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On the Application Settings page, you can configure various options, such as custom logos, dashboard, label names, and so on in the SummitAI application as per the requirements of your organization or customers.

To configure Application Settings:

Select Admin > Basic > Infrastructure > Application Settings.
On the APPLICATION SETTINGS page, make the required selections as per the requirements of your organization. For more information about the fields on the APPLICATION SETTINGS page see, Field Description.
Click SUBMIT. The configurations are saved and the changes are reflected on the relevant pages.

Complete page is upgraded with Search functionality that is added which aids in searching a particular field on the UI.

The left panel is equipped with a menu which navigates within the page to the specific part. This eases the navigation in this page as illustrated in subsequent figure.

Figure: Left Navigation and Search functionality introduced

The following figure illustrates the previous screenshot of Tahoe SP1 for comparison.

Application Settings_Screenshot

Figure: APPLICATION SETTINGS page

Field Description

The following table describes the fields on the APPLICATION SETTINGS page:

Fields

Description

GENERAL

Current Organization Logo

Displays the current logo of the organization. Click the Delete icon to delete the current logo of the organization.

Upload Logo

Click the Upload icon to browse and upload a logo image.

Upload Favorite icon

Click the Upload icon to browse and upload the favorite icon image.

Current Organization Title

Displays the title of the current organization.

Organization Title

Specify the name of the organization.

Default View

Specify the default view to display list of Service Requests or on the SERVICE REQUEST LIST and MY WORKGROUP INCIDENTS pages (Tile View or Tabular View).

Default View for New Service Request

Specify the default view for logging new Service Requests.

Help File Path

Specify the path for the help file.

Enable My skills

Select the check box to display My Skills on the MY PROFILE pop-up page.

Enable Guide Me Menu

Select the check box to enable Guide Me menu for the users.

Enable Guide Me Widget

Select the check box to enable Guide Me Widget for the users.

Select Chat Option

This option enables you to configure the Chat options in the SummitAI application.
Select the required option from the drop-down list:
None: If selected, chat option is disabled.
Basic: If selected, basic chat options are enabled.
Advanced: If selected, advanced chat options are enabled.

For more information, see SummitAI Service Management Help.

Enable Chat for End User

If selected, the chat icon is displayed for end user on the INCIDENT ID and SERVICE REQUEST ID pages. If the Chat Option is selected as Basic, the basic chat icon is displayed adjacent to the Analyst name. However, an advanced chat icon is displayed on the DETAILS tab header, if the Chat Option is selected as Advanced.

Chat Hub URL

Type in the URL where the chat hub is configured.

Note: Chat Hub URL field is displayed, when Advanced option is selected in the Enable Chat drop-down list.

Valid Attachment Extensions

Specify the attachment extensions you want to support across the application. For example: .jpg, .jpeg, .png, .gif, .pdf, .doc, .docx, .key, .ppt, .pptx, .ppsx, .odt, .xls, .xlsx, .zip, .html, .msg, .txt, .rtf, .eml, .mpp, .lic, .csv and so on.

Note:

If the Mail to Ticket feature is enabled, add the .eml and .msg extensions in the Valid Attachments Extensions field.

.eml- if included, the mail/notification parser attaches the source e-mail as an attachment under the Attachments section of the respective Incident.
.msg - if included, the mail/notification parser attaches e-mails/attachments attached within the e-mail under the Attachments section of the respective Incident.

Enable Voice Call

Select the check box to receive voice calls on logging the incidents.

Enable Web Notification

Select the check box to provide the User an option to enable or disable web notification(s) on the MY PROFILE pop-up page.

Enable Mobile Notification

Select the check box to provide the User an option to enable or disable mobile notification(s) on the MY PROFILE pop-up page.

Disable Refresh Interval

If selected, auto refresh after a specified interval becomes disabled for the INCIDENT LIST, SERVICE REQUEST LIST, and ANALYST DASHBOARD pages.

Enable MongoDB

If selected, all the attachment files are stored in the MongoDB instead of the SQL Server DB.

Enable Assistant

Select the Enable Assistant check box to enable the Digital Agent with SummitAI application, and once selected, the following options are displayed to configure the Digital Agent with following parameters.

Assistant Name
Assistant Key
Token Expiry Limit
Tenant
Assistant Base URL
Assistant Version

Assistant Name

For version 1.0 = Specify the static name such as Cinde.

For version 2.0 = Specify the Bot ID which is assigned for a specific Bot.

Assistant Key

Assistant key is generated in the backend and is provided via implementation team.

Token Expiry Limit (in mins)

Specify the expiry time in minutes. It will be used to generate the Auth token expiry.

For Example: Token Expiry Limit is 60 minutes then the external Auth Token will get expired.

