SummitAI Service Management Help

Loading

Workgroup Incidents - Various Actions

You can view the Incidents in your Workgroup and take appropriate actions whenever required. You can view all the Incidents that belong to your Workgroup, along with some basic attributes of the Incident, such as Incident Id, Status, Request Date, Workgroup, Caller, and so on. Different color flags indicate the age of the Incidents, that is, the time period between the time the Incident was logged and the current time. The various color codes indicate the Priority of the Incidents. You can select Incidents as per your requirement by specifying a search criteria (for more information about filters criteria see Filters) and can also bulk update them (for more information about Incident bulk update, see Bulk Update).

To view or update My Workgroup Incidents:

Select Incident > User > Manage Incidents > Incident List. Alternatively, under the ANALYST DASHBOARD tab under INCIDENT, click MYWORKGROUP to view the Incidents assigned to your Workgroup.
On the INCIDENT LIST page, you can view all the Incidents that belong to your Workgroup.
- You can view the Incidents in the Tile view or Tabular view.
- You can search for the Incidents using the Filters icon on the ACTIONS panel. For more information about Filters, see Filters.
Click the Incident ID of the Incident that you want to view or update. The corresponding INCIDENT DETAIL page is displayed. For more information about the fields and the actions you can perform on the INCIDENT DETAIL page, see Viewing and Updating Incident Details.
View or update the Incident details and click SUBMIT to save your changes.

Assigning Incidents to Yourself

You can assign Incidents to yourself by clicking the icon. You get a confirmation message. Click OK.

Figure: Incident Tile: Assign to me icon

Visual Indicator

The following visual indicators are displayed for an Incident:

A Last Updated by Analyst Using E-mail icon is displayed for the Incidents that are updated by an Analyst using the e-mail option.
A Last Updated by External User Using E-mail icon is displayed for the Incidents that are updated by an External User using the e-mail option.
A Last Updated by End User Using E-mail icon is displayed for the Incidents that are updated by an End User using the e-mail option.

To display the incidents with the above mentioned icons, the following conditions must be fulfilled:

On the Incident Management TENANT configuration page, the Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page check box must be enabled to display the Show Incidents Updated By E-mail check box on the FILTERS pop-up and "Last Updated by Analyst/External User/End User Using E-mail" icon for the respective Incident on the INCIDENT LIST page. These icons indicate that the respective incident is updated by an Analyst/End User/External User through e-mail. For more information on this configuration see, Configuring Incident Management Module.
These icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.

Note:

To display the incidents only with the Last Updated by Analyst/External User/End User Using E-mail icon, the Show Incidents Updated By E-mail check box must be enabled on the FILTERS pop-up page of the INCIDENT LIST page. See Screen Shot. By default, the incidents with the Last Updated by Analyst/External User/End User Using E-mail icons are displayed along with other incidents.

FIGURE: FILTERS pop-up: INCIDENT LIST page

Figure: INCIDENT LIST page: Tabular view

Viewing/Updating Incidents Assigned to You

You can view or update the Incident assigned to you. On the FILTERS pop-up page, select your name in the Assigned To list and click SUBMIT to view the list Incidents assigned to you. For more information about filters, see Filters. You can also bulk update Incidents assigned to you. For more information about Incident bulk update, see Bulk Update. Alternatively, select Dashboard > ANALYST DASHBOARD tab > INCIDENT > ASSIGNED TO ME tile.

Figure: FILTERS pop-up page: Assigned To field

Child Incidents

The icon on the Incident indicates that it is a Child Incident. Click icon to see Parent Incident details page. (See: Parent and Child Incidents).

Figure: Incident Tile: Child icon

Parent Incidents

The icon on the Incident indicates that it is a Parent Incident.

Figure: Incident Tile: Parent Incident icon

To view Child Incident List pop-up:

Click icon to see the Child Incident List pop-up. (See: Parent and Child Incidents).

Figure: CHILD INCIDENT LIST pop-up

SLA Color Code

The colored line on the Incident tile indicates the percentage of SLA elapsed. Following are the color codes for SLA.

Line Color	SLA Elapsed
Green	less than 75%
Orange	less than 100%
Red	100%

Figure: Incident Tile: SLA color code

Incident Age

The colored flag on the Incident tile indicates the Age of the Incident, that is, for how many days an Incident is open. Following are the color codes for Age:

Flag	Description
	Indicates that the Incident is opened for 0-2 days.
	Indicates that the Incident is opened for 2-5 days.
	Indicates that the Incident is opened for 5-10 days.
	Indicates that the Incident is opened for more than 10 days.

