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Feature released in SummitAI IT Service Management (Problem Management, Tahoe)

What's New?

Now, a new tab, COMMUNICATION is introduced in the Problem Management Module like in the Incident Management and Service Request Management modules. Under the COMMUNICATION tab, the Users can view and update the following:

• User Communication: Type in the problem information that you want to share with the Requestor. Only the workgroup Analysts can update the User Communication.
  Also, the Analysts can use the preconfigured templates to update the User Communication and can add relevant documents under the ATTACHMENTS section. For more information about how to configure User Communication templates, see Configuring User Communication Templates for Problem Management.

• Private Log: Type in the problem information that you want to share with other members of your Workgroup. Apart from workgroup Analysts, the Private Log can be updated by Authorizers, Approvers, and Reviewers.
  
  
  Figure: PROBLEM RECORD DETAILS page  - COMMUNICATION tab
  
  

  Note:

  From Tahoe Release the LOGS tab is replaced with the COMMUNICATION tab. For older records, the data updated in the LOGS tab will be displayed under the Private Log section of the COMMUNICATION tab as shown below.
  

   See Screenshot

  

  
  

UI Changes

On the TENANT page (Admin > Basic > Infrastructure > Tenant), the following sections are added:

• CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION
• MANDATORY CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION

For more information about how to configure minimum characters for the Private Log and User Communication, and Mandatory Configuration for Private Log and User Communication, refer Configuring Problem Management Module.

Figure: TENANT page

On the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template), a new tab, COMMUNICATION is added to configure user communication templates. For more information, refer Configuring User Communication Templates for Problem Management.

Figure: NOTIFICATION TEMPLATE page - COMMUNICATION tab

Figure: NOTIFICATION TEMPLATE CONFIGURATION page