Templates are used for Change Records (CRs) and Rules are used for Incidents.
Templates are CRs with pre-filled values. While creating a CR, after filling in values for the CR, the CR can be saved as a Template. This Template can be used by other users while creating similar CRs without the need to fill in all the values.
Rules are helpful while logging Incidents. The SummitAI Incident Management module automatically creates Rules for frequently logged Incidents. The application created Rules are prefixed with the term [Auto]. These auto-created Rules keep updating as and when new Incidents are logged in the application and the older Rules are removed. The Analysts or Administrators can also manually create Rules. These Rules are also used for auto-complete assistance provided to the users while logging Incidents (Symptoms field).
Example: While logging an Incident for a wireless issue on the user's computer, Analysts can use the Rule created for the wireless issue. The Analyst does not have to fill the basic information, such as Tenant, Urgency, Impact, Priority, Service Window, and so on. The Analyst can modify these details as per the requirement.
Advantages
Saves time while logging Incidents/CRs.
Decreases the overall call handling time of the Analysts when the Analyst is logging the Incident for the End User.
Decreases the time required by an End User to log Incidents. Also, helps in choosing the correct options.
Configuring Rules and Templates
An Administrator can configure the Rules on the RULESpage, see Configuring Rules. These Rules are available to the Analysts while logging Incidents, see Logging Incidents for Users. A Template can be created by the Analysts while creating the CRs, see Creating Standard Templates. The Analysts can also use the existing Templates while creating CRs, see Creating Change Records.