Tenant

Select the required Tenant for which the Digital Agent is supported from the available options.

For version 2.0 - You can select the multiple Tenants at the same time.

For version 1.0 - You can select a single Tenant at the same time.

Assistant Base URL

Specify the environment Assistant base URL and is provided via implementation team.

Assistant Version

Specify the version of Digital Agent which you want to integrate with Summit application such as 1.0 or 2.0.

Disable Concurrent Update

If selected, multiple analysts cannot update the Incident or Service Request simultaneously.

Lets see this with the following explanation:

Example

Scenario

Consider Analyst A with Workgroup Server team is viewing an

Incident ID 123. Analyst B with no access to Workgroup Server team opens the same Incident ID 123.

Steps:

Login to the application as Analyst A with access to Workgroup Server team.
Navigate to Incident > Manage Incidents > Incident List
Select an Incident ID.
In a different browser window login to the application as Analyst B with no access to Workgroup Server team and repeat Step 1.
Select the same Incident ID as in Step 2.
A message 'You do not have Workgroup access'. message is displayed.

Note

When Analyst B, who is having the same workgroup access, attempts to access Incident ID 123 while Analyst A is already accessing it, a message is displayed 'The user <User Name (Email ID)> is accessing this record. You can only view this record.

Enable Concurrent License Notification

If this check box is selected, the next available analyst forcefully logged in as an End User receives notification when the concurrent license is available. A Concurrent Analyst logs in as an End User when all the Concurrent Licenses are in use.

Enable Global Tenant Configuration

If selected, Administrator can create Global Tenants.

Example: On the PRIORITY page, when Global Tenant is selected, already configured Global Priorities are displayed. These Global Priorities are indicated with globe Icon and configured by the Administrator.

Duplicate Login Pop-up Message

Specify the message to be displayed when two users are trying to access the Application using the same set of credentials (See: Signing In in SummitAI Platform Help). This message is displayed on the DUPLICATE LOGIN pop-up message.

Note: The Administrators can use the default Duplicate Login message or can customize the message as per the organization's policies.

Enable Online Translation

Select this check box to enable Language Translation (see Language Translation) in the SummitAI application. If selected, the Language icon is displayed on the Quick Actions bar of the Application (see: Describing the User Interface).

Online Translation Integration Script

This field appears when the Enable Online Translation check box is enabled.

On clicking the help icon, a pop-up window appears with the Script template and an example for your reference.

To enter a script of your choice, write the header Integration Script in the Header Script field and body Integration Script in the Body Script field.

For information about Language Translation, see Language Translation.

Enable End User Dashboard Tabs for Themes

Enable the Enable End User Dashboard Tabs for Themes checkbox to make the Tenant Based Self Service Portal feature available to the users. End Users can select the tabs on the End User Dashboard page. For more information, see Configuring Themes.

Restrict Address Book and CC users based on the Logged in User’s Customer

Select this checkbox to restrict the display the list of customers based on the logged in user’s customer. The logged in user will be able to view the customers belonging to his customers only.

RE-AUTHENTICATION

Re-Authentication Type

Select the method of second level authentication. Available options are as follows:

OTP - If selected, the OTP is sent to the user's registered email address, or the registered mobile number based on the Send OTP via configuration.

Prerequisites:
- SMS Gateway must be configured to send the OTP via SMS.
- SMTP must be configured to send the OTP via email.
- User must have registered mobile number or registered e-mail ID to receive the OTP.
Password - If selected, the user has to do the re-authentication only via their NT login credentials.

Prerequisite:
- Active Directory must be accessible from the Application Server.

Note:

Re-authentication is available for Service Request module while creating a new SR or approving an SR.

Send OTP via

Select the method of receiving OTP. Available options are as follows:

SMS - If selected, the end user will get the OTP via SMS on the registered mobile number.
E-mail - If selected, the end user will get the OTP via e-mail on the registered e-mail ID.

Note:

This option is visible only if Re-Authentication Type is selected as OTP.

OTP expires In

Specify the time in minutes for which the OTP will be valid.

The default OTP Expiry time is 3 minutes.

The minimum OTP Expiry time is 1 minute.

The maximum OTP Expiry time is 15 minutes.

