Feature released in SummitAI IT Service Management (Service Request Management and Incident Management, Tahoe)

What's New?

The following enhancements are made in the IM and SR module:

Availability Status feature (Enhanced)
Auto Assignment feature (Introduced)

Availability Status feature

Now, new Availability Status column and Historic Data button are introduced in the Analyst Workload pop-up window on the Incident/Service Request Details page. By using this you can see the list of all the analysts belongs to that Workgroup and their availability status in real time along with their ticket assignment and workload.

Figure: Analyst Workload: Availability Status column and Historic Data button

The new Availability Status column displays the status of the available analyst.
By clicking upon Historic Data button available on the Analyst Workload pop-up window, a new ANALYST STATUS REPORT pop-up is displayed. Only those analysts that belong to the selected workgroup are displayed on the ANALYST STATUS REPORT pop-up.

Figure: ANALYST STATUS REPORT pop-up

For more information, see Viewing and Updating Incident Details and Viewing and Updating SR Details.

Auto Assignment feature

On the Tenant page, new Do Not Assign Ticket for the Status option is provided with the drop-down field under the Enable Auto-Assignment of Incident/Enable Auto-Assignment of SRs checkbox for both IM and SR Modules respectively. By using this option, you can configure for which status the ticket should not auto-assign to the analysts. For more information, see Configuring Incident Management Module and Configuring SR Management.