This page provides summary of major features that SummitAI provides from the release 5.7 onwards.

Capture selected Asset details to PDF and Attach to Approval E-mail

Capture the asset details on email as a PDF at all the approval levels by selecting the assets on the SR and link them to the request. All the asset details will be attached as PDF at all the approval levels.

Platform

API to Get Survey List

The list of surveys provided within a date range can be obtained by this newly added API. 

API to Get Survey Details

This API gets the details of the surveys submitted. It provides all details of the survey such as CSAT ID, survey questions, ratings, group name, feedback type, comments, and answers.

API to Update Survey Rating

This newly added API updates the survey ratings. 

Enhancement to Configuring Auto Escalations

The E-mail field is segregated into “To” and “Cc” fields. The recipients can be differentiated as “To” or “CC” in the escalation emails that are triggered by the system while configuring the Auto Escalation email recipients.

Enhancement to the Physical Verification of Assets function

The provision of conditional additional criteria filters has been added to target assets (inclusions or exclusions) based on customer, location, division, etc. This ensures that a scheduler job is triggered to facilitate physical verification of assets whether allocated or instore.

Store Movement of multiple fixed asset categories 

This feature introduces the capability to select multiple fixed asset categories from a single store. 

Barcode printing for multiple fixed asset categories 

This feature is designed to facilitate barcode printing for Fixed Assets, offering customization options based on selected Asset Categories. 

Multiple fixed assets allocation to a single user 

This feature facilitates the allocation of multiple fixed assets (of different categories) to a Single User through the Bulk Allocate option.  

User Delegation for Asset Management  

You can delegate the roles and responsibilities of one user to another for a specified time period. 

This feature enables the user delegation of Asset Management module for My Asset List page. 

Display Department Attribute on the allocation list screen

The values for the Department attribute are displayed on the allocation list post-allocation. The Department attribute is placed according to the defined field order.

Bulk Allocate Fixed Assets to Customers

The bulk allocation of fixed assets to the Customer and Department to achieve this, three columns have been introduced such as Allocate To, Customer, and Project.

Finance Asset and Asset Tag attributes added to My Asset List Page

The new enhancement, Finance Asset and Asset tags are added to the My Asset list page. The newly added attributes reflect on the Summit Web application and old mobile app.   

For more information for web application, refer to My Assets and for old Mobile App refer to SummitAI Service Management Mobile App User Guide.

Gate Pass Generation for Asset Actions

Enable Gate Pass Generation feature has been added at the Tenant level in the Configuration screen and the Gate Pass Generation feature has been added for asset actions such as Allocate and Deactivate.

For more information, refer to Configuring Asset Management Module and Importing and Allocating Assets in Bulk.

Bulk Allocate from Excel Import (Contract User/Temporary)

The Bulk Allocate option has been extended to allocate assets to Contract User in the Action menu along with the ability to reallocate assets even if it's already allocated. 

Capture Communication History on Keywords

This enhanced feature allows the admin to configure the count of the latest communication messages related to an Incident or a Service Request to display on the notification mail. This is captured under the Keyword *COMMHISTORY* in the notification mail.

Incident Notification:
For more information, refer to Capture and Configure Communication History from Incident.

SR Notification:
For more information, refer to Capture and Configure Communication History from SR.

Approve Button on Notification Templates

This feature allows the admin/analyst to see the approver buttons such as Approve and Reopen on the Incident notification email post its resolution and action on them(click).

Integration with WhatsApp

Summit integrated with WhatsApp to enable end users to create, modify, and track their incidents using WhatsApp.

Remote Desktop Enhancement – WebEx, TeamViewer

The Remote Desktop Sharing is available with new connectors such as WebEx and TeamViewer. RDP Type configurations are available at Tenant level as well.

For more information, refer to Configuring Application Settings, Configuring Incident Management Module, Remote Desktop Sharing_Incident, and Remote Desktop Sharing_Service Request. 

