Allow Analysts to View Other Workgroup Incidents/SRs

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Feature released in SummitAI Service Management (Alps HF01, Incident and Service Request Management)

What's New?

The Analysts can now view all the other Workgroup Incidents/SRs using Global Search.

Configuration

  • Enable the View Other Workgroup Incidents/ View Other Workgroup SRs check box on the TENANT page on the TENANT page (Admin > Basic > Infrastructure > Tenant > Select the Domain from the FILTERS pop-up page > Click SUBMIT > Select a Tenant from the LIST section > On the ACTIONS panel, click CONFIGURE DETAILS > Select the Module from the list as INCIDENT MANAGEMENT/SERVICE REQUEST > Under For Analysts section, enable the check box View Other Workgroup Incidents/ View Other Workgroup SRs > Click SUBMIT).
  • Enable the Allow the Analyst to edit all Incidents and Allow the Analyst to edit all Service Requests check boxes on the ANALYST page (Admin> Basic > Infrastructure > Analyst > Select the Tenant > Specify the Configure as By Analyst > Under CONFIGURE BY ANALYST section, select the check boxes Allow the Analyst to edit all Incidents and Allow the Analyst to edit all Service Requests > Click SUBMIT).