SummitAI Service Management Help

Incident Management

You can configure the SLA Matrix for Incidents based on the selected Category and Priority.

To configure SLA Matrix:

Select Incident > Configuration > SLA Configuration > SLA Matrix.
On the SLA MATRIX page, click ADD NEW on the ACTIONS panel.
Select the Tenant and the other required SLA Matrix details. For information about the fields on the SLA MATRIX page, see Field Description.
Click SUBMIT. A new SLA Matrix is configured.

Figure: SLA MATRIX page

Field Description

The following table describes the fields on the SLA MATRIX page:

Field	Description
DETAILS
Category	Select a Category to which you want to associate the Priority and the SLA from the list. Click the Expand icon to expand the Category list.
Include Sub-categories	If selected, the Sub-categories are also included for the SLA Matrix.
Priority	Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix.
SLA	Select a Priority to which you want to associate the Category and SLA. If you do not select any SLA, the default SLA is considered for the SLA Matrix.
Overridable	If selected, the Analysts can change the values for Category, SLA, and Priority options.
Active	Indicates the status set for a SLA Matrix. If selected, the is SLA Matrix becomes an available option on the other pages of the application. If cleared, the SLA Matrix will be inactive SLA Matrix. The inactive SLA Matrix values are not displayed in the SLA Matrix list on the other pages of the application.

ACTIONS

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

SHOW LIST

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

Figure: SLA MATRIX page: List of SLA Matrix values

To edit a SLA Matrix value, click the Category. Make appropriate changes and click SUBMIT.
To display the inactive SLA Matrix values, click the Include Inactive check box.

Note:

When the SLA Matrix configurations 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 SLA Matrix.
Click IMPORT to update or create multiple SLA Matrix configurations, 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 SLA MATRIX page. For more information see Importing Master Template in SummitAI Platform.

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