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SummitAI Service Management Help

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titleIncident Management

Incident Management 1

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titleConcepts

Audit Flow

Audit Log 1

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 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

Work Orders 1

Creating Work Orders

Viewing and Updating Work Orders 1

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titleAdministrators

Administrators

Configuring Incident Management Module 1

Configuring Custom Fields for Incident Management 1

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 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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titleReports

Viewing Reports

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What are Work Item Fields in TFS?

Work Item Fields are the created in TFS under a particular Work Item Type. You can configure Work Item Fields in SUMMIT. These fields are mapped with the Work Item Fields in TFS by the unique Reference Name.

To configure the Work Item Fields:

  1. Click Incident > Configuration > TFS > Config. WI Field. On the CONFIG WORK ITEM FIELD List page click ADD NEW.
  2. On the CONFIG WORK ITEM FIELD page, enter the required information and click SUBMIT. For more information about the fields on the CONFIG WORK ITEM FIELD page, see Field Description.

CONFIG WORK ITEM FIELD

Figure: CONFIG WORK ITEM FIELD

Field Description

The following table describes the fields on the CONFIG WORK ITEM FIELD page:

Field

Description

Team Project Collection

All the Projects created for linking SUMMIT with TFS are displayed in the drop-down list. For more information about creating Projects, see Configuring TFS Project.

Select the required Team Project Collection for which you want to configure the Work Item Field.

Team Project

All the projects created under the selected Team Project Collection is displayed in the drop-down list.

Select the required Project for which you want to configure the Work Item Field.

Work Item Type

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

Field Name

Type in the Field name.

Reference Name

Type in the Reference Name as configured for the fields in TFS. For example: ‘Microsoft.VSTS.Common.Priority’. The format of the reference name is: Collection Name. Process Name. Field Name (without space).

Field Type

Select the Field Type in the drop-down list.

Add Field Options

Type in the values and click  to add the field values.

Active

Select the check box to activate the Field.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CONFIG WORK ITEM FIELD page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Work Item Fields for the selected Tenant.

  • To edit a Field, click the Field Name link. Make appropriate changes and click SUBMIT.
  • To display the inactive Fields, click the Include Inactive check box.

Note
titleNote:

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

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