Introduced Purchase Order (PO) Number on New Discovery Page

Introducing PO (Purchase Order) number as an additional attribute on the New Discovery page to enhance asset identification and tracking​. 

Introduction of Bulk deallocation  of assets feature fromExcel 

Introducing Bulk deallocation of assets from excel feature to enable deallocation of assets in bulk​. 

Introduction of additional asset attributes on Log Incident / Service Request page

Introducing additional asset attributes such as Asset description, Bond date, Bond number, Asset age, and Acquisition value on log Incident / Service Request page. 

Domain Based Login for Mobile App

Summit enables user to log in using their domain name for secure and reliable login to effectively tackle security challenges.

Auto Allocation of Tickets through Round Robin Assignment

Round-Robin assignment is a systematic approach to allocating tasks or workload among team members. In this method, Incidents or Service Requests are assigned in a circular fashion, starting from the first team member, and proceeding through the sequence until each member has received a task. 

Confidential Key Value Protection

While mapping with a third-party application, to gain access we need to enter the credentials such as an API Key which is confidential information. To protect such confidential information, we have implemented Confidential Key Value Protection.

Copy Service Request

The Copy Service Request feature is an enhancement in the existing process of Service Request creation. The copy service request feature allows users to create a new service request with the Catalog details of existing service requests.

Enhancement of Work Order - Catalog Mapping

This enhanced feature allows the admin to create work orders with one or more parent work orders. These defined Work orders can be created at the defined time.

For more information about enhancement of Work Order - Catalog Mapping, refer to Configuring Work Order - Catalog Mapping.

Notification Template - Additional Keywords Related to Problem Management

The following two new keywords are added related to Problem Management module. 

• *PM_RCADEADLINE* 
  This keyword is to notify the RCA Response Deadline. 
   

• *PM_RESDEADLINE* 
  This keyword is to notify RCA Resolution Deadline. 

On the NOTIFICATION TEMPLATE page (Admin > Advanced > Notifications > Notification Template > Select a Tenant > Select a Template Name > Click the Keywords hyperlink), you can view the list of all the keywords.

External Web Service Mapping

The Following features have been added to the External Web Service Mapping page as part of Integration Hub Enhancements: 

• Multi-level API - Dynamic Bearer Token

• Attachment handling - Multipart/form data

SR to Project

The SR to Project feature is an enhancement in the existing process of Service Request creation. The SR to Project feature allows users to create a new Project with the Catalog details of existing service requests.

Reporting/Dashboard requirements for ITBM

The Reporting/Dashboard requirements for ITBM feature of Project Management provides a complete and accurate view of the Project status. It summarizes important project metrices, updates, risks and difficulties.

Adding Issues and Requirements on a Project

A new feature for adding Issues and Requirements has been introduced along with a feature enhancement of converting Risk into an Issue. 

Re-authentication at Service Catalog level for Service Request module

You now have provision to re-authenticate while creating an SR or Approving an SR, or updating an SR, based on the configurations done at Application Settings and Service Catalog level.

The re-authentication can be done via One Time Password (OTP) or Password.

For more information, refer to Configuring Application Settings, Creating Service Catalog, Configuring Notification Parser to Create Service Request.

Ability to switch between List and Tile view for linked CRs

The user can view the linked CRs in a tabular or grid. Introduced Filters to apply a filtering criterion to display the linked CRs.

The UI level changes are done for Minutes of Metting (MoM) section along with a new checkbox General MOM. The CAB Information is newly introduced under ACTIONS on Change Record List page.

For more information, refer to Scheduling CAB Meeting and Viewing List of Change Records.

Mutli-selection and addition of CAB members as a group

Provides an option to add the CAB members as a group for the CR approval along with individual CAB members.

Approve or Reject the Change Record (CR) proposed for the Standard Change directly via e-mail

The CAB members are notified that the CR is proposed for Standard change and can directly approve or reject the CRs proposed for Standard Change along with the CR itself via email notification based on the TENANT level configuration. The same information gets tracked in Change History of the CR as well.

