This page provides summary of major features that SummitAI provides from the release 5.7 onwards.
Denali
Service Management
Dynamic Approvals for the Change Record Approval Workflow
Now, the Administrators can configure a new Approver type called Dynamic Approver in the Change Record Approval Workflow. In the Dynamic Approval process, the Approvers are assigned dynamically to the dynamic approval levels from the Custom Tables based on the values provided by the users on the NEW CHANGE RECORD page.
Bulk Update of Incidents or Service Requests for Other Workgroups
Bulk Update of Incidents and Service Requests helps Analyst to save effort and time for repetitive configuration update. Earlier, the Analysts could perform a Bulk Update for Incidents and SRs for the Workgroups they had access to. Now, the Analysts can also do a Bulk Update of Incidents and Service Requests of other Workgroups to which they do not have access.
Better Work Allocation With Analyst's Availability Status
In the previous versions of the Application, while assigning Analysts to Incidents or Service Requests, it could not be checked if the Analyst is available or working in the current Shift.
Viewing Problem Records from Other Workgroups
Earlier, Analysts could only view the Problem Records of the Workgroups to which they had Analyst access. Now, the Analysts can also view the Problem Records of other Workgroups to which they do not have Analyst access.
The Autofill control helps users to automatically search and suggest the option(s) based on the specified keyword. It is useful when the number of records is more in the drop-down list (such as, Common Master, Customer Master, etc.) and user has to scroll the long list to select the required value. It also helps in optimizing the Application performance.
New Incident for User Page While Converting a Call to an Incident
When a Call Record is identified as an Incident or Service Request by the Analyst, the Call Record is auto-closed, and the Analyst is navigated to log an Incident or Service Request. Now, the Analyst can navigate to the Log New Incident for User page directly and fill in all the required details. This helps the Analysts in easy navigation and quick data entry without navigating through multiple pages.
Checklists for Incident and Service Request Work Orders
Now, the Administrators can configure the Checklists for Incident Work Orders and Service Request Work Orders. Checklists help to ensure that all the required activities are performed in order to resolve a Work Order. These Work Orders are created for Incidents and Service Requests. This, hence, allows a more granular-level checks for resolving Work Orders.
Weekly Consolidated E-mail Notification to SR Approver
Earlier, daily e-mail notifications were sent to the SR Approver for SR approval. Now, a weekly consolidated e-mail notification is sent to the individual SR Approvers for SR approval. Following are the three options that are generally available for each SR to the SR Approver:
- APPROVE
- REJECT
- REFER BACK TO REQUESTOR
Change Caller for Call Records
The Analysts can now change the Caller details for a Call Record. Notifications are sent to the new Caller only if there are any subsequent changes.
Example: If the Caller Type or Status is changed, notifications are sent to the new Caller.
Manually Closing Incidents and SRs Overriding Auto-Closure Configurations
The Analysts can now choose to manually close the Incidents and Service Requests, which are configured for auto-closure. This provides more options and flexibility to the Analysts to close the Incidents and Service Requests.
Asset Management
Software Non-Compliance Alerts When Software Installation Exceeds Threshold
E-mail notifications are now triggered to the configured recipients when the installation percentage of a Software exceeds the configured Threshold values.
Viewing Updated Asset Details (Updated via Excel) and More Controlled Process
Now, the Asset details that are updated via Microsoft Excel are moved to Staging first before moving them to Asset Inventory after verifying the details. The updated Asset details can be viewed using the Application interface.
IT Operations Management
Circuit ID Details and Common Device View
Following new features are added:
- Circuit ID Details for Network Devices and Network Links
- Common Device View
Restricting Multiple Incidents for Similar Events or Alerts
The Event Correlator is enhanced where instead of creating multiple Incidents for the similar Events or Alerts, a single Incident is created based on the configured Event Processing Rules.
Oracle RAC and PostgreSQL Monitoring Parameters for Servers
New Monitoring Parameters are added for the Wintel Servers.
Platform
Earlier, the Administrator needs to create a new template every time to import the User details. Now, the Administrator can easily import the user details with the help of the template available in the SummitAI Application. A new icon, DOWNLOAD USER IMPORT TEMPLATE is added on the ACTIONS panel of the EXCEL IMPORT page. The template can be downloaded by clicking the DOWNLOAD USER IMPORT TEMPLATE icon.
Dynamic Data Masking (DDM) is a new feature that limits sensitive data exposure by masking it to non-privileged users. It can be used to greatly simplify the design and coding of security in an application.
Earlier, the SummitAI application was offering Language Translation options where it was using Google or Microsoft translations. This release onward, Google or Microsoft translation options are no more available. Instead, a more flexible Language Translation feature is available where the organizations can choose the Language Translator they want to use and integrate it with the SummitAI application. Using the Language icon available on the Quick Actions Bar of the SummitAI application, the users can continue to use the Language Translation option.
Orchestration (Beta Release)
SummitAI Advanced Orchestration Application [Beta]
From the Denali version onward, the SummitAI Orchestration will be available as a separate module with the following advancements:
- SummitAI Orchestration Architecture
- Orchestration Admin Console and Designer
- Orchestration Decision Engine
Denali SP1
Service Management
Risk Analysis for Problem Records
Earlier, there was no option to capture risks in the Problem Management module. As a result, the Analysts were not able to assess the risk associated with Problem Records (PR). Now, the Administrator can configure the level of risk, and the Analysts can specify these risks for the Problem Records (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.
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. The Service Window, which is configured as Considers for Problem Management, are populated in the Service Window drop-down list on the DEADLINE CONFIGURATION page of the Problem Management module.
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 Configuration Item ID page. A new option Service is available under the CI RELATIONS tab of the Configuration Item ID page. Services that are linked on the Configuration Item ID page display the CIs under the GENERAL tab of the respective Service on the Services page.
Deadline Configuration for the Problem Management Module
Earlier, there was no Deadline configuration in Problem Management. As a result, the users were able to specify different SLAs for the same type of Problem Records (PRs). 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.
Export Incident and Service Request Details in PDF
Using this option, the Analysts can export Incident and Service Request details to a PDF file.
