• REJECT
• REFER BACK TO REQUESTOR

Change Caller for Call Records

The Analysts can now change the Caller details for a Call Record. Notifications are sent to the new Caller only if there are any subsequent changes. 
Example: If the Caller Type or Status is changed, notifications are sent to the new Caller. 

Manually Closing Incidents and SRs Overriding Auto-Closure Configurations

The Analysts can now choose to manually close the Incidents and Service Requests, which are configured for auto-closure. This provides more options and flexibility to the Analysts to close the Incidents and Service Requests.

Asset Management

Software Non-Compliance Alerts When Software Installation Exceeds Threshold

E-mail notifications are now triggered to the configured recipients when the installation percentage of a Software exceeds the configured Threshold values.

Viewing Updated Asset Details (Updated via Excel) and More Controlled Process

Now, the Asset details that are updated via Microsoft Excel are moved to Staging first before moving them to Asset Inventory after verifying the details. The updated Asset details can be viewed using the Application interface.

IT Operations Management

Circuit ID Details and Common Device View

Following new features are added:

• Circuit ID Details for Network Devices and Network Links
• Common Device View

Restricting Multiple Incidents for Similar Events or Alerts

The Event Correlator is enhanced where instead of creating multiple Incidents for the similar Events or Alerts, a single Incident is created based on the configured Event Processing Rules. 

Oracle RAC and PostgreSQL Monitoring Parameters for Servers

New Monitoring Parameters are added for the Wintel Servers.

Platform

Template to Import Users

Earlier, the Administrator needs to create a new template every time to import the User details. Now, the Administrator can easily import the user details with the help of the template available in the SummitAI Application. A new icon, DOWNLOAD USER IMPORT TEMPLATE is added on the ACTIONS panel of the EXCEL IMPORT page. The template can be downloaded by clicking the DOWNLOAD USER IMPORT TEMPLATE icon.

Dynamic Data Masking

Dynamic Data Masking (DDM) is a new feature that limits sensitive data exposure by masking it to non-privileged users. It can be used to greatly simplify the design and coding of security in an  application.

Language Translation

Earlier, the SummitAI application was offering Language Translation options where it was using Google or Microsoft translations. This release onward, Google or Microsoft translation options are no more available. Instead, a more flexible Language Translation feature is available where the organizations can choose the Language Translator they want to use and integrate it with the SummitAI application. Using the Language icon available on the Quick Actions Bar of the SummitAI application, the users can continue to use the Language Translation option.

Orchestration (Beta Release)

SummitAI Advanced Orchestration Application [Beta]

From the Denali version onward, the SummitAI Orchestration will be available as a separate module with the following advancements:

• SummitAI Orchestration Architecture
• Orchestration Admin Console and Designer
• Orchestration Decision Engine

Denali SP1

Service Management

Risk Analysis for Problem Records

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).

SLA Violation Reason Configuration for Problem Management Module

Now, the Administrators can configure the SLA Violation Reasons for the RCA Violation or Resolution Violation. When the RCA Deadline or Resolution Deadline is violated on the PROBLEM RECORD page, the user can select configured RCA Violation Reason or Resolution Violation Reason. 

Service Window Configuration for Problem Management Module

The Administrators can now configure the Service Window on the SLA SERVICE WINDOW page of the Incident Management module. The Service Window, which is configured as Considers for Problem Management, are populated in the Service Window drop-down list on the DEADLINE CONFIGURATION page of the Problem Management module.

Linking or De-Linking CIs and Retrieving CI Relationship Using APIs

The following new APIs are added for the CMDB module:

• Linking CI Relations
• De-linking CI Relations
• Retrieving CI Relationship

Linking Services on CI RELATIONS Tab

Now, you can link Services on the Configuration Item ID page. A new option Service is available under the CI RELATIONS tab of the Configuration Item ID page. Services that are linked on the Configuration Item ID page display the CIs under the GENERAL tab of the respective Service on the Services page.

Deadline Configuration for the Problem Management Module

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.

Export Incident and Service Request Details in PDF

Using this option, the Analysts can export Incident and Service Request details to a PDF file.

