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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

Expand
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

Expand
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

Expand
titleAdministrators

Administrators

Configuring Incident Management Module

Configuring Custom Fields for Incident Management

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

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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Mapping SOPs

You can map the Standard Operational Procedures (SOP) to selected Configuration Items (CIs), Classification or Category. This allows you to take appropriate actions when an Incident is raised for the mapped values. For example: If a Category or Classification configured for the SOP is selected in the Incident, a link is displayed above the Symptom field on the INCIDENT ID page where the Analyst can view the list of SOPs available. This helps the Analyst to take effective measures for the logged Incident. For more information about configuring SOPs, see Configuring Standard Operating Procedures in SummitAI Platform Help.

To map SOPs:

  1. Select Incident > Configuration > Others > Standard Operational Procedure Mapping.
  2. On the SOP MAPPING LIST page, click the ADD NEW.
  3. On the SOP MAPPING page, select the Tenant and map a SOP to CIs. For more information about the fields on the SOP MAPPING page, see Field Description.
  4. Specify the required details and click SUBMIT.

STANDARD OPERATIONAL PROCEDURE MAPPING page

Figure: STANDARD OPERATIONAL PROCEDURE MAPPING page

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Field Description
Field Description
Field Description

The following table describes the fields on the SOP MAPPING page:

Field

Description

Category

Click Search to view the list of available Categories. Click on the Category name to select it for the SOP mapping.

Classification

Click  Search to view the list of available Classifications. Click on the Classification name to select it for the SOP mapping.

Configuration Items

Select the CIs to map with the SOP template. See below steps for more information on selecting a CI.

To select a CI:

  1. On the SOP MAPPING page click ADD. The CONFIGURATION ITEMS pop-up page is displayed.

    Configuration Item pop-up page

    Figure: Configuration Item pop-up page

  2. Select the Owner Workgroup or enter appropriate values in any of the fields and click SEARCH to view all the CIs for the entered values.

  3. Select the CI check box and click LINK to select the CI for SOP mapping. For more information about the fields on the CONFIGURATION ITEMS page, see Field Description.

Field Description

The following table describes the fields on the CONFIGURATION ITEMS page:

Field

Description

CONFIGURATION ITEMS

Owner Workgroup

Select the Workgroup Owner in the drop-down list.

Classification

Click Search to view the list of available Classification. Click on the Classification name to select it.

Device/Host Name

Enter the device or host name.

Serial No.

Enter the serial number of the CI.

IP Address

Enter the IP Address of the CI.

Status

Select the status in the drop-down list.

AVAILABLE CONFIGURATION ITEMS

All the CIs matching the search criteria is displayed in this section with details.

SOP Template

Lists the configured SOP templates. Select a SOP template from the list.

Active

Select the check box to activate the mapping.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured mappings for the selected Tenant and CI.

  • To modify a Standard Operational Procedure Mapping details, click the Host Name link. Make appropriate changes and click SUBMIT.

SOP MAPPING LIST page

Figure: SOP MAPPING LIST page

Note
titleNote:

When the Standard Operational Procedure Mapping Template List are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure SOP Mapping for CIs.

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