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SummitAI Service Management Help

Incident Management

What are Rules?

Rules are templates that you can configure, which can be used by the End users and Analysts to log Incidents with pre-selected data without the need to key in each information. You can add, view, and modify rules. The Analysts can view the TEMPLATES icon on the ACTIONS panel of the NEW INCIDENT FOR USER page.

Configuring Rules

To configure a rule, perform the below steps:

  1. Select Incident > Configuration > Others > Rule.
  2. On the RULES page, click ADD NEW on the ACTIONS panel.



  3. On the RULE DETAIL page, type in the new Rule details as described in the following table:

    Field

    Description

    Rule Name

    Type in a unique Rule name

    Active

    Indicates the status set for the Rule.

    • If selected, the Rule is available as an option in the Rules list.
    • If not selected, the Rule is disabled and is not displayed in the Rules list.

    Enable Template for User

    Select to make the Rule available to the End Users. If selected, the End Users can quickly log an Incident using the Rule from the USER DASHBOARD page (see: End User Dashboard)

    Tenant

    Select a Tenant from the list.

    Source

    Select a source from the list.

    Notification Method

    Select a notification method from the list. The available options are E-mail, Phone, Chat, SMS, and None.

    Configuration Item

    Select a Configuration Item from the list.

    Symptom

    Type in the symptom for the issue for which you are creating the Rule.

    Description

    Type in the description for the issue for which you are creating the Rule.

    ATTACHMENTS

    Click the Upload icon to browse and upload the required attachments.

     See Screen Shots

    RULE page
    Figure: RULE page

  4. Fill in the other required details under the GENERAL, COMMUNICATION, TROUBLESHOOTING, PARTNER INFORMATION, ADDITIONAL INFORMATION tabs. For more information about fields and icons under these tabs, see Logging Incidents for Users. For information about the TROUBLE SHOOTING tab, see TROUBLESHOOTING Tab.

    Note:

    Under the CLASSIFICATION tab, for the Category field, the categories which are mapped to the customers as per the Category configuration are displayed as highlighted on the Category Pop-up page. 



  5. Click SUBMIT. A new Rule is configured.

TROUBLESHOOTING Tab

You can configure multiple Keywords to search a Symptom under the TROUBLE SHOOTING tab.

To configure Keywords, performer the below steps:

  1. Click TROUBLE SHOOTING to open the TROUBLESHOOTING tab.


    Figure: Trouble Shooting tab

  2. Type in the Symptom and click SAVE to configure the Symptom.
  3. Type in a Keyword and click SAVE to search the Symptom with that Keyword.

Note:

  • Click  to edit the configured Symptom and Keywords.
  • Select the Active check box to set the Symptom and Keywords as active.

ACTIONS

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

SHOW LIST

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

Figure: RULE List page

  • To edit a Rule detail, click the Rule Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Rule details, click the Include Inactive check box.
  • To view the custom attributes linked/tagged to a rule, click the Rule Name, and click the ADDITIONAL INFORMATION tab. Under the RULE SPECIFIC ATTRIBUTES section, you can view the linked/tagged custom attributes.



Note:

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

Filters

Click the Filters icon to specify the filter criteria to display the Rules. On clicking the Filters icon, the FILTERS pop-up page is displayed. Type in the Rule name in the Template Name text box. Click SUBMIT to view Rules based on the filter criteria.


Figure: FILTERS pop-up page


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