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SummitAI Service Management Help

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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 Administrators can configure the Applications to set the category,catalog, and access type of the application.

To configure the Applications:

  1. Click Request > Configuration > Recertifications > Application Configuration.
  2. On the APPLICATION CONFIGURATION page, a list of all the configured Applications is displayed under the DETAILS section.

    APPLICATION CONFIGURATION
    Figure: APPLICATION CONFIGURATION

    Note
    titleNote:
    • The Red color code  indicates a inactive Application.
    • The Yellow color code indicates a new Application.
  3. Right click on any of the configured Application, a pop-up list with the following options is displayed:

    • Create Root Node: Click this option to create a new Root Node/Application. A new Node/Application is created at the top of the configured Node list.
    • Create Child Node: Click this option to create a Child Node/Application. A Child Node/Application is created for the selected Node/Application.
    • Rename: Click this option to rename a Node/Classification.
    • Configure: Click this option to configure the Application.

      APPLICATION CONFIGURATION
      Figure: APPLICATION CONFIGURATION

      Field Description

      The following table describes the fields on the APPLICATION CONFIGURATION page:

      Field

      Description

      Application Name

      Type in the name of the Application.

      Category

      Select the category of the Application in the drop-down list.

      Catalog

      Select the required catalog. All the Service Catalogs configured for the Category are displayed in the drop-down list.
      A Service Request is created with the selected Catalog when the configured Application is revoked.

      Description

      Type in the description for the Application.

      Access Type

      Access Type

      Type in type of access for the Application.

      Description

      Type in the description of the Application Type.

      Actions

      Click   to delete the Access Type.

    • Deactive: Click this option to deactivate the Node/Application.
  4. Click SUBMIT to configure the Application.

ACTIONS

This section explains all the icons on the ACTIONS panel of the APPLICATION CONFIGURATION page.

EXPAND ALL

Click EXPAND ALL to expand all the configured Applications.

  • To display the inactive Applications, click the Include Inactive check box.

Note
titleNote:

When the expanded Applications list are displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Application list.

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