Configuring Category IM

SummitAI Service Management Help

What is a Category?

A Category is a group, representing the type of an Incident. The Incidents raised by the End Users are grouped based on these Categories and assigned to the respective Analysts to resolve the Incidents. You can add and modify Category details for a Tenant.

To Configure Category:

Select Incident > Configuration > Incident Masters > Category.
On the CATEGORY page, select the Tenant. A list of all the configured Categories for the selected Tenant is displayed under the DETAILS section.

Figure: CATEGORY page
Notes:
- The Green color indicates a default Category.
- The Red color indicates a deactivated Category.
- The Yellow color indicates a new Category.
- Grey color indicates disabled for end user categories.
  - If Parent Category is disabled, all Child Categories under that node are disabled. If a Child category is disabled, there is no impact on other Child categories and the Parent Category.
  - If a Parent Category is enabled, all Child Category under the node are enabled. If a Child category is enabled, respective Parent Categories are enabled but other Child categories related to the Parent categories remains disabled.
Right-click on any one of the configured Parent or Child Category, a pop-up list with the following options is displayed:
1. Create Root Node: Click this option to create a new Root Node/Parent Category. A new Node/Category is created at the top of the configured Node/Category list.
2. Create Child Node: Click this option to create a Child Node/Category. A Child Node/Category will be created for the Node/Category on which you have right- clicked.
3. Rename: Click this option to rename a Node/Category.
4. Inactive: Click this option to de-activate a Node/Category.
5. Set as Default: Click this option to set a Node/Category as default Node/Category.
6. Configure: Click this option to configure Category details.
  See Screenshot
  Figure: CATEGORY DETAILS pop-up page
  
  On the CATEGORY DETAILS pop-up page, you can do the following configuration:
  - CUSTOMER-CATEGORY CONFIGURATION: Under CUSTOMER-CATEGORY CONFIGURATION, you can configure the Publish to Customer drop-down field. Available options are as follows:
    
    ALL Customer - If selected, the category will be configured for all of the customer mapped to the user as shown in the following screenshot.
    
    By default, Publish to Customer is selected as All Customer.
    Example
    Consider the Publish to Customer is configured as ALL Customer for ACME Applications Category. In this case, whenever the user creates a new incident, ACME Applications will be available as one of the options in the Category field on New Incident details page, for all the users irrespective of the any customer they are mapped to.
    Select Customer - If selected, the category will be configured for the specific and selected customers mapped to the user. An adjacent text box will be displayed to select the specific customers from the list as shown in the below screenshot:
    
    You can also remove the customer from the list using icon.
    Example
    Consider the Publish to Customer is configured as Selected Customer for ACME Applications Category. You have selected the customer as ACME India and ACME France. In this case, whenever the user creates a new incident, ACME Applications will be available as one of the options in the Category field on New Incident details page, for ACME India and ACME France customers mapped to the users. Also, the categories mapped to any other specific user will not be visible here.
  - LOCATION & CUSTOMER WISE WORKGROUP ROUTING: Select the Enable Location & Customer wise Workgroup Routing checkbox to configure location-wise and customer wise workgroup, Default Analyst, and Workgroup Member(s).
    
    Select the Location, Customer, Workgroup, Default Analyst, and Workgroup Member(s) from the drop-down list and click ADD.
    
    Scenario 1:
    Consider for the ACME Applications Category, Location is selected as Select All Locations and Customer as ACME France. In this case, the users from any location who belongs to ACME France customer, will route to the CMDB Workgroup.
    Scenario 2:
    Consider for the ACME Applications Category, Location is selected as Chennai and Customer as All Customer. In this case, the users from Chennai location who belongs to any customer, will route to the Hardware Workgroup.
    
    Scenario 3:
    Consider for the ACME Applications Category, Location is selected as Chennai and Customer as ACME UK. In this case, the users from Chennai location who belongs to ACME UK customer, will route to the CMDB Workgroup.
    
    Scenario 4
    The following are the two configurations for the ACME Applications Category.
    Configuration I
    Location is selected as ALL and Customer as ALL.
    
    Configuration II
    Location is selected as Chennai and Customer as ALL.
    
    In this case, Configuration II precedes Configuration I. Hence, In this case, the users from Chennai location who belongs to any customer, will route to the IT Additional Owner Workgroup.
    Scenario 5
    The following are the two configurations for the ACME Applications Category.
    Configuration I
    Consider for the ACME Applications Category, Location is selected as Select All Locations and Customer as ACME France. In this case, the users from any location who belongs to ACME France customer, will route to the CMDB Workgroup.
    