Earlier, the Summit Application allows the Administrators to choose either Basic Remote Desktop Sharing or Advanced Remote Desktop Sharing. If the Advanced Remote Desktop Sharing is enabled, the users are not able to use Basic Remote Desktop Sharing and vice versa. This does not provide flexibility for the Customers who want both Basic and Advanced Remote Desktop Sharing. Now, the Administrators can enable both Basic Remote Desktop Sharing and Advanced Remote Desktop Sharing options and the Analysts can choose between the Basic or Advanced Remote Desktop Sharing.
Now, the End User Dashboard search experience is 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.
Asset Management
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.
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).
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). The specified Request ID is then linked to the selected Request Type. The Request Type field and the options populated in its drop-down list are available based on the configuration of the ASSET APPLICATION SETTINGS page.
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.
MAC Address stands for Media Access Control. It is a hardware identification number that uniquely identifies each device on a network. While discovering machine details, if the discovered MAC Address value matches the string listed on the INVALID SERIAL NUMBER/MAC ADDRESS pop-up page, the application ignores MAC Address as a unique identifier.
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. Expired licenses denote consumed, zero quantity licenses, and license less than zero counts. By default, the revised list displays only the available licenses for the allocation process.
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. The Request IDs of other Tenants are not linked and shown as invalid.
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). The specified Integration Name is used as a reference to easily identify and distinguish the Integration types that are configured for a Tenant.
E-mail Parser For Asset Allocation
Earlier, the user would accept or reject the allocated Asset by clicking the Accept or Reject icon on the MY ASSET LIST page. Now, using the E-mail parser feature, the user can also accept or reject the allocated Assets without logging into the application. E-mail Parsing helps in screening E-mails in bulk. Based on the predefined rules, the E-mail parser fetches the specific E-mails.
IT Operations Management
Monitoring Parameters for SQL, Oracle, and HPE 3PAR Storage
Additional monitoring parameters are added to monitor SQL Server and Oracle Server. Also, new monitoring parameters are added to monitor the HPE3PAR Storage. The Parameter grouping helps in better organization and improves searching ability.
Now, you can integrate AWS CloudWatch with the SummitAI application. Using this integration, the Administrator can view the performance of services that are monitored in AWS CloudWatch on the SummitAI Application under the Reports page. Also, Incidents are logged in the SummitAI application for the configured Alarms on the AWS CloudWatch.
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
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. Based on the urgency of the message to the audiences, you can schedule a planned activity or send it immediately.
Tenant Based Self Service Portal
Now 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.
The enhanced search feature works in such a way that the users can select the available Knowledge Base, Incident, or Request records while searching in the Search field.
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.
Sierra
SummitAI for ITSM
Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. Now, the Administrators can map the SummitAI/Customer Catalogs with the Golden Catalogs. This helps the Administrators to manage and maintain the Catalogs of various CategoriesThese Golden Catalogs are used to map with the Customer Catalogs. Using this, CINDE displays the top three Catalogs based on the mapping between the Customer Catalogs and the Golden Catalogs. Golden Catalogs are used where Customer Catalogs can be mapped.
Service Management
Use Custom Table Data in Autofill Control
Now, the Administrators can create separate Custom tables in Web Services to store the custom values that should be displayed in the Autofill control. In the Autofill control, a new data source option, Custom Table is added in the Options drop-down list. By selecting this option, the Administrators can view the tables created in Web Services and can configure the Custom table dynamic column as a data source. Using the Autofill control, the Administrators can also create parent-child relationships using the custom data of the Custom tables.
Dynamic Approvals for Service Catalogs
Many of the times, we cannot achieve business objectives with a Static Approval process. We have specific conditions where the record needs to be routed to different Approvers based on factors, such as Region, Country, or with some other criteria. In such a case, we need to set up one Static Approval process for each such condition. Now, Dynamic Approval processes can be configured for Service Catalogs. In Dynamic Approval process, the Approvers are assigned dynamically to the record from the Custom Tables based on the values provided by the users on the Service Catalog.
Auto-Rejection/Approval of Change Requests
The Change Requests can now get auto-rejected or approved if they are pending for any action for a configured period of time. A notification e-mail is sent to the Change Requester accordingly. This helps in clearing the queue for the long pending Change Requests.
Customize Feedback Message for Resolved Incidents and SRs
The Administrators can now customize the message to be displayed to the End Users to provide feedback for the resolved Incidents and Service Requests. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incidents/SRs and when the End User tries to log a new Incident or SR. The Administrators can now customize the Feedback message text as per the organization's requirements. A new text box, Customized Feedback Message, is added on the FEEDBACK CONFIGURATION page for Incidents and Service Requests.
New Child Incident List and Child Service Request List Pop-ups
Now, the users can view the list of Child Incidents and Child Service Requests on a new pop-up by clicking the 
icon on the INCIDENT LIST page and SERVICE REQUEST LIST page.
SummitAI team is always working on improving the User Experience of the Application. As a part of that initiative, the following pages are given a face lift to improve the look and feel of the Application:
- New Service Request page and the related Catalog page
- My Cart Items page
- Survey page
- My Entitlements page
- Approve Service Requests page
- USER DELEGATION page
- Approve Service Request Detail page
Asset Management
E-mail Notifications For Contract Expiry
The Administrators can configure E-mail Notifications to send contract expiry notifications to the End Users. This helps users to renew their contracts before it expires.
Displaying Non-Fixed Asset Details
Earlier, the history of all the Accessories allocated to an Asset were displayed for Fixed Assets. Now, all the details about all the Non-Fixed Assets (Accessories/Consumable/Software) allocated to an Asset are also displayed.
A new Asset Code phrase, *SequenceIDIncrementalByCategoryMakeEntity*, is added on the ASSET CODE CONFIGURATION pop-up page. If this is selected, the Asset Code is created with the combination of Category, Make, and Entity. If any of the combination is new or different, the Asset Code sequence begins again. And, if the Asset Code is the same combination, it continues with the same sequence.
New Report: SOFTWARE LICENSE COMPLIANCE BY LOCATION
A new report, Software License Compliance By Location is added. In this report, the users can view the License Purchase, Usage, In Stock, and Status details of selected Tenant based on the location.
IT Operations Management
Monitoring Virtual Machines of ESXi Servers Using vCenter Protocol
Now, the vCenter protocol is used to monitor the Virtual Machines of ESXi Servers. To monitor the Virtual Machines (VMs) installed on the ESXi Servers, the Administrators should install the vCenter Server on the SummitAI Proxy Server. You can monitor the parameters, such as CPU and Memory Utilization, Disk, Services using Windows PowerShell commands.
