Configuring Auto Create Problem Records(PRs)

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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SummitAI Service Management Help

 Problem Management

Problem Management

What are Auto-Created Problem Records?

You can configure the conditions based on which Problem Records (PRs) can be created automatically by the application. For example, you can configure values for the number of Incidents, Category, Classification, Source, and so on to set up a condition that will automatically trigger the application to create PRs.

To configure auto-creation of PRs:

  1. Click Problem > Configuration > Auto Creation Settings.
  2. On the AUTO CREATION SETTINGS page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and enter the required details. For information about the fields on the AUTO CREATION SETTINGS page, see Field Description.
  4. Click SUBMIT. The auto-create configuration is configured for the selected Tenant.

AUTO CREATION SETTINGS 

        Figure: AUTO CREATION SETTINGS page

 Field Description

The following table describes the fields on the AUTO CREATION SETTINGS  page:

Field

Description

DETAILS

Incident Workgroup

Select the Incident Workgroup from the list.

Classification

Click the Search icon to select the Classification value.

Category

Click the Search icon to select the Category value.

Priority

Select the Priority from the list.

Time Period in Days

Select a value for time period.

No of Incidents

Select a value for number of Incidents.

Only For Resolved Incidents

Select the check box to auto-create Problem Records only for the resolved Incidents.

Source

Select a value for Source from the list.

Problem Workgroup

Select the Problem Workgroup.

User

Type in a name for the user or search for the user using the Search icon. The PR is auto-created if the user of the Incident is the selected user.

Additional Users

Add or remove additional users.

Active

Indicates the status of the configuration.

  • If selected, PRs are auto-created if the configured conditions are met.
  • If not selected, the configuration becomes inactive and no PR is auto-created even if the configured conditions are met.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the AUTO CREATION SETTINGS page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the auto create PR configurations for the selected Tenant.

AUTO CREATION SETTINGS 

 Figure: AUTO CREATION SETTINGS page: List of Auto Create PR configurations

  • To edit a particular configuration, click the Source. Make appropriate changes and click SUBMIT.
  • To view the inactive configuration, click the Include Inactive check box.

Note:

When the configuration values are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to create a new Auto Create PR configuration.