Read Complete Release Notes

Feature released in SummitAI IT Service Management (Denali SP1 HF01, Incident Management, Service Request Management, Change Management, and Problem Management)

What's New?

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

• Incident List Page (Incident > User > Manage Incidents > Incident List)
  

   See Screenshot

  
  Figure: Incident List page - Tabular view
  
  
  Figure: Incident List page - Tile View

• Service Request List Page (Request > User > Manage Service Requests > Service Request List)
  

   See Screenshot

  
  Figure: Service Request List page - Tabular view
  
  
  Figure: Service Request List page - Tile view

• Change Record List Page (Change > User > Change Record List)
  

   See Screenshot

  
  Figure: Change Record List page - Tabular view
  
  
  Figure: Change Record List page - Tile view
  

• Problem Record List Page (Problem> User > Problem Record List)
  

   See Screenshot

  The Filters and Configure Columns are removed from the ACTIONS panel and added on the top of the Problem Record List page. Also, the icon for ADD NEW action item is redesigned.

  
  Figure: Problem Record List page - Tabular view

  
  Figure: Problem Record List page - Tile view

Various Sections of the Page

This section explains the various sections of the Incident List, Service Request List, Change Record List, and Problem Record List pages.

Section 1

Incident List Page - Information Panel 

The information panel displays the following information about Incidents that belong to your Workgroup or Assigned Workgroup:

• Total Incidents: Click the Total Incidents count to view all the Incidents on the Incident List page.
• Open Incidents: Click the Open Incidents count to view only the Open Incidents on the Incident List page.
• Resolved Incidents: Click the Resolved Incidents count to view only the Resolved Incidents on the Incident List page.
• Current Month Open Incidents: Click the Current Month Open Incidents count to view only the Current Month Open Incidents on the Incident List page.
• Response SLA Met: Click the Response SLA Met count (percentage number) to view the Incidents that met the Response SLA on the Incident List page.
• Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Incidents that met the Resolution SLA on the Incident List page.
  

Figure: Incident List page - Information Panel

Service Request List Page - Information Panel 

The information panel displays the following information about Service Request that belong to your Workgroup or Assigned Workgroup:

• Total Service Requests: Click the Total Service Requests count to view all the Service Requests on the Service Request List page.
• Open Service Requests: Click the Open Service Requests count to view only the Open Service Requests on the Service Request List page.
• Resolved Service Requests: Click the Resolved Service Requests count to view only the Resolved Service Requests on the Service Request List page.
• Current Month Open Service Requests: Click the Current Month Open Service Requests count hyperlink to view only the Current Month Open Service Requests on the Service Request List page.
• Response SLA Met: Click the Response SLA Met count (percentage number) to view the Service Requests that met the Response SLA on the Incident List page..
• Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Service Requests that met the Resolution SLA on the Incident List page.

Figure: Service Request List page - Information Panel

Click  icon to view Filter, View and Configure Columns fields.

Figure: Incident List page (View, Filter, and Configure Columns)


Figure: Service Request List page (View, Filter, and Configure Columns)

Figure: Change Record List page (View, Filter, and Configure Columns)

Figure: Problem Record List page (View, Filter, and Configure Columns)

Section 2

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate or compare to one another. The newly introduced filter operators help to narrow down your results in a short amount of time, and it provides more flexibility to the users.

The following table describes the list of operators and a short description against each of them. 

View

An Analyst can create or delete views from Tabular view or the Tile view. By selecting a view, the analyst can view a set of records that meet the filter criteria defined in that view.

Creating a New View:

To create a new view, user needs to define Filter conditions and Configure Columns:

Adding Filter Conditions:

A condition consists of the following parts:

• Field: Each field is a column in the table.
• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.

• Value: Each field has its own set of valid values determined by the field type and operator.
  
  

  Note:

  • In the Field drop-down the analyst can view the following groups.
    • User Attributes
    • Standard Attributes
    • Date
    • Custom Fields
    • Additional Attribute (applicable only for Change Management and Problem Management)
      
      

  • The following table describes the Field Types and Operators.

