Service Management

Email to SR Creation

This release introduces the capability to create Service Request (SR) from an Email.   

Improved Change Management Module

Multiple new functionalities are added to the Change Management module as follows:

• Monitoring Change Requests Pending for Post Implementation Review
• Improved Process for Approvals via E-mails
• Exporting Change Request Details in PDF
• Introduced Export to Excel Option
• Capturing Referred Back CR Resubmission Timestamp in Change History
• Enable Auto Cancellation for Referred Back CRs Pending with Initiator
• Consolidated Attachments
• Added New Approval Levels in Change Management Workflow
• Change Record Approver access for Change Manager
• Change Record Update access for Change Manager
• Remap Change Request Appover

Improved Communication History for Incident and Service Request Management

Now, in the COMMUNICATION HISTORY pop-up, the Analyst can view the history of User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via Send E-Mail option, and Approval Information.

Export Problem Record Details in PDF

Now, a new option EXPORT TO PDF is added on the ACTIONS panel of the Problem Record details page. Using this option, the Analysts can export the problem record details into PDF format and share it over email with required stakeholder who is not having access to SummitAI Web application.

Send Email on Problem Record Update

A new action item "Send Email" is added on the ACTIONS panel of the PROBLEM RECORD page. Now, the Analyst can send an update on a given problem record to workgroup members, assigned Analyst, End Users, and Requestor etc. using the Send Email functionality.

CMDB List Page Enhancements

Now, as a part of enhancement, the Filters, and Configure Columns sections on the list pages are redesigned. Additionally, the scope of the functionalities is extended for improved usability.

• Configuration Item List Page (CMDB > User > Configuration Item List)
  

• Services Page (CMDB > User > Services)

Disabling the CMDB Standard Classification

Now, the Administrators can disable the four system defined Standard Classifications such as Server, Network, Desktop, and Others. By default, these four classifications are available in the Application. Using this feature the Administrators can disable any of the default classification that does not have any CIs linked. You cannot disable the classification that has CIs. You can only view the CIs that are linked with the standard classification.

Auto Delinking the Retired CIs

Now, the Users can delink the Retired CIs and its CI relations on the pop-up page based on the Tenant level configuration.

Bulk Updating CIs Using the Excel Sheet

Now, the User can update the CIs in bulk using the excel sheet. To do the bulk update, the administrator must enable the Edit CIs Without CR check box on the TENANT page.

Populating User Attribute on the CI Details Page

Now, after bulk importing the CIs using the excel sheet, the user attribute data gets populated on the CI details page. The User attribute column in the excel sheet accepts only the E-mail Id of the user. You can also upload the excel sheet with the multi-valued data for the user attribute.

Enhanced Route Cause Analysis for Problem Record

5 Why Analysis is newly added as RCA Methodology for the Problem Record. Now, the Analyst can select the RCA Methodology either as Fishbone Analysis or 5 Why Analysis.

Introducing the Pending and In-progress Status in PM Record Prior to RCA Submission

Now, Pending and In-progress statuses are included after the Initial Authorization under the Status drop-down field for the Problem Record.

Convert Service Request into Incident

A new action CONVERT TO INCIDENT is added on the ACTIONS panel of the Service Request. Now, the Analyst can convert a service request to an incident based on the description of the issue.

SMS Notification Enhancements for IM and SR

The SMS Notifications feature is enhanced to provide an effective text messaging alert system for IM and SR modules. The enhancements enable you to quickly categorize and notify the users based on your notification requirement. Following are the enhancements:

• New Grid view
• New Assigned Workgroup options

• Send Message to Custom SMS Numbers

• Multi-User Control
• Improved SMS Import Functionality

Enhanced Post Implementation Review Functionality in Change Management

Now, the Change workflows and Task configurations are separated based on the requirements of the administrator. The Administrator can decide if he wants a PIR on CR as well as Task or only one based on the change types and change category.

Delegate Roles on Problem Record

The Problem Management module is added under the Role Management section on the USER DELEGATION pop-up page.  Now, the Problem Record Authorizer, Approver, or Reviewer can delegate their role and responsibility on the Problem Record to another user for a specified time period in their absence or any other scenario where the Authorizer, Approver, or Reviewer is unable to perform the selected actions. 

Asset Management

Configuration Key Editor
This web console empowers the Administrator to add/update SummitAI Proxy and Summit Server config. Key(s) in the SummitAI config files (web.config, server monitor.config, and proxy.config) remotely without logging in to the server. These key(s) will further synchronize with the respective Data Collector/Proxy.