Additional Proxy Server or URL for Agent-Based Monitoring
A Secondary Proxy Service URL is also available along with the Primary Proxy Service URL for monitoring. Using this, the Agent sends data to the Secondary Proxy Service URL in case the Primary Proxy Service URL is not reachable.
Platform
The users can add their own HTML codes (in addition to JS and CSS) and can save the codes into the database. This option is available for all the pages of the Application (if enabled). Using this new feature, the fields displayed on the pages can be customized as per the organization's requirements.
Configuring and Mapping Golden Catalogs
Golden Catalogs are the master catalogs used as a Catalog Management System to manage all the Catalogs in the SummitAI application. Now, the Administrators can map the SummitAI/Customer Catalogs with the Golden Catalogs. This helps the Administrators to manage and maintain the Catalogs of various Categories.
SummitAI Application Access Using API Key
The Administrators can provide access to SummitAI application the users using the API Key. The users can log into the Application through Web Services using the configured API key. On the NEW USER page, a new option Login Type as API Key is added. Two new fields, API Key and API Key Expiry are added.
Work Order Search Option in Global Search and Global Search Optimization
The users can also search for Work Orders using Global Search (Click the icon in the Quick Action Bar). A new check box, Workorder, is added.
Session Timeout for SummitAI Application
The Session Timeout for the SummitAI application is set to 20 minutes. Any configuration changes made in the web.config file will not be considered.
Sierra SP1
SummitAI for ITSM
CINDE can now transfer conversations to an Analyst in instances where either CINDE is unable to provide correct solution to the End User's queries or if the End User wants the conversation to be transferred to an Analyst. This improves customer satisfaction, where the user queries are transferred directly with all the conversation history to a live Analyst, providing quicker solutions to the users.
Knowledge Management Enhancements for CINDE
The following Knowledge Management enhancements are done for CINDE:
- Self-Help Knowledge Articles
Now, the users (Analysts and End Users with the Knowledge Record Author access) can configure a Knowledge Record as Self-Help Article while creating a new Knowledge Record. This helps CINDE while fetching the Knowledge Records based on End Users' queries and displays the Self-Help article only. This helps the End Users to resolve their queries by themselves. - Helpful or Not Helpful Feedback
Now, the End Users can provide feedback by using the icons Helpful and Not Helpful for a Knowledge Record displayed by CINDE in response to the End User's query. This helps CINDE to identify the most helpful Knowledge Record and display it on top of the list when a user is looking for a similar intent. It also helps CINDE to get trained and improves its accuracy to fetch the KRs.
Spell Check and UI Enhancements for CINDE
The following enhancements are made for CINDE:
- Spell Check
- UI Enhancements
Service Management
E-mail Notifications
Various improvements are made related to the e-mail notifications sent to the users or Approvers for Incidents and Service Requests as follows:
- Service Requester Remarks in E-mail Notifications
- Refer Back SRs from SR Approval E-mail Notifications
- More Relevant Information in SR Approval E-mail Notifications
- Update Details in Incident and SR Update E-mail Notifications
Asset Management
Multiple new functionalities are added to Contract Management as follows:
- Category-Role Mapping and Category-Alert Configurations
- Save Draft Option for Contracts
- Additional Columns and Grouping of Columns for Contract Details
- Maintaining Various Versions of Contracts
- Multiple SPOCs For Contract Expiry Notifications
- New Website URL Custom Field for Contract Management
- Control View or Edit Access to Contracts
IT Operations Management
The SummitAI Event Correlator is used to identify the few Alerts or Events that should be analyzed for raising Incidents from a pool of large number of Alerts and Events that are triggered in a Monitoring tool. SummitAI Event Correlator connects with any Monitoring tool (For Example: SolarWinds, Nagios) and collects all the Alerts and Events. These collected Alerts and Events are sent for processing and for logging Incidents with the respective Workgroup and Priority.
Paging Space Monitoring Parameter
A new Monitoring Parameter, Paging Space, is added under Non-Wintel Parameters to monitor the paging space of the Servers.
Platform
OTP for Master Reset and Master Unlock
While performing Master Reset and Master Unlock for users, an additional layer of security is added with OTPs. OTPs are generated and sent to the users' registered mobile numbers, which the users need to enter when an Admin is performing Master Password Reset or Master Account Unlock using the SummitAI Password Management module.
WebEx Option to Set Up Conference Calls
Most of the users are comfortable using WebEx or Twilio to set up Conference Calls. Now, the WebEx option is added in addition to Twilio, allowing the users to use WebEx to set up Conference Calls for Major Incident discussions and resolutions. Whenever a Major Incident is created, a notification is triggered to the configured recipients to join the Conference Call. The recipients join the Conference Call and work together to resolve the Major Incident on a fast track. WebEx provides on-call support for Major Incidents using a secured channel. A new option, WebEx, is added on the CONFERENCE CALL – TWILIO page.
Front-end Configuration for Advanced Remote Desktop Sharing
A new front-end configuration is added in the SummitAI application, where, the Administrators can configure Advanced Remote Desktop Sharing option for both On-Premise and On Cloud SummitAI installations. Earlier, the Advanced Remote Desktop Sharing feature was available only for the On-Premise instances. The Administrators had to make the configurations from the backend. Now, the configurations are available on the front-end with options available for both On-Premise and On Cloud.
The Administrators can now upload Holiday lists in bulk using Microsoft Excel import and save time. This is especially very time-saving for organizations spanned across multiple locations following different holidays.
Alps
SummitAI for ITSM
CINDE – Conversational Interface and Decisioning Engine – is a Conversational Virtual Agent. The End Users can interact with CINDE to quickly log Incidents or create Service Requests (SRs). CINDE can also help users edit or check the status of existing Incidents or SRs.
Users can interact with CINDE via a chat interface using conversational English. CINDE uses sophisticated Artificial Intelligence (AI), Machine Learning and Natural Language Processing (NLP) technologies to understand the user’s query and determines the best course of action, executes the action, and responds back to the user.
Service Desk Intelligence Catch Dispatch
Catch & Dispatch is the SummitAI for ITSM capability to automate Categorization and Classification of all Incidents and Service Requests making the Analyst’s job faster and simpler.
