SummitAI Service Management Help

Workgroup Incidents

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 Filter) 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 MY WORKGROUP 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 . 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.

Visual Indicator:

The following section describes the various icons on the Incident List page:

Viewing Incident Summary

Click icon to view the Incident summary.

Figure: Summary icon - Tile View

Figure: Summary icon - Tabular View

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

Assign To Me

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

Figure: Assign to Me icon - Tile View

Figure: Assign to me icon - Tabular View

Figure: Confirmation pop-up

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.

Show Incidents Updated By E-mail

The following icons are displayed only when an Analyst/External User/End User updates the Incident using the e-mail option.

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.

Note:

To display the incidents with the above mentioned icons, 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. If selected, the Show Incidents Updated By E-mail filter displayed in the Field drop-down. For more information on this configuration see, Configuring Incident Management Module.

To view the incidents Last Updated by Analyst/External User/End User Using E-mail function:

Select Show Incidents Updated By Email from Field drop-down list.
Select = (equal to) from Operator drop-down list and select the check box.
Click Apply to view the list Incidents Updated by Analyst/External User/End User Using E-mail function.

Figure: Incident List page

Figure: Incident List page: Show Incidents Updated By Email: Last Updated by End User Using E-mail icon

Viewing/Updating Incidents Assigned to You

You can view or update the Incident assigned to you.

To view Incidents assigned to you:

Select Analyst/Assigned To from Field drop-down list.
Select = (equal to) from Operator drop-down list.
Select your name from Values drop-down list.
Click Apply to view the list Incidents assigned to you.

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

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

Various Sections of the Page

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

Figure: INCIDENT LIST page (Tile View)image2020-12-27_17-51-57.p

Figure: INCIDENT LIST page (Tabular view)

Note:

Hover the mouse over Incident Symptom or Description to view the Symptom or Description in a pop-up as shown below or hover the mouse over () in Symptom or Description to view the Symptom or Description in a pop-up as shown below.

The Description pop-up displays only the first 500 characters of Incident Description. To view complete information, click Incident ID.

See Screenshot

Figure: Incident List page - Symptom pop-up

Figure: Incident List page - Description pop-up

Section 1

Figure: Incident List page - Information Panel

The information panel displays the following information about Incidents that belong to your Workgroup or Assigned Workgroup:

Total Incidents: Click the Total Incidents count to view all the Incidents on the Incident List page.
Open Incidents: Click the Open Incidents count to view only the Open Incidents on the Incident List page.
Resolved Incidents: Click the Resolved Incidents count to view only the Resolved Incidents on the Incident List page.
Current Month Open Incidents: Click the Current Month Open Incidents count to view only the Current Month Open Incidents on the Incident List page.
Response SLA Met: Click the Response SLA Met count (percentage number) to view the Incidents that met the Response SLA on the Incident List page.
Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Incidents that met the Resolution SLA on the Incident List page.

Note:

The Administrators can disable the Information Panel by deselecting the Enable Information Panel On Incident/Service Request List check box on the APPLICATION SETTINGS page.
Click icon to view Filter section, View and Configure Columns fields.

Section 2

There are three fields in this section.

View
Filter
Configure Columns

View

What is a view?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Note:

A view created by an analyst is not available to another analyst.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.
Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

Note:

Based on selected field, the operates are populated in the Operator field.

Operator Name	Operator	Function
Equals	=	Find an exact match with the entered value.
Not Equals	!=	Find a match that should not be equal (exactly) to the entered value.
Is one of	IN	Find matches with any one of the options that you select.
Is not one of	NOT IN	Find matches that do not match with any of the selected options.
Less than	<	Find a match where the numerical value is less than the entered value.
Greater than	>	Find a match where the numerical value is greater than the entered value.
Less than or equal to	<=	Find a match where the numerical value is equal or less than the entered value.
Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the entered value.
Between	Between	Find a match where the numerical value is between the first and second value inclusive.

Scenario:

Create a view to get a list of High and Medium Impact Open Incidents of Information Technology Tenant except Server Category Incidents. In this case, add conditions as shown below.

Click Apply to view records that meet the above filter conditions.
Click Save As New. The SAVE VIEW pop-up is displayed.
Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.
Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Field	Description
Views
View Name	Type in the name for the View.
Set As Default	Select the Set As Default check box to view the CRs that meet the filter conditions or criteria defined in that View. It reduces the user effort and time for repeated search actions with the same filter criteria.
Filters
Field	Each field is a column in the table. Select the required field from the drop-down list.
Operator	Based on selected field, the operates are populated in the Operator field. Select the required operator from the drop-down list.
Values	Each field has its own set of valid values determined by the field type and operator. Specify the values.
Configure Columns	Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.
Display Type	(Tabular View) icon: Click this icon to configure columns for Tabular view. (Tile View) icon: Click this icon to configure columns for Tile view.
Available Columns	Lists the available columns.
Selected Columns	Lists the selected columns. Note: Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. Drag up or down to set the sequence in which the columns should be displayed on the page.

Apply a View

Search and select the View from the drop-down list.

Set as Default:

To Set Specific View as Default:

Search and select a View from the drop-down list.
Click Set As Default link to make it default view.

Note:

The selected view is set as default.

Edit View

To Edit Specific View:

Search and select a View from the drop-down list.
Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.
Click Submit.

Note:

The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). Upon clicking a specific pill, the Analyst can view the values selected for that filter condition.
Click (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.
Click (delete) icon to remove a specific filter value. The list page reloads and shows records based on remaining filter values.
Click (Reset) to reset the conditions to the initially configured condition for the selected view.
Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

Search and select a View from the drop-down list.
Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Incidents.

Adding Filter Conditions:

A filter condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.
Value: Each field has its own set of valid values determined by the field type and operator.

