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SummitAI Service Management Help

Incident Management

Updating Incidents - Various Actions

You can view, or modify the general details of an Incident, maintain user logs and Workgroup logs, establish Parent and Child Relationship, type in additional information as configured by the Administrator, add Partner information and Checklist, and see other related Incidents, or Change Records (CRs).

Note:

You can view/modify Incidents from other Workgroups if you are configured as a Power User.

To view or update Incident details:

  1. View or update the Incidents assigned to your Workgroup (see: Viewing/ Updating My Workgroup Incidents) or assigned to you (see: Analyst Dashboard IM).
  2. Select the Incident ID of the Incident that you want to view or update. The basic information about the Incident is displayed in the left column of the INCIDENT ID page ( For more information, see: Various Sections of the Page).
  3. View the Incident details or make the changes, if required. For more information about the fields under the various tabs of the INCIDENT ID page, see Incident Page: Various Tabs and Field Description.
  4. Click SUBMIT to save the changes.

Adding KRs Using Resolved Incidents

You can add the resolved Incidents to the Knowledge Base (KB). When the status of the Incident is changed to Resolved, under the GENERAL tab of the INCIDENT ID page, select the check box, Add to KB. The Incident details are copied to the Knowledge Base as a Knowledge Record (KR). On clicking SUBMIT, a new KNOWLEDGE RECORD page is opened. Validate the details and click SUBMIT. The KR needs to be authorized, approved, and published before it is available to the End Users and the other Analysts (as per specified user access). For more information about the Knowledge Management process, see Knowledge Management in Service Management.


Figure: INCIDENT DETAIL page: Adding Resolved Incidents to KB

Scheduling Incidents

You can schedule Incidents by specifying the Schedule Date under the GENERAL tab of the INCIDENT ID page. For more information about scheduling Incidents, see GENERAL tab in this same page.

Changing Incident Status

The status of the Incident in green color indicates the current status of the Incident. To change the status of the Incident, click the appropriate status, and then click SUBMIT. For information about the various Incident status values, see Incident Status.

Cancelling Incidents

You can also cancel the Incident by clicking the CANCELLED status on the INCIDENT ID page. This option should be enabled by the Administrator to allow cancellation of Incidents (see: Configuring Incident Management Module). On canceling an Incident, all the Work Orders created for the Incident are also auto-canceled.

 Logging Effort

When you are working on an Incident, you can log the time spent in analyzing and resolving the Incident. You can log the time spent on the Incident, Manually or by using the Stopwatch option.

  • Manually: Click Update under the Efforts section. Fill in the number of Days, Hours, and Minutes spent on the Incident under the COMMUNICATION tab under the PRIVATE LOG section.
  • USING STOP WATCH: Click Start under the Efforts section while starting the task and then click Stop when you finish working on the Incident. The Effort is automatically calculated.

 Various Sections of the Page

This section explains the various sections of the INCIDENT ID page.


Figure: INCIDENT DETAIL page

Section 1

On clicking the down-arrow next to the Incident ID, the following options are available:

Section 2

Following are the icons and links in this section that you can use to perform specific actions:

Field

Description

icon

Click this icon to chat with the Caller. For more information, see Chatting with Analysts.

icon

Click this icon to view the chat history details associated with the Incident. It displays the name of the user (User), the message (Message), and the date and time when the message was sent (Time Stamp).

CHAT HISTORY pop-up page
Figure: CHAT HISTORY pop-up page

icon

Click this icon to display the CALLER DETAILS pop-up page. You can view general details and additional information about the Caller.

CALLER DETAILS pop-up page
Figure: CALLER DETAILS pop-up page

Note: By clicking Caller Name also the users can view the CALLER DETAILS pop-up page.

When you attempt to change the caller of the incident to another caller whose customer is not mapped to the already configured category in the Category field, then the Category field remains blank. The following example explains the same scenario.

 Example

For Incident ID 739925, caller name is Fredrick Norton for the customer ACME France and Category is configured as Server. Here, the Category Server is mapped to the Customer ACME France.

Case 1

Now, you attempt to change the caller name to Ryan for the customer ACME Italy. Here, the Category Server is not mapped to the Customer ACME Italy. So, the Category field will remain blank for the caller Ryan.

Case 2

Now, you attempt to change the caller name to Ryan for the customer ACME Italy. Here, the Category Server is mapped to the Customer ACME Italy. So, the Category field will be displayed as Server.

icon

Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates about the Incident.

