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SummitAI Service Management Help

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

Problem Management

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titleConcepts

Problem Record Status

Incident Vs Problem

Fishbone Diagram

Root Cause Analysis

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titleAnalysts

Viewing List of Problem Records

Creating Problem Records (PRs)

Approving Problem Records (PRs) and Root Cause Analysis (RCA)

Viewing or Approving Pending Problem Records

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titleAdministrators

Configuring Problem Management Module

Configuring Custom Fields for Problem Management

Configuring Category For Administrators

Configuring Classification For Administrators

Configuring Urgency

Configuring Approvers

Configuring Resolution Codes

Configuring Closure Codes

Configuring Priority Matrix

Configuring Impact For Administrators

Configuring RCA Types

Configuring Priority

Configuring Sources

Configuring Auto Create Problem Records(PRs)

Configuring Reviewer

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titleReports

Viewing Reports

Search

What are Sources?

You can define the Source that has triggered the creation of the Problem Record (PR). You can configure a Source under a Tenant.

To configure Sources:

  1. Select Problem > Configuration > Source.
  2. On the SOURCE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the name of the Source in the Source Name text box, and specify a numeric value in the Sort Order text box. If you select the Active check box, the Source becomes an available option in the Source list on the other pages of the application.
  4. Click SUBMIT. A new Source is configured.

SOURCE page

Figure: SOURCE page

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST showing all the configured Sources for the selected Tenant.

Figure: SOURCE page: List of Sources

  • To edit a Source, select the Source Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Sources, click the Include Inactive check box.
Note
titleNote:

When the configured Sources are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Source.

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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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