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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

You can configure and modify the SR E-mail Notifications. Based on the configuration, if a user who belongs to a configured Location,Customer, and Subcustomer logs an SR with the configured Status and Priority, the configured other personals and User Type user are notified.

To configure SR E-mail Notifications:

  1. Select Request>Configuration>Others>E-mail Notification.
  2. On the E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant, Workgroup, Location, Customer, Subcustomer and other required details. For more information about the fields on the E-MAIL  NOTIFICATION page see, Field Description.
  4. Click SUBMIT. A new E-mail Notification is configured.

    E-MAIL NOTIFICATION page
    Figure: E-MAIL NOTIFICATION page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the E-MAIL NOTIFICATION page:

Fields

Description

DETAILS

Workgroup

Select the Workgroup from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected workgroup logs an SR.

Location

Select the Location from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected location logs an SR.

Customer

Select the customer from the list. An e-mail notification is sent to all the configured recipients if the any members of the selected customer logs an SR.

Include Subcustomer

If this check box is selected, the configured recipients are notified when a user who belongs to the respective subcustomer logs an SR.

Active

Indicates the status set for the E-mail configuration.

  • If selected, the e-mail notification configuration becomes active.
  • If not selected, the e-mail notification configuration becomes inactive.

Active

If selected the respective set of configuration for Priority, Status, User Type and other E-mail id become active.

 

If not selected the respective set of configuration becomes inactive.

Status

Select a required status. If this status meets with the status of the newly created SR, an e-mail notification is sent to the specified recipients.

Priority

Select a required priority. If this priority meets with priority of the newly created SR, an e-mail notification is sent to the specified recipients.

User Type

Select the check box to send the e-mail notification about the SR update to specific User Types. If the selected user type logs an SR, then the selected User Type along with the recipients specified under Other E-mail ID field gets notified through e-mail.
 
Note: In order to display the User Type under this column, it needs to be configured on the USER TYPE page. To know more about configuring user type, seeConfiguring User Types.

Other E-mail ID

Specify the e-mail ids of the other personals. The incident update e-mail notification is sent to the other personnel's e-mail id configured here.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the E-MAIL NOTIFICATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the E-mail Notifications configured in the SummitAI application for the selected Tenant.


Figure: E-MAIL NOTIFICATION page: List of E-mail Notifications

  • To edit an E-mail Notification, click the Workgroup Name. Make appropriate changes and click SUBMIT.
  • To display the inactive E-mail Notifications, click the Include Inactive check box.
Note
titleNote:

When the configured E-mail Notifications 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 E-mail Notification.
  • Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the E-MAIL NOTIFICATION page. For more information, see Importing Master Template.


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