For more information, refer to Approving Change Records.

An Administrator can enable or disable the above functionality at Tenant level.

For more information, refer to Configuring Change Management Module.

Capture the Original CR details while CR creation using Import Template or Cloning

The original CR details from which the template is created are captured when you log a CR using Import Template / Standard Import Template or Clone CR.

The Original CR and the template name details will be displayed in Change History and Export to PDF actions as well.

For more information, refer to Creating Change Records and Exporting Change Record Details in PDF.

Option to add multiple attachment in the following modules:

• Problem Management

• Knowledge Management

• Release Management
  
  

Attach multiple files from Attachment field at once. The details of the multiple files are displayed in a grid format with the details such as File Name, Attachment Date and Remove.

The Change History and Export to PDF captures the details of the multiple attachments added or deleted.

For more information, refer to Creating Problem Records, Creating Release Records, Adding Knowledge Records, Configuring Custom Fields for Customers, and Configuring Custom Fields for Users.

Making Child Node selection mandatory while creating a Change Record

A new configuration Enable Change Category Parent Node Selection is introduced at Tenant level.

If Enable Change Category Parent Node Selection is not selected at Tenant level configuration (Admin > Tenant > Select Module as Change Management > Configure Details) then you can select only the child category. If you attempt to select the parent category, the following message is displayed:
"Cannot select parent node."

For more information, refer to Configuring Change Management Module, Creating Change Records and Configuring CR Approval Workflow.

Option to edit Subject field

The Subject field is displayed for Problem Management, Work Order and Release Management modules as well, along with other modules such as Incident Management, Service Request, Change Management, Asset Management and IT Operations Management.

The Release Management module will be available in the Change drop-down list of modules.

Enhanced Approve Change Record list 

Improvised Approve Change Record list page with additional list and filter options to enhance the better understanding of a CR.

Introduction of HTML editor in Business Rule Designer (BRD) custom notifications. 

An option of HTML editor is introduced in the editable BRD notifications.  

Previously only Out-Of-Box standard notifications was supported in HTML editor. 

With this enhancement we bring the HTML editor support to custom notifications too. 

For more information, refer Field description in NOTIFICATION section of Business Rule Designer.

This enhancement is introduced in Change Management too. Show HTML and Keywords are introduced. For more information refer Notification section of Configuring Change Request Workflow. 

Enhanced Business Rule Designer with EQUAL TO (=) Operator for fields with Data Type ad Long Text.

Earlier only operators Contains and Does not contain were available. There was a limitation with only these operators available. 

If the incoming Ticket had a Symptom or Description like following: 

• Error Code: TPF103311_SR_RESTARTED 

• Error Code: TPF103311_SR_RESTART_Success 

if a rule was defined using the existing condition chances were that both the tickets got picked up when only one ticket had to be picked up based on condition. 

That is Symptom CONTAINS TPF103311_SR_RESTART, both the tickets with error code will be picked up for action which is not the intended action and lead to inaccuracy. 

 A new operator = (Equal To) is introduced in Filters of Business Rule Designer fields. This is added to fields like Symptom and Description and those with Data Type as Long Text. 

Log Time and Final Approval Time in Service Request Configure Columns. 

• A new column is introduced in Service Request List page. For more information, refer toView My Service Request List

• Final Approval Time is captured in Audit Flow page. For more information, refer to Audit Flow section of Service Request Details 
  
  
  

•  Final Approval Time is introduced as a column in reports. For more information, refer Open Service Request report. 

• APIs are enhanced with the Final Approval Time. For more information, refer Retrieve Service Request List
  
  
  

• The Log Time is modified to display the actual SR creation time. 

Introduction of Multi select drop-down in the field Workgroup

While linking the Change Requests (CRs) to CAB meeting for the field Workgroup multi selection is introduced in Basic Filters. 
Grid view is enhanced to accommodate more columns. 

