SummitAI Service Management Help

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You can enable and modify Email notifications for Change Management. Additional email ids can be configured if change requests meet the specific conditions on Workgroup, Category, Change Type and Status. To gain a better understanding of why and how the Email Notifications are useful for Change Management, consider the following scenario.
Scenario
A high risk and high impact Security breach is considered emergency Change type. This is a change with time constraint. A change request with high priority is created since systems are vulnerable while executing emergency changes. When the CR is approved and implemented all Application team heads and supervisors need to be sent an email notification.

The following figure depicts an example of mail sent when change record status matches the configured conditions in Notification template.   

Figure: Example depicting Email Notification sent to registered and additional Email Ids

Note

The CR status as ‘Implemented’ is just an example to depict the use-case. Any one of the other CR statuses can also be used for Email Notification based on condition(s) matched.

Role and Access

Admin can view email notification configuration in Change Management module. Here other email ids are configured. Access to email configuration is role based and it is set in role template of Admin configuration.

Benefits

Capability to trigger automated email-notifications to desired email ids, upon matching the specified conditions.
Reduces manual activity of informing respective stakeholders.
Extremely useful to keep key stakeholders informed as soon as CR status matches those defined in the conditions to trigger email notification to respective workgroup.

To configure CM E-mail Notifications:

Navigate to Change > Configuration > E-mail Notification.
On the E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
Select the Tenant on the left panel after which Workgroup gets activated. This has list of assigned workgroups. Select the Workgroup.

For more information about the fields on the E-MAIL NOTIFICATION see, Field Description.

Select Change Type from the dropdown list. All option can be chosen as required for configuration.
Select one
Select Categories configured in Change Module for the selected Tenant are present with a multi select checkbox in each row.
Select More than one User can be selected. Email ids that are linked to selected user are fetched from master data.
To add Other Email IDs, click the checkbox next to email id to enter the mail ids of users who are not registered. Add multiple ids using semicolon (;).
Click SUBMIT. A new E-mail Notification is configured.

Figure: Email notifications in Change management

Field Description

Field	Description
Workgroup	Select the Workgroup from the list. The list consists of assigned workgroups of the CR. An e-mail notification is sent to all the configured recipients if any members of the selected workgroup log a CR.
Change Type	The approval process takes place based on selected Change type. The drop down consists of Emergency, Expedited, Normal, Standard, Custom Change type and ALL. Select the change type for which the additional email notifications must be sent.
Active	Indicates the status set for the Email configuration. If selected, the email notification configuration becomes active. If not selected, the email notification configuration becomes inactive.
Status	Select a required status. If this status meets with the status of the logged change request, an e-mail notification is sent to the specified recipients.
Other Email ID	Specify the email ids of the other unregistered personnel. These recipient IDs can be from the organization like summit registered or outside the organization like out of summit, to whom the problem request update email notification should be sent as a priority
Category	All the categories configured in Change Module for the selected Tenant will be present with a multi select checkbox in each row.
User	Select the check box to send the e-mail notification about the change update to specific User. If the selected user logs a change request, then the selected User along with the recipients specified under Other E-mail ID field gets notified through e-mail.

ACTIONS

This section explains all the functionalities displayed on the  ACTIONS  panel of the E-MAIL NOTIFICATION page.

Figure: List of E-mail Notifications

Click SHOW LIST to display the LIST table showing all the E-mail Notifications configured in the Summit AI application for the selected Tenant.

To edit an E-mail Notification, click the Workgroup Name.
Make appropriate changes and click SUBMIT.

Note

When the configured E-mail Notifications are displayed under the LIST table, the button ADD NEW is displayed on the ACTIONS panel.

Email Notification template
Admin can use the email template to send notifications to additional recipients along with registered mail ids. When the condition of a change record matches with any one of the defined conditions, an email will be triggered to configured audience.
To edit custom email template, perform the following steps:
1) Select Admin> Notifications> Notification Template.
2) Select Tenant.
3) Select Change Management from change dropdown.
4) From the list of email templates click the Custom email notification. Subject is a mandatory field and is editable. Mail Body is also editable.

Figure: Custom E-mail notification

Note

Send Mails For Summit this scheduler job triggers mail for Change Management. This is the same job that triggers mail for Service Request and Incident Management.

To access the scheduler:

Navigate to Admin > Custom Scheduler> Send Mails For Summit.

Figure: Custom Scheduler that triggers mail

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