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

Problem Statement

Earlier, the latest attachment replaces the older one when a user uploads an attachment or file with the same name for the second time.

What's New?

Now, the Users (End User and Analyst) can upload an attachment with the same name for the second time or multiple times, and the application saves both the old and new attachments. 

This feature is implemented on the following pages of the Incident Management, Service Request Management, Change Management, and Problem Management modules:

Incident Management

• Incident ID page (Incident > User > My Incidents > Click an Incident ID)
  For more information, see Viewing and Updating My Incidents.
  
  
  Figure: Incident Details page (End User)
  
  

• Incident ID or Details page (Incident > User > Manage Incidents> Incident List > Click an Incident ID)
  For more information, see Viewing and Updating Incident Details.
  
  
  Figure: Incident Details page (Analyst)
  
  

• COMMUNICATION tab (Incident > User > Manage Incidents> Incident List > Click an Incident ID > Click COMMUNICATION tab)
   For more information, see Viewing and Updating Incident Details.
  
  
  Figure: Incident Details page - COMMUNICATION tab
  

  Note:

  Even if the user uploads an attachment with the same name for the second time using the Mail to Ticket functionality, the application saves both the old and new attachments.

  
  

Service Request Management

• Service Request ID page (Request > User > My Service Requests >Click an SR ID)
  For more information, see Viewing and Updating My Service Requests.
  
  
  Figure: Service Request ID or Details page (End User)
  
  

• SERVICE REQUEST DETAIL page (Request > User > Manage Service Requests> Service Request List > Click an SR ID)
  For more information, see Viewing and Updating Service Request Details.
  
  
  Figure: SERVICE REQUEST DETAIL page (Analyst)
  
  

• COMMUNICATION tab (Request > User > Manage Service Requests> Service Request List > Click an SR ID > Click COMMUNICATION tab) 
  For more information, see Viewing and Updating Service Request Details.
  
  
  Figure: SERVICE REQUEST DETAIL page - COMMUNICATION tab

Change Management

• CHANGE RECORD ID page (Change > User > Change Record List > Click the required CN NO)
  For more information, see Creating Change Records.
  
  
  Figure: CHANGE RECORD DETAILS page
  
  
  Figure: CHANGE RECORD DETAILS page - RISK tab
  
  
  Figure: CHANGE RECORD DETAILS page - TEST tab
  
  
  Figure: Test Details pop-up page
  
  
  Figure: CHANGE RECORD DETAILS page - RELEASE tab
  

Problem Management

• PROBLEM RECORD DETAILS page (Problem > User >Problem Record List > Click the required Problem ID)
  For more information, Creating Problem Records.
  
  
  Figure: PROBLEM RECORD DETAILS page