Configuring Incident Management Module

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 and Updating Your Profile Details in SummitAI Platform.

DETAILS

General

INCIDENT CLOSURE

• Incident Closing Mode: Select the mode in which the Incident can be closed after resolving the Incident.

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  • Auto: If selected, the status of an Incident is changed from Resolved to Closed after the configured number of days.

  • Manual: If selected, the Analyst needs to manually close the Incident.
    
    
    

• Auto Closing Days:

  • Type in the number of days after which the status of the Incident should automatically change to Closed from Resolved.

  • Select one of the following options from the drop-down box:

    • Business Days - Business days will be considered based on SLA Service Window configuration (Incident > Configuration > SLA Configurations > SLA Service Window).

    • Calendar Days - Calendar days will include Holidays for auto closure.
      
      

      Note:

      • When you select the Incident 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.

      • Incident Closing Mode configuration done at Tenant level will be overwritten with Incident Closing Mode configuration done on Business Rule page, when that business rule gets executed for the incident. Incident closure will be based on the business rule.

By default, the option Business Days is selected.

Assign User Reopened incidents to Workgroup

Select the check box to assign the re-opened Incidents to the Workgroup to which it was assigned before resolving the Incident.

Enable Auto-Completion for Logging Incidents

Select this check box to enable the auto-complete assistance option while logging Incidents.

Incident Classification Model

Select a Classification model, Default or Enhanced. If you select Enhanced, you need to also specify Classification Source and Classification Display Mode.

Enable Pending Status Change on End User Update

If selected, when the End User updates an Incident in Pending status, the status of the Incident changes to the previous status of the Incident for all Pending Reasons or for the selected Pending Reasons.

Delete Attachments

Allows you to configure the following options:

• Enable for Analyst: If selected, the Analysts can delete attachments from the Incident.

• Enable for End User: If selected, the End Users can delete attachments from the Incident.

Enable Auto-Assignment of Incidents

Select this check box to auto-assign Incidents to Analysts with least number of assigned Incidents. Select the status option in the Do Not Assign Ticket for the Status drop-down field. By selecting the status options you can configure for which status the ticket should not auto-assign.

Enable Manual Incident Cancellation Icon

If selected, CANCEL INCIDENT option displayed on ACTIONS panel of End User Incident Details page.

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 INCIDENT and NEW INCIDENT FOR USER pages.

• Enable Classification Parent Node Selection: Select this option to enable selection of both Parent and Child Classification nodes on NEW INCIDENT and NEW INCIDENT FOR USER pages.

• Disable Category Selection: If selected, the End Users do not need to select the Category while logging Incidents.

• Disable Classification Selection: If selected, the End Users do not need to select the Classification while logging Incidents.

E-MAIL NOTIFICATION

Notification For All Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts for every update of the Incident.

Notification For Selected Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts when the selected status is updated.

• 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.

Minimum Symptom Length

Specify the minimum number of characters that should be provided for the Symptom field. The default minimum length is 10 characters.

Description Length

Specify 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.

Do Not Allow Images in Description

If selected, no Images are allowed to be attached in the Description field.

CONFIGURE LIKERT SCALE QUESTION TYPE

Configure Likert Scale Question Type: If selected, the Likert Scale is displayed in the Question Type drop-down list of the FEEDBACK QUESTION page under FEEDBACK CONFIGURATION.

REMOTE DESKTOP SHARING URL

Configuration

• Replicate Application Settings Configurations: Select Replicate Application Settings Configurations option to replicate the remote desktop sharing configurations done on the application settings page for the selected Tenant.

• Tenant - Specific: Select Tenant-Specific option to do tenant-specific configuration for REMOTE DESKTOP SHARING.

  • Tenant - Specific: if selected, the Enable Basic Remote Desktop Sharing and Enable Advanced Remote Desktop Sharing check boxes are displayed.

Enable Basic Remote Desktop Sharing

If selected, Basic Remote Desktop Sharing (Summit AI's Basic Remote Desktop Sharing (Free Version)) is enabled in the SummitAI application.

Enable Advanced Remote Desktop Sharing

If selected, Advanced Remote Desktop Sharing (Paid Version) is enabled in the SummitAI application.

Hosted On

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-type the Password.

DETAILS

For End Users

Enable Last 5 Incidents Pop-up

Select the check box to display lst five incidents logged by the End User on the NEW INCIDENT page.

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 Manual Incident Cancellation Icon

Select this check box to allow manual cancellation of Incidents.

