SummitAI Service Management Help

Incident Management

You can configure the new status for the resolved incidents awaiting for approval. This configuration option is available for the users with role access. Otherwise, Status Configuration option is not visible.

In the Approval Configuration Screen, Update IM Status to under ACTIONS tab displays the status based on the status configuration done here. Also, the configured status will be available to filter the incidents records on Incident List page (Incident > Manage Incidents > Incident List) under FILTERS sections for the Values field of the Status field.

Configuring Status

The following section provides details of how to configure the status for post resolution incident approval process.

To configure the status, perform the following steps:

Select Incident > Configuration > Others > Status Configuration. The STATUS details page appears.
Select the required Tenant, click ADD NEW under the ACTIONS panel, and fill in all the details on the STATUS page. For more information about the fields on the STATUS page, see Field Description.
Click SUBMIT. A new Status is added.

Figure: STATUS Configuration

Field Description

The following table describes the fields on the STATUS details page:

Field	Description
DETAILS
Status Name	Specify the unique name of the status.
Sort Order	Specify the sort order. Based on the sort order configuration here the statues are displayed on the Approval Configuration page. Note: The Sort Order field accepts values from 0 to 999. The statuses are displayed alphabetically on the pages when two or more statues are configured with the same Sort Order or without any sort order.
Active	Indicates the status of the approval workflow. If selected, the status is enabled. If not selected, the status becomes an inactive value.

STATUS - LIST page

You can view the all status list page with the Status ID, Status Name, Sort Order, and Active columns. A sample screenshot is shown below:

Figure: STATUS - LIST Page

Field Description

The following table describes the fields on the Approval Configuration LIST page:

Field	Description
LIST
Status ID	Displays the status ID.
Status Name	Displays the name of the status.
Sort Order	Displays the sort order.
Active	Displays if the user group is active or not. True - If the status is active. False - If the status is inactive.

Click on any configured status to edit the details. Click SUBMIT to update the modified details.

Note:

If the newly created or edited status matches the already existing status, then the system displays the error message.

Release Notes | Installation Guide | Other Documents