You can define Incident Templates for a Tenant. The Incident Templates define the template of the Incident to be logged in case of an Event.
To Configure Incident Templates:
- Select Admin >Advanced> Notifications >Incident Template. The INCIDENT TEMPLATE page is displayed.
Figure: INCIDENT TEMPLATE page - On the INCIDENT TEMPLATE page, click the Filters icon and select the Tenant. Click ADD NEW on the ACTIONS panel.
Figure: New INCIDENT TEMPLATE - Specify all the required details. For more information about the fields on the INCIDENT TEMPLATE page, see Field Description.
- Click SUBMIT. The new Incident Template is configured.
Field Description
The following table describes the fields on the INCIDENT TEMPLATE page:
Field | Description |
|---|---|
DETAILS | |
Template Name | Type in the name for the Incident Template. |
Tenant | Select a Tenant from the list. |
Workgroup | Lists the configured Workgroups. Select the Workgroup from the list. |
Impact | Lists the configured Impact values. Select the Impact from the list to indicate the Impact for an Event. |
Log As User | Type in the name of the User whose login ID needs to be used for auto logging of the Incident. To search for a User, click the Search icon. For more information about searching users, see Searching Users. |
Resolution Type | Specify the value for Resolution Type.
|
Do Not Update |
|
Priority | Lists the configured Priorities for a Tenant. Select the Priority from the list. For more information about configuring Priority levels, see SUMMIT Service Management Online Help. |
SLA | Lists the configured SLAs for a Tenant. Select the SLA from the list. |
Classification | Lists the various Classifications under which the Incident to be considered for resolution. To select the Classification, click the Search icon. The Classification pop-up page is displayed. Select a Classification that you want to associate with the specified Tenant and click OK. |
Category | Lists the Categories under the Incident to be considered for resolution. To select the Category, click the Select Search icon. The Category pop-up page is displayed. You can use the Expand icon to view the sub Categories in the Categories tree. Select a Category that you want to associate with the specified Tenant and click OK. |
Urgency | Lists the configured Urgencies. Select the Urgency from the list to indicate the level of importance for the Incident. |
Assigned Analyst | Select the Analyst to whom you want to assign the Incident for providing the resolution. |
Resolution Code | Lists the configured Resolution Codes. Select the resolution code that you want to associate with the Incident from the list. |
Active | Indicates the status for the Incident Template.
|
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the ACTION TEMPLATE page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured Action Templates for the selected Tenant.
Note:
- To modify an Incident Template, click the configured Template Name. Make appropriate changes and click SUBMIT.
- On the INCIDENT TEMPLATE page, while modifying an existing Incident Template, the CHANGE HISTORY icon is displayed on the ACTIONS panel. Click the CHANGE HISTORY icon to view the change history for the Incident Template.
- Click the Print Table icon to print the JOURNAL table details.
- Click the Export to Excel icon the export the JOURNAL table details to an excel sheet.
- To display the inactive Incident Templates, click the Include Inactive check box.
- When the Incident Templates are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Incident Template.