SummitAI Service Management Help

You can configure or modify the e-mail Ids of the recipients for a specific Workgroup/Category, who are notified when the Expected Time to Resolution is updated.

To configure ETR E-mail Notifications:

Perform the following steps to configure ETR E-mail Notification.

Prerequisites:

Enable Display Expected Time to Resolve (ETR) section on Incident Details on TENANT page for Incident Management module (Admin > Basic > Infrastructure > Tenant). For more information, see Configuring Incident Management Module.
Enable custom scheduler job ETR Escalation Notification on CUSTOM SCHEDULER page (Admin > Basic > Infrastructure > Custom Scheduler). For more information, see Configuring Custom Scheduler Jobs.
Configure Escalation Levels for ETR on AUTO ESCALATION page for Incident Management module ( Admin > Advanced > Productivity > Escalations > Auto Escalations). For more information, see Configuring Auto Escalation for Incident By SLA.

Select Incident > Configuration > Others > ETR E-mail Notification.
On the ETR E-MAIL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
Select the Tenant.
Make appropriate selections, and type in the required details.
Click SUBMIT. A new ETR E-mail Notification is configured.

Figure: ETR NOTIFICATION page

Field Description

The following table describes the fields on the ETR NOTIFICATION page.

Field	Description
Workgroup	Select the Workgroup.
Category	Select the Category.
E-mail ID	Specify the E-mail IDs. You can specify multiple E-mail IDs separated by semicolon (;).
Send Notification to Workgroup Owner	If selected, the E-mail notification is sent to the configured Workgroup Owner.
Send Notification to Analyst	If selected, the E-mail notification is sent to the configured Analyst.
Active	If selected, the ETR Notification configuration becomes active.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the ETR NOTIFICATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the ETR Notifications configured in the SummitAI application for the selected Tenant.

ETR NOTIFICATION page

Figure: ETR NOTIFICATION page

To edit an ETR Notification, click the ETR Notification ID. Make appropriate changes and click SUBMIT.
To display the inactive ETR Notifications, click the Include Inactive Records check box.

Note:

When the configured ETR Notifications are displayed under the LIST table, the ADD NEW button is displayed on the ACTIONS panel. Click ADD NEW to configure a new ETR Notification.