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SummitAI Service Management Help
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Workgroup Incidents - Various Actions
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, Request Date, 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 Filters) 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 MYWORKGROUP 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 icon on the ACTIONS panel. 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.
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You can assign Incidents to yourself by clicking the Figure: Incident Tile: Assign to me icon |
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The following visual indicators are displayed for an Incident:
To display the incidents with the above mentioned icons, the following conditions must be fulfilled:
FIGURE: FILTERS pop-up: INCIDENT LIST page Figure: INCIDENT LIST page: Tile view Figure: INCIDENT LIST page: Tabular view |
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You can view or update the Incident assigned to you. On the FILTERS pop-up page, select your name in the Assigned To list and click SUBMIT to view the list Incidents assigned to you. For more information about filters, see Filters. 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 Figure: Incident Tile: Child icon |
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The Figure: Incident Tile: Parent Incident icon To view Child Incident List pop-up: Click 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.
Figure: Incident Tile: SLA color code |
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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:
Figure: Incident Tile: Age Flag |
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The Figure: Incident Tile: Last Updated by User icon |
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The ![]() Figure: Incident Tile: Reopened Incident icon |
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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 Figure: Incident Tile: Incident Summary icon Figure: Incident - ID - Summary pop-up page |
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Click Figure: Incident Tile |
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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).
Figure: Incident Tile: VIP user |
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The Evaluation icon is displayed on the INCIDENT LIST page. Figure: Incident List page - Evaluation icon.
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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)
Section 1
Following are the various options available in this section:
- Refresh Interval: Specify the time period (in minutes) after which you want the records on this page to be refreshed.
- SLA: Displays the SLA color codes used on this page: You can select a particular SLA color to filter the Incidents on the page. Select the Clear Filter option from the list to clear the applied filter. For example, select red color to display all the Incidents for which 100% SLA is elapsed.
- Age: Displays for how many days a particular Incident is open. You can select a particular Age color flag to filter the Incidents on the page. Select the Clear Filter flag from the list to clear the applied filter. For example, select red color flag to display all the Incidents, which are open for more than 10 days.
- Tabular View icon
: Click this icon to view the Incidents in a Tabular view.
- Tile View icon
: Click this icon to view the Incidents in a Tile view.
Section 2
There are three fields in this section.
- Total: The count of total Incidents assigned to your Workgroup.
- Showing: The count of Incidents displayed on this page.
- Rows: The number of rows in which the Incidents are displayed on this page.
- Click on the particular page number to navigate to that page. Alternately click
to view the page number after 10 and navigate to that page. Click
to go to the previous page or click
to go to the next page.
Section 3
This section displays the various actions that you can perform on the MY WORKGROUP INCIDENTS page, see ACTIONS.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the MY WORKGROUP INCIDENTS page:
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Click FILTERS to specify a particular filter criteria to display the Incidents assigned to your Workgroup. On clicking the Filters icon, the FILTERS pop up page is displayed.
The following table describes the fields on the FILTERS page:
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Click BULK UPDATE to update multiple Incidents at a time. You may need to bulk update Incidents for related Incidents or similar Incidents. Select the Incidents by clicking the check boxes (Tabular view) or clicking the Incident tiles (Tile view) for the Incidents that you want to update. On clicking the BULK UPDATE icon, the BULK UPDATE pop up page is displayed. You can specify the updated values for few fields of these selected Incidents. Figure: BULK UPDATE pop-up page The following table describes the fields on the BULK UPDATE pop-up page:
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CONFIGURE COLUMNS
Click CONFIGURE COLUMNS to select the columns to be displayed on this page, see: Personalizing Pages in SummitAI Platform.
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 |