ADDRESS BOOK pop-up page
Figure: ADDRESS BOOK pop-up page

icon

Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the Incident.

Notification Method pop-up page
Figure: Notification Method pop-up page

icon

Click this icon to view the Caller's asset and link the Incident to an Incident, Change Record, Service Request, Problem Record, Work Order, and so on.

Relationship pop-up page
Figure: Relationship pop-up page

icon

Click this icon to view the Category-wise distribution of the Incidents logged by the user. 


Figure: USER INCIDENT HISTORY pop-up page

Field Description

The following table describes the fields on the USER INCIDENT HISTORY pop-up page:

FieldDescription
CategoryDisplays the Category of the Incidents with the count of Incidents logged under the Category.
Incident IDClick to view the Incident details.
Logged TimeDisplays the logged date and time for the Incident.
SymptomDisplays the symptom of the Incident.
PriorityDisplays the Priority of the Incident
Status

Displays the status of the Incident.

icon

Click this icon to request a Remote Desktop Sharing session. 

Figure: Remote Desktop Sharing pop-up page

Field Description

The following table describes the fields on the Remote Desktop Sharing pop-up page:

FieldDescription
RDP Type

Displays the RDP options. Select the required option from the displayed list. Available options are as follows:

  • Microsoft Teams - Select it RDP session has to be established using MS Teams. 
  • Screen Connect - Select it RDP session has to be established using MS Screen Connect. 
  • Webex - Select it RDP session has to be established using Webex. 
  • TeamViewer - Select it RDP session has to be established using TeamViewer. 
Topic NameDisplays the topic name.
Analyst E-mail IDDisplays the e-mail ID of the Analyst.
Customer E-mail IDDisplays the e-mail ID of the customer. 
RequestClick Request to start the RDP session.
Cancel RequestClick Cancel Request to cancel the RDP session.
Create the session with a security codeSelect this checkbox to create the RDP session with a security code. 
Join the session immediatelySelect this checkbox to start the RDP session immediately.
Session History
Customer E-mail IDDisplays the customer's email ID of the customer for the specific RDP session.
Session IDDisplays the session ID of the specific RDP session.
Security CodeDisplays the security code of the specific RDP session.
Requested DateDisplays the date on which the RDP session was conducted. 
Actions

Click Audit Log hyperlink. The Audit Log pop-up is displayed.

Figure: Audit Log pop-up

  • Provider - Displays the type of RDP connector by which the RDP session was setup. 
  • Session ID - Displays the session ID of the RDP session.
  • Start Date/Time - Displays the date on which the RDP session was done and time on which the RDP session was started. 
  • End Date/Time - Displays the date on which the RDP session was ended and time on which the RDP session was ended. 
  • Participants - Displays the list of participants who took part in the RDP session.

For more information about REMOTE DESKTOP SHARING page, see Remote Desktop Sharing.

Change Callericon

Click this icon to change the Caller of the Incident. Select the Change Caller option and type in the user name in the Change Caller text box. You can also select a user by clicking the Search icon and typing in the user's name in the Search User pop-up.

Change Caller
Figure: Change Caller

Logged By User Name

Click the Logged By User Name link to display the USER DETAILS pop-up page. On the USER DETAILS pop-up page, you can view general details and additional information about the User.

USER DETAILS pop-up page
Figure: USER DETAILS pop-up page

Attachments

Click the Upload icon, choose the file you want to attach and click Open. Click Submit.

Note:

  • The User can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.
  • The End User can view the uploaded attachments on the Incident Details page (Incident > User > My Incidents).

Section 3

See: Measuring Effort

Section 4

This section displays the possible status values of an Incident. The current status of the Incident is indicated with a green highlight color. You can also change the status of the Incident, see Changing Incident Status.

If the incident status is Pending Approval, there will be one more workflow section on Incident ID details page.  A sample screenshot is shown below:


Figure: Incident Detail Page (Workflow Section)

This section displays the approval workflow of the incidents for which the status is Pending Approval.  The workflow displays the total number of approval levels along with the status of the approval level. Available statues are as follows:

      • Completed - The Completed status indicates that the Approval is done by the approver. The Completed status of the workflow is indicated with a green highlight color.
        For Example: 

        The following diagram displays the following information:

        Level Information 
        Level 1Level 1 approval is completed and highlighted in green color.
        Level 2Level 2 approval is pending and it will be without highlight.




