Configuring Problem Management Module

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
4 min read

SummitAI Service Management Help

Problem Management

You can configure values for the various components of the Problem Management module for a Tenant. Based on the configuration, the values or fields are displayed for an Problem Record raised for the Tenant.

To configure Incident Management module:

  1. Select Admin > Basic > Infrastructure > Tenant. The TENANT page is displayed.


    Figure: TENANT: List page

  2. On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Problem Management module.

TENANT page
Figure: TENANT page

Note

On the above TENANT page, Department Code, Display Name, and Description about the selected Tenant are displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks:

  • Orange indicates not configured module
  • Green indicates configured module
  • Grey indicates disabled module

3. Click CONFIGURE DETAILS on the ACTIONS panel and select PROBLEM MANAGEMENT under MODULES section. The configuration of Problem Management module is displayed.  For more information about the fields on the configuration page section, see Field Description.

4. Make the appropriate selections, and then click SUBMIT. The Problem Management module is configured.

TENANT page - Configure Problem Management module
Figure: TENANT page - Configure Problem Management module

Field Description

The following table describes the fields on the TENANT page:

Field

Description

THEME SETTINGS

Theme

Select the theme that you want to apply for the Tenant. Only the themes configured on the THEME CONFIGURATION page are displayed in the Theme drop-down list.

Allow Users to Select Theme

If selected, the users can select the Theme on the MY PROFILE pop-up page that they want to apply for the Tenant. For more information about selecting a Theme on the MY PROFILE pop-up page, see Viewing/Updating Your Profile Details.

DETAILS

Allow Problem Manager to Authorize Problem Record

If Allow Problem Manager to Authorize Problem Record check box is selected, Administrator can configure the Problem Manager as the Problem Record Authorizer for the selected Tenant. The default Authorizer for a Problem Record is the Workgroup Owner.

Disable Category Selection

If Disable Category Selection check box is selected, the Analysts cannot change Category on the PROBLEM RECORD ID page after the authorization of Problem Record.

Disable Classification Selection

If Disable Classification Selection check box is selected, the Analysts cannot change Classification on the PROBLEM RECORD ID page after authorization of the Problem Record.

Disable Impact Selection

If Disable Impact Selection check box is selected, the Analyst cannot change the Impact on the PROBLEM RECORD ID page after authorization of the Problem Record.

Disable Urgency Selection

If Disable Urgency Selection checkbox is selected,  the Analyst cannot change the Urgency on the PROBLEM RECORD ID page after authorization of the Problem Record.

Disable Priority Selection

If Disable Priority Selection checkbox is selected,  the Analyst cannot change the Priority on the PROBLEM RECORD ID page after authorization of the Problem Record and the Priority Matrix becomes disabled.

Restrict Analyst from Closing Problem Record

If Restrict Analyst from Closing Problem Record check box is selected, the Analysts cannot close the Problem Record.

  • Only Problem Manager can close the Problem Record.
  • If Analyst tries to close the Problem Record, "Problem Manager can only close the Problem Record." message appears.

Enable Resolution Code

If Enable Resolution Code is selected, the Resolution Code drop-down becomes active while resolving a Problem Record.

Enable Pre-Authorization

If Enable Pre-Authorization check box is selected, the Pre-Authorization approval level becomes enabled for the Problem Record. Pre-Authorization approval step takes place before Initial Authorization of the PR.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Tenants.

Figure: TENANT page: List of Tenants

  • To update a Tenant details, click the configured Tenant Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Tenants, click the Include Inactive check box.

Note

When the list Tenants is displayed under the LIST table, the ADD NEW and TENANT LABEL DISPLAY actions are displayed on the ACTIONS panel. Click ADD NEW to configure a new Tenant. Using the TENANT LABEL DISPLAY action, you can configure a name for Tenant label.

SHOW TENANT

Click SHOW TENANT to display the details of the selected Tenant. The TENANT  page is displayed.