Viewing My Incidents List

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

SummitAI Service Management Help

Incident Management

You can view the list of Incidents logged for you. Also, the user can view, cancel, escalate, edit, and update the Additional Information section of the Incidents logged by other user who are mapped to the Customer(s) and Location(s) selected under the Access tab. For more information, see Adding User in SummitAI Platform.

To view the list of Incidents:

  1. On the USER DASHBOARD page (Dashboard menu), click OPEN INCIDENTS under INCIDENT. Alternatively, select Incident > User > My Incidents.

  2. On the MY INCIDENTS page, you can view the list of Incidents logged for you (Tile view or Tabular view). You can view basic details about Incidents, such as Incident ID, Incident logging date and time, the name of the user who logged the Incident, the Workgroup and assigned Analyst, the Priority, and the status. 

    Note:

    The flags indicate the age of the Incidents. The color codes indicate the Priority. An asterisk icon next to the caller's name indicates that the caller is a VIP User. 

  • The flags indicate the age of the Incidents as per the following table:

Flag

Description

Indicates that the incident is opened for 0-2 days.

Indicates that the incident is opened for 2-5 days.

Indicates that the incident is opened for 5-10 days.

Indicates that the incident is opened for more than10 days.

    • The color codes are as per the Priority of the Incidents. The Priority and the color code associated with it can be configured by the Administrators. For example, as per the following screen shot, the orange color code indicates S1 Priority Incidents.

Tile view
Figure: MY INCIDENTS page (Tile view)


Tabular view
Figure: MY INCIDENTS page (Tabular view)

ACTIONS

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

Filters

Click the Filters icon to specify a particular filter criteria to display the Incidents. On clicking the Filters icon, the FILTERS pop-up page is displayed. Specify the filters and click SUBMIT.


Figure: FILTERS pop-up page

The following table describes the fields on the FILTERS page:

Field

Description

Tenant

Select the Tenant from the list.

Status

Select the status of the Incident from the list.

Incident ID

Type in the range of Incident IDs to be displayed in the From and To fields.

Log Time

Specify the range of log time in the From and To fields to display the Incidents logged during that period.

View Other User's Incidents

Select this check box to view other user's Incidents matching the filter criteria. This checkbox is displayed only when it is enabled on the Adding Users page in SummitAI Platform. The following two fields are displayed upon selecting this checkbox:

  • Customer: Select the customer(s) from the list. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the selected customer(s) in this field.
  • Location: Select the location(s) from the list. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the selected location(s) in this field.

View Follow-up Incident

Select this check box to view the Incidents for whom the Incident Follow-up is enabled.


CONFIGURE COLUMNS

Click CONFIGURE COLUMNS to customize the columns on the page, see: Personalizing Pages.

Note:

On the Incident List page, Configure Columns does not support the custom attribute of the Text Area type.


NEW INCIDENT

Click NEW INCIDENT to log a new Incident. See: Logging Incidents

References