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Configuring User Types_IM

Configuring User Types_IM

Owned by manikandan.subbiah (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

 Incident Management

Incident Management

What are User Types?

The User Types define the different types of users based on which the Analysts address the Service Requests. When the Incidents are raised by the user belonging to a particular User Type, the Incidents are displayed along with these indicators highlighting the criticality of the SRs. This helps the Analysts to prioritize the Incidents assigned to them. You can configure and modify User Types for a Tenant.

To configure User Types:

  1. Select Incident > Configuration > Others > User Type.
  2. On the USER TYPE page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new User Type details. For information about the fields on the USER TYPE page, see Field Description.
  4. Click SUBMIT. A new User Type is configured.

USER TYPE page

Figure: USER TYPE page

Field Description

The following table describes the fields on the USER TYPE  page:

Field

Description

DETAILS

Name

Type in a name for the User Type.

Priority

Select the Priority for the User Type.

Impact

Select the Impact for the User Type

Highlight Color

Provide a highlight color. The Incidents or SRs logged by this User Type will be displayed in this highlight color.

Resource

Type in the resource name to be added to this User Type. You can also search for the resource using the Search icon. For more information about searching users, see Searching Users.

Active

Indicates the status of the User Type..

  • If selected, the User Type becomes an available option on the other pages of the application.
  • If not selected, the User Type becomes an inactive value. The inactive User Types are not displayed in the User Type list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the USER TYPE page.

SHOW LIST

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

Figure: USER TYPE page: List of user types

  • To edit a User Type, click the User Type Name. Make appropriate changes and click SUBMIT.
  • To display the inactive User Types, click the Include Inactive check box.

Note:

When the User Types are displayed under the LIST table, the button ADD NEW, IMPORT and IMPORT USER TYPE RESOURCE MAPPING icons are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new User Type.
  • Click IMPORT to update or create multiple User Types, 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 USER TYPE page (See: Importing Master Template.
  • Click IMPORT USER TYPE RESOURCE MAPPING to configure multiple User Type and E-mail Ids. Upon clicking IMPORT USER TYPE RESOURCE MAPPING , 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 USER TYPE page (See: Importing Master Template.
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