Click here to expand...

Open

Avoid the selection of Self as approver when the Approver is not mapped or is inactive

This feature has been introduced to overcome the scenario where the End User (who is not mapped to any Reporting Manager or if Reporting manager is Inactive) can select themselves as Approvers. The selection of self as Approvers is removed not only at Reporting Manager level but also in Head of Customer (HOD), Custom Dynamic Table and Technician Selectable.  
  
New check box: Allow Self Selection as Approver is introduced in Admin Tenant level configuration of Service Request.  

Introduction of Search option for Tenant selection

In the List page filters, Record details or configuration screens and throughout the application Search option is introduced for Tenant selection. 
For more information, view  

• Tenant Search section in Logging Incidents

• View the updated UI screens with Tenant search bar on left side in the following pages:
  Configuring Impact, Logging Service Requests, Scheduling CAB meeting.

Similarly, Tenant Search is introduced wherever it is applicable. 

Refer the following figure: 

This Tenant search feature is introduced throughout the application too wherever Tenant Search is applicable. 

Note

The SymphonyAI Summit Mobile App has this improvement as well. For more information, refer to SymphonyAI Summit Mobile App User Guide.

Link Common Master Currency Configurations to Problem Management

In the Problem Management module under the Cost Tab, the Currency Field was hardcoded to display only two currencies USD & INR. This area needed to be taken care of by mapping the Common Master Currency to the field. As per the requirement, Dirham or AED needed to be present in the Currency dropdown present in the Cost tab of Problem Record. Hence this feature is being added where the user can Configure and map different types of currencies from the Common Master Configurations.

Mail Parser Troubleshooting

A new addition to the Notification Parser list page action panel is the Troubleshooting icon. This Troubleshooting option will help the Admin view the data related to the mails that were parsed such as which mailbox was used for the incoming mails, what all rules got applied, and which rule was considered for parsing the mail.  All these details are displayed in this new option. These details can also be extracted to an excel for future reference. 

Configure Incident Rules based on Customer 

We have Introduced Customer based rules, where the rules feature is enhanced, so that the rules can be defined specific to the customers configuring them. 

For Instance, if a User is mapped to a specific Customer A and wants to create a Rule to modify an Incident which is mapped to that same Customer A, in that case only those rules which are mapped to customer A should be visible to the User. 

Providing a Curated List of Search Results 

The Search functionality has been refined to display a curated list of Rules. This newly defined Rule filtering logic is refined to display the most relevant rules based on the matching keywords.  The Rule is created by the admin to help the analyst in troubleshooting an incident. 

An end user, while creating an incident, can choose whether to select a Rule or not select a Rule.  

• If the end user selects a Rule, all the suggestions recorded for the Rule will be added to the troubleshooting tab. 
  
  
  

• If a Rule is not selected, then the troubleshooting suggestions will appear to be blank. 

New Get CR Master API is introduced in Change Management module and enhanced Change Record List API

We have introduced following new API and enhanced filter criteria in Change Record List:

• In the Get CR Master API you can retrieve the Change Category, Classification, and Impact list for All Tenants or Specific Tenants based on the requirement. For more information, refer to Get CR Master API.
  
  
  

• In the Change Record List API, you can filter the records based on the Change Category, Classification, and Impact. For more information, refer to Change Record List.

A new Incident Template Matrix is introduced in Incident Management module

In this Incident Template Matrix API, you can retrieve template matrix details. 

Benefits: 

• Ability to Provide Flexibility.
  
  
  

• Give accurate statistics on incident templates.

Digital Agent 2.0 Compatibility 

The following two new fields are added on Application Settings page to make the application compatible with Digital Agent 2.0.

• Token Expiry Limit (in mins)

• Assistant Version

You can enable CINDE functionality version wise (1.0 or 2.0). To make the Digital Agent live in action, it should be enabled first using Summit application.

For more information, refer Enabling Digital Agent with Summit application and Configuring Application Settings.