SummitAI Service Management Help

Problem Management

You can configure the RCA Deadline and Resolution Deadline for a combination of Workgroup, Category, Risk, Priority, and Problem Record Type. The configured RCA and Resolution Deadlines are applied to a PR based on the selected Workgroup, Category, Risk, Priority, and Problem Record Type on the PROBLEM RECORD page.

To configure Deadline:

Select Problem> Configuration > Deadline Configuration.
On the DEADLINE CONFIGURATION page, click ADD NEW on the ACTIONS panel.
Select the Tenant and fill in the required details. For information about the fields on the DEADLINE CONFIGURATION page, see Field Description.
Click SUBMIT. A new Deadline is configured.

Figure: DEADLINE CONFIGURATION page

Field Description

The following table describes the fields on the DEADLINE CONFIGURATION page:

Field	Description
DETAILS
Name	Specify the Deadline Configuration name.
Workgroup	Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement.
Category	Type in the Category name and select a category from the search results.
Risk	Select the Risk from the drop-down list. You can select multiple Risks based on the requirement.
Priority	Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement.
Problem Record type	Select Problem Record Type as Proactive or Reactive from the drop-down list.
RCA Deadline (In Hours)	Specify the RCA deadline in hours.
Resolution Deadline Type	Select the Resolution Deadline type as Log Time or RCA Deadline Time. Note: Log Time is time when the Problem Record was logged. The Resolution Deadline is based on the log time of the Problem Record when Resolution Deadline Type is Log Time. Example: Example: Let's consider the following configurations: (a) Problem Record is logged at 09:00 AM on 6th July 2020 (b) RCA Deadline (In Hours) is configured as 24 hours (09:00 AM, 7th July 2020) (c) Resolution Deadline Type is Log Time (d) Resolution Deadline (In Hours) is 30 hours (e) Service Window is 247* Make sure that Resolution Deadline (In Hours) value is greater than the RCA Deadline (In Hours) when Resolution Deadline Type is Log Time. The Resolution Deadline will be counted 30 hours from the log time of the Problem Record when the Resolution Deadline Type is Log Time. Hence, the actual Resolution Deadline will be 03:00 PM, 7th July 2020. The Resolution Deadline is calculated based on the RCA Deadline Time when the Resolution Deadline Type is RCA Deadline Time. Example: Example: Let's consider the following configurations: (a) Problem Record is logged at 09:00 AM on 6th July 2020 (b) RCA Deadline (In Hours) is configured as 24 hours (09:00 AM, 7th July 2020) (c) Resolution Deadline Type is RCA Deadline Time (d) Resolution Deadline (In Hours) is 9 hours (e) Service Window is 247 Resolution Deadline is counted in addition to the RCA Deadline hours when the Resolution Deadline Type* is RCA Deadline Time. Hence, the actual Resolution Deadline will be 06:00 PM, 7th July 2020.
Resolution Deadline (In Hours)	Specify the Resolution deadline in hours.
Service Window	Select the Service Windows to display in the Service Window field on the PROBLEM RECORD page when the configured Deadline is applied to the PR. Note: All the Service Windows, which are available for the Problem Management, will be populated in the Service Window drop-down list on the PROBLEM RECORD page when no Service Windows is configured on the DEADLINE CONFIGURATION page.
Active	Indicates the status set of the Deadline Configuration. If selected, the Deadline Configuration is enabled on the DEADLINE CONFIGURATION LIST page. If not selected, the Deadline Configuration becomes an inactive configuration.

ACTIONS

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

FILTERS

Click FILTERS and specify the filter criteria to view the particular set of Deadline Configurations.

Figure: FILTERS pop-up page

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Deadlines for the selected Tenant.

Figure: DEADLINE CONFIGURATION LIST page

To edit a Deadline Configuration, click the Deadline Configuration. Make appropriate changes and click SUBMIT.
To display the inactive Deadline Configurations, click the Include Inactive check box.

Note:

When the Deadline Configurations are displayed under the LIST table, the following button are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Deadline Configuration for a particular Tenant.
Click EXPORT TO EXCEL to export the records displayed on this page to a Microsoft Excel Sheet.
Click EXPORT ALL to export the all the records to a Microsoft Excel Sheet.
Click DEADLINE CRITERIA to configure a new deadline criteria for RCA Deadline and Resolution Deadline. For more information, see Configuring Deadline Criteria.

Configuring Deadline Criteria

On the DEADLINE CRITERIA pop-up page, select the Calculate RCA Deadline value as When RCA is Submitted, When RCA is Approved, or When RCA is Reviewed.

Caution:

The Administrator can configure the Calculation RCA Deadline value only one time to execute the script for the RCA Actual time for old PRs, that have already achieved the Calculation RCA Deadline value.

Note:

By default, the value in the Calculate RCA Deadline field is When RCA is Submitted.

Figure: DEADLINE CRITERIA pop-up page - Calculate RCA Deadline values

Scenario 1: Calculate RCA Deadline When RCA is Submitted

Calculate RCA Deadline When RCA is Submitted

The RCA Deadline is calculated from log time to RCA submitted time.

Note:

RCA Actual time will be auto-populated when RCA is submitted. Also, the text Yes or No will auto-populate in front of the Violation field.

Scenario 2.1: Calculate RCA Deadline When RCA is Approved

Calculate RCA Deadline When RCA is Approved

The RCA Deadline is calculated from Log time to RCA Approved time.

Note:

RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.

Scenario 2.2: Calculate RCA Deadline When RCA is Approved

Calculate RCA Deadline When RCA is Approved

The RCA Deadline is calculated from Log time to RCA Approved time.

