View NT Login ID on Caller and User Details pop-up pages
Feature released in SummitAI Service Management (Denali SP1, Incident Management, Service Request Management, Work Order, Change Management, Call Management, and Problem Management)
What's New?
Now, in addition to the various other information, the Analysts can view the NT Login ID (if configured while adding a user) on the CALLER DETAILS and USER DETAILS pop-up pages. For more information about adding a user and configure NT Login ID, see ACCESS section on Adding Users. Click on the Caller name and User Name to view the Caller and User details on the respective CALLER DETAILS and USER DETAILS pop-up pages.
Figure: Incident ID or Details page
Figure: CALLER DETAILS pop-up page
Figure: USER DETAILS pop-up page
UI Changes
On the following pages, click on the Caller name and User Name to view the Caller and User details on the respective CALLER DETAILS and USER DETAILS pop-up pages.
Navigation: Incident > User > Manage Incidents > Incident List > Click an Incident ID > Click on Caller name and User Name, and the CALLER DETAILS and USER DETAILS pop-up pages are displayed.
Alternatively, the Analyst can view the Caller details clicking the 
icon. For more information about the fields on the Incident Details page, see Viewing and Updating Incident Details.
Figure: Incident ID or Details page
Navigation: Incident > User > Manage Incidents > Work Order List > On the WORK ORDER LIST page, click Filters > On the FILTERS pop-up page, under BASIC section, select Module as Incident or Service Request > Click SUBMIT > Click on Workorder ID > Click on Caller name. The CALLER DETAILS pop-up page is displayed. For more information, see Viewing and Updating Work Orders.
Alternatively: Incident > User > Manage Incidents > Incident List > Click an Incident ID > On the Incident Details page, click RELATIONSHIP tab > Click Work Order - ID > Click Caller name. The CALLER DETAILS pop-up page is displayed.
Alternatively: Request > User >Manage Service Requests > Service Request List > Click SR ID > On the SERVICE REQUEST DETAILS page, click RELATIONSHIP tab > Click Work Order - ID > Click Caller name. The CALLER DETAILS pop-up page is displayed.
Figure: WORK ORDER DETAILS page
Navigation: Request > User >Manage Service Requests > Click SR ID > Click Caller name and User Name, and the CALLER DETAILS and USER DETAILS pop-up pages are displayed. For more information, see Viewing and Updating Service Request Details.
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Figure: SERVICE REQUEST DETAILS page
Navigation: Change > User > Change Record List > On the CHANGE RECORD LIST page, click CR NO > On the CHANGE RECORD DETAILS page, click Name. The INITIATOR NAME pop-up page is displayed. For more information, see Viewing List of Change Records.
Figure: CHANGE RECORD DETAILS page
Navigation: Call > User >Manage Calls > Call Record List > On the CALL RECORD LIST page, click Call Record ID > On the CALL RECORD DETAILS page, click Name. The USER DETAILS pop-up page is displayed. For more information, see Viewing and Updating Call Records.
Figure: CALL RECORD DETAILS page
Navigation: Problem > User > Problem Record List > On the PROBLEM RECORD LIST page, click Problem ID > On the PROBLEM RECORD DETAILS page, click Caller Name. The CALLER DETAILS pop-up page is displayed. For more information, see Viewing List of Problem Records.
Figure: PROBLEM RECORD DETAILS page