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SummitAI Service Management Help

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#72B0DE#72B0DEService Request Management

Concepts

End Users

Analysts

trueAdministrators

Reports

Impact defines the affect of a Service Request (SR) on the users. You can configure and modify the Impact values for a Tenant.

To configure Impact values:

  1. Select Request > Configuration > SLA Configurations > Impact.
  2. On the IMPACT page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Impact details. For information about the fields on the IMPACT page, see Field Description. If you are configuring Impact for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
  4. Click SUBMIT. A new Impact value is configured.

IMPACT page
Figure: IMPACT page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the IMPACT page:

Field

Description

DETAILS

Impact Name

Type in a name for the Impact.

Sort Order

Type in a numeric value, which indicates the sequence number in which the Impact will be displayed in the Impact list on the configuration pages of the application.

Default

Select this check box to display this Impact value as the default Impact value on the other pages of the application.

Active

Indicates the status of the Impact value.

  • If selected, the Impact value becomes an available option on the other pages of the application.
  • If not selected, the Impact value becomes an inactive value. The inactive Impact values are not displayed in the Impact list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the IMPACT page:

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Impact values configured for the selected Tenant.
IMPACT page
Figure: IMPACT page: List of Impact values

  • To edit an Impact value, click the Impact Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Impact values, click the Include Inactive check box.

Note
titleNote:

When the Impacts are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Impact.
  • Click IMPORT to update or create multiple Impacts, 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 IMPACT page. For more information see Importing Master Template Gen.


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