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Read Complete Release Notes 

Feature released in SummitAI (Alps)

What is 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. 

Following are the various auto-resolution scenarios that can be automated using SummitAI for ITSM:

#

Use Case

Workflow

1

User On-Boarding

  1. Creates user in Active Directory.
  2. Adds user to Security Group.
  3. Adds User to Distribution List.
  4. Creates User Mailbox.
  5. Sends notification to Requester .

2

Group Mailbox Creation

  1. Create Group Mailbox.
  2. Send notification to Requester. 

3

Airwatch Access

  1. Create User on Airwatch Console.
  2. Register Device for the User.
  3. Send notification to Requester. 

4

Create Distribution List

  1. Create Distribution List.
  2. Add Users to Distribution List.
  3. Send notifications to Requester/User/Owner 

5

Delete Distribution List

  1. Delete Distribution List.
  2. Send notifications to Requester/Owner. 

6

Remove User from Distribution List

  1. Remove single/multiple User(s) from the Distribution List.
  2. Send notifications to Requester/User/Owner. 

7

Add User to Distribution List

  1. Add single/multiple User(s) to Distribution List.
  2. Send notifications to Requester/User/Owner. 

8

Change Distribution List Owner

  1. Change Owner of the Distribution List.
  2. Send notifications to Requester/Owner. 

9

Update User's First Name and/or Last name

  1. Update User's first name and/or last name.
  2. Update User's Primary e-mail id.
  3. Send notifications to User/HR. 

10

Add User to Security Group

  1. Add single/multiple User(s) to Security Group.
  2. Send notifications to Requester/User/Owner. 

11

Mailbox Size Increase

  1. Increase mailbox size.
  2. Send notification to User. 

12

Guest Wi- Fi Access

  1. Create single/bulk User(s) on Cisco ISE.
  2. Create a report in PDF format.
  3. Send notifications to User/Requester. 

13

Share Folder Access

  1. Provides Share Folder access to the User.
  2. Send notifications to User/Owner. 

14

Service Restart

  1. Start Windows Service.
  2. Send notification to Admin.
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