Hybrid Remote Desktop Sharing 

Earlier, the Summit Application allows the Administrators to choose either Basic Remote Desktop Sharing or Advanced Remote Desktop Sharing. If the Advanced Remote Desktop Sharing is enabled, the users are not able to use Basic Remote Desktop Sharing and vice versa. This does not provide flexibility for the Customers who want both Basic and Advanced Remote Desktop Sharing. Now, the Administrators can enable both Basic Remote Desktop Sharing and Advanced Remote Desktop Sharing options and the Analysts can choose between the Basic or Advanced Remote Desktop Sharing.

Improved Search Experience 

Now, the End User Dashboard search experience is enhanced with a robust search logic that enables the End Users to find the most relevant search suggestions. Also, now the Search system supports industry-standard operators such as Double Quotes, AND, OR, NOT, etc. 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 for their keyword searches.

Asset Management

Editable Location Info of Reconciled Assets

Now, upon the rejection of reconciled Assets due to an incorrect location on the ASSET RECONCILIATION page, the user can update the Floor and Cubicle details under the Location Info tab of the MY ASSET LIST page. Accordingly, the Administrator can view the modified location details on the RECONCILIATION ASSET REPORT page. 

Notifying Users on Bulk Asset Allocation

Now, E-mail notifications are triggered to the respective users to whom the Assets are allocated during the Bulk allocation process. This applies to Fixed Assets and Non-Fixed Assets (Consumables and Accessories).

Request Type for Fixed and Non-Fixed Asset Allocation

Now, the Analyst can select the Request Type along with Request ID while allocating a Fixed or Non-Fixed Asset (Consumable, Accessories, and Software) to a user. This allows the Analyst to specify the Request ID without a prefix (SR/IM/WO).  The specified Request ID is then linked to the selected Request Type. The Request Type field and the options populated in its drop-down list are available based on the configuration of the ASSET APPLICATION SETTINGS page.

Invalid MAC Address Exclusion List

Now, the user can add an invalid MAC Address to the exclusion list on the  INVALID SERIAL NUMBER/MAC ADDRESS pop-up page.  

MAC Address stands for Media Access Control. It is a hardware identification number that uniquely identifies each device on a network. While discovering machine details, if the discovered MAC Address value matches the string listed on the  INVALID SERIAL NUMBER/MAC ADDRESS pop-up page, the application ignores MAC Address as a unique identifier. 

More Control Process while Allocating or Deallocating Licenses

Analysts can narrow down the search of Licenses by excluding expired licenses on the ALLOCATE/DEALLOCATE LICENSE list page. Expired licenses denote consumed, zero quantity licenses, and license less than zero counts. By default, the revised list displays only the available licenses for the allocation process.

Configurable Request ID Linking at Tenant Level

Now, the Request ID linking on the Asset Allocation page is configurable at the Tenant level. After selecting the Restrict Request ID For Asset Allocation check box on the APPLICATION SETTING BY TENANT page, the Incident ID, SR ID, and Work Order ID associated with the selected Tenant are linked to the Assets on the ASSET ALLOCATION page. The Request IDs of other Tenants are not linked and shown as invalid.

Asset Integration Naming for Tenant

Now, the Administrator can configure multiple integrations for the same Tenant instead of configuring one integration method for a Tenant (For a Tenant, data discovered either using SCCM or Lansweeper is posted into the SummitAI database). The specified Integration Name is used as a reference to easily identify and distinguish the Integration types that are configured for a Tenant.

E-mail Parser For Asset Allocation

Earlier, the user would accept or reject the allocated Asset by clicking the Accept or Reject icon on the MY ASSET LIST page. Now, using the E-mail parser feature, the user can also accept or reject the allocated Assets without logging into the application. E-mail Parsing helps in screening E-mails in bulk. Based on the predefined rules, the E-mail parser fetches the specific E-mails.

IT Operations Management

Monitoring Parameters for SQL, Oracle, and HPE 3PAR Storage

Additional monitoring parameters are added to monitor SQL Server and Oracle Server. Also, new monitoring parameters are added to monitor the HPE3PAR Storage. The Parameter grouping helps in better organization and improves searching ability.

AWS CloudWatch Integration

Now, you can integrate AWS CloudWatch with the SummitAI application. Using this integration, the Administrator can view the performance of services that are monitored in AWS CloudWatch on the SummitAI Application under the Reports page. Also, Incidents are logged in the SummitAI application for the configured Alarms on the AWS CloudWatch.

