SummitAI Service Management Help

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What is Auto-Complete Assistance?

The Auto-Complete Assistance helps users to automatically fill in the information as the user types in. For example, as the user starts typing in the issue in the Symptom text box of the LOG NEW INCIDENT page, the templates for the related issues pop-up as a list below the Symptom text box. User can select the relevant template from the pop-up list. The fields on the LOG NEW INCIDENT page are filled with the pre-selected values as per the Rule. Users can change these values as required. After a user selects a Rule, certain field values are also auto-populated, such as Workgroup, Impact, etc (as defined in the Rule).

Example: An End User is unable to connect to the internet using the wireless option. On the LOG NEW INCIDENT page as the End User types in the keyword wireless (defined in the Rule) the list of all the Rules with wireless as the keyword pop up below the text box. The End User can go through the list and select the relevant Rule, if present. The field values saved in the Rule are auto-populated.

The keywords for Auto-Complete Assistance are defined by the Administrator while creating Rules. Any number of keywords can be defined for a Rule. A word can be defined as keyword for more than one Rule. As the user types in any of the defined keywords, all the Rules with the typed in keyword appear in the pop-up list.

Auto Complete Assistance
Figure: Auto Complete Assistance

Advantages

Helps users in logging Incidents with pre-filled values.
Saves users' time in logging Incidents.

Accessing the Feature

An End User can use the Auto-Complete Assistance on the LOG NEW INCIDENT page while typing in the symptom in the Symptom text box. For information about logging Incidents, see Logging Incidents.

An Administrator can configure keywords while creating Rules. For information about configuring Rules, see Configuring Rules.

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