Sierra

SummitAI for ITSM

Golden Catalogs

Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. Now, the Administrators can map the SummitAI/Customer Catalogs with the Golden Catalogs. This helps the Administrators to manage and maintain the Catalogs of various CategoriesThese Golden Catalogs are used to map with the Customer Catalogs. Using this, CINDE displays the top three Catalogs based on the mapping between the Customer Catalogs and the Golden Catalogs. Golden Catalogs are used where Customer Catalogs can be mapped.

Service Management

Use Custom Table Data in Autofill Control

Now, the Administrators can create separate Custom tables in Web Services to store the custom values that should be displayed in the Autofill control. In the Autofill control, a new data source option, Custom Table is added in the Options drop-down list. By selecting this option, the Administrators can view the tables created in Web Services and can configure the Custom table dynamic column as a data source. Using the Autofill control, the Administrators can also create parent-child relationships using the custom data of the Custom tables.

Dynamic Approvals for Service Catalogs

Many of the times, we cannot achieve business objectives with a Static Approval process. We have specific conditions where the record needs to be routed to different Approvers based on factors, such as Region, Country, or with some other criteria. In such a case, we need to set up one Static Approval process for each such condition. Now, Dynamic Approval processes can be configured for Service Catalogs. In Dynamic Approval process, the Approvers are assigned dynamically to the record from the Custom Tables based on the values provided by the users on the Service Catalog.

Auto-Rejection/Approval of Change Requests

The Change Requests can now get auto-rejected or approved if they are pending for any action for a configured period of time. A notification e-mail is sent to the Change Requester accordingly. This helps in clearing the queue for the long pending Change Requests.

Customize Feedback Message for Resolved Incidents and SRs

The Administrators can now customize the message to be displayed to the End Users to provide feedback for the resolved Incidents and Service Requests. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incidents/SRs and when the End User tries to log a new Incident or SR. The Administrators can now customize the Feedback message text as per the organization's requirements. A new text box, Customized Feedback Message, is added on the FEEDBACK CONFIGURATION page for Incidents and Service Requests.

New Child Incident List and Child Service Request List Pop-ups

Now, the users can view the list of Child Incidents and Child Service Requests on a new pop-up by clicking the icon on the INCIDENT LIST page and SERVICE REQUEST LIST page.

UI Enhancements

SummitAI team is always working on improving the User Experience of the Application. As a part of that initiative, the following pages are given a face lift to improve the look and feel of the Application:

New Service Request page and the related Catalog page
My Cart Items page
Survey page
My Entitlements page
Approve Service Requests page
USER DELEGATION page
Approve Service Request Detail page

Asset Management

E-mail Notifications For Contract Expiry

The Administrators can configure E-mail Notifications to send contract expiry notifications to the End Users. This helps users to renew their contracts before it expires.

Displaying Non-Fixed Asset Details

Earlier, the history of all the Accessories allocated to an Asset were displayed for Fixed Assets. Now, all the details about all the Non-Fixed Assets (Accessories/Consumable/Software) allocated to an Asset are also displayed.

New Asset Code Phrase

A new Asset Code phrase, *SequenceIDIncrementalByCategoryMakeEntity*, is added on the ASSET CODE CONFIGURATION pop-up page. If this is selected, the Asset Code is created with the combination of Category, Make, and Entity. If any of the combination is new or different, the Asset Code sequence begins again. And, if the Asset Code is the same combination, it continues with the same sequence.

New Report: SOFTWARE LICENSE COMPLIANCE BY LOCATION

A new report, Software License Compliance By Location is added. In this report, the users can view the License Purchase, Usage, In Stock, and Status details of selected Tenant based on the location.

IT Operations Management

Monitoring Virtual Machines of ESXi Servers Using vCenter Protocol

Now, the vCenter protocol is used to monitor the Virtual Machines of ESXi Servers. To monitor the Virtual Machines (VMs) installed on the ESXi Servers, the Administrators should install the vCenter Server on the SummitAI Proxy Server. You can monitor the parameters, such as CPU and Memory Utilization, Disk, Services using Windows PowerShell commands.

Additional Proxy Server or URL for Agent-Based Monitoring

A Secondary Proxy Service URL is also available along with the Primary Proxy Service URL for monitoring. Using this, the Agent sends data to the Secondary Proxy Service URL in case the Primary Proxy Service URL is not reachable.

Platform

Write Your Own HTML Codes

The users can add their own HTML codes (in addition to JS and CSS) and can save the codes into the database. This option is available for all the pages of the Application (if enabled). Using this new feature, the fields displayed on the pages can be customized as per the organization's requirements.

