Feature Name 

Feature Description 

Feature Benefit 

Enhanced Export to Excel Translation

User Persona:

End user

Earlier, the translation was not supported for the following components in the Export to Excel functionality inside the downloaded excel in the selected language: 

• Title   

• Column Header  

• Column Data 

The users can now translate these components into the selected language by configuring a few keys in the Web.config file throughout the application.

For more information, see Export to Excel Translation.

• Better user experience. 

• Flexibility to use the application. 

• Reduces time to use the application.

Approve Change Record (New Mobile App)

User Persona: 

• Authorizer

• CAB Member/Approver

• Reporting Manager

To enable the authorizers or approvers to access the Approve Change Records instance on the mobile app thereby helping them to manage approval requests with a simple and intuitive navigation.

For more information about Approve Change Record, see Approve Change Record.

• Easy to tap and provide the approvals without any hiccups

• Instance response of your fingertips

• Increases productively 

• Customer satisfaction

Bulk Approval/Rejection of Change Records

User Persona:

Analyst

A new icon Bulk Approval/Rejection of CRs is introduced on APPROVE CHANGE RECORD list page under ACTIONS panel.  The Admin can now configure Enable Bulk Approval/Rejection of CR to implement the above feature.

For more information, see Bulk Approval and Rejection of Change Records.

• Bulk Approval/Rejection activities enable Approvers to focus on high priority tasks.

• Quick Approval/Rejection process. Hence, it's time saving and less efforts. 

• Brings simplicity and efficiency in approval and rejection of multiple CRs.

Database Schema DN Tables

User Persona:

End User

The following new DN tables are added for Service Management in SummitAI Service Management Database Schema Definition Guide.

• IM_RPT_DN_Approval_Details_1

• IM_RPT_DN_Approval_Details_2

Above two DN tables are developed to capture the detail about the incident approval such as Level 1 Group Approver Names, Level 1 Approver Role, Level 1 Required Approver Count and so on.

• Improved Visibility

• Improved Accuracy

Approval Information in PDF content designer page for Incident Management.

User Persona:

Admin and Analyst

The Admin can now configure APPROVAL CONFIGURATION to be displayed in PDF. This is displayed as a section in the PDF with detailed information like Approval Status, Remarks and Approval Levels.

For more information, see Approval Information in PDF content designer page for Incident Management

This Approval Configuration Information in PDF brings consistency across the platform as this feature exists in Service Request module.

Language Translations in PDF exports for Incident, Change, Problem and Service Request Management.

User Persona:

End user

An end user can select a language and export the PDF. In PDF the headers, column names, and few column data are translated to user selected language.

For more information, see Enhanced Export to PDF translations.

This feature brings in multi language translations for user selected language.

Language translations in Audit Flow of Incident Management and Service Request Managements.

User Persona:

Analysts

The Analysts can select a language and view the Audit Flow in Service Request and Incident Management.

For more information, see Audit Flow language translations.

This feature brings in multi language translations for user selected language.

Enhanced File Attachment Functionality in Problem Management

User Persona:

End user

Earlier, the users could not attach multiple files at once in the attachment section of the New Problem Record page, which was not user-friendly. 

Now users can attach multiple files at once in the attachment section. Attaching additional files at a time helps users in minimizing the time to raise the problem ticket and convey their problems easily to the Analysts / Technical user to understand the scenario better.

For more information, see File Attachment Functionality.

• Flexibility to attach multiple files at once. 

• User-friendly. 

• Minimizes the time to raise the problem ticket. 

Enhanced Description box with Nice Editor Feature in Problem Management

User Persona:

End user

Earlier, the user could draft the content without applying any formats or styles in the Description box on the New Problem Record page. For example, the user could not use Bold, Italic, Underline or provide any Font size, Color, or copy-paste the Image. 

Users can now format the content in the Description box with the help of the Nice Editor feature based on the required Font, Color or use Bold, Italic, and Underlined.

For more information, see Description box with Nice Editor.

• Flexibility to apply format and styles to the content. 

• Provides more clarity to the reader in understanding the issues. 

• Better look and feel. 

Introduced Search Text in Knowledge Record page

User Persona:

End user

Search Text option in the Classification and Category field on the New Knowledge Record page. 

Users can search and select the values by specifying the text in the Classification and Category fields. Also, provided a Remove option 

Whenever the user types in the text in the Classification and Category field, the list is loaded in the Classification pop-up and Category pop-up based on the search text specified.

For more information, see Search Text in Knowledge Record page.

• User-friendly 

• Reduces time in selecting the Classification and Category.

Image in Mail to Ticket for POP3 Server Type

User Persona:

End user

Earlier, whenever the user drafts the mail body description and adds an image in the mail body to raise the ticket, the added Image in the mail body is displayed as an attachment in the ticket. Since it was shown as an attachment, we could not understand what the user intended to say and which image he is referring to.  

Now the Image included in the mail body description while raising the mail-to-ticket is displayed in the description of the ticket, which gives the user more clarity to understand and visualize the problem.

For more information, see Image in Mail to Ticket for POP3 Server Type.

• Provides flexibility to include Image in the mail body description. 

