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SummitAI Service Management Help

url

http://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management
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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

Report Description

SLA by Business Unit report displays the SLA report Priority-wise for each customer (you can also specify the Workgroups) for the time period you specified (and Tenant you selected). Under the Resolution tab, the Resolution SLA data is displayed. Under the Response tab, the Response SLA data is displayed.

The graph shows the SLA summary Business Unit-wise. The table shows the SLA summary Priority-wise for Business Units.

SLA by Business Unit
Figure: SLA by Business Unit 

On the table, click the SR count hyperlink to view the list of SRs for the selected Business Unit, Priority, and SLA status. On the TICKET LIST pop-up page, click the SR ID to view the SR details. For information about viewing reports, see Viewing Reports.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SR SLA BY BUSINESS UNIT REPORT page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the SLA BY BUSINESS UNIT REPORT.


Figure: Report: FILTERS pop-up window

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+Documents1

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