Summit Elbrus Release Notes

Admin

Analyst / IT Asset Manager

End User

Re-authentication at Service Catalog level for Service Request module.

User Persona: Admin, End-User, Analyst

You now have provision to re-authenticate while creating an SR or Approving an SR, or updating an SR, based on the configurations done at Application Settings and Service Catalog level.

The re-authentication can be done via One Time Password (OTP) or Password.

For more information, refer to Configuring Application Settings, Creating Service Catalog, Configuring Notification Parser to Create Service Request.

• Brings enhanced security mechanism with additional layer of security.
  
  

• Flexible user-friendly OTP or unique Password based approach.

Ability to switch between List and Tile view for linked CRs.

Provision to apply Filters on linked CRs.

User Persona: Analyst

The user can view the linked CRs in a tabular or grid. Introduced Filters to apply a filtering criterion to display the linked CRs.

The UI level changes are done for Minutes of Metting (MoM) section along with a new checkbox General MOM. The CAB Information is newly introduced under ACTIONS on Change Record List page.

For more information, refer to Scheduling CAB Meeting and Viewing List of Change Records.

• Ability to quickly view linked SRs to a CR.
  
  

• Flexibility to switch between the two views as per the requirement.
  
  

• Superior and enhanced UI design. 

Mutli-selection and addition of CAB members as a group.

User Persona: Analyst

Provides an option to add the CAB members as a group for the CR approval along with individual CAB members.

For more information, refer to Scheduling CAB Meeting.

• Reduces the time and efforts by quickly adding multiple CAB members as a group.
  
  

• Simplified process to add a large group.

Approve or Reject the Change Record (CR) proposed for the Standard Change directly via e-mail.

User Persona: Analyst

The CAB members are notified that the CR is proposed for Standard change and can directly approve or reject the CRs proposed for Standard Change along with the CR itself via email notification based on the TENANT level configuration. The same information gets tracked in Change History of the CR as well.

For more information, refer to Approving Change Records.

An Administrator can enable or disable the above functionality at Tenant level.

For more information, refer to Configuring Change Management Module.

• Better tracking and control over approval and rejection of CR proposed for Standard Change.
  
  

• Instant approval or rejection improves the overall customer experience.

Capture the Original CR details while CR creation using Import Template or Cloning.

User Persona: Analyst

The original CR details from which the template is created are captured when you log a CR using Import Template / Standard Import Template or Clone CR.

The Original CR and the template name details will be displayed in Change History and Export to PDF actions as well.

For more information, refer to Creating Change Records and Exporting Change Record Details in PDF.

• Easier for the Analyst to relate with logical relationship between the original CR and the newly created CR.
  
  

• Quickly to get the more insight on the Original CR thereby reducing the number of clicks and time spent.

Option to add multiple attachment in the following modules:

• Problem Management

• Knowledge Management

• Release Management

User Persona: Analyst

Attach multiple files from Attachment field at once. The details of the multiple files are displayed in a grid format with the details such as File Name, Attachment Date and Remove.

The Change History and Export to PDF captures the details of the multiple attachments added or deleted.

For more information, refer to Creating Problem Records, Creating Release Records, Adding Knowledge Records, Configuring Custom Fields for Customers, and Configuring Custom Fields for Users.

• Brings consistency with other modules such as IM and SR.
  
  

• Boost efficiency by reducing repetitive tasks and hence quick process.

Making Child Node selection mandatory while creating a Change Record

User Persona: Analyst

A new configuration Enable Change Category Parent Node Selection is introduced at Tenant level.

If Enable Change Category Parent Node Selection is not selected at Tenant level configuration (Admin > Tenant > Select Module as Change Management > Configure Details) then you can select only the child category. If you attempt to select the parent category, the following message is displayed:
"Cannot select parent node."

For more information, refer to Configuring Change Management Module, Creating Change Records and Configuring CR Approval Workflow.

• Reduces the ticket cancellations because of incorrect triggered Workflow.
  
  

• Brings consistency with other modules such as IM and SR modules.

Option to edit Subject field

User Persona: Admin

The Subject field is displayed for Problem Management, Work Order and Release Management modules as well, along with other modules such as Incident Management, Service Request, Change Management, Asset Management and IT Operations Management.

The Release Management module will be available in the Change drop-down list of modules.

For more information, refer to Configuring Notification Templates.

• Enhanced user experience
  
  

• Brings consistency with other modules such as IM and SR modules.

Enhanced Approve Change Record list 

User Persona: Admin

Improvised Approve Change Record list page with additional list and filter options to enhance the better understanding of a CR.

For more information, refer to Approving Change Records.

• Brings Simplicity and efficiency

• Detailed understanding and information of a CR

Introduction of HTML editor in Business Rule Designer (BRD) custom notifications. 

User Persona: Admin

An option of HTML editor is introduced in the editable BRD notifications.  

Previously only Out-Of-Box standard notifications was supported in HTML editor. 

With this enhancement we bring the HTML editor support to custom notifications too. 

For more information, refer Field description in NOTIFICATION section of Business Rule Designer.

This enhancement is introduced in Change Management too. Show HTML and Keywords are introduced. For more information refer Notification section of Configuring Change Request Workflow. 

• Enables flexibility in defining BRD notifications. 
  
  

• Provides uniformity across the application. As HTML editor is already supported in OOB notifications, now the custom notifications also support HTML editor.

Enhanced Business Rule Designer with EQUAL TO (=) Operator for fields with Data Type ad Long Text.

User Persona: Admin

Earlier only operators Contains and Does not contain were available. There was a limitation with only these operators available. 