Figure: Incident Tile: Age Flag

Caller Awaiting Response

The icon indicates that the End User has last updated the Incident. You should check these Incidents on Priority, as the End User might have provided some information about the Incident or may be looking for an update on the Incident.

Reopened Incidents

The icon on the Incident Tile indicates that the Incident is reopened. Incident (Incidents in Closed status) may be reopened by the End User if the user is not satisfied with the resolution provided by the Analyst.

Figure: Incident Tile: Reopened Incident icon

Priority Color Code

The colored line next to Incident Priority on the Incident Tile indicates the Priority of the Incident. Following are the color codes for Priority:

Line Color	Priority
Green	less than 75%
Orange	less than 100%
Red	100%

Figure: Incident Tile: Priority Color Code

Viewing Incident Summary

Click icon on the Incident tile to view the Incident summary.

Figure: Incident Tile: Incident Summary icon

The Incident - ID - Summary pop-up page is displayed with the details about the selected Incident. For more information about fields on the Incident - ID - Summary pop-up page, see Viewing and Updating Incident Details.

Figure: Incident - ID - Summary pop-up page

Creating Work Order, Change Record, Problem Record

Click icon next to the Incident ID, a pop-up list with the options to create Work Orders, Problem Records, and Change Records is displayed. The Work Order, Change Record, and Problem Record created from the Incident are linked to the Incident and displayed under the RELATIONSHIP tab of the Incident (see: Logging Incidents for Users).

Figure: Incident Tile

Configuring, Adding, and Viewing VIP Users

The star on the Incident Tile indicates that the user is a VIP user. The color of the star can be configured by the Administrator. The Priority for the Incidents logged by VIP user are High. So the Incidents should be resolved at high importance and immediately. For more information about VIP user, click here.

Adding VIP Users Type

You can add VIP User Type on the COMMON MASTERS page (Admin > Basics Infrastructure > Common Masters > Common Master Configuration).

Click ADD NEW on the ACTIONS panel. Select Master Type as User Level, type in VIP on the Value field, and specify the Sort Order.
Click SUBMIT. VIP User Type is created.

Figure: COMMON MASTERS page: VIP User Type creation

Configuring a User as VIP User

On the USER LIST (NEW USER and USERID) page, fill in all the User information and select the User Type as VIP on for a Division on the USER TYPE ALLOCATION section.
Click SUBMIT. The User is configured as the VIP User.
Figure: COMMON MASTERS page: VIP User Type creation

Figure: Incident Tile: VIP user

Evaluating Incidents

Figure: Incident List page - Evaluation icon

Click icon to create and assign tasks to Analysts or to evaluate the Incident tasks.

Note:

Select Enable Evaluation check box on the TENANT page to display Evaluation icon for the selected Tenant on the INCIDENT LIST page. For more information, see Configuring Incident Management Module.
Only the Analyst configured as evaluator can create and assign tasks to Analyst. For more information, see Configuring Incident Evaluator.
The Assigned Analysts evaluate the tasks and provide the comments.

The color code of the Evaluation icon on the Incident list page indicates the different status of the evaluation process. Following are the color codes of Evaluation Icon:

Icon Color	Description
	Indicates that the Evaluation is not started.
	Indicates that the Evaluation completed with open task.
	Indicates that the Evaluation completed.

GENERAL

Under the GENERAL tab, the Evaluator can view the general details about the Incident. The fields displayed under this tab are configured on the Form Builder page. For more information see, Configuring Custom Fields for Incident Management.

Figure: Incident Evaluation - GENERAL tab

Note:

If the Analyst does not possess Evaluator access, then the fields under the GENERAL, RELATIONSHIP, and ACTIONS tab are grayed out.

RELATIONSHIP

Under the RELATIONSHIP tab, the Evaluator can link Change Records and Problem Records.

Figure: Incident Evaluation - RELATIONSHIP tab

To link records,

Click control next to the LINK. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
Specify the search criteria and click SEARCH.

Figure: RELATIONSHIP pop-up page
Select the record to be linked and click LINK.

