Versions Compared

Old Version 6

changes.mady.by.user Shilpa K

Saved on

compared with

New Version Current

changes.mady.by.user Mayuresh Balaji Kamble

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Updated the digi-accordion macro with the following parameter(s): []

SummitAI Service Management Help

Panel
borderColor#72B0DE
bgColor#F0F0F0
Digi accordionexpand
titleService Request Management

Service Request Management 1

Digi accordionexpand
titleConcepts

Service Request Status 1

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

Work Orders

Digi accordionexpand
titleEnd Users

End Users

End User Dashboard

Viewing My Service Requests List

My Entitlements 2

Logging Service Requests 2

Viewing/Updating My Service Requests (SRs)

Approving Service Requests 1

Viewing and Updating My Cart Items 1

CSAT Survey

Logging Service Requests without Catalog 1

Digi accordionexpand
titleAnalysts

Analysts

Logging Service Requests for Users

Viewing Updating My Workgroup Service Requests 1

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation

true
Digi accordion
expanded
Expand
titleAdministrators

Configuring Service Request Management Module

Configuring Custom Fields

Configuring Classification

Configuring Closure Codes

Configuring Checklist

Configuring Resolution Codes

Configuring Pending Reasons

Configuring Work Order- Catalog Mapping 1

Configuring Impact

Configuring Priority

Configuring Priority Matrix

Configuring Workgroup SLA Window

Configuring SLA Service Windows 1

Configuring SLA Matrix 1

Configuring Urgency

Configuring User Types 1

Copying Data from Incident Management 1

Configuring Information Ticker

Configuring Approver Reminder 1

Configuring End User SR Details Page 1

Configuring Feedback

Configuring Catalog Approvers 1

Configuring SR E-mail Notifications 1

Configuring SR SMS Notifications 1

Recertifications

Configuring Application 1

Mapping Application to User

Configuring Recertification Period 1

Recertification Review

Configuring Feedback Questions

Configuring Feedback Questions in Different Languages 1

Digi accordionexpand
titleReports

Viewing Reports

Scroll export button
scopecurrent
template-idc9a14909-8f27-452d-bca0-164bee1a9265
captionDownload this Page
add-onScroll PDF Exporter

You can configure SLA by Category for Services Requests (SRs).

To configure SLA by Category:

  1. Select Request > Configuration > SLA Configurations > SLA Matrix.
  2. On the SLA MATRIX page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in new Priority Matrix details. For information about the fields on the SLA MATRIX page, see Field Description.
  4. Click SUBMIT. A new SLA Matrix value is configured.

    SLA MATRIX page
    Figure: SLA MATRIX  page

Anchor
Field Description
Field Description
Field Description

The following table describes the fields on the SLA MATRIX page:

Field

Description

DETAILS

Catalogs

Search for the Catalogs.

Priority

Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix.

SLA

Select a Priority to which you want to associate the Category and SLA. If you do not select any SLA, the default SLA is considered for the SLA Matrix.

Override able

If you select this check box, the Analysts can overwrite the configured SLA for the Category.

Active

Indicates the status of the SLA by Category.

  • If selected, the SLA by Category becomes an available option on the other pages of the application.
  • If not selected, the SLA by Category becomes an inactive value. The inactive SLAs by Category are not displayed in the SLA by Category list on the other pages of the application.

ACTIONS

This section explains all the icons on the ACTIONS panel of the SLA MATRIX page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Matrix values configured in the SummitAI application for the selected Tenant.


Figure: SLA MATRIX page: List of SLA Matrix values

  • To edit an SLA Matrix value, click the Service Type. Make appropriate changes and click SUBMIT.
  • To display the inactive SLAs Matrix values, click the Include Inactive check box.
Note
titleNote:

When the SLA Matrix configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new SLA Matrix.
  • Click IMPORT to update or create multiple SLA Matrix 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 SLA MATRIX page. For more information see Importing Master Template Gen.


Scroll ignore
scroll-pdftrue
scroll-officetrue
scroll-chmtrue
scroll-docbooktrue
scroll-eclipsehelptrue
scroll-epubtrue
scroll-htmltrue
1

Release Notes | Installation Guide | Other Documents