5.7

Service Management

Multi-Tenancy with Domain Separation for MSPs

Now, in MSPs (Managed Services Providers), it will be possible to completely isolate the data of individual customers by using the concept of Domain. A Domain is created for each customer and the data of the customer is isolated within the Domain. The Users, Customers (Departments), Locations, and Vendor details of one Domain are not accessible to another. This is achieved by mapping the Role Template details of a Domain to a user.

The following attributes are now Domain-specific:

Location
Customer (Department)
Designation
User Level
Vendor
Tenant

Global Tenant Data Configurations

Common configurations applicable to all the Tenants can be now configured and maintained by using Global Tenant configuration. If enabled, the configurations can be created under Global Tenant and these configurations are available to all the Tenants including the new Tenants. The configurations, such as Classification, Category, Workgroup, Analysts, and Severity are available to be configured as Global.

Logging, Updating, or Checking Incident Status Through Mobile SMS

Users can now log or update Incidents or check the Incident status using SMS feature from their registered mobile numbers. The Administrators should configure the following to activate this feature.

Sub Workgroups For Incidents and Service Requests

To achieve a high FCR, Sub Workgroups are introduced for Incidents and Service Requests (SRs). The Sub Workgroups need to be mapped to the Parent Workgroups and Analysts and are only available to their Parent Workgroups for assignment. The Sub Workgroups are not displayed to the End Users. When an Incident is assigned to a Sub Workgroup, the End Users can only view the Parent Workgroup to which it is assigned.

Asset Management

ServiceNow Integration

The ServiceNow Domain details can now be configured and mapped to the SUMMIT application so that the Asset related data can be exchanged between ServiceNow and SUMMIT.

Third Party Tool Integration for Data Normalization

SUMMIT has integrated an external tool to normalize the discovery data of hardware and software information. SUMMIT aggregates and normalizes the raw data from more than 40 different data sources to normalize data and create a single version of accurate and relevant information. Data enriched with market intelligence provides clean, accurate, and relevant data to drive effective initiatives.

Runbook Scripts for Assets Linked to Service Requests (SRs)/Incidents

The Administrators can now configure Runbook Scripts, which should get executed on the Target Assets when User Assets are linked to Service Requests (SRs)/Incidents.

General

Switching Users

The users can now switch to another user after they log into the SUMMIT application based on the access provided by the Administrators. For example, user A (Impersonating User) can log into the application as user B (Impersonated User). If the access is provided to any user by the Administrator, the user can sign in as another user by selecting Sign In As in the Quick Action bar.

Domain-Specific Configurations For Implementing Multi-Tenancy

A new page, DOMAIN, is added using which the Administrators can configure Domains. An organization’s name is generally configured as the Domain name. In a Single-tenant scenario, a Domain is selected by default and is not displayed to the users.

The following pages are now Domain-specific:

Tenant
Role Template
User List
Customer List
AD Import
Vendor List
Common Masters (For "Location" Master Type)
Excel Import

Switching Tenants

A new quick action icon, SWITCH TENANT is added using which the users can switch between multiple Tenants. This is applicable only if the user has access to more than one Tenant.

Export/Import Configurations

The Administrators can now export the selected master data configurations to XML or JSON files. The exported files can be imported so that they can be reused in the SUMMIT application. This avoids the need to do the same configurations and saves time and effort required in SUMMIT configuration and implementation processes.

Concurrent License Limit Configuration

Now, the Administrators can configure the concurrent license limit so that the license limit can be applied to Domains, Tenants, and Workgroups (Edition-wise).

License Expiry Notifications to Customers

If the SUMMIT License is about to expire, the Application triggers e-mail notification about license expiry to the licensed user as well as the Administrator (as per the Role Template).

Availability Management

New Monitoring Capability: IBM DB2

Now, SUMMIT Availability Management can monitor IBM DB2 parameters. A new drop-down IBM DB2 is added on the APPLICATION DASHBOARD page, which displays the IBM DB2 monitoring data. Details, such as Agents and Connections, Applications, Buffer Pools, Cache Performance, Log Utilization, Queries, and Locks, Read/Write Operations, Table Scans, Table Spaces, and Transaction Statistics are displayed on the APPLICATION DASHBOARD page.

Open Event List

Now, the users can view all the open Events for the selected Tenant for Network Devices, Network Links, Proxy, Servers, URL, and Printers.

