Configuring Application Settings

GENERAL

Current Organization Logo

Displays the current logo of the organization. Click the Delete icon to delete the current logo of the organization.

Upload Logo

Click the Upload icon to browse and upload a logo image.

Upload Favorite icon

Click the Upload icon to browse and upload the favorite icon image.

Current Organization Title

Displays the title of the current organization.

Organization Title

Specify the name of the organization.

Default View

Specify the default view to display list of Service Requests or Incidents on the SERVICE REQUEST LIST and MY WORKGROUP INCIDENTS pages (Tile View or Tabular View).

Default View for New Service Request

Specify the default view for logging new Service Requests.

Help File Path

Specify the path for the help file.

Enable My skills

Select the check box to display My Skills on the MY PROFILE pop-up page.

Enable Guide Me Menu

Select the check box to enable Guide Me menu for the users.

Enable Guide Me Widget

Select the check box to enable Guide Me Widget for the users.

Select Chat Option

This option enables you to configure the Chat options in the SummitAI application.
Select the required option from the drop-down list:
None: If selected, chat option is disabled.
Basic: If selected, basic chat options are enabled.
Advanced: If selected, advanced chat options are enabled.

For more information, see SummitAI Service Management Help.

Enable Chat for End User

If selected, the chat icon is displayed for end user on the INCIDENT ID and SERVICE REQUEST ID pages.  If the Chat Option is selected as Basic, the basic chat icon is displayed adjacent to the Analyst name. However, an advanced chat icon is displayed on the DETAILS tab header, if the Chat Option is selected as Advanced.

Chat Hub URL

Type in the URL where the chat hub is configured.

Note: Chat Hub URL field is displayed, when Advanced option is selected in the Enable Chat drop-down list.

Valid Attachment Extensions

Specify the attachment extensions you want to support across the application. For example: .jpg, .jpeg, .png, .gif, .pdf, .doc, .docx, .key, .ppt, .pptx, .ppsx, .odt, .xls, .xlsx, .zip, .html, .msg, .txt, .rtf, .eml, .mpp, .lic, .csv and so on.

Note: If the application is enabled with the Email to ticket feature, it is mandatory to add the .eml extension in the Valid Attachments for Extensions field.

Enable Voice Call

Select the check box to receive voice calls on logging the incidents.

Enable Web Notification

Select the check box to provide the User an option to enable or disable web notification(s) on the MY PROFILE pop-up page.

Enable Mobile Notification

Select the check box to provide the User an option to enable or disable mobile notification(s) on the MY PROFILE pop-up page.

Disable Refresh Interval

If selected, auto refresh after a specified interval becomes disabled for the INCIDENT LIST, SERVICE REQUEST LIST, and ANALYST DASHBOARD pages.

Enable MongoDB

If selected, all the attachment files are stored in the MongoDB instead of the SQL Server DB.

Restrict File Type from Full-Text Search

Specify the file types that you want to skip while searching any text in the attachment files. Use comma to specify multiple file types.

Disable Concurrent Update

If selected, multiple analysts cannot update the Incident or Service Request simultaneously.

Enable Concurrent License Notification

If this check box is selected, the next available analyst forcefully logged in as an End User receives notification when the concurrent license is available. A Concurrent Analyst logs in as an End User when all the Concurrent Licenses are in use.

Enable Global Tenant Configuration

If selected, Administrator can create Global Tenants.

Example: On the PRIORITY page, when Global Tenant is selected, already configured Global Priorities are displayed. These Global Priorities are indicated with globe Icon and configured by the Administrator.

Specify the message to be displayed when two users are trying to access the Application using the same set of credentials (See: Signing In in SummitAI Platform Help). This message is displayed on the DUPLICATE LOGIN pop-up message.

Note: The Administrators can use the default Duplicate Login message or can customize the message as per the organization's policies.

