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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 Incident Management

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

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What is Workgroup SLA Window?

The Workgroup SLA Window defines the business hours of a Workgroup. Based on the SLA values, the Resolution and Response deadline values are calculated for an Analyst to respond and resolve the Incidents. You can configure the SLA Window for Incidents of a Workgroup for a Tenant.

To configure Workgroup SLA Window:

  1. Select Incident > Configuration > SLA Configurations > Workgroup SLA Window.
  2. On the WORKGROUP SLA WINDOW page, select the Tenant and type in the new Workgroup SLA Window details. For information about the fields on the  WORKGROUP SLA WINDOW page, see Field Description.
  3. Click SUBMIT. A new Workgroup SLA Window is configured.

WORKGROUP SLA WINDOW page
Figure: WORKGROUP SLA WINDOW page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the WORKGROUP SLA WINDOW page:

Field

Description

DETAILS

Workgroup

Select a Workgroup from the list.

Priority

Select a Priority from the list.

Available SLA Windows

Lists the available SLA Windows. Examples:

  • 24/7 Support: Indicates that the support is available for “24 hours a day, 7 days a week”, usually referring to a service available at all times without any interruption.
  • 24/5 Support: Indicates that the support is available for “24 hours a day, 5 days a week”.
  • 12/5 Support: Indicates that the support is available for “12 hours a day, 5 days a week”.
  • Select one or more SLA options that you want to configure for the Workgroup and click the  icon to move to the Restricted SLA Windows list. For more information about configuring different SLA Windows, see Configuring SLA Service Windows.

Restrict SLA Windows

Lists the restricted SLA Windows for a Workgroup. To remove any SLA windows from the Restricted SLA Windows list, click the icon.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORKGROUP SLA WINDOW page.

IMPORT

Click IMPORT to update or create multiple Workgroup SLA Window Configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the WORKGROUP SLA WINDOW page (See: Importing Master Template in SummitAI Platform Online Help).



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