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Feature released in SummitAI IT Service Management (Denali SP1, Problem Management)

What's New?

Now, the Administrators can configure the SLA Violation Reasons for the RCA Violation or Resolution Violation. When the RCA Deadline or Resolution Deadline is violated on the PROBLEM RECORD page, the user can select configured RCA Violation Reason or Resolution Violation Reason. 

Business Benefits

• The user can select exact RCA Violation Reason or Resolution Violation Reason whenever the RCA Deadline or Resolution Deadline is violated instead of specifying it.
• The Analysts can filter Problem Records based on the RCA Violation Reason or Resolution Violation Reasons.

UI Change

UI changes are made on the following pages:

• Problem Management module

A new menu item, SLA Violation Reason is added under the Configuration section of the Problem Management module. For more information on SLA violation reason, see Configuration.

Figure: Problem module - New configuration

Figure: SLA VIOLATION REASON page


Figure: SLA VIOLATION REASON LIST page

• PROBLEM RECORD page

The RCA Violation Reason and Comment fields are enabled on the PROBLEM RECORD page when RCA Deadline violated. The user can now select RCA Violation Reason and specify the comments (if the Comment field is mandatory) when the Status of the Problem Record (PR) is changed to the RCA Submitted, RCA Approved, or RCA Reviewed after the RCA Deadline, based on the Deadline Criteria configuration. For more information on SLA violation reason, see Configuring SLA Violation Reason.

Also, the Resolution Violation Reason and Comment fields are enabled on the PROBLEM RECORD page when the Resolution Deadline violated. The user can select Resolution Violation Reason and specify the comments (if the Comment field is mandatory) when the PR is resolved after the configured Resolution Deadline. For more information on configuring deadline, see Configuring Deadlines.

Figure: PROBLEM RECORD page - RCA Violation Reason field

Figure: PROBLEM RECORD page - Resolution Violation Reason field

• CHANGE HISTORY pop-up page

The RCA Violation Reason, Resolution Violation Reason, RCA Violation Comment, and Resolution Violation Comment fields are populated on the CHANGE HISTORY pop-up page when the RCA Violation Reason, Resolution Violation Reason, and Comment fields are updated on the PROBLEM RECORD page.

Figure: CHANGE HISTORY pop-up page

• PROBLEM RECORD LIST page

The RCA Violation Reason and Resolution Violation Reason columns are displayed on PROBLEM RECORD LIST page when the RCA Violation Reason and Resolution Violation Reason columns are configured on the CONFIGURE COLUMN pop-up page. Now, the Analyst can view the RCA Violation Reason and Resolution Violation Reason for the particular PR without navigating to the PR details page.

Figure: PROBLEM RECORD LIST page

• FILTER pop-up page - PROBLEM RECORD LIST page

The RCA Violation Reason, Resolution Violation Reason, RCA Violation Comment, and Resolution Violation Comment fields are added on the FILTERS pop-up page. Now, the Administrator can also filter PRs based these criteria.

Figure: PROBLEM RECORD LIST - FILTERS pop-up page 

• CONFIGURE COLUMNS pop-up page

The RCA Violation Reason and Resolution Violation Reason column are added on the CONFIGURE COLUMN pop-up page. The Analysts can now configure the columns to display the RCA Violation Reason and Resolution Violation Reason values on the PROBLEM RECORD LIST page. 

Figure: CONFIGURE COLUMN pop-up page

Configuration

On the SLA VIOLATION REASON page (Problem > Configuration > SLA Violation Reason), the Administrator must configure the SLA Violation Reasons for a particular Tenant. For more information on SLA violation reason, see Configuring SLA Violation Reason.