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SummitAI Service Management Help

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titleIncident Management

Incident Management

Expand
titleConcepts

Audit Flow

Audit Log

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

Expand
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

Expand
titleAnalysts

Analyst Dashboard

Logging Incidents for Users

Viewing and Updating My Workgroup Incidents

Viewing and Updating Incident Details

Sending E-mails

Remote Desktop Sharing

Feedback Moderation

Managing My Incidents

Work Orders

Creating Work Orders

Viewing and Updating Work Orders

Expand
titleAdministrators

Administrators

Configuring Incident Management Module

Configuring Custom Fields for Incident Management

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

Configuring Incident E-mail Notifications

Configuring Auto Work Orders

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents

Configuring Cost

Configuring Rules

Configuring Information Ticker

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page

Mapping Standard Operational Procedures

Configuring Feedback

Configuring End User Incident Details Page

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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Once the Work Item Fields are created, the Work Item Field Values must be mapped with the Incident Field values.

To map the Field Values:

  1. Click Incident > Configuration > TFS > Configure V-V Mapping. On the CONFIG. VALUE TO VALUE MAPPING List page click ADD NEW.
  2. On the CONFIG. VALUE TO VALUE MAPPING page, enter the required information and click SUBMIT. For more information about the fields on the CONFIG. VALUE TO VALUE MAPPING page, see Field Description.

CONFIG. VALUE TO VALUE MAPPING page

Figure: CONFIG. VALUE TO VALUE MAPPING page

Field Description

The following table describes the fields on the CONFIG. VALUE TO VALUE MAPPING page:

Field

Description

Incident Fields

All the Incident Fields are listed in the drop-down list. Select the required field name.

Work Item Fields

All the created Work Item fields are listed in the drop-down list. Select the required field name to be mapped to Incident Field.

Value(s)

The Value(s) fields display the respective values of the Incident and Work Item Fields.

Select a value in each field and click to map the respective field values

Active

Select the check box to activate the Field Values Mapping.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CONFIG. VALUE TO VALUE MAPPING page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Field Mapping for the selected Tenant.

  • To edit a Field Value Mapping, click the link. Make appropriate changes and click SUBMIT.
  • To display the inactive Field Value Mappings, click the Include Inactive check box.
Note
titleNote:

When the Field Value Mappings are displayed under the LIST table, the button ADD NEW is displayed on the ACTIONS panel.


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