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titleGeneral

About SummitAI IT Management Suite

Signing In

Describing the User Interface

Alerts and Approvals

Viewing and Updating Your Profile Details

Global Search

Personalizing Pages

Forgot Password

Logging Out

Delegating Role

Signing In As Another User

Switching Tenant

Searching Users

Help File Conventions

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titleConcepts

Document Repository

Global Tenant

Multi-tenancy

Concurrent License Allocation

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titleAdministrators
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titleBasic
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titleUsers

Adding Users

Viewing User List

Configuring Role Templates

Role Template Menu Configuration_GM

Role Template Other Configuration

Configuring Custom Tabs

Resigned Approver List

Viewing Switch User List

Configuring Switch User

Importing User Details Using Excel

Importing User Details from DB

Importing Active Directory User Details

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titleInfrastructure
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titleTheme Configuration

Configuring Themes

Previewing and Editing Themes

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titleSSO Configuration

SSO Configuration Wizard

SSO Configurations: Forms

SSO Configuration : SAML

SSO Configuration: OAuth

SSO Configurations: Proxy

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titleForm Builder

Form Builder

Custom Fields

Configuring Custom Fields for Customers

Configuring Custom Fields for Users

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titleCommon Masters

Configuring Common Master Types

Configuring Common Masters

Configuring Geographic Location

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titleWidgets

Configuring Widgets

Configuring Widget Tabs

Configuring Widget Reports

Configuring Widget Report Access

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titleExport/Import

Importing Configurations by Template

Exporting Configurations by File

Importing Configurations by File

Configuring Tenant

Configuring Dashboards

Configuring Domain

Configuring Application Settings

Importing Master Template

Configuring Analysts

Mapping Language Translation

Configuring Workgroups

Report Builder

Configuring Custom Scheduler

Archiving Data

Configuring Periodic Survey

Configuring Simple Mail Transfer Protocol

Configuring Web Services

External Web Service Mapping

Proxy View Admin

Viewing Proxy Server Details

Configuring VLAN

Mapping VLAN to Proxy

Configuring Digital Signature

Configuring ServiceNow

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titleWorkflow

Configuring SR Approval Workflow

Configuring CR Approval Workflow

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titleCustomers

Adding Customers

Viewing Customer List

Configuring Customer SLA Matrix

Configuring Custom Tabs for Customers

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titleVendors

Adding Vendors

Viewing Vendor List

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titleAdvanced
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titleDiscovery and Monitoring

Configuring Vendor MIBs

Discovery Configuration

Configuring Monitoring Accounts

Configuring Scripts

Configuring Scripts Based Monitoring

Configuring SNMP MIB

Configuring SNMP Based Monitoring

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titleDocuments

Configuring Standard Operating Procedures

Viewing Documents

Uploading Documents

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titleNotifications

E-mail Parsing

Configuring Mailbox

Configuring Templates for Free-Form E-Mail Type

Configuring Templates for Line E-mail Type

Configuring Notification Parser

Configuring Notification Templates

Configuring SMS Gateway

Configuring Voice Call Gateway

Configuring Bulletins

Configuring Alerts

Adding Master Configuration

Configuring Conference Call

Configuring Push Notifications

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titleCompliance

Configuring Compliance Profiles

Allocating Compliance Profiles

Agent Contact Information

Viewing Modifying Profile Configuration

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titleProductivity

Configuring Skills

Configuring Skill Category

Configuring Core Competency

Adding Holidays

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titleShift Management

Configuring Shifts

Allocating Shifts

Viewing Shift Roster

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titleEscalations

Configuring Auto Escalations

Configuring Manual Escalations

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titleLicense

License Usage

License Acceptance

License Monitoring

Allocating Concurrent License

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titleGDPR

GDPR

Configuring GDPR

Guide Me

Expand
titlePassword Management

Password Management

Configuring Administrator

Configuring Security Questions

Mapping Security Questions

Configuring Keyword Message

Managing User Account

Configuring Password Expiry

Password E-mail Audit Log

Creating AD Property

User Registration Details Report

Status Details Report

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titleReports and Dashboards

Viewing Reports

Creating Instant ReportsCreating New Reports_Gen

Creating New Dashboards

Creating New Advanced Reports

Discovery Scan Error Report

Summit Audit Log for Login Accounts

SUMMIT Configuration Audit Report

Survey Report

License Trend Report

GDPR Status Report

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titleOthers

Tenant Department Customer

Configuring Auto Escalation for Incident By SLA

Configuring Auto Escalation for Incident By Time

Configuring Auto Escalation for SR by Time

Configuring Auto Escalation for SR by SLA

Configuring Mailbox

Proxy View

Configuring Vendor MIBs

Summit Audit Log for Login Accounts

Scripting

An Analyst is the Single Point of Contact between End Users and the IT Service Management of the organization. The Analyst is the first contact in an organization for any and all IT questions.

To configure Analysts:

  1. Select Admin> Basic > Infrastructure > Analyst.
  2. On the ANALYST page, select the Tenant, select the appropriate option from the Configure drop-down list, and type in the details in the CONFIGURE BY ANALYST/CONFIGURE BY WORKGROUP section. For information about the fields on the ANALYST page, see Field Description.
  3. Click SUBMIT. A new Analyst is configured.

    ANALYST page - Configure By Analyst
    Figure:  ANALYST page - Configure By Analyst

    ANALYST page - Configure By Workgroup
    Figure: ANALYST page - Configure By Workgroup

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Field Description
Field Description
Field Description

The following table describes the fields on the ANALYST page:

Field

Description

DETAILS

Configure

  • Select By Workgroup to configure Analysts by Workgroup.
  • Select By Analyst to configure Analysts by Analyst name.

CONFIGURE BY WORKGROUP

Workgroup

Select a Workgroup to which you want to associate the Analyst from the list. This option is available if you selected By Workgroup value in the Configure list.

Edition

Select an Edition from the drop-down list.

Attribute

Select an Attribute from the drop-down list.

Analyst

Type in the name of the Analyst you want to configure. You can also use the Search icon to search for an analyst.

CONFIGURE BY ANALYST

Edition

Select an Edition from the drop-down list.

Attribute

Select an Attribute from the drop-down list.

Select the Analyst

Type in the name of the Analyst you want to configure. You can also use the Search icon to search for analysts.

Allow this Analyst to edit all Incidents

Select the check box to allow the selected Analyst to edit all Incidents irrespective of the configured Workgroup access of the Analyst.

Allow the Analyst to edit all Service Requests

Select the check box to allow the selected Analyst to edit all Service Requests irrespective of the configured Workgroup access of the Analyst.




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