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Service Management

Business Rule Designer

Now, using the Business Rule Designer, the customers can create/configure their requirements by defining business rules that align with their business requirements directly using the front-end.

Microsoft Teams for Setting Up Conference Call

Microsoft Teams is one of the business communication application which provides a virtual environment for meetings. Also, it includes video and phone calls, electronic chat, screen sharing, recording, and so on.

Now, the Administrators can configure Microsoft Teams as a Conference Bridge and can set up Conference Calls for Major Incident, CAB Meeting, Remote Desktop Sharing, and Appointment Management.

Introduced User Communication and Private Log

Now, a new tab, COMMUNICATION is introduced in the Problem Management Module to update the communications for the Problem Records.

Update User Communication and Private Log by Sending E-Mail

Now, the users can update the User Communication and Private Log of a Problem Record by replying to the notification e-mail sent from the system. Based on the user (Requestor or Analyst or External User) the reply will be updated under the User Communication or Private Log section.

Attachments Delete Access for Requestors and Analysts

Now, the Administrators can provide access to the Requestors and Analysts to delete attachments in the COMMUNICATION tab of a Problem Record.

Introduced Communication History for Problem Management

Now, in the COMMUNICATION HISTORY pop-up, the Analyst can view the history of User Communication, Private Log, Approval Information, System Generated E-Mails, and Mails sent via Send E-Mail option.

View Custom Attributes in Notification E-Mails

Now, the Display in End User Email check box is added for all the controls on the FORM BUILDER page. Using this option, the Administrators can include any Catalog Custom Attributes in End User e-mail notification. To display the Catalog Custom Attributes details in the e-mail notifications, the Administrators need to insert the newly added Keyword *SERVICEREQUEST_DETAILS* into the User Communication template.

Rendering Charts through Web Browser

Now, due to end-of-life (EOL) of Adobe Flash Player, the rendering of the chart will be through web browser. 

• Ensure that Firefox or Chrome should be installed on the job server.
• Ensure that there should be a communication between job server and application server.
• Ensure that the installed web browser (Firefox or Chrome) on the job server should match with the web browser's (Firefox or Chrome) driver.

Following are the configuration keys :

• For SummitAI web application base URL

          <add key="FusionChartRenderBaseURL" value=xxx /> 

• For the installed browser (Firefox or Chrome) on the job server

         <add key="FusionChartRenderOn_IE_Chrome_Firefox" value="xxx" /> 

• For the web browser driver's path

          <add key="FusionChartRenderOn_Chrome_IE_Firefox_DriverPath" value="xxx" /> 

API Enhancements in Problem Management

The following APIs are enhanced and introduced in the Problem Management:

• PM_GetApproveProblemRecords (Enhanced)
• PM_ProblemRecordApproval (Enhanced)
• PM_GetProblemRecordDetails (Enhanced)
• PM_GetApprovalStatusSummaryCount (Introduced)

Configuration Screen Enhancements for SM Module

We have introduced IDs in the configuration screens for the Service Management module. The IDs are displayed in the List section. This helps to enhance the administration capabilities and enable the administrator to view the ID associated with every configuration.

Enhanced Availability Status Feature in IM and SR Module

Now, new Availability Status column and Historic Data button are introduced in the Analyst Workload pop-up window on the Incident/Service Request Details page. By using this you can see the list of all the analysts belongs to that Workgroup and their availability status in real time along with their ticket assignment and workload. 

Enhanced CMDB Module to customize Standard Tabs and Fields

Organization often requires the ability to view and update tabs and fields that are required as per the business requirements and scenarios. Now, for the Configuration Items mapped to a system defined standard classification, you can customize the tabs and fields of the standard tabs. The configuration capability for the Standard tabs provides great flexibility to the organizations to maintain data sets within the CMDB module.

IM and SR List Details APIs with Custom Attributes

The following APIs are provided to retrieve the IM and SR list details with custom attributes:

• IM_GetIncidentListwithDetails
• SR_GetServiceRequestListDetails 

Ability to Export or Import Service Catalog (Beta Release)
The scope of the existing export/import functionality is enhanced. Now, the administrator can export/import the Service Catalog configuration from one instance to another. For example, while exporting the Service Catalog configurations from the staging instance to production instance. This helps the customer to save their time by avoiding the redundant effort and maintain the consistency throughout the process.

Rich Text Bulletin Formatting for Bulletin Board widget
Now, under Bulletin Board widget of the Self Service Portal, the bulletins are displayed with applied rich text properties.

