Improvements in Incident and Service Request list pages and Global Search
Feature released in SummitAI IT Service Management (Denali SP1, Incident, Service Request, Change Record, Platform)
What's New?
New Summary Icon
The existing Summary icon is replaced with a new 
Summary icon on the INCIDENT LIST page and SERVICE REQUEST LIST page, see screenshots. For more information, see Viewing and Updating My Workgroup Incidents and Viewing and Updating My Workgroup Service Requests.
Figure: INCIDENT LIST page
Figure: SERVICE REQUEST LIST page
Summary Icon for Incident, Request and Change Modules in Global Search
Now, in the Global Search, the Analyst can view the Summary icon in the Incident ID, SR No, and CR ID columns while searching for an Incident, Service Request, and Change Record.
Click the Summary icon to view the summary of the Incident, Service Request, and Change Record. For more information, see Global Search.
Note:
- The Analysts can search and view the Incidents and Service Requests of other Workgroups in the Global Search, if the View Other Workgroup Incidents and View Other Workgroup SRs check boxes are selected on the TENANT page. To view Incident or Service Request details, click the respective summary icon.
- For End Users, the Summary icon is not displayed in the Incident ID and SR No columns.
- End Users and Analysts can view the Summary icon in the CR ID column.
Figure: Global Search
Figure: INCIDENT SUMMARY pop-up page
Figure: Global Search
Figure: SERVICE REQUEST SUMMARY pop-up page
Figure: Global Search
Figure: CHANGE RECORD SUMMARY pop-up page
More Hyperlink is added in the Symptom and Description columns
In the Symptom column of the INCIDENT LIST page and Description column of the SERVICE REQUEST LIST page, More hyperlink is added. Click More hyperlink to view the Symptom and Description of the Incident, and Subject and Description of the Service Request. For more information, see Viewing and Updating My Workgroup Incidents and Viewing and Updating My Workgroup Service Requests.
Figure: INCIDENT LIST page
Figure: INCIDENT pop-up page
Figure: SERVICE REQUEST LIST page
Figure: SERVICE REQUEST pop-up page
Note:
Now, the maximum length for the following fields is increased to 2000 characters:
- Allow Domain (Navigation: Admin > Advanced > Notifications > Notification Parser > Select the Tenant > Click ADD NEW on the ACTIONS panel)
- Restricted E-mail IDs (Navigation: Admin > Advanced > Notifications > Notification Parser > Select the Tenant > Click ADD NEW on the ACTIONS panel)
Invalid E-mail ID (Navigation: Admin > Advanced > Notifications > Mailbox > Select the Tenant and Server Type > Click SUBMIT > Click ADD NEW on the ACTIONS panel)
Figure: NOTIFICATION PARSER page
Figure: MAILBOX page