MODULES

INCIDENT MANAGEMENT

User Dashboard Page

Allows to configure the components to display on the USER DASHBOARD page:

Enable SLA: If selected, the RESOLUTION SLA and SLA SUMMARY tiles are displayed. If not selected, the OPEN BY STATUS Pie Chart is displayed instead.
Enable My Entitlements: If selected, the MY ENTITLEMENTS tile is displayed.
Frequently Used Service Catalogs: If selected, the FREQUENTLY USED SERVICE CATALOGS section is displayed.
Quick Incident Logging: If selected, the QUICK INCIDENT LOGGING section is displayed.
Show Log Issue/Request Search: If selected, the Log Issue/Request section is displayed on the DASHBOARD page, where the users can search for a specific keyword and log an Incident or a Service Request.
Disable End User Dashboard Charts : If selected, the Resolution SLA and Response SLA graphs are not displayed.
Enable Feedback: If selected, the FEEDBACK PENDING section is displayed to provide feedback. For more information about the FEEDBACK PENDING section, see End User Dashboard in Service Management.
Disable ‘Looking for an Answer’ Text Box and ‘Knowledge Record’ Section: If selected, the Looking for an Answer search box and KNOWLEDGE RECORDS section are hidden.

Enable Feedback Page Without Authentication

Select the check box to display FEEDBACK pop-up page without logging into the application. This is applicable only for forms login. This works when the End User clicks on the hyperlink or image in the Incident/ Service Request e-mail notification.

Enable Information Ticker On Incident List

Select the check box to display the Information Ticker that shows the information about Incidents on the INCIDENT LIST page. For more information about the INCIDENT LIST page, see Service Management.

Enable IVR Mode on Log Incident and New Service Request for User

If selected, the following actions take place:

Contact Number Exists in SummitAI
When a User calls up the Support from a registered contact number, the Analyst is directed to the log new Incident page with the user details auto-populated fields. The recent Incidents and Service Requests logged by the User is also displayed. It also has an option to create Service Requests from the pop-up page.
Contact Number Not Registered Users
When a User calls up the Support from a contact number that does not exist in the SummitAI application, the Analyst is directed to the log new Incident page where the Analyst can create a new User and map the user while logging an Incident for the User.

Note: This works in the same way for Service Requests.

For more information, click here.

Caller Contact Number Attribute ID

Select the applicable attribute that is to be mapped with the IVR systems of the Organization. The attribute list is configured under the CUSTOM TAB of the NEW USER DETAILS page. For more information, see Adding Users.

Caller Contact Number Attribute Name

Type in the Attribute name for the selected Attribute ID.

Unique Call ID Name

Type in the Unique Caller ID name that you want to include in the query string.

Allow Different Tenants for Incident and Work Order

Select this check box to allow selection of different Tenants while creating Work Orders for Incident.

Display User Communication details of the Analyst in E-mail Notifications for Incident Management

Select this check box to display the User Communication details of the Analyst in the e-mail notification.

Note: The key *IM_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

Display User Communication details of the End User in E-mail Notifications for Incident Management

Select this check box to display the User Communication details of the End User in the e-mail notification.

Note: The key *IM_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

View Other Workgroup Incidents check box

Select this check box to allow Analysts to view the Incidents of other Workgroups .

Default (Tenant Configuration): If selected, the user can view the Incident(s) of other workgroups for the Tenant which is configured as default. .
Enable: If selected, the View Other Workgroup Incidents check box on the Filters pop-up of INCIDENT LIST page is enabled.
Disable: If selected, the View Other Workgroup Incidents check box is disabled.

Device-wise Attribute Name for Incidents

Specify the Attribute name (Serial Number, Asset code etc.) based on which the data should be populated in the INCIDENT BY DEVICE REPORT.

WORK ORDER

Allow Workgroup Change

If the check box is selected, the Workgroup can be changed for the Incident.

SERVICE REQUEST

Allow Different Tenants for Request and Work Order

Select this check box to allow selection of different Tenants while creating Work Orders for Service Request.

Include SR Details in the SR E-mail

Select this check box to display the Custom Attributes configured in the Catalog in the End User SR notification e-mails.

Note:

The *SERVICEREQUEST_DETAILS* tag must be included in the NOTIFICATION TEMPLATE page to display the Custom Attributes configured in the Catalog at the End User SR notification e-mails body.
The *CUSTOMATTRIBUTE* tag must be included in the NOTIFICATION TEMPLATE page to display the Service Request Custom Attributes. If included, the Custom Fields configured in the Service Request displayed in the SR notification e-mails body.

Display User Communication details in E-mail Notifications for Service Request Management

Select this check box to display the User Communication details in the e-mail notification.

Note: The key *SR_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

View Other Workgroup Requests Check Box

Select this check box to allow Analysts to view the Service Requests of other Workgroups.

Default (Tenant Configuration): If selected, the user can view the Service Request(s) of other workgroups for the Tenant which is configured as default .
Enable: If selected, the View Other Workgroup Incidents check box on the Filters pop-up of SERVICE REQUEST LIST page is enabled.
Disable: If selected, the View Other Workgroup SRs check box is disabled.

