SummitAI Service Management Help

Problem Management

What are Auto-Created Problem Records?

You can configure the conditions based on which Problem Records (PRs) can be created automatically by the application. For example, you can configure values for the number of Incidents, Category, Classification, Source, and so on to define a condition that will automatically trigger the application to create PRs.

Caution:

All old configuration of the Auto Problem Record creation will be deleted post Denali SP1 upgrade. Hence, the Administrator needs to do configurations based on CONDITION and TARGET fields again.

To configure auto-creation of PRs:

Click Problem > Configuration > Auto Creation Settings.
On the AUTO CREATION SETTINGS page, click ADD NEW on the ACTIONS panel.
Select the Tenant and specify the fields under the GENERAL, CONDITION, and TARGET sections. For information about the fields on the AUTO CREATION SETTINGS page, see 228917285.
Click SUBMIT. The auto-create configuration is configured for the selected Tenant.

AUTO CREATION SETTINGS page
Figure: AUTO CREATION SETTINGS page

Field Description

The following table describes the fields on the AUTO CREATION SETTINGS page:

Field	Description
GENERAL
Configuration Name	Select the Auto Creation Setting name.
Active	Indicates the status set for an Auto Creation Setting. If selected, PRs are auto-created if the configured conditions are met. If not selected, the configuration becomes inactive and no PR is auto-created even if the configured conditions are met.
CONDITION Note: The user must specify at least a value for Workgroup, Classification, Category, or Priority.
Workgroup	Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement.
Classification	Type in a Classification name and select the Classification from the search results. You can select multiple Classifications based on the requirement.
Category	Type in a Category name and select the Category from the search results. You can select multiple Categories based on the requirement.
Priority	Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement.
Closed Code	Select the Closed Code of the Incident.
Configuration Items	Select the Configuration Items from drop-down list.
Consider Incidents in Last (Days)	Specify the days for the auto-creation of Problem Record. Only those Incidents are considered that were raised within the specified days.
Minimum No. of Incidents Matching Above Criteria	Specify the minimum no. of Incidents matching above criteria.
Resolved Incidents	Select this check box if only resolved incidents are to be considered for auto-creation of Problem Record .
TARGET
Source	Select the Source of the Problem Record.
Caller	Type in and select the Caller for the Problem Record. Note: The Caller is not mandatory field when Resolved Incidents check box is selected on the CONDITION section. When Resolved Incidents check box is selected on the CONDITION section and Caller is not specified, the Problem Record is logged in the name of the Analyst, who resolved the first Incident.
Workgroup	Select the Workgroup from drop-down list. Note: The Workgroup field is not mandatory when Resolved Incidents check box is selected on the CONDITION section. When Resolved Incidents check box is selected on the CONDITION section and Workgroup is not selected, the PR will be logged for the first Incident workgroup.
Classification	Select the Classification from the drop-down list for the Problem Record.
Category	Select the Category from the drop-down list for the Problem Record.
Impact	Select the Impact from the drop-down list for the Problem Record.
Urgency	Select the Urgency from the drop-down list for the Problem Record.
Priority	Select the Priority from the drop-down list for the Problem Record.
Risk	Select the Risk from the drop-down list for the Problem Record.
Problem Record type	Select the Problem Record Type as Proactive or Reactive from the drop-down list.
Symptom	Specify the Symptoms for the Problem Record.
Description	Specify the Description for the Problem Record.
Additional Users	Specify the Additional Users for the Problem Record. Type in the user name and click to add the user to the Additional Users list. Select a user from the Additional Users list and click to remove the user from the Additional Users list.

Example: Auto PR Creation Setting

Example: Auto PR Creation Settings

GENERAL
Configuration Name	AUTO PROBLEM RECORD CREATION
Active	True
CONDITION - Incident
Workgroup	Server, Network, Exchange Workgroup
Category	Server, Network, Outlook
Classification	Issue
Priority	P1
CI	CI 123
Minimum No. of Incidents Matching Above Criteria	10
Consider Incidents in Last	5 Days
Resolved Incidents	False
TARGET - Problem Record
Source	Phone
Caller	User
Workgroup	Server
Category	Server
Classification	Issue
Impact	High
Urgency	High
Priority	P1
Risk	High
Problem Record Type	Reactive
Symptom	There is an issue in the server and it needs to be resolved ASAP.
Description	There is an issue in the server and it needs to be resolved ASAP.
Additional Users	Users

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the AUTO CREATION SETTINGS page.

FILTERS

Click FILTERS and specify the filter criteria to view the particular set of Auto Creation Settings. For information about the fields on the FILTERS pop-up page, see 228917285.

FILTERS pop-up page
Figure: FILTERS pop-up page

SHOW LIST

Click SHOW LIST to display the LIST table showing all the auto create PR configurations for the selected Tenant.

Figure: AUTO CREATION SETTINGS page: List of Auto Create PR configurations

Auto Creation Settings ID column in the LIST table displays the ID associated with every configuration.

To edit a particular configuration, click the Source. Make appropriate changes and click SUBMIT.
To view the inactive configuration, click the Include Inactive check box.

Note:

When the configuration values are displayed under the LIST table, the following actions are displayed on the ACTIONS panel.

Click ADD NEW to configure the CONDITION and TARGET fields based on which Problem Record can be created automatically.
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.

Release Notes | Installation Guide | Other Documents