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SummitAI Service Management Help

Panel
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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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You can configure or modify the e-mail Ids of the recipients for a specific Workgroup/Category, who are notified when the Expected Time to Resolution is updated.

To configure ETR E-mail Notifications:

  1. Select Incident > Configuration > Others > ETR E-mail Notification.
  2. On the ETR E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant.
  4. Make appropriate selections, and type in the required details.
  5. Click SUBMIT. A new ETR E-mail Notification is configured.

    ETR NOTIFICATION page
    Figure: ETR NOTIFICATION page

Field Description

The following table describes the fields on the ETR NOTIFICATION page.

Field

Description

Workgroup

Select the Workgroup.

Category

Select the Category.

E-mail ID

Specify the E-mail IDs. You can specify multiple E-mail IDs separated by semicolon (;).

Send Notification to Workgroup Owner

If selected, the E-mail notification is sent to the configured Workgroup Owner.

Send Notification to Analyst

If selected, the E-mail notification is sent to the configured Analyst.

Active

If selected, the ETR Notification configuration becomes active.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the ETR NOTIFICATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the ETR Notifications configured in the SummitAI application for the selected Tenant.

Figure: ETR NOTIFICATION page

  • To edit an ETR Notification, click the ETR Notification ID. Make appropriate changes and click SUBMIT.
  • To display the inactive ETR Notifications, click the Include Inactive Records check box.

Note
titleNote:

When the configured ETR Notifications are displayed under the LIST table, the ADD NEW button is displayed on the ACTIONS panel. Click ADD NEW to configure a new ETR Notification.

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