Figure: RELATIONSHIP pop-up page
The linked record is displayed under LINKED CHANGE RECORDS section of the RELATIONSHIP tab.

TASKS

Under the TASKS tab, the Evaluator can add tasks and assign it to the Analysts.

Figure: Incident Evaluation - RELATIONSHIP tab

To assign tasks to the Analysts, fill in the required information and click SUBMIT. For more information, see Field Description.

Field Description

The following table describes the fields under the ACTIONS tab.

Field	Description
Task	Specify the task related to the Incident.
Owner	Select the Analyst in drop-down list.
Due Date	Select the date by which the task the should be completed.
Status	Select the status of the task in the drop-down list.
Resolution	Specify the resolution for the task.
	Click this icon to add new task.

Various Sections of the Page

This section explains the various highlighted sections of the INCIDENT LIST page.

Figure: INCIDENT LIST page (Tile View)

Figure: INCIDENT LIST page (Tabular view)

Note:

Click More hyperlink in the Symptom column to view the Symptom and Description of an Incident in a pop-up page.

Section 1

Following are the various options available in this section:

Refresh Interval: Specify the time period (in minutes) after which you want the records on this page to be refreshed.
SLA: Displays the SLA color codes used on this page: You can select a particular SLA color to filter the Incidents on the page. Select the Clear Filter option from the list to clear the applied filter. For example, select red color to display all the Incidents for which 100% SLA is elapsed.
Age: Displays for how many days a particular Incident is open. You can select a particular Age color flag to filter the Incidents on the page. Select the Clear Filter flag from the list to clear the applied filter. For example, select red color flag to display all the Incidents, which are open for more than 10 days.
Tabular View icon : Click this icon to view the Incidents in a Tabular view.

Tile View icon : Click this icon to view the Incidents in a Tile view.

Section 2

There are three fields in this section.

Total: The count of total Incidents assigned to your Workgroup.
Showing: The count of Incidents displayed on this page.
Rows: The number of rows in which the Incidents are displayed on this page.
Click on the particular page number to navigate to that page. Alternately click to view the page number after 10 and navigate to that page. Click to go to the previous page or click to go to the next page.

Section 3

This section displays the various actions that you can perform on the MY WORKGROUP INCIDENTS page, see ACTIONS.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MY WORKGROUP INCIDENTS page:

FILTERS

Click FILTERS to specify a particular filter criteria to display the Incidents assigned to your Workgroup. On clicking the Filters icon, the FILTERS pop up page is displayed.

Figure: FILTERS pop-up page: BASIC tab

Figure: FILTERS pop-up page: ADVANCED tab

Figure: FILTERS pop-up page: ADDITIONAL ATTRIBUTES tab

The following table describes the fields on the FILTERS page:

