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title<< Service Management Help
urlhttp://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management

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titleIncident Management

Incident Management

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titleConcepts

Audit Flow_IM

Audit Log

Auto Complete Assistance_IM

Customer Satisfaction Survey (CSAT)_IM

First Call Resolution (FCR)_IM

Incident Vs. Problem

Incident Status_IM

Major Incidents_IM

Monitoring SLA_IM

Parent and Child Incidents IM

Parent and Child Relationship IM

Remote Desktop IM

Response Time Vs. Resolution Time IM

SLA, OLA, and UC IM

Templates and Rules IM

Work Orders IM

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titleEnd Users

End Users

End User Dashboard_IM

Logging Incidents_IM

Viewing My Incidents List_IM

Viewing Updating My Incidents_IM

Chatting with Analysts_IM

CSAT Survey

Logging Incident for an Asset_IM

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titleAnalysts

Analyst Dashboard_IM

Logging Incidents for Users

Viewing and Updating My Workgroup Incidents

Viewing and Updating Incident Details

Sending E-mails

Remote Desktop Sharing

Feedback Moderation

Managing My Incidents

Work Orders

Creating Work Orders_IM

Viewing and Updating Work Orders

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titleAdministrators

Administrators IM

Configuring Incident Management Module

Configuring Custom Fields for Incident Management

Configuring Category Incident Management

Configuring Closure Codes IM

Configuring Classification IM

Configuring Priority_IM

Configuring Impact IM

Configuring Urgency_IM

Configuring SLA Matrix IM

Configuring SLA Matrix By CI IM

Configuring Resolution Codes IM

Configuring ETR E-mail Notifications

Configuring Incident E-mail Notifications

Configuring Auto Work Orders

Configuring SLA Service Windows IM

Configuring Workgroup SLA Window_IM

Configuring Pending Reasons

Configuring Priority Matrix IM

Configuring User Types_IM

Configuring Checklist IM

Configuring Major Incidents

Configuring Cost_IM

Configuring Rules IM

Configuring Information Ticker

Configuring SMS Notification_IM

Configuring Voice Call Notifications_IM

Configuring Log Incident Page

Mapping Standard Operational Procedures_IM

Configuring Feedback

Configuring End User Incident Details Page

Configuring Incident Evaluator_IM

TFS-SUMMIT Integration_IM

Configuring TFS Project_IM

Configuring Work Item Fields_IM

Mapping Field Values_IM

Configuring Mapping Profile_IM

Configuring TFS Profile Mapping_IM

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titleReports

Viewing Reports

Report Description

This is a report displaying the incidents Assigned to Workgroup. You can view the total count of incidents assigned to a Workgroup in graph and tubular form.

Figure: ASSIGNED TO WORKGROUP Report

On the graph, click the bar to view the priority-wise distribution of the incidents assigned to the selected workgroup. Click the Export Chart icon to download the graph as JPEG, PNG, SVG vector image, or as PDF document.

On the table, click the incident count hyperlink to view the list of incidents assigned to the selected workgroup. On the INCIDENT LIST pop-up page, click the Incident ID hyperlink to view the incident details. For information about viewing reports, see View Reports.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the ASSIGNED TO WORKGROUP page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the ASSIGNED TO WORKGROUP Report.

Figure: ASSIGNED TO WORKGROUP: FILTERS pop up page

PUSH REPORT

Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.

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truenoneRelease Noteshttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+NotestruenoneInstallation Guide http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+GuidetruenoneOther Documents http://summitconfluence.symphonysummit.com:8090/display/PD/Other+Documents