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SummitAI Service Management Help

urlhttp://summitconfluence.symphonysummit.com:8090/display/PD/Service+Management
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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 Workgroup SLA Window defines the business hours of a Service Desk. Based on the SLA values, the resolution and response deadline values are calculated for an Analyst to respond and resolve the Service Requests (SRs). You can configure the SLA Window for SRs of a Workgroup under a Tenant.

To configure Workgroup SLA Window:

  1. Select Request > Configuration > SLA Configuration > Workgroup SLA Window.
  2. On the WORKGROUP SLA WINDOW page, select the Tenant and type in the new Workgroup SLA Window details. For information about the fields on the WORKGROUP SLA WINDOW page, see Field Description.
  3. Click SUBMIT. A new Workgroup SLA Window is configured.

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Field Description
Field Description
Field Description

The following table describes the fields on the WORKGROUP SLA WINDOW page:

Field

Description

DETAILS

Workgroup

Lists all the Workgroups corresponding to the selected Tenant. Select a Workgroup from the list.

SLA

Lists the available SLA Windows.

Examples:

  • 24/7 Support: Indicates that the support is available for “24 hours a day, 7 days a week”, usually referring to a Service available at all times without any interruption.
  • 24/5 Support: Indicates that the support is available for “24 hours a day, 5 days a week”.
  • 12/5 Support: Indicates that the support is available for “12 hours a day, 5 days a week”.

Select one or more SLA options that you want to configure for the Workgroup from the Available SLA Windows list and click the  icon to move to the Restricted SLA Windows To list. For more information about configuring different SLA Windows, see Configuring SLA Service Window. To remove a SLA option from the Restricted SLA Windows To list, select the SLA option and click  icon.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORKGROUP SLA WINDOW page.

IMPORT

Click IMPORT to update or create multiple Workgroup SLA Window Configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the WORKGROUP SLA WINDOW page. For more information see Importing Master Template Gen.


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truenoneRelease Noteshttp://summitconfluence.symphonysummit.com:8090/display/PD/SUMMIT+Release+NotestruenoneInstallation Guide http://summitconfluence.symphonysummit.com:8090/display/PD/Installation+GuidetruenoneOther Documents http://summitconfluence.symphonysummit.com:8090/display/PD/Other+1

Release Notes | Installation Guide | Other Documents