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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 configure Catalog Approvers for Workgroups who can approve the Services Requests (SRs) raised by the End Users.

To configure Approvers:

  1. Select Admin > Modules > Service Catalog > Approver.
  2. On the CATALOG APPROVER page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and a Workgroup. Type in the name of the Approver in the Approver text box or search for an Approver (see: Searching Users). If you select the Active check box, the Approver becomes an available option in the Approvers list on the other pages of the application.
  4. Click SUBMIT.  A new Approver is configured.

    CATALOG APPROVER page
    Figure: CATALOG APPROVER page

ACTIONS

This section explains all the icons on the ACTIONS panel of the CATALOG APPROVER page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Catalog Approvers configured for the selected Tenant.

CATALOG APPROVER page
Figure: CATALOG APPROVER page: List of approvers

  • To edit details of a Catalog Approver, click the Workgroup. Make appropriate changes and click SUBMIT.
  • To display the inactive Catalog Approvers, click the Include Inactive check box.

Note
titleNote:

When the Catalog Approvers are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Catalog Approver.

 

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