SummitAI Service Management Help
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What are Auto-Created Problem Records?
You can configure the conditions based on which Problem Records (PRs) can be created automatically by the application. For example, you can configure values for the number of Incidents, Category, Classification, Source, and so on to define a condition that will automatically trigger the application to create PRs.
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All old configuration of the Auto Problem Record creation will be deleted post Denali SP1 upgrade. Hence, the Administrator needs to do configurations based on CONDITION and TARGET fields again. |
To configure auto-creation of PRs:
- Click Problem > Configuration > Auto Creation Settings.
- On the AUTO CREATION SETTINGS page, click ADD NEW on the ACTIONS panel.
- Select the Tenant and specify the fields under the GENERAL, CONDITION, and TARGET sections. For information about the fields on the AUTO CREATION SETTINGS page, see Field Description.
- Click SUBMIT. The auto-create configuration is configured for the selected Tenant.
Figure: AUTO CREATION SETTINGS page
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The following table describes the fields on the AUTO CREATION SETTINGS page:
Field | Description |
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GENERAL | |
Configuration Name | Select the Auto Creation Setting name. |
Active | Indicates the status set for an Auto Creation Setting.
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CONDITION The user must specify at least a value for Workgroup, Classification, Category, or Priority. | |
| Workgroup | Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement. |
| Classification | Type in a Classification name and select the Classification from the search results. You can select multiple Classifications based on the requirement. |
| Category | Type in a Category name and select the Category from the search results. You can select multiple Categories based on the requirement. |
| Priority | Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement. |
| Closed Code | Select the Closed Code of the Incident. |
| Configuration Items | Select the Configuration Items from drop-down list. |
| Consider Incidents in Last (Days) | Specify the days for the auto-creation of Problem Record. Only those Incidents are considered that were raised within the specified days. |
| Minimum No. of Incidents Matching Above Criteria | Specify the minimum no. of Incidents matching above criteria. |
| Resolved Incidents | Select this check box if only resolved incidents are to be considered for auto-creation of Problem Record . |
TARGET | |
Source | Select the Source of the Problem Record. |
| Caller | Type in and select the Caller for the Problem Record. Note:
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| Workgroup | Select the Workgroup from drop-down list. Note:
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| Classification | Select the Classification from the drop-down list for the Problem Record. |
| Category | Select the Category from the drop-down list for the Problem Record. |
| Impact | Select the Impact from the drop-down list for the Problem Record. |
| Urgency | Select the Urgency from the drop-down list for the Problem Record. |
| Priority | Select the Priority from the drop-down list for the Problem Record. |
| Risk | Select the Risk from the drop-down list for the Problem Record. |
| Problem Record type | Select the Problem Record Type as Proactive or Reactive from the drop-down list. |
| Symptom | Specify the Symptoms for the Problem Record. |
| Description | Specify the Description for the Problem Record. |
Additional Users | Specify the Additional Users for the Problem Record.
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Example: Auto PR Creation Setting
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ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the AUTO CREATION SETTINGS page.
FILTERS
Click FILTERS and specify the filter criteria to view the particular set of Auto Creation Settings. For information about the fields on the FILTERS pop-up page, see Field Description.
Figure: FILTERS pop-up page
SHOW LIST
Click SHOW LIST to display the LIST table showing all the auto create PR configurations for the selected Tenant.
Figure: AUTO CREATION SETTINGS page: List of Auto Create PR configurations
- To edit a particular configuration, click the Source. Make appropriate changes and click SUBMIT.
- To view the inactive configuration, click the Include Inactive check box.
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When the configuration values are displayed under the LIST table, the following actions are displayed on the ACTIONS panel.
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