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SummitAI Service Management Help

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titleIncident Management

Incident Management 1

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titleConcepts

Audit Flow

Audit Log 1

Auto Complete Assistance

Customer Satisfaction Survey (CSAT)

First Call Resolution (FCR)

Incident Vs. Problem

Incident Status

Major Incidents

Monitoring SLA

Parent and Child Incidents

Parent and Child Relationship

Remote Desktop

Response Time Vs. Resolution Time

SLA, OLA, and UC

Templates and Rules

Work Orders

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titleEnd Users

End Users

End User Dashboard

Logging Incidents

Viewing My Incidents List

Viewing/Updating My Incidents

Chatting with Analysts

Survey

Logging Incident for an Asset

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titleAnalysts

Analyst Dashboard

Logging Incidents for Users 1

Viewing and Updating My Workgroup Incidents 1

Viewing and Updating Incident Details 1

Sending E-mails 1

Remote Desktop Sharing 1

Feedback Moderation 1

Managing My Incidents 1

Work Orders 1

Creating Work Orders

Viewing and Updating Work Orders 1

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titleAdministrators

Administrators

Configuring Incident Management Module 1

Configuring Custom Fields for Incident Management 1

Configuring Category Incident Management 1

Configuring Closure Codes

Configuring Classification

Configuring Priority

Configuring Impact

Configuring Urgency

Configuring SLA Matrix

Configuring SLA Matrix By CI

Configuring Resolution Codes

Configuring ETR E-mail Notifications 1

Configuring Incident E-mail Notifications 1

Configuring Auto Work Orders 1

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons 1

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents 1

Configuring Cost

Configuring Rules

Configuring Information Ticker 1

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page 1

Mapping Standard Operational Procedures

Configuring Feedback 1

Configuring End User Incident Details Page 1

Configuring Incident Evaluator

TFS-SUMMIT Integration

Configuring TFS Project

Configuring Work Item Fields

Mapping Field Values

Configuring Mapping Profile

Configuring TFS Profile Mapping

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titleReports

Viewing Reports

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Report Description

This report displays the number of Incidents created, responded, and resolved every hour for the selected date range.
  Inflow Incident Timeline

Figure: Inflow Incident Timeline

 

On the graph, click Incident Responded bar (pink) to view the detailed report on the Incidents responded per hour. See Screen Shot.

INCIDENT RESPONDED BY EXECUTIVES page
Figure: INCIDENT RESPONDED BY EXECUTIVES page

On the table, click the number in hours column to view the list of Incidents in respective status.


Figure: Incident List

ACTIONS

This section explains the icons in the ACTIONS panel of INCIDENT INFLOW TIMELINE page.

Filters

Click FILTERS to open the FILTERS pop-up page and specify the filter criteria to display records in the  INCIDENT INFLOW TIMELINE report.

FILTERS window
Figure: FILTERS window

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.

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