Field	Description
BASIC
View	Search and select a View from the drop-down list to display the Incidents. You can create different Views to set different filter criteria to view different set of Incidents.
	Click Create View icon. A new text box is displayed. Type in the View name. Also, specify the desired filter criteria under the BASIC, ADVANCED, and ADDITIONAL ATTRIBUTES sections, and click SUBMIT to save the new View. Select the Set as default view check box to view the Incidents with the saved filter criteria by default. It reduces the user effort and time for repeated search actions with the same filter criteria. If Set as default view check box is selected and the View is saved, the new View or the edited View becomes the default View on the FILTERS pop-up page. If Set as default view check box is not selected and the View is saved, the default View of the FILTERS pop-up page is displayed. Also, if the User accesses the INCIDENT LIST page through ANALYST DASHBOARD, the default View of the FILTERS pop-up page is displayed irrespective of the selection of the check box.
Tenant	Search and select the Tenant from the drop-down list.
Workgroup	Select the Workgroup from the list. You can select multiple Workgroups to display the Incidents for the selected Workgroup.
Status	Select the status of the Incidents from the list. You can select multiple status values to display the Incidents for the selected status values. For more information about Incident Statuses, see Incident Status.
Assigned To	Select the Analysts assigned to the Incidents. You can select multiple Analyst.
Incident ID	Select the Incident ID from the list.
Caller	Type in the Caller name to view the Incidents for the Caller.
Log Time	Specify the Incident log time date range in the From and To fields.
Logged By	Type in the Analyst name to view the list of Incidents raised by Analyst.
Updated Time	Specify the Incident updated date range in the From and To fields.
Scheduled Incidents	Select the check box to view the scheduled Incidents. The scheduled Incidents appear on INCIDENT LIST page on the scheduled date. You can schedule Incidents by specifying the Schedule Date under the GENERAL tab of the INCIDENT ID page. For more information about scheduling Incidents, see GENERAL tab.
View All Incidents	Select the check box to also view Incidents from other Workgroups for which you do not have Analyst access. This check box is available if configured by the Administrator (see: Configuring Incident Management Module)
Show Incidents Update by E-mail	Select this check box to view the list of Incidents (with the Show Incidents Update by E-mail icon) that are updated by analyst using e-mail option. For more information see, Visual Indicator.
ADVANCED
User Type	Search and select the User Type from the drop-down list.
Priority	Select the Priority of the Incidents from the list. You can select multiple priority to display the Incidents for the selected Priority values.
Caller Location	Select one or more locations of the Caller.
Closure Code	Select the Closure Code from the list.
Customer	Select one or more Customers.
Pending Reason	Select the Pending Reason from the list.
Location	Select one or more Locations.
Resolved Time	Select the resolved time of the Incident from the list.
Classification	Select the Classification of the Incident from the list.
SLA Type	Search and select the SLA Type from the list.
Category	Select the Category of the Incident from the list.
SLA	Search and select the SLA from the list.
Medium	Select the Medium through which you want to log Incident. You can select one of the medium from the drop-down list. Example: Mobile: Logging Incident through Mobile Application. Web: Logging Incident through SUMMIT Web application.
Source	Select the source from where Incident is created. Example: User and Event.
Updated Since (In Days)	Specify the number of days to view the list of Incidents updated in the last specified days.
Pending For (In Days)	Select the required operator and specify the number of days to view the list of Incidents in Pending status for the defined time. For example: If you select '>' and specify the number of days as 5, all the Incidents in Pending status for more than 5 days are displayed. Note: This field is displayed when Pending is selected in the Status field under Basic.
Text Search	Type in text in the search box and search for the result.
ADDITIONAL ATTRIBUTES
Custom Attributes	Select the Custom Attribute in the list. On selecting the Custom Attribute the Value field is displayed.
Value	Select the required value of the selected Custom Attribute. The Incidents which contain the selected Custom Attributes and the values are displayed.

BULK UPDATE

Click BULK UPDATE to update multiple Incidents at a time. You may need to bulk update Incidents for related Incidents or similar Incidents. Select the Incidents by clicking the check boxes (Tabular view) or clicking the Incident tiles (Tile view) for the Incidents that you want to update. On clicking the BULK UPDATE icon, the BULK UPDATE pop up page is displayed. You can specify the updated values for few fields of these selected Incidents.

Figure: BULK UPDATE pop-up page

The following table describes the fields on the BULK UPDATE pop-up page:

Field	Description
BASIC
Status	Select the new Status for the selected Incidents.
Workgroup	Select the new Workgroup for the selected Incidents.
Classification	Select the new Classification for the selected Incidents.
Assigned To	Select the Analyst assigned to the selected Incidents. You can select Primary and Secondary Analyst if configured.
Category	Select the new Category for the selected Incidents.
SLA	Select the new SLA for the selected Incidents.
Urgency	Select the new Urgency value for the selected Incidents.
Impact	Select the new Impact value for the selected Incidents.
Priority	Select the new Priority for the selected Incidents.
Private Log	Specify the comments in this field.
GENERAL - CUSTOM ATTRIBUTES
The Custom Fields configured under the General section of Incident Management FORM BUILDER page is displayed here (see: Configuring Incident Management Module).
ADDITIONAL INFORMATION - CUSTOM ATTRIBUTES
The Custom Fields configured under the Additional Information section of Incident Management FORM BUILDER page is displayed here (see: Configuring Incident Management Module).
Do Not Update If Above Values are Already Saved	Select this check box if you do not want to make changes to the Incidents if these changes are already made.

Note: File attachment and multi-valued groups will not be applicable for Bulk Update.

CONFIGURE COLUMNS

Click CONFIGURE COLUMNS to select the columns to be displayed on this page, see: Personalizing Pages in SummitAI Platform.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export the Incident List to a Microsoft Excel sheet.

EXPORT ALL

Click EXPORT ALL to export all the Incidents to a Microsoft Excel sheet.

Loading

Browser not supported