SummitAI Service Management Help

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You may need to create a task for another Workgroup in order to resolve an Incident or Service Request (SR), these are called Work Orders IM. You can create new Work Orders and assign them to the appropriate Workgroups.

To create new Work Orders:

Select the Incident for which you need to create the Work Order. Select Incident > User > Manage Incidents > View Incident List.
On the INCIDENT ID page, click the icon and select Create Work Order. The WORK ORDER ID page is displayed. Fill in the required details as described in the following table:

Figure: WORK ORDER ID page

Field	Description
Caller Name link	Click the Caller Name link to display information about the Caller. You can view general details and additional information about the Caller. Figure: CALLER DETAILS pop-up page
Tenant	List the configured Tenant names based on the access rights of the logged in user. Select a Tenant from the list.
Log Time	Indicates the date and time on which the Work Order was created. The date format used is yyyy/mm/dd h:mm:ss AM/PM
Symptom	Type in the details about the symptoms for the Work Order.
Description	Type in a brief description about the Work Order.
Attachment	Specify any reference file path to add as an additional reference material. You can also click Upload icon to choose an appropriate file to attach as a reference document for a Work Order.

Note:

Similarly, you can create Work Orders for Service Requests. Select Request > User > Manage Service Requests > View Service Request List. Select the Service Request for which you want to create the Work Order by clicking it. Under the RELATIONSHIP tab, select Create > Work Order.

3. Type in the other required fields under the GENERAL, COMMUNICATION, RELATIONSHIP, ADDITIONAL INFORMATION, ORCHESTRATION tabs. For more information about the fields under these tabs on the WORKORDER ID page, see Field Description.

4. Click SUBMIT. A new Work Order is created.

Note:

Work Orders are auto-created or canceled if the Category of the Work Order is changed.

Field Description

General Tab

You can record the general details about the Work Order under the General tab. You can provide details, such as Workgroup, assigned Analyst, commitment deadline, and so on.

Figure: GENERAL tab

The following table describes the fields under the GENERAL tab of the WORK ORDER ID page:

Field	Description
CLASSIFICATION
Classification	Lists the various Classifications under which the Work Order is considered for resolution. To select the Classification, click the Search icon. The Classification page is displayed. You can use the Expand icon to view the sub?classifications in the Classification tree. Select a Classification that you want to associate with the Workorder.
Category	Indicates the Category under which the Workorder is considered for resolution. To select the Category, click the Search icon. The Category page is displayed. You can use the Expand icon to view the sub?categories in the Categories tree. Select a Category that you want to associate with the Workorder.
Priority	Select a Priority of a Work Order.
ASSIGNMENTS
Assigned Workgroup	Lists the Workgroup defined for a Tenant. Select a Workgroup from the list to which you want to associate the Work Order.
Assigned To	Lists the Analysts associated with the selected Workgroup. Select a team member to whom you want to assign the Work Order for providing the resolution.
Pending Reason	Select the pending reason for the Work Order.
Response OLA	Displays the Response OLA date and time. Deadline: Displays the response date and time that is calculated based on the Priority details of a Work Order. Actual: The time is updated automatically in this field, whenever a Work Order is assigned to an Analyst. Violation: Displays the OLA status for response time as violated or not. OLA Violated = Yes OLA not Violated = No
Resolution OLA	Displays the Resolution OLA date and time. Deadline: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority details of a Work Order. Note: If you change the status to Pending the date and time values are cleared. The OLA clock stops when the Incident status is changed to Pending. Actual: Displays the resolution date and time of a Work Order, whenever the status of the Work Order is changed to Resolved. Violation: Displays the OLA status resolution time as violated or not. OLA Violated = Yes OLA not Violated = No
SOLUTION
Solution text box	Allows you to type in the details of the solution for resolving the Work Order while specifying the Status as Resolved.
Closure Code	Lists the Closure Codes defined for the Tenant. Select a Closure Code that you want to associate with a Work Order from the list.
Mail to User	Select this check box if you want to send a mail to the End User about the status update of the Work Order.
EFFORT ESTIMATION
Efforts	Specify the efforts in days, hours, and minutes spent while resolving a Work Order. For each change in status, Workgroup, assigned Analyst, you must type in the effort details in terms of Days, Hours, and Minutes fields.
Remarks	Type in your remarks or comments about the specified effort time.

COMMUNICATION Tab

Under the COMMUNICATION tab, you can share the user communication with the End User as comments. The Private Log information is shared with the other team members or the members of other Workgroups through an e-mail.

Figure: COMMUNICATION tab

Field	Description
COMMUNICATION
User Communication	Type in the Work Order information that you want to share with the End User.
Private Log	Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups.

RELATIONSHIP Tab

You can link Incidents, Change Records (CRs), Problem Record (PR), Configuration Items (CIs), Asset, Portfolio, and Purchase Request to Work Order under the RELATIONSHIP tab using the Link drop-down list. You can also create new Incidents or Purchase Request and link them to the Work Order using the Create drop-down list.

To link any module to a Work Order:

Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

Figure: Relationship pop-up page

Enter the required details and click SEARCH.

Select the record to be linked and click LINK.

The linked record is displayed under the RELATIONSHIP tab.

Figure: RELATIONSHIP tab

Note:

If you link a Configuration Item, for which the SOP is configured you can view the SOP details by clicking .

Figure: SOP Template

E-Procurement module is not a part of Service Management module. When you link Procurement (Purchase Request), click on the purchase request to view the details.

Figure: Purchase Request Details

Click on the PR, PO, or GRN/SRN code link to view the respective details.

Figure: PR Details

PO Details
Figure: PO Details

GRN Details
Figure: GRN Details

To allocate Assets to a user from a Work Order:

Click Allocate Asset on the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

Figure: RELATIONSHIP pop-up page

Specify the required details and click SEARCH.

Select the required Assets and click ALLOCATE. The ALLOCATE ASSET pop-up page is displayed.

Figure: ALLOCATE ASSET pop-up page

Specify the required details and click SUBMIT. For more information about Asset Allocation, see SUMMIT Asset Management Online Help. The Asset is allocated to the Caller of the SR. After the Asset is allocated, the Allocated Asset is displayed under the RELATIONSHIP tab.

Figure: RELATIONSHIP Tab: Allocated Assets

Note:

The option Allocate Asset is available in the Link drop-down list if it is configured in the selected Service Catalog (see Creating Service Catalogs).

The option Allocate Asset is not available while creating the Work Order. It is available only when the Work Order is modified.

The option Allocate Asset is available only for the Work Orders created from Service Requests.

ORCHESTRATION Tab

Like incidents, you may want to automate certain tasks in order to complete the Work Order. You can view all the automated tasks configured for the Work Order and their status under the ORCHESTRATION tab of the WORKORDER ID page. For more information about Orchestration, see Configuring Orchestration under SUMMITAI General.

Figure: ORCHESTRATION tab

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