HDD and Service-Wise Configurations for Action Template and Incident Template

Now, the Administrators can configure Action and Incident Templates for individual Services and Hard Disks.

New Features to Manage Azure (Cloud Management)

A new feature, Cloud Management is added using which users can manage their Azure subscriptions. Azure subscriptions from Azure portal can be added to the SUMMIT application. Users can create and manage new Virtual Machine Templates and Virtual Machines.

5.7 SP1

Service Management

Additional Approval Level in Release Record Life Cycle

Configuring Additional Approver

A new page, ADDITIONAL APPROVER is added to configure an Additional Approver for a Tenant. The Release Record(s) created under that Tenant will have Additional Approver stage in the Release Record workflow. If an Additional Approver is configured in the flow, the Release Record(s) will be directed to the Approver after it is Authorized. Only one Additional Approver can be configured for a Tenant. For the selected Tenant, the existing Approver configuration will be overridden with the new Approver configuration. This is an optional configuration.
Approving Release Records

A member, who is configured as an Approver by the Administrator on the ADDITIONAL APPROVER page has the privilege to Approve, Not Approve, or put the Release Record On Hold. A new page, APPROVE RELEASE RECORD is added. This page lists all the Release Records that are Approved/Authorized, Pending for Approval/Authorization, and On Hold. A configured Approver or Workgroup Owner can take any action on the Release Record using this page.

New tab under APPROVALS Menu

Now, a new tab, PENDING APPROVAL RELEASE RECORDS is added under the APPROVALS menu of the Quick Action Bar. The newly added tab displays the total number of the Release Records that are Pending for Approval of the logged in user. The logged in user can expand and click the respective release record ID to take an appropriate action.

Making Technician Selectable Approver as Mandatory for the Selected Status

Now, the Technician Selectable Approver can be made mandatory for a particular status of Service Request. After the selected Approver takes an action on the Service Request, the status is updated from Pending for Approval to the previous status. To enable this feature, the Technician Selectable approver should be configured in the respective Service Request approval workflow.

ETR Section on NEW INCIDENT FOR USER page

The ETR section is added on the NEW INCIDENT FOR USER page using which an Analyst can specify the Estimated Time to Resolve (ETR) an Incident along with Remarks. Upon ETR update, e-mail notifications are sent to the respective End User and/or Workgroup Owner as per the ETR NOTIFICATION configuration.

New SR SLA by Catalog Report

A new report, SR SLA BY CATALOG REPORT, is added in the Service Request Management module. This report displays the priority-wise SLA report for the selected Catalog, Tenant, and Time. Under the RESOLUTION tab, the Catalog-wise Resolution SLA data is displayed. Under the RESPONSE tab, the Catalog-wise Response SLA data is displayed. The graph shows the SLA summary (met/missed SLA) with respect to the Catalog, whereas, the table shows the SLA summary (met/missed SLA) with respect to Priority.

Creating Change Requests (CRs) by End Users

The End User (users without Analyst role) can create Change Request (CRs) directly without any Incident or Service Request (SR). The CRs created by the End User are available in Draft status until an Analyst fills in the required information and initiates the Request. The End User can provide updates to the CR.

Configuring Feedback Questions and Answers in Various Languages

Now, Administrators can configure the Feedback Questions and Answers in various languages for End Users. The configured Feedback Questions are displayed to the End Users in the same language as selected for the application. If translation is not available in the selected language, the online translator translates the question as before. The text of the main question should be configured in English.

New Mail History Section on Work Order CHANGE HISTORY Pop-up Page

On the Work Order CHANGE HISTORY pop-up, a new section, Mail History is added. This section displays the mail history details of the Work Order. Using this section, the users can view the conversation details between the End User and the Analyst.

General

Language Mapping by Administrators

The Administrators can now set the default language for a Location and Domain. A new menu, Language Mapping is added under the Admin section (Admin > Basic > Infrastructure > Language Mapping).

On the DOMAIN page, a new field Language is added using which the Administrators can set the default language for a Domain.

The priority for language selection for an End User is as follows:

Language selected by the End User on the Quick Action Bar.
Language selected by the Administrator on the LANGUAGE MAPPING page (Admin > Basic > Infrastructure > Language Mapping).
Language selected by the Administrator on the DOMAIN page (Admin > Basic > Infrastructure > Domain). If no Language is selected using any of the above options, English is selected as default.

