Feature released in SummitAI IT Service Management (Problem Management, Tahoe)

What's New?

Now, the Communication History feature is introduced in the Problem Management module similar in the Incident Management and Service Request Management modules. The Communication History captures all the interaction between the Analyst, Requestor, and other personas in one place.

Also, the Communication history captures system-generated e-mails, approvals related to the problem record, and e-mails sent via the "Send E-Mail" option.

How it Works?

To view the Communication History, perform the following steps:

Select Problem > User > Problem Record List. The Problem Record List page is displayed.
Click on Problem ID. The Problem Record Details page is displayed.
Click (COMMUNICATION HISTORY) icon on the ACTIONS panel. The COMMUNICATION HISTORY pop-up is displayed.

Figure: Problem Record Details page: COMMUNICATION HISTORY pop-up
By selecting a particular communication type check box, you can view the complete transaction (history).
Example: Select the Approval Information check box. Displays the approval details of the Problem Record such as who approved the PR, Approver Level, preview of remarks ( only around 50 characters) and time stamp.
Click icon to expand selected line item as shown above.

Note:

On the COMMUNICATION HISTORY pop-up, by default All check box is pre-selected. If All check box is selected, it won’t allow the user to select any other check boxes along with All.

Benefits

Provides flexibility to view the history of various communications in one place.
Provides option to search the required information.
Provides option to view category-wise communication history.
Provides option to sort the line items.

Communication History - Various Sections

Figure: COMMUNICSTION HISTORY pop-up

Section 1 - Problem Record Details

This section includes the Problem Record Details such as:

Problem ID
Requestor Name
Problem Record Logged Time

Section 2 - Filters

This section includes the various filter options such as:

ALL
User Communication
Private Log
Approval Information
System Generated E-Mails
Mails sent via Send E-Mail

Note:

Whenever the user opens the communication history, the All check box is pre-selected, and line items in section 4 (Content Display Area) are displayed in Collapsed.
Whenever the user opens the communication history, all line items in section 4 (Content Display Area) are displayed in Descending order (Newest to Oldest).

Section 3 - Actions

This section includes various actions such as:

Search Communication History textbox: You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, Approval Information, System Generated E-Mails, and Mails sent via "Send E-Mail") and display the communications which have these keywords.
Sort

(Ascending)- Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order.

(Descending)- Click this icon to view all the line items in section 4 (Content Display Area) in Descending order.
Expand All/Collapse All

(Expand All) icon - Click this icon to expand all the line items in section 4 (Content Display Area).

Note:

Click More to view the complete email as shown below.

(Collapse All) icon - Click this icon to collapse all the line items that are expanded in section 4 (Content Display Area).

Section 4 -Content Display Area

Attachments

To view attachments, click the Expand icon. Once the line items expanded, the Analyst can see the email Body and Attachments. Click the attachment name to view the attachment in new tab.