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Configuring Incident Evaluator_IM 1

Configuring Incident Evaluator_IM 1

Owned by Aravind Naik (Unlicensed)

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

SummitAI Service Management Help

Incident Management

Incident Management 1

Concepts

Auto Complete Assistance

Customer Satisfaction Survey (CSAT)

First Call Resolution (FCR)

Incident Vs. Problem

Incident Status

Major Incidents

Parent and Child Incidents

Parent and Child Relationship

Response Time Vs. Resolution Time

SLA, OLA, and UC

Templates and Rules

End Users

End User Dashboard

Logging Incidents

Viewing My Incidents List

Viewing/Updating My Incidents

Chatting with Analysts

Logging Incident for an Asset

Analysts

Analyst Dashboard

Logging Incidents for Users 1

Viewing and Updating My Workgroup Incidents 1

Viewing and Updating Incident Details 1

Sending E-mails 1

Remote Desktop Sharing 1

Feedback Moderation 1

Managing My Incidents 1

Creating Work Orders

Viewing and Updating Work Orders 1

Administrators

Configuring Incident Management Module 1

Configuring Custom Fields for Incident Management 1

Configuring Category

Configuring Closure Codes

Configuring Classification

Configuring Priority

Configuring Impact

Configuring Urgency

Configuring SLA Matrix

Configuring SLA Matrix By CI

Configuring Resolution Codes

Configuring ETR E-mail Notifications 1

Configuring Incident E-mail Notifications 1

Configuring Auto Work Orders 1

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons 1

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents 1

Configuring Cost

Configuring Rules

Configuring Information Ticker 1

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page 1

Mapping Standard Operational Procedures

Configuring Feedback 1

Configuring End User Incident Details Page 1

Configuring Incident Evaluator

TFS-SUMMIT Integration

Configuring TFS Project

Configuring Work Item Fields

Mapping Field Values

Configuring Mapping Profile

Configuring TFS Profile Mapping

Reports

Viewing Reports

Who is an Incident Evaluator?

An Evaluator views the Incident summary, adds the required details, and createa tasks for the Analyst.

To configure Ticket Evaluator:

Select Incident > Configuration > Others > Evaluator Configuration. EVALUATOR page appears.
Select Tenant and fill in all the details on the EVALUATOR page. For more information about the fields on the EVALUATOR page, see Field Description.
Click SUBMIT. A new Evaluator is added.

EVALUATOR Configuration

Figure: EVALUATOR Configuration

Field Description

The following table describes the fields on the EVALUATOR page:

Field	Description
Details
Evaluator	Type in the name of the Analyst. You can also search for the Analyst in the search box.
EMP ID	Displays Employee ID of the Evaluator.
Name	Displays the name of the Evaluator.
E-mail ID	Displays e-mail ID of the Evaluator.
NT Login Name	Displays the Login Name of the Evaluator.
	Click the Delete icon, associated with the Evaluator to remove from the added list.

Note:

The Analyst can be added as an Evaluator only if he is associated with the selected Tenant.

Release Notes | Installation Guide | Other Documents

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