Impersonation Global Domain Enhancements

The SUMMIT Administrators configure the switch user access on the SWITCH USER page. If any user belongs to the Global Domain, the SUMMIT Administrator can configure the user from the Global Domain to switch to another domain user account.

Concurrent Analyst License Enhancements

If all the Concurrent Licenses for a Tenant are consumed and still some more Concurrent Analysts need to sign in, the application allows the Analysts to sign in as Concurrent Analyst using the available application pool licenses under the Domain, as displayed in the Available Domain Licenses field on the CONCURRENT LICENSE ALLOCATION.
If any Concurrent Analyst needs to free the Concurrent Analyst License, the Analyst can switch to End User role. A new option called Switch Role is added in the My Profile menu to allow Concurrent Analysts to switch role access.
Any change in the configuration made on the CONCURRENT LICENSE ALLOCATION page is saved in the AD_Configuration_History Table.

Procurement

Enhancement on the Application Settings page

On the APPLICATION SETTINGS page in the Procurement module, the Display Product Path check box is added. If the Administrator selects this check box, the application displays the entire path in the place of product name on the ADD LINE ITEM pop-up page during Line Item selection.
On the MAILBOX page in the Admin module, the SUMMIT Administrators should configure the mailbox to receive notification e-mails upon approval or rejection of Purchase Requests.
On the APPLICATION SETTINGS page in the Procurement module, the Notification Parser Mailbox field is added. The SUMMIT Administrators should specify the mailbox address. Upon approval or rejection of the Purchase Requests by the Approver, e-mail notifications are sent to the specified mailbox.
An Approver can now approve or reject the Purchase Requests from notification e-mails.

5.7 SP2

Service Management

Service Catalog Packaging for End Users

The Service Catalog Packaging is bundling of multiple related Service Catalogs into a Package. If the Administrator (or a user with access to create Packages) configures the appropriate Packages, the End Users do not need to browse through multiple Service Catalogs. They can access the Package, fill in the required information, and submit the request. Multiple Service Requests are logged.

Example: While on boarding new employees, the HR needs to create multiple SRs (for laptop and software). The HR head or Administrator can create a Package with those Service Catalogs. The HR can log multiple SRs at a time with the configured Package.

New Call Management Module to Manage Calls Handled by L1 Support Team

A new Call Management module is added to track all the Calls received (via Application, E-mail, Web, or Phone) by the Level 1 Support Team of an organization.

Call Management – Tracking Calls, Tasks, and Efforts of L1 Support Team
Reduction or elimination of wrongly logged Incidents and Service Requests where Call Type can be now logged as Enquiry.
Elimination of wrongly logged Incidents using Mail to Call option (if configured) where the End User requires some information, or the user issue should be logged as a Service Request.

An Analyst can log the Call details as Enquiry, Incident, or Request. If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as Enquiry. Later, the Analyst can create an Incident/SR from the Call Record. The Call Record is closed automatically after the Incident/SR is created from it.

The End Users can also log Calls using the Mail to Call option (if configured). The Analysts check the Call Records and take an appropriate action:

Provide information and close the Call Record
Log an Incident
Log a Service Record

Notifications for Additional Users for SR Update

Notifications (e-mail and SMS) can be now sent to additional users (in addition to the Requester and Analyst), whenever, the Service Request is updated (Status change, Priority change, Service Request based on Category, and when the Requester is a VIP User).

New Icon to Indicate Incident/SR Last Updated by Analyst Using E-mail

A new icon is added on the Incident List/ Service Request List page for Incidents or SRs that are most recently updated by Analysts using e-mails. This gives a better visual clue to the Analysts working on the Incidents and SRs.

On the INCIDENT LIST/SERVICE REQUEST LIST pages, for the Incidents/SRs that are updated using the e-mail option, a new Last Updated by Analyst Using E-mail icon is displayed.

Asset Management

Resynchronization of Asset Data with ServiceNow

The SUMMIT Asset data can be now resynched with ServiceNow. The users of ServiceNow and SUMMIT can view the most up-to-date data accessing it through ServiceNow or SUMMIT. The SUMMIT Administrator now can send the complete Asset data (new and existing Assets) to ServiceNow.