Tags
Tags are the labels that you can create and/or link with the records. Tags can be of various types such as visible to a single user (Myself), visible only to specific groups or users (Specific Workgroup), or visible to any user (global) of the configured Tenant. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner.

Improvements

Remap Change Request Approver Enhancements

Multiple new functionalities are added to the Remap Change Request Approvers feature as follows:

• On the CR APPROVER LIST page, the Administrator can view the Total Records (CRs) pending with a particular Approver.
• O the REMAP APPROVER - Approver Name page, the Administrator can filter the CRs based on the Tenant.

• On the REMAP APPROVER - Approver Name page the following columns are added.

  • Assigned Workgroup
  • Impact
• On the REMAP APPROVER - Approver Name page, a new filter field, Registration Date is added. Using this field, the Administrator can filter the CRs based on CR created date and time.

End User Dashboard Search Enhancements 2

Now, the records in the All tab are sorted based on the maximum number of occurrences of keywords entered. The record with the highest number of occurrences gets displayed at the top of the list. If two or more records have the same keyword match count, the records are displayed in an alphabetical order.

Export Problem Record User Communication and Private Log Details in PDF

Now, using the EXPORT TO PDF option, the user can export User Communication and Private Log details of a Problem Record. To display User Communication and Private Log details in the exported PDF, the Administrator should enable the User Communication and Private log section on the PDF CONTENT DESIGNER page.

API Changes

For the following APIs, new parameters are included in the API request and response. 

• PM_GetProblemRecordDetails
• PM_GetProblemRequestDetails
• PM_LogOrUpdatePR

Also, a new API (PM_GetSLADeadlineMatrix) is created to get the SLA Deadline Matrix such as: SLA Service Windows, RCA Deadline, SLA minutes, and Resolution Deadline.

Column Label Change on the Problem Record List and Approve Problem Records page

On the Problem Record List and Approve Problem Records page, the column label Problem ID is changed to Problem Record ID for consistency purposes.

UI Enhancements

SummitAI team is always working on improving the User Experience of the Application. As a part of that initiative, the following list pages are given a face lift to improve the look and feel of the Application:

• Incident List Page (Incident > User > Manage Incidents > Incident List)
• Service Request List Page (Request>User>Manage Service Requests> Service Request List)
• Change Record List Page (Change>User>Change Record List)
• Problem Record List Page (Problem>User>Problem Record List)
• Configuration Item List Page (CMDB > User > Configuration Item List)
• Services Page (CMDB > User > Services)

Incident Management Rule Enhancements

Now, the Administrators can link/tag the custom attributes in the form builder of Incident Management to Incident rules, and on the LOG INCIDENT PAGE, the Administrators can view the custom attributes tagged/linked to the specific rule. A new field, Attribute by Rule, is added on the LOG INCIDENT PAGE. By selecting the particular rule in the Attribute by Rule drop-down field, the Administrators can view the custom attributes tagged/linked to the specific rule along with other static attributes.

In addition, on the LOG INCIDENT PAGE, the Administrators can further enable/disable these rule-specific custom attributes to a specific customer. While logging an Incident, if the End User or Analyst uses the rule containing linked custom attributes, the tagged attributes populate automatically on the New Incident page.

Enhanced CMDB Global Search Logic

A logical change is done for CMDB global search in the backend. Earlier, the DN Table and Encrypted ID jobs were used for CMDB global search to fetch the CI data. Now, the CI data is fetched directly from the CMDB Master Table such as Incident and Service Request.

Furthermore, the IP Address column in search records has been reshuffled.

Enhanced User Experience Through Optimized Button placement (Asset Management)
In consistency with Incident and Service Request management modules and to reduce the turn-around time of operational work, now the SUBMIT,CANCEL,NEXT, and IMPORT buttons are moved at the bottom of the respective UI Screens.

Asset Usage Type Details on List Pages (Asset Management)
Now, a new criterion Asset Usage Type is added in the Search By drop-down list of the FILTERS pop-up. This criterion is displayed in the drop-down list for the Allocated assets only. Post selection of Asset Usage Type, select a attribute in the Search Value field to narrow down the records based on the usage type

Source of Entry and Discovery status of Assets (Asset Management)
Now, on the FIXED ASSET inventory page, the Initial Entry Source and Discovery Status columns are added newly. These newly columns enable the Analyst to quickly identify the method by which an Asset was added to the inventory and its Discovery status. 

Default Tenant selection (Asset Management)
Now, the Tenant selected on the first page of the application is retained throughout all the subsequent pages of one persona (Administration/Analyst). This enables the users to quickly perform the required course of action rather than spending time in selecting the Tenant each time. 

Limitation