    Configuration II
    Consider for the ACME Applications Category, Location is selected as Chennai and Customer as All Customer. In this case, the users from Chennai location who belongs to any customer, will route to the Hardware Workgroup.
    In this case, Configuration II precedes Configuration I. Hence, the users from Chennai location who belongs to any customer, will route to the Hardware Workgroup.
  - Enable Manual Incident Closure: If selected, the Analyst needs to manually close the Incident irrespective of the Tenant level (see: SummitAI Platform Help) and Workgroup level (see: SummitAI Platform Help) configuration. The Category level configuration takes precedence.
    Note:
    
    Enable Manual Incident Closure configuration done at Category level will be overridden 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 defined business rule.
  - OTHER MAPPING: Under OTHER MAPPING, you can configure the Workgroup, Resolution Code, Closure Code and Add Skills for the selected Category.
  - Replicate To All Child Categories: Select the Replicate To All Child Categories checkbox to replicate the settings to all child nodes.
    It is applicable for all the sub categories (child categories) of a parent category, unless the child category has a specific configuration. The following example explains the same with different scenarios.
    Example
    Consider the following scenario where Server is the sub category of Database. Database is the sub category of parent category Network.
    
    Scenario I
    Node Level Category Name Mapped Customer Configuration Replicate to All Child
    Parent Category Network Acme_India Yes
    Sub Category Database Acme_Bangalore No
    Sub Sub Category Server NA No
    In this case, the sub sub category Server which does not have any specific configuration will be mapped to the customer Acme_India (based on Replicate to All Child configuration of sub category Database), and the sub category Database will be mapped to the customer Acme_Bangalore.
    Scenario II
    Node Level Category Name Mapped Customer Replicate to All Child
    Parent Category Network Acme_India Yes
    Sub Category Database Acme_Bangalore Yes
    Sub Sub Category Server NA No
    In this case, the sub sub category Server which does not have any specific configuration will be mapped to the customer Acme_Bangalore (based on Replicate to All Child configuration of sub category Database), and the sub category Database will be mapped to the customer Acme_Bangalore.
    Scenario III
    Node Level Category Name Mapped Customer Replicate to All Child
    Parent Category Network Acme_India Yes
    Sub Category Database Acme_Bangalore Yes
    Sub Category Server Acme_Chennai No
    In this case, the sub sub category Server which has specific configuration will be mapped to the customer Acme_Chennai, and the category Database will be mapped to the customer Acme_Bangalore.
7. Enable/Disable for End User: Click this option to enable or disable the category for the end user. This configuration is not applicable for the End Users associated with the selected customers in the Configure Customer pop-up page.
Click SUBMIT to save the changes.

ACTIONS

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

EXPAND ALL

Click EXPAND ALL to expand all the configured Categories. To display the inactive Categories, click the Include Inactive check box.

Note:

When the expanded Category list is displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Category list.

IMPORT

Click IMPORT to update or create multiple Categories importing the Master Excel template. Upon clicking IMPORT, you are redirected to the MASTER IMPORT page, where you can download the Microsoft Excel template, and fill in the required data to update in the CATEGORY page.

IMPORT LOCATION

Click IMPORT LOCATION to configure Location and Workgroup for Parent or Child Categories. Upon clicking IMPORT LOCATION, you are redirected to the MASTER IMPORT page, where you can download the Microsoft Excel template.

To Import Location and Workgroup for Parent or Child Categories.

On the CATEGORY page, click IMPORT LOCATION on the ACTIONS panel. The MASTER IMPORT page is displayed.

Figure: MASTER IMPORT
Click DOWNLOAD MASTER IMPORT TEMPLATE on the ACTIONS panel.
Fill in all the mandatory details in the downloaded Excel template and save.
Note:
To import Location and Workgroup for parent category, specify parent category name in the Category column:
- Parent Node
To import Location and Workgroup for child category, specify parent category name\child category name in the Category column:
- Parent Node\Child Node
To import Location and Workgroup for sub child category, specify parent category name\child category name\sub child category name in the Category column:
- Parent Node\Child Node\Sub Child Node
On the MASTER IMPORT page, under the GENERAL tab, upload the Excel sheet that contains the details.
Click SUBMIT.
Click Select hyperlink. The MAPPING tab is displayed.
The MAPPING tab displays the list of fields with its mapping result. A table listing mapped data of the file in the Source field with the attributes in the Destination field is displayed.
Select the required options if not already selected. Click NEXT.
A table listing data from the Excel sheet is displayed under the PREVIEW tab. The fields displayed on this table depends on the fields mapped on the MAPPING tab.
Click BULK UPLOAD.

SORT ORDER

Click SORT ORDER to sort the Classification and Category field values on the NEW INCIDENT page.

CONFIGURE CUSTOMER

Select Customers to enable all the Categories for the selected Tenant. The end users associated with the Customers will have access to all the categories including the disabled Categories.

To configure a Customer who can view all the Categories including disabled Categories:

Click CONFIGURE CUSTOMER on the Actions panel.
Type the Customer Name. Select the Customer in the list. The Customer name is displayed in the added list.
Click SUBMIT. The Customer is configured.
Figure: CONFIGURE CUSTOMER pop-up

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