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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 Incident Management 1

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 is Audit Log?

The Audit Log records the details of the changes made by Administrators in the application. The tracking of these changes is important to troubleshoot a problem or to keep a record of important changes. The changes done in each module are tracked and recorded, and a mail notification is triggered to the configured e-mail recipients.

The Audit Log records the changes, such as adding details, editing/modifying the existing details, activating/deactivating details, selecting or removing details, and so on.

Where is Audit Log Recorded?

The changes are recorded for the configuration pages for the following modules:

Expand
titleIncident Management
  • Incident Masters - Feedback Configuration
  • Incident Masters -  Category
  • Incident Masters -  Classification
  • Incident Masters -  Checklist
  • Incident Masters -  Closure code
  • Incident Masters - Log Incident Page
  • Incident Masters - Pending Reason
  • Incident Masters - Resolution Code
  • Incident Masters - Incident Handling Evaluation
  • Others - Cost Configuration
  • Others - E-mail Notification
  • Others - SMS Notification
  • Others - Feedback Question
  • Others - Information Ticker
  • Others - Major Incident
  • Others - Rule
  • Others - User Type
  • Others - Auto Work Order Configuration
  • Others - Standard Operating Procedure (SOP) Mapping
  • SLA Configuration - Impact
  • SLA Configuration - Priority
  • SLA Configuration - SLA Matrix By CI
  • SLA Configuration - Priority Matrix
  • SLA Configuration - Workgroup SLA Window
  • SLA Configuration - SLA Service Window
  • SLA Configuration - SLA Matrix
  • SLA Configuration - Urgency
  • TFS - TFS Configuration
  • TFS - Config WI Field
  • TFS - Configure V-V  Mapping
  • TFS - Configure Mapping Profile
  • TFS - Configure Profile Mapping
Expand
titleAsset Management
  • Asset Masters - Location and Store
  • Asset Masters - Key Field Mapping
  • Asset Masters - Action Attribute Configuration
  • Asset Masters - Notifications and Templates
  • Asset Masters - Allocation Form Template
  • Software - Software License Mapping
  • Software - Baseline Profile List
  • Software - Software Profile Mapping
  • Software - Software Blacklisting
  • Depreciation - Depreciation Formula
  • Depreciation - GAAP Depreciation
  • Depreciation - Field Mapping
  • Others - Alert Configuration
  • Others - Update Asset Serial Number
  • Others - E-mail Notification
  • Others - Store Threshold
  • Others - Additional Discovery
  • Others - Approval Matrix
  • Others - Application Settings
  • Others - Movement Configuration
  • Others - Local Password Management
  • Mapping - Custom Hardware Variance
  • Application Control - Create/Update Profile
  • Application Control - Master Configuration
  • Patch Management - Configuration
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titleService Request Management
  • Service Request Masters - Classification
  • Service Request Masters - Feedback Configuration
  • Service Request Masters - Closure Code
  • Service Request Masters - Checklist
  • Service Request Masters - Feedback Question
  • Service Request Masters - Information Ticker
  • Service Request Masters - Pending Reason
  • Service Request Masters - Resolution Code
  • Service Request Masters - Work Order - Catalog Mapping
  • Recertification - Application Configuration
  • Recertification - User Application Mapping
  • Recertification - Recertification Period
  • SLA Configuration - Impact
  • SLA Configuration - Priority
  • SLA Configuration - Priority Matrix
  • SLA Configuration - Workgroup SLA Window
  • SLA Configuration - SLA Service Window
  • SLA Configuration - SLA Matrix
  • SLA Configuration - Urgency
  • Approval Reminder configuration
  • User Type
  • Service Request Masters - Service Category
  • Service Request Masters - Approver
Expand
titleChange Management
  • Change Type
  • Change Category
  • Change Advisory Board
  • Category
  • Risk
  • Priority
  • Impact
  • Urgency
  • Priority Matrix
  • Risk Questions And Answers
  • Checklist
  • Lead Period
  • Change Manager
  • Closure Code
  • Defect Severity
  • Defect Priority
  • System Impact
  • Status Configuration
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titleCMDB
  • Classification
  • Discovery Configuration
  • Change Blackout Window
  • Criticality
  • Make
  • Schedule Maintenance
  • Services
  • CI Relation Type
  • Notification
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titleKnowledge Management
  • Knowledge Record Approver
  • Category
  • Classification
  • Link External Websites
  • Reason
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titleProblem Management
  • Approver
  • Auto Creation Settings
  • Category
  • Classification
  • Closure Code
  • Impact
  • Priority
  • Priority Matrix
  • RCA Type
  • Reviewer
  • Source
  • Urgency
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titleAdmin
  • Users - User List
  • Users - Role Template
  • Users - Custom Tab
  • Infrastructure - Tenant
  • Infrastructure - SMTP Configuration
  • Infrastructure - Workgroup
  • Infrastructure - Analyst
  • Infrastructure - Application Settings
  • Infrastructure - Custom Scheduler
  • Infrastructure - Common Masters
  • Infrastructure - Form Builder
  • Infrastructure - Authentication Configuration
  • Infrastructure - Archival
  • Infrastructure - Theme Configuration
  • Infrastructure - Widgets -New Widget
  • Infrastructure - Widgets -New Widget tab
  • Infrastructure - Widgets -Widget Report
  • Infrastructure - Widgets -Widget Report Access
  • Customer - Customer Custom Tabs
  • Customer - Customer List
  • Customer - Customer/Vendor SLA Matrix
  • Vendor - Vendor List
  • Password Management - Security Question
  • Password Management - Keyword Message
  • Password Management - Mapping Security Questions
  • Automation - Run Book Automation
  • Automation - Run Book Scripts
  • Automation - Script Based Monitoring
  • Discovery & Monitoring - Script Based Monitoring
  • Discovery & Monitoring - Script
  • Discovery & Monitoring - SNMP MIB
  • Discovery & Monitoring - SNMP Based Monitoring
  • Discovery & Monitoring - Vendor MIBs
  • Discovery & Monitoring - Monitoring Account
  • Notifications - Bulletin Board
  • Notifications - Alerts
  • Notifications - Notification Parser
  • Notifications - Notification Template
  • Notifications - Mailbox
  • Notifications - SMS Gateway Configuration
  • Documents- Standard Operating Procedure (SOP)

References


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