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Configuring Service Request Management Module_SRM

Configuring Service Request Management Module_SRM

SummitAI Service Management Help

 Service Request Management

You can configure values for the various components of the Service Request Management module (also called Request Fulfillment). Based on the configuration, the values or fields are displayed for a Service Request (SR) raised for a Tenant.

To configure Service Request Management module:

  1. Select Admin > Basic > Infrastructure > Tenant.
  2. On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Service Request Management module.

    TENANT page
    Figure: TENANT page

    Note:

    On the above TENANT page, Department Code, Display Name, and Description about the selected Tenant is displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks: Orange indicates not configured module, Green indicates configured module, and Grey indicates disabled module.

  3. Click CONFIGURE DETAILS on the ACTIONS panel and select SERVICE REQUEST under MODULES section. The details about the Service Request Management module are displayed under the DETAILS section. For more information about the fields on the DETAILS section, see Field Description.
    1. Type in the required details and make appropriate selections, and then click SUBMIT.

       THEME SETTINGS


      Figure: TENANT page: Configuring Service Management module - Theme Settings

      Field Description

      The following table describes the fields on the THEME SETTINGS section of TENANT page:

      Field

      Description

      THEME SETTINGS

      Theme

      Select the theme that you want to apply for the Tenant. Only the themes configured on the THEME CONFIGURATION page are displayed in the Theme drop-down list.

      Allow Users to Select Theme

      If selected, the users can select the Theme on the MY PROFILE pop-up page that they want to apply for the Tenant. For more information about selecting a Theme on the MY PROFILE pop-up page, see Viewing/Updating Your Profile Details.

       General


      Figure: TENANT page: Configuring Service Request Management module - General

      Field Description

      The following table describes the fields on the General section of TENANT page:

      FieldDescription
      General
      SERVICE REQUEST CLOSURE
      • Request Closing Mode: Select the mode in which the SR can be closed after resolving the SR.
        • Auto: If selected, the status of an SR is changed from Resolved to Closed after the configured number of days.
        • Manual: If selected, the Analyst needs to manually close the SR after re-verifying the solution provided.
      • Auto closing Days: Type in the number of days after which the status of the SR should automatically change to Closed from Resolved.
      Note: When you select the Request Closing Mode as Auto, you need to provide a value for this field (Auto Closing Days). Also, the application will not consider the weekends (Saturday and Sunday) for Auto closure.
      Assign User Reopened Requests to WorkgroupSelect the check box for the assignment of the re-opened SR to the Workgroup.
      Enable Pending Status Change on End User UpdateIf selected, when the End User updates an SR in Pending status, the status of the SR changes to the previous status of the Incident for all Pending Reasons or for the selected Pending Reasons.
      Delete AttachmentsAllows you to configure the following options:
      • Enable for Analyst: If selected, the Analysts can delete attachments from the SR.
      • Enable for End User: If selected, the End Users can delete attachments from the SR.
      Enable Auto-Assign RequestsSelect this check box to auto-assign SRs to Analysts with least number of assigned SRs.

      TREE VIEW POP-UP

      Allows you to configure the following options:
      • Enable Category Parent Node selection: Select this option to enable selection of both Parent and Child Category nodes on NEW SERVICE REQUEST and NEW SERVICE REQUEST FOR USER pages.
      • Enable Classification Parent Node Selection: Select this option to enable selection of both Parent and Child Classification nodes on NEW SERVICE REQUEST and NEW SERVICE REQUEST FOR USER pages.
      • Disable Classification Selection: If selected, the End Users do not need to select the Classification while logging SRs.
      E-MAIL NOTIFICATIONSelect this option to send notification when the selected status is updated. Administrators can also choose the recipients to send the notification. If All Incident Update Mails is selected, this is a read-only option.
      • Status: Select the check box corresponding to the status that you want to configure to send notifications.
      • Caller: Select the check box to send the notification to the caller.
      • Workgroup/Analyst:  Select the check box to send the notification to the Workgroup or Analyst.
      Description LengthSpecify the  minimum and maximum number of characters that should be provided for the Description field. The default minimum length is 20 characters and the default maximum length is not limited.
      Enable Likert Scale Question TypeIf selected, the Likert Scale is displayed in the Question Type drop-down list of the FEEDBACK QUESTION page under FEEDBACK CONFIGURATION.
       For End Users

      Figure: TENANT page: Configuring Service Request Module - For End Users

      Field Description

      The following table describes the fields on the For End Users section of TENANT page:

      FieldDescription
      For End Users
      MY REQUEST CONFIGURATIONAllows you to configure the following options:
      • Enable Additional Information: If selected, the End User can provide additional information about the SR.
      • Enable Attachment: If selected, the End User can add attachments related to the SR.
      Enable Chat Expiration

      Select the check box to allow the End User to send the chat request for a specified duration. The chat request expires after the specified duration.

      Expiration Timeout(In Mins): Specify the duration of the chat request in minutes. After the specified time chat request becomes invalid.