    • Pending - The Pending status indicates that the Approval is pending from approver.
    • Approved - When all the approvals are done then the workflow status will be "Approved" and all the boxes will be highlighted as green. Also, the Incident Status will be changed to Closed. A sample screenshot is shown below:


      Figure: Approved Status 

Section 5

These are the various tabs available on the INCIDENT ID page.

Note:

  • The asterisk mark on the tab indicates that there are some mandatory fields, which must be filled in.
  • The orange color dot on the tab indicates that relevant information is available under the tab.
  • The numbers on the RELATIONSHIP tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the Incident is related.
  • The tab for which information is currently displayed on the INCIDENT ID page appears with a grey color background.

For more information about the fields under these tabs, see Incident Page: Various Tabs and Field Description.

Section 6

This section displays the various actions that you can perform on the INCIDENT ID page, see ACTIONS.

Incident Page: Various Tabs and Field Description

This section describes the fields on the INCIDENT ID page.

 GENERAL

You can provide general information about the Incident, such as assigned Workgroups, assigned Analyst , Response Time, ETR (Expected Resolution Time), Solution, and so on under the GENERAL tab.


Figure: GENERAL tab 

The following table describes the fields under the GENERAL tab:

Field

Description

CLASSIFICATION

Urgency

Search and select the Urgency level from the list to indicate the Urgency of the Incident.

Priority

Search and select the Priority from the list to indicate the Priority for the Incident. This drop-down list may be read-only based on the matrix configuration. However, if the Administrator has selected the check box, Allow Workgroup Owner to Edit Priority, you can still edit the Priority of the Incident if you are the Workgroup Owner of the Workgroup to which the Incident belongs to (see: Configuring Incident Management Module).

Impact

Search and select the Impact from the list to indicate the Impact of the Incident.

Classification

Lists the various Classifications under which the Incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list page is displayed. You can use the Expand icon to view the sub?classifications in the Classification tree. Select a Classification that you want to associate with the Incident.

Click to clear the field.

Category

Lists the various Categories under which the Incident can be considered for resolution. To select the Category, click the Search icon. The Category list page is displayed. You can use the Expand icon to view the sub?categories in the Categories tree. Select a Category that you want to associate with the Incident.

Click  to clear the field.

Major Incident

Select the box to mark the Incident as Major Incident.

Tag

Tags are the labels that you can create and/or link with the records. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner.

Search and Select the Tag to which you want to associate the Incident. The Tags are displayed under the following categories:

  • Tags created by me
  • Tags created for specific workgroup
  • Tags for Global

Note

  • To perform a search, type in a minimum of two characters.

  • If no Tag is available for your search, you can create a new Tag.

     Add New Tag

    Perform the following steps to create a new Tag:

    1. Type in the key word and click Create Tag is displayed below:

      Figure: Create Tag

      The Tag with default attribute value is created successfully.

    2. Fill in the required details and click SUBMIT.

    3. Click the edit icon beside the Tag name.

      Figure: Edit Tag

      Note

      • You can delete the tag which you created by clicking the X icon beside the Tag name. For more information about the fields, see Field Description.
     Edit Existing Tag

    To edit the existing Tag value from the details page, perform the following steps:

    Prerequisites:

    Make sure that the tag is not linked to any module. If the Tag is linked to any modules, you can only edit the value of Expiry Date attribute.

    1. Search and select the required Tag.
    2. Click the edit icon beside the Tag name.
    3. Fill in the required details and click SUBMIT. If the tag is linked to any module, edit the Expiry Date as shown below:

      Figure: Edit Tag
      For more information about the fields, see Field Description.
     Field Description

    Field

    Description

    Tag Name

    Type in a name for the Tag.

    Color Code

    Select a color from the color box to associate it with the respective Tag. The configure color code Tag is displayed for the Service Requests.

    The default color code of the Tag is  

    Access To

    Click the required radio button to select the viewing level of the Tag.

    The available options are:

    Myself: This tag will be a private tag accessible only by the tag creator.

    Specific Workgroups: This tag will be shared across the associated workgroup(s) that the creator selects.

     Global: This tag will be shared across all users and workgroups for the selected Tenant in which the incident is created.

    Workgroup

    This mandatory field is displayed only when Specific Workgroups is selected for Access To attribute.

    Search and select the required Workgroups to those you want to give the access. If this Workgroup is selected for the Incident then this Tag will be displayed for the respective module.

    Tag Expiry Date

    Select an appropriate expiry date for the Tag. Make sure that the expiry date is greater than or equal to the current date.

