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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 User Types define the different types of users based on which the Analysts address the Service Requests (SRs). When the SRs are raised by the user belonging to a particular User Type, the SRs are displayed along with these indicators highlighting the criticality of the SRs. This helps the Analysts to prioritize the SRs assigned to them. You can configure and modify User Types for a Tenant.

To configure User Types:

  1. Select Request > Configuration > User Type.
  2. On the USER TYPE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new User Type details. For information about the fields on the USER TYPE  page, see Field Description.
  4. Click SUBMIT. A new User Type is configured.

    USER TYPE page
    Figure: USER TYPE page

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Field Description
Field Description
Field Description

The following table describes the fields on the USER TYPE page:

Field

Description

DETAILS

Name

Type in a name for the User Type.

Priority

Select the Priority for the User Type.

Impact

Select the Impact value for the User Type

Highlight Color

Provide a highlight color. The SRs logged by this User Type will be displayed in this highlight color.

Resource

Type in the resource name added to this User Type. You can also search for a resource using the Search icon. For more information about searching users, see Searching Users.

Active

Indicates the status of the User Type..

  • If selected, the User Type becomes an available option on the other pages of the application.
  • If not selected, the User Type becomes an inactive value. The inactive User Types are not displayed in the User Type list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the USER TYPE page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the User Types configured for the selected Tenant.


Figure: USER TYPE page: List of User Types

  • To edit a User Type, click the Name of the User Type. Make appropriate changes and click SUBMIT.
  • To display the inactive User Types, click the Include Inactive check box.
Note
titleNote:

When the User Types are displayed under the LIST table, the button ADD NEW, IMPORT and IMPORT USER TYPE RESOURCE MAPPING icons are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new User Type.
  • Click IMPORT to update or create multiple User Types, 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 USER TYPE page. For more information see Importing Master Template.
  • Click IMPORT USER TYPE RESOURCE MAPPING to configure multiple User Type and E-mail Ids. Upon clicking IMPORT USER TYPE RESOURCE MAPPING , 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 USER TYPE 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