Introducing CINDE

CINDE – Conversational Interface and Decisioning Engine – is a Conversational Virtual Agent. The End Users can interact with CINDE to quickly log Incidents or create Service Requests (SRs). CINDE can also help users edit or check the status of existing Incidents or SRs.

Service Desk Intelligence Catch Dispatch

Catch & Dispatch is the SummitAI for ITSM capability to automate Categorization and Classification of all Incidents and Service Requests making the Analyst’s job faster and simpler.

Auto-Resolution

Auto-resolution of IT tickets eliminates Analysts’ involvement in repetitive mundane tasks. The Analysts can focus on more complex tasks. SUMMIT AI can automate some IT service tasks with well-defined steps.

Multi-Channel Support for CINDE

Now, CINDE is also available on Web chat, Microsoft Teams, Skype for Business, Slack and Jabber as a contact for the configured users.

Configured CINDE with Knowledge Base Articles

Now, CINDE displays a set of related KB articles to help the users resolve the issue before logging any Incident. This helps in quick and easy resolution of issues and also reduces the number Incidents logged by the End Users.

CINDE Displays Frequently Asked Questions

Now, CINDE displays the Frequently Asked Questions to the End User. This helps the End Users to get prompted with the most probable issues, which they can select and also find a solution before logging any Incident. This helps in quick and easy resolution of issues and also reduces the number Incidents logged by the End Users.

CINDE Supports JavaScript Validations

Now, CINDE supports the JavaScript validations that are configured for Catalogs in the SummitAI application. Using JavaScript support, the fields of the Catalog can be enabled, disabled, and pre-filled. Based on the data provided in the text fields, the validation messages are pop-up in the SummitAI application. The same concept is applied in the CINDE in a conversational way.

Executive Dashboards

New Executive Dashboards can be now added for the Senior Management, which can be customized as per the user requirements. 

Edit Access for KB Approvers and Publishers

Knowledge Management is the process of creating, maintaining and sharing the knowledge about a solution or idea to resolve an issue, so that it can be easily referred by the End Users or Analysts when they face a similar issue.

Earlier, the Knowledge Base (KB) Approvers and Publisher could not make any changes to the Knowledge Records. For any modifications, they had to send the KR back to the Author. 

Now, by default KB Authorizer has access to edit the KRs. Additionally, Administrators can provide access to the Approvers and Publishers to edit the KRs, thereby, eliminating the recurrent refer back process of modifying KRs.

Orchestration - Licensed Plug-In

Orchestration previously called as Runbook Automation is now available as a licensed plug-in with SummitAI Service Management module. It was earlier available as part of the SummitAI Service Management module. From Alps release onwards, additional licenses are required by the users to use the Orchestration module.

Orchestration Enhancements

Many enhancements are done related to Orchestration to improve the user experience and to make Orchestration more simpler and easier to use.

Creating Information Service Catalogs

The Administrators can now create Information Service Catalogs. In this Service Catalog, only a rich text box is provided. No Workflow needs to be defined for the Information Service Catalogs. This is useful where the users request for information instead of a service or product.

Linking Service Catalogs to Other Categories

The Administrators can now browse Categories and link a Service Catalog to the relevant Categories.

Search Knowledge Records KRs and View More Relevant KRs Related to Incidents

The Analysts can now easily search and refer relevant Knowledge Records and resolve Incidents.

Improved Knowledge Record Search Results

The Knowledge Record search results are now improved.

Escalation Level Wise DN tables

Added new Escalation Level Wise DN tables for Incident Management and Service Request Management modules for Manual and Auto Escalation.

Configuring CI Owner or Manager to Edit Own CIs or Other CIs

Now, the CI Owners can edit their CIs as well as Other CIs.

Updating the CI without Creating the Change Record

The users can now update CIs without Change Records.

View/Update Incidents of Other Users Who Belong to Selected Customer and/or Location

The End Users can now view, cancel, escalate, edit, and update the Additional Information section of the Incidents, which are logged by other users who belong to different Customer and/or location. 

Notifying Source and/or Target Workgroup Owner(s) On Changing Workgroup and/or Analyst

The source and/or target Workgroup Owner are now notified when an Incident/SR is reassigned to another Workgroup and/or Analyst. This helps the Workgroup Owners to take immediate action on the reassigned Incidents/SRs.