Configuring and Mapping Golden Catalogs

Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. Now, the Administrators can map the SummitAI/Customer Catalogs with the Golden Catalogs. This helps the Administrators to manage and maintain the Catalogs of various Categories.

SummitAI Application Access Using API Key

The Administrators can provide access to SummitAI application the users using the API Key. The users can log into the Application through Web Services using the configured API key. On the NEW USER page, a new option Login Type as API Key is added. Two new fields, API Key and API Key Expiry are added.

Work Order Search Option in Global Search and Global Search Optimization

The users can also search for Work Orders using Global Search (Click the icon in the Quick Action Bar). A new check box, Workorder, is added.

Session Timeout for SummitAI Application

The Session Timeout for the SummitAI application is set to 20 minutes. Any configuration changes made in the web.config file will not be considered.

Sierra SP1

SummitAI for ITSM

Live Agent Transfer

CINDE can now transfer conversations to an Analyst in instances where either CINDE is unable to provide correct solution to the End User's queries or if the End User wants the conversation to be transferred to an Analyst. This improves customer satisfaction, where the user queries are transferred directly with all the conversation history to a live Analyst, providing quicker solutions to the users.

Knowledge Management Enhancements for CINDE

The following Knowledge Management enhancements are done for CINDE:

Self-Help Knowledge Articles
Now, the users (Analysts and End Users with the Knowledge Record Author access) can configure a Knowledge Record as Self-Help Article while creating a new Knowledge Record. This helps CINDE while fetching the Knowledge Records based on End Users' queries and displays the Self-Help article only. This helps the End Users to resolve their queries by themselves.
Helpful or Not Helpful Feedback
Now, the End Users can provide feedback by using the icons Helpful and Not Helpful for a Knowledge Record displayed by CINDE in response to the End User's query. This helps CINDE to identify the most helpful Knowledge Record and display it on top of the list when a user is looking for a similar intent. It also helps CINDE to get trained and improves its accuracy to fetch the KRs.

Spell Check and UI Enhancements for CINDE

The following enhancements are made for CINDE:

Spell Check
UI Enhancements

Service Management

E-mail Notifications

Various improvements are made related to the e-mail notifications sent to the users or Approvers for Incidents and Service Requests as follows:

Asset Management

Multiple new functionalities are added to Contract Management as follows:

IT Operations Management

Event Correlator

The SummitAI Event Correlator is used to identify the few Alerts or Events that should be analyzed for raising Incidents from a pool of large number of Alerts and Events that are triggered in a Monitoring tool. SummitAI Event Correlator connects with any Monitoring tool (For Example: SolarWinds, Nagios) and collects all the Alerts and Events. These collected Alerts and Events are sent for processing and for logging Incidents with the respective Workgroup and Priority.

Paging Space Monitoring Parameter

A new Monitoring Parameter, Paging Space, is added under Non-Wintel Parameters to monitor the paging space of the Servers.

Platform

OTP for Master Reset and Master Unlock

While performing Master Reset and Master Unlock for users, an additional layer of security is added with OTPs. OTPs are generated and sent to the users' registered mobile numbers, which the users need to enter when an Admin is performing Master Password Reset or Master Account Unlock using the SummitAI Password Management module.

WebEx Option to Set Up Conference Calls

Most of the users are comfortable using WebEx or Twilio to set up Conference Calls. Now, the WebEx option is added in addition to Twilio, allowing the users to use WebEx to set up Conference Calls for Major Incident discussions and resolutions. Whenever a Major Incident is created, a notification is triggered to the configured recipients to join the Conference Call. The recipients join the Conference Call and work together to resolve the Major Incident on a fast track. WebEx provides on-call support for Major Incidents using a secured channel. A new option, WebEx, is added on the CONFERENCE CALL – TWILIO page.

Front-end Configuration for Advanced Remote Desktop Sharing

A new front-end configuration is added in the SummitAI application, where, the Administrators can configure Advanced Remote Desktop Sharing option for both On-Premise and On Cloud SummitAI installations. Earlier, the Advanced Remote Desktop Sharing feature was available only for the On-Premise instances. The Administrators had to make the configurations from the backend. Now, the configurations are available on the front-end with options available for both On-Premise and On Cloud.

Upload Holiday Lists in Bulk

The Administrators can now upload Holiday lists in bulk using Microsoft Excel import and save time. This is especially very time-saving for organizations spanned across multiple locations following different holidays.