Allow Analysts to View Other Workgroup Incidents/SRs

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

Read Complete Release Notes

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).