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SummitAI Service Management Help

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Using Gamification you can configure points for each defined Action Items of Analysts, configure Badges, and configure Achievements. Based on these configurations, the Analysts' Action Points are calculated, and Achievements and Badges are displayed on the ANALYST DASHBOARD page (topic in Incident Management) under MY SCORE and MY RANK.

To configure Gamification:

  1. Select Admin > Advanced > Productivity > Gamification.
  2. On the GAMIFICATION page, select the Tenant and type in the required details. For more information about the fields on the GAMIFICATION page, see Field Description.
  3. Click SUBMIT. The Gamification Action Items, Badges, and Achievements are configured.

    GAMIFICATION page
    Figure:  GAMIFICATION page

FIELD DESCRIPTION

This section describes the fields on the GAMIFICATION page.

Expand
titleAction Items Tab

You can configure the points for each Action Item under the Action Items tab. You can configure Points for Action Items of Incident Management, Request Fulfillment, Change Management, Problem Management, CMDB, and Knowledge Management modules. You can also provide negative points for few of the Action Items. Type in Points in the Points text box for the Action Items. You can also configure Points as per User Type, Incident Evaluation, and CSAT Rating.

ACTION ITEMS tab
Figure:  ACTION ITEMS tab

Expand
titleBadge Tab

You can configure the Badges, add a description, and image for a Badge under the Badge tab. Type in a name (Name), description (Description), upload an image (Image), and make it active (Active)to make it available.

BADGE tab
Figure:  BADGE tab

Expand
titleAchievements Tab

You can configure the Achievements under the Achievements tab.

ACHIEVEMENTS tab
Figure:  ACHIEVEMENTS tab

 The following table describes the fields under the ACHIEVEMENTS tab of the GAMIFICATION page:

Field

Description

Name

Specify the name for the Achievement.

Milestone

Specify the Points required to achieve the Milestone.

Add /Edit Action Item

Select the Add/Edit Action Item check box to edit the configured Points for the Action Items. If the option is selected, you can view the Configured Achievement Action Items section.

Required Badge

Select the Badge required for the Achievement from the list.

Badge Awarded

Select the Badge awarded for the Achievement.

Bonus Point

Specify the Bonus Points rewarded after completing the Achievement.

Validity

Select a validity period from the list: Date Range and Period.

If Validity is selected as Date Range, the following fields are displayed.

  • From: Select the date range from which the configured Achievement details are valid.
  • To: Select the date range to which the configured Achievement details are valid.

If Validity is selected as Period, the following field is displayed.

  • Period: Lists the configured period for the configured Achievement. Select the period from the list.

Description

Specify the description for the Achievement.

Active

Indicates the status set for the Achievement details.

  • If selected, the Achievement becomes active.
  • If not selected, the Achievement becomes inactive.

Include Inactive

Select the check box to view inactive Achievement details.

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