End User Dashboard_IM

Owned by Chilukuri Srinivasa Reddy (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

SummitAI Service Management Help

 Incident Management

Incident Management

On the USER DASHBOARD page (Dashboard menu), you can view and update Incidents and Service Requests (SRs) raised for you. You can raise new Incidents and SRs. You can provide feedback for your resolved Incidents and Service Requests. You can search for solutions for your issues and also look at the Knowledge Records (KRs). You can also view important updates and notifications from the IT department or any other support team of your organization.

Various Sections of the Page

This section explains the various sections of the USER DASHBOARD page.

USER Dashboard (Default) page
Figure: USER Dashboard (Default) page

Note:

If you select a theme for which End User Dashboard check box is selected on the THEME CONFIGURATION page, the User Dashboard page is displayed as configured. 


User Dashboard
Figure: User Dashboard

Section 1

This section displays the icons on the Quick Action Bar. For more information on the icons, see Describing the User Interface.

Section 2

The following table explains the icons are displayed in this section:

Icon

Description

Click this icon to view the Dashboard links. Click the links to view the respective Dashboard.

Click this icon to view the list of Service Catalogs. Click the Catalog to create a Service Request for using the same catalog. The list is displayed based on the configuration on THEME CONFIGURATION page. For more information, see Configuring Themes.

Section 3

This section displays the Global Search box. For more information, see Global Search.

Section 4

This section displays the links configured on the THEME CONFIGURATION page. You per perform various actions using these links.

Note:

The icons and links displayed on this page is configurable. For more information, see Configuring Themes.

Filters

The records on the dashboard are displayed as per the selected Tenant. Click Filters and select a Tenant for which you want to view the records on the on the dashboard.

INCIDENT

  • Click the RESOLUTION SLA tile to view the percentage of Incidents logged by you that met and missed the Resolution SLA. The Met SLA Percentage is indicated by the green color and the Missed SLA Percentage is indicated by the red color. At the center, the Met SLA Percentage is displayed. Mouse hover on the green color to view the number of Incidents for which SLA is met. Mouse hover on the red color to view the number of Incidents for which SLA is missed. This tile is available if configured by the Administrators (see: Configuring Application Settings). If the RESOLUTION SLA tile is available, the OPEN BY STATUS tile is not available.
  • Click the OPEN BY STATUS tile displays the count of Incidents based on the status. Mouse hover the color bar to view the count of Incidents in various colors indicated by different colors. This tile is available if configured by the Administrators (see: Configuring Application Settings). If the OPEN BY STATUS tile is available, the RESOLUTION SLA tile is not available.
  • Click the OPEN INCIDENTS tile to view the list of open Incidents logged for you. The number indicates the count of open Incidents logged for you. On clicking OPEN INCIDENTS, MY INCIDENTS page is displayed. For information about viewing Incident list, see Viewing My Incidents List
  • Click the NEW INCIDENT tile to log new Incidents. For information about logging Incidents, see Logging Incidents.
  • Click LAST 5 INCIDENTS to view the last 5 Incidents logged for you.

SERVICE REQUEST

  • Click the RESOLUTION SLA tile to view the percentage of Service Requests logged by you that met and missed the Resolution SLA. The Met SLA Percentage is indicated by the green color and the Missed SLA Percentage is indicated by the red color. At the center, the Met SLA Percentage is displayed. Mouse hover on the green color to view the number of Service Requests for which SLA is met. Mouse hover on the red color to view the number of Service Requests for which SLA is missed. This tile is available if configured by the Administrators (see: Configuring Application Settings). If the RESOLUTION SLA tile is available, the OPEN BY STATUS tile is not available.
  • Click the OPEN BY STATUS tile displays the count of SRs based on the status. Mouse hover the color bar to view the count of SRs in various colors indicated by different colors. This tile is available if configured by the Administrators (see: Configuring Application Settings). If the OPEN BY STATUS tile is available, the RESOLUTION SLA tile is not available.
  • Click the OPEN REQUESTS tile to view the list of open SRs logged for you. The number indicates the count of open SRs logged for you. On clicking OPEN REQUESTS, MY SERVICE REQUESTS page is displayed. For information about viewing my SRs, see Viewing My Service Requests List.
  • Click the NEW REQUEST tile to log new SRs. For information about raising SRs, see Logging Service Requests.
  • Click the LAST 5 REQUESTS, view the last 5 SRs logged for you.
  • Click MY LIST tile to view the list of all the SRs logged for you. For information about viewing your list of SRs, see Viewing My Service Requests List.

OTHERS

  • Click the SLA SUMMARY tile to view the Incident-Response SLA Percentage, Incident-Resolution SLA Percentage, Request -Response SLA Percentage, and Request -Resolution SLA Percentage. This tile is available if configured by the Administrator (see: Configuring Application Settings).
  • Click the MY ASSETS tile view the number of Assets mapped to you. Click the tile to view the Asset list. You can accept, reject, or return the Assets. For more information about managing Assets, see the My Assets.
  • Click the MY ENTITLEMENTS tile to view the number of available entitled services (see: My Entitlements). This tile is available if configured by the Administrators (see: Configuring Application Settings).
  • Click the MY DOCUMENTS tile to view the number of documents to which you have access
  • Under the FEEDBACK PENDING tile, the number of Incidents and Service Requests pending your feedback is displayed. Click the number to view the list and provide your feedback. For information about providing feedback, see Viewing/Updating My Incidents.

Note:

The number of pending Feedback is displayed as Zero if the number of feedback per user exceeds the configured value. For more information about the configuration, see Configuring Feedback.

LOOKING FOR AN ANSWER

You can search for the Incidents, Service Requests, Change Records, CIs, Problem Records, Knowledge Records, and so on (on which the End User has access). This Search box is displayed if it is configured on the APPLICATION SETTINGS page. For more information, see Configuring Application Settings.

BULLETIN BOARD

You can view the various updates provided by your Service Desk related to downtime, upgrades, changes, and so on. The information displayed here depends upon the Bulletin configuration for the selected Tenant. The Administrators configure the Bulletins for Tenants (see: Configuring Bulletin Board). 

KNOWLEDGE RECORDS

You can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED. This tile is available if configured by the Administrators (see: Configuring Application Settings). If this tile is available, the QUICK INCIDENT LOGGING section is not available.

Rating KRs

Click a Knowledge Record to view it. You can also rate it. Click the stars and provide a feedback. Click SUBMIT to save your rating.

KB DETAILS pop-up page
Figure: KB DETAILS pop-up page

FREQUENTLY USED SERVICE CATALOGS

You can search for a Service Catalog or pick a Service Catalog from the frequently used Service Catalogs and raise a Service Request. For information about raising SRs, see Logging Service Requests. This tile is available if configured by the Administrator (see: Configuring Application Settings).

QUICK INCIDENT LOGGING

You can search for a Rule or pick a Rule from the frequently used Rules and log an Incident. For information about logging Incidents, see Logging Incidents. This tile is available if configured by the Administrator (see: Configuring Application Settings). If this tile is available, the KNOWLEDGE RECORDS section is not available.