      Enable Reminder to Callers for Pending ReasonsSelect the pending reason in the drop-down list to send an e-mail reminder to the Callers, if the SR is in Pending status for the selected Pending Reasons. For more information about configuring Pending Reasons, see Configuring Pending Reasons.
      Auto-Resolve Service Requests

      If selected, the Service Requests are resolved automatically after the maximum number of reminders are sent to the Caller.

      Maximum No. of Reminder

      Specify the number of reminder e-mail(s) that should be sent to the Callers.

      Set Fields for Auto-Resolving Service Requests

      On the AUTO-RESOLUTION INCIDENT CONFIGURATION page, you can configure the default values to auto-resolve Service Requests.


      Figure: AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION page

      Note:

      If the Do Not Overwrite Values check box is selected, the values configured on the AUTO-RESOLUTION INCIDENT pop-up page are not overwritten while resolving Incidents automatically.

      Enable CartSelect the Enable Cart check box to allow the End Users to add Service Requests to the cart.
      LOG SERVICE REQUEST ON BEHALF OF CUSTOMER/SUB CUSTOMERS
      All CustomersIf selected, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page.
      Note: The Enable Caller Selection check box must be selected for the Service Request module.
      Customer and Sub CustomersIf selected, the Customer and Sub Customers specific to the logged in user Customer are displayed in the Customer drop-down list on the New SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page. Note:
      • The Enable Caller Selection check box must be selected for the Service Request module.
      • If the logged in user does not have any Customer, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page.
       For Analysts


      Figure: TENANT page: Configuring Service Request Management module - For Analysts

      Field Description

      The following table describes the fields on the For Analysts section of TENANT page:

      FieldDescription
      For Analysts
      Enable Canceled StatusIf selected, the CANCELED status is displayed on the SERVICE REQUEST DETAIL page using which the Analysts can manually cancel the SR. For more information on statuses of the SR see, Viewing/Updating Service Request Details.
      Hide 'Mail To Caller' Check Box on Request Details PageAllows you to hide or unhide the Mail to Caller check box.
      Disable Vendor Incident Status CheckIf selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident.
      Enable First Call Resolution (FCR)  OptionSelect the check box for the Analyst to select the check box if the SR is a First Call Resolution (FCR).
      Enable Capture of Closure CategorySelect the check box for the Analyst to select the Closure Category.
      View Other Workgroup SRsIf this check box is selected, the Analysts can also view the SRs of other Workgroups for which they do not have access by selecting the check box Other Workgroups check box on the Filters pop-up of the SERVICE REQUEST LIST page (see: Viewing/ Updating My Workgroup Service Requests (SRs)In addition to this, the configured Analysts can view and edit Service Requests of other Workgroups for which they do not have Analyst access using Global Search by enabling Allow the Analyst to edit all Service Requests check box on the ANALYST page (see: Configuring Analysts).
      Allow Workgroup Owner to Edit PriorityIf this check box is selected, the Workgroup Owner can edit the Priority of the SR if it is disabled by any matrix configuration (see: Viewing/Updating Service Request Details)
      Enable Bulk Update Icon on List pageSelect this check box to enable Analysts to bulk update SRs.
      Enable Caller SelectionIf selected, the End User can raise new Service Requests on behalf of the selected Caller.
      Display End User Follow-up DetailsIf selected, the FOLLOW-UP DETAILS section is displayed under the COMMUNICATION tab of SERVICE REQUEST DETAIL page.
      Minimum Characters For Private LogSpecify the minimum number of characters that should be provided for the Private Log field. The default minimum length is 10 characters.
      Minimum Characters For User CommunicationSpecify the minimum number of characters that should be provided for the User Communication field. The default minimum length is 10 characters.
      Minimum Characters For SolutionSpecify the minimum number of characters that should be provided for the Solution field. The default minimum length is 10 characters.
      Notify Workgroup Owner(s) for SR Reassignment

      If selected, an e-mail notification is sent to the Workgroup owner of the selected tenant upon updating the existing Analyst on the SERVICE REQUEST DETAIL page. If both the existing Workgroup and Analyst are changed, the previous and current Workgroup Owners receive e-mail notifications.

      Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner for Service Request checkbox must be enabled on the WORKGROUP page. For more information, see Configuring Workgroups Gen.

      Allow Analyst to Edit DescriptionIf selected, the Analysts can edit the Description of the Service Requests for the selected tenant using the SummitAI application.
      ENABLE TABS ON SERVICE REQUEST DETAILS PAGESelect the check box in this section to enable the respective tab on the Service Request Details page.
      Remarks DisplaySelect Hide to hide the Remarks field or select Non Mandatory to make the Remarks field optional
      Remarks Label NameProvide a label name for the Remarks field. The default label name is Remarks.
      MANDATORY CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION
      Allows you to configure Private Log and/or User Communication as mandatory for specific actions.
      To configure Private Log and/or User Communication:
      • Select Private Log and/or User Communication.
      • Select appropriate option(s) in the Workgroups column.
      • Select the status in the Status column to