Service Management Help

Service Request Management

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

To configure User Types:

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

Figure: USER TYPE page

Additional Access

The Administrator can provide access to additional User Types to a user. Hence, the users can access additional Service Catalogs.

For example: A user belonging to User Type VIP can also be provided access to User Types Admin and HR. Hence, the user can access the Service Catalogs of the User Types VIP, Admin, and HR.

Note: The Lock and Unlock icons on Additional Resource Access column indicate whether the additional access is configured () or not configured () for the user.

To provide additional access to users:

Click the Configure additional User Type link in the Additional Resource Access column on the USER TYPE page.
On the ADDITIONAL USER TYPE ACCESS TO CATALOG pop-up, select the User Type from the User Type drop-down list. The Administrator can select specific User Type or multiple User Types.
Select the Active check box.
Click SUBMIT. The specified user is provided access to multiple User Types.

ADDITIONAL USER TYPE ACCESS TO CATALOG pop-up

Figure: ADDITIONAL USER TYPE ACCESS TO CATALOG pop-up

Click the icon to deactivate the User Type.
Click the icon to delete the User Type.

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 value for the User Type
Highlight Color	Provide a highlight color. The SRs logged by this User Type will be displayed in this highlight color.
Resource	Type in the resource name added to this User Type. You can also search for a resource using the Search icon. For more information about searching users, see Searching Users in SummitAI Asset Management.
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.

USER TYPE page: List of User Types
Figure: USER TYPE page: List of User Types

To edit a User Type, click the Name of the User Type. 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. For more information 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. For more information see Importing Master Template in SummitAI Platform.

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