    Note

    • The tag will no longer be available for use after its expiry date is elapsed.
    • However, this tag is visible only up to its expiry date in all the existing tickets wherever it is used.

    Active

    Indicates the status of the Tag value.

    • If selected, the Tag value becomes an available option on the other pages of the application.
    • If not selected, the Tag value becomes an inactive value. The inactive Tag values are not displayed in the Tag list on the other pages of the application.
    • If the Tag is inactive, then an administrator should activate the Tag for continue usage against new records.
    • If the tag is already in use and an administrator wants to deactivate the tag, then a pop-up message is displayed that tag will be delinked from the existing records.

ASSIGNMENTS

Workgroup

Select the Workgroup to which you want to associate the Incident.

Sub Workgroup

Select the Sub Workgroup to which you want to associate the Incident. If a Sub Workgroup is selected, the Analysts belonging to the selected Sub Workgroup receive the notification e-mails.

 See Screenshot

Notification Template
Figure: Notification Template

Note:

To receive the notification e-mails, the Administrators need to add the following key in the SummitAI DB:
select * from Summit_Config where Config='IM_Notifications_Sub_Workgroup' and update 'Config_val = True'.

Schedule Date

Click the Calendar icon to select the scheduled date and time for the Incident (scheduling Incident).

Assigned To

Select the Analyst to whom you want to assign the Incident. Click the Analyst icon to view the workload of the Analyst. It displays the number of Incidents and Work Orders assigned to the selected Analyst along with their status in the Analyst Workload pop-up.


Figure: Analyst Workload pop-up

Following statuses are available in the Availability Status drop-down field on the MY PROFILE page.

  • Online (Green)
  • Offline (Grey)
  • Away (Amber)

For more information, see Viewing and Updating Your Profile Details topic in SummitAI Platform.

Online

By default, after a successful login into the Application, the Availability Status is auto-set to Online and a green dot is displayed on the Profile icon. A different status is displayed when the Analyst modifies it to another status.

Note:

The Availability Status of an Analyst is Online when the Analyst is logged into the Application using the SummitAI Mobile App.

Away

The Away status is displayed on the Profile icon in the following scenarios:

  • The Analyst manually changes the Availability Status to Away on the MY PROFILE page.
  • Analyst is logged in, however, the Analyst's session is auto-timed out by the Application or forcefully timed out.
Offline

The Offline status is displayed on the Profile icon in the following scenarios:

  • The Analyst is not logged into the Application on the current day (today).
  • The Analyst manually changed the Availability Status to Offline on the MY PROFILE page.
  • When the Analyst logs off from the Application manually.

Historic Data button is available on the Analyst Workload pop-up window. By clicking upon this button a ANALYST STATUS REPORT pop-up is displayed as follows.

Figure: ANALYST STATUS REPORT pop-up

Following details are displayed on the ANALYST STATUS REPORT pop-up:

  • Date (Calendar): You can select the date in this field to search the analyst details.
    Note: Select the valid date, either current or a past date. If you select a future date, a validation message is displayed on the pop-up. 
  • Analyst Name: It displays the analyst's name for whom the Incident is assigned.
  • Total Time (Except Offline): The total time that the analyst was available.
  • Available: It displays the analyst available time.
  • Busy: It displays the analyst busy time.
  • Do not disturb: It displays the analyst do not disturb time.
  • Away: It displays the analyst away time.

The time is displayed in HH:MM format.

You can see the list of analysts who belong to a specific workgroup and their availability status in real time along with their ticket assignment and workload. The analysts who belong to a selected workgroup are displayed on the ANALYST STATUS REPORT pop-up.

Note:

The Historic Data button on the Analyst Workload pop-up is available only for Workgroup owners. Analysts from other workgroup cannot view it.  

Historic Data button is available only if the particular ticket is unassigned and its status is New or Assigned.

Example, if the ticket is in In-Progress status then the Historic Data button is not displayed when you click on the Assigned To field.

Service Window

Specify the Service Window details.

Response SLA

Displays the Response SLA date and time. Within the displayed time the Incident should be responded.

  • Deadline: Displays the response date and time that is calculated based on the Priority and SLA details of an incident.
  • Actual: The time is updated automatically in this field, whenever an incident is assigned to an Analyst.

Resolution SLA

Displays the Resolution SLA date and time. Within the displayed Resolution Time the Incident should be Resolved.

  • Deadline: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority and SLA details of an incident.

