Read Complete Release Notes

Feature released in SummitAI Service Management (Incident Management and Service Request Management, Alps)

What's New?

The following Escalation Level Wise DN tables are added in the Incident Management and Service Request Management modules for Manual and Auto Escalation.

Incident Management

IM_RPT_DN_Auto_Escalated_ETR
IM_RPT_DN_Auto_Escalated_Pending
IM_RPT_DN_Auto_Escalated_ReAssignments
IM_RPT_DN_Auto_Escalated_Resolution
IM_RPT_DN_Auto_Escalated_Response
IM_RPT_DN_Manual_Escalated

Service Request Management

SR_RPT_DN_Auto_Escalated_Pending
SR_RPT_DN_Auto_Escalated_PendingApproval
SR_RPT_DN_Auto_Escalated_ReAssignments
SR_RPT_DN_Auto_Escalated_Resolution
SR_RPT_DN_Auto_Escalated_Response
SR_RPT_DN_Manual_Escalated

Known Issue

The following fields will not be available in IM_RPT_DN_TicketMaster DN table and IM_RPT_DN_TicketMaster_Vw DN view from Alps release.

Please de-link these fields from all BI Reports and custom views whereever these are used. Else, it may cause business impact due to BI Report failure.

Color Code
Device Host Name
IP Address
MAC Address
Model No
Purchase Order No
Serial No
Warranty
Workorder Name
No Of Days
No Of Hours
No Of Minutes

Users may expect a delay in execution completion of DN upgrade, due to update happening on all existing records of standardization columns value.

The following standardized column values are about to update which are added for BI (Alps).

[Assigned Workgroup ID]
[Customer ID]
[Location ID]
[Tenant ID]