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SummitAI Service Management Help

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titleService Request Management

Service Request Management

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titleConcepts

Service Request Status

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

Work Orders

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titleEnd Users

End Users

End User Dashboard

Viewing My Service Requests (SRs) List

My Entitlements

Logging Service Requests

Viewing/Updating My Service Requests (SRs)

Approving Service Requests

Viewing and Updating My Cart Items

CSAT Survey

Logging Service Requests without Catalog

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titleAnalysts

Analysts

Logging Service Requests for Users

Viewing Updating My Workgroup Service Requests

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation

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titleAdministrators

Configuring Service Request Management Module

Configuring Custom Fields _SRM

Configuring Classification

Configuring Closure Codes

Configuring Checklist

Configuring Resolution Codes

Configuring Pending Reasons

Configuring Work Order- Catalog Mapping

Configuring Impact

Configuring Priority

Configuring Priority Matrix

Configuring Workgroup SLA Window

Configuring SLA Service Windows

Configuring SLA Matrix

Configuring Urgency

Configuring User Types

Copying Data from Incident Management

Configuring Information Ticker

Configuring Approver Reminder

Configuring End User SR Details Page

Configuring Feedback

Configuring Catalog Approvers

Configuring SR E-mail Notifications

Configuring SR SMS Notifications

Recertifications

Configuring Application

Mapping Application to User

Configuring Recertification Period

Recertification Review

Configuring Feedback Questions

Configuring Feedback Questions in Different Languages

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titleReports

Viewing Reports

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The Manager can retain or revoke the Applications used by his Direct reports during the configured Recertification Period.

To recertify an Application:

  1. Click Request > Configuration > Recertifications > Recertification Review. The RECERTIFICATION REVIEW page is displayed.
  2. Select the Direct Report, select Retain/Revoke option buttons corresponding to the Application name and click SUBMIT to complete the Recertification.

    Recertification Review page
    Figure: Recertification Review page

Section 1

This section displays the name of the Manager and the Direct Reports in a tree view. Select the name of the User to view the list of allocated Assets and Applications.

Section 2

This section displays the list of Applications and Assets allocated to the selected User.

On the Applications tab, the list of Applications and the option to Renew or Revoke an Application is displayed.

On the Assets tab, the list of Assets allocated to the User is displayed. The Manager cannot recertify the Assets of the Direct Reports.

Note
titleNote:

The option to Retain or Revoke the application is not available when the Manager is selected.

Section 3

This section displays the icons on the ACTIONS panel.

RECERTIFY ASSETS: Click this icon to view the MY ASSET LIST 

page. The User canAccept, Reject, or Returnthe Asset. For more information, see SummitAI Asset Management Online Help.

Note
titleNote:

The icon is not displayed when the Manager selects the name of his Direct Reports.

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