End User Confirmation Before Auto-Acceptance of RDP Request

In the previous versions of SUMMIT, in the RDP Stealth Mode (with SAM Agent/SSI Agent), the End Users had no control over accepting or denying the RDC request. Now, in the Stealth Mode, the End Users get a confirmation to Accept or Deny the Remote Desktop connection request from the Analysts. This adds an additional layer of security.

Remote desktop protocol (RDP) is one of the most secure way of network communications. It is designed to access another User’s computer remotely. For Stealth mode in RDP, the Agent needs to be installed and actively running on the End User’s desktop.

General

Location- Based Translation

In this new release, the Administrators can allow or restrict translation of Application pages based on the user’s location. In specific countries and regions, the API translation service may not be available, which may impact the page loading time. For example, Google Translation in China is blocked, where the Language icon can be turned off to improve the page loading time.

Language translation is a feature that provides machine-translation service. It translates the texts available on the pages of SUMMIT application into the selected language. It also converts the notification e-mails that are received by the user upon any update in the SUMMIT application.

Notifications to Concurrent Analyst When Concurrent Licenses are Available

In the previous releases, the Concurrent Analyst who had to log into the Application as an End User due to unavailability of Concurrent Analyst licenses, would not know when a license was available. The Analysts had to log out and login back into the Application to check if they can login as Concurrent Analyst or they had to request the Administrator to kill idle Concurrent Analyst sessions to free up licenses. Now, a Concurrent Analyst, who logs into the Application as an End User, due to unavailability of concurrent licenses, is notified, whenever, a Concurrent License becomes available. This helps in optimum utilization of the Concurrent Analyst licenses.

Availability Management

New BI Reports

The following new BI Reports are added. These reports are not available to the users by default. A user with access to create BI Reports can create these reports using Views.

A new BI Report is added to view the Network Device, Link and Server’s Availability Trend Analysis with Downtime reasons for each month. On the UPTIME TREND report, the user can specify the reason for Downtime, which is displayed on the BI report.
Another BI Report is added using which the maintenance details and maintenance schedule of Network link, URL, Server, and Device can be viewed and exported to Microsoft Excel.

Project Management

New ACTIVITY DETAILS Page to View Assigned Activities

A new page, ACTIVITY DETAILS is added where the Activity Resource, Activity Owner, and Task Owner can view the list of Activities assigned to them at one place instead of looking for details on various pages. The Activity Owner and Task Owner can update the Activity details; however, the Activity Resource can update the Activity Remarks and attachments only.

Upon selecting a Project on the FILTERS pop-up page of the ACTIVITY DETAILS, an action item, PROJECT OVERVIEW is displayed using which the users can overview the selected Project.

5.7 SP3

Service Request Management

Adding SR Custom Fields in DN Database

The SR Custom Fields are now available in the DN database.

Following is the table naming convention:

SR_RPT_DN_Custom_<Tenant>_<Tab_Name>_<Group_Name>_Single_Valued

Tab_name for Additional Info is Default_Area

Tab_name for General tab in General_Area

Group Name as provided in configuration.

General

Easier, Faster, and More Accurate Search Results on USER DASHBOARD Page

The users can now search using keywords. The search operation is performed on Symptoms and similar Symptoms that are captured across multiple configured Rules.

Displaying Bulletins as Marquee

The Administrators can configure the Bulletin to display them as marquee (a scrolling area of text) under the Quick Action Bar on the END USER DASHBOARD page and all other pages of the application.

AD Password Management for On-Premise Active Directory

When the SUMMIT application is hosted on cloud and the Active Directory is hosted on-premise. There are configuration keys that are used to implement AD Password Management.

Restricting Multiple Logins, Impersonation, and Tenant Switching

When users try to log into their SUMMIT account using multiple devices, two different browsers, or two different tabs (including incognito mode), a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device. If the users click CONTINUE, the first session becomes inactive, and if any actions are performed on this inactive session, an Error message is displayed.
When users try to Switch Users from their SUMMIT account and if the person they are trying to impersonate is already logged in, a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device.
When users try to Switch Tenant from their Summit account and if the account is already configured to a Tenant in an already logged-in session, a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device.

Asset Management

Patch Management for Silent Parameters

The Patches that were not installed using the default Silent Parameters, can be now installed using the custom Silent Parameters (new Silent Parameter). Only the Administrator can define the custom Silent Parameters.

