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Service Management

Enhanced Filters option for CMDB

The Filters on the Configuration Item List page and Services page are redesigned to improve usability.

Now by default, in the filters, for the Default View status option, it is set as Production on the Configuration Item List page and Active on the Services page for the CMDB module.

Enhanced UI for Mandatory PIR Configuration For Change Records and Tasks

Now, the UI for Mandatory PIR Configuration For Change Records and Mandatory PIR Configuration For Tasks is upgraded for better user experience.

Platform

Advanced BI Dashboards

Now, the Administrators can create new BI Dashboards by adding the already created dashboards. This helps Administrators to monitor the real-time data of the multiple reports at a time. 

Turn Around Time (TAT) Report

Turn Around Time (TAT) in a Change Management is the total time taken by the Approvers to approve the Change Request.

The Turnaround Time also includes the component the Analyst or Analysts spent on the ticket during the time it was assigned to them.

The TAT Report displays the total time taken by the initiator to resubmit the refer back CR, total time taken by the Approvers to approver the CR, Total Workgroup/Analysts TAT, and Total TAT.

SummitAI for ITSM

Differentiating SummitAI Core API and Base URL in CINDE

Previously, both the Base URL and SummitAI Core API URL have only one Application Setting.

Now, SummitAI introducing two Application Settings to differentiate the Base URL and the SummitAI Core API (Web Service) URL. Using these Application Settings, the Administrator can configure two different URLs, one for the Base URL where CINDE is deployed and one for the SummitAI Core API from where the data should fetch and display in CINDE. 

Integrating CINDE with IM Rules

Now, CINDE is integrated with the IM Rules and displays the Symptoms. Now, CINDE will no longer ask an Analyst to provide the description, instead the matching Symptoms are displayed. Based on the selected Symptom, CINDE logs an Incident. IM Rules are templates that you can configure in the SummitAI core application. Using IM Rules in CINDE, the Analysts can log Incidents with pre-selected data without the need to key in each information. Based on the configurable parameter, CINDE displays the Knowledge Records (KR) or IM Symptoms.

SummitAI Mobile App

Delegator User SR Summary count

Now, the user (Delegate) can view the count of SRs Pending for Approval, Approved, Rejected, Forwarded, On Hold, and Referred Back of another user (Delegator). Also, the user (Delegate) can Approve or Reject or Refer Back or On Hold or Forward the SRs of the user (Delegator).

Improvements

5 Why Information in Tabular Format on Problem Ticket Details Page (Problem Management)

Now, the 5 why information is added in the tabular format on the Problem Ticket Details Page. Hence, the same information from Problem Record Details page is made available on the Problem Ticket Details Page.

Enhanced Approve SR Status Summary Counts Mobile Application API

Now, the UserID parameter is included in the Approve SR Status Summary Counts API. Using this parameter, you can add specific UserID of an user. Based on user id the Approve SR Status Summary counts displayed in response.