SummitAI Service Management Help
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You can configure SLA Matrix by Configuration Item (CI) for Incidents under a Tenant. This Matrix is applied to the Incidents when configured CIs are linked to the Incidents under the RELATIONSHIP tab (see: Viewing/Updating Incident Details). If more than one CI is linked to an Incident, the SLA Matrix having least Resolution SLA time is selected. You can also configure the SLA Matrix by CI from the CI ID page under the ADDITIONAL INFORMATION tab (see: Adding CIs).
To configure SLA Matrix by CI:
- Select Incident > Configuration > SLA Configurations > SLA Matrix By CI.
- On the SLA MATRIX BY CI page, click ADD NEW on the ACTIONS panel.
Select the Tenant. Click ADD to search and add CIs.
Expand title See Screen Shot 
Enter value in any of the filter criteria and click SEARCH. Select the required CI and click LINK.
- Type in the other required details. For information about fields on the SLA MATRIX BY CI page, see Field Description.
- Click SUBMIT. The new SLA Matrix by CI is configured.
Figure: SLA MATRIX BY CI page
Field Description
The following table describes the fields on the SLA MATRIX BY CI page:
Field | Description |
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DETAILS | |
Configuration Items | Displays the list of CIs for the which the SLA Matrix is configured.
Click ADD to add the CIs. The CONFIGURATION ITEM page is displayed. Specify a filter criteria and click SEARCH. Click the Select check box corresponding to a CI to select it. Click LINK to add the CI. |
Priority | Select the Priority for the SLA Matrix. |
SLA | Select the SLA for the SLA Matrix. |
Overridable | Select if the SLA Matrix should be allowed to be overwritten. |
Active | Indicates the status of the SLA Matrix by CI
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ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SLA MATRIX BY CI page:
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured SLA Matrix By CIs for the selected Tenant.
Figure: SLA MATRIX BY CI page: List of SLA Matrix by CI
- To edit an SLA Matrix by CI, click the Device/ Host Name. Make appropriate changes and click SUBMIT.
- To display the inactive SLA Matrix by CI, click the Include Inactive check box.
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When the SLA Matrix By CI configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.
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