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SummitAI Service Management Help
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Workgroup Incidents
You can view the Incidents in your Workgroup and take appropriate actions whenever required. You can view all the Incidents that belong to your Workgroup, along with some basic attributes of the Incident, such as Incident Id, Status, Logged Time, Workgroup, Caller, and so on. Different color flags indicate the age of the Incidents, that is, the time period between the time the Incident was logged and the current time. The various color codes indicate the Priority of the Incidents. You can select Incidents as per your requirement by specifying a search criteria (for more information about filters criteria, see Filter) and can also bulk update them (for more information about Incident bulk update, see Bulk Update).
To view or update My Workgroup Incidents:
- Select Incident > User > Manage Incidents > Incident List. Alternatively, under the ANALYST DASHBOARD tab under INCIDENT, click MY WORKGROUP to view the Incidents assigned to your Workgroup.
- On the INCIDENT LIST page, you can view all the Incidents that belong to your Workgroup.
- You can view the Incidents in the Tile view or Tabular view.
- You can search for the Incidents using the Filters . For more information about Filters, see Filters.
- Click the Incident ID of the Incident that you want to view or update. The corresponding INCIDENT DETAIL page is displayed. For more information about the fields and the actions you can perform on the INCIDENT DETAIL page, see Viewing and Updating Incident Details.
- View or update the Incident details and click SUBMIT to save your changes.
Visual Indicator:
The following section describes the various icons on the Incident List page:
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Click icon to view the Incident summary.
Figure: Incident - ID - Summary pop-up page |
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You can assign Incidents to yourself by clicking the icon. You get a confirmation message. Click OK. |
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Click icon to create and assign tasks to Analysts or to evaluate the Incident tasks.
The color code of the Evaluation icon on the Incident list page indicates the different status of the evaluation process. Following are the color codes of Evaluation Icon:
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The following icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.
To view the incidents Last Updated by Analyst/External User/End User Using E-mail function:
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You can view or update the Incident assigned to you. To view Incidents assigned to you:
You can also bulk update Incidents assigned to you. For more information about Incident bulk update, see Bulk Update. Alternatively, select Dashboard > ANALYST DASHBOARD tab > INCIDENT > ASSIGNED TO ME tile. Figure: FILTERS pop-up page: Assigned To field |
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The icon on the Incident indicates that it is a Child Incident. Click icon to see Parent Incident details page. (See: Parent and Child Incidents). |
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The icon on the Incident indicates that it is a Parent Incident.
To view Child Incident List pop-up: Click icon to see the Child Incident List pop-up. (See: Parent and Child Incidents). Figure: CHILD INCIDENT LIST pop-up |
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The colored line on the Incident tile indicates the percentage of SLA elapsed. Following are the color codes for SLA.
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The colored flag on the Incident tile indicates the Age of the Incident, that is, for how many days an Incident is open. Following are the color codes for Age:
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The icon indicates that the End User has last updated the Incident. You should check these Incidents on Priority, as the End User might have provided some information about the Incident or may be looking for an update on the Incident. |
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The icon on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in Closed status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst. |
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The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:
Figure: Incident Tile: Priority Color Code |
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Click icon next to the Incident ID, a pop-up list with the options to create Work Orders, Problem Records, and Change Records is displayed. The Work Order, Change Record, and Problem Record created from the Incident are linked to the Incident and displayed under the RELATIONSHIP tab of the Incident (see: Logging Incidents for Users).
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The star on the Incident Tile indicates that the user is a VIP user. The color of the star can be configured by the Administrator. The Priority for the Incidents logged by VIP user are High. So the Incidents should be resolved at high importance and immediately. For more information about VIP user, click here. Adding VIP Users Type You can add VIP User Type on the COMMON MASTERS page (Admin > Basics Infrastructure > Common Masters > Common Master Configuration).
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Various Sections of the Page
This section explains the various highlighted sections of the INCIDENT LIST page.
Figure: INCIDENT LIST page (Tile View)
Figure: INCIDENT LIST page (Tabular view)
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Hover the mouse over Incident Symptom or Description to view the Symptom or Description in a pop-up as shown below or hover the mouse over () in Symptom or Description to view the Symptom or Description in a pop-up as shown below. The Description pop-up displays only the first 500 characters of Incident Description. To view complete information, click Incident ID.
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The information panel displays the following information about Incidents that belong to your Workgroup or Assigned Workgroup:
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ViewWhat is a view?A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.
Create a New View:To create a new View, the user needs to define Filter conditions. Adding Filter Conditions:A filter condition consists of the following parts:
What is a Filter Operator?In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.
Scenario: Create a view to get a list of High and Medium Impact Open Incidents of Information Technology Tenant except Server Category Incidents. In this case, add conditions as shown below.
The following table describes the fields on the SAVE VIEW pop-up page:
Apply a ViewSearch and select the View from the drop-down list. Set as Default:To Set Specific View as Default:
Edit ViewTo Edit Specific View:
Delete ViewTo Delete Specific View:
FilterUnder the filter section, specify filter conditions or criteria to view a particular set of Incidents. Adding Filter Conditions: A filter condition consists of the following parts:
Filter on Date
The following table describes the Field Types and Operators.
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Following are the various options available in this section (both Tabular and Tile View):
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This section explains all the icons displayed on the ACTIONS panel of the Incident List page:
EXPORT TO EXCEL Click EXPORT TO EXCEL to export the Incident List to a Microsoft Excel sheet. EXPORT ALL Click EXPORT ALL to export all the Incidents to a Microsoft Excel sheet. |
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Release Notes | Installation Guide | Other Documents |