The Analysts can view and apply the AI suggestions by clicking the CINDE icon on the ACTIONS panel of the Incident/Service Request details page. A pop-up page is displayed with suggestions.
Auto-resolution of IT tickets eliminates Analysts’ involvement in repetitive mundane tasks. The Analysts can focus on more complex tasks. SummitAI for ITSM can automate some IT service tasks with well-defined steps.
Configured CINDE with Knowledge Base Articles
Now, CINDE displays a set of related KB articles to help the users resolve the issue before logging any Incident. This helps in quick and easy resolution of issues and reduces the number Incidents logged by the End Users. If the KB articles cannot resolve the issue, the user can continue to create an Incident to log the issue.
CINDE Displays Frequently Asked Questions
Now, CINDE displays the Frequently Asked Questions to the End User. This helps the End Users to get prompted with the most probable issues, which they can select and find a solution before logging any Incident. This helps in quick and easy resolution of issues and reduces the number Incidents logged by the End Users. With this, the users can ask CINDE for information and get answers in a conversational way. The Frequently Asked Questions (FAQs) output is specific to the respective organization based on the data input provided to CINDE.
Multi-Channel Support for CINDE
Previously, CINDE was only available in the SummitAI application to interact with the users and raise Incidents and Service Requests.
Now, CINDE is also available on Web chat, Microsoft Teams, Skype for Business, Slack and Jabber as a contact for the configured users. With this, the users can log Incidents or raise Service Requests directly from Web chat, Microsoft Teams, Skype for Business, Slack and Jabber without logging into the SummitAI application.
CINDE Supports JavaScript Validations
Now, CINDE supports the JavaScript validations that are configured for Catalogs in the SummitAI application. Using JavaScript support, the fields of the Catalog can be enabled, disabled, and pre-filled. Based on the data provided in the text fields, the validation messages are pop-up in the SummitAI application. The same concept is applied in the CINDE in a conversational way.
Service Management
New Executive Dashboards can be now added for the Senior Management, which can be customized as per the user requirements.
On the EXECUTIVE DASHBOARD page users can view various reports related to Incident Management, Service Request Management, and Change Management modules. Additional 80+ reports are added under Advanced Reports, which can be added under the various tabs of the EXECUTIVE DASHBOARD page.
Edit Access for KB Approvers and Publishers
Earlier, Knowledge Base (KB) Approvers and Publishers could not edit the Knowledge Records (KRs) and only Authors could make changes to the KRs. If any change was required in a KR, the Approver or Publisher had to refer back the KR to the Author. After the Author made the changes to the KR, it used to follow the regular approval cycle, which used to increase the overall time taken to publish the KRs. Only the published KRs are available to the End Users and Analysts. Due to this, many of the KRs were stuck in the approval cycles.
Orchestration previously called as Runbook Automation is now available as a licensed plug-in with SummitAI Service Management module. It was earlier available as part of the SummitAI Service Management module. From Alps release onwards, additional licenses are required by the users to use the Orchestration module.
Creating Information Service Catalogs
The Administrators can now create Information Service Catalogs. In this Service Catalog, only a rich text box is provided. No Workflow needs to be defined for the Information Service Catalogs. This is useful where the users request for information instead of a service or product. On the FORM BUILDER page, a new field, Purpose is added. Select the Information Item to create an Information Service Catalog.
Search Knowledge Records KRs and View More Relevant KRs Related to Incidents
Earlier, the Analysts could view only the linked Knowledge Records to the Incidents. However, they could not search for Incidents on the KNOWLEDGE BASE pop-up page.
The KNOWLEDGE BASE pop-up page is now modified, and the following new sections are added:
- LOOKING FOR AN ANSWER: The Symptom of the Incident is automatically picked up and search for the Knowledge Records.
- KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident. This helps in easy search of more relevant KRs and using them for resolving the Incidents.
Improved Knowledge Record Search Results
Earlier, when an End User or Analyst searched for Knowledge Records using associated word(s) in the LOOKING FOR AN ANSWER text area, the word was searched in the Keywords, Question, and Answer fields of the Knowledge Records and ordered based on 'most viewed' on top of the list.
Now, the following search priority order is followed to search the associated word(s):
- Search from the Keywords field of Knowledge Records
- Search from the Question field of Knowledge Records
- Search from the Answer field of Knowledge Records
View/Update Incidents of Other Users Who Belong to Selected Customer and/or Location
The End Users can now view, cancel, escalate, edit, and update the Additional Information section of the Incidents, which are logged by other users who belong to different Customer and/or location. Earlier, the End Users could only view their own incidents and the Incidents logged by other users who are mapped to the same Customer(s) to which the user is mapped.
Notifying Source and/or Target Workgroup Owner(s) On Changing Workgroup and/or Analyst
The source and/or target Workgroup Owner are now notified when an Incident/SR is reassigned to another Workgroup and/or Analyst. This helps the Workgroup Owners to take immediate action on the reassigned Incidents/SRs.
Exporting CI Relationship Data to Microsoft Excel Sheet
The Analysts can now export the CI relationship data displayed on the RELATIONSHIP pop-up page of the CONFIGURATION ITEM ID page using the Export to Excel icon.
Incident Escalation Based on Time When E-mail is Sent from Analyst to End User
Now, the Administrators can configure additional Incident escalation based on the time of an e-mail that is sent from an Analyst to an End User.
Custom Fields in Problem Management Module
Now, the Administrators can add Custom Fields in the Problem Management module. On the FROM BUILDER page, the available custom controls are Group, Text/ Text Area, Checkbox, Drop-down, Date, Number, E-mail, File, Price, Website, User, Radio Button, and Multivalued drop-down. In addition to the standard fields, the Administrators can add the required custom controls under the GENERAL and ADDITIONAL INFORMATION tabs of the NEW PROBLEM RECORD page.
New Keywords for Incidents and Service Requests (SRs)
Following new Keywords are added for Incidents and SRs. These are now available to the End Users, which can be added in the Templates for receiving notifications.
- Contact Number
- Country
- City
- Address
- Zip Code
- User Level
- Alternate Email IDs
Allow Analysts to Edit Symptom and Description of Incidents and Service Requests (SRs)
Now, the Analysts can modify the Symptom and Description of the Incidents. Similarly, the Analysts can modify the Description of the Service Requests. The changes made by the Analysts are validated, captured in the Change History, and reflected on the End User pages.
