Introduction

Purpose

This document provides the step-by-step process for End Users to use the Symphony SummitAI Support Portal. The process includes how to log in, View, and Approve support tickets of Incidents, Service Requests, and Change Requests.

Definitions

All our customers who have access to Symphony SummitAI Support Portal can log an Incident, Service Request, and approve Change Requests that are tagged for the customer approval.

Incident: An Incident is logged when there is any unexpected functioning in the SummitAI application. These include bugs, performance issues, inaccessibility, and so forth.

Service Request: A Service Request is raised when there are any additional requirements from customers such as Customizations, Integration Requests, Custom BI reports, and any desired or business critical functionalities.

Change Request: A SPOC of a customer can only approve the Change Request of the respective account during any planned upgrades of the SummitAI application Instances (Production/Staging).

How to Login Symphony SummitAI Support Portal?

Click the URL to Login the Symphony SummitAI Support Portal: https://support.symphonysummit.com/Summit_WebLogin.aspx#!

Figure: Support Portal Login Page
On successful login, the SPOC of a customer navigates to the End User Dashboard page.

How to Log or Update an Incident?

Logging a New Incident

Select Incident > User > New Incident.
Specify the details for all mandatory fields on the New Incident page and then click SUBMIT.
A new Incident is logged successfully.

Field Description

Mandatory Attributes	Description
Environment	Customer can able to select the Environment on to which there are intended to raise Incident. Example: Production Instance for live and prod customer instance or Staging/UAT instances.
Priority	The Priority of the Incident; optional but if it’s a critical outage, customer can able to select the applicable Priority.
Classification	Classify your Incident.
Impact	Select the applicable Impact.
Symptom	A short detail on what kind of issue/unusual behavior you are facing.
Description	A detailed explanation of the issue/unusual behavior along with page navigation details. It is also advised to add a few steps to reproduce the issue along with screenshots which will be added value.
Attachments	Screenshots or documents for reference.

Updating My Incidents

Select Incident > User > New Incident.
Click Filters and specify the filter criteria.
Click Submit to view the Incidents.
Select and update the required Incident with details such as additional comments in the Additional Information field.
Click Submit. The Incident will be updated.

How to Log or Update a Service Request

Logging a New Service Request

Select Request > User > New Service Request.
Select the Catalog under the DETAILS section on the New Service Request page.
Specify all required details and then click Submit.
A new Service Request is logged successfully.

Use the appropriate service catalog that suits your requirement. However, following is a standard practice for logging a Service Request,

Catalog Name	Description
Integration with Other Apps	For requesting custom integration requests between SummitAI application and any other application such as ServiceNow, Nagios, etc.
New Report	For requesting a custom BI report which helps of SummitAI Reporting team.
Product Feature Requests	For requesting any feature request which is not available in SummitAI or an enhancement to the existing feature.

Updating My Service Request

Select Request > User > My Service Request.
Select the Filters option to view the Service Requests by providing the status in filters.
Select and update the required Service Request with details such as additional comments in the Additional Information field.
Click Submit. The SR will be updated.

How to approve a Change Request

Approving a Change Request

Click the APPROVALS icon on the Quick Action Bar to view the pending approval ticket details.
Select the Change Request from the PENDING APPROVAL CHANGE RECORDS.
After the Change Details are loaded, the customer can verify all the change-related information.
Click APPROVAL on the ACTIONS panel to approve the Change Request with Remarks.

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