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SummitAI Service Management Help

When a Service Request (SR) is logged, the SR Approver is notified after a specific period if the SR is not resolved. The period (number of days) after which the reminder is sent to the Approver is configured on the APPROVER REMINDER page.

To configure Approver Reminder:

  1. Click Request > Configuration > Approver Reminder Configuration. The APPROVER REMINDER CONFIGURATION page is displayed. The APPROVER REMINDER CONFIGURATION page displays the list of reminder configuration. The following table describes the fields on the APPROVER REMINDER CONFIGURATION page.

    Field

    Description

    Tenant

    Displays the Tenant selected for the configuration

    Category Name

    Displays the name of the category selected for the configuration.

    Reminder Days

    Displays the days configured to notify the approver, if the service request is not resolved within the specified period.

    Catalog Name

    Displays the catalog selected for the configuration.

    Updated Date

    Displays the time and date the configuration was updated.

    Active

    Displays the status of the configuration.

    • If True is displayed, the configuration is active.
    • If false is displayed the configuration is inactive.

    Note: The configurations with False status will be displayed on if Include Inactive check box is selected.

  2. On the APPROVER REMINDER CONFIGURATION page, click ADD NEW on the ACTIONS panel.

    APPROVER REMINDER page
    Figure: APPROVER REMINDER page

  3. Select the Tenant and type in the required values in Category, CatalogName, and Days. If you select the Active check box, the Approver Reminder becomes an available option.

    Note:

    If you select the ALL check-box, the Category and Catalog Name fields are disabled, and the reminder configuration is created for all the Categories and Catalogs. However, if any configuration exists for a specific Category or Catalog, the Approver is notified based on that configuration.

ACTIONS

This section explains all the icons on the ACTIONS panel of the APPROVER REMINDER CONFIGURATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Approver Reminders for the selected Tenant.

APPROVER REMINDER CONFIGURATION page
Figure: APPROVER REMINDER CONFIGURATION page

  • To edit an Approver Reminder configuration, click the Tenant link, edit the fields, and click SUBMIT.

Note:

When the Approver Reminders are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Approver Reminder.


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