    Note:

    If you change the status to Pending the time and date values are cleared. The SLA clock stops when the incident status is changed to Pending.

  • Actual: Displays the resolution date and time of an incident, whenever the status of incident is changed to Resolved.

Violation

Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the Violation is Yes, you need to provide a reason. See Screen Shot.

Violation pop-up
Figure: Violation pop-up

EXPECTED TIME TO RESOLVE (ETR)

ETR

Click the Calendar icon to select the expected time to resolve the Incident. If your are updating the ETR, you need to provide a reason.

ETR change reason pop-up
Figure: ETR change reason pop-up

Remarks

Specify the Remarks.

SOLUTION: This section is displayed only for a resolved incident.

Solution

Specify the solution provided to resolve the Incident.

Resolution Code

Select the Resolution Code for the Incident from the list.

Add to KB

Click the check box to add the resolved Incident as a KB Record.

 COMMUNICATION

You can share the user log with the End User as comments under the COMMUNICATION tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click the SUBMIT button. The Private log can be updated by the individuals working on the ticket. The private logs are for internal support teams and workgroups and are not available or visible to end users. Also, the follow-up can be recorded based on the number of times the End user followed-up with the Analyst.

COMMUNICATION tab
Figure: COMMUNICATION tab


The following table describes the fields under the COMMUNICATION tab:

Field

Description

USER COMMUNICATION

Template

You can select a template from the list for user communication.

User Communication

Type in the Incident information that you want to share with the End User through an e-mail.

PRIVATE LOG

Actual Efforts

You can log in the actual effort required for the Incident.

Analyst Internal Communication

Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. The information updated in the private logs are not sent to End Users or Callers. 

FOLLOW-UP DETAILS

Record End User Follow-up

If this check box is selected, the number of times the End user followed-up with Analyst is recorded.

Follow-up Count

Displays the total number of Follow-ups.

Remarks

Specify the follow-up remarks.

ATTACHMENTS

Click the Upload icon, choose the file you want to attach and click Open. Click Submit.

Note:

  • The Users can upload an attachment (file, image, or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.
  • The End User can view the uploaded attachments on the Incident Details page (Incident > User > My Incidents).

Note:

  • You can view the e-mail communications under the Attachment section.
  • You need to update information under the COMMUNICATION tab and the Private Log is mandatory if the Incident is transferred to a different Workgroup or the status is changed.
 CHECKLIST

There may be a list of actions you need to perform before resolving an Incident. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the Incident. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.

CHECKLIST tab
Figure: CHECKLIST tab

 RELATIONSHIP

You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the Incident using the Link list under the RELATIONSHIP tab. You can also create new Incidents, PRs, SRs, and so on to link to the Incident using the Create list.

To link any module to an Incident:

  1. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

    Relationship tab
    Figure: RELATIONSHIP tab


  2. Enter the required details and click SEARCH.
    Example of Relationship search filters
    Figure: Example of Relationship search filters

  3. Select the record to be linked and click LINK.
    Example of Relationship search result
    Figure: Example of Relationship search result

  4. The linked record is displayed under the RELATIONSHIP tab.

    Note:

    • If you create a Change Record (CR) from the RELATIONSHIP tab of the Incident page, the Incident cannot be closed until the CR is in Implemented status. This is applicable, if the check box, Linked CR Implementation Prevents Incident Closure, is selected by the Administrator (see: Configuring Change Management Module). Notification e-mails are sent to the Incident Caller for each update of the CR.
    • If the Do Not Update Child Priority check box is selected, while Incident linking the Priority of the Child Incident is not changed to the Priority of the Parent Incident. In such a case, the configured Priority Matrix for the Parent Incident is not applicable for the linked Child Incident.
    • When a Child Incident is linked to a Parent Incident, the Response Time of the Child Incident is equal to the linked time.

    • If you link a Configuration Item topic in Configuration Management Database for which the SOP topic in SummitAI Platform is configured you can view the SOP details by clicking SOP icon.

      SOP Template
      Figure: SOP Template

    • If you link a Configuration Item, for which SLA is configured, the Priority and SLA of the Incident changes as per the Priority and SLA configured for the CI. However, the SLA and Priority configured for the CI cannot override the SLA and Priority configured for a User Matrix.
 TROUBLESHOOTING

You can see other open Incidents, similar Incidents, Knowledge Records (KR), Change Records (CRs) to better analyze and provide a quick solution to the incident under the TROUBLESHOOTING tab. You can view the list of Incidents, which are similar to this Incident to take necessary steps to resolve it.

