Feature released in SummitAI Service Management (Alps HF01, Incident and Service Request Management)
What's New?
The Analysts can now view all the other Workgroup Incidents/SRs using Global Search.
Configuration
- Enable the View Other Workgroup Incidents/ View Other Workgroup SRs check box on the TENANT page on the TENANT page (Admin > Basic > Infrastructure > Tenant > Select the Domain from the FILTERS pop-up page > Click SUBMIT > Select a Tenant from the LIST section > On the ACTIONS panel, click CONFIGURE DETAILS > Select the Module from the list as INCIDENT MANAGEMENT/SERVICE REQUEST > Under For Analysts section, enable the check box View Other Workgroup Incidents/ View Other Workgroup SRs > Click SUBMIT).
- Enable the Allow the Analyst to edit all Incidents and Allow the Analyst to edit all Service Requests check boxes on the ANALYST page (Admin> Basic > Infrastructure > Analyst > Select the Tenant > Specify the Configure as By Analyst > Under CONFIGURE BY ANALYST section, select the check boxes Allow the Analyst to edit all Incidents and Allow the Analyst to edit all Service Requests > Click SUBMIT).