Preventing Duplication of Incidents
For the following combination of Incident Details that is Caller, Category, and Custom Attribute, if an Incident is already logged, the application prevents you from creating Incidents with the same combination of Incident Details (Caller, Category, and Custom Attribute).
Asset Management
Requesting Multiple Software Using Single Service Request
End Users can request for Software using the Service Request Form, all the requested Software are deployed on the End User's Asset through Orchestration. The Software License stock is validated and allocated during the installation process. This is achieved through the NEW SERVICE REQUEST page.
Search Assets By Host Name in Global Search
The users can now search for Assets in Global Search using the Host Name of the Assets. This improves the searchability of Assets.
Time Zone Configuration for Asset Location and Store
A Time Zone is a geographical region on the globe specified for varying local business hours. The Administrators can now configure the Time Zone for Asset Locations and Stores. Under the DETAILS section of the LOCATION AND STORE page, the Administrators can now select the Time Zone. Right-click any Location and click CONFIGURE. Set the values on the LOCATION DETAILS pop-up page.
Quick and Easy Contract Configuration
Adding a new Contract in SummitAI Asset application is now made easy. On the CONTRACT MANAGEMENT page, the users can click the Configure icon and directly navigate to the configuration screen to configure the drop-down values. Similarly, the Configure icons are added on the AGREEMENT DETAIL page. This saves time and effort in navigating to multiple pages for the various configurations.
Ability to Update the Asset(s) Referred Back by Checker
Now, the Maker can update the details of the Asset(s) Referred Back by the Checker. These Referred Back Assets are displayed under the newly added Referred Back column on the FIXED ASSET page. On clicking the count value under the Referred Back column, the Checker is navigated to the FIXED ASSET page. The Maker can select the Asset(s) that are Referred Back by the Checker and update the required details.
Easy Asset Tracking with Source Store Information While Moving Assets
Now, while moving Asset(s) from one Store to another Store, the source Store information of the Asset(s) is also displayed in addition to the destination Store. This helps in easy tracking of Assets. On the FIXED ASSET, SEARCH ASSET, and ASSET TRANSACTION DETAILS REPORT pages, a new column, Previous Store is added to display the source location of the respective Asset(s).
Now, while adding and/or updating the Asset(s), the Administrators and Analysts can provide the Asset Cost within the limit set by the Administrators.
Platform
The General Data Protection Regulation (GDPR) is a regulation in EU law on data protection and privacy for all individuals within the European Union (EU) and the European Economic Area (EEA) to give users more control over their personal data. SummitAI Application is Now GDPR-Compliant.
The SummitAI application complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users to view their personal data. After the user acceptance, the personal data will be stored in the SummitAI application in an encrypted form. The following fields are considered as personal data, encrypted, and stored: Joining Date, E-mail ID, Login ID, Country, Address, Contact Number, Mobile Number, State, City, Pin, and Role. If any of these fields are blank, data for the blank fields will not be encrypted and stored.
Customize Fields Using Scripting
With new Scripting option available on few of the pages of the SummitAI application, the Administrators can now write their own Java Script and CSS codes to customize the fields available on the pages.
Multi-Language E-mail Templates
The e-mail notification templates can be now configured in various languages. If configured in the application, the e-mails are sent in the language that is preferred by the recipient.
Bulk User Import from Azure Active Directory
Now, in addition to Microsoft On-Premise and Google, the Administrators can bulk import the user details from Azure Active Directories as well. On the AD IMPORT page, under the User Directory drop-down field, a new drop-down value Azure is added using which the Administrators can bulk import the user details from Azure Active Directories to the SummitAI database.
Domain-Based SSO Configuration
Now, the Forms, SAML, OAuth, and Proxy authentications can be configured for a specific Domain. On the SSO CONFIGURATION page, a new field, Domain is added using which the Administrators can configure the domain-based Forms, SAML, OAuth, or Proxy authentications. Also, a new FILTERS pop-up page with Domain filter option is added on the SSO CONFIGURATION list page.
Adding New Users With OAuth and SAML Authentication Types
Now, a new user is created if a user who is not a part of SummitAI database tries to log in to the SummitAI application. The configured Time Zone and Role Template are assigned to the newly created user.
Improved Look and Feel of Application Header
The look and feel of the SummitAI application header are improved for better user experience. A new drop-down list is added under the profile picture. The newly added drop-down contains the values, such as Edit Profile, Switch User, Switch Role and Logout.
Procurement
Procurement Details on End User Service Request Details Page
The End Users can now view Procurement details related to the Service Request they have raised. This helps them to check the status of the Service Request, which requires procurement of products.
IT Operations Management
SNMP Traps Monitoring Parameter
A new monitoring parameter, SNMP Traps, is added to send the trap messages from the SNMP enabled Network Devices or Servers to the trap receiver. Based on the rules configured in the EVENT PROCESSING page, the traps received from the Network Devices or Servers are processed in the trap receiver and the central collector. The processed traps are created as Events and based on the criticality of the Events and co-related with the existed monitoring parameter, an Incident is created to resolve the cause of the Event.
Alps SP1
Service Management
Now, the users can specify the name of Cc recipients for Service Requests. These Cc recipients are notified when an SR is raised or updated for the selected Service Catalog.
Now, the users can copy the KB URL using an icon aligned next to the URL name. After the user clicks the copy icon, it changes to another icon that indicates the URL is copied. This enhancement is done on the following pages:
- On the KNOWLEDGE DASHBOARD page, under the KB DETAILS pop-up
- On the USER DASHBOARD page, under the KB DETAILS pop-up
- On NEW INCIDENT page, that is enabled with the Knowledge articles.
Improved Look and Feel of End User Pages
Now, the look and feel of the Service and Incident Management End User pages of the SummitAI application is improved. This improvement is done on the following pages of the application:
- NEW INCIDENT page
- INCIDENT ID page
- My Issues page
- NEW SERVICE REQUEST page
- SERVICE REQUEST ID page
- My Issues page
Time Stamp for CI Maintenance Activities
Now, on the From Date and To Date calendar pop-up of the CMDB SCHEDULE MAINTENANCE page, the Administrators can also specify the From Time and To Time to schedule the maintenance of a CI. Earlier, the Administrators could only specify the From Date and To Date values. This avoids CI maintenance activities to run for an entire day.
