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SummitAI Service Management Help

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titleIncident Management

Incident Management 1

Expand
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

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

Expand
titleReports

Viewing Reports

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A TFS Project is required to integrate TFS with SummitAI. You can define the Team Project Collection URL and the login credentials of the TFS account, in the Project. Once configured, the TFS Project maps the TFS with SummitAI.

To configure a Team Project Collection name:

  1. Click Incident > Configuration > TFS > Configuration. On the TFS CONFIGURATION List page click ADD NEW.
  2. On the TFS CONFIGURATION page, enter the required information and click SUBMIT. For more information about the fields on the TFS CONFIGURATION page, see Field Description.

TFS CONFIGURATION
Figure: TFS CONFIGURATION

Field Description

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

Field

Description

Always Log Into TFS

If this check box is selected, a bug will be logged in TFS, for every Incident created in SummitAI using this Project.

Team Project Collection

Select the required option in the drop-down list:

  • Create New Collection: Select this option to create a new Project.
  • Created Projects: All the Team Collection Alias Name created previously is displayed after Create New Project option. If selected, a new project will be created under the selected Team Collection Alias Name.

Team Project Collection URL

Enter the Team Project Collection URL. This will link the project to the defined TFS account.

Team Project Collection Alias Name

Type in the Alias Name for Team Project Collection

Team Project Name

Enter the Project Name.

User Name

Enter the User Name of  the TFS account.

Password

Enter the Password, as configured for the TFS account..

Team Project Alias Name

Type in the Alias Name for the Team Project.

Work Item Type

Select the Work Item Type in the drop-down list.

Is Default

If this check box is selected, the project is selected by default for the Team Project Collection field on TFS tab of INCIDENT ID page (Incident > User > Manage Incidents > Select Incident ID > INCIDENT ID page > TFS tab).

Active

Select this check box to activate the Project.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Team Project Collection for the selected Tenant.


  • To edit a Team Project Collection, click the Team Project Collection URL. Make appropriate changes and click SUBMIT.
  • To display the inactive Team Project Collection, click the Include Inactive check box.
Note
titleNote:

When the Team Project Collection configurations are displayed under the LIST table, the button ADD NEW is displayed on the ACTIONS panel.

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