• Provides an ability to view the complete mail-to-ticket description in new Description pop-up. 

• Provides more clarity to understand and visualize the ticket problem.

Enhanced Change Record API

User Persona:

Analyst

API Name: CM_LogOrUpdateCR 

New requests are added to the CM_LogOrUpdateCR API. 

The API Approver can now perform Objection or No Objection and add the objection Remarks in the Request.  

Following are the two new requests added to the CM_LogOrUpdateCR API: 

• Objection  

• No Objection

For more information, see Change Record API.

• Provides flexibility to Object or No Object the CR.

• User-friendly 

Feature Name

Feature Description

Feature Benefits

Asset Reconciliation through Emails. 

User Persona: 

End Users and Managers 

Asset Reconciliation is enhanced with Accept or Reject of asset through emails for end users. Managers can Approve or Refer back the asset reconciliation through emails.  

For more information, see Asset Reconciliation through Mails.  

• This Enhancement brings in provision for End users to accept or reject asset reconciliation through emails, without logging into application. 

• The status drop-down filter enriches the asset view. This filter makes it easier to search assets based on reconciliation status. 

Enhanced Work Order List Page (View Filters)

Applicable Modules: Incident Management, Service Request, Problem Management

User Persona:

Analyst

A new drop-down View is introduced on the WORK ORDER LIST page for the Incident Management, Service Request and Problem Management module.

Filter section is re-designed with Field, Operator and Values columns.

For more information, see Work Order List View and Enhanced Filters.

• Quick view of Work Orders list with specific filter conditions. Hence, time saving and less efforts.

• Better user experience with re-designed Filter section.

• Consistency with other modules on usage of View and Filter feature. 

Table Creation through Excel - Update Table

User Persona:

Administrator

The Administrator can now update existing records of a table. A new option UPDATE RECORDS is introduced on Edit Pop-up page. 

A new warning message is introduced while overriding the records of a table.

For more information, see Table creation by Importing Excel.

• Better User Experience with new labels and additional warning message. 

Database Schema DN Tables

User Persona:

End User

The following DN table is the enhanced for Service Management in SummitAI Service Management Database Schema Definition Guide.

• PM_RPT_DN_ProblemMaster - DN table is enhanced to capture additional details such as Risk ID, Risk Name

• Improved Visibility

• Improved Accuracy

Change Management PIR Functionality Changes

User Persona:

Analyst

A few more scenarios are added about Analyst access and Workgroup configuration for PIR configuration in Change Management Module.

For more information, see PIR Configuration Additional Scenarios.

• Improved User Experience

KB Approval Configuration Validation Changes

User Persona

Analyst

In this release, you can now configure different approval types for same category and classification. The validation in previous release which was restricting to configure another approval type, if 1 approval type is implied on category/classification is removed. Child categories beyond level 2 will inherit approval type of parent and priority will be given to Auto Approval.

For more information, see KB Approval Configuration Validation Changes.

• Configure different approval types (Auto and Manual) for the same Category and Classification. 

• Sub-child categories beyond level-1 can inherit parent category approval type.

• Redundant approval types for same category/classification validation introduced.

Approval notification Thumbs-up icon and Count

User Persona

Admin

To enable Incident Approvers, to have pending incidents at their finger-tips, Pending Approval Incidents can be easily tracked from the APPROVAL Thumbsup-icon on the Top navigation panel. The count is displayed for the currently logged-in user.

For more information, see Approval notification Thumbs-up icon and count. 

• Enables quick action on high impact incidents.

• Approvers can easily check and stay up-to-date on 'to-do' incidents. 

• Prevent delays in approving incidents that have high business impact. 

Category and Classification on Approval Knowledge Record list page displays correct characters instead of ???

User Persona

Analyst

Appropriate and correct display of Japanese characters for Category and Classification is now displayed on the Approval Knowledge Record page. Previously ?? characters were displayed for Category and Classification on the Approval Knowledge Record page.

For more information, see Cateory and Classification on Approval Knowledge Record list page.

• Displays correct and accurate Japanese characters. 

• Fixes vague and inaccurate information that was earlier displayed using ??? characters.

Auto Search Classification and Category in Problem Details page 

User Persona

Analyst

Provision to search text for Classification and Category in Problem Details page. You can also clear the text, by clicking the clear icon. Previously, you had to click on Search button and select the text. Now you can directly specify the text and click search.

For more information, see Auto Search Classification and Category in Problem Details page.

• Improved user experience, which now provides a text box to enter classification and category.

• Provision to clear the text. 

• UI Consistency with other modules.

New Mobile App

User Persona: Analyst

In the SummitAI Mobile App a Bulletin Board is introduced to view the essential messages. You can configure information you want to display on the Bulletin Board about an existing outage or a future event.

The Bulletin Board messages can be configured specific for an end-user or a globally based on your requirement. 

For more information, see Bulletin Board in Self-service Portal

Quick accessibility 

Mobile App (Old)

User Persona: Analyst

In the Mobile App (old), a workgroup owner can edit the Priority field in the Incident Details page or Log New Incident for User page by overriding the Priority Matrix configuration.