Platform

Common Master and User Master APIs

The following new APIs are added for the Common Master and User Master:

• Creating or Updating the Common Master
• Creating or Updating the User Master

Broadcasting

The Broadcast feature is available to send announcements to a large number of audiences through an SMS or an E-mail. Using this feature, you can schedule, and auto-send all planned activities or announcements to the audience. Based on the urgency of the message to the audiences, you can schedule a planned activity or send it immediately.

Tenant Based Self Service Portal

Now A new Tenant Based Self Service Portal is available to the End Users, where the dashboards are available as tabs based on the Tenants and the Theme configuration. Using these tabs, the End User can switch between the Dashboards of different Tenants and interact with the dashboard based on the business requirements.

Enhanced Search on the End User Dashboard

Now, the End Users have a new search experience on the Self Service Portal. End Users get the categorized search results based on the modules while searching the record details in the Search field. By default, the search records display under the All tab. 

The enhanced search feature works in such a way that the users can select the available Knowledge Base, Incident, or Request records while searching in the Search field. 

Integration and Creation of Advanced Reports Using Exago

Now, you can integrate with Exago reporting tool to create new detailed BI Reports, Reports Summary, and Reports with Charts. Using this integration, the users can create Reports with ease and interact with the Reports without having knowledge on data structure.

Sierra

SummitAI for ITSM

Golden Catalogs

Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. 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 CategoriesThese Golden Catalogs 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.

Service Management

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. 

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 be 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. 

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. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incidents/SRs and when the End User tries to log a new Incident or SR. The Administrators can now customize the Feedback message text as per the organization's requirements. A new text box, Customized Feedback Message, is added on the FEEDBACK CONFIGURATION page for 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 and SERVICE REQUEST LIST page.

UI Enhancements

SummitAI team is always working on improving the User Experience of the Application. As a part of that initiative, the following pages are given a face lift to improve the look and feel of the Application:

• New Service Request page and the related Catalog page
• My Cart Items page
• Survey page
• My Entitlements page
• Approve Service Requests page
• USER DELEGATION page
• Approve Service Request Detail page

Asset Management

E-mail Notifications For Contract Expiry

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.

New Asset Code Phrase

A new Asset Code phrase, *SequenceIDIncrementalByCategoryMakeEntity*, is added on the ASSET CODE CONFIGURATION pop-up page. If this is selected, the Asset Code is created with the combination of Category, Make, and Entity. If any of the combination is new or different, the Asset Code sequence begins again. And, if the Asset Code is the same combination, it continues with the same sequence. 

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.

IT Operations Management

Monitoring Virtual Machines of ESXi Servers Using vCenter Protocol

Now, the vCenter protocol is used to monitor the Virtual Machines of ESXi Servers. To monitor the Virtual Machines (VMs) installed on the ESXi Servers, the Administrators should install the vCenter Server on the SummitAI Proxy Server. You can monitor the parameters, such as CPU and Memory Utilization, Disk, Services using Windows PowerShell commands.

Additional Proxy Server or URL for Agent-Based Monitoring

A 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.

Platform

Write Your Own HTML Codes

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.

Configuring and Mapping Golden Catalogs

Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. 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

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. On the NEW USER page, a new option Login Type as API Key is added. Two new fields, API Key and API Key Expiry are added.

Work Order Search Option in Global Search and Global Search Optimization

The users can also search for Work Orders using Global Search (Click the   icon in the Quick Action Bar). A new check box, Workorder, is added.

Session Timeout for SummitAI Application

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.

Sierra SP1

SummitAI for ITSM

Live Agent Transfer

CINDE can now transfer conversations to an Analyst in instances where either CINDE is unable to provide correct solution to the End User's queries or if the End User wants the conversation to be transferred to an Analyst. This improves customer satisfaction, where the user queries are transferred directly with all the conversation history to a live Analyst, providing quicker solutions to the users.

Knowledge Management Enhancements for CINDE

The following Knowledge Management enhancements are done for CINDE:

• Self-Help Knowledge Articles
  Now, the users (Analysts and End Users with the Knowledge Record Author access) can configure a Knowledge Record as Self-Help Article while creating a new Knowledge Record. This helps CINDE while fetching the Knowledge Records based on End Users' queries and displays the Self-Help article only. This helps the End Users to resolve their queries by themselves. 
  
