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SummitAI Service Management Help

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titleService Request Management

Service Request Management 1

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titleConcepts

Service Request Status 1

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 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

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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

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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

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titleReports

Viewing Reports

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The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Service Requests (SRs). You can configure and modify SLA Service Windows for a Tenant.

To configure SLA Service Windows:

  1. Select Request > Configuration > SLA Configurations > SLA Service Window.
  2. On the SLA SERVICE WINDOW page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new SLA Service Window details. For information about the text boxes on the SLA SERVICE WINDOW page, see Field Description. If you are configuring SLA Service Window for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management 1).
  4. Click SUBMIT. The new SLA Service Window is saved.

    SLA SERVICE WINDOW page
    Figure: SLA SERVICE WINDOW page

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Field Description
Field Description
Field Description

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

Field

Description

DETAILS

SLA Name

Type in the name for the SLA Service Window.

Holiday Calendar Location

Select the holiday calendar location for the SLA Service Window. Select the Use Analyst's Work Location check box to specify that the SLA Service Window will follow the holidays as per the assigned Analyst's holidays.

Time Zone

Select a time zone for the SLA Service Window.

Default

Select this check box to specify this SLA Service Window as the default SLA Service Window, which means that this SLA Service Window will be available as a default selection on the other pages of the application.

Active

Indicates the status of the SLA Service Window.

  • If selected, the SLA Service Window becomes an available option on the other pages of the application.
  • If not selected, the SLA Service Window becomes an inactive value. The inactive SLA Service Windows are not displayed on the other configuration pages of the application or in the SLA Service Windows list.

Service Window

24/7: Select this check box to indicate that the SLA is 24-hour Service throughout the week. If you select this option, the option to specify other SLA Service Windows are not displayed. If you do not select this option, you can specify the weekday, from time, and to time, and select the respective check boxes. Based on the selections, the new SLA Service Window is configured.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Service Windows configured for the selected Tenant.


Figure: SLA SERVICE WINDOW page: List of SLA service windows

  • To edit a SLA Service Window, click the SLA Name of the SLA Service Window. Make appropriate changes and click SUBMIT.
  • To display the inactive SLA Service Windows, click the Include Inactive check box.
Note
titleNote:

When the SLA Service Window 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 Service Window Configuration.
  • Click IMPORT to update or create multiple SLA Service 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 SLA SERVICE WINDOW page. For more information see Importing Master Template Gen.
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