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Feature released in SummitAI Service Management (Denali SP1, Incident Management, Service Request Management, Knowledge Management, Service Catalog Management, Problem Management, and Platform)

What's New?

Now, the Administrators can configure domain-specific Common Master Values. If configured, based on the Tenant's domain, the values are displayed on the Drop-down, Multivalued (MV) Drop-down, and Radio Button controls.

Note:

To configure domain-specific Common Master Values, while adding a Common Master Type on the COMMON MASTER TYPE page (Admin > Basic > Infrastructure > Common Masters >Common Master Type > Click ADD NEW on the ACTIONS panel ), the Administrators must select the Specific to Domain? check box. For more information about the fields on the COMMON MASTER TYPE page, see Configuring Common Master Types.

Figure: COMMON MASTER TYPE page

Note:

The custom fields (Drop-down, Multivalued (MV) Drop-down, and Radio Button) that are mapped with the data source of the Common Master, display the domain-specific values for the following modules:

Incident Management
Service Request Management
Work Order
Service Catalog Management
Knowledge Management
User
Problem Management

For more information, see Configuring Custom Fields for Incident Management, Configuring Custom Fields for Service Request Management, Creating Service Catalogs, Configuring Custom Fields For Knowledge Management, Configuring Custom Fields for Problem Management, and Configuring Custom Fields for Users.

Configuration

Configuring Common Master Configuration

The Administrator can configure the domain-specific Common Master Values for a particular Common Master Type on the COMMON MASTERS page (Admin > Basic > Infrastructure > Common Masters > Common Master Configuration > Click ADD NEW on the ACTIONS panel). For more information, see Configuring Common Masters.

Figure: COMMON MASTERS Page

Figure: COMMON MASTERS Page - FILTERS pop-up page

Figure: COMMON MASTERS LIST page

Figure: COMMON MASTERS Page - FILTERS pop-up page

Figure: COMMON MASTERS LIST page

How it Works?

Scenario: On the NEW PROBLEM RECORD page, the custom field (Location) should display the values in the Location drop-down based on the domain of the selected TENANT.

Let's consider there are two Domains (Domain A and Domain B) and two Tenants (Information Technology and Human Resources).

Consider User Information Technology belongs to Domain A.

Consider User Human Resource belongs to Domain B.

Domain	Tenant
Domain A	Information Technology
Domain B	Human Resources

Also, consider a Common Master Type (Ex: Location) configured by selecting Specific to Domain? checkbox.

In this case, perform the following steps:

Step 1: The Administrator configures the domain-specific Common Master Values for Domain A and Domain B as shown in the below table (Refer above screenshots).

Domain	Location Values
Domain A	Austin
	New York
	Washington
Domain B	Dallas
	Houston
	Los Angeles

Step 2: Configure Custom fields For Problem Management to use Common Master Types as data source.

In the Problem Management module for Drop-down, MV Drop-down, and Radio Button controls, the user can use the Common Master as a data source.

Add a new Custom field (Label Name: Location) using drop-down control and use Common Master as a data source. For more information, see Configuring Custom Fields for Problem Management.

Step-3: Create a Problem Record

To create new Problem Records:

Select Problem > User > New Problem Record. The NEW PROBLEM RECORD page is displayed.
On the NEW PROBLEM RECORD page, select Tenant as Information Technology, the Location drop-down displays the values based on the Tenant's domain.

Figure: NEW PROBLEM RECORD page - Tenant: Information Technology
On the NEW PROBLEM RECORD page, select Tenant as Human Resources, the Location drop-down displays the values based on the Tenant's domain.

Figure: NEW PROBLEM RECORD page - Tenant: Human Resources