  
• Helpful or Not Helpful Feedback
  Now,  the End Users can provide feedback by using the icons Helpful and Not Helpful for a Knowledge Record displayed by CINDE in response to the End User's query. This helps CINDE to identify the most helpful Knowledge Record and display it on top of the list when a user is looking for a similar intent. It also helps CINDE to get trained and improves its accuracy to fetch the KRs.

Spell Check and UI Enhancements for CINDE

The following enhancements are made for CINDE:

• Spell Check
  
• UI Enhancements

Service Management

E-mail Notifications

Various improvements are made related to the e-mail notifications sent to the users or Approvers for Incidents and Service Requests as follows:

• Service Requester Remarks in E-mail Notifications
• Refer Back SRs from SR Approval E-mail Notifications
• More Relevant Information in SR Approval E-mail Notifications
• Update Details in Incident and SR Update E-mail Notifications

Asset Management

Multiple new functionalities are added to Contract Management as follows:

• Category-Role Mapping and Category-Alert Configurations
• Save Draft Option for Contracts  
• Additional Columns and Grouping of Columns for Contract Details
• Maintaining Various Versions of Contracts    
• Multiple SPOCs For Contract Expiry Notifications
• New Website URL Custom Field for Contract Management
• Control View or Edit Access to Contracts

IT Operations Management

Event Correlator

The SummitAI Event Correlator is used to identify the few Alerts or Events that should be analyzed for raising Incidents from a pool of large number of Alerts and Events that are triggered in a Monitoring tool. SummitAI Event Correlator connects with any Monitoring tool (For Example: SolarWinds, Nagios) and collects all the Alerts and Events. These collected Alerts and Events are sent for processing and for logging Incidents with the respective Workgroup and Priority. 

Paging Space Monitoring Parameter

A new Monitoring Parameter, Paging Space, is added under Non-Wintel Parameters to monitor the paging space of the Servers. 

Platform

OTP for Master Reset and Master Unlock

While performing Master Reset and Master Unlock for users, an additional layer of security is added with OTPs. OTPs are generated and sent to the users' registered mobile numbers, which the users need to enter when an Admin is performing Master Password Reset or Master Account Unlock using the SummitAI Password Management module.

WebEx Option to Set Up Conference Calls

Most of the users are comfortable using WebEx or Twilio to set up Conference Calls. Now, the WebEx option is added in addition to Twilio, allowing the users to use WebEx to set up Conference Calls for Major Incident discussions and resolutions.  Whenever a Major Incident is created, a notification is triggered to the configured recipients to join the Conference Call. The recipients join the Conference Call and work together to resolve the Major Incident on a fast track. WebEx provides on-call support for Major Incidents using a secured channel. A new option, WebEx, is added on the CONFERENCE CALL – TWILIO page. 

Front-end Configuration for Advanced Remote Desktop Sharing

A new front-end configuration is added in the SummitAI application, where, the Administrators can configure Advanced Remote Desktop Sharing option for both On-Premise and On Cloud SummitAI installations. Earlier, the Advanced Remote Desktop Sharing feature was available only for the On-Premise instances. The Administrators had to make the configurations from the backend. Now, the configurations are available on the front-end with options available for both On-Premise and On Cloud.

Upload Holiday Lists in Bulk

The Administrators can now upload Holiday lists in bulk using Microsoft Excel import and save time. This is especially very time-saving for organizations spanned across multiple locations following different holidays.

Alps

SummitAI for ITSM

Introducing CINDE

CINDE – Conversational Interface and Decisioning Engine – is a Conversational Virtual Agent. The End Users can interact with CINDE to quickly log Incidents or create Service Requests (SRs). CINDE can also help users edit or check the status of existing Incidents or SRs. 

Users can interact with CINDE via a chat interface using conversational English. CINDE uses sophisticated Artificial Intelligence (AI), Machine Learning and Natural Language Processing (NLP) technologies to understand the user’s query and determines the best course of action, executes the action, and responds back to the user.

Service Desk Intelligence Catch Dispatch

Catch & Dispatch is the SummitAI for ITSM capability to automate Categorization and Classification of all Incidents and Service Requests making the Analyst’s job faster and simpler. 

The Analysts can view and apply the AI suggestions by clicking the CINDE icon on the ACTIONS panel of the Incident/Service Request details page. A pop-up page is displayed with suggestions.

