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SummitAI Service Management Help

Incident Management

You can configure SLA Matrix by Configuration Item (CI) for Incidents under a Tenant. This Matrix is applied to the Incidents when configured CIs are linked to the Incidents under the RELATIONSHIP tab (see: Viewing/Updating Incident Details). If more than one CI is linked to an Incident, the SLA Matrix having least Resolution SLA time is selected. You can also configure the SLA Matrix by CI from the CI ID page under the ADDITIONAL INFORMATION tab (see: Adding CIs in Service Management).

To configure SLA Matrix by CI:

  1. Select Incident > Configuration > SLA Configurations > SLA Matrix By CI.
  2. On the SLA MATRIX BY CI page, click ADD NEW on the ACTIONS panel.

  3. Select the Tenant. Click ADD to search and add CIs. 

     See Screen Shot

    Enter value in any of the filter criteria and click SEARCH. Select the required CI and click LINK.

  4. Type in the other required details. For information about fields on the SLA MATRIX BY CI page, see Field Description.
  5. Click SUBMIT. The new SLA Matrix by CI is configured.


    Figure: SLA MATRIX BY CI page

Field Description

The following table describes the fields on the SLA MATRIX BY CI page:

Field

Description

DETAILS

Configuration Items

Displays the list of CIs for the which the SLA Matrix is configured.

  • CI ID: Displays the CI ID of the CI.
  • Device/ Host Name: Displays the device or host name of the CI.
  • Serial No: Displays the Serial No. of the CI.
  • Make: Displays the Make of the CI.
  • Model No.: Displays the Model No. of the CI.

 

Click ADD to add the CIs. The CONFIGURATION ITEM page is displayed. Specify a filter criteria and click SEARCH. Click the Select check box corresponding to a CI to select it. Click LINK to add the CI.

Priority

Select the Priority for the SLA Matrix.

SLA

Select the SLA for the SLA Matrix.

Overridable

Select if the SLA Matrix should be allowed to be overwritten.

Active

Indicates the status of the SLA Matrix by CI

  • If selected, the SLA Matrix by CI value becomes an available option on the other pages of the application.
  • If not selected, the SLA Matrix becomes a inactive value. The inactive SLA Matrix by CI values are not displayed on the other configuration pages of the application or in the SLA Matrix by CI list.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SLA MATRIX BY CI page:

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured SLA Matrix By CIs for the selected Tenant.

Figure: SLA MATRIX BY CI page: List of SLA Matrix by CI

  • To edit an SLA Matrix by CI, click the Device/ Host Name. Make appropriate changes and click SUBMIT.
  • To display the inactive SLA Matrix by CI, click the Include Inactive check box.

Notes:

When the SLA Matrix By CI configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new SLA Matrix By CI.
  • Click IMPORT to update or create multiple LA Matrix By CI configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the SLA MATRIX BY CI page. For more information see Importing Master Template in SummitAI Platform.


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