CONVERT INCIDENT TO SERVICE REQUEST OPTIONS

This section allows to configure the Incident status once the Service Request is created from it.

• Manually Resolve Incident: If this option is selected, when a Service Request created from the Incident, Analyst needs to resolve the Incident manually after resolving the Service Request.

• Auto-Cancel Incident: Select this option to cancel the Incident immediately when the Service Request is created from it.

• Auto-Resolve Incident: If this option is selected, when a Service Request created from the Incident, the Incident is resolved automatically once the Service Request is resolved.

Rule Name

This field is enabled when Auto Resolve Incident check box is selected. If a Rule exists for the Tenant, the template is used to resolve the Incident.

Provide Additional Incident Log Information

If selected, the End Users can view additional information (Priority, Service Window, and Resolution Deadline) in the confirmation pop-up after the Incident is logged.

Enable Reminder to Callers for Pending Reasons

Select the Pending Reason in the drop-down list to send an e-mail reminder to the Callers. The Pending Reasons available in the drop-down list is configured in the PENDING REASON page (see: Configuring Pending Reasons).

The Callers will be notified when the Incident is in Pending status for the selected Pending Reasons and the configured Alert Interval is exceeded. For more information about configuring the Alert Interval, see SUMMITAI General page.

Auto-Resolve Incidents

If selected, the Incidents 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 Tickets

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

Display Minimized Knowledge Base Pop-up

If selected, Knowledge Base pop-up is displayed on the NEW INCIDENT Page.

Enable Follow-up for Incidents

If selected, the Incident Follow-up check box is displayed on the NEW INCIDENT page.

Note: Ensure that the Incident Follow-up field is configured from the LOG INCIDENT PAGE (see: Configuring Log Incident Page)

LOG INCIDENT ON BEHALF OF CUSTOMER/SUB CUSTOMERS

All Customers

If this check box and the Customer field check box on the LOG INCIDENT PAGE (Incident >Configuration >Incident Masters >Log Incident Page) are selected, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW INCIDENT page (Incident > User > New Incident).

Note: On the LOG NEW INCIDENT page, Customer followed by Caller fields should be configured. The Callers are displayed based on the selected Customer in the Customer field. The Customer and Caller fields should be made mandatory.

Example:

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  • User 1 belongs to Customer A and User 2 belongs to Customer B.

  • If the user selects Customer A in the Customer drop-down field, the user can find only User 1 in the Caller field.

Customer and Sub Customers

If this check box and the Customer field check box on the LOG INCIDENT PAGE (Incident >Configuration >Incident Masters >Log Incident Page) are selected, the Customers/Sub Customers to which the user belongs reflect in the Customer drop-down list on the NEW INCIDENT page (Incident > User > New Incident).

Note:

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  • On the LOG NEW INCIDENT page, Customer followed by Caller fields should be configured. The Callers are displayed based on the selected Customer in the Customer field. The Customer and Caller field should be made mandatory.

  • 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 INCIDENT page.

Example:

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  • User 1 belongs to Customer and User 2 belongs to Sub Customer.

  • If the user selects Sub Customer in the Customer drop-down field, the user can find only User 2 in the Caller field.

DETAILS

For Analysts

Hide 'Mail to Caller' check box on Incident Details page

Select the check box to hide the Mail to Caller check box.

Disable Vendor Incident Status Check

If the check box is selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident.

Enable First Call Resolution (FCR) Option

Select the check box to display the FCR option for the L2/ L3 team.

Enable Major Incident

Select the check box to allow Analysts to manually indicate an Incident as a Major Incident (see: Major Incidents).

Enable Conference Call

If selected, the analyst will have the option to join the conference call from the Major Incident pop-up page on INCIDENT DETAILS page.

Enable Capture of Closure Category

Select the check box to allow Analysts to select a Closure Category.

Enable Change Caller Icon

Select this check box to allow the Analyst to change the Caller.

Restrict Transfer of Incidents Between Tenants

Select this check box to set a limit for the number of Incidents that can be transferred to a Workgroup by End Users.

If this check box is selected, Analysts can also view Incidents of other Workgroups for which they do not have Analyst access by selecting the Other Workgroups check box on the Filters pop-up of the INCIDENT LIST page (see: Viewing and Updating My Workgroup Incidents). In addition to this, the configured Analysts can view and edit Incidents of other Workgroups for which they do not have Analyst access using Global Search by enabling Allow the Analyst to edit all Incidents check box on the ANALYST page (see: Configuring Analysts in SummitAI Platform).