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SummitAI Service Management Help

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titleIncident Management

Incident Management

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titleConcepts

Audit Flow

Audit Log

Auto Complete Assistance

Customer Satisfaction Survey (CSAT)

First Call Resolution (FCR)

Incident Vs. Problem

Incident Status

Major Incidents

Monitoring SLA

Parent and Child Incidents

Parent and Child Relationship

Remote Desktop

Response Time Vs. Resolution Time

SLA, OLA, and UC

Templates and Rules

Work Orders

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titleEnd Users

End Users

End User Dashboard

Logging Incidents

Viewing My Incidents List

Viewing/Updating My Incidents

Chatting with Analysts

Survey

Logging Incident for an Asset

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titleAnalysts

Analyst Dashboard

Logging Incidents for Users

Viewing and Updating My Workgroup Incidents

Viewing and Updating Incident Details

Sending E-mails

Remote Desktop Sharing

Feedback Moderation

Managing My Incidents

Work Orders

Creating Work Orders

Viewing and Updating Work Orders

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titleAdministrators

Administrators

Configuring Incident Management Module

Configuring Custom Fields for Incident Management

Configuring Category

Configuring Closure Codes

Configuring Classification

Configuring Priority

Configuring Impact

Configuring Urgency

Configuring SLA Matrix

Configuring SLA Matrix By CI

Configuring Resolution Codes

Configuring ETR E-mail Notifications

Configuring Incident E-mail Notifications

Configuring Auto Work Orders

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents

Configuring Cost

Configuring Rules

Configuring Information Ticker

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page

Mapping Standard Operational Procedures

Configuring Feedback

Configuring End User Incident Details Page

Configuring Incident Evaluator

TFS-SUMMIT Integration

Configuring TFS Project

Configuring Work Item Fields

Mapping Field Values

Configuring Mapping Profile

Configuring TFS Profile Mapping

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titleReports

Viewing Reports

What is a Mapping Profile?

A Mapping Profile is created to configure the update mode for the mapped fields.

To configure a Mapping Profile:

  1. Click Incident > Configuration > TFS > Configure Mapping Profile. On the CONFIG. MAPPING PROFILE List page click ADD NEW.
  2. On the CONFIG. MAPPING PROFILE page, enter the required information and click SUBMIT. For more information about the fields on the CONFIG. MAPPING PROFILE page, see Field Description.

CONFIG. MAPPING PROFILE page

Figure: CONFIG. MAPPING PROFILE page

Field Description

The following table describes the fields on the CONFIG. MAPPING PROFILE page:

Field

Description

Profile Name

Type in the Profile Name

Tenant

Select the Tenant in the drop-down list.

Work Item Type

Select the Work Item Type in the drop-down list.

Incident Fields

All the Incident Fields are listed in the drop-down list. Select the required field name.

Work Item Fields

All the created Work Item fields are listed in the drop-down list. Select the required field name to be mapped to Incident Field.

Update Mode

Select the required option in the drop-down list:

  • Both: If selected, any modification in the field values of the mapped Incident or Work Item field will be updated both in Incident Management and TFS.
  • Web-TFS: If selected, only the modification in Incident Field will be updated in mapped Work Item field of TFS and not vice-versa.
  • TFS-Web: If selected, only the modification in the Work Item Field of TFS will be updated in the Incident Field and not vice-versa.

Default value

Enter the default value for the field and click  to add selected fields along with the update mode.

Active

Select the check box to activate the Profile.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CONFIG. MAPPING PROFILE page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Mapping Profile for the selected Tenant.


  • To edit a Mapping Profile, click the Profile link. Make appropriate changes and click SUBMIT.
  • To display the inactive Mapping Profile, click the Include Inactive check box.
Note
titleNote:

When the Mapping Profiles are displayed under the LIST table, the button ADD NEW is displayed on the ACTIONS panel.

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