What is Auto-Resolution?

Auto-resolution of IT tickets eliminates Analyst's involvement in repetitive mundane tasks. The Analysts can focus on more complex tasks. SummitAI can automate some IT services tasks with well-defined steps. 

Following are the auto-resolution use cases:

  • Guest Wi-fi Access: End users can request for guest wi-fi access using CINDE. CINDE can understand the intent and trigger script for guest wi-fi access.
  • Shared Folder Access: End users can request for access to a shared folder using CINDE. CINDE can understand the intent and trigger script for granting access to the folder.
  • Software Installation: End users can request installation of software through CINDE. CINDE can understand the intent and trigger script for installing software on the user’s machine.
  • On-boarding of User: Analysts can run script for automatic on-boarding of a user.
  • Windows Service Restart: Analysts can run script for automatic restart of Windows Service.
  • Mailbox Creation: Analysts can run script for automatic creation of mailbox.

In Version 1.0 released for User Acceptance Testing on August 20, 2018, the scope for auto-resolution use cases is limited as mentioned in the following table:

Use CaseDescription

Guest Wi-Fi Access

Wi-Fi automation is enabled only for India – Bangalore in Version 1.0. It will be enabled for more locations in later versions.

Shared Folder access

Only 10 folders are enabled for UAT with one test file server in Version 1.0.

Software installation

For Version 1.0, only following software packages are enabled for testing:

  • Notepad++
  • Firefox

User On-boarding

User Creation happens on specific Test OU via ADMP in Version 1.0.

Service Restart

Service Restart is done over an email that is sent manually. This is not yet integrated with SCOM/Nagios in Version 1.0.

Mailbox Creation

Group mailbox is working via ADMP in Version 1.0.

Enabling License Validation for Scripts and Allocating Software License Information

On the ORCHESTRATION SCRIPT page, the Enable License Validation check box is added to enable License Validation for the scripts on the Runbook Automation.

  • On the Step 2 - Configure Actions tab of the ORCHESTRATION page (Admin > Advanced > Automation > Orchestration > Select the Orchestration from the list > Step 2 - Configure Actions), the License drop-down is added to validate license for the scripts. This drop-down appears when the Script Name is selected.
  • On the Step 3 - Auto Update tab on the ORCHESTRATION page (Admin > Advanced > Automation > Orchestration > Select the Orchestration from the list > Step 3 - Auto Update), the License Allocation drop-down is added to allocate licenses to the Assets.
  • If all the scripts are executed successfully on the target machine, a license is allocated to the Asset.

For more information about this feature, see Orchestration in SummitAI Service Management.