Service Management Help

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A Checklist is a list of tasks an Analyst needs to perform at various stages of a Service Request. You can configure the Checklist and specify at what stages of an Incident or SR the tasks need to be performed. The Checklist is configured for a selected combination of Tenant, Status, Workgroup, and Category.

To configure Checklist:

Select Request > Configuration > Service Request Masters > Checklist.
On the CHECKLIST page, select the Tenant and fill in the required details. For information about the fields on the CHECKLIST page, see Field Description.
Click SUBMIT. A new Checklist is configured.

Figure: CHECKLIST page

Field Description

The following table describes the fields on the CHECKLIST page:

Field	Description
DETAILS
Status	Select the status from the list.
Workgroup	Select the Workgroup from the list.
Category	Select the Category from the list.
Catalog	Select the Catalog from the list.
Sequence	Type in the sequence of the tasks in the Checklist.
Task Name	Type in the name of the task.
Task Status	Select the status of task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the task status is mandatory, optional, or not applicable.
Remarks	Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional. The status of the Remarks indicates if providing remarks is mandatory, optional, or not applicable.
Active	Indicates the status of the Checklist. If selected, the Checklist is enabled for the selected combination of Status, Workgroup, and Category for a Tenant. If not selected, the Checklist becomes an inactive value and is not applicable till made active.
icon	Click the icon to add a new task.

ACTIONS

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

SHOW LIST

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

Figure: CHECKLIST page

Note:

When the Checklists are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Checklist.
Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the CHECKLIST page. For more information see Importing Master Template in SummitAI Platform.

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