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SummitAI Service Management Help

Panel

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title	Incident Management

Incident Management 1

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title	Concepts

Auto Complete Assistance

Customer Satisfaction Survey (CSAT)

First Call Resolution (FCR)

Incident Vs. Problem

Incident Status

Major Incidents

Parent and Child Incidents

Parent and Child Relationship

Response Time Vs. Resolution Time

SLA, OLA, and UC

Templates and Rules

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title	End Users

End User Dashboard

Logging Incidents

Viewing My Incidents List

Viewing/Updating My Incidents

Chatting with Analysts

Logging Incident for an Asset

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title	Analysts

Analyst Dashboard

Logging Incidents for Users 1

Viewing and Updating My Workgroup Incidents 1

Viewing and Updating Incident Details 1

Sending E-mails 1

Remote Desktop Sharing 1

Feedback Moderation 1

Managing My Incidents 1

Creating Work Orders

Viewing and Updating Work Orders 1

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title	Administrators

Configuring Incident Management Module 1

Configuring Custom Fields for Incident Management 1

Configuring Category Incident Management 1

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 1

Configuring Incident E-mail Notifications 1

Configuring Auto Work Orders 1

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons 1

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents 1

Configuring Cost

Configuring Rules

Configuring Information Ticker 1

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page 1

Mapping Standard Operational Procedures

Configuring Feedback 1

Configuring End User Incident Details Page 1

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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title	Reports

Viewing Reports

Report Description

The Incident and Service Request Monthly Trend report is a graphical report that displays the number of Incidents and Service Requests (SRs) logged for a specified period of time.
Figure: Incident and Service Request Monthly Trend page

You can click IM to view the report only for Incidents and SR to view the report only for SRs. If both IM and SR are selected, the report is displayed for both Incidents and SRs.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the Incident and Service Request Monthly Trend page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records on the Incident and Service Request Monthly Trend page.

FILTERS pop up
Figure: FILTERS pop up

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