Auto-Resolution

Auto-resolution of IT tickets eliminates Analysts’ involvement in repetitive mundane tasks. The Analysts can focus on more complex tasks. SummitAI  for ITSM can automate some IT service tasks with well-defined steps.

Configured CINDE with Knowledge Base Articles

Now, CINDE displays a set of related KB articles to help the users resolve the issue before logging any Incident. This helps in quick and easy resolution of issues and reduces the number Incidents logged by the End Users.  If the KB articles cannot resolve the issue, the user can continue to create an Incident to log the issue.

CINDE Displays Frequently Asked Questions

Now, CINDE displays the Frequently Asked Questions to the End User. This helps the End Users to get prompted with the most probable issues, which they can select and find a solution before logging any Incident. This helps in quick and easy resolution of issues and reduces the number Incidents logged by the End Users. With this, the users can ask CINDE for information and get answers in a conversational way. The Frequently Asked Questions (FAQs) output is specific to the respective organization based on the data input provided to CINDE.

Multi-Channel Support for CINDE

Previously, CINDE was only available in the SummitAI application to interact with the users and raise Incidents and Service Requests.

Now, CINDE is also available on Web chat, Microsoft Teams, Skype for Business, Slack and Jabber as a contact for the configured users. With this, the users can log Incidents or raise Service Requests directly from Web chat, Microsoft Teams, Skype for Business, Slack and Jabber without logging into the SummitAI application.

CINDE Supports JavaScript Validations

Now, CINDE supports the JavaScript validations that are configured for Catalogs in the SummitAI application. Using JavaScript support, the fields of the Catalog can be enabled, disabled, and pre-filled. Based on the data provided in the text fields, the validation messages are pop-up in the SummitAI application. The same concept is applied in the CINDE in a conversational way.

Service Management

Executive Dashboards

New Executive Dashboards can be now added for the Senior Management, which can be customized as per the user requirements. 

On the EXECUTIVE DASHBOARD page users can view various reports related to Incident Management, Service Request Management, and Change Management modules. Additional 80+ reports are added under Advanced Reports, which can be added under the various tabs of the EXECUTIVE DASHBOARD page.

Edit Access for KB Approvers and Publishers

Earlier, Knowledge Base (KB) Approvers and Publishers could not edit the Knowledge Records (KRs) and only Authors could make changes to the KRs. If any change was required in a KR, the Approver or Publisher had to refer back the KR to the Author. After the Author made the changes to the KR, it used to follow the regular approval cycle, which used to increase the overall time taken to publish the KRs. Only the published KRs are available to the End Users and Analysts. Due to this, many of the KRs were stuck in the approval cycles.

Orchestration - Licensed Plug-In

Orchestration previously called as Runbook Automation is now available as a licensed plug-in with SummitAI Service Management module. It was earlier available as part of the SummitAI Service Management module. From Alps release onwards, additional licenses are required by the users to use the Orchestration module.

Creating Information Service Catalogs

The Administrators can now create Information Service Catalogs. In this Service Catalog, only a rich text box is provided. No Workflow needs to be defined for the Information Service Catalogs. This is useful where the users request for information instead of a service or product. On the FORM BUILDER page, a new field, Purpose is added. Select the Information Item to create an Information Service Catalog.

Search Knowledge Records KRs and View More Relevant KRs Related to Incidents

Earlier, the Analysts could view only the linked Knowledge Records to the Incidents. However, they could not search for Incidents on the KNOWLEDGE BASE pop-up page. 

The KNOWLEDGE BASE pop-up page is now modified, and the following new sections are added:

• LOOKING FOR AN ANSWER: The Symptom of the Incident is automatically picked up and search for the Knowledge Records.
• KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident. This helps in easy search of more relevant KRs and using them for resolving the Incidents. 

Improved Knowledge Record Search Results

Earlier, when an End User or Analyst searched for Knowledge Records using associated word(s) in the LOOKING FOR AN ANSWER text area, the word was searched in the Keywords, Question, and Answer fields of the Knowledge Records and ordered based on 'most viewed' on top of the list.