    Field Type	Operator	Sample Value	Expected Results	Default Operator
    Drop Down, User Search Control, Search Control, and Tree View (Example: Status)	=	Pending	Display all the tickets in Pending status.	=
    	!=	Pending	Display all the tickets other than Pending tickets.
    	IN	Pending, In-Progress	Display all the tickets in Pending and In-progress status.
    	NOT IN	Pending, In-Progress	Display all the tickets other than Pending and In-Progress status.
    Numeric and Date (Example: Incident ID)	=	2345	Display only the ticket 2345.	=
    	IN	93458, 93460	Display the tickets with ID 93458 and 93460. Note: This Operator not applicable for Date field type.
    	<	2345	Display all tickets Less than 2345.
    	>	2345	Display all tickets greater than 2345.
    	<=	2345	Display all tickets less than or equal to 2345.
    	>=	2345	Display all tickets greater than or equal to 2345.
    	Between	93458 and 93460	Find a match where the numerical value is between the first and second value inclusive. EX: (93458, 93459, and 93460)
    Radio Button and Check box  (Example: Response SLA Violation)	=	Example: Tenant = IT Response SLA Violation = Yes	Display Response SLA Violated tickets of IT tenant.	=
    Text Area  (Example: Symptom)	Contains	Example:  Tenant = IT Symptom Contains Microsoft	Display IT tenant tickets where Symptom Contains Microsoft. Note: The users can search for a combination of keywords using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.	Contains

  • The Analyst can filter the Change Records and Problem Records based on Custom Attributes.

  • The Analyst can select date and time in the following fields:

    Page Name	Fields
    Incident List Page	Log Time Updated Time Resolved Time Closed Date Updated Since (In Days) Pending For (In Days)
    Service Request List Page	Log Time Updated Time Resolved Time Updated Since (In Days) Pending For (In Days)
    Change Record List Page	Updated Since (In Days) Registration Date Updated Time Planned Start Time Planned End Time Downtime Start Time Downtime End Time Release: Planned Start Time Release: Planned End Time Release: Actual Start Time Release: Actual End Time Implementation: Actual Start Time Implementation: Actual End Time Actual PIR Date
    Problem Record List Page	Log Time Updated Since (In Days) RCA Deadline Date Actual RCA Deadline Date Resolution Deadline Date Actual Resolution Deadline Date

  Example: 

  Consider that an Analyst wants to create a view for High and Medium Open Incidents of Information Technology Tenant except Server Category Incidents. In this case, add conditions as shown below.

1. Click Apply to view records that meet the above filter conditions.
   
2. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.
   
   
   Figure: CONFIGURE COLUMNS
   
   

3. Select Display Type (Tile View or Tabular View).

4. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

5. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

6. Click SUBMIT. The list reloads to show the changes.
   
   

   Note:

   Consider the list page is in Tabular view. On the CONFIGURE COLUMNS pop-up page, the analyst selected Display Type as Tile view and clicks Submit. In this case, the list page reloads to show the changes in the Tile view.

   
   

7. Click Save As New. The SAVE VIEW pop-up is displayed. 
   
   
   Figure: SAVE VIEW pop-up page
   
   

8. Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.
   

   Note:

   On the SAVE VIEW pop-up page, the Analyst can also add or remove filter conditions, change Display Type, and Configure Columns.

   
   

9. Click Submit. A new View is created.
   
   
   
   

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Set as Default:

To Set Specific View as Default:

1. Search and select a View from the drop-down list.

2. Click Set As Default link to make it default view.
   
   
   
   

   Note:

   The selected view is set as Default.

   

   
   

Edit View

To Edit Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
   
   
   Figure: EDIT VIEW pop-up page
3. Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.

4. Click Submit.
   
   

   Note:

   • The filters of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). By clicking a specific field, the Analyst can view the values selected for that field.
     
     

   • Click  icon to remove specific filter condition. The list page reloads and shows records based on remaining filter conditions.
   • Click  (Reset) to reset the conditions to the initially configured condition for the selected view.
   • Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
   
   
   
   
3. Click Delete to delete the view.

Configure Columns

Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.

To personalize columns:

1. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.

   

   Figure: Configure Columns pop-up page
   
   

2. Select Display Type (Tile View or Tabular View).

3. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

4. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

5. Click SUBMIT. The list reloads to show the changes.
   
   

   Note:

   The following new columns are available in the Configure Columns pop-up page

   Page	New Columns
   Incident List Page	Description Service Window Actual Efforts
   Service Request List Page	Remaining SLA Time Subject Resolution Deadline Efforts Response SLA Resolution SAL
   Change Record List page	Change Requestor Change Initiator Assigned To Customer Updated Time Closure Code Tenant Urgency Approval Status