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SummitAI Service Management Help

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titleService Request Management

Service Request Management 1

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titleConcepts

Service Request Status 1

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

Work Orders

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titleEnd Users

End Users

End User Dashboard

Viewing My Service Requests List

My Entitlements 2

Logging Service Requests 2

Viewing/Updating My Service Requests (SRs)

Approving Service Requests 1

Viewing and Updating My Cart Items 1

CSAT Survey

Logging Service Requests without Catalog 1

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titleAnalysts

Analysts

Logging Service Requests for Users

Viewing Updating My Workgroup Service Requests 1

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation

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titleAdministrators

Configuring Service Request Management Module

Configuring Custom Fields

Configuring Classification

Configuring Closure Codes

Configuring Checklist

Configuring Resolution Codes

Configuring Pending Reasons

Configuring Work Order- Catalog Mapping 1

Configuring Impact

Configuring Priority

Configuring Priority Matrix

Configuring Workgroup SLA Window

Configuring SLA Service Windows 1

Configuring SLA Matrix 1

Configuring Urgency

Configuring User Types 1

Copying Data from Incident Management 1

Configuring Information Ticker

Configuring Approver Reminder 1

Configuring End User SR Details Page 1

Configuring Feedback

Configuring Catalog Approvers 1

Configuring SR E-mail Notifications 1

Configuring SR SMS Notifications 1

Recertifications

Configuring Application 1

Mapping Application to User

Configuring Recertification Period 1

Recertification Review

Configuring Feedback Questions

Configuring Feedback Questions in Different Languages 1

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titleReports

Viewing Reports

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The Workgroup SLA Window defines the business hours of a Service Desk. Based on the SLA values, the resolution and response deadline values are calculated for an Analyst to respond and resolve the Service Requests (SRs). You can configure the SLA Window for SRs of a Workgroup under a Tenant.

To configure Workgroup SLA Window:

  1. Select Request > Configuration > SLA Configuration > 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.

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Field Description
Field Description
Field Description

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

Field

Description

DETAILS

Workgroup

Lists all the Workgroups corresponding to the selected Tenant. Select a Workgroup from the list.

SLA

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 from the Available SLA Windows list and click the  icon to move to the Restricted SLA Windows To list. For more information about configuring different SLA Windows, see Configuring SLA Service Window. To remove a SLA option from the Restricted SLA Windows To list, select the SLA option and click  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. For more information see Importing Master Template Gen.


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