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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

Impact defines the affect of a Service Request (SR) on the users. You can configure and modify the Impact values for a Tenant.

To configure Impact values:

  1. Select Request > Configuration > SLA Configurations > Impact.
  2. On the IMPACT page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Impact details. For information about the fields on the IMPACT page, see Field Description. If you are configuring Impact for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
  4. Click SUBMIT. A new Impact value is configured.

IMPACT page
Figure: IMPACT page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the IMPACT page:

Field

Description

DETAILS

Impact Name

Type in a name for the Impact.

Sort Order

Type in a numeric value, which indicates the sequence number in which the Impact will be displayed in the Impact list on the configuration pages of the application.

Default

Select this check box to display this Impact value as the default Impact value on the other pages of the application.

Active

Indicates the status of the Impact value.

  • If selected, the Impact value becomes an available option on the other pages of the application.
  • If not selected, the Impact value becomes an inactive value. The inactive Impact values are not displayed in the Impact list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the IMPACT page:

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Impact values configured for the selected Tenant.
IMPACT page
Figure: IMPACT page: List of Impact values

  • To edit an Impact value, click the Impact Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Impact values, click the Include Inactive check box.

Note
titleNote:

When the Impacts 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 Impact.
  • Click IMPORT to update or create multiple Impacts, 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 IMPACT page. For more information see Importing Master Template Gen.

 

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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