Resolution Code in Incident E-mail Notifications

An enhancement is made to add the Resolution Code in the Incident e-mail notifications. 

Exporting CI Relationship Data to Microsoft Excel Sheet

The Analysts can now export the CI relationship data to Microsoft Excel.

Hyperlink Custom Attribute in CMDB

In the CMDB module, the Administrators can now configure a hyperlink as a Custom Attribute.

Incident Escalation Based on Time When E-mail is Sent from Analyst to End User

Now, the Administrators can configure additional Incident escalation based on the time of an e-mail that is sent from an Analyst to an End User. 

Improved CI Relationship Diagrams

The CI Relationship Diagrams are improved to provide a better context and understanding about the CI relationships.

Custom Fields in Problem Management Module

Now, the Administrators can add Custom Fields in the Problem Management module.

Set Limitations for Maximum Characters in Description Field of Incidents and Service Requests (SRs)

The Administrators can now set the minimum and maximum number of characters that are allowed in the Description field of Incidents and Service Requests.

Creating Recurring Service Requests

The Analysts can now create recurring Service Requests, where they can view the details of the source Service Request, set the frequency of occurrence for recurring Service Requests, and create a relevant job. Based on the frequency, the recurring SRs are created.

Preventing Duplication of Incidents

For the following combination of Incident Details that is Caller, Category, and Custom Attribute, if an Incident is already logged, the application prevents you from creating Incidents with the same combination of Incident Details (Caller, Category, and Custom Attribute).

Editable Subject Field for Notification Templates

The Administrators can now edit the Subject of the Notification Templates of the Change Management module as per the organization's requirements.

New Keywords for Incidents and Service Requests (SRs)

New Keywords are added for Incidents and SRs. These Keywords are available to the End Users, which can be added in the Templates for receiving notifications.

Alphabetical Ordering of Location and Customer Data

The data in the Applicable Locations and Applicable Customers fields of the Service Catalogs for approval can be now ordered alphabetically.

Additional Filters on CONFIGURATION ITEM LIST Page

Additional filters are added on the FILTERS pop-up of the CONFIGURATION ITEM LIST page. Now, there are two sections, BASIC and ADVANCED.

Allow Analysts to Edit Symptom and Description of Incidents and Service Requests (SRs)

Now, the Analysts can modify the Symptom and Description of the Incidents. Similarly, the Analysts can modify the Description of the Service Requests. The changes made by the Analysts are validated, captured in the Change History, and reflected on the End User pages.

Requesting Multiple Software Using Single Service Request

The End Users can now request for multiple Software using a single Service Request Form.

Improvements Related to Asset Deallocation

The Analysts can now use Asset Codes for deallocating Assets and can also provide additional details while deallocating Assets using Custom Fields.

Better Reports with Improved Filter Options on User Action Report

Couple of Filter related enhancements are done on the USER ACTION REPORT page to generate more meaningful and useful reports.

Asset Code and Host Name on Asset Details Page

Additional fields, Asset Code and Host Name are now added on the ASSET DETAILS page.

Patch Management Enhancements

Many enhancements are done related to Patch Management.

Search Assets By Host Name in Global Search

The users can now search for Assets in Global Search using the Host Name of the Assets. This improves the searchability of Assets.

User Remarks in Asset Acceptance/Rejection E-mails

The users can provide remarks for the Assets that they accept or reject. The remarks provided by the users also reflect in the auto–generated confirmation e-mail. This information is useful for the Administrators to view the remarks provided by users while accepting or rejecting Assets.

Time Zone Configuration for Asset Location and Store

The Administrators can now configure the Time Zone for Asset Locations and Stores.

Quick and Easy Contract Configuration

Adding a new Contract in SummitAI Asset application is now made easy. A Configure icon is added to the various fields of the CONTRACT MANAGEMENT and AGREEMENT DETAILS pages. The Administrators can click the Configure icon to navigate to the configuration screen of the field.

Additional Security for Asset Integration

Additional authentication is added for both SCCM and Lansweeper Asset Integrations.

Display Location Code and Location Group on LOCATION DETAILS Pop-up Page

The Location Code and Location Group are now displayed on the LOCATION DETAILS pop-up page (Asset > Configuration > Asset Masters > Location and Store > Select a Tenant > Right-click on a Location under the DETAILS section and select Configure). 

