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SummitAI Service Management Help

Incident Management

What is a Category?

A Category is a group, representing the type of an Incident. The Incidents raised by the End Users are grouped based on these Categories and assigned to the respective Analysts to resolve the Incidents. You can add and modify Category details for a Tenant.

To Configure Category:

  1. Select Incident > Configuration > Incident Masters > Category.
  2. On the CATEGORY page, select the Tenant. A list of all the configured Categories for the selected Tenant is displayed under the DETAILS section.

    CATEGORY page
    Figure: CATEGORY page

    Notes:

    • The Green color indicates a default Category.
    • The Red color indicates a deactivated Category.
    • The Yellow color indicates a new Category.
    • Grey color indicates disabled for end user categories.
      • If Parent Category is disabled, all Child Categories under that node are disabled. If a Child category is disabled, there is no impact on other Child categories and the Parent Category.  
      • If a Parent Category is enabled, all Child Category under the node are enabled. If a Child category is enabled, respective Parent Categories are enabled but other Child categories related to the Parent categories remains disabled.
  3. Right-click on any one of the configured Parent or Child Category, a pop-up list with the following options is displayed:
    1. Create Root Node: Click this option to create a new Root Node/Parent Category. A new Node/Category is created at the top of the configured Node/Category list.
    2. Create Child Node: Click this option to create a Child Node/Category. A Child Node/Category will be created for the Node/Category on which you have right- clicked.
    3. Rename: Click this option to rename a Node/Category.
    4. Inactive: Click this option to de-activate a Node/Category.
    5. Set as Default: Click this option to set a Node/Category as default Node/Category.

    6. Configure: Click this option to configure Category details.

       See Screenshot


      Figure: CATEGORY DETAILS pop-up page

      On the CATEGORY DETAILS pop-up page, you can do the following configuration:

      • Replicate To All Child Categories: Select the Replicate To All Child Categories check box to replicate the settings to all child nodes.
      • Enable Location-wise Workgroup Routing: Select the Enable Location-wise Workgroup Routing checkbox to configure location-wise workgroup, Default Analyst, and Workgroup Member(s).
      • Enable Manual Incident Closure: If selected, the Analyst needs to manually close the Incident irrespective of the Tenant level (see: SummitAI Platform Help) and Workgroup level (see: SummitAI Platform Help) configuration. The Category level configuration takes precedence.

      To Configure LOCATION – WISE WORKGROUP ROUTING on the CATEGORY DETAILS page:

      1. Select Enable Location-wise Workgroup Routing check box, the Location, Workgroup, Default Analyst, and Workgroup Member(s) drop-down fields are displayed.
      2. Select the Location, Workgroup, Default Analyst, and Workgroup Member(s) from the drop-down list and click ADD.
      • OTHER MAPPING: Under OTHER MAPPING, you can configure the Workgroup, Resolution Code, Closure Code and Add Skills for the selected Category. Click SUBMIT.
    7. Enable/Disable for End User: Click this option to enable or disable the category for the end user. This configuration is not applicable for the End Users associated with the selected customers in the Configure Customer pop-up page.
  4. Click SUBMIT to save the changes.

ACTIONS

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

EXPAND ALL

Click EXPAND ALL to expand all the configured Categories. To display the inactive Categories, click the Include Inactive check box.

Note:

When the expanded Category list is displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Category list.

IMPORT

Click IMPORT to update or create multiple Categories importing the Master Excel template. Upon clicking IMPORT, you are redirected to the EXCEL MASTERS IMPORT page, where you can download the Microsoft Excel template, and fill in the required data to update in the CATEGORY page (See: Importing Master Template in SummitAI Platform).

IMPORT LOCATION

Click IMPORT LOCATION to configure Location and Workgroup for multiple Categories. Upon clicking IMPORT LOCATION, you are redirected to the EXCEL MASTERS IMPORT page, where you can download the Microsoft Excel template, and fill in the required data to update on the CATEGORY page (See: Importing Master Template in SummitAI Platform).

SORT ORDER

Click SORT ORDER to sort the Classification and Category field values on the NEW INCIDENT  page.

CONFIGURE CUSTOMER

Select Customers to enable all the Categories for the selected Tenant. The end users associated with the Customers will have access to all the categories including the disabled Categories. 

To configure a Customer who can view all the Categories including disabled Categories:

  1. Click CONFIGURE CUSTOMER on the Actions panel.
  2. Type the Customer Name. Select the Customer in the list. The Customer name is displayed in the added list.
  3. Click SUBMIT. The Customer is configured.

    CONFIGURE CUSTOMER pop-up

    Figure: CONFIGURE CUSTOMER pop-up




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