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Ui buttoncolorbluenewWindowtruedisplayblocktitle<< Service Management Helpurlhttp://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management

SummitAI Service Management Help

Panel
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titleService Request Management

Service Request Management

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titleConcepts

Service Request Status

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

Work Orders

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titleEnd 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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titleAnalysts

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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titleAdministrators

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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titleReports

Viewing Reports

A Checklist is a list of tasks an Analyst needs to perform at various stages of a Service Request. You can configure the Checklist and specify at what stages of an Incident or SR  the tasks need to be performed. The Checklist is configured for a selected combination of Tenant, Status, Workgroup, and Category.

To configure Checklist:

  1. Select Request > Configuration > Service Request Masters > Checklist.
  2. On the CHECKLIST page, select the Tenant and fill in the required details. For information about the fields on the CHECKLIST page, see Field Description.
  3. Click SUBMIT. A new Checklist is configured.
    CHECKLIST pageImage RemovedImage Added
    Figure: CHECKLIST page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the CHECKLIST page:

Field

Description

DETAILS

Status

Select the status from the list.

Workgroup

Select the Workgroup from the list.

Category

Select the Category from the list.

Catalog

Select the Catalog from the list.

Sequence

Type in the sequence of the tasks in the Checklist.

Task Name

Type in the name of the task.

Task Status

Select the status of task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the task status is mandatory, optional, or not applicable.

Remarks

Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional.
The status of the Remarks indicates if providing remarks is mandatory, optional, or not applicable.

Active

Indicates the status of the Checklist.

  • If selected, the Checklist is enabled for the selected combination of Status, Workgroup, and Category for a Tenant.
  • If not selected, the Checklist becomes an inactive value and is not applicable till made active.

icon

Click the   icon to add a new task.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CHECKLIST page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured checklist for the selected Tenant.
CHECKLIST pageImage RemovedImage Added
Figure: CHECKLIST page

Note
titleNote:

When the Checklists are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Checklist.
  • Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the CHECKLIST page. For more information see Importing Master Template.


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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+

Release Notes | Installation Guide | Other Documents