Service Management Help
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A Checklist is a list of tasks an Analyst needs to perform at various stages of a Service Request. You can configure the Checklist and specify at what stages of an Incident or SR the tasks need to be performed. The Checklist is configured for a selected combination of Tenant, Status, Workgroup, and Category.
To configure Checklist:
- Select Request > Configuration > Service Request Masters > Checklist.
- On the CHECKLIST page, select the Tenant and fill in the required details. For information about the fields on the CHECKLIST page, see Field Description.
- Click SUBMIT. A new Checklist is configured.
Figure: CHECKLIST page
Anchor Field Description Field Description
Field Description
| Field Description | |
| Field Description |
The following table describes the fields on the CHECKLIST page:
Field | Description |
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DETAILS | |
Status | Select the status from the list. |
Workgroup | Select the Workgroup from the list. |
Category | Select the Category from the list. |
Catalog | Select the Catalog from the list. |
Sequence | Type in the sequence of the tasks in the Checklist. |
| CheckList ID | It displays the Checklist ID associated with every configuration. Note: ID will help analysts with handy information, especially when managing the API calls during the integration of SummitAI with third-party application. |
Task Name | Type in the name of the task. |
Task Status | Select the status of task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the task status is mandatory, optional, or not applicable. |
Remarks | Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional. |
Active | Indicates the status of the Checklist.
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icon | Click the icon to add a new task. |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the CHECKLIST page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured checklist for the selected Tenant.
Figure: CHECKLIST page
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When the Checklists are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.
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