Availability Management

Monitor Stopped Common Parameter using Monitoring Failure Parameter

Now, on the SERVICE ENTITLEMENT page, a new Monitoring Failure parameter is added under Common Parameters. Using the Monitoring Failure parameter, the Administrators can be notified about the Parameters that are not monitoring the Networks Devices, Network Links, Network Interfaces, Printers, URLs, or Servers. If any common parameter is stopped monitoring due to any reason, the SUMMIT application raises an Event, Alert, and Ticket to the user accordingly.

5.7 SP4

Service Management

View Incidents, Change Records, and Work Orders Related to Service Requests

The End Users can see the Incidents, Change Records, Work Orders that are related to their logged Service Requests. This gives the End User a better insight into the Service Request that they have logged. For example, if there are Work Orders created for an SR, it means that these Work Orders should be resolved to resolve the SR.

Manual Cancellation of SRs

Earlier, the SRs that were assigned to any Analyst could not be manually canceled even if they were no longer required. Now, a new CANCELLED status is added using which the Analysts can manually cancel the SRs. The Administrators can configure the name of the members who need to be notified whenever SRs are canceled manually.

Logging Incidents/SRs on Behalf of Customer/Sub Customers

Logging SRs on Behalf of Customer/Sub Customers

Now, the users can log SRs on behalf of Customer/Sub Customers from the NEW SERVICE REQUEST and NEW SERVICE REQUEST FOR USER pages.
Logging Incidents on Behalf of Customer/Sub Customers
Now, the users can log Incidents on behalf of Customer/Sub Customers from the NEW INCIDENT page.

Asset Management

Increased Coverage in Asset Reconciliation by Allowing Reconciliation of Unregistered Assets

The users can upload an Excel sheet with Unregistered Assets details and send them for Asset Reconciliation. The Unregistered Assets are the Assets for which the Asset IDs are not yet generated in the SUMMIT application. The Unregistered Assets are added by uploading the Excel sheet that contains data, such as Machine Serial Number, Hardware Description, Received Date, Vendor Name, Category, and so on fields. The users can also view the history of the previously added Unregistered Assets.

Save Time By Updating Asset Details (Store, Floor, and Asset Condition) in Bulk

The users can update Asset details in bulk, wherein, they can update the new Store or Floor information. The users can also bulk update the Asset Condition as Good, Faulty, and Scrapped.

More Control to Administrators

Configurable Asset Codes

The Administrators can now set the Asset Codes for a Tenant that is used across the SUMMIT Asset Management module. A new attribute, AssetCode, is added on the ASSET CODE CONFIGURATION pop-up of the Asset Management FORM BUILDER page. Using this attribute, the Asset Code can be revised with the following format: <4-digit Location/Store Code>< 2-chars category- FU, OE,EE,BI,TW,FW,CP,EF)><5-digit Sl No that should start with 00001. The Location/Store code configured on the LOCATION AND STORE page is considered to generate the Asset Code.

5.7 SP5

Service Management

Better Visual Cues with New Icons to Indicate those Incidents that are Last Updated by End User and External User Using E-mail

When an End User or External User updates an Incident using e-mail option, a new icon is added to indicate the updated Incident. The following two new icons are added:

Last Updated by External User Using E-mail icon is displayed for the Incidents that are updated by an External User using the e-mail option.

Last Updated by End User Using E-mail icon is displayed for the Incidents that are updated by an End User using the e-mail option.
Also, the similar existing icon for Analyst is now revised.

5.7 SP6

Availability Management

Additional Monitoring Parameters

Monitoring Parameters for Non-Wintel Servers: New monitoring parameters are added to monitor parameter for the Non-Wintel Servers. Additional parameters, such as Disk Free Space, Disk Latency Response Time, Memory Fault Error, Power Supply Status, Physical CPU Utilization, and so on can be now monitored for the non-Wintel servers.

Health Monitoring Parameters for Server: New monitoring parameters are added to monitor the Hardware Health of Servers. Parameters, such as Battery Status, Memory Device Status, Power Supply, Power Supply Status, Temperature, Temperature Status, and so on can be now monitored for the selected Servers.
Earlier, Hardware Health Monitoring parameters were monitoring only the Status of the component. Now, the Hardware Health parameters can also monitor the Utilization and Status of the respective components by adding Thresholds and raises Alerts/Incidents based on the Threshold value violation.