Viewing Approval Incident Records

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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 Incident Management records which are pending for approvals post resolution of the incidents. Hence, approvers can take the required action upon clicking on the specific incident record from the list.

Note:

The access to the Approve Incident Records page is based on role template access.

Viewing Approval Incident Records:

The following section provides details of how to view approval incident records.

To view the resolved incidents records awaiting approval, perform the following steps:

  1. Navigate to Incident > User > Approve Incident Records. The Approve Incident Records page is displayed. 


    Figure: Approve Incident Records page

  2. Click on any Incident ID hyperlink to view the details. 

Field Description

The following table describes the fields on the Approve Incident Records page:

Field

Description

INC ID

Displays the incident ID.

Logged Time

Displays the incident log time.
Status Displays the latest status of the ticket after resolution.
CallerDisplays the name of the caller.
WorkgroupDisplays the workgroup of the specific incident record.
Priority Displays the priority of the specific incident record.
SymptomDisplays the symptom of the specific incident record.

The pre-requisite status to start the approval process is Pending Approval. After incident resolution and meeting of conditions specified in the approval workflow configuration on Approval Configuration page, the status of the incident will change to Pending Approval.

Example:

In the following scenario, consider INC5665 has three level of approvals and only Level 1 is approved.

Level 1 approval is done, and Level 2 is pending. The Update IM Status to for Level 1 is Pending Group Approval and for Level 2 is Pending RM Approval. 

Figure: INC5665 approval details page

FILTERS

Click Filters to specify particular filter criteria to display the pending for approval incident records. On clicking the Filters icon, the FILTERS pop-up page is displayed.

Field Description

The following table describes the fields on the FILTERS pop-up:

Field

Description

FieldThe fields related to incident management module are populated in the drop-down list. 
Operator

Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are:

ValueBased on the selected Field type and Operator the options are populated in the Values field.

Click the icon to add a new condition.

Click the icon to delete the selected condition.

Configure Columns

  1. Click on the FILTERS panel. The following page is displayed:

  2. Click on Configure Column icon. The CONFIGURE COLUMNS pop-up page is displayed.



    Select the columns that you want to be displayed on the page from the Available Columns list and click the Right Arrow to move it to the Selected Columns list. Select the Up Arrow and Down Arrow to specify the sequence in which the columns should be displayed on the page.
  3. Click SUBMIT.