Configuring Priority IM

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

SummitAI Service Management Help

Incident Management

What is Priority?

Priority defines the precedence in which a particular Incident should be addressed. You can add and modify the Priority levels for SLA calculation for Incidents for a Tenant. You can add or modify the Priority values for a Tenant.

To configure Priority values:

  1. Select Incident > Configuration > SLA Configurations > Priority.
  2. On the PRIORITY page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Priority details. For information about the fields on the PRIORITY page, see 228557069.
  4. Click SUBMIT. A new Priority value is configured.


    Figure: PRIORITY page

Field Description

The following table describes the fields on the PRIORITY page:

Field

Description

DETAILS

Priority

Type in a name for the Priority.

Display Name

Type in the display name for the Priority.

Description

Type in a description for the Priority.

Response SLA (in Minutes)

Type in the number of business days and minutes as the response SLA. In general, the Response Time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree, the Analyst needs to respond to the issue within a short span of time in comparison to the medium or lower degree of Priority issues. The Response deadline is calculated based on these values.

Resolution SLA (in Minutes)

Type in the number of business days and minutes as the resolution SLA. In general, the Resolution Time is specified based on the highest degree of a Priority, that is, if the Priority is of the highest degree the Analyst needs to resolve the issue within a short span of time in comparison to the medium or lower degree of Priority issues.

If you specify the resolution SLA as zero, you can calculate the SLA based on the best efforts of the Analyst. For any Incident associated with this Priority on the INCIDENT ID page, the Target Completion Date text box is displayed below the Priority text box. The Resolution Deadline is calculated based on these values.

Highlight Color

Select a color from the color box to associate it with the respective Priority. This color code is displayed for the Incidents with this Priority.

Default

Select this check box to display this Priority value as the default Priority value on the other pages of the application.

Active

Indicates the status of the Priority value.

  • If selected, the Priority value becomes an available option on the other pages of the application.
  • If not selected, the Priority value becomes an inactive value. The inactive Priority values are not displayed in the Priority list on the other pages of the application.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Priority values configured in the SUMMIT application for the selected Tenant.

Figure: PRIORITY page: List of Priority values

Priority ID column in the LIST table displays the ID associated with every configuration.

  • To edit a Priority value, select the Priority. Make appropriate changes and click SUBMIT.
  • To display the inactive Priority values, click the Include Inactive check box.

Note:

When the Priority 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 Priority.
  • Click IMPORT to update or create multiple Priorities, 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 PRIORITY page. For more information see Importing Master Template.

Priorities replicated from Global Tenant are indicated with Globe Sign.