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SummitAI Service Management Help

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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

You can view the list of Service Request (SRs) logged for you.

To view the list of Service Requests:

  1. On the USER DASHBOARD page (Dashboard menu), click OPEN REQUESTS under SERVICE REQUEST. Alternatively, select Request > User > My Service Requests.
  2. On the MY SERVICE REQUESTS page, you can view the list of SRs logged for you (Tile view or Tabular view). You can view basic details about SRs, such as SR ID, SR logging date and time, status of the SR, the Workgroup, Approval status, Category, Catalog Item for which SR is logged and so on.

    MY SERVICE REQUESTS (Tile view)
    Figure: MY SERVICE REQUESTS (Tile view)

    MY SERVICE REQUESTS (Tree view)
    Figure: MY SERVICE REQUEST (Tabular  view)

    Note
    titleNote:

    The fields on this page are configurable. You can select the fields you want to be displayed on this page using CONFIGURE COLUMNS icon on the ACTIONS panel of the page.

Extending Service Request Period

You can also extend the Service Request period if required. This option is available to you if the Administrators have configured the Enable Service Validity option (see: SUMMITAI General SummitAI Platform Online Help).

To extend a Service Request period:
  1. On the MY SERVICE REQUESTS page, click  the Extend icon icon  to extend the Service Request period.

    Extend Service Period link
    Figure: Extend Service Period link

  2. An action confirmation message is displayed. Click OK.

    Action Confirmation-Extend Service Period
    Figure: Action Confirmation-Extend Service Period

    Extension of Service Request For page
    Figure: Extension of Service Request For page

  3. Select the required date in the To Date field till which you want to extend the Service. Click SUBMIT.


ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MY SERVICE REQUESTS page.

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titleFILTERS

Filters

Click the Filters icon to specify a particular filter criteria to display the SRs. On clicking the Filters icon, the FILTERS pop-up page is displayed. Specify the filter criteria and click SUBMIT.

FILTERS pop-up page
Figure: FILTERS pop-up page

The following table describes the fields on the FILTERS page:

Field

Description

Tenant

Select the Tenant from the list.

Status

Select the status of the SRs from the list.

Service Request ID

Specify the SR ID range in the From and To fields.

Log Time

Specify the SR log time date range in the From and To fields.

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titleCONFIGURE COLUMNS

Click CONFIGURE COLUMNS to customize the columns on the page, see Personalizing Pages.

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titleNEW SERVICE REQUEST

Click NEW SERVICE REQUEST to create a new Service Request. For more information,see Logging Service Requests (SRs).


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