Note:

In the Field drop-down the analyst can view the following groups.

User Attributes
Standard Attributes
Date
Custom Fields

Under the Custom Fields section, the Analyst can view the Custom Attributes or Fields added for the Incident Management module. For Custom Fields, the Operators displayed based on Custom Field selection.

Operator Name	Operator	Function
Equals	=	Find an exact match with the entered value.
Not Equals	!=	Find a match that should not equal (exactly), the value entered.
Is one of	IN	Find matches with any one of the options that you select. Can select one or more options.
Is not one of	NOT IN	Find matches do not match with any of the selected options.

Filter on Date

This type of filter works on Date fields such as Log Time, Update Time, Resolved Time, Closed Date, Updated Since (In Days), and Pending For (In Days).

Operator Name	Operator	Function
Equals	=	Find an exact match with the entered value.
Less than	<	Find a match where the numerical value is less than the value entered.
Greater than	>	Find a match where the numerical value is greater than the value entered.
Less than or equal to	<=	Find a match where the numerical value is equal or less than the value entered.
Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the value entered.
Between	Between	Find a match that is between date 1 and date 2 inclusive.

The following table describes the Field Types and Operators.

Field Type	Operator Name	Operator	Function
User Attribute Username/Caller Logged By User Type Customer Location Caller Location Standard Attribute Workgroup/Assigned Workgroup Analyst/Assigned To Status Category Classification Impact Urgency Priority SLA Service Window Pending Reason Closure Code Resolution Code Closure Category Source Medium	Equals	=	Find an exact match with the entered value. Example: Caller Location = New York On the Incident List page, the Analyst can view incidents logged from the New York location.
	Not Equals	!=	Find a match that should not be equal (exactly) to the value entered. Example: Caller Location != New York On the Incident List page, the Analyst can view incidents logged from all locations except the New York location.
	Is one of	IN	Find matches with any one of the options that you select. Can select one or more options. Example: Caller Location IN New York, New Jersey. On the Incident List page, the Analyst can view incidents logged from New York, or New Jersey, or both locations.
	Is not one of	NOT IN	Find matches do not match with any of the selected options. Example: Location NOT IN New York, New Jersey. On the Incident List page, the Analyst can view incidents logged from all locations except the New York and New Jersey locations.

Field Type	Operator Name	Operator	Function
User Attribute User Contact Number Standard Attribute Major Incident Scheduled Incidents Has Attachment Response SLA Violation Resolution SLA Violation Parent Incident Child Incidents Response SLA Resolution SLA	Equals	=	Find an exact match with the entered value. Example: Major Incident = Yes On the Incident List page, the Analyst can view only the Major Incidents.
Standard Attribute Description Solution Symptom	Contains	Contains	Use this operator, when you know your value/text, but not the exact value/text. Example: Symptom Contains Outlook. Displays all the incidents where Symptom Contains Outlook. Note: In the Values field, the users can search for a keywords (user input) using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

Field Type

Operator Name

Operator

Function

User Attribute

User Contact Number

Standard Attribute

Major Incident
Scheduled Incidents
Has Attachment
Response SLA Violation
Resolution SLA Violation
Parent Incident
Child Incidents
Response SLA
Resolution SLA

Equals

Find an exact match with the entered value.

Example: Major Incident = Yes

On the Incident List page, the Analyst can view only the Major Incidents.

Standard Attribute

Description
Solution
Symptom

Contains

Use this operator, when you know your value/text, but not the exact value/text.

Example: Symptom Contains Outlook. Displays all the incidents where Symptom Contains Outlook.

Note: In the Values field, the users can search for a keywords (user input) using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

Field Type	Operator Name	Operator	Function
Standard Attribute Incident ID Aging (In Hours) Date Log Time Updated Time Resolved Time Closed Date Updated Since (In Days) Pending For (In Days)	Equals	=	Find an exact match with the entered value. Example: Incident ID = 75810
	Less than	<	Find a match where the numerical value is less than the value entered. Example: Incident ID < 75810 On the Incident List page, the Analyst can view the Incidents whose Incident ID is less than 75810.
	Greater than	>	Find a match where the numerical value is greater than the value entered. Example: Incident ID > 75810 On the Incident List page, the Analyst can view the Incidents whose Incident ID is greater than 75810.
	Less than or equal to	<=	Find a match where the numerical value is equal or less than the value entered. Example: Incident ID <= 75810 On the Incident List page, the Analyst can view the Incidents whose Incident ID is less than or equal to 75810.
	Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the value entered. Example: Incident ID >= 75810 On the Incident List page, the Analyst can view the Incidents whose Incident ID is greater than or equal to 75810.
	Between	Between	Find a match where the numerical value is between the first and second value inclusive. Example: Incident ID Between 444 and 450 On the Incident List page, the Analyst can view 444, 445, 446, 447, 448, 449, and 450.
	Is one of	IN (Incident ID)	Find matches with any one of the options that you select. Can select one or more options. Example: Incident ID IN 444, 455 On the Incident List page, the Analyst can view the 444 or 455 or both Incidents.

Section 3

Following are the various options available in this section (both Tabular and Tile View):

Refresh Interval: Specify the time period (in minutes) after which you want the records on this page to be refreshed.
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.
Records Per Page: Display the count of Incidents displayed on this page. Click to specify the number of Incidents to be displayed on this page.
Total: The count of total Incidents assigned to your Workgroup.
Showing: Display the count of Incidents displayed on this page.
Rows: The number of rows in which the Incidents are displayed on this page. Click the list to specify the number of rows to be displayed on this page.

Section 4

This section explains all the icons displayed on the ACTIONS panel of the Incident List page:

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.

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

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.