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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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Report Description

This report generates a list of all incidents reported during the time period you specified (for a selected set of Workgroups and the selected Tenant).
Daily Incident Report page
Figure: Daily Incident Report page

On the table, click the Incident ID to view the incident details. For information about viewing reports, see Viewing Reports.

ACTIONS

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

Filter

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the DAILY INCIDENT REPORT page.

DAILY REPORT
Figure: DAILY REPORT: FILTERS pop up window

PUSH REPORT

Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.


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