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Easier Searching Capabilities with Type in and Search Drop-downs

Easier Searching Capabilities with Type in and Search Drop-downs

May 08, 2024

Read Complete Release Notes

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

What's New?

Now, the new Search Selection drop-down control allows the Analyst to type in and search from the list of options and select the required value. This saves the time of the Analysts from scrolling through a list of options and selecting the required option.

The new Search drop-down control is implemented for the following fields:

ModulePage NameTabs/SectionsFields
Incident ManagementINCIDENT LIST page (Incident > User > Manage Incidents >Incident List) FILTERS

Under the BASIC section:

  • Tenant
  • View

Under the ADVANCED section:

  • User Type
  • SLA Type
  • SLA

For more information, see Viewing and Updating My Workgroup Incidents.

FILTERS pop-up page - BASIC section
Figure: FILTERS pop-up page - BASIC section

 FILTERS pop-up page - ADVANCED section
Figure: FILTERS pop-up page - ADVANCED section

Incident ID or Details page (Incident > User > Manage Incidents > Incident List > Click an Incident ID) GENERAL
  • Urgency
  • Impact
  • Priority
  • Pending Reason (This field is displayed when an Incident is moved from In-Progress to Pending status.)

For more information, see Viewing and Updating Incident Details.

Incident ID page - GENERAL tab
Figure: Incident ID page - GENERAL tab

VENDOR INFORMATION
  • Urgency
  • Impact
  • Priority
  • Status

For more information, see Viewing and Updating Incident Details.

Incident ID page - VENDOR INFORMATION tab
Figure: Incident ID page - VENDOR INFORMATION tab

Service Request ManagementSERVICE REQUEST LIST page (Request > User > Manage Service Requests >Service Request List)FILTERS

Under the BASIC section:

  • Tenant
  • View

Under the ADVANCED section:

  • User Type
  • SLA Type
  • SLA

For more information, see Viewing and Updating My Workgroup Service Requests.

FILTERS pop-up page - BASIC section
Figure: FILTERS pop-up page - BASIC section

FILTERS pop-up page - ADVANCED section
Figure: FILTERS pop-up page - ADVANCED section

SERVICE REQUEST DETAIL page (Request > User > Manage Service Requests >Service Request List > Click an SR ID)GENERAL
  • Urgency
  • Impact
  • Priority
  • Pending Reason (This field is displayed when an Incident is moved from In-Progress to Pending status.)
  • Service Window

For more information, see Viewing and Updating Service Request Details.

SERVICE REQUEST DETAIL page - GENERAL tab
Figure: SERVICE REQUEST DETAIL page - GENERAL tab

VENDOR INFORMATION
  • Urgency
  • Impact
  • Priority
  • Status
  • Underpinning Contract

For more information, see  Viewing and Updating Service Request Details.

SERVICE REQUEST DETAIL page - VENDOR INFORMATION tab
Figure: SERVICE REQUEST DETAIL page - VENDOR INFORMATION tab

Change ManagementCHANGE RECORD LIST page (Change > User > Change Record List)FILTERS

On the FILTERS pop-up page:

  • Tenant

  • View

For more information, see Viewing List of Change Records.

FILTERS pop-up page
Figure: FILTERS pop-up page

CHANGE RECORD ID or Details page (Change > User > Change Record List > Click CR NO)





Left Panel
  • Status
  • Category
  • Change Type

For more information, see Creating Change Records.

GENERAL
  • Urgency
  • Impact
  • Priority
  • Risk
  • Is Downtime Required?
  • Cost
  • Communication Plan Required?
  • e-CAB Approval Required (This field is displayed when the Change Type is selected as Emergency.)

For more information, see Creating Change Records.

CHANGE RECORD ID page
Figure: CHANGE RECORD ID page

RISK
  • Back-out Plan Tested

For more information, see Creating Change Records.

TEST
  • by/Owner
  • Test Status

For more information, see Creating Change Records.

CHANGE RECORD ID page - TEST tab
Figure: CHANGE RECORD ID page - TEST tab

REQUIREMENTS
  • Resource Type
  • Status

For more information, see Creating Change Records.

CHANGE RECORD ID page - REQUIREMENTS tabFigure: CHANGE Figure: RECORD ID page - REQUIREMENTS tab

RELEASE
  • Release Workgroup
  • Release Analyst

For more information, see Creating Change Records.

CHANGE RECORD ID page - RELEASE tab
Figure: CHANGE RECORD ID page - RELEASE tab

IMPLEMENTATION
  • Is the Change Implemented or Rolled Back?
  • CI Update Required?

For more information, see Creating Change Records.

CHANGE RECORD ID page - IMPLEMENTATION tab
Figure: CHANGE RECORD ID page - IMPLEMENTATION tab

Problem ManagementPROBLEM RECORD LIST page (Problem > User >Problem Record List)FILTERS

On the FILTERS pop-up page:

  • Tenant

For more information, see Viewing List of Problem Records.

FILTERS pop-up page
Figure: FILTERS pop-up page