MODULES

INCIDENT MANAGEMENT

User Dashboard Page

Allows to configure the components to display on the USER DASHBOARD page:

• Enable SLA: If selected, the RESOLUTION SLA and SLA SUMMARY tiles are displayed. If not selected, the OPEN BY STATUS Pie Chart is displayed instead.
• Enable My Entitlements: If selected, the MY ENTITLEMENTS tile is displayed.
• Frequently Used Service Catalogs: If selected, the FREQUENTLY USED SERVICE CATALOGS section is displayed.
• Quick Incident Logging: If selected, the QUICK INCIDENT LOGGING section is displayed.
• Show Log Issue/Request Search: If selected, the Log Issue/Request section is displayed on the DASHBOARD page, where the users can search for a specific keyword and log an Incident or a Service Request.
• Disable End User Dashboard Charts : If selected, the Resolution SLA and Response SLA graphs are not displayed.
• Enable Feedback: If selected, the FEEDBACK PENDING section is displayed to provide feedback. For more information about the FEEDBACK PENDING section, see End User Dashboard in Service Management.
• Disable ‘Looking for an Answer’ Text Box and ‘Knowledge Record’ Section: If selected, the Looking for an Answer search box and KNOWLEDGE RECORDS section are hidden.

Enable Feedback Page Without Authentication

Select the check box to display FEEDBACK pop-up page without logging into the application. This is applicable only for forms login. This works when the End User clicks on the hyperlink or image in the Incident/ Service Request e-mail notification.

Enable Information Ticker On Incident List

Select the check box to display the Information Ticker that shows the information about Incidents on the INCIDENT LIST page. For more information about the INCIDENT LIST page, see Service Management.

Enable IVR Mode on Log Incident and New Service Request for User

If selected, the following actions take place:

• Contact Number Exists in SummitAI
  When a User calls up the Support from a registered contact number, the Analyst is directed to the log new Incident page with the user details auto-populated fields. The recent Incidents and Service Requests logged by the User is also displayed. It also has an option to create Service Requests from the pop-up page.
• Contact Number Not Registered Users
  When a User calls up the Support from a contact number that does not exist in the SummitAI application, the Analyst is directed to the log new Incident page where the Analyst can create a new User and map the user while logging an Incident for the User.

Note: This works in the same way for Service Requests.

For more information, click here.

Caller Contact Number Attribute ID

Select the applicable attribute that is to be mapped with the IVR systems of the Organization. The attribute list is configured under the CUSTOM TAB of the NEW USER DETAILS page. For more information, see Adding Users.

Caller Contact Number Attribute Name

Type in the Attribute name for the selected Attribute ID.

Unique Call ID Name

Type in the Unique Caller ID name that you want to include in the query string.

Allow Different Tenants for Incident and Work Order

Select this check box to allow selection of different Tenants while creating Work Orders for Incident.

Display User Communication details of the Analyst in E-mail Notifications for Incident Management

Select this check box to display the User Communication details of the Analyst in the e-mail notification.

Note: The key *IM_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

Display User Communication details of the End User in E-mail Notifications for Incident Management

Select this check box to display the User Communication details of the End User in the e-mail notification.

Note: The key *IM_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

View Other Workgroup Incidents check box

Select this check box to allow Analysts to view the Incidents of other Workgroups .

• Default (Tenant Configuration): If selected, the user can view the Incident(s) of other workgroups for the Tenant which is configured as default. .
• Enable: If selected, the View Other Workgroup Incidents check box on the Filters pop-up of INCIDENT LIST page is enabled.
• Disable: If selected, the View Other Workgroup Incidents check box is disabled.

Device-wise Attribute Name for Incidents

Specify the Attribute name (Serial Number, Asset code etc.) based on which the data should be populated in the INCIDENT BY DEVICE REPORT.

WORK ORDER

Allow Workgroup Change

If the check box is selected, the Workgroup can be changed for the Incident.

SERVICE REQUEST

Allow Different Tenants for Request and Work Order

Select this check box to allow selection of different Tenants while creating Work Orders for Service Request.

Include SR Details in the SR E-mail

Select this check box to display SR details in the SR notification e-mails. The Custom Fields configured on the FORM BUILDER page for the Service Request Module are displayed in the SR notification e-mail body. For information about configuring Custom Fields for the Service Request Management module, see Service Management.

