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What's New?
Service Management
Custom Table as New Data Source Option for Drop-Down and Multivalued Drop-Down Controls
The Administrators can now use Custom Tables as a data source for the drop-down Custom Field values. This provides the flexibility to the Administrators to use the specific values from the Custom Tables in the drop-down fields as per the organization's requirements.
Dynamic Approvals for the Change Record Approval Workflow
Now, the Administrators can configure a new approver type called Dynamic Approval 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 Standard Field or Custom Field values provided by the users on the NEW CHANGE RECORD page (Change >User > New Change Record).
Hierarchy for Location and Enhanced Location Search Control
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.
Bulk Update of Incidents or Service Requests for Other Workgroups
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
Now, an Analyst can set the Availability Status on the MY PROFILE page and the same status is visible to the Managers under Assigned To field of GENERAL tab while assigning an Incident or Service Request to the Analyst.
Viewing Problem Records from Other Workgroups
Now, the Analysts can also view the Problem Records of other Workgroups to which they do not have Analyst access.
Auto-fill control helps user to automatically search and suggest the option(s) based on the specified key word. 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
E-mail Notification to Workgroup on SR Resolution
Now, an e-mail notification is sent to the Workgroup members when a Service Request is resolved.
New Incident for User Page While Converting a Call to an Incident
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.
Viewing CI Relationships From Relationship Diagram
On the RELATIONSHIP pop-up page a new menu item, View Relationship Details is added. Upon clicking this menu, the user is directed to the RELATIONSHIP Details of the selected CI or Service displaying various relationships.
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.
Weekly Consolidated E-mail Notification to SR Approver
Now, a weekly consolidated e-mail notification is sent to the individual SR Approvers for SR approval.
Relationship Count on CI Relationship Diagram
The number of relationships a CI has with other CIs can be now easily identified using the count displayed in the Relationship diagram. This helps the users to identify the inter-dependencies between two or more CIs.
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.
The End User and Analysts now when log Incidents, their specific details, such as Business Unit and Department get auto-populated. This avoids the need to key in the details, hence, also avoids making any errors.
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.
Adding User-Defined Classifications in CMDB
The Analysts can add Root Classifications as per the specific requirements of the organization. This gives more flexibility and helps in more appropriate Classification of the CIs. Based on the new Classifications added, the relevant Custom Tabs and Custom Fields can be added and displayed on the CI details page.
Asset Management
Enhanced Synchronization - Asset to CMDB and CMDB to Asset
Various improvements are made related Asset-CMDB and CMDB-Asset sync as follows:
CMDB Mapping Template for Asset-CMDB Sync
Now, using the CMDB Mapping Templates, data synchronization between the Asset Inventory and Configuration Management Database (CMDB) can be done easily.Templates to Export Assets to CMDB
Now, templates are created using which the Analysts can view the list of configured templates and select the appropriate template while exporting Asset details to CMDB.
Advance Filters for Software Installation Details Report
Now, additional advance filters are added on the SOFTWARE INSTALLATION DETAILS REPORT page. Using the new filters, the search results can be narrowed down based on Asset Normalization parameters.
Software Non-Compliance Alerts When Software Installation Exceeds Threshold
Now, e-mail notifications are 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.
Orchestration (Beta Release)
SummitAI Advanced Orchestration Application
From the Denali version onward, the SummitAI Orchestration will be available as a separate module. With this advanced SummitAI Orchestration, you can configure the APIs, Proxy, Scripts, Workflows, and Integration with any ITSM product.
IT Operations Management
Now, administrators can filter the maintenance jobs based on Completed and Scheduled Maintenance jobs. Also, instead of creating two separate windows for the overnight maintenance, now the administrator can create only one window.
Common View for all the Network Devices and Servers
Now, administrators or analysts can quickly view and edit all the all the Network Devices, Servers, Network Links, or Printers from a single page.
Restricting Multiple Incidents for Similar Events or Alerts
Now, instead of creating many Incidents for the similar messages from events or alerts, a single Incident is created based on the configured rules.
Oracle RAC and PostgreSQL Monitoring Parameters for Servers
New Oracle RAC and PostgreSQL parameters are added for monitoring the Wintel Servers.
Platform
Now, the Administrator can easily import the user details with the help of the template available in the SummitAI Application.
External Web Services Enhancement
External Web Service Mapping helps the Administrators to configure data flow from SummitAI to Client Web Services and vice versa. The configuration page for External Web Services is now organized and improved.
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.
Table Related Changes
Few changes related to tables are made. These changes capture some additional data, which are useful for more accurate calculations and improving the reporting functionalities.
Knowledge Record Status Color Changes
The background color of the Knowledge Record status is changed on the following pages: KNOWLEDGE DASHBOARD, KNOWLEDGE RECORD LIST, and APPROVE KNOWLEDGE RECORDS.
Problem Record Search Option in Global Search
Now, the users can also search for Problem Records using Global Search. Click the 
icon on the Quick Action Bar. A new check box, Problem, is displayed. For more information about Global Search, see Global Search.
Figure: Global Search
Hyperlink Custom Field for Fixed Assets (Asset Management)
Now, the users can add hyperlinks, which can be used for reference purposes, while performing an Asset transaction, such as Add, Update, Allocate, De-allocate, Movement, etc., for Fixed Assets.
Custom Attribute filters for Non-Fixed Assets (Asset Management)
Now, the users can filter the Custom Fields for Non-Fixed Assets (Consumable, Accessories, and Software Assets).
Sorting Tenants (Platform)
Now, Tenants are sorted and displayed based on the Sort Order specified by the Administrator.
Asset Acceptance E-mail Notification to Additional Recipients (Asset Management)
Now, the Asset Acceptance e-mail notifications can also be sent to additional recipients along with the End User and Store-level configured users.
Application performance Improvement (Platform)
The Application performance can be improved significantly by using one of the following approaches:
• Move Session Management to Redis Server
• Use SQL Server in memory tables for managing Sessions
Search by Multiple Locations and Customers on Incident List and Service Request List Pages (Incident and Service Request Management)
The Advance filter options for Incidents and Service Request is improved where the Analyst can filter Incidents and Service Requests belonging to multiple Caller Locations, Customers, or Locations.
Correcting Misleading Cc Fields for Incidents and Service Requests (Incident and Service Request Management)
Now, the CC field on the following pages: New Incident, New Incident for User, New Service Request, and New Service Request for User, are modified to read-only text area.
Sub Workgroup Information in API Response (Incident and Service Request Management)
Now, using the following API methods, the Administrators can get the Sub Workgroup information of the Incidents and Service Requests:
IM_GetIncidentList
IM_GetIncidentDetailsAndChangeHistory
SR_GetSRList
SR_GetSRDetailsAndChangeHistory
Application Menu Change Cloud Discovery Moved to Platform
From Denali version onward, the Cloud Discovery feature is moved from IT Operations Management module to the Platform module.
Important Update About Guide Me Flows
The Guide Me flows are no longer available in the SummitAI application from the Denali release. The existing customers using Guide Me flows can continue to access these flows unless they upgrade to Denali or a later version. For existing customers, where Guide Me flows are not enabled, Guide Me cannot be enabled.