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

What's New?

Now, a new configuration page Deadline Configuration is added for the Problem Management module. This lets Administrator configure RCA Deadline and Resolution Deadline on the DEADLINE CONFIGURATION page (Problem > Configuration > Deadline Configuration). For more information on Configuring Deadlines for Problem Records, see Configuring Deadlines.

Figure: DEADLINE CONFIGURATION page

Figure: DEADLINE CONFIGURATION LIST page

UI Change

The Analyst can filter PRs based on Pending Reason criteria on the PROBLEM RECORD LIST page (Problem > User > Problem Record List). Also, when PR Status is changed from RCA Reviewed to Pending, a new field Pending Reason is populated where the Analysts can select the applicable pending reason for the PR.

Figure: PROBLEM RECORD page


Figure: FILTERS pop-up page

Figure: CONFIGURE COLUMNS pop-up page

Configuration

The Administrator can configure the Pending Reasons for a particular Tenant on the PENDING REASON page (Problem > Configuration > Pending Reason). For more information on Pending Reason Configuration, see Configuring Pending Reason and Approving Problem Records and Root Cause Analysis.