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

Role Template-Based Access to Perform View/Edit Action on Assets

Now, the users can edit and/or view the Assets based on the Edit and/or View access configured on the ROLE TEMPLATE - MENU CONFIGURATION page for the selected Tenant and status. If two Role Templates are mapped to the user with the Edit and View access, respectively, the Edit access precedes View access.

Summary View for Consumable, Accessories, and Software

Now, the Summary details is available for the Consumable, Accessories, and Software. The Analysts can view the summary of the Assets for the selected Tenant in terms of Category and Store, instead of filtering the Assets on the FILTERS pop-up page with each Category, Store, and Status. The summary view also displays the sum of the quantities associated to the Assets for each Category and the individual count of Allocated, In-Store, and Inactive Assets for all the Categories of the selected Tenant.

Allocate Accessories in Bulk to Users

In the Allocation Type drop-down list, an additional value, Allocate to User, is added on the BULK ASSET ALLOCATION page for Accessories. The Analysts can now allocate Accessories in bulk to a user. On the BULK ASSET ALLOCATION page, under GENERAL tab, select Allocate to User from the Allocation Type drop-down list.

Creating Incidents for Rejected Assets

Now, the Administrators can use the Scripting functionality to raise an Incident for the rejected Assets.

Platform

Password Policy Configuration

The Administrators can now define the Password Policy for a Domain. 

• Set the minimum password length
• Set if passwords should contain numbers, special characters, upper case, or lower case characters
• Set the password expiry period
• Set the notifications to be sent to the user before password expiry
• Set the number of retries allowed to enter incorrect password
• And, much more.

Multi-Login Alert

When users try to log into the SummitAI Web Application account using multiple devices, or two different browsers, or two different tabs (including incognito mode), a DUPLICATE LOGIN pop-up window with a message "Your last logged in session is still active. Click CONTINUE to log out of the previous session and to continue with this device.” is displayed.

IT Operations Management

Resolve/Close Open Events and Incidents of Deactivated Devices

Now, if the Administrators remove the hard drives of servers, deactivate a server, network device, printer, or URL, the open Events/Incidents related to these devices are moved to Completed/Resolved status. Whenever the Administrators restore the hard drives, reactivate the device, server, printer, or an URL, an Event/Incident is raised, only if the violation comes to normal state and violates again.