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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.

Warning
titleCaution:

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:

  1. Click Problem > Configuration > Auto Creation Settings.
  2. On the AUTO CREATION SETTINGS page, click ADD NEW on the ACTIONS panel.
  3. 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.
  4. Click SUBMIT. The auto-create configuration is configured for the selected Tenant.

 AUTO CREATION SETTINGS page
Figure: AUTO CREATION SETTINGS page

 
Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the AUTO CREATION SETTINGS  page:

Field

Description

GENERAL

Configuration Name

Select the Auto Creation Setting name.

Active

Indicates the status set for an Auto Creation Setting.

  • If selected, PRs are auto-created if the configured conditions are met.
  • If not selected, the configuration becomes inactive and no PR is auto-created even if the configured conditions are met.

CONDITION
Note:

The user must specify at least a value for WorkgroupClassificationCategory, or Priority.

Workgroup

Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement.

ClassificationType in a Classification name and select the Classification from the search results. You can select multiple Classifications based on the requirement.
CategoryType in a Category name and select the Category from the search results. You can select multiple Categories based on the requirement.
PrioritySelect the Priority from the drop-down list. You can select multiple Priorities based on the requirement.
Closed CodeSelect the Closed Code of the Incident.
Configuration ItemsSelect 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 IncidentsSelect 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:

  • The Caller is not mandatory field when Resolved Incidents check box is selected on the CONDITION section.
  • When Resolved Incidents check box is selected on the CONDITION section and Caller is not specified, the Problem Record is logged in the name of the Analyst, who resolved the first Incident.
Workgroup

Select the Workgroup from drop-down list.

Note:

  • The Workgroup field is not mandatory when Resolved Incidents check box is selected on the CONDITION section.
  • When Resolved Incidents check box is selected on the CONDITION section and Workgroup is not selected, the PR will be logged for the first Incident workgroup.
ClassificationSelect the Classification from the drop-down list for the Problem Record.
CategorySelect the Category from the drop-down list for the Problem Record.
ImpactSelect the Impact from the drop-down list for the Problem Record.
UrgencySelect the Urgency from the drop-down list for the Problem Record.
PrioritySelect the Priority from the drop-down list for the Problem Record.
RiskSelect the Risk from the drop-down list for the Problem Record.
Problem Record typeSelect the Problem Record Type as Proactive or Reactive from the drop-down list.
SymptomSpecify the Symptoms for the Problem Record.
DescriptionSpecify the Description for the Problem Record.

Additional Users

Specify the Additional Users for the Problem Record.

  • Type in the user name and click Add Additional Users to add the user to the Additional Users list.
  • Select a user from the Additional Users list and click Remove Additional Users to remove the user from the Additional Users list. 


Example: Auto PR Creation Setting

Expand
titleExample: Auto PR Creation Settings
GENERAL
Configuration NameAUTO PROBLEM RECORD CREATION
ActiveTrue

CONDITION - Incident

Workgroup

Server, Network, Exchange Workgroup

Category

Server, Network, Outlook

Classification

Issue

Priority

P1

CI

CI 123

Minimum No. of Incidents Matching Above Criteria

10

Consider Incidents in Last

5 Days

Resolved Incidents

False

TARGET - Problem Record

Source

Phone

Caller

User

Workgroup

Server

Category

Server

Classification

Issue

Impact

High

Urgency

High

Priority

P1

Risk

High

Problem Record Type

Reactive

Symptom

There is an issue in the server and it needs to be resolved ASAP.

Description

There is an issue in the server and it needs to be resolved ASAP.

Additional Users

Users

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.

FILTERS pop-up page
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.

Note
titleNote:

When the configuration values are displayed under the LIST table, the following actions are displayed on the ACTIONS panel.

  • Click ADD NEW to configure the CONDITION and TARGET fields based on which Problem Record can be created automatically.
  • Click EXPORT TO EXCEL to export the records displayed on this page to a Microsoft Excel Sheet.
  • Click EXPORT ALL to export the all the records to a Microsoft Excel Sheet.
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