Smartops Release Notes
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UST SmartOps™ uses cognitive automation to intelligently and continuously accelerate business opportunities by reducing costs, streamlining efficient operations, and uncovering unrealised growth revenues for your business.

AIOps Release 2.0

 Release Note 

 Release Date: August 2, 2021 

AIOps Desk – Service Desk Automation

AIOps Resolve – AIOps View + SOP Automation


AIOps View – Single Pane of Glass

Ticket Console for ITSM integration

Teams section for importing required ITSM assignment groups

Overview

With the 2.0 release, the AIOps product suite now consists of three product flavours – AIOps View, AIOps Desk and AIOps Resolve, catering to more use cases like service desk automation and ticket resolution automation together with alert correlation. This has been achieved by integrating SmartOps ‘Support’ PWF capabilities into ITOps 1.4. As supporting features, a ticket listing has also been introduced to AIOps, which will enable support engineers to work on ticket resolution. Several feature enhancements are also introduced in this release, ranging from enabling full features of the Grafana based AIOps dashboard, to improved ticket descriptions and additional features in alert search.

Revised AIOps Product Suite

With 2.0, the revised SmartOps AIOps product suite now consists of 3 product flavors. AIOps projects can be set up in any of these 3 flavours. Pick the right flavour to match the customer’s usecase.

  • AIOps View - Single Pane of Glass + Alert Correlation + L0 Automation

    AIOps product for customers who have multiple monitoring tools and require a single pane of glass view of their IT infrastructure, along with alert correlation and L0 automation. Alert correlation will reduce alert noise and create fewer actionable alert clusters. This coupled with L0 automation of processes like ticket creation and auto closure will help customers improve MTTR.

  • AIOps Desk - Service Desk automation powered by SmartOps

    AIOps product for customers who want to automate Service Desk operations. Resolve service tickets using SmartOps automation stories. To resolve a ticket, Support engineer can select suitable automation story and execute from AIOps. In future releases, AIOps Desk will introduce auto resolution based on the service request.

  • AIOps Resolve - AIOps View + SOP automation powered by SmartOps

    AIOps product for customers who require a full spectrum solution from alert correlation to automated resolution. AIOps Resolve offers a single pane of glass view of IT infrastructure, alert correlation, L0 automation and automated SOP execution powered by SmartOps workflows to improve MTTR. In this release, to resolve a ticket, AIOps engineer or Support engineer can select suitable automation story and execute from AIOps. In future releases, AIOps Resolve will introduce auto resolution based on the ticket details.

Ticket console for ITSM integrations

In 2.0, AIOps introduces a dedicated ticket data store with bidirectional syncing with ITSM, and the features needed for Support Engineers to resolve tickets.

  • Ticket listing screen for ITSM integration 

    Screens to view ticket related information and perform actions on the ticket. Only tickets assigned to the logged in user or assigned to groups in which the user is a member, will be displayed by default. User can apply quick filters (by priority, by status, assigned to me) on the list to quickly identify the tickets to work on. The ticket search will search across all tickets in the ticket store.

  • Multiple assignment options 

    In this release, we are introducing multiple options for ticket assignment - “To me”, “Group”, and “Individual”

  • Similar Tickets & Recommended Resolutions 

    AIOps View continues to have a ‘similar tickets’ feature that identifies similar tickets based on textual similarity. AIOps Desk & AIOps Resolve flavours uses patent pending TicRR technology to identify similar tickets and recommended resolutions. This is achieved by integrating SmartOps ‘Monitoring’ PWF capabilities into AIOps.

Teams in AIOps configuration

Create external teams in AIOps to mirror ITSM assignment groups. These groups and users will then be available for users as assignment options. This feature can be later extended for non-ITSM outbound integrations as well.

Dashboard enhancements

  • Default dashboard based on product flavour
  • No manual intervention required to set up the dashboard for a new project.
  • New dashboards can be created by any AIOps user. The creator can provide access based on the permissions that can be configured for each dashboard
  • Alert/Ticket index based Elasticsearch data sources available to create customized widgets
  • Default dashboard can be edited only by users with AIOps admin role.  Users with other roles can only view the default dashboard. However, they can create their own dashboards.
  • Ability to use all default share options of Grafana – Link, Image, Snapshot URL

Virtual Engineer Enhancements

In AIOps 2.0, user actions possible on tickets assigned to Virtual Engineer have been defined as follows:

  • Cannot assign it to self/other team member from alert console.
  • Can assign it to self or other team member from ticket details page.
  • Can ‘hold' the ticket. If an autoclosure happens while in virtual engineer queue and in hold state, the 'hold' is overridden and ticket will be closed in AIOps
  • User can 'close' the ticket from alert console

Alert Console Enhancements

  • Ability to search in full alert text from alert console
  • 'Assign to group' option in alert console

Ticket details Enhancements

  • Ticket Description will be populated based on description of alert that triggered ticket creation
  • Name of logged in user will be added along with comments when ticket is assigned/put on hold/resolved from AIOps 

Device Details Enhancements

  • Alert Details in device details page will show the individual alerts grouped by severity instead of alert clusters

Project Enhancements

  • Project delete is now a 2-step process. Mark a project as ready to delete. The delete workflow will then delete the project and associated information.
  • (3981) Investec - Taking More time than configured time to re-assign the ticket from Virtual engineer
  • (3969) Title of the widget is not matching with the data
  • (SDI-555) Dashboard is showing error when it is shared and snapshot link is opened in new window.
  • (SDI-861) Investec-Inconsistency in workflow Trace Logs
  • (SDI-875) SNOW ticket created for a clear (Ok) alert
  • (SDI-926) ITOps 7.1 - Project cannot be deleted

For Support and more enquiries you can write a mail to us on feedback.smartops@ust-global.com