Now, the following search priority order is followed to search the associated word(s):

1. Search from the Keywords field of Knowledge Records
2. Search from the Question field of Knowledge Records
3. Search from the Answer field of Knowledge Records

View/Update Incidents of Other Users Who Belong to Selected Customer and/or Location

The End Users can now view, cancel, escalate, edit, and update the Additional Information section of the Incidents, which are logged by other users who belong to different Customer and/or location. Earlier, the End Users could only view their own incidents and the Incidents logged by other users who are mapped to the same Customer(s) to which the user is mapped.

Notifying Source and/or Target Workgroup Owner(s) On Changing Workgroup and/or Analyst

The source and/or target Workgroup Owner are now notified when an Incident/SR is reassigned to another Workgroup and/or Analyst. This helps the Workgroup Owners to take immediate action on the reassigned Incidents/SRs.

Exporting CI Relationship Data to Microsoft Excel Sheet

The Analysts can now export the CI relationship data displayed on the RELATIONSHIP pop-up page of the CONFIGURATION ITEM ID page using the Export to Excel icon.

Incident Escalation Based on Time When E-mail is Sent from Analyst to End User

Now, the Administrators can configure additional Incident escalation based on the time of an e-mail that is sent from an Analyst to an End User.

Custom Fields in Problem Management Module

Now, the Administrators can add Custom Fields in the Problem Management module. On the FROM BUILDER page, the available custom controls are Group, Text/ Text Area, Checkbox, Drop-down, Date, Number, E-mail, File, Price, Website, User, Radio Button, and Multivalued drop-down. In addition to the standard fields, the Administrators can add the required custom controls under the GENERAL and ADDITIONAL INFORMATION tabs of the NEW PROBLEM RECORD page.

New Keywords for Incidents and Service Requests (SRs)

Following new Keywords are added for Incidents and SRs. These are now available to the End Users, which can be added in the Templates for receiving notifications.

• Contact Number
• Country
• City
• Address
• Zip Code
• User Level
• Alternate Email IDs

Allow Analysts to Edit Symptom and Description of Incidents and Service Requests (SRs)

Now, the Analysts can modify the Symptom and Description of the Incidents. Similarly, the Analysts can modify the Description of the Service Requests. The changes made by the Analysts are validated, captured in the Change History, and reflected on the End User pages.

Preventing Duplication of Incidents

For the following combination of Incident Details that is Caller, Category, and Custom Attribute, if an Incident is already logged, the application prevents you from creating Incidents with the same combination of Incident Details (Caller, Category, and Custom Attribute).

Asset Management

Requesting Multiple Software Using Single Service Request

End Users can request for Software using the Service Request Form, all the requested Software are deployed on the End User's Asset through Orchestration. The Software License stock is validated and allocated during the installation process. This is achieved through the NEW SERVICE REQUEST page.

Search Assets By Host Name in Global Search

The users can now search for Assets in Global Search using the Host Name of the Assets. This improves the searchability of Assets.

Time Zone Configuration for Asset Location and Store

A Time Zone is a geographical region on the globe specified for varying local business hours. The Administrators can now configure the Time Zone for Asset Locations and Stores. Under the DETAILS section of the LOCATION AND STORE page, the Administrators can now select the Time Zone. Right-click any Location and click CONFIGURE. Set the values on the LOCATION DETAILS pop-up page.

Quick and Easy Contract Configuration

Adding a new Contract in SummitAI Asset application is now made easy. On the CONTRACT MANAGEMENT page, the users can click the Configure icon and directly navigate to the configuration screen to configure the drop-down values. Similarly, the Configure icons are added on the AGREEMENT DETAIL page. This saves time and effort in navigating to multiple pages for the various configurations.

Ability to Update the Asset(s) Referred Back by Checker

Now, the Maker can update the details of the Asset(s) Referred Back by the Checker. These Referred Back Assets are displayed under the newly added Referred Back column on the FIXED ASSET page. On clicking the count value under the Referred Back column, the Checker is navigated to the FIXED ASSET page. The Maker can select the Asset(s) that are Referred Back by the Checker and update the required details.

Easy Asset Tracking with Source Store Information While Moving Assets

Now, while moving Asset(s) from one Store to another Store, the source Store information of the Asset(s) is also displayed in addition to the destination Store. This helps in easy tracking of Assets. On the FIXED ASSET, SEARCH ASSET, and ASSET TRANSACTION DETAILS REPORT pages, a new column, Previous Store is added to display the source location of the respective Asset(s).

