Configuring Incident Work Order Checklist 1

Owned by Enterprise IT
Apr 23, 2024

SummitAI Service Management Help

Incident Management

What is a Checklist?

The Incident Work Order Checklist is a list of Tasks an Analyst needs to perform at various stages of a Work Order created for an Incident. You can configure the Checklist for an Incident Work Order and specify at what stages of the Work Order the tasks need to be performed. The Checklist is configured for a combination of Tenant, Status, Workgroup, Category, Sub Category, and Work Order Name.

The Administrator can create Checklists for predefined auto-Work Orders and manually created Work Orders.

To configure Checklist:

  1. Select Incident > Configuration > Incident Masters > Incident Work Order Checklist.
  2. On the CHECKLIST page, select the Tenant and fill in the required details. For information about the fields on the CHECKLIST page, see Field Description.
  3. Click SUBMIT. A new Checklist is configured.

    CHECKLIST page
    Figure: CHECKLIST page

Field Description

The following table describes the fields on the CHECKLIST page:

Field

Description

DETAILS

Status

Select the status from the list.

Workgroup

Select the Workgroup from the list.

Category

Select the Category from the list.

Include Sub-Categories

Select this check box to enable the Checklist for the Sub-Categories.

Work Order Name

 Select the Work Order name for which you want to configure the Checklist.

Note:

The Work Order Names are populated under the Work Order Name field based on Category and Workgroup configuration on the AUTO WORK ORDER CONFIGURATION page (see: Configuring Auto Work Orders)

Sequence

Type in the sequence of the Tasks in the Checklist. You can also drag to re-arrange the sequence of Tasks in the Checklist.

Task Name

Type in the name of the Task in the Checklist.

Task Status

Select the status of Task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the Task status is mandatory, optional, or not applicable.

Remarks

Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional. The status of the Remarks indicates if providing remarks is mandatory, optional, or not applicable.

Active

Indicates the status of the Checklist.

  • If selected, the Checklist is enabled for the selected combination of Status, Workgroup, Category, Sub Category, and Work Order Name for a Tenant.
  • If not selected, the Checklist becomes an inactive value.

icon

Click the  icon to add a new Task.

ACTIONS

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

SHOW LIST

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

 List of Checklists
Figure: List of Checklists


Note:

When the Checklists are displayed under the LIST table, the ADD NEW button is displayed on the ACTIONS panel. Click ADD NEW to configure a new Checklist.