Configuring Incident Templates

You can define Incident Templates for a Tenant. The Incident Templates define the template of the Incident to be logged in case of an Event, which requires an Incident to be logged.

To configure Incident Templates:

1. Select Operations > Configuration > General >  Incident Template.
2. On the INCIDENT TEMPLATE page, click the Filters icon and select the Tenant. Click ADD NEW on the ACTIONS panel.
3. Fill in the required details. For more information about the fields on the INCIDENT TEMPLATE page, see Field Description.
4. Click SUBMIT. The new Incident Template is configured.
   

   
   Figure:  INCIDENT TEMPLATE page

   Field Description
   

   The following table describes the fields on the INCIDENT TEMPLATE page:

   Field	Description
   DETAILS
   Template Name	Type in the name for the Incident Template.
   Tenant	Lists the assigned Tenants for the logged in user. Select a Tenant from the list.
   Workgroup	Lists the configured Workgroups. Select the Workgroup from the list.
   Impact	Lists the configured Impact values. Select the Impact from the list to indicate the Impact for an Event.
   Log As User	Type in the name of the User whose login ID needs to be used for auto logging of the Incident. To search for a User, click the Search icon. For more information about searching users, see Searching Users.
   Resolution Type	Specify the value for Resolution Type. Auto Resolve: Select this option for an Event to which you want to provide the resolution by the application through monitoring without any manual intervention. For example, if the CPU utilization is fluctuating in any Servers, the administrator can select this option. Once the CPU Utilization is back to normal, the Incident resolve e-mail is sent to the configured user ID. Manual Resolve: Select this option for an Event to which you want to provide the resolution through normal process after assigning the Incident to the Analyst. For example, if the hard disk utilization is increasing in any of the Server, the administrator can select this option. An alert e-mail is sent to the configured user ID. From there the assigned Analyst works on the issue to  resolve the Incident. Update: Select this option for an Event to which the incident details are updated and stored.
   Do Not Update	Select this check box, if you do not want to over write the values (Priority, SLA, Classification, Category, Urgency, Assigned Analyst, and Resolution Code) that are already configured for a selected Tenant and Workgroup combination. If not selected, the values of the specified parameters are over written.
   Priority	Lists the configured Priorities for a Tenant. Select the Priority from the list. For more information about configuring Priority levels, see SUMMIT Service Management Online Help.
   SLA	Lists the configured SLAs for a Tenant. Select the SLA from the list.
   Classification	Lists the various Classifications under which the Incident to be considered for resolution. To select the Classification, click the Search icon. The Classification pop-up page is displayed. Select a Classification that you want to associate with the specified Tenant and click OK.
   Category	Lists the Categories under the Incident to be considered for resolution. To select the Category, click the Select Search icon. The Category pop-up 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 specified Tenant and click OK.
   Urgency	Lists the configured Urgencies. Select the Urgency from the list to indicate the level of importance for the Incident.
   Assigned Analyst	Select the Analyst to whom you want to assign the Incident for providing the resolution.
   Resolution Code	Lists the configured Resolution Codes. Select the resolution code that you want to associate with the Incident from the list.
   Active	Indicates the status for the Incident Template. If selected, the Incident Template is active and is displayed in the Incident Templates list. If not selected, the Incident Template becomes inactive.

 ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the INCIDENT TEMPLATE page:

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Incident Templates for the selected Tenant.

Figure:  INCIDENT TEMPLATE page: List of Incident Templates

• To modify an Incident Template, click the configured Template Name. Make appropriate changes and click SUBMIT.
  • On the INCIDENT TEMPLATE page, while modifying an existing Incident Template, the CHANGE HISTORY icon is displayed on the ACTIONS panel. Click the CHANGE HISTORY icon to view the change history for the Incident Template. 
    

    
    Figure:  TEMPLATE NAME : <TEMPLATE NAME> pop-up page

     

    • Click the Print Table icon to print the JOURNAL table details.
    • Click the Export to Excel icon the export the JOURNAL table details to an excel sheet.

• To display the inactive Incident Templates, click the Include Inactive check box.

  Note:

  When the Incident Templates are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Incident Template.