Restricting Asset Cost Limit

Now, while adding and/or updating the Asset(s), the Administrators and Analysts can provide the Asset Cost within the limit set by the Administrators.

Platform

GDPR Compliance

The General Data Protection Regulation (GDPR) is a regulation in EU law on data protection and privacy for all individuals within the European Union (EU) and the European Economic Area (EEA) to give users more control over their personal data. SummitAI Application is Now GDPR-Compliant.

The SummitAI application complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users to view their personal data. After the user acceptance, the personal data will be stored in the SummitAI application in an encrypted form. The following fields are considered as personal data, encrypted, and stored: Joining Date, E-mail ID, Login ID, Country, Address, Contact Number, Mobile Number, State, City, Pin, and Role. If any of these fields are blank, data for the blank fields will not be encrypted and stored.

Customize Fields Using Scripting

With new Scripting option available on few of the pages of the SummitAI application, the Administrators can now write their own Java Script and CSS codes to customize the fields available on the pages.

Multi-Language E-mail Templates

The e-mail notification templates can be now configured in various languages. If configured in the application, the e-mails are sent in the language that is preferred by the recipient.

Bulk User Import from Azure Active Directory

Now, in addition to Microsoft On-Premise and Google, the Administrators can bulk import the user details from Azure Active Directories as well. On the AD IMPORT page, under the User Directory drop-down field, a new drop-down value Azure is added using which the Administrators can bulk import the user details from Azure Active Directories to the SummitAI database.

Domain-Based SSO Configuration

Now, the Forms, SAML, OAuth, and Proxy authentications can be configured for a specific Domain. On the SSO CONFIGURATION page, a new field, Domain is added using which the Administrators can configure the domain-based Forms, SAML, OAuth, or Proxy authentications. Also, a new FILTERS pop-up page with Domain filter option is added on the SSO CONFIGURATION list page.

Adding New Users With OAuth and SAML Authentication Types

Now, a new user is created if a user who is not a part of SummitAI database tries to log in to the SummitAI application. The configured Time Zone and Role Template are assigned to the newly created user.

Improved Look and Feel of Application Header

The look and feel of the SummitAI application header are improved for better user experience. A new drop-down list is added under the profile picture. The newly added drop-down contains the values, such as Edit Profile, Switch User, Switch Role and Logout.

Procurement

Procurement Details on End User Service Request Details Page

The End Users can now view Procurement details related to the Service Request they have raised. This helps them to check the status of the Service Request, which requires procurement of products.

IT Operations Management

SNMP Traps Monitoring Parameter

A new monitoring parameter, SNMP Traps, is added to send the trap messages from the SNMP enabled Network Devices or Servers to the trap receiver. Based on the rules configured in the EVENT PROCESSING page, the traps received from the Network Devices or Servers are processed in the trap receiver and the central collector. The processed traps are created as Events and based on the criticality of the Events and co-related with the existed monitoring parameter, an Incident is created to resolve the cause of the Event.

Alps SP1

Service Management

CC Recipients for Service Requests

Now, the users can specify the name of Cc recipients for Service Requests. These Cc recipients are notified when an SR is raised or updated for the selected Service Catalog.

Copying Option for KB URL

Now, the users can copy the KB URL using an icon aligned next to the URL name. After the user clicks the copy icon, it changes to another icon that indicates the URL is copied. This enhancement is done on the following pages: 

• On the KNOWLEDGE DASHBOARD page, under the KB DETAILS pop-up
• On the USER DASHBOARD page, under the KB DETAILS pop-up
• On NEW INCIDENT page, that is enabled with the Knowledge articles.

Improved Look and Feel of End User Pages

Now, the look and feel of the Service and Incident Management End User pages of the SummitAI application is improved. This improvement is done on the following pages of the application:

• NEW INCIDENT page
• INCIDENT ID page
• My Issues page
• NEW SERVICE REQUEST page
• SERVICE REQUEST ID page
• My Issues page

Time Stamp for CI Maintenance Activities

Now, on the From Date and To Date calendar pop-up of the CMDB SCHEDULE MAINTENANCE page, the Administrators can also specify the From Time and To Time to schedule the maintenance of a CI. Earlier, the Administrators could only specify the From Date and To Date values. This avoids CI maintenance activities to run for an entire day.

Asset Management