Summit Elbrus SP2 Release Notes

Admin

Analyst / IT Asset Manager

End User

Configure and capture the latest communication messages from Incident and SR and display them under the COMMHISTORY Keyword in the respective notification emails.

User Persona: Admin

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.

• A quick glance at communication history helps to analyze the Incident or Request for better decision-making.
  
  

• Time consumption to action on Incidents and Requests is less.

Configure notification mail template with approval buttons post-incident Resolution.

User Persona: Admin / Analyst

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).

For more information, refer to Configure Action Buttons on Email Notification post Incident Resolution.

• Easier workflow management.
  
  

• A quick connectivity to the approval process for an Incident.

Delegate Function Enhancement for Service Requests. 

User Persona: Admin / Analyst

This feature allows the admin/analyst to see the approver details when the approve function has been delegated to another user. It can be accessed under ACTIONS > CATALOG DETAIL as a note. 

For more information, refer to Viewing and Updating SR details.

• Providing efficiency, customer service and overall productivity.
  
  

• Encourages accountability. 

Pagination in the Work Order List page & Text search 

User Persona: Admin / Analyst

Pagination feature helps to divide and display large sets of information or data in smaller, more manageable sections.

Text search allows users to search through large volumes of text-based data to find specific information. 

For more information, refer to Configuring Work Order Catalog Mapping 

• Improved User experience
  
  

• Organized information 
  
  

• Efficient retrieval
  
  

• Time saving

JWT token based Authentication in Standard & Dynamic API

User Persona: Admin

Get the details of Standard and Dynamic API using the token generated through GenerateTokenAPI. The generated token can be carried forward to all other APIs.

For more information, refer to Token based Authentication in Standard & Dynamic API.

• Tokens can have a limited lifetime, enhancing security.
  
  

• Easier and scalable.
  
  

• Secure way to authenticate and authorize users.
  
  

• API Response time will be faster.

Summit - WhatsApp Integration

User Persona: Admin / Analyst

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

For more information, refer to Summit - WhatsApp Integration.

• Cost-Effective
  
  

• Security and Encryption
  
  

• Mobile Accessibility

Catalog Privilege Extension

User Persona: Analyst

Analyst has the capability to log a service request (SR) on behalf of users who does not have access to the same catalogs that the Analyst has access to.

For more information, refer to Approving and Publishing Service Catalogs, Logging SRs for Users and Logging Service Requests.

For more information, refer to Approving and Publishing Service Catalogs, Logging SRs for Users and Logging Service Requests.

• Faster Issue Resolution with immediate SR logging

• Increased Flexibility between user and catalogs

Restrict CC users from the Address Book specific to the customer

User Persona: Admin

A new checkbox Restrict Address Book and CC users based on the Logged in User’s Customer is added under Admin > Application Settings.

It allows to limit the displayed list of customers to those associated with the currently logged-in user's account.

For more information, refer to Configuring Application Settings, Logging Incidents for Users and Viewing and Updating your Profile Details.

Enhanced data security with restricted displayed list of customers

API to get mobile app configuration details using MobileWSURL

User Persona: Admin

A new API to get the details of the mobile app has been added. It retrieves all the information related to mobile app such as current version of the app, app start date etc.

For more information, refer to Get Mobile App Config Details with MobileWSURL.

• Helps get the configuration details of mobile app

API to get SSO details of the mPin authentication for mPIN login

User Persona: Admin

A new API to get the SSO details of the mPin authentication for mobile login has been added. It retrieves information related to the login and authentication used to login to the mobile app.

For more information, refer to Get SSO details.

• Improved authentication using mPIN

Send E-mail Action using Template

User Persona: Analyst

An option Enable sending email in Analyst’s name is added at Tenant level to include the Analyst’s name in the email body.

The Send Email option is added under Template Name to add the templates to be displayed using Send Email action.

For more information, refer to Configuring Notification Templates, Sending E-mails. 

• Templates helps in faster response time

• Effortless updates in email body

Remote Desktop Enhancement – WebEx, TeamViewer

User Persona: Analyst / Admin

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. 

• Enhanced user experience with more options to connect remotely
  
  

• Reducing Resolution Time

Default checkbox added while adding field mapping data

User Persona:

Admin

In External Web Service Mapping Configuration Page, while adding the Source Column Name and Target Column Name, there is a new Default Checkbox added which when checked marks the value entered in the Source/Target column as a Default value. 

