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Feature released in SummitAI IT Service Management (Incident Management, Tahoe)

What's New?

Now, the Administrators can link/tag the custom attributes in the form builder of Incident Management to Incident rules, and on the LOG INCIDENT PAGE, the Administrators can view the custom attributes tagged/linked to the specific rule. A new field, Attribute by Rule, is added on the LOG INCIDENT PAGE to view the custom attributes tagged/linked to the specific rule.

Note:

On the LOG INCIDENT PAGE, the custom attributes tagged/linked to specific rule/selected rule are highlighted in different color as show below.

Menu Access: Incident > Configuration > Incident Master > Log Incident Page

Figure: LOG INCIDENT PAGE

In addition, on the LOG INCIDENT PAGE, the Administrators can further enable/disable that tagged/linked custom attributes to a specific customer. While logging an Incident, if the End User or Analyst uses the rule containing linked custom attributes, the tagged attributes populate automatically on the New Incident page.

Benefits

If a rule is used by an End User or Analyst while logging an Incident, the custom attributes tagged to the selected rule populate automatically and collect the relevant data to work on the ticket.
Reduced Resolution Time
Improved Customer Satisfaction (CSAT)

Use Case - For the Data Card issue, consider for Customer A you need to collect data card Model Number but for Customer B you need to collect data card Serial Number. In this case, perform the below steps:

Step 1: Configure a Rule related to Data Card issue (Ex: Rule 1 - Data Card Issue). For more information about how to configure a rule, see Configuring Rules.

RULE page
Figure: RULE page

Step 2: Using FORM BUILDER, create two custom attributes (Model Number and Serial Number) for the Incident Management module and link or tag that custom attributes to Incident Rule. For more information about link or tag that custom attributes to Incident Rules, see Configuring Custom Fields for Incident Management

Figure: FORM BUILDER page

Note:

Post tagging/linking, you can view the custom attributes tagged/linked to specific rule as shown below.

Menu Access: Incident > Configuration > Others > Rule > Select the Tenant > Click on required Rule Name > Click ADDITIONAL INFORMATION tab.

Step 3: On the LOG INCIDENT PAGE, for Customer A, enable Model Number Custom Attribute, and for Customer B, enable Serial Number Custom Attribute as shown below. For more information about how to configure static and custom attributes for a tenant and customer, see Configuring Log Incident Page.

Figure: LOG INCIDENT PAGE

Figure: LOG INCIDENT PAGE

Step 4: On the New Incident Page, if a user of Customer A logs an incident by selecting the above rule, the Model Number field is displayed as shown below.

Figure: New Incident page

Step 5: On the New Incident Page, if a user of Customer B logs an incident by selecting the above rule, the Serial Number field is displayed as shown below.

Figure: New Incident page