If the incoming Ticket had a Symptom or Description like following: 

• Error Code: TPF103311_SR_RESTARTED 

• Error Code: TPF103311_SR_RESTART_Success 

if a rule was defined using the existing condition chances were that both the tickets got picked up when only one ticket had to be picked up based on condition. 

That is Symptom CONTAINS TPF103311_SR_RESTART, both the tickets with error code will be picked up for action which is not the intended action and lead to inaccuracy. 

 A new operator = (Equal To) is introduced in Filters of Business Rule Designer fields. This is added to fields like Symptom and Description and those with Data Type as Long Text. 

For more information, refer the CONDITION section in Field Description of the page Business Rule Designer.

• Enhanced accuracy in rule definitions because of the newly introduced = (Equal To) operator. 
  
  

• As the operator is not case sensitive when there is an exact match with the defined condition irrespective of upper or lower case the rule fetches the result. 

Log Time and Final Approval Time in Service Request Configure Columns. 

User Persona: End-User, Analyst

• A new column Final Approval Time is introduced in Service Request List page. For more information, refer to View My Service Request List

• Final Approval Time is captured in Audit Flow page. For more information, refer to Audit Flow section of Service Request Details 
  
  

•  Final Approval Time is introduced as a column in reports. For more information, refer Open Service Request report. 

• APIs are enhanced with the Final Approval Time. For more information, refer Retrieve Service Request List
  
  

• The Log Time is modified to display the actual SR creation time. 

• With this new column, Final Approval Time we can view the Approval Time of SR which was not captured earlier. 
  
  

• Discrepancies in the Log Time display is rectified, and Log Time now displays the actual creation time of the SR. 
  
  

• With this new addition the SR List Page will have two columns which displays the Actual Log Time and the Final Approval Time for a Service Request.

Introduction of Multi select drop-down in the field Workgroup. 

User Persona: Analyst 

While linking the Change Requests (CRs) to CAB meeting for the field Workgroup multi selection is introduced in Basic Filters. 
Grid view is enhanced to accommodate more columns. 

View

Open

For more information, refer Link in Scheduling CAB Meeting.

• This option of multiselect simplifies the way to link Change Requests (CRs) to CAB meetings. 
  
  

• Enables uniformity across all the fields. 
  
  

• Less time-consuming to filter the required Change Records.

Avoid the selection of Self as approver when the Approver is not mapped or is inactive.  

User Persona: Admin and End User  

This feature has been introduced to overcome the scenario where the End User (who is not mapped to any Reporting Manager or if Reporting manager is Inactive) can select themselves as Approvers. The selection of self as Approvers is removed not only at Reporting Manager level but also in Head of Customer (HOD), Custom Dynamic Table and Technician Selectable.  
  
New check box: Allow Self Selection as Approver is introduced in Admin Tenant level configuration of Service Request.  
 
For more information, refer Approval Tab section in Logging Service Requests.

• Audit and security issues are avoided as the End users cannot select themselves as Approvers.  
  
  

• Appropriate End User validation message ensures the reason why End users cannot select themselves as Approver. 

Introduction of Search option for Tenant selection. 

User Persona: Admin, Analyst, and End User 

In the List page filters, Record details or configuration screens and throughout the application Search option is introduced for Tenant selection. 
For more information, view  

• Tenant Search section in Logging Incidents

• View the updated UI screens with Tenant search bar on left side in the following pages:
  Configuring Impact, Logging Service Requests, Scheduling CAB meeting.

Similarly, Tenant Search is introduced wherever it is applicable. 

Refer the following figure: 

View

Open

This Tenant search feature is introduced throughout the application too wherever Tenant Search is applicable. 

• Enhanced user experience while searching Tenants instead of scrolling down a long list. 
  
  

• Search is case insensitive. 
  
  

• Provision to clear and reset the Search, which resets the search quickly rather than deleting manually individual characters.

Link Common Master Currency Configurations to Problem Management.  

User Persona: Admin

In the Problem Management module under the Cost Tab, the Currency Field was hardcoded to display only two currencies USD & INR. This area needed to be taken care of by mapping the Common Master Currency to the field. As per the requirement, Dirham or AED needed to be present in the Currency dropdown present in the Cost tab of Problem Record. Hence this feature is being added where the user can Configure and map different types of currencies from the Common Master Configurations.  

For more information, see Common Master Currency Configuration for Problem Management.

• Providing users with the flexibility to add different Currencies.
  
  

• Enhanced options for the user to view and manage Currencies.  

Mail Parser Troubleshooting. 

User Persona: Admin

A new addition to the Notification Parser list page action panel is the Troubleshooting icon. This Troubleshooting option will help the Admin view the data related to the mails that were parsed such as which mailbox was used for the incoming mails, what all rules got applied, and which rule was considered for parsing the mail.  All these details are displayed in this new option. These details can also be extracted to an excel for future reference. 

For More information, refer Mail Parser Troubleshooting in Configuring Notification Parser.

Configure Incident Rules based on Customer 

User Persona: Admin 

We have Introduced Customer based rules, where the rules feature is enhanced, so that the rules can be defined specific to the customers configuring them. 

For Instance, if a User is mapped to a specific Customer A and wants to create a Rule to modify an Incident which is mapped to that same Customer A, in that case only those rules which are mapped to customer A should be visible to the User. 

For More information, see Configuring Incident Rules Based on Customer.

Providing a Curated List of Search Results 

User Persona: Admin/End User/Analyst 

The Search functionality has been refined to display a curated list of Rules. This newly defined Rule filtering logic is refined to display the most relevant rules based on the matching keywords.  The Rule is created by the admin to help the analyst in troubleshooting an incident.