Feature released in SummitAI Service Management (Denali)

What's New?

Location Hierarchy

The Administrators can configure multiple levels of Locations in a parent-child hierarchy as per the organization’s requirement and specific to a Domain using Common Masters. For more information about Common Masters, see Common Masters.

Example

Let's consider India, South, Karnataka, and Bangalore as Location values. In this case, on the COMMON MASTER TYPE page configure Master Type and Parent as shown in the following table.

Sl. No	Master Value	Parent
1.	Country	NA
2.	Zone	Country
3.	State	Zone
4.	Location	State

For information about COMMON MASTER TYPE page, see Configuring Common Master Types.

On the COMMON MASTERS page, select the Master Type and provide values as shown in the following table.

Master Type	Value
Country	India
Zone	South
State	Karnataka
Location	Bangalore

For information about COMMON MASTERS page, see Configuring Common Masters.

Location hierarchy

Note:

The Location values imported using IMPORT COMMON MASTER option (Admin > Basic >Infrastructure > Common Masters > Common Master Configuration> Click IMPORT COMMON MASTER on the ACTIONS panel) are stored in the ADM_LOCATION_MASTER table. For more information about importing Common Master Values, see Configuring Common Masters.

UI Changes

On the COMMON MASTER TYPE page (Admin > Basic >Infrastructure > Common Masters > Common Master Type > Click ADD NEW on the ACTIONS panel), new fields, Specific to Domain? check box are added. For more information about how to configure Common Master Types, see Configuring Common Master Types.

COMMON MASTER TYPE page
Figure: COMMON MASTER TYPE page

The values for each of the Common Master Types can be configured on the COMMON MASTERS page (Admin > Basic >Infrastructure > Common Masters > Common Master Configuration > Click ADD NEW on the ACTIONS panel). For more information about how to configure Common Master Values, see Configuring Common Masters.

Note:

If the Specific to Domain? check box is selected, the previously configured values are not displayed.
Configure the Synchronize Location Master job on the CUSTOM SCHEDULER page (Admin > Basic > Infrastructure > Custom Scheduler) to automate the location data synchronization between the common master and ADM_LOCATION_MASTER table.

Enhanced Location Search Control

A new functionality is implemented to improve the search ability of the Location field. Based on the Location Hierarchy and the number of Locations, the search ability of the Location field changes to provide the best user experience. The Location search control is displayed as as a single search, drop-down, or multi-search control.

If the Location Hierarchy does not exist, and the Location Count is <1000, the drop-down Location control is displayed.
If the Location Hierarchy does not exist, and the Location Count is >1000, the single search Location control is displayed.
If the Location Hierarchy exists, the single search Location control is displayed.

How it Works?

Based on the Location Hierarchy and Location Count, the Location search control on the following pages appears as a single search, drop-down or multi-search control:

Page Name	Location Hierarchy Exists	Location Count	Existing Control Type	New Control Type	Search Type
New Incident For User	No	<=1000	Single Search	Drop-down	Only Leaf Node
	No	>1000	Single Search	Single Search	Only Leaf Node
	Yes	Not Applicable	Single Search	Single Search	Only Leaf Node
NEW USER /USER ID or DETAILS	No	<=1000	Single Search	Drop-down	Only Leaf Node
	No	>1000	Single Search	Single Search	Only Leaf Node
	Yes	Not Applicable	Single Search	Single Search	Only Leaf Node
USER LIST (FILTERS)	No	<=1000	Single Search	Multi-search	All Nodes
	No	>1000	Single Search	Multi-search	All Nodes
	Yes	Not Applicable	Single Search	Multi-search	All Nodes
INCIDENT LIST (FILTERS)	No	<=1000	Single Search	Multi-search	All Nodes
	No	>1000	Single Search	Multi-search	All Nodes
	Yes	Not Applicable	Single Search	Multi-search	All Nodes
SERVICE REQUEST LIST (FILTERS)	No	<=1000	Single Search	Multi-search	All Nodes
	No	>1000	Single Search	Multi-search	All Nodes
	Yes	Not Applicable	Single Search	Multi-search	All Nodes
ROLE TEMPLATE - OTHER CONFIGURATION	No	<=1000	Multi-Select	Multi-search	Only Leaf Node
	No	>1000	Multi-Select	Multi-search	Only Leaf Node
	Yes	Not Applicable	Multi-Select	Multi-search	Only Leaf Node
INCIDENT SLA TREND REPORT	No	<=1000	Multi-Select	Multi-search	All Nodes
	No	>1000	Multi-Select	Multi-search	All Nodes
	Yes	Not Applicable	Multi-Select	Multi-search	All Nodes

UI Changes

The newly implemented Location search field is introduced on the following pages:

New Incident For User page (Incident > User > Manage Incidents > New Incident For User). For more information, see Logging Incidents for Users.

Figure: New Incident For User

NEW USER or USER ID (DETAILS) page (Admin > Basic >Users > User List > Click ADD NEW on the ACTIONS panel or Click on the User ID).

NEW USER page
Figure: NEW USER page

The INCIDENT MANAGEMENT section of ACCESS tab (Admin > Basic > Users > User List > Click ADD NEW on the ACTIONS panel > Click ACCESS tab > Select the Login Type as From Login, NT Login ID, and API Key). For more information, see Adding Users and Viewing User List.

NEW USER page: ACCESS tab
Figure: NEW USER or USER ID (DETAILS) page: ACCESS tab

The ROLE TEMPLATE - OTHER CONFIGURATION page (Admin > Basic >Users > Role Template > Click ADD OTHER CONFIGURATION on the ACTIONS panel). For more information, see Role Template Other Configuration.

ROLE TEMPLATE - OTHER CONFIGURATION page
Figure: ROLE TEMPLATE - OTHER CONFIGURATION page

The INCIDENT SLA TREND - Tenant page (Reports > Select Module as Incident Management > Select Incident SLA Trend report from REPORTS drop-down list > Click Filters on the ACTIONS panel).

INCIDENT SLA TREND - Tenant page
Figure: INCIDENT SLA TREND - Tenant page

By default, the Location and Caller Location search control on the following pages will be multi-search.

USER LIST page (Admin >Basic >Users >User List > Click Filters on the ACTIONS panel)
See Screenshot

Figure: USER LIST page: FILTERS pop-up page
INCIDENT LIST page (Incident > User > Manage Incidents > Incident List > Click Filters on the ACTIONS panel)
SERVICE REQUEST LIST page (Request > User > Manage Service Requests > Service Request List > Click Filters on the ACTIONS panel)
See Screenshot

Figure: INCIDENT LIST or SERVICE REQUEST LIST page: FILTERS pop-up page: ADVANCED tab