TROUBLESHOOTING tab
Figure: TROUBLESHOOTING tab


The following table describes the fields under the TROUBLESHOOTING tab:

Field

Description

SIMILAR OPEN INCIDENTS

Displays the open incidents, which have similar symptom as the Incident.

SIMILAR CLOSED/RESOLVED INCIDENTS

Displays the closed/resolved Incidents which have similar symptom as the Incident.

RELATED KNOWLEDGE ARTICLES

Displays the Knowledge Record associated with the Incident.

POSSIBLE REMEDIATIONS

Displays the possible remedies for the Incident.

POSSIBLE ROOT CAUSES

Displays the root cause of the Incident.

RELATED CHANGE RECORDS

Displays the Change Records associated with the Incident.

RELATED CONFIGURATION ITEMS

Displays the Configuration Items associated with the Incident.

CURRENT ENVIRONMENTAL ISSUES

Displays the current environmental issues related to the environment. For example: If server or network in the environment is down, that information is available under this section.

 VENDOR INFORMATION

You can provide details about any external Vendor who is related to the Incident under the VENDOR INFORMATION tab. You can add or view details of the external support where an external Vendor is involved. The external support details are not shared with the End User, but is added here for your reference. This tab is available if enabled by the Administrator (see: Configuring Incident Management Module).

VENDOR INFORMATION tab
Figure: VENDOR INFORMATION tab

The following table describes the fields under the VENDOR INFORMATION tab:

Field

Description

Vendor

Lists the configured Vendor. Select the Vendor name from the list.

Location

Type in the location of the Vendor.

Configuration Item

Lists the mapped CIs for the Partner Incident. Select a Configuration Item from the list.

Service NameSelect the Service Name from the list.

Contact Person

Displays the name of the person who had helped to resolve or in providing the information of the customer Incident.

Incident ID

Type in a unique identification number of the Vendor Incident, which is logged by the Vendor in relation to an Incident. After you enter the Vendor Incident ID, it is mandatory to specify the Start Date and Status details.

UrgencyLists the configured Urgency options. Search and select the Urgency option from the list.
ImpactLists the configured Impact options. Search and select the Impact option from the list.
PriorityLists the configured Priority options. Search and select the Priority option from the list.

Underpinning Contract

Lists the mapped Underpinning Contract options for the Vendor Incident. Select the Underpinning Contract from the list. The selected Underpinning Contract defines the SLA for the Incident.

StatusSearch and select the status from the list.

Start Date

Specify the date and time on which the Vendor Incident is initiated. Click the Calendar icon to select the start date of the Vendor Incident.

Resolution Deadline

The Resolution Deadline is auto-populated based on Urgency, Impact, Priority, Underpinning Contract, and Status values.

End Date

The End Date is captured automatically when the Vendor Incident Status is changed to Resolved.

SLA Violated

Displays the SLA status for both response and resolution time as violated or not.

  • SLA Violated = Yes
  • SLA not Violated = No

Solution

Specify the solution that is provided to resolve the Incident.

Note:

On selecting the Vendor in the Vendor drop-down list, the configured Underpinning Contract options are populated in the Underpinning Contract drop-down list.

 ADDITIONAL INFORMATION

You can document the additional information about the Incident under the ADDITIONAL INFORMATION tab. Based on the organization’s needs, the Administrator configures the information to be displayed under this tab (see: Configuring Incident Management Module). OLA details are also displayed under this tab calculating OLA and OLA violation whenever the Incident is transferred between the Workgroups (based on OLA configuration in the SLA). Both the Source Workgroup (The Workgroup from which the Incident is transferred) and Target Workgroup (The Workgroup to which the Incident is transferred) should be configured in the OLA contract to capture these details.

ADDITIONAL INFORMATION tab
Figure: ADDITIONAL INFORMATION tab

 ORCHESTRATION Tab

You may need to perform some repetitive tasks in order to resolve an Incident. Under the RUNBOOK AUTOMATION tab, specific actions can be executed automatically or with very less manual intervention. The Administrators need to configure the Runbook Scripts and the Conditions when these Runbook Scripts should be executed. Based on the configuration, the scripts are executed on the target machine.

ORCHESTRATION tab
Figure: ORCHESTRATION tab

 TFS

You can configure the fields under the TFS tab to create a bug in TFS .for the logged Incident. The  Bug in TFS is updated based on the configuration of the fields on the TFS tab of the Incident.

