Feature released in SummitAI Service Management (Incident Management and Service Request Management, Alps)
What's New?
The following Escalation Level Wise DN tables are added in the Incident Management and Service Request Management modules for Manual and Auto Escalation.
Incident Management
- IM_RPT_DN_Auto_Escalated_ETR
- IM_RPT_DN_Auto_Escalated_Pending
- IM_RPT_DN_Auto_Escalated_ReAssignments
- IM_RPT_DN_Auto_Escalated_Resolution
- IM_RPT_DN_Auto_Escalated_Response
- IM_RPT_DN_Manual_Escalated
Service Request Management
- SR_RPT_DN_Auto_Escalated_Pending
- SR_RPT_DN_Auto_Escalated_PendingApproval
- SR_RPT_DN_Auto_Escalated_ReAssignments
- SR_RPT_DN_Auto_Escalated_Resolution
- SR_RPT_DN_Auto_Escalated_Response
- SR_RPT_DN_Manual_Escalated
Known Issue
The following fields will not be available in IM_RPT_DN_TicketMaster DN table and IM_RPT_DN_TicketMaster_Vw DN view from Alps release.
Please de-link these fields from all BI Reports and custom views whereever these are used. Else, it may cause business impact due to BI Report failure.
- Color Code
- Device Host Name
- IP Address
- MAC Address
- Model No
- Purchase Order No
- Serial No
- Warranty
- Workorder Name
- No Of Days
- No Of Hours
- No Of Minutes
Users may expect a delay in execution completion of DN upgrade, due to update happening on all existing records of standardization columns value.
The following standardized column values are about to update which are added for BI (Alps).
- [Assigned Workgroup ID]
- [Customer ID]
- [Location ID]
- [Tenant ID]