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

What's New?

The Analyst can create the Problem Records (PRs) based on the analysis of the common Incidents logged by the End Users or review of the monthly reports of the Incidents. Now, a few new fields are added on the NEW PROBLEM RECORD page, PROBLEM RECORD DETAILS page, and FILTERS pop-up page. Also, the ACTIONS panel UI is enhanced on the NEW PROBLEM RECORD page, PROBLEM RECORD DETAILS page to maintain consistency with Incident Details and Service Request Details page.

Business Benefits:

When values are specified in the the new fields, it helps in evaluating risk, managing SLA, RCA deadline, and Resolution deadline correctly for the problem record.

UI Change

UI changes are made on the following pages:

 (1) NEW PROBLEM RECORD page

The following new fields and enhancement are added on the NEW PROBLEM RECORD page.

• Risk (see Configuring Risk)
• Service Window (see Configuring SLA Service Windows)
• SLA Deadline section (see Configuring Deadlines)

  • RCA Deadline
    (a) RCA Actual time

  • Resolution Deadline
    (a) Resolution Actual time 

Figure: NEW PROBLEM RECORD page

 (2) PROBLEM RECORD DETAILS page

The following new fields and enhancement are added on the NEW PROBLEM RECORD page.

• Risk (see Configuring Risk)
• Service Window (see Configuring SLA Service Windows)

• Pending Reason (see Configuring Pending Reasons)
  

  Note:

  • On the PROBLEM RECORD page, a new status Pending is added in the Status field.
  • The new field Pending Reason is populated when PR Status is Pending on the PROBLEM RECORD page.
• SLA Deadline section (see Configuring Deadlines)
  

  • RCA Deadline
    (a) RCA Actual time
    (b) RCA Violation Reason and Comment. 
    

    Note:

    RCA Violation Reason and Comment fields are populated when RCA Deadline is violated. 

  • Resolution Deadline
    (a) Resolution Actual time
    (b) Resolution Violation Reason and Comment. 
    

    Note:

    Resolution Violation Reason and Comment fields are populated when Resolution Deadline is violated. 

    
    

Figure: PROBLEM RECORD DETAILS page

 (3) FILTERS pop-up page

The following new field are added on the FILTERS pop-up page of the PROBLEM RECORD LIST page. Now, the Analyst can filter Problem Records based on new filter criteria.

• Risk
• RCA Deadline Violated
• RCA Violation Reason
• Service Window
• Pending Reason
• Resolution Deadline Violated
• Resolution Violation Reason

Figure: FILTER pop-up page -  PROBLEM RECORD LIST page