Summit Tahoe SP5 Phase 2 Release Notes

Introduced Global Tenancy for SLA Service Window Configuration for Request Module.

User Persona:

Admin

On the SLA Service window page, you can create a master SLA service window with Global Tenant which is inherited for all the existing and newly created Local Tenants.

For more information, see Configuring SLA Service Window for Request

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Global Tenancy Concept to Priority in Service Request Module

User Persona:

Admin

• Ability to Configure Priority in Global Tenant
  
  
• Ability to View Priority in Global and Local Tenant
   
• Added Delink functionality for Priority Configuration

Introduced Global Tenancy Concept to Impact in Service Request Module

User Persona:

Admin

Impact defines the effect of a Service Request (SR) on the users. You can configure and modify the Impact values for a Global or Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

For more information on Configuring Impact, see Configuring Impact in Service Request

• Ability to Configure Impact in Global Tenant
  
  
• Ability to View Impact in Global and Local Tenant
   
• Added Delink functionality for Impact Configuration

Introduced Global Tenant functionality in the Classification Master page of Service Request module.

User Persona:

Admin

On the Classification page, you can create a master Classification with Global Tenant which is inherited for all the existing and newly created Local Tenants. Also, a new Delink option is introduced in the configured Classification to delink a Local Tenant Classification from the Global Tenant Classification.

For more information, see Configuring Classification for Service Request.

• Reduce manual effort and Global Tenant inherits to all Local Tenant.
• Less prone to errors while moving the configurations.
• Improves Accuracy

Global Tenancy Concept introduced for following Master Configuration for Service Request:

• Closure Code
• Priority Matrix
• Pending Reason
• Urgency

User Persona:

Admin

In the Master Configuration pages, Global Tenancy concept is introduced which inherited for all the existing and newly created Local Tenants.

For more information on Closure Code, see Configuring Closure Code.

For more information on Priority Matrix, see Configuring Priority Matrix for Service Request.

For more information on Pending Reason, see Configuring Pending Reason.

For more information on Urgency, see Configuring Urgency.

• Reduce Time and Efforts in Manual Configuration.
  
  
• Improves efficiency.

Introduced Global Tenancy for Workgroup SLA Window Configuration.

User Persona:
Admin

Global Tenancy is added in the Workgroup SLA Window which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations. 

For more information, refer to Configure Workgroup SLA Window in SR Module

• Easy inheritance from Global Tenants to all Local Tenants.
• Reduces the efforts for the admins as multiple configurations are not needed.

Introduced Catalog to Change Mapping for SR to CR module.

User Persona: Admin/Analyst 

This new feature allows you to map the Service Catalog to any of the desired Change Templates in order to automate the process of creating a Change Request and sub-tasks after logging a Service Request.  

For more information, refer to Catalog to Change Mapping.

• Automation of SR to CR process.  
   
• Reduced the manual effort involved in Change Record and task creation. 
   
• More efficient use of resources as a result of assigning ownership to a person or tea

Introduced Global Tenancy for Notification Template in Admin Module.

User Persona: Admin

Global Tenancy is added in the Notification Template which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.

For more information, refer to Configure Notification Template for Admin Module.

• Easy inheritance from Global Tenants to all Local Tenants.
•  Reduces the efforts for the admins as multiple configurations are not needed.

Search feature is implemented under Filters.

User Persona: Analyst

Search feature is implemented under Filters to enable an easy search of the fields under filters tab. 

For more information, refer to Search feature in Filters.

• Helps to easily search the fields.
• Reduces efforts to manual search for a field under filters.

Search feature is implemented under Tenant field.

User Persona: Analyst

Search feature is implemented under Tenant field to enable an easy search of the fields.

For more information, refer to Search feature in Tenant. 

• Helps to easily search the fields.
• Reduces efforts to manual search for a field under filters.

Dynamic Approvals for Service Catalogs

User Persona: Admin

Two new features have been added to the Dynamic Approvals for Service Catalogs page:

• Dynamic Approval implementation for Approval Group fields - Approver can select a field (data source is Dynamic table) and based on the approver selection next approval can be decided.
  
