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.
Notifications (e-mail and SMS) can be now sent to additional users (in addition to the Requester and Analyst), whenever, the Service Request is updated (Status change, Priority change, Service Request based on Category, and when the Requester is a VIP User).
With this release, the Administrators can create, view, and update (or deactivate) CIs using SUMMIT API. The single and multivalued Custom Attributes as Text Box and Drop-down can be also added for a CI using SUMMIT API.
The Service Catalog Packaging is bundling of multiple related Service Catalogs into a Package. Using Packages, the users can now fill in the required information and submit multiple Service Requests instead of browsing through multiple Service Catalogs.
The Sub Customers are now notified through Mail and SMS when an Incident/SR is logged or updated (if configured). This feature is especially useful for MSPs who need to notify their Customers and Sub Customers about Incident/SR logging and updates.
A new icon is added on the Incident List/ Service Request List page for Incidents or SRs that are most recently updated by Analysts using e-mails. This gives a better visual clue to the Analysts working on the Incidents and SRs.
Now, if an RDP request is made using Stealth Mode (with SAM Agent/SSI Agent), the End Users have the control to Accept or Deny the Remote Desktop connection request from the Analysts. This adds an additional layer of security.
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 Administrators can now bulk update the Script/SNMP Threshold values reducing the efforts and time required to enter the same values.
Following two new BI Reports are added:
Now, the WMI Account is made optional for Agent-Based Monitoring of Servers (Except Exchange Servers). The customers no longer need to share the WMI Account details while using Agent-Based Monitoring.
The Administrators can now customize the message text to be sent out as Notifications for Events or Incidents for various Parameters in Script-based Monitoring.
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.
The Administrators can now customize the Themes using their own CSS codes. They can customize the fonts, colors, appearance, layouts, etc., which changes the look and feel of the Application. This feature is available in addition to the regular Theme configuration.
Now, the Administrators can allow or restrict translation of Application pages based on the user’s location. The translation option can be turned off for those countries and regions where API translation service may not be available.
Now, the customer data can be isolated using Domains. A Domain is created for each customer and the customer data is isolated within the Domain. The Users, Customers (Departments), Locations, and Vendor details of one customer cannot be accessed by users of a different Domain.
Now, the Project Manager can set the Priority and Billability of the Activities while adding new Activities in a Project.
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.