Enable E-Procurement URL

Select the check box and enter the E-procurement URL on the corresponding field to enable the E-procurement module for the application.

Service Catalog/ Service Category Tile Color

Specify the color code (in HEX) to set the tile color for all the Service Catalogs and Service Categories.

ASSET MANAGEMENT

My Asset Page

Allows to configure the components to display on MY ASSET LIST page:

Enable Accept: Select the check box to display Accept option on the MY ASSET LIST page.
Enable Reject: Select the check box to display Reject option on the MY ASSET LIST page.
Enable Return: Select the check box to display Return option on the MY ASSET LIST page.
Disable Asset Details Information: Select the check box to disable the basic information of the Assets, such as Allocated Type, Allocated Date, Status, and Status.
Enable Custom Columns: Select the check box to display the Custom Fields.

CHANGE MANAGEMENT

Customer Label Name

Specify the label name for Customers in the Change Management module.

KNOWLEDGE MANAGEMENT

Access to Retired Status Knowledge Records

Based on the selection of the check boxes, you can define the Role who can retire the Knowledge Records.

MENU SETTINGS

Show Only Icons on Menu Bar

If selected, only icons are displayed on the menu bar. The users need to re-login to the application to see the change.

USER PROFILE DISPLAY

Incident Management

Select the pages for which the user profile information should be displayed: Log Incident Page, My Incident Page, and Incident Details Page/ Log Incident For User.

Service Request Management

Select the pages for which the user profile information should be displayed: Log Service Request Page, My Service Request Page, Approve Service Request Page, and SR Details Page.

Fields

Select the fields that should be displayed in the user profile for both the Incident Management and Service Request Management modules. You can also specify a label name for the field to be displayed.

AUDIT LOG - E-MAIL NOTIFICATION CONFIGURATION

Select

Select the check box against the Module Name for which you want to send e-mail notifications when a field value is changed on the Configuration page.

Module Name

Displays the Names of the Modules available in the SUMMIT application.

E-mail ID

Configure the e-mail recipients for the modules to whom you want to send e-mail notifications when a field value is changed in the Configuration pages of a specific module.

REMOTE DESKTOP SHARING

Enable Basic Remote Desktop Sharing

If you want to enable the Basic Remote Desktop Sharing (free version) in the SUMMIT application, select the check box.

Enable Advanced Remote Desktop Sharing

If you want to enable the Advanced Remote Desktop Sharing (paid version) in the SUMMIT application, select the check box.

Hosted On

Select the type of SummitAI application installation type for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud.

RDP Type

Select the RDP type. Available options are as follows:

Microsoft Teams - Select it to establish the Remote Desktop Sharing using MS Teams.
Screen Connect - Select it to establish the Remote Desktop Sharing using Screen Connect.
Webex - Select it to establish the Remote Desktop Sharing using Webex.
Note

Ensure that the job Update Webex Recording For Tickets (IM and SR) is scheduled in the Custom Scheduler to synchronize the Webex meeting recordings with Summit.
TeamViewer - Select it to establish the Remote Desktop Sharing using TeamViewer.

Configuration Name

Specify the unique configuration name for the selected RDP session to identify it in the system later.

Advanced Remote Desktop Sharing URL

Type in the Remote Desktop Sharing URL.

Tenant ID

Specify the Tenant ID.

Client ID

Specify the Client ID.

Secrete Key

Specify the Secrete Key.

Capture Meeting Details

Enable it to if the meeting details has to be captured.

Code

Specify the code.

Integrated Redirect URL

This field is visible if RDP Type is selected as Webex.

Specify the integrated Redirect URL which has been integrated at Webex portal while creating the App. For more information, refer to Prerequisites.

Token

This field is visible if RDP Type is selected as TeamViewer.

Specify the token which has been created. For more information, refer to Prerequisites.

Is Default

Select this checkbox to make the selected RDP configuration as default configuration.

Active

Select this checkbox to make the selected RDP configuration as active.

Capture Audit Log

Select this checkbox to capture the Audit Log of the selected RDP configuration under Audit Log hyperlink (Remote Desktop Sharing > Session History > Advanced).

URL Display Name

Type in the Display name for the URL.

User Name

Type in the User Name.

Password

Type in the Password.

Confirm Password

Re-enter the password to confirm.

USER SEARCH TILE

Enable User Search Tile

Select the check box to display the configured details on the User Search Tile.

Display Mode

Select the required option from the drop-down list

On Hover: If selected, the configured details are displayed when the cursor is hovered over a user name in the user control.
On Page: If Selected, the configured details are displayed on the page.

Fields

Select the fields that should be displayed in the user search tile. You can also specify a label name for the field to be displayed.

For more information about Licensing, see SummitAI Service Management Licensing.

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