SummitAI Service Management Help
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You (Analysts, Problem Managers) can view the list of Problem Records (PRs) and view or modify a particular PR.
To View or Update Problem Records:
- Select Problem > User > Problem Record List.
- On the PROBLEM RECORD LIST page, a list of all the PRs is displayed.
- You can view the PRs in the Tile view or Tabular view.
- You can search for the PRs using the Filters icon on the ACTIONS panel (see: Filters).
Figure: PROBLEM RECORD LIST page (Tile view)
Figure: PROBLEM RECORD LIST page (Tabular view)
- Select the PR number of the PR you want to view or update. The PROBLEM RECORD ID page is displayed. For information about the fields and icons on the PROBLEM RECORD ID page, see Creating Problem Records.
Figure: PROBLEM RECORD ID page - Click the Caller name link to display the CALLER DETAILS pop-up page. On the CALLER DETAILS pop-up page, you can view general details and additional information about the Caller.
Figure: CALLER DETAILS pop-up page
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the PROBLEM RECORD LIST page.
Anchor Filters Filters
Filters
| Filters | |
| Filters |
Click FILTERS to specify a particular filter criteria to display the PRs assigned to your Workgroup. On clicking the Filters icon, the FILTERS pop up page is displayed.
Figure: FILTERS pop-up page
The following table describes the fields on the FILTERS page:
Field | Description |
|---|---|
Tenant | Search and select the Tenant from the list. |
Workgroup | Select the Workgroup from the list. |
Status | Select the status of the PRs from the list. For more information about PR Statuses, see Problem Record Status. |
Analyst | Select the Analysts assigned to the PRs. |
Problem ID | Select the Problem ID from the list. |
Log Time | Specify the PR log time date range in the From and To fields. |
| Risk | Select the Risk level of the Problem Record. |
| Pending Reason | Select the Pending Reason of the Problem Record. |
| RCA Deadline Violated | Select the RCA Deadline Violated value. |
| Resolution Deadline Violated | Select the Resolution Deadline Violated value. |
| RCA Violation Reason | Select the RCA Violation Reason of the Problem Record. Note: Select the RCA Violation Reason only when the RCA Deadline Violated value is Yes. |
| Resolution Violation Reason | Select the Resolution Violation Reason of the Problem Record. Note: Select the Resolution Violation Reason only when the Resolution Deadline Violated value is Yes. |
| Service Window | Select the Service Window of the Problem Record. |
View All Problem Records | Select the check box to view PRs from other Workgroups for which you do not have the Analyst access. This check box is available if configured by the Administrator (see: Configuring Problem Management Module). |
ADD NEW
Click ADD NEW to create a new Problem Record.
CONFIGURE COLUMNS
Click CONFIGURE COLUMNS to customize the columns on the page. For more information, see Personalizing Pages of SummitAI Platform.
EXPORT TO EXCEL
Click EXPORT TO EXCEL to export the report to Microsoft Excel Sheet.
EXPORT ALL
Click EXPORT ALL to export all the records to Microsoft Excel Sheet.
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