Managing My Incidents 1
Aravind Naik (Unlicensed)
Mayuresh Balaji Kamble (Unlicensed)
Chilukuri Srinivasa Reddy (Unlicensed)
Shilpa K (Deactivated)
Owned by Aravind Naik (Unlicensed)
SummitAI Service Management Help
Incident Management
End Users
Analysts
Administrators
Configuring Incident Management Module 1
Configuring Custom Fields for Incident Management 1
Configuring Category Incident Management 1
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 Information Ticker 1
Configuring Voice Call Notifications
Configuring Log Incident Page 1
Mapping Standard Operational Procedures
Configuring End User Incident Details Page 1
Reports
The Analysts can also log their issues, view the Incidents logged, and update them. In addition to the actions that Analysts can perform (see: Analysts_IM 1), they can also perform all the actions of an End User.
- Log Incidents, see Logging Incidents_IM 1.
- View the list of Incidents logged for you, see Viewing My Incidents List_IM 1.
- View or update Incidents logged for you, see Viewing Updating My Incidents_IM 1.
- View End User Dashboard, see End User Dashboard_IM 1.
- Copy Incidents, see Logging Incidents_IM 1.
- Search Incidents, see Viewing My Incidents List_IM 1.
- Escalate Incidents, see Viewing Updating My Incidents_IM 1.
- Reopen Incidents, see Viewing Updating My Incidents_IM 1.
- Provide feedback on the resolved Incidents, see Viewing Updating My Incidents_IM 1.
- Close resolved Incidents, see Viewing Updating My Incidents_IM 1.
- Chat with Analysts, see Chatting with Analysts_IM 1.
- View Knowledge Records (KRs) and also rate them, see Knowledge Dashboard.
- Participate in Surveys, see CSAT Survey 1.
Confluence Cloud Migration Alert: Please refer to known issues you may encounter in Confluence Cloud: https://eitdocs.atlassian.net/wiki/x/wDGwAQ