  
• Enable Conditional Service Request Value - Under this option, you can assign the Workgroup and an Analyst for an SR based on attributes of the Catalog. 

For more information, refer to Dynamic Approvals for Service Catalogs 1.

• Helps ease the flow of approval process by including dynamic approval implementation. 
• Easier assignment of Workgroups and analysts. 

Introduced Global Tenancy for SLA Matrix for Incident Module.

User Persona:

Admin

Global Tenancy concept is added in the SLA Matrix which ensures that the configurations added, modified, or delinked in the Global tenants are automatically inherited to Local Tenant configurations.

For more information, see Configuring SLA Matrix for Incident.

• Easy inheritance from Global Tenants to all Local Tenants.
  
  
• It is time saving as Global Tenant configurations are automatically inherited to all Local Tenants.

Introduced Global Tenancy for SLA Service Window Configuration for Incident Module.

User Persona:

Admin

On the SLA Service window page, you can create a master SLA Service window with Global Tenant which is inherited for all the existing and newly created Local Tenants.

For more information, see Configuring SLA Service Window for Incident.

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Additional features for Impact Master in Incident Module. 

User Persona:

Admin

An option to configure and modify the Impact values in Global and Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

For more information on Impact Master, see Additional Changes in Impact Master for Incident Management. 

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Additional features for Priority Master in Incident Module. 

User Persona:

Admin

An option to configure and modify the Priority values in Global and Local Tenant. You can create a configuration in Global Tenant which is inherited from all the Local Tenants.

For more information on Priority Master, see Additional Changes in Priority Master for Incident Management. 

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Global Tenancy for Configuring Pending Reason for Incident Module.

User Persona:

Admin

• Ability to Create Configurations in the Global Tenant.

• View Configurations in Global & Local Tenant.

• Option to Edit Global Configurations in all the Local tenants.

• Localization of Global value by delinking it in the Local tenant.

Introduced Global Tenancy for Configuring Closure Code for Incident Module.

User Persona:

Admin

An option to have Closure Code Configuration in Global Tenant to allow the creation of Configurations in Global Tenant which can be inherited by all the Local Tenants has been newly added.

For more information on Closure Codes, see Configuring Closure Code in Incident Management.

• Ability to Create Configurations in the Global Tenant.

• View Configurations in Global & Local Tenant.

• Option to Edit Global Configurations in all the Local tenants.

• Localization of Global value by delinking it in the Local tenant.

Introduced Global Tenancy for Resolution Code Master in Incident Module. 

User Persona:

Admin

An option to add a Global Tenant to the Resolution Code Master Configuration to allow the creation of Configurations in Global Tenant has been provided. 

For more information on Resolution Code, see Resolution Code Master Configuration for Incident Management.

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Global Tenant functionality in the Classification Master page of Incident Management module.

User Persona:

Admin

On the Classification page, you can create a master Classification with Global Tenant which is inherited for all the existing and newly created Local Tenants. Also, a new Delink option is introduced in the configured Classification to delink a Local Tenant Classification from the Global Tenant Classification.

For more information, see Configuring Classification for Incident Management.

• Reduce manual effort and Global Tenant inherits to all Local Tenant.
  
  
• Less prone to errors while moving the configurations.
  
  
• Improves Accuracy

Introduced Global Tenancy for Urgency Configuration of Incident Module.

User Persona:

Admin

The introduction of Global Tenancy in the Urgency Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

For more information on Urgency, see Configure Urgency for Incident Management.

• The value of the Global Tenant inherits to all Local Tenants with less manual work.
  
  
• Elevates accuracy and efficiency.

Introduced Global Tenancy for Major Incident Configuration of Incident Module.

User Persona:

Admin

The introduction of Global Tenancy in the Major Incident Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

For more information on Major Incident, see Configuring Major Incidents.

• All Local Tenants can easily inherit from Global Tenants.
  
