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SummitAI Service Management Help

Incident Management

You can add and modify Cost for a Tenant. You can capture the Cost and Effort details by Incidents and by Analysts.

To configure cost:

  1. Select Incident > Configuration > Others > Cost Configuration.
  2. On the COST CONFIGURATION page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the required cost details. For information about fields on the COST CONFIGURATION page, see Field Description.
  4. Click SUBMIT. The new Cost details are added.


    Figure: COST CONFIGURATION page

Field Description

The following table describes the fields on the COST CONFIGURATION page:

Field

Description

DETAILS

Type

Select a type by which the Cost is configured.

  • By Workgroup: Select this option to configure the cost by Workgroup.
  • By Analyst: Select this option to configure the cost by Analyst.

Based on the selected option, different fields are displayed on the page. In the above figure, the By Workgroup option is selected as the Type.

Workgroup

Select the Workgroup for which the Cost is configured.

Customer

Select the Workgroup for which the Cost is configured.

Average Cost

Type in the average cost/person/hour.

Active

Indicates the status of the Cost.

  • If selected, the Cost details value becomes an available option on the other pages of the application.
  • If not selected, the Cost details becomes a inactive value. The inactive Cost details is not displayed in the Cost list of the other configuration pages of the application.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Cost values configured for the selected Tenant, Type, and Workgroup.

Figure: COST CONFIGURATION page: List of Cost values

  • To edit a Cost value, click the Workgroup. Make appropriate changes and click SUBMIT.
  • To display the inactive Cost values, click the Include Inactive check box.

Note:

When the Cost 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 Cost Configuration.
  • Click IMPORT to update or create multiple Cost Configuration, 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 COST CONFIGURATION page. For more information see Importing Master Template in SummitAI Platform.

Filters

Click Filters to specify a particular filter criteria to display the configured Cost for Incidents. On clicking the Filters icon, the FILTERS pop-up page is displayed. Specify the Tenant, Type (By Workgroup or By Analyst), and the Workgroup. Click SUBMIT.

Figure: FILTERS pop-up page


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