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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:

  1. 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.
  2. 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.
  3. 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.
  4. View or update the Incident details and click SUBMIT to save your changes.

Expand
titleAssigning Incidents to Yourself

You can assign Incidents to yourself by clicking the icon. You get a confirmation message. Click OK.

 

Figure: Incident Tile: Assign to me icon

Anchor
Visual Indicator
Visual Indicator

Expand
titleVisual Indicator

The following visual indicators are displayed for an Incident:

  • A Last Updated by Analyst Using E-mail icon Last Updated by Analyst using e-mail option is displayed for the Incidents that are updated by an Analyst using the e-mail option.
  • A Last Updated by External User Using E-mail icon Last Updated by External User using e-mail option is displayed for the Incidents that are updated by an External User using the e-mail option.
  • A Last Updated by End User Using E-mail icon  is displayed for the Incidents that are updated by an End User using the e-mail option.

 To display the incidents with the above mentioned icons, the following conditions must be fulfilled:

  • On the Incident Management TENANT configuration page, the Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page check box must be enabled to display the Show Incidents Updated By E-mail check box on the FILTERS pop-up and "Last Updated by Analyst/External User/End User Using E-mail" icon for the respective Incident on the INCIDENT LIST page. These icons indicate that the respective incident is updated by an Analyst/End User/External User through e-mail. For more information on this configuration see, Configuring Incident Management Module.
  • These icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.


Note
titleNote:

To display the incidents only with the Last Updated by Analyst/External User/End User Using E-mail icon, the Show Incidents Updated By E-mail check box must be enabled on the FILTERS pop-up page of the INCIDENT LIST page. See Screen Shot. By default, the incidents with the Last Updated by Analyst/External User/End User Using E-mail icons are displayed along with other incidents.


FIGURE: FILTERS pop-up: INCIDENT LIST page


Figure: INCIDENT LIST page: Tile view


Figure: INCIDENT LIST page: Tabular view

Expand
titleViewing/Updating Incidents Assigned to You

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

Expand
titleChild Incidents

The Child icon icon on the Incident indicates that it is a Child Incident. Click  icon to see Parent Incident details page. (See: Parent and Child Incidents).

 

Figure: Incident Tile: Child icon

Expand
titleParent Incidents

The Parent icon icon on the Incident indicates that it is a Parent Incident. 

Figure: Incident Tile: Parent Incident icon

To view Child Incident List pop-up:

Click  icon to see the Child Incident List pop-up. (See: Parent and Child Incidents). 

CHILD INCIDENT LIST pop-up

Figure: CHILD INCIDENT LIST pop-up


Expand
titleSLA Color Code

The colored line on the Incident tile indicates the percentage of SLA elapsed. Following are the color codes for SLA.

Line Color

SLA Elapsed

Green

less than 75%

Orange

less than 100%

Red

100%


SLA Color Code

Figure: Incident Tile: SLA color code

Expand
titleIncident Age

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:

Flag

Description

Green Flag

Indicates that the Incident is opened for 0-2 days.

Orange Flag

Indicates that the Incident is opened for 2-5 days.

Purple flag

Indicates that the Incident is opened for 5-10 days.

Red Flag

Indicates that the Incident is opened for more than 10 days.


Figure: Incident Tile: Age Flag

Expand
titleCaller Awaiting Response

The Caller Waiting icon 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.

Figure: Incident Tile: Last Updated by User icon

Expand
titleReopened Incidents

The Incident re-open icon on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in Resolved status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst. Closed Incidents (Incidents in Closed status) cannot be reopened.

Figure: Incident Tile: Reopened Incident icon

Expand
titlePriority Color Code

The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:

Line Color

Priority

Green

less than 75%

Orange

less than 100%

Red

100%


Figure: Incident Tile: Priority Color Code

Expand
titleViewing Incident Summary

Click  icon on the Incident tile to view the Incident summary.

Figure: Incident Tile: Incident Summary icon

The Incident - ID - Summary pop-up page is displayed with the details about the selected Incident. For more information about fields on the Incident - ID - Summary pop-up page, see Viewing and Updating Incident Details. 

