SummitAI Service Management Help

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For every Problem Record (PR), an email notification is sent to the approvers of the PR. This email contains configurable details of the PR, such as the PRID, Description, and Approval Status. This email also contains the following links:

REJECT
APPROVE
REFER BACK

As an Analyst you can approve, authorize or review the problem record via e-mail. An administrator needs to enable the Enable PR Approval by E-mail check box under CONFIGURE PARSING CONDITIONS section on NOTIFICATION PARSER page.

Pre-requisite

PR Approval via e-mail has to be configured by the administrator to use this feature.

Configuring Parsing Conditions:
To configure Approval via E-mail, perform the following steps:

Select Admin > Advanced > Notifications > Notification Parser.
On the NOTIFICATION PARSER page, select a Tenant, click ADD NEW on the ACTIONS panel.
Check the check box Enable PR Approval by E-mail under the APPROVE tab under CONFIGURE PARSING CONDITIONS section.

Figure: Notification Parser
Click SUBMIT. A new Notification Parser is configured. For more information, refer to Configuring Notification Parser.

Note:

Two new Keywords *APPROVAL_TABLE* and *APPROVERACTIONS* are added in the template Authorization, RCA Approval and RCA review.

User Persona:

Authorizer, Approver and Reviewer

Business Benefits:

This new enhancement helps to maintain the consistency of the approval functionality via email with that of the approval via application similar to Incident and Service Request module.
This is helpful for the users who do not have immediate access to the SummitAI application at the moment and helps Authorizers/Approvers/RCA reviewers to approve PR on the move via emails.

E-mail Approvals

If e-mail approval is configured, the receiver (authorizer or approver or reviewer) will be able to reject or approve via e-mail.

A sample screenshot of e-mail is shown below:

The following table describes the fields available on the sample e-mail:

Field	Description
Action	Approver may perform one of the following actions: REJECT - Approver may reject the approval of requested problem record. APPROVE - Approver may approve the approval of requested problem record. REFER BACK -Approver may refer back the approval of requested problem record.
Approval Status
Approvals	Displays the type of approval.
Approver Name	Displays the approver name.
Approval Status	Displays the approval status.
Approval Date	Displays the date of approval.
Approval Remarks	Displays the additional information or remarks about approval.

When a PR Approver clicks the REJECT button on the PR approval e-mail notification, the following e-mail window is opened:

Figure: E-mail Window
When a PR Approver clicks the APPROVE button on the PR approval e-mail notification, the following e-mail window is opened:

Figure: E-mail Window
When a PR Approver clicks the REFER BACK button on the PR approval e-mail notification, the following e-mail window is opened:

Figure: E-mail Window

Scenario 1 - Mandatory Fields to be filled by Approver

Based on the Deadline Criteria Configuration for the below mentioned fields, the approval email should not include the action buttons (REJECT, APPROVE, REFER BACK) so that in case of RCA violation or Resolution violation when the reason is to be filled mandatorily it can be done by accessing the Problem Record from the SummitAI application.

- When RCA is Approved
- When RCA is Submitted
- When RCA is Reviewed

The following message will be displayed on the Notification e-mail:

"The RCA Deadline for this Problem Record is calculated When the RCA is Approved and hence has mandatory information to be filled in case of an SLA violation. Please login to the Web Application to approve this Problem Record.”

A sample screenshot is shown below:

Scenario 2 - Acknowledgement E-mail for Approver's reply with no Action buttons

If an approver replies on e-mails with no action button, that e-mail will not be parsed. An acknowledge e-mail will be sent to the approver to notify that the replied e-mail is not parsed. Click on the Problem Record ID hyperlink available under the PROBLEM RECORD ID to access the Problem Record details to update on the SummitAI application.

A sample screenshot is shown below:

Scenario 3 - Update User Communication and Private Logs Section

Now, the users can update the User Communication and Private Log of a Problem Record by replying to the approval e-mail sent from the system. Based on the user (Authorizer, Approver, Reviewer) the reply will be updated under the User Communication or Private Log section.

If the Authorizer replies to the approval e-mail sent from the system, then the reply will be captured under the User Communication and Private Log section of the COMMUNICATION tab.
If the Approver replies to the approval e-mail sent from the system, then the reply will be captured under the Private Log section of the COMMUNICATION tab.
If the Reviewer replies to the approval e-mail sent from the system, then the reply will be captured under the User Communication and the Private Log section of the COMMUNICATION tab.

Note:

When an approver does an approval via email then either the action keyword i.e., approve, reject or anything that the approver enters in the email body should be considered as the input to be updated against the Private log communication under the Communication tab.

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