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SummitAI Service Management Help

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title	Incident Management

Incident Management

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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

Viewing and Updating My Workgroup Incidents

Viewing and Updating Incident Details

Sending E-mails

Remote Desktop Sharing

Feedback Moderation

Managing My Incidents

Creating Work Orders

Viewing and Updating Work Orders

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title	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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title	Reports

Viewing Reports

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What is Impact?

Impact defines the effect of an Incident on the users (how many users). You can configure and modify the Impact values for a Tenant.

To configure Impact values:

Select Incident > Configuration > SLA Configurations > Impact.
On the IMPACT page, click ADD NEW on the ACTIONS panel.
Select the Tenant and type in the new Impact details. For information about the fields on the IMPACT page, see Field Description.
Click SUBMIT. A new Impact value is configured.

Figure: IMPACT page

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Field Description
Field Description
Field Description

The following table describes the fields on the IMPACT page:

Field	Description
DETAILS
Impact Name	Type in a name for the Impact.
Sort Order	Type in a numeric value, which indicates the sequence number in which the Impact will be displayed in the Impact list on the configuration pages of the application.
Default	Select this check box to display this Impact value as the default Impact value on the other pages of the application.
Active	Indicates the status of the Impact value. If selected, the Impact value becomes an available option on the other pages of the application. If not selected, the Impact value becomes an inactive value. The inactive Impact values are not displayed in the Impact list on the other pages of the application.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Impact values configured for the selected Tenant.

IMPACT page: List of Impact values

Figure: IMPACT page: List of Impact values

To edit an Impact value, click the Impact Name. Make appropriate changes and click SUBMIT.
To display the inactive Impact values, click the Include Inactive check box.

Note

title	Note:

When the Impacts 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 Impact.
Click IMPORT to update or create multiple Impacts, 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 IMPACT page. For more information see Importing Master Template Gen.

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