Note:

• The *SERVICEREQUEST_DETAILS* tag must be included in the NOTIFICATION TEMPLATE page to display the SR details.
• The *CUSTOMATTRIBUTE* tag must be included in the NOTIFICATION TEMPLATE page to display the Catalog Fields details. If included, the Custom Fields configured in the Service Catalog displayed in the SR notification e-mail body. For information about configuring Custom Fields for the Service Catalog Management module, see SummitAI Service Management.

Display User Communication details in E-mail Notifications for Service Request Management

Select this check box to display the User Communication details in the e-mail notification.

Note: The key *SR_USERCOMM_TABLE* must be included in the mail body of the NOTIFICATION TEMPLATE.

View Other Workgroup Requests Check Box

Select this check box to allow Analysts to view the Service Requests of other Workgroups.

• Default (Tenant Configuration): If selected, the user can view the Service Request(s) of other workgroups for the Tenant which is configured as default .
• Enable: If selected, the View Other Workgroup Incidents check box on the Filters pop-up of SERVICE REQUEST LIST page is enabled.
• Disable: If selected, the View Other Workgroup SRs check box is disabled.

Enable E-Procurement URL

Select the check box and enter the E-procurement URL on the corresponding field to enable the E-procurement module for the application.

Service Catalog/ Service Category Tile Color

Specify the color code (in HEX) to set the tile color for all the Service Catalogs and Service Categories.

ASSET MANAGEMENT

My Asset Page

Allows to configure the components to display on MY ASSET LIST page:

• Enable Accept: Select the check box to display Accept option on the MY ASSET LIST page.
• Enable Reject: Select the check box to display Reject option on the MY ASSET LIST page.
• Enable Return: Select the check box to display Return option on the MY ASSET LIST page.
• Disable Asset Details Information: Select the check box to disable the basic information of the Assets, such as Allocated Type, Allocated Date, Status, and Status.
• Enable Custom Columns: Select the check box to display the Custom Fields.

CHANGE MANAGEMENT

Customer Label Name

Specify the label name for Customers in the Change Management module.

KNOWLEDGE MANAGEMENT

Access to Retired Status Knowledge Records

Based on the selection of the check boxes, you can define the Role who can retire the Knowledge Records.

MENU SETTINGS

Show Only Icons on Menu Bar

If selected, only icons are displayed on the menu bar. The users need to re-login to the application to see the change.

USER PROFILE DISPLAY

Incident Management

Select the pages for which the user profile information should be displayed: Log Incident Page, My Incident Page, and Incident Details Page/ Log Incident For User.

Service Request Management

Select the pages for which the user profile information should be displayed: Log Service Request Page, My Service Request Page, Approve Service Request Page, and SR Details Page.

Fields

Select the fields that should be displayed in the user profile for both the Incident Management and Service Request Management modules. You can also specify a label name for the field to be displayed.

AUDIT LOG - E-MAIL NOTIFICATION CONFIGURATION

Select

Select the check box against the Module Name for which you want to send e-mail notifications when a field value is changed on the Configuration page.

Module Name

Displays the Names of the Modules available in the SUMMIT application.

E-mail ID

Configure the e-mail recipients for the modules to whom you want to send e-mail notifications when a field value is changed in the Configuration pages of a specific module.

ADVANCED REMOTE DESKTOP SHARING

Enable Advanced Remote Desktop Sharing

If you want to enable the Advanced Remote Desktop Sharing (paid version) in the SUMMIT application, select the check box.

Select the type of SummitAI application installation type for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud.

Advanced Remote Desktop Sharing URL

Type in the Remote Desktop Sharing URL.

URL Display Name

Type in the Display name for the URL.

User Name

Type in the User Name.

Password

Type in the Password.

Confirm Password

Re-enter the password to confirm.

USER SEARCH TILE

Enable User Search Tile

Select the check box to display the configured details on the User Search Tile.

Display Mode

Select the required option from the drop-down list

• On Hover: If selected, the configured details are displayed when the cursor is hovered over a user name in the user control.
• On Page: If Selected, the configured details are displayed on the page.

Fields

Select the fields that should be displayed in the user search tile. You can also specify a label name for the field to be displayed.