Incident - ID - Summary pop-up page

Figure: Incident - ID - Summary pop-up page

Expand
titleCreating Work Order, Change Record, Problem Record

Click Create Icon 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).

Figure: Incident Tile

Expand
titleConfiguring, Adding, and Viewing VIP Users

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).

  1. Click ADD NEW on the ACTIONS panel. Select Master Type as User Level, type in VIP on the Value field, and specify the Sort Order.
  2. Click SUBMIT. VIP User Type is created.

     

    Figure: COMMON MASTERS page: VIP User Type creation


Configuring a User as VIP User

  1. On the USER LIST (NEW USER and USERID) page, fill in all the User information and select the User Type as VIP on for a Division on the USER TYPE ALLOCATION section.
  2. Click SUBMIT. The User is configured as the VIP User.

    Figure: COMMON MASTERS page: VIP User Type creation


Figure: Incident Tile: VIP user

Expand
titleEvaluating Incidents

The Evaluation icon is displayed on the INCIDENT LIST page.

 Incident List page - Evaluation

Figure: Incident List page - Evaluation icon.


Click  icon to assign tasks and evaluate the Incident. The evaluator can evaluate the Incident and provide the comments on the custom fields configured on the FORM BUILDER page.


Expand
titleGENERAL

You can assign an Incident to an Evaluator in the Evaluator drop-down and also add various details related to the Incident evaluation. The fields displayed under this tab are configured on the Form Builder page. For more information about the FORM BUILDER page, see Form Builder section of SummitAI Platform Online Help.

 Incident Evaluation -General Tab

Figure: Incident Evaluation - GENERAL tab

Expand
titleRELATIONSHIP

You can link Change Records and Problem Records under the RELATIONSHIP tab.

 Incident Evaluation - RELATIONSHIP tab

Figure: Incident Evaluation - RELATIONSHIP tab

 
To link records specify the respective ID and click .

Expand
titleACTIONS

The Evaluator can define various tasks related to the Incident and assign it to the Analysts.

 Incident Evaluation - RELATIONSHIP tab

Figure: Incident Evaluation - RELATIONSHIP tab


To assign tasks to the Analysts, fill in the required information and click SUBMIT. For more information, see Field Description.

Field Description

The following table describes the fields under the ACTIONS tab.

Field

Description

Action

Specify the task related to the Incident.

Owner

Select the Analyst in drop-down list.

Due Date

Select the date by which the task the should be completed.

Status

Select the status of the task in the drop-down list.

Resolution

Specify the resolution provided for the task.

Add

Click this icon to add tasks.

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 Tile view icon: Click this icon to view the Incidents in a Tabular view.
  • Tile View icon Tabular 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 navigation icon to view the page number after 10 and navigate to that page. Click Backward icon to go to the previous page or click  Forward icon 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:

Anchor
Filters
Filters

Expand
titleFILTERS

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.



Figure: FILTERS pop-up page: BASIC tab



Figure: FILTERS pop-up page: ADVANCED tab



Figure: FILTERS pop-up page: ADDITIONAL ATTRIBUTES tab

The following table describes the fields on the FILTERS page:

Field

Description

BASIC

View

Select a View from the list to display the Incidents. You can create different Views to set different filter criteria to view different set of Incidents. 



Create View



Click Create View icon. A new text box is displayed. Type in the View name. Also, specify the desired filter criteria under the BASIC, ADVANCED, and ADDITIONAL ATTRIBUTES sections, and click SUBMIT to save the new View. Select the Set as default view check box to view the Incidents with the saved filter criteria by default. It reduces the user effort and time for repeated search actions with the same filter criteria.

  • If Set as default view check box is selected and the View is saved, the new View or the edited View becomes the default View on the FILTERS pop-up page.
  • If Set as default view check box is not selected and the View is saved, the default View of the FILTERS pop-up page is displayed.
  • Also, if the User accesses the INCIDENT LIST page through ANALYST DASHBOARD, the default View of the FILTERS pop-up page is displayed irrespective of the selection of the check box.

Tenant

Select the Tenant from the list.

Workgroup

Select the Workgroup from the list. You can select multiple Workgroups to display the Incidents for the selected Workgroup.