TFS tab
Figure: TFS tab

Field Description

The following table explains the fields on the TFS tab:

Field

Description

Team Project Collection

Select the Team Project Collection name in the drop-down list. For more information about configuring the Team Project Collection, see Configuring TFS Project.

Team Project

The Team Projects created for the Team Project Collection is listed in the drop-down list.
Select the required option in the drop-down list. For more information about configuring the Project, see Configuring TFS Project.

Work Item Type

Select the required Work Item Type.

Note:

The following tabs are displayed on the Incident Details page based on the configuration on the TENANT Configuration page:

  • Troubleshooting Tab
  • Vendor Information Tab
  • Runbook Automation Tab
  • Checklist Tab
  • Additional Information Tab
  • TFS Tab

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the INCIDENT ID page.

 TRANSFER

Click TRANSFER to transfer Incidents to another Tenant and specify the Workgroup in that Tenant to which the Incident should be transferred. Provide a reason for transferring the Incident in the Reason text box.


Figure: TRANSFER pop-up page

 CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Incident, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Incident.

CHANGE HISTORY
Figure: CHANGE HISTORY pop-up page

The following table describes the field on the CHANGE HISTORY page:

Field

Description

Column Name

Displays the name of the field from the Incident page that is changed.

Change Date

Displays the latest date and time at which the Incident details was changed.

Changed By

Displays the name of the person who has changed or edited the Incident details.

Old Value

Displays the old value of the field and is changed to a new value.

New Value

Displays the current value of the field.

Incident Flow

Displays the Incident flow details.

Mail History

Displays the mail history details of the Incident. Click the link More to view complete conversation details that occurred between the User and the Analyst. You can also view the list of Recipients who have disabled the E-mail notification.

Effort History

Displays the time spent on by Analysts on the Incidents.

Elapsed Time By Workgroup

Displays the time spent on the Incident by the Workgroup on the Incidents.

 APPROVE INCIDENT RECORD

Click Approve Incident Record to approve or reopen the incident.

Select the required option from the Approval Status drop-down list. Available options are as follows:

  • Approved - If Approved is selected then the current approval status will be moved to Approved, and the incident sub-status will be the status based on the Update IM status to configuration done while configuring approval workflow for the specific approval level.
  • Reopen - If Reopen is selected then the ticket is reopened, and the status of the Incident should be auto updated to In-Progress.

Specify the remarks to reopen or approve the Incident in the Remarks text box.


Figure: Approve Incident Record pop-up page

Note:

The approval configuration of the resolved incidents will supersede the auto-approval configurations.

 KNOWLEDGE BASE

Click KNOWLEDGE BASE to view the KNOWLEDGE BASE pop-up page with the following fields:

KNOWLEDGE BASE pop-up page
Figure: KNOWLEDGE BASE pop-up page

LOOKING FOR AN ANSWER: The Symptom of the incident is automatically picked up and search for Knowledge Records. Also, Knowledge Record can be queried out by keying in the exact word as configured in “Knowledge Details” screen.

KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident. This helps in easy search of more relevant KRs and using them for resolving the Incidents. Click a Knowledge Record link to view the Knowledge Record details on a new browser tab.

KNOWLEDGE RECORD DETAILS page
Figure: KNOWLEDGE RECORD DETAILS page 

Various sections of the KNOWLEDGE RECORD DETAILS page:

  • Rating KRs
    You can provide feedback for a KR by clicking the stars and typing in your remarks. Click SUBMIT to save your feedback and remarks.

  • LOOKING FOR AN ANSWER
    You can search and view the Knowledge Records using the LOOKING FOR AN ANSWER field on the KNOWLEDGE RECORD DETAILS page. The selected Knowledge Record is displayed with a grey color background.

  • RECENTLY VIEWED
    You can view the list of last five recently visited Knowledge Records under the RECENTLY VIEWED section.

Note:

If a Knowledge Record is configured as a public article (For more information about Public Article, see Adding Knowledge Records in Service Management), the Knowledge Record can be shared with a user even if the user does not have any access to the SummitAI application. The Public Knowledge Records open in a new tab on your browser and not as a pop-up page within the Application.

 See Screenshot

Figure: KNOWLEDGE RECORD DETAILS page: Public Article

 COPY INCIDENT

Click COPY INCIDENT to copy details from an existing Incident to this Incident. On the COPY INCIDENT pop-up page, type in the Incident ID from which you want to copy information, and then click SUBMIT. The details from the Incident are copied to the new Incident.