Note:

RCA Actual time will be auto-populated when RCA is Approved. Also, the text Yes or No will auto-populate in front of the Violation field.

Scenario 3.1: Calculate RCA Deadline When RCA is Reviewed

Calculate RCA Deadline When RCA is Reviewed

The RCA Deadline is calculated from Log time to RCA Reviewed time.

Note:

RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.

Scenario 3.2: Calculate RCA Deadline When RCA is Reviewed

Calculate RCA Deadline When RCA is Reviewed

The RCA Deadline is calculated from Log time to RCA Reviewed time.

Note:

RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.

Scenario 3.3: Calculate RCA Deadline When RCA is Reviewed

Calculate RCA Deadline When RCA is Reviewed

The RCA Deadline is calculated from Log time to RCA Reviewed time.

Note:

RCA Actual time will be auto-populated when RCA is Reviewed. Also, the text Yes or No will auto-populate in front of the Violation field.

On the DEADLINE CRITERIA pop-up page, select the status from the Exclude SLA for Status drop-down list. The SLA will be paused on the PROBLEM RECORD page, when the PR status is changed to the same status, which is configured in the Exclude SLA for Status field.

Examples

Note:

By default, the value of the Exclude SLA for Status is Pending.
Make sure that the Calculate RCA Deadline and Exclude SLA for Status values are not the same while configuring the Deadline criteria on the DEADLINE CONFIGURATION page.
SLA will be reset when PR status is changed from Exclude SLA for Status to any other status.

Figure: DEADLINE CRITERIA pop-up page - Exclude SLA for Status values

Example 1

There is no change in the Deadline values when the Calculate RCA Deadline is When RCA is Submitted, Resolution Deadline is Log Time, and PR status is changed to any status before the RCA Submitted (Example: From New to Initial Authorization). The SLA is paused, considering the following values in the DEADLINE configuration:

Calculate RCA Deadline: When RCA is Submitted
Excluse SLA for Stauts: Initial Authorization and Pending.
Resolution Deadline: Log Time

Old Parameter:
PR Status: New
RCA Deadline: 9:00 AM
Actual RCA time: NA
Resolution Deadline: 12:00 PM
Actual resolution time: NA

Current Parameter:
PR Status: Initial Authorization
RCA Deadline: 9:00 AM
Actual RCA time: NA
Resolution Deadline: 12:00 PM
Actual resolution time: NA
SLA is Paused

Note:

SLA will be reset when PR status is changed from Initial Authorization or Pending to any other status.

Example 2

All the Deadline values will be cleared when the Calculate RCA Deadline value is When RCA is Submitted, Resolution Deadline is RCA Deadline Time, and the PR status is changed to any status before the RCA Submitted (Example: From New to Initial Authorization). Also, the SLA will be paused, considering the following values in the DEADLINE configuration:

Calculate RCA Deadline: When RCA is Submitted
Excluse SLA for Stauts: Initial Authorization and Pending.
Resolution Deadline: RCA Deadline Time

Old parameter on the PROBLEM RECORD page:
PR Status: New
RCA Deadline: 9:00 AM
Actual RCA time: NA
Resolution Deadline: 12:00 PM
Actual resolution time: NA

Current parameter on the PROBLEM RECORD page:
PR Status: Initial Authorization
RCA Deadline: NA
Actual RCA time: NA
Resolution Deadline: NA
Actual resolution time: NA
SLA is Paused

Note:

SLA will be reset when PR status is changed from Initial Authorization or Pending to any other status.

Example 3

Only the Resolution Deadline values will be cleared when the Calculate RCA Deadline value is When RCA is Submitted, Resolution Deadline is Log Time, and PR status is changed to any status after the RCA Submitted (Example: from RCA Reviewed to Pending). Also, the SLA will be paused considering the following values in the DEADLINE configuration:

Calculate RCA Deadline: When RCA is Submitted
Excluse SLA for Stauts: Initial Authorization and Pending.
Resolution Deadline: Log Time

Old parameter on the PROBLEM RECORD page:
PR Status: RCA Reviewed
RCA Deadline: 9:00 AM
Actual RCA time: 10:00 AM
Resolution Deadline: 12:00 PM
Actual resolution time: NA

Current parameter on the PROBLEM RECORD page:
PR Status: Pending
RCA Deadline: 9:00 AM
Actual RCA time: 10:00 AM
Resolution Deadline: NA
Actual resolution time: NA
SLA is Paused

Note:

SLA will be reset when PR status is changed from Pending to other status.

Example 4

Only the Resolution deadline values will be cleared when the Calculate RCA Deadline is When RCA is Submitted, Resolution Deadline is RCA Deadline Time, and PR status is changed to any status after the RCA Submitted (Example: from RCA Reviewed to Pending). Also, the SLA will be paused considering the following values in the DEADLINE configuration:

Calculate RCA Deadline: When RCA is Submitted
Excluse SLA for Stauts: Initial Authorization and Pending.
Resolution Deadline: RCA Deadline Time

Old parameter on the PROBLEM RECORD page:
PR Status: RCA Reviewed
RCA Deadline: 9:00 AM
Actual RCA time: 10:00 AM
Resolution Deadline: 12:00 PM
Actual resolution time: NA

Note:

SLA will be reset when PR status is changed from Pending to other status.

SummitAI Service Management Help

To configure Deadline:

ACTIONS

FILTERS

Configuring Deadline Criteria

Release Notes | Installation Guide | Other Documents

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