Asset Management
Role Template-Based Access to Perform View/Edit Action on Assets
Now, the users can edit and/or view the Assets based on the Edit and/or View access configured on the ROLE TEMPLATE - MENU CONFIGURATION page for the selected Tenant and status. If two Role Templates are mapped to the user with the Edit and View access, respectively, the Edit access precedes View access.
Summary View for Consumable, Accessories, and Software
Now, the Summary details is available for the Consumable, Accessories, and Software. The Analysts can view the summary of the Assets for the selected Tenant in terms of Category and Store, instead of filtering the Assets on the FILTERS pop-up page with each Category, Store, and Status. The summary view also displays the sum of the quantities associated to the Assets for each Category and the individual count of Allocated, In-Store, and Inactive Assets for all the Categories of the selected Tenant.
Allocate Accessories in Bulk to Users
In the Allocation Type drop-down list, an additional value, Allocate to User, is added on the BULK ASSET ALLOCATION page for Accessories. The Analysts can now allocate Accessories in bulk to a user. On the BULK ASSET ALLOCATION page, under GENERAL tab, select Allocate to User from the Allocation Type drop-down list.
Creating Incidents for Rejected Assets
Now, the Administrators can use the Scripting functionality to raise an Incident for the rejected Assets.
Platform
The Administrators can now define the Password Policy for a Domain.
- Set the minimum password length
- Set if passwords should contain numbers, special characters, upper case, or lower case characters
- Set the password expiry period
- Set the notifications to be sent to the user before password expiry
- Set the number of retries allowed to enter incorrect password
- And, much more.
When users try to log into the SummitAI Web Application account using multiple devices, or two different browsers, or two different tabs (including incognito mode), a DUPLICATE LOGIN pop-up window with a message "Your last logged in session is still active. Click CONTINUE to log out of the previous session and to continue with this device.” is displayed.
IT Operations Management
Now, if the Administrators remove the hard drives of servers, deactivate a server, network device, printer, or URL, the open Events/Incidents related to these devices are moved to Completed/Resolved status. Whenever the Administrators restore the hard drives, reactivate the device, server, printer, or an URL, an Event/Incident is raised, only if the violation comes to normal state and violates again.
5.7
Service Management
Multi-Tenancy with Domain Separation for MSPs
Now, in MSPs (Managed Services Providers), it will be possible to completely isolate the data of individual customers by using the concept of Domain. A Domain is created for each customer and the data of the customer is isolated within the Domain. The Users, Customers (Departments), Locations, and Vendor details of one Domain are not accessible to another. This is achieved by mapping the Role Template details of a Domain to a user.
The following attributes are now Domain-specific:
- Location
- Customer (Department)
- Designation
- User Level
- Vendor
- Tenant
Logging, Updating, or Checking Incident Status Through Mobile SMS
Users can now log or update Incidents or check the Incident status using SMS feature from their registered mobile numbers. The Administrators should configure the following to activate this feature.
Asset Management
ServiceNow Integration
The ServiceNow Domain details can now be configured and mapped to the SUMMIT application so that the Asset related data can be exchanged between ServiceNow and SUMMIT.
Third Party Tool Integration for Data Normalization
SUMMIT has integrated an external tool to normalize the discovery data of hardware and software information. SUMMIT aggregates and normalizes the raw data from more than 40 different data sources to normalize data and create a single version of accurate and relevant information. Data enriched with market intelligence provides clean, accurate, and relevant data to drive effective initiatives.
Runbook Scripts for Assets Linked to Service Requests (SRs)/Incidents
The Administrators can now configure Runbook Scripts, which should get executed on the Target Assets when User Assets are linked to Service Requests (SRs)/Incidents.
General
Switching Users
The users can now switch to another user after they log into the SUMMIT application based on the access provided by the Administrators. For example, user A (Impersonating User) can log into the application as user B (Impersonated User). If the access is provided to any user by the Administrator, the user can sign in as another user by selecting Sign In As in the Quick Action bar.
Domain-Specific Configurations For Implementing Multi-Tenancy
A new page, DOMAIN, is added using which the Administrators can configure Domains. An organization’s name is generally configured as the Domain name. In a Single-tenant scenario, a Domain is selected by default and is not displayed to the users.
The following pages are now Domain-specific:
- Tenant
- Role Template
- User List
- Customer List
- AD Import
- Vendor List
- Common Masters (For "Location" Master Type)
- Excel Import
Switching Tenants
A new quick action icon, SWITCH TENANT is added using which the users can switch between multiple Tenants. This is applicable only if the user has access to more than one Tenant.
Export/Import Configurations
The Administrators can now export the selected master data configurations to XML or JSON files. The exported files can be imported so that they can be reused in the SUMMIT application. This avoids the need to do the same configurations and saves time and effort required in SUMMIT configuration and implementation processes.
Concurrent License Limit Configuration
Now, the Administrators can configure the concurrent license limit so that the license limit can be applied to Domains, Tenants, and Workgroups (Edition-wise).
License Expiry Notifications to Customers
If the SUMMIT License is about to expire, the Application triggers e-mail notification about license expiry to the licensed user as well as the Administrator (as per the Role Template).
Availability Management
New Features to Manage Azure (Cloud Management)
A new feature, Cloud Management is added using which users can manage their Azure subscriptions. Azure subscriptions from Azure portal can be added to the SUMMIT application. Users can create and manage new Virtual Machine Templates and Virtual Machines.
5.7 SP1
Service Management
Additional Approval Level in Release Record Life Cycle
- Configuring Additional Approver
A new page, ADDITIONAL APPROVER is added to configure an Additional Approver for a Tenant. The Release Record(s) created under that Tenant will have Additional Approver stage in the Release Record workflow. If an Additional Approver is configured in the flow, the Release Record(s) will be directed to the Approver after it is Authorized. Only one Additional Approver can be configured for a Tenant. For the selected Tenant, the existing Approver configuration will be overridden with the new Approver configuration. This is an optional configuration. - Approving Release Records
A member, who is configured as an Approver by the Administrator on the ADDITIONAL APPROVER page has the privilege to Approve, Not Approve, or put the Release Record On Hold. A new page, APPROVE RELEASE RECORD is added. This page lists all the Release Records that are Approved/Authorized, Pending for Approval/Authorization, and On Hold. A configured Approver or Workgroup Owner can take any action on the Release Record using this page.
