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SummitAI Service Management Help

Incident Management

Mapping SOPs

You can map the Standard Operational Procedures (SOP) to selected Configuration Items (CIs), Classification or Category. This allows you to take appropriate actions when an Incident is raised for the mapped values. For example: If a Category or Classification configured for the SOP is selected in the Incident, a link is displayed above the Symptom field on the INCIDENT ID page where the Analyst can view the list of SOPs available. This helps the Analyst to take effective measures for the logged Incident. For more information about configuring SOPs, see Configuring Standard Operating Procedures in SummitAI Platform.

To map SOPs:

  1. Select Incident > Configuration > Others > Standard Operational Procedure Mapping.
  2. On the SOP MAPPING LIST page, click the ADD NEW.
  3. On the SOP MAPPING page, select the Tenant and map a SOP to CIs. For more information about the fields on the SOP MAPPING page, see Field Description.
  4. Specify the required details and click SUBMIT.

Figure: STANDARD OPERATIONAL PROCEDURE MAPPING page

Field Description

The following table describes the fields on the SOP MAPPING page:

Field

Description

Category

Click Search to view the list of available Categories. Click on the Category name to select it for the SOP mapping.

Classification

Click  Search to view the list of available Classifications. Click on the Classification name to select it for the SOP mapping.

Configuration Items

Select the CIs to map with the SOP template. See below steps for more information on selecting a CI.

To select a CI:

  1. On the SOP MAPPING page click ADD. The CONFIGURATION ITEMS pop-up page is displayed.

    Figure: Configuration Item pop-up page

  2. Select the Owner Workgroup or enter appropriate values in any of the fields and click SEARCH to view all the CIs for the entered values.

  3. Select the CI check box and click LINK to select the CI for SOP mapping. For more information about the fields on the CONFIGURATION ITEMS page, see Field Description.

Field Description

The following table describes the fields on the CONFIGURATION ITEMS page:

Field

Description

CONFIGURATION ITEMS

Owner Workgroup

Select the Workgroup Owner in the drop-down list.

Classification

Click Search to view the list of available Classification. Click on the Classification name to select it.

Device/Host Name

Enter the device or host name.

Serial No.

Enter the serial number of the CI.

IP Address

Enter the IP Address of the CI.

Status

Select the status in the drop-down list.

AVAILABLE CONFIGURATION ITEMS

All the CIs matching the search criteria is displayed in this section with details.

SOP Template

Lists the configured SOP templates. Select a SOP template from the list.

Active

Select the check box to activate the mapping.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured mappings for the selected Tenant and CI.

  • To modify a Standard Operational Procedure Mapping details, click the Host Name link. Make appropriate changes and click SUBMIT.

Figure: SOP MAPPING LIST page

Note:

When the Standard Operational Procedure Mapping Template List are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure SOP Mapping for CIs.

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