Service Management

Risk Analysis for Problem Records

Now, the Administrator can configure the level of risk, and the Analysts can specify these risks for the Problem Records (PR). This help Analysts to take necessary measures based on the risk defined for the PR.

SLA Violation Reason Configuration for Problem Management Module

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. 

Updating Pending Status for the Problem Records

Now, the Administrator can configure pending reasons for the particular Tenant. The Analysts can change the Status of the PR from RCA Reviewed to Pending and specify the Pending Reason when additional information or response is required from the RCA Reviewer for further investigation of the PR. 

Service Window Configuration for Problem Management Module

The Administrators can now configure the Service Window on the SLA SERVICE WINDOW page of the Incident Management module.

Problem Record Page Enhancement

Now, a few new fields are added on the NEW PROBLEM RECORD page, PROBLEM RECORD DETAILS page, and FILTERS pop-up page. It helps in evaluating risk, managing SLA, RCA deadline, and Resolution deadline correctly for the problem record.

Problem Ticket Detail Page Enhancement

Now, the Analysts can also view the additional details such as Risk, Service Window, RCA Deadline, and Resolution Deadline details along with other details

Linking or De-Linking CIs and Retrieving CI Relationship Using APIs

The following new APIs are added for the CMDB module:

• Linking CI Relations
• De-Linking CI Relations
• Retrieving CI Relationship

Linking Services on CI RELATIONS Tab

Now, you can link Services on the CI ID page. A new option Service is available under the CI RELATIONS tab of the CI ID page. Services that are linked on the CI ID page display the CIs under the GENERAL tab of the respective Service on the Services page.

Added IP Address Field and Column in CMDB

To track the CIs and Services, IP Address details are added as follows:

• As field on the CI tile.
• As a column under the Services page.

Deadline Configuration for the Problem Management Module

Now, the Administrator can configure the RCA Deadline or Resolution Deadline for a combination of the Tenant, Workgroups, Categories, Risks, Priorities, and Problem Record Type (Proactive or Reactive) on the DEADLINE CONFIGURATION page. The configured RCA and Resolution Deadlines are applied for a PR based on the selected Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type while logging, or updating the PR.

Improved Auto Creation Settings for Problem Record

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.

Export Incident and Service Request Details in PDF

Now, the Analysts can export section-wise Incident and Service Request details into a PDF. On the PDF CONTENT DESIGNER page, the Administrator can configure section-wise attributes that need to export to PDF.

Hybrid Remote Desktop Sharing 

Now, the Administrators can configure both Basic Remote Desktop Sharing and Advanced Remote Desktop Sharing options, and the Analysts can choose between the Basic or Advanced Remote Desktop Sharing on their choice.

Improved Search Experience 

Now, the end-user dashboard search experience enhanced with a robust search logic that enables the end-users to find the most relevant search suggestions. Also, now the Search system supports industry-standard operators such as Double Quotes, AND, OR, NOT, etc.

The users can search for a combination of keywords using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results for their keyword searches.

Domain-Specific Common Master Values

Now, the Administrators can configure domain-specific Common Master Values. If configured, based on the Tenant's domain, the values are displayed on the Drop-down, Multivalued (MV) Drop-down, and Radio Button controls.

Evaluation for Service Requests

Now, the Evaluation feature introduced for the Service Request module. The Administrators can enable the Evaluation feature on the TENANT page. Also, the Administrators can configure Evaluators on the EVALUATOR page. 

The configured Evaluators can create evaluation tasks and assigns them to Analysts. The Analysts work on the assigned tasks based on various criteria and update their evaluation remarks

Asset Management

Search Asset Filter for Non-Fixed Assets

Now, the user can specify the filter criteria on the SEARCH ASSET pop-up page to search for specific Non-Fixed Assets and save time.

View Non-Fixed Asset Details on User Action Report Page

Now, the User can filter the list of Non-Fixed Asset details based on the Asset Type. Users can select the required option from the Asset Type drop-down list on the FILTERS pop-up page.