New tab under APPROVALS Menu
Now, a new tab, PENDING APPROVAL RELEASE RECORDS is added under the APPROVALS menu of the Quick Action Bar. The newly added tab displays the total number of the Release Records that are Pending for Approval of the logged in user. The logged in user can expand and click the respective release record ID to take an appropriate action.
Making Technician Selectable Approver as Mandatory for the Selected Status
Now, the Technician Selectable Approver can be made mandatory for a particular status of Service Request. After the selected Approver takes an action on the Service Request, the status is updated from Pending for Approval to the previous status. To enable this feature, the Technician Selectable approver should be configured in the respective Service Request approval workflow.
ETR Section on NEW INCIDENT FOR USER page
The ETR section is added on the NEW INCIDENT FOR USER page using which an Analyst can specify the Estimated Time to Resolve (ETR) an Incident along with Remarks. Upon ETR update, e-mail notifications are sent to the respective End User and/or Workgroup Owner as per the ETR NOTIFICATION configuration.
New SR SLA by Catalog Report
A new report, SR SLA BY CATALOG REPORT, is added in the Service Request Management module. This report displays the priority-wise SLA report for the selected Catalog, Tenant, and Time. Under the RESOLUTION tab, the Catalog-wise Resolution SLA data is displayed. Under the RESPONSE tab, the Catalog-wise Response SLA data is displayed. The graph shows the SLA summary (met/missed SLA) with respect to the Catalog, whereas, the table shows the SLA summary (met/missed SLA) with respect to Priority.
Creating Change Requests (CRs) by End Users
The End User (users without Analyst role) can create Change Request (CRs) directly without any Incident or Service Request (SR). The CRs created by the End User are available in Draft status until an Analyst fills in the required information and initiates the Request. The End User can provide updates to the CR.
Configuring Feedback Questions and Answers in Various Languages
Now, Administrators can configure the Feedback Questions and Answers in various languages for End Users. The configured Feedback Questions are displayed to the End Users in the same language as selected for the application. If translation is not available in the selected language, the online translator translates the question as before. The text of the main question should be configured in English.
General
Language Mapping by Administrators
The Administrators can now set the default language for a Location and Domain. A new menu, Language Mapping is added under the Admin section (Admin > Basic > Infrastructure > Language Mapping).
On the DOMAIN page, a new field Language is added using which the Administrators can set the default language for a Domain.
The priority for language selection for an End User is as follows:
- Language selected by the End User on the Quick Action Bar.
- Language selected by the Administrator on the LANGUAGE MAPPING page (Admin > Basic > Infrastructure > Language Mapping).
- Language selected by the Administrator on the DOMAIN page (Admin > Basic > Infrastructure > Domain). If no Language is selected using any of the above options, English is selected as default.
5.7 SP2
Service Management
Service Catalog Packaging for End Users
The Service Catalog Packaging is bundling of multiple related Service Catalogs into a Package. If the Administrator (or a user with access to create Packages) configures the appropriate Packages, the End Users do not need to browse through multiple Service Catalogs. They can access the Package, fill in the required information, and submit the request. Multiple Service Requests are logged.
Example: While on boarding new employees, the HR needs to create multiple SRs (for laptop and software). The HR head or Administrator can create a Package with those Service Catalogs. The HR can log multiple SRs at a time with the configured Package.
New Call Management Module to Manage Calls Handled by L1 Support Team
A new Call Management module is added to track all the Calls received (via Application, E-mail, Web, or Phone) by the Level 1 Support Team of an organization.
- Call Management – Tracking Calls, Tasks, and Efforts of L1 Support Team
- Reduction or elimination of wrongly logged Incidents and Service Requests where Call Type can be now logged as Enquiry.
- Elimination of wrongly logged Incidents using Mail to Call option (if configured) where the End User requires some information, or the user issue should be logged as a Service Request.
An Analyst can log the Call details as Enquiry, Incident, or Request. If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as Enquiry. Later, the Analyst can create an Incident/SR from the Call Record. The Call Record is closed automatically after the Incident/SR is created from it.
The End Users can also log Calls using the Mail to Call option (if configured). The Analysts check the Call Records and take an appropriate action:
- Provide information and close the Call Record
- Log an Incident
- Log a Service Record
Asset Management
Resynchronization of Asset Data with ServiceNow
The SUMMIT Asset data can be now resynched with ServiceNow. The users of ServiceNow and SUMMIT can view the most up-to-date data accessing it through ServiceNow or SUMMIT. The SUMMIT Administrator now can send the complete Asset data (new and existing Assets) to ServiceNow.
End User Confirmation Before Auto-Acceptance of RDP Request
In the previous versions of SUMMIT, in the RDP Stealth Mode (with SAM Agent/SSI Agent), the End Users had no control over accepting or denying the RDC request. Now, in the Stealth Mode, the End Users get a confirmation to Accept or Deny the Remote Desktop connection request from the Analysts. This adds an additional layer of security.
Remote desktop protocol (RDP) is one of the most secure way of network communications. It is designed to access another User’s computer remotely. For Stealth mode in RDP, the Agent needs to be installed and actively running on the End User’s desktop.
General
Location- Based Translation
In this new release, the Administrators can allow or restrict translation of Application pages based on the user’s location. In specific countries and regions, the API translation service may not be available, which may impact the page loading time. For example, Google Translation in China is blocked, where the Language icon can be turned off to improve the page loading time.
Language translation is a feature that provides machine-translation service. It translates the texts available on the pages of SUMMIT application into the selected language. It also converts the notification e-mails that are received by the user upon any update in the SUMMIT application.
Notifications to Concurrent Analyst When Concurrent Licenses are Available
In the previous releases, the Concurrent Analyst who had to log into the Application as an End User due to unavailability of Concurrent Analyst licenses, would not know when a license was available. The Analysts had to log out and login back into the Application to check if they can login as Concurrent Analyst or they had to request the Administrator to kill idle Concurrent Analyst sessions to free up licenses. Now, a Concurrent Analyst, who logs into the Application as an End User, due to unavailability of concurrent licenses, is notified, whenever, a Concurrent License becomes available. This helps in optimum utilization of the Concurrent Analyst licenses.
