SummitAI Service Management Help

Incident Management

There are various reports that can be generated, viewed, and used for analysis by the Analysts, Managers, and Administrators of the Incident Management module.

List of Incident Management Reports

To view Reports:

Select Reports. The following page is displayed.

REPORT page

Figure: REPORT page

2. Select the module for which you want to view the reports from the list.

REPORT page - Module list

Figure: REPORT page - Module list

3. Based on the module selected, the relevant reports are listed in the REPORTS section of the page. Click and
to scroll through the list of reports. Click icon to hide the REPORTS section of the page. To search for a specific
report in the report list, type in the name of the report in the search bar and click the Search icon.

REPORT page - REPORTS section

Figure: REPORT page - REPORTS section

4. Select the report you want to view. The page is populated with the data in the graphical and tabular
form. For example, in the following screen shot SLA by Customer report is displayed.

SLA by Customer Report - Resolution tab

Figure: SLA by Customer Report - Resolution tab

SLA by Customer Report - Response tab

Figure: SLA by Customer Report - Response tab

ACTIONS

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

Filters

Click the Filters icon to specify a particular filter criteria to display reports.

PUSH REPORT

Using the Push Report icon on the Report pages, you can configure the reports to be sent to the configured users at set intervals. The users do not need to log into the application and can still receive reports of their interest through e-mails on a regular basis. This helps the management team or users keep track of the IT Support desk activities on timely basis and monitor the current happenings in the team. For example, the management team can receive the data related to the total number of Service Requests (SRs) logged per month or per week, which Service or unit serviced the most SRs, the number of SLA violations, individual executive performance, monthly dash board data, and so on.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export the report to Microsoft excel sheet.

Note:

You can create Reports, Instant reports, and New Dashboards by clicking,and , respectively. For more information, see SummitAI Platform Online Help (see: Creating New Reports and Creating New Dashboards).

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