Editable Location Info of Reconciled Assets

Now, upon the rejection of reconciled Assets due to an incorrect location on the ASSET RECONCILIATION page, the user can update the Floor and Cubicle details under the Location Info tab of the MY ASSET LIST page. Accordingly, the Administrator can view the modified location details on the RECONCILIATION ASSET REPORT page. 

Notifying Users on Bulk Asset Allocation

Now, E-mail notifications are triggered to the respective users to whom the Assets are allocated during the Bulk allocation process. This applies to Fixed Assets and Non-Fixed Assets (Consumables and Accessories).

Agent Online Status Report Enhancements

Now, the Administrator can view both the user details of the Allocated Asset and the recently logged in user of the Asset. Additionally, the user can filter the report based on user types.

Proxy Configuration Enhancements

Now, the Master Proxy is provided to download the patches from the centralized location (Cloud Server). This enables the child proxies to download the required patches from the configured Master Proxy of that region. To do this, the Administrator can configure Master Proxy for different regions (North, South, East, and West).

Request Type for Fixed and Non-Fixed Asset Allocation

Now, the Analyst can select the Request Type along with Request ID while allocating a Fixed or Non-Fixed Asset (Consumable, Accessories, and Software) to a user. This allows the Analyst to specify the Request ID without a prefix (SR/IM/WO). 

Invalid MAC Address Exclusion List

Now, the user can add an invalid MAC Address to the exclusion list on the  INVALID SERIAL NUMBER/MAC ADDRESS pop-up page.  

More Control Process while Allocating or Deallocating Licenses

Analysts can narrow down the search of Licenses by excluding expired licenses on the ALLOCATE/DEALLOCATE LICENSE list page. By default, the revised list displays only the available licenses for the allocation process.

E-mail Parser For Asset Allocation

Now, using the E-mail parser feature, the user can also accept or reject the allocated Assets without logging into the application.

Configurable Request ID Linking at Tenant Level

Now, the Request ID linking on the Asset Allocation page is configurable at the Tenant level. After selecting the Restrict Request ID For Asset Allocation check box on the APPLICATION SETTING BY TENANT page, the Incident ID, SR ID, and Work Order ID associated with the selected Tenant are linked to the Assets on the ASSET ALLOCATION page.

Asset Integration Naming for Tenant

Now, the Administrator can configure multiple integrations for the same Tenant instead of configuring one integration method for a Tenant (For a Tenant, data discovered either using SCCM or Lansweeper is posted into the SummitAI database).

IT Operations Management 

Monitoring Parameters for SQL, Oracle, and HPE 3PAR Storage

New advanced monitoring parameters are added to monitor SQL Server, Oracle Server, and HPE3PAR Storage. The Parameter grouping helps in better organization and improves searching ability.

AWS CloudWatch Integration

Now, you can integrate the AWS CloudWatch Dashboards with the SummitAI. This integration displays the AWS CloudWatch dashboards directly on the SummitAI Application and also logs Incidents for all alerts that are coming through the SNS of AWS.

Platform

Common Master and User Master APIs

The following new APIs are added for the Common Master and User Master:

• Creating or Updating the Common Master
• Creating or Updating the User Master

Broadcasting

The Broadcast feature is available to send announcements to a large number of audiences through an SMS or an E-mail. Using this feature, you can schedule and auto-send all planned activities or announcements to the audience.

Tenant Based Self Service Portal

A new Tenant Based Self Service Portal is available to the End Users, where the dashboards are available as tabs based on the Tenants and the Theme configuration. Using these tabs, the End User can switch between the Dashboards of different Tenants and interact with the dashboard based on the business requirements.

Enhanced Search on the End User Dashboard

Now, the End Users have a new search experience on the Self Service Portal. End Users get the categorized search results based on the modules while searching the record details in the Search field. By default, the search records display under the All tab.

Integration and Creation of Advanced Reports Using Exago

Now, you can integrate with Exago reporting tool to create new detailed BI Reports, Reports Summary, and Reports with Charts. Using this integration the users can create Reports with ease and interact with the Reports without having knowledge on data structure.