Availability Management
New BI Reports
The following new BI Reports are added. These reports are not available to the users by default. A user with access to create BI Reports can create these reports using Views.
- A new BI Report is added to view the Network Device, Link and Server’s Availability Trend Analysis with Downtime reasons for each month. On the UPTIME TREND report, the user can specify the reason for Downtime, which is displayed on the BI report.
- Another BI Report is added using which the maintenance details and maintenance schedule of Network link, URL, Server, and Device can be viewed and exported to Microsoft Excel.
Project Management
New ACTIVITY DETAILS Page to View Assigned Activities
A new page, ACTIVITY DETAILS is added where the Activity Resource, Activity Owner, and Task Owner can view the list of Activities assigned to them at one place instead of looking for details on various pages. The Activity Owner and Task Owner can update the Activity details; however, the Activity Resource can update the Activity Remarks and attachments only.
Upon selecting a Project on the FILTERS pop-up page of the ACTIVITY DETAILS, an action item, PROJECT OVERVIEW is displayed using which the users can overview the selected Project.
General
Easier, Faster, and More Accurate Search Results on USER DASHBOARD Page
The users can now search using keywords. The search operation is performed on Symptoms and similar Symptoms that are captured across multiple configured Rules.
Displaying Bulletins as Marquee
The Administrators can configure the Bulletin to display them as marquee (a scrolling area of text) under the Quick Action Bar on the END USER DASHBOARD page and all other pages of the application.
AD Password Management for On-Premise Active Directory
When the SUMMIT application is hosted on cloud and the Active Directory is hosted on-premise. There are configuration keys that are used to implement AD Password Management.
Restricting Multiple Logins, Impersonation, and Tenant Switching
- When users try to log into their SUMMIT account using multiple devices, two different browsers, or two different tabs (including incognito mode), a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device. If the users click CONTINUE, the first session becomes inactive, and if any actions are performed on this inactive session, an Error message is displayed.
- When users try to Switch Users from their SUMMIT account and if the person they are trying to impersonate is already logged in, a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device.
- When users try to Switch Tenant from their Summit account and if the account is already configured to a Tenant in an already logged-in session, a DUPLICATE LOGIN pop-up window with the following message is displayed: Your last logged in session is still active. Click CONTINUE to log out of the previous session and to log in with this device.
Asset Management
Patch Management for Silent Parameters
The Patches that were not installed using the default Silent Parameters, can be now installed using the custom Silent Parameters (new Silent Parameter). Only the Administrator can define the custom Silent Parameters.
Availability Management
Monitor Stopped Common Parameter using Monitoring Failure Parameter
Now, on the SERVICE ENTITLEMENT page, a new Monitoring Failure parameter is added under Common Parameters. Using the Monitoring Failure parameter, the Administrators can be notified about the Parameters that are not monitoring the Networks Devices, Network Links, Network Interfaces, Printers, URLs, or Servers. If any common parameter is stopped monitoring due to any reason, the SUMMIT application raises an Event, Alert, and Ticket to the user accordingly.
5.7 SP4
Service Management
View Incidents, Change Records, and Work Orders Related to Service Requests
The End Users can see the Incidents, Change Records, Work Orders that are related to their logged Service Requests. This gives the End User a better insight into the Service Request that they have logged. For example, if there are Work Orders created for an SR, it means that these Work Orders should be resolved to resolve the SR.
Manual Cancellation of SRs
Earlier, the SRs that were assigned to any Analyst could not be manually canceled even if they were no longer required. Now, a new CANCELLED status is added using which the Analysts can manually cancel the SRs. The Administrators can configure the name of the members who need to be notified whenever SRs are canceled manually.
Logging Incidents/SRs on Behalf of Customer/Sub Customers
- Logging SRs on Behalf of Customer/Sub Customers
Now, the users can log SRs on behalf of Customer/Sub Customers from the NEW SERVICE REQUEST and NEW SERVICE REQUEST FOR USER pages. - Logging Incidents on Behalf of Customer/Sub Customers
- Now, the users can log Incidents on behalf of Customer/Sub Customers from the NEW INCIDENT page.
Asset Management
Increased Coverage in Asset Reconciliation by Allowing Reconciliation of Unregistered Assets
The users can upload an Excel sheet with Unregistered Assets details and send them for Asset Reconciliation. The Unregistered Assets are the Assets for which the Asset IDs are not yet generated in the SUMMIT application. The Unregistered Assets are added by uploading the Excel sheet that contains data, such as Machine Serial Number, Hardware Description, Received Date, Vendor Name, Category, and so on fields. The users can also view the history of the previously added Unregistered Assets.
Save Time By Updating Asset Details (Store, Floor, and Asset Condition) in Bulk
The users can update Asset details in bulk, wherein, they can update the new Store or Floor information. The users can also bulk update the Asset Condition as Good, Faulty, and Scrapped.
More Control to Administrators
- Configurable Asset Codes
The Administrators can now set the Asset Codes for a Tenant that is used across the SUMMIT Asset Management module. A new attribute, AssetCode, is added on the ASSET CODE CONFIGURATION pop-up of the Asset Management FORM BUILDER page. Using this attribute, the Asset Code can be revised with the following format: <4-digit Location/Store Code>< 2-chars category- FU, OE,EE,BI,TW,FW,CP,EF)><5-digit Sl No that should start with 00001. The Location/Store code configured on the LOCATION AND STORE page is considered to generate the Asset Code.
5.7 SP6
Availability Management
Additional Monitoring Parameters
- Monitoring Parameters for Non-Wintel Servers: New monitoring parameters are added to monitor parameter for the Non-Wintel Servers. Additional parameters, such as Disk Free Space, Disk Latency Response Time, Memory Fault Error, Power Supply Status, Physical CPU Utilization, and so on can be now monitored for the non-Wintel servers.
- Health Monitoring Parameters for Server: New monitoring parameters are added to monitor the Hardware Health of Servers. Parameters, such as Battery Status, Memory Device Status, Power Supply, Power Supply Status, Temperature, Temperature Status, and so on can be now monitored for the selected Servers.
Earlier, Hardware Health Monitoring parameters were monitoring only the Status of the component. Now, the Hardware Health parameters can also monitor the Utilization and Status of the respective components by adding Thresholds and raises Alerts/Incidents based on the Threshold value violation.