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SummitAI Service Management Help

url

http://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management
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title Service Request Management
Service Request Management
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title Concepts
Service Request Status
Response Time Vs. Resolution Time
Service Entitlement
SLA, OLA, and UC
Work Orders
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title End Users
End Users
End User Dashboard
Viewing My Service Requests (SRs) List
My Entitlements
Logging Service Requests
Viewing/Updating My Service Requests (SRs)
Approving Service Requests
Viewing and Updating My Cart Items
CSAT Survey
Logging Service Requests without Catalog
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title Analysts
Analysts
Logging Service Requests for Users
Viewing Updating My Workgroup Service Requests
Viewing/Updating Service Request Details
Viewing Service Request History
Managing My Service Requests (SRs)
Creating/Updating Views
Feedback Moderation
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title Administrators
Configuring Service Request Management Module
Configuring Custom Fields _SRM
Configuring Classification
Configuring Closure Codes
Configuring Checklist
Configuring Resolution Codes
Configuring Pending Reasons
Configuring Work Order- Catalog Mapping
Configuring Impact
Configuring Priority
Configuring Priority Matrix
Configuring Workgroup SLA Window
Configuring SLA Service Windows
Configuring SLA Matrix
Configuring Urgency
Configuring User Types
Copying Data from Incident Management
Configuring Information Ticker
Configuring Approver Reminder
Configuring End User SR Details Page
Configuring Feedback
Configuring Catalog Approvers
Configuring SR E-mail Notifications
Configuring SR SMS Notifications
Recertifications
Configuring Application
Mapping Application to User
Configuring Recertification Period
Recertification Review
Configuring Feedback Questions
Configuring Feedback Questions in Different Languages
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title Reports
Viewing Reports

If you are a Manager or above in your organization, you may need to approve your reportees’ Service Requests (SRs). If any user has delegated the approval role to you, you can also approve that user's SRs (see: Delegating Role).

To approve or reject Service Request(s):

Select Request > User > Approve Service Requests.
On the APPROVE SERVICE REQUEST page, a list of SRs awaiting your approval is displayed under LIST table.

Figure: APPROVE SERVICE REQUESTS page (Tile view)

Figure: APPROVE SERVICE REQUESTS page (Tabular view)
Click the SR ID of the Service Request you want to approve or reject. On the APPROVE SERVICE REQUEST page, click APPROVE SERVICE REQUEST icon on the ACTIONS panel.

Figure: APPROVE SERVICE REQUEST page
On the APPROVE SERVICE REQUEST pop-up page, select the approval status from the list as Approved, Rejected, Refer Back, Forward To, or On Hold. Specify your remarks and click SUBMIT.

Figure: APPROVE SERVICE REQUEST pop-up page

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the APPROVE SERVICE REQUEST page.

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title	SEND E-MAIL

Click SEND E-MAIL to send e-mails to the Caller.

Figure: SEND E-MAIL pop-up page

The following table describes the fields on the SEND E-MAIL pop-up page:

Field	Description
Select Recipient	Allows the users to select listed recipients. Select the check box of the required recipient and click ADD TO to add it to the To list and click ADD CC to add it to CC list.
To List	Displays the list of users added to the To list.
CC List	Displays the list of users added to the CC list.
Subject	Type in the subject of the e-mail.
Body	Type in the body of the e-mail. Note: Use the menu options provided to format your text. You can also add/remove links in the body.

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title	CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Service Request, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Service Request.

Figure: CHANGE HISTORY pop-up page

The following table describes the field on the CHANGE HISTORY page:

Field	Description
Column Name	Displays the type of modification on the Service Request.
Change Date	Displays the latest date and time at which the Service Request details was changed.
Changed By	Displays the name of the person who has changed or edited the Service Request details.
Old Value	Displays the old value of the field and is changed to a new value.
New Value	Displays the current value of the field.
Mail History	Displays the mail history details of the Service Request. Click the link More to view complete conversation details occurred between the User and the Analyst.

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title	CHAT HISTORY

Click CHAT HISTORY to view the chat details related to the SR. The CHAT HISTORY pop-up page displays the details.

Figure: CHAT HISTORY pop-up page

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title	SUPPORT DOCUMENT

Click SUPPORT DOCUMENT to view the attached supporting document for the SR in the SUPPORT DOCUMENT pop-up page.

SUPPORT DOCUMENT
Figure: SUPPORT DOCUMENT pop-up page

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title	PRINT

Click PRINT to take a print of the SR details.

PRINT
Figure: Print pop-up page

Configure Columns

See: Personalizing Pages.

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truenoneRelease Noteshttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+Notes

truenoneInstallation Guide http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+Guide

truenoneOther Documents http://summitconfluence.symphonysummit.com:8090/display/PD/Other+Documents

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Versions Compared

Old Version 2

New Version 3

Key

SummitAI Service Management Help

To approve or reject Service Request(s):

ACTIONS

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