  
• Eliminates the need for several configurations, saving the administrator time and effort.
  
  
• Without having to start over with a fresh configuration, a global configuration can be converted into a local configuration by de-linking it.

Introduced Global Tenancy for Auto Escalation of Incident Module.

User Persona:

Admin

On the Auto Escalation configuration page, you can create a Global Auto Escalation value in the Global Tenant which is inherited to all the Local Tenants.

For more information on Auto Escalation, see Auto Escalation for Incident Management.

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Delinking and Deactivation actions introduced for the following Master configuration pages of Incident Module:

• Workgroup
  
  
• Category

In the Master Configuration pages, Delinking and Deactivating concept is introduced to perform relevant configurations like delink and deactivate certain values as per the requirement.

For more information on Workgroup, see Configure Delink and Deactivation for Workgroup Page of Incident Management.

For more information on Category, see Configure Delink for Category Page of Incident Management.

• Eases configuration activities.
  
  
• Reduces repetitive tasks.
  
  
• Improves efficiency and performance.

Introduced Global Tenancy for Workgroup SLA Window for Incident Module.

User Persona:

Admin

• Easy inheritance from Global Tenants to all Local Tenants.

• Reduces the efforts for the admins as multiple configurations are not needed.
  
  
•  By De-linking a global configuration it can be made to local configuration without having to redo a totally new configuration. 

Introduced Global Tenancy for Priority Matrix for Incident Module.

User Persona:

Admin

• All Local Tenants can easily inherit from Global Tenants.
  
  
• Eliminates the need for several configurations, saving the administrator time and effort.
  
  
• Without having to start over with a fresh configuration, a global configuration can be converted into a local configuration by de-linking it.

Introduced Global Tenancy for Urgency Configuration of Incident Module.

User Persona:

Admin

The introduction of Global Tenancy in the Urgency Configuration involves ensuring that any added, modified, or delinked configurations in the Global Tenants are automatically inherited to all the Local Tenant configurations.

For more information on Urgency, see Configure Urgency for Incident Management.

• The value of the Global Tenant inherits to all Local Tenants with less manual work.
  
  
• Elevates accuracy and efficiency.

Introduced an option to define Lead Period for Auto created CRs.

User Persona:
Admin

The Lead Period is enhanced with a feature to enable auto calculation of Lead period for the CRs created automatically using the SR to CR mapping configuration.

For more information, refer to Lead Period Configuration.

• Reduces manually efforts for calculation of Lead Period.
• Allow configurations to be made for all Risks.
• Automatically calculates the Lead Period if Planned start time is not defined.

In the Change module, Workplan Configuration feature has been introduced to define a Workplan with set of task templates. 

For more information, refer to Configure Workplan.

• Multiple tasks can be managed while executing a Change Request.

The tasks defined on Workplan configuration will be linked to the Change Record via Workplan Mapping Configuration.

For more information, refer to Workplan Mapping.

• Less downtime can be achieved from CR automation.
  
• Systematic approach in executing tasks reduces effort and time.

Search feature is implemented under Filters.

User Persona: Analyst

Search feature is implemented under Filters to enable an easy search of the fields under filters tab. 

For more information, refer to Search feature in Filters.

• Helps to easily search the fields.
• Reduces efforts to manual search for a field under filters.

Search feature is implemented under Tenant field.

User Persona: Analyst

Search feature is implemented under Tenant field to enable an easy search of the fields.

For more information, refer to Search feature in Tenant. 

• Helps to easily search the fields.
• Reduces efforts to manual search for a field under filters.

Configuring SSO for Okta OIDC

User Persona:

Admin

Admin can configure SSO for OIDC from the Okta SSO configuration page and enable the OIDC capability for logging into different applications.
It enables seamless login into several web applications and secures the online identity of businesses and customers.   

For more information, refer to Configure SSO for Okta OIDC.

• Lowers the potential for password security breaches. 
• Speeds up sign-up procedures. 
• Grants greater control on online identity. 
• Sets a single primary account to sign into various websites.