Status

Select the status of the Incidents from the list. You can select multiple status values to display the Incidents for the selected status values. For more information about Incident Statuses, see Incident Status.

Assigned To

Select the Analysts assigned to the Incidents. You can select multiple Analyst.

Incident ID

Select the Incident ID from the list.

Caller

Type in the Caller name to view the Incidents for the Caller.

Log Time

Specify the Incident log time date range in the From and To fields.

Logged By

Type in the Analyst name to view the list of Incidents raised by Analyst.

Updated Time

Specify the Incident updated date range in the From and To fields.

Scheduled Incidents

Select the check box to view the scheduled Incidents. The scheduled Incidents appear on INCIDENT LIST page on the scheduled date.
You can schedule Incidents by specifying the Schedule Date under the GENERAL tab of the INCIDENT ID page. For more information about scheduling Incidents, see GENERALtab.

View All Incidents

Select the check box to also view Incidents from other Workgroups for which you do not have Analyst access. This check box is available if configured by the Administrator (see: Configuring Incident Management Module)

Show Incidents Update by E-mail

Select this check box to view the list of Incidents (with the Show Incidents Update by E-mail icon) that are updated by analyst using e-mail option. For more information see, Visual Indicator.

ADVANCED

User TypeSelect the User Type from the list.

Priority

Select the Priority of the Incidents from the list. You can select multiple priority to display the Incidents for the selected Priority values.

Caller Location

Select the Caller's location from the list.

Closure Code

Select the Closure Code from the list.

Customer

Select the customer from the list.

Pending Reason

Select the Pending Reason from the list.

Location

Select the location from the list.

Resolved Time

Select the resolved time of the Incident from the list.

Classification

Select the Classificationof the Incident from the list.

SLA Type

Select the SLA Type of the Incident.

Category

Select the Category of the Incident from the list.

SLA

Select the SLAof the Incident.

Medium

Select the Medium through which you want to log Incident. You can select one of the medium from the drop-down list.

Example:

  • Mobile: Logging Incident through Mobile Application.
  • Web: Logging Incident through SUMMIT Web application.

Source

Select the source from where Incident is created.
Example: User and Event.

Updated Since (In Days)

Specify the number of days to view the list of Incidents updated in the last specified days.

Pending For (In Days)

Select the required operator and specify the number of days to view the list of Incidents in Pending status for the defined time.
For example: If you select '>' and specify the number of days as 5, all the Incidents in Pending status for more than 5 days are displayed.
Note: This field is displayed when Pending is selected in the Status field under Basic.

ADDITIONAL ATTRIBUTES

Custom Attributes

Select the Custom Attribute in the list. On selecting the Custom Attribute the Value field is displayed.

Value

Select the required value of the selected Custom Attribute. The Incidents which contain the selected Custom Attributes and the values are displayed.

Anchor
Bulk Update
Bulk Update

Expand
titleBULK UPDATE

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:

Field

Description

BASIC

Status

Select the new Status for the selected Incidents.

Workgroup

Select the new Workgroup for the selected Incidents.

Classification

Select the new Classificationfor the selected Incidents.

Assigned To

Select the Analyst assigned to the selected Incidents.
You can select Primary and Secondary Analyst if configured.

Category

Select the new Category for the selected Incidents.

SLA

Select the new SLAfor the selected Incidents.

Urgency

Select the new Urgencyvalue for the selected Incidents.

Impact

Select the new Impactvalue for the selected Incidents.

Priority

Select the new Priorityfor the selected Incidents.

Private Log

Specify the comments in this field.

GENERAL - CUSTOM ATTRIBUTES

The Custom Fields configured under the General section of Incident Management FORM BUILDER page is displayed here (see: Configuring Incident Management Module).

ADDITIONAL INFORMATION - CUSTOM ATTRIBUTES

The Custom Fields configured under the Additional Information section of Incident Management FORM BUILDER page is displayed here (see: Configuring Incident Management Module).

Do Not Update If Above Values are Already Saved

Select this check box if you do not want to make changes to the Incidents if these changes are already made.

Note

Note: File attachment and multi-valued groups will not be applicable for Bulk Update.

 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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