Incident Feedback Report

Owned by sivani.sahu
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
2 min read

SummitAI Service Management Help

Incident Management

Report Description

Feedback Summary Report displays the feedback received on Incidents during the time period you specified (for a selected set of Workgroups and selected Tenant).

Note:

The Administrators can configure if the inactive Feedback Questions should be displayed or not on the Feedback Summary Report. 

Configurations:

<add key="IM:DisableInactiveQuestionsFeedbackReport" value="true" />

If the value for this key is set as True, all the inactive Feedback Questions are hidden. However, if the value is set to False, the inactive Feedback Questions are displayed.

If configured to True, the Incidents, which do not have any active Feedback Questions do not show up in this report.

Average Feedback Rating: This section displays average feedback rating for each Feedback Question.

Feedback Trend for previous 6 months: This section displays feedback trend for last 6 months for each Feedback Question.

INCIDENT FEEDBACK REPORT

Figure: INCIDENT FEEDBACK REPORT

On the FEEDBACK QUESTIONS table, you can view all the configured Feedback Questions. On the FEEDBACK table, you can view a list of Incidents with the comments and feedback ratings provided for each question. Click the Incident ID to view the Incident details. For information about viewing reports, see Viewing Reports.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the INCIDENT FEEDBACK REPORT page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the INCIDENT FEEDBACK REPORT page.

FEEDBACK SUMMARY Report

Figure: FEEDBACK SUMMARY Report: FILTERS pop up window 

PUSH REPORT

Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.

EXPORT ALL

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