Service Management

Viewing and Approving Problem Records on SummitAI Mobile Application

Now, the RCA Approver, Problem Record Approver, Problem Manager, or user with appropriate access can Authorize, Approve RCA, or perform the RCA Review of the PRs based their role template access using SummitAI Mobile Application.

Incident Management Mobile Application APIs

The following new APIs are added in the SummitAI Mobile App:

Auto-Populating Custom Fields in Incidents Based on Logged in User
Retrieving Incident Details Based on the Configured Fields
Retrieving the Configured Symptoms and Knowledge Articles Based on Searched Keyword
Retrieving User Profile Card on the End User Log Screen
Retrieving CC Users
Retrieving the Number of Incidents
Retrieving the Incidents Using Filters
Retrieving Bulletin Board
Retrieving Knowledge Articles List and Details on the Self Service Dashboard
Updating User Profile Details
Viewing Other Users Incidents
Retrieving the Incident Details along with the Configured Fields

Problem Management Mobile Application APIs

The following Mobile App APIs are added for the Problem Management module:

Approver Access for Problem Records API
Retrieving Problem Record Lists for Approval API
Retrieving Problem Record Details API
Requesting for Pre-Authorization of Problem Records API
Requesting for Authorization of Problem Records API
Requesting for RCA Approval of Problem Records API
Requesting for RCA Review of Problem Records API

Conditional Approval in Log Service Request API

If the SR Workflow contains a Conditional Approval with the Approver set as User Selectable, you must specify the E-mail Id, Employee Id, or User Id of the Approver in the Log Service Request API. With this, the user can specify the Approver while raising an SR. The specified Approver receives a notification for the Approval of the Service Request.

Improvements

Improved Look and Feel of Service Request Details Page (Service Request Management)

Now, the look and feel of the SERVICE REQUEST DETAIL page is improved for better user experience.

SummitAI Orchestration Enhancements

SummitAI Orchestration module provides the following enhancements as a part of Denali HF01 release:

Exporting Users from SummitAI Server to Orchestration DB
Identifying the Target CI from the Previous Script Output
Summary of Executed Orchestration Details for IM or SR

Log or Update Incident API Enhancements (Service Management)

Now, the following functionalities are implemented for the Log or Update Incident API based on the Tenant level configuration:

Whenever a New Incident is logged, it must be in the In-Progress status at least once before it is moved to the Resolved status.
Pending Incident must be in the In-Progress status at least once before it is moved to the Resolved status.
You can upload the CIs with Incidents.

Improved Knowledge Management Module with TinyMCE Integration

TinyMCE is an online Rich Text Editor. It is now integrated into the SummitAI Knowledge Management module. Content and images can be now copied from Microsoft Word document and pasted in a SummitAI Knowledge Base article.