COPY INCIDENT pop-up page
Figure: COPY INCIDENT pop-up page

 SEND E-MAIL

Click SEND E-MAIL to send e-mails to Workgroup, Workgroup Owner, assigned Analyst, or Caller. (See Sending E-mails)

 REMINDER

Click REMINDER to set up a reminder for the Incident. You can specify the date for the reminder (Date). You can select the users who should be sent the reminder (Notify Users and Other Users). You can also trigger to create a new Incident (Create Incident check box).

REMINDER
Figure: REMINDER pop-up page

 CONVERT TO REQUEST

Click CONVERT TO REQUEST to convert an Incident to a Service Request as per the configurations made by the Administrator.

  • Manually Resolve Incident (The Incident and the Service Request need to be resolved individually)
  • Auto Cancel the Incident (The Incident is cancelled automatically after the Service Request is created and the Service Request need to be resolved manually)
  • Auto Resolve Incident (The Incident will be resolved automatically when the Service Request is resolved)


Based on the option selected (from the above listed options) by the Administrator during the Tenant configuration, an appropriate message is displayed to you. Click OK to create the Service Request. You can specify the SR details on the LOG SERVICE REQUEST page. For information about logging SRs for Users, see Logging Service Requests for Users.

 AUDIT FLOW

Click AUDIT FLOW icon to view a pictorial representation of the audit flow. For more information about Audit Flow, see Audit Flow.

AUDIT FLOW
Figure: AUDIT FLOW page

 COMMUNICATION HISTORY

Click COMMUNICATION HISTORY icon to view the different types of communications, such as User Communication, Private Log, System Generated E-Mails, Chat History, and Mails sent via Send E-Mail. 


Figure: COMMUNICATION HISTORY pop-up page

Section 1 - Incident Details

This section includes the Incident Details such as:

  • Incident ID
  • Incident Caller Name
  • Incident Logged Time 
Section 2 -Filters

This section includes the various filter options such as:

  • ALL - Select this check box to view all communications in section 4 (Content Display Area).
  • User Communication - Select this check box to view user communication mails (To and From the interaction between Analyst and End User) related to the selected incident.
  • Private Log - Select this check box to view the information shared with the other team members or other Workgroup members through an e-mail.
  • System Generated E-Mails - Select this check box to view all the System Generated E-Mails such as Incident Assigned, Incident Pending, Incident Reminder, and Incident Resolved 
  • Chat History - Select this check box to view the conversation that happened between the Analyst and End User. 
  • Mails sent via Send E-Mail - Select this check box to view the E-Mails sent via the Send E-Mail option.
Section 3 - Actions

This section includes various actions such as:

  • Search Communication History textbox
    You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via "Send E-Mail", and Approval Information) and display the communications which have these keywords.

  • Sort 

    (Ascending)- Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order.

     (Descending)-  Click this icon to view all the line items in section 4 (Content Display Area) in Descending order.

  • Expand All/Collapse All

     (Expand All) icon - Click this icon to expand all the line items in section 4 (Content Display Area).

     See Screenshot



    Click More to view the complete email as shown below.


     (Collapse All) icon - Click this icon to collapse all the line items that are expanded in section 4 (Content Display Area).

Section 4 -Content Display Area
  • Attachments

    To view attachments, click the Expand icon. Once the line items expanded, the Analyst can see the email Body and Attachments. Click the attachment name to view the attachment in new tab. 

 TEMPLATES

Click TEMPLATES to select a Rule from the TEMPLATES pop-up page. Select a Rule from the list and click SUBMIT. Using the configured Rules you can quickly update the Incidents without the need to re-enter all the values. The Rules are configured based on the commonly logged issues and values are entered in the Rules. When the Analysts come across an Incident similar to the defined Rule, they can select the Rule and all the values defined in the Rule are auto-populated. This saves time and also reduces the possibility of making mistakes. The Rules prefixed with [Auto] mean that these Rules are auto-created by the application based on the resolved Incidents.


Figure: TEMPLATES pop-up page

 EXPORT TO PDF

You can export section-wise Incident details in PDF.

To export Incident Details in PDF:

  1. Click EXPORT TO PDF icon on the ACTIONS panel. The EXPORT TO PDF pop-up page is displayed.

    Incident Details page
    Figure: Incident Details page

  2. On the EXPORT TO PDF pop-up page, select the required sections.

  3. Click Export.


    Figure: Exported PDF

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