For more information, refer to External Web Service Mapping.

• Enhanced user experience
  
  

• Eliminates redundancy

Confidential Key Value Protection Changes in External Web service Configuration

User Persona:

Admin/Analyst

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.

For more information, refer to External Web Service Mapping.

• Enhanced Security
  
  

• Increased Trust

New Column named Collection addition under View/Edit Field Mapping

User Persona:

Admin

There is a new column named Collection, where three new options have been introduced namely First, Last and All in the source field to selectively map the elements from Source Field to Target Field.

For more information, refer to External Web Service Mapping.

• Enhanced user experience
  
  

• Reduced manual effort

Disable Incident Creation checkbox in Notification Parser

User Persona: 

Admin

Incident creation will be disabled if this checkbox is enabled. Once this option is enabled, it disables Incident creation for all parsers, however, update and approve actions will happen if the configuration is enabled for both. 

For more information, refer to Configuring Notification Parser. 

• Provides flexibility

Custom fields for Project Management available in Project Configuration, Summary and Feedback

User Persona: Admin / Analyst

Custom fields in Project Management allows to collect specific information from users. These are specifically useful for collecting or gathering data that cannot be covered by default form fields. 

For more information, refer to Configuring Custom Fields for Customers, Projects.

• Efficiency in data entry and retrieval. 
  
  

• Helps to categorize and filter data. 
  
  

• Tailored data collection 

Introduction of PO Number as an additional filter attribute on the New Discovery page 

User Persona: Analyst

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

For more information, refer to PO Number on New Discovery.

• Easy identification 
   

• Enhances tracking and reporting 
   

• Enables record keeping 
   

• Helps in filtering and importing assets based on PO number 
   

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

User Persona: Analyst

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

For more information, refer to Additional asset attributes on Log Incident / Service Request.

• Enables categorization and organization of asset information based on specific requirements 
   

• Provides better clarity to end users while raising an incident or service request 

Introduction of Bulk deallocation of assets feature from Excel 

User Persona: Analyst

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

For more information, refer to Bulk Deallocation of assets from excel.

• Reduces time consumption 
   

• Increases efficiency 
   

• Initiates multiple asset deallocations in a go

The text editor is enhanced to Tiny MCE rich text editor. The enhancement to the editor is applied to the IM, SR, Problem and Change management

 User Persona: End User / Analyst

This enhanced editor allows to add rich text with bold and italic content. It allows to add weblinks and images and custom styling. 

For more information, refer to Rich Text editor. 

• User friendly rich text editor.

• Allows custom styling.

Encrypting the URL in Service request

 User Persona: End User / Analyst

To ensure data protection and safety of the users logging service requests, the URL while create a SR, viewing SR details and view cart items has been encrypted to hide the logged in username. 

For more information, refer to Enhanced URL Encryption for SR.

• Encrypts User information.

• Ensures data protection.

Tenant Based Self Service portal

User Persona: End User 

The tenant based self-service portal has been enhanced with a new improvement that enables end users to search incidents, service requests, and knowledge records based on the tenant selected. 

For more information, refer to Configuring Themes. 

• Enables faster search for records.

• Filters records based on relevant tenants.

Alert Message in Common Master Configuration.

User Persona:
Admin

An Alert Message is introduced when an Admin tries to deactivate a Common Master value.

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For more information, see Configuring Common Masters.

• Alert message enables Admin to take better decision when deactivating a Common Master Value. 

Improvement in Restricting Multiple Analysts accessing the same Incident or Service Request.

User Persona: Analyst

The concurrent access check is an existing functionality in Application Settings page for Incident and Service Request Module. 

If the checkbox Disable Concurrent Update, is enabled, then Multiple Analysts cannot select same Incident or Service Request for editing only View access is given. 

For more information, refer to Configuring Application Settings.

Prerequisites:

• SignalR must be enabled and Redis connection strings must be there on web.config file.

• Also, in web.config file ensure to add the following keys:

  Config Key

  <add key="App:Caching" value="true" /> <add key="App:UserNotificationCaching" value="true" /> <add key="Min:UserNotificationCachingTime" value="10" />

The following infographic summarizes the improvement done in the above feature.

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