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

What's New?

The Administrator can configure the conditions based on which Problem Records (PRs) can be created automatically by the application. On the AUTO CREATION SETTING page, the Administrator can now configure values for the Workgroup, Classification, Category, Priority, Source, and so on to set up a condition that will automatically trigger the application to create PRs.

Business Benefits

On the PROBLEM RECORD page, most of the fields are now pre-populated when a Problem Record is created through the Auto Creation Setting configuration. It reduces the Analyst effort in specifying field value. 

UI Change

UI changes are made on the following pages:

(1)  AUTO CREATION SETTING page

The AUTO CREATION SETTINGS is divided into the following three section:

• GENERAL
• CONDITION
• TARGET

Figure: AUTO CREATION SETTINGS page

(2)  AUTO CREATION SETTINGS LIST page

On the AUTO CREATION SETTINGS LIST page, the administrator can view the field value of the configuration without navigating to the detail page.

Figure: AUTO CREATION SETTINGS LIST page

(3)  FILTERS pop-up page

On the FILTERS pop-up page, the TARGET section is added. The Administrator can now filter the auto creation settings configuration based on new filter criteria.

Figure: FILTERS pop-up page

Configuration

The Administrator must configure the auto PR creation settings for a particular Tenant on the AUTO CREATION SETTINGS page (Problem > Configuration > Auto Creation Settings). For more information, see Configuring Auto Create Problem Records.