Evaluation for Service Requests

Owned by Enterprise IT
May 08, 2024

Read Complete Release Notes

Feature released in SummitAI IT Service Management (Denali SP1, Incident Management and Service Request Management)

What's New?

Now, the Evaluation feature is introduced for the Service Request module. The Administrators can enable the Evaluation feature on the TENANT page. For more information, see Configuring Service Request Management Module.

Also, the Administrators can configure Evaluators on the EVALUATOR page. For more information about how to configure Evaluators, see Configuring SR Evaluators.

The configured Evaluators can create evaluation tasks and assigns them to Analysts. Analysts work on the assigned tasks based on various criteria and accordingly update the evaluation remarks. For more information about how to create tasks and assign to an analyst, see Viewing and Updating My Workgroup Service Requests.

UI Changes

UI changes are made on the following pages: 

TENANT Page

The Administrators can enable the Evaluation feature by selecting the Enable Evaluation check box available on the TENANT page for Service Request module. For more information, see Configuring Service Request Management Module.


Figure: Tenant Page

If the Evaluation feature is enabled, on the following pages the Evaluation icon is displayed: 

  • On the SERVICE REQUEST LIST page (Request > User > Manage Service Requests > Service Request List), the Evaluation icon displayed in the SR ID column.


    Figure: SERVICE REQUEST LIST page - Evaluation Icon

    The color code of the Evaluation icon indicates the different status of the evaluation process. The following are the color codes of the Evaluation Icon:

    Icon Color

    Description

    Indicates that the Evaluation is not started.

    Indicates that the Evaluation completed with open task.

    Indicates that the Evaluation completed.


  • On the SERVICE REQUEST DETAIL page (Request > User > Manage Service Requests > Service Request List > Click an SR ID), the Evaluation icon displayed beside the SR ID.


    Figure: SERVICE REQUEST DETAIL Page - Evaluation Icon

    Click the  icon available on the SERVICE REQUEST LIST and SERVICE REQUEST DETAIL pages to view the evaluation summary on the Evaluation Summary pop-up page.


    Figure: Evaluation Summary pop-up page

    Note:

    If the Evaluation feature is enabled, on the ANALYST DASHBOARD page, the EVAL TASKS tile (hyperlink) is displayed. Click this hyperlink to view the MY EVALUATION TASKS page in a New Tab. You can view Task ID, Task Status, Task Description, and Due Date of each Incident on the MY EVALUATION TASKS page. Click the Task ID to view the details. For more information, see Analyst Dashboard.


    Figure: ANALYST DASHBOARD -Service Request


    Figure: MY EVALUATION TASKS page

  • If the Evaluation feature is enabled, on the FORM BUILDER page (Admin > Basic > Infrastructure > Form Builder > Select the Tenant > Select Module as Service Request > Click ADD NEW on the ACTIONS panel > FORM DETAILS tab > Display At drop-down field), a new drop-down value, Evaluation Area is displayed. The Custom Attributes configured under the Evaluation Area are displayed under the GENERAL tab of the Evaluation Summary pop-up page.


    Figure: FORM BUILDER page: Service Request Module

How it Works?

 Configuring Service Request Evaluators

The Administrator can configure the Evaluators for a particular Tenant on the EVALUATOR page (Request > Configuration > Others >Evaluator Configuration). For more information about the fields under the DETAILS section, see Configuring SR Evaluator.


Figure: Evaluator Configuration Page

 Task Creation

To Create and Assign Task:

  1. On the SERVICE REQUEST LIST page, click the  icon.


    Figure: Evaluation Summary pop-up - GENERAL tab

     GENERAL

    Under the GENERAL tab, the Evaluator can view the general details about the SR. The fields displayed under this tab are configured on the Form Builder page. For more information see, Configuring Custom Fields for Service Request Management.


    Figure: Evaluation Summary pop-up - GENERAL tab

    Note:

    If the Analyst does not possess Evaluator access, then the fields under the GENERAL, RELATIONSHIP, and ACTIONS tab are grayed out.

     RELATIONSHIP

    Under the RELATIONSHIP tab, the Evaluator can link Incidents, Change Records, Problem Records, Knowledge Records, and Service Requests.


    Figure: Evaluation Summary pop-up - RELATIONSHIP tab

    To link records,

    • Click the  control next to the LINK. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed. 
    • Specify the search criteria and click SEARCH.


      Figure: RELATIONSHIP pop-up page

    • Select the record to be linked and click LINK.


      Figure: RELATIONSHIP pop-up page

    • The linked record is displayed under LINKED INCIDENT RECORDS section of the RELATIONSHIP tab.


      Figure: RELATIONSHIP tab

     TASKS

    Under the TASKS tab, the Evaluator can define various tasks related to the Service Request and assign it to the Analyst.


    Figure: Evaluation Summary pop-up - TASKS tab

    The following table describes the fields on the Evaluation Summary pop-up - TASKS tab:

    Field Description
    TaskType in the Task details 
    OwnerSelect the Owner (Analyst) from the drop-down list.
    Due DateSelect the Due Date for the task.
    StatusSelect the required Status from the drop-down list.
    ResolutionThe assigned Owner (Analyst) updates the Resolution post task completion.
    AddClick this icon to add new task.

    Note:

    Once task is assigned to an Analyst, the assigned analyst will receive an e-mail, see screenshot.


    Figure: Task Assigned E-mail

 Evaluation

On the ANALYST DASHBOARD page, the EVAL TASKS tile (hyperlink) is displayed. Click this hyperlink to view the MY EVALUATION TASKS page in a New Tab . You can view Task ID, Task Status, Task Description, and Due Date of each Incident on the MY EVALUATION TASKS page. Click the Task ID to view the details. For more information, see Analyst Dashboard.


Figure: ANALYST DASHBOARD - Service Request Tile


Figure: MY EVALUATION TASKS page

Click the required Task ID. The Evaluation Summary pop-up is displayed. 


Figure: Evaluation Summary pop-up - TASKS tab

Update the Status and Resolution and click SUBMIT.

Note:

  • If the task is Closed or Cancelled by the assigned Analyst, the Evaluator will receive an e-mail, see screenshot.

     Click here

  • On the CHANGE HISTORY pop-up page, under the Evaluation History section, the user can view the changes that are done in the SR Evaluation, such as the user who made the changes, the date and time when the change was made, and also the previous and new values. 


    Figure: CHANGE HISTORY pop-up -  Evaluation History 



Configuration

  1. Enabling Evaluation Feature on the TENANT DETAILS page (Tenant -Specific Configuration)

    Under the DETAILS section of the TENANT page (Admin > Basic > Infrastructure > Tenant > Select the required Tenant > Click CONFIGURE DETAILS on the ACTIONS panel > Select MODULES as SERVICE REQUEST> Under For Analysts section ), a new field, Enable Evaluation is added. For more information, see Configuring Service Request Management Module.

  2. Configuring Evaluator

    The Administrator must configure the Evaluators for a particular Tenant on the EVALUATOR page (Request > Configuration > Others > Evaluator Configuration). For more information, see Configuring SR Evaluator.


Note:

Now, the look and feel of the following tabs (Incident > User > Manage Incidents >Incident List > Click an Incident ID > Click  icon > Click RELATIONSHIP and TASKS tab) are improved for better user experience. For more information, see Viewing and Updating My Workgroup Incidents.


Figure: Evaluation Summary Pop-up - RELATIONSHIP tab


Figure: Evaluation Summary Pop-up - TASKS tab