Display Assets of Current Financial Year Only for Deletion

The Analysts can now delete Assets of the current Financial Year only.

Ability to Update the Asset(s) Referred Back by Checker

Earlier, the Maker had to make a new request if the Asset was Referred Back by the Checker. Also, if the Checker did not take any action on the Asset Approval request, the request was auto-canceled at the end of the working day and the Maker had to resend the Asset to the Checker for approval.

Avoid Errors by Adding Validation Rules for Custom Text Fields and Numeric Fields

The Administrators can add Rules by adding manual scripts for Custom Fields (text and numeric fields, such as Vehicle Number, Date of Transfer, Date of Sale, and Depreciation Reserve) to avoid errors while entering values in these fields. Based on the configuration, only the allowed values can be entered in the above fields. 

Easy Asset Tracking with Source Store Information While Moving Assets

Now, while moving Asset(s) from one Store to another Store, the source Store information of the Asset(s) is also displayed in addition to the destination Store. This helps in easy tracking of Assets.

Restricting Asset Cost Limit

Now, while adding and/or updating the Asset(s), the Administrators and Analysts can provide the Asset Cost within the limit set by the Administrators.

Additional Fields for Depreciation Field Mapping

Two additional fields are added for Depreciation Field Mapping, Sale Price and Sale Date.

Procurement Details on End User Service Request Details Page

The End Users can now view Procurement details related to the Service Requests that they have raised. This helps them to check the status of the Service Requests, which require procurement of products.

SNMP Traps Monitoring Parameter

SNMP Traps is a new monitoring parameter available in Service Entitlement of the SummitAI IT Operations Management module. Using SNMP Traps, the Administrators can process the trap messages received from the SNMP enabled Network Devices or Servers in the traps receiver and the central collector to create an Incident.

GDPR Compliance

The SummitAI application complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users to view their personal data. After the user acceptance, the personal data will be stored in the SummitAI application in an encrypted form.

Customize Fields Using Scripting

With new Scripting option available on few of the pages of the SummitAI application, the Administrators can now write their own Java Script and CSS codes to customize the fields available on these pages.

New Improved BI Reports

Now, the Administrators can create advanced BI reports as per the specific requirements of the organization using the newly added Advanced Reports option (Reports > Advanced Reports) in the SummitAI application. 

Multi-Language E-mail Templates

The e-mail notification templates can be now configured in various languages. If configured in the application, the e-mails are sent in the language that is preferred by the recipient.

Bulk User Import from Azure Active Directory

Now, in addition to Microsoft On-Premise and Google, the Administrators can bulk import the user details from Azure Active Directories as well.  

Domain-Based SSO Configuration

Now, the Forms, SAML, OAuth, and Proxy authentications can be configured for a specific Domain. 

Adding New Users With OAuth and SAML Authentication Types

Now, a new user is created if a user who is not a part of SummitAI database tries to log in to the SummitAI application. The configured Time Zone and Role Template are assigned to the newly created user.

More Customized End User Dashboard

The Administrators can now choose from the ready-made Themes for the End User dashboard and customize them as per the organization's requirements.

Improved Look and Feel of Application Header

The look and feel of the SummitAI application header is improved for better user experience.

General Data Protection Regulation (GDPR)

SummitAI Mobile App now complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow Analysts and Administrators of SummitAI to view their personal data. After the user acceptance, the personal data is stored in the SummitAI database in an encrypted form.

Save Time With Parallel Approvals of Service Requests SRs

The Approvers in the same Approver Group can now approve SRs parallely using the SummitAI Mobile App. 

Simplified Configuration Steps for SAML-based Authentication

The configuration steps for SAML-based authentication in SummitAI mobile application is simplified.

Increased Image Attachment Size for Android Mobile Phones

The limit of the image attachment size is increased from 4 MB to 8 MB.

Allow Analysts to Edit Symptom and Description of Incidents and Service Requests (SRs)

The Analysts can now modify the Symptom and Description of Incidents and Service Requests. The changes made by the Analysts are validated, captured in the Change History, and reflected on the End User pages. 

Set Limitations for Maximum Characters in Description Field of Incidents and Service Requests (SRs)

The Administrators can now set the minimum and maximum number of characters that is allowed in the Description field of Incidents and Service Requests.

The Names and Logos have changed

The Organization's Name and Logo, Mobile Application's Name and Icon, and the copyright information have changed.