Read Complete Release Notes

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

What's New?

The Search report displays the report of PRs based on your search criteria. Earlier, the Analyst was able to view details such as Urgency, Classification, Priority, Category, Impact, Problem Record Type, Workgroup, Assigned To, and so on under the GENERAL tab of the PROBLEM TICKET DERAILS page. Now, the Analysts can also view the additional details such as Risk, Service Window, RCA Deadline, and Resolution Deadline details along with other details. For more information on viewing Problem Record search report, see Search.

UI Change

The following new fields are added under the GENERAL tab on the PROBLEM TICKET DETAILS page (Reports > Select Problem Management module > On the REPORTS section, select Search from drop-down list > On the SEARCH page > Specify filter criteria and click SUBMIT > On the SEARCH page, click ID hyperlink). 

• Risk (see Configuring Risk)
• Service Window (see Configuring SLA Service Windows)
• 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 TICKET DETAIL page