HCL SX Release Notes v_21

Release Notes - Version 21

We are excited to announce the launch of HCL SX v21, a major release packed with innovative features designed to enhance user experience, boost configurability, and drive productivity.

This update also introduces our AI-Driven Service Management (AISM) capabilities, setting a new standard for service efficiency and effectiveness. SX now utilizes predictive, cognitive, and generative AI to boost efficiency through advanced insights and recommendations that drive better automation and decision-making. Here’s a closer look at what’s new in this release:

AI-Driven Service Management (AISM)

  • GenAI Summarization: Generate concise summaries of ticket activities based on descriptions and activity logs.
  • Predictive Insights:
    • Predict resolution times at the time of ticket creation.
    • Suggest the most appropriate assignment group for ticket allocation.
    • Identify the most suitable support agent for ticket assignments.
  • Natural Language Search: Use natural language to search and receive relevant results.
  • AI-Supported Incident Response: Automated workflows for incident detection and resolution.

Consumer Homepage Enhancements

  • Walk Up Experience: Configure and manage a support channel for timely issue resolution.
  • Multi-Level Service Catalog: Navigate through a business-function wise tree structure for effective searching by category and subcategory.
  • My Requests Page: View request/incident tickets where the user is specified as a watcher.
  • My Asset View: View assets alongside requests for a unified experience.
  • Filtered Views: Filter My Assets/CIs based on user ownership.
  • My Notifications View: Access all notifications triggered from the SX notification engine.
  • UI Revamp: Improved related tasks view on the My Requests page to display task progress.
  • Spanish Language Support: Users can select Spanish, with the interface fully translated.
  • Keyboard Shortcuts: New shortcuts to enhance productivity, including:
    • Ctrl+b: Global search bar
    • Ctrl+q: Save button
    • Ctrl+m: Close button
    • Ctrl+i: Edit button

Knowledge Management

  • Keyword and Topic ID Search: Search knowledge articles easily.
  • Redesigned Global Search: Improved performance for searching services and knowledge articles.

Analytics

  • Advanced Analytics: Ready-to-use widgets, reports, and dashboards for all SX processes.
  • Configurable Reports: Configure reports on-the-go as a business admin.
  • Foundation Data Reports: Track users, user groups, memberships, organizations, locations, and user license counts.
  • Supplier Performance Dashboard: Monitor cross-supplier performance metrics for effective service integration and management (SIAM).
  • Governance Dashboard: Track meetings and manage actions within SX.

Governance

  • Supplier Scorecard: Collect performance metrics for effective evaluation through a unified view.
  • SIAM Governance Capabilities: Manage meetings, decisions, and action items to drive ecosystem collaboration using SX.

Catalog Management

  • Event-Condition-Action Rules: Create business logic rules for automated actions.
  • Approval Levels: Configure up to 10 approval levels for complex requests.
  • Multi-Attachment Control: Allow multiple files to be attached to a single question.
  • Offering Visibility: View mapped offerings by category-subcategory on the category master page.
  • Service Ownership: Associate service owner groups and designated owners for visibility.

Work Item Management

  • Bulk Edit Capability: Edit assignment groups and individuals across multiple tickets.
  • Global Search Enhancements: Open and view tickets in separate tabs for better multitasking.
  • On-Demand SLA Measurement: View and refresh SLAs in real-time.
  • Last Modified Date: Visible across all modules for quick access.
  • User Availability Information: Display available assignees for better ticket assignment.

Request Fulfillment

  • Automatic Status Changes: Tickets move to ‘Under Fulfillment’ from ‘On Hold’ when reassigned.
  • Improved Task Creation Form: Enhanced user experience for creating tasks.
  • Task Information Visibility: View task details easily across modules.
  • Optimized Fulfillment Plan UI: Task sorting and automatic fulfillment plan selection based on work item type.

Incident Management

  • Automatic Status Changes: Tickets move to ‘In Progress’ from ‘Pending’ when reassigned.
  • Parent-Child Ticket Information Sharing: Status updates can be shared between tickets with parent-child relationships.
  • Critical Incident Reporting: Generate downloadable critical incident reports.
  • Linking Actions Visibility: View knowledge article and related work item linking/unlinking in incident ticket logs and comments.

Problem Management

  • KEDB Functionality: Automatically create knowledge articles from problem root causes using known error database (KEDB) functionality.
  • Automatic Known Error Retiral: Retire known errors automatically once the related problem is closed.
  • Downloadable Problem Investigation Reports: Capture and share investigation summaries.

Change Management

  • Doer-Checker Capability: Configure tasks that require verification from another user.
  • Automatic Change Attachments: Changes automatically link to related configuration items.
  • Post Implementation Review Summary: Capture and share downloadable reports of post implementation review (PIR) summaries.

Contract Management

  • Contract Lifecycle Management: Manage contracts within SX, link them to configuration items, and utilize analytics and notifications.

SLA Management

  • SLA Reprocessing: Authorized roles can recalculate SLA measurements.
  • Task-Specific SLA Configuration: Define SLAs for specific tasks.
  • Retroactive SLA Configuration: Apply and adjust SLA conditions for scenarios such as priority changes.
  • SLA Status Validation: Ensure matching SLA statuses between parent and child tickets upon closure.
  • Color-Coded SLA Achievement: View SLA status directly on the ticket console.
  • Audit Logs for SLA Changes: Track changes for auditing purposes.

Asset / CI Management

  • Hardware Asset Management: Track hardware asset lifecycles and notifications, including data model enhancements to support Device-as-a-Service (DaaS) model.
  • Work Item Management: Improved visibility of CI-work item relationships in the Asset/Config Board, allowing easier access to related work items and enhanced pagination features.
  • Location-Wise Asset Tracking: Track assets based on their location in the configuration management database (CMDB).
  • Product Library Restructuring: Enhanced design for stability, scalability, and user-friendliness.
  • Asset Form Improvements: Support group and company made non-mandatory except for ‘Deployed’ status, and revamped default values in the Environment field.
  • CI Relationships API: New application programming interface (API) for CI relationships, featuring pagination and filtering options to manage large datasets.
  • Capture Creation Date: ‘Modified on’ field to reflect the creation date for new CI records.

Administration Enhancements

  • Fine-Grained Administrative Controls: Override default settings to align with business requirements.
  • UI Builder Capability: Configure company-specific UI pages without development effort.
  • Workflow Builder Capability: Override the default workflow with a custom one.
  • Enable / Disable AI: Enable/disable AI capability at a company level.
  • Checklist Custom Attributes: Combine multiple custom attributes for a specific module in SX, allowing fulfillers to populate them at once and set any of them as mandatory/non-mandatory.
  • Group Name Uniqueness: Ensure feature group names are unique at company level, allowing different consumer companies on shared instance to use the same name independently.
  • Viewer Roles: Allow users to view all records without edit access.
  • Search Functionality: Enhanced search for users by email ID.

Notifications

  • Multi-Lingual Notification Configuration: Configure notifications in multiple languages.
  • Custom Email Templates: Edit notification email bodies with specific content.
  • Burst Email Sending: Send emails in bursts of 50 to improve delivery.
  • Enhanced SLA Milestone Notifications: Clearer milestone information in email notifications.
  • Approval Reminder Notifications: Notify users about pending approval actions.
  • Knowledge Notifications: Receive alerts when items for review are ready, updated, or when a topic is published.
  • Hyperlinks: Add page hyperlinks to custom notification templates.