Optimised Patch Schema Sync

Now, the Patch schema job downloads the Patch schema information from the SummitAI Patch Cloud repository to respective customer’s instance consistently, so that all the customer instances are up to date by consuming minimal time. 

Asset Usage Type

Asset Usage type is used to define whether the allocated asset will be used as Primary, Secondary, Back Up, Reserved, or Shared type. The Asset Usage Type is displayed on the Asset Allocation page while allocating the asset to the End User and on the MY ASSET LIST page while accepting that Asset.

Enhanced Asset Allocation Template

The Asset Allocation Template Configuration page is improvised to include the Terms and condition editor section. The configured Terms and condition are appended in the notification e-mail that is sent to the user to accept the Asset.

Automatized Asset Agent Installation Setup Building

Now, this Asset Agent setup building activity is automated and brought on front end/web console. This enables the Customer to request for the required setup for the locations and Administrator to build the setup for multiple location and URL combinations.

Enhanced Patch Details section
User can view some additional patch related information under the Patch Details tab of the ASSET DETAILS pop-up.

Enhanced Location Column

Now, an Analyst can view the complete or partial location hierarchy on the Fixed and Non-fixed assets based on the configuration performed on the Application Settings page.

Additional Action on the Fixed Asset page

Now, this process is optimized by adding the new action item DEALLOCATE AND DEACTIVATE. Upon clicking this action item, the Analyst is navigated to the DEACTIVATE AND DEALLOCATE FIXED ASSET page using which the Analyst can deallocate and deactivate the selected asset concurrently.

Enhanced My Asset List Page

The enhanced MY ASSET LIST page enables the end user to filter and view all the required data of the assigned Asset in an organised pattern.

SummitAI for ITSM

CINDE Work Bench

Now, SummitAI introducing CINDE Work Bench (CWB), a separate application. Using CWB, the Administrators can add/update Instances, and users for a specific Instance. Also, the SME or Annotator can annotate passed or failed conversation and view the conversation in history logs.

IT Operations Management

Improved Search with New Options on the EVENT VIEW Page

Now, the Users can search for the Open Events using the newly available options Event ID and CI ID. You can use the Type In search text box to search for the Events with the additional search options Event ID and CI ID.

Enhanced Network and Drawing Board Views

Previously, SummitAI Product Suite leverages Adobe Flash Player to provide interactive user interfaces. Adobe announced that it intends to move its Flash technology to end-of-life status and it will cease to update and distribute the Flash Player at the end of 2020.

Now, SummitAI leverages the vis.js to provide the continuous interactive user interface. The following pages of the IT Operations Management are improved using the vis.js:

• Network View
• Creating Views from Drawing Board
• Editing Network Device Details

Platform

Discovery Dashboard

Now, SummitAI provides a new Discovery Dashboard page to display the data related to the discovered devices in pictorial representation. You can also view the detailed details such as total number of jobs in which the total active, recurring, one-time, and in-progress jobs. 

Discovery Templates

In previous versions, the commands are hard-coded and there is no option available to add or change the commands. Now, the Administrators can copy all the pre-defined commands to a template from the existing template based on the OS flavor. Also, the Administrators have the privilege to add the required commands as per the OS and the OS flavor.

Improved Discovery Configuration page

Now, SummitAI provides the following features and improvements on the DISCOVERY page:

• Provided Consider all IP Addresses till the last octet of the Subnet To check box. If the check box is selected, all IP addresses specified in the range between Subnet From and Subnet To are considered while discovering devices.
• Renamed Protocols field to Extended Discovery. Also, provided an option None.

• Provided multiple selection to select multiple users for WMI, SSH, and Telenet protocols.

• Provided Enable Nmap Discovery check box. If this check box is selected, the devices are discovered based on the reachability of the Nmap exe followed by the selected protocol. 

Availability Status Enhancements

To ease the user experience, the Availability Status feature is now available as a menu option in the Profile icon.

Earlier, this option was available in the MY PROFILE page. Now, by moving this option under the Profile, it enables you to easily change your availability status.

Send SMS option on SMS Gateway Configuration

A new SEND SMS option under ACTIONS panel is available on the SMS Gateway Configuration page. This option helps to validate the correctness of the configured SMS gateway by sending a Test SMS.

Mobile Number Parser

The format in which mobile numbers are available in the system differ a lot. Even if these mobile number belong to the same country. There is no standard format for entering mobile numbers. As a result, users sometimes do not receive SMS messages. 

To overcome this, a new Mobile Number Parser feature is introduced in SummitAI, this parser converts the unstructured mobile number to a structured mobile number by eliminating the difficulty involved in sending an SMS to a mobile number.