Configuring Reviewer PM

Owned by Saranya S
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
2 min read

SummitAI Service Management Help

Problem Management

Who are Reviewers?

A Reviewer can review the Problem Record (PR) once it is in RCA Approved status. Reviewer can Approve, Reject, or Refer back the Problem Record. If the RCA Approver and Reviewer are the same person, the PR is auto-approved after RCA Approval. You can add and modify Reviewers for a for a specific Workgroup.

To configure Reviewer:

  1. Select Problem > Configuration > Reviewer. REVIEWER page appears.
  2. On the REVIEWER page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and fill in all the details of the Reviewer. For more information about the fields on the REVIEWER page, see the Field Description table below.
  4. Click SUBMIT. A new Reviewer is added.

REVIEWER page

Figure: REVIEWER page

Field Description

The following table describes the fields on the REVIEWER page:

Field

Description

DETAILS

Workgroup

Select a Workgroup from the drop-down list. The configured Reviewer can approve Problem Records for the selected Workgroup. You can also select All to allow the Reviewer to approve PRs for all available Workgroups.

RCA Reviewer

Type in the name of the person you want you want to configure as Reviewer for the selected Workgroup. To search for a user name, click the Search icon. For information about searching users, see Searching Users .

Active

Indicates the status of the Reviewer.

  • If selected, the Reviewer configuration becomes Active and the configured Reviewer can review the PRs for the selected Workgroup.
  • If not selected, the configured Reviewer becomes Inactive. The inactive Reviewers are not displayed in the Reviewer list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the REVIEWER page.

SHOW LIST

Click SHOW LIST to display the LIST showing all the configured Reviewers for the selected Tenant.


Figure: REVIEWER page: List of Reviewers

  • To display the Inactive Reviewers, click the Include Inactive check box.
  • To edit an Reviewer, click the name of the Reviewer under RCA Reviewer column. Make appropriate changes and click SUBMIT.

Note:

When the configured Reviewers are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Reviewer.