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SummitAI Service Management Help

Incident Management

You can view the Incidents logged for you and provide additional information or upload attachments for your Incidents.

To view or update My Incidents:

  1. On the USER DASHBOARD page (Dashboard menu), click OPEN INCIDENTS under INCIDENT. Alternatively, select Incident > User > My Incidents.
  2. On the MY INCIDENTS page, you can view the list of Incidents logged for you (Tile view or Tabular view).


    Figure: MY INCIDENTS page (Tile view)


    Figure: MY INCIDENTS page (Tabular view)

  3. Select the Incident ID of the Incident that you want to view or update. The following page is displayed with all the details about the Incident.


    Figure: INCIDENT page

    Note:

    The fields that are displayed on this page depend upon the configuration done by your Administrator (see: Configuring Log Incident Page). You can find some additional or different fields. The most common fields on this page are Status, Assigned Workgroup, Assigned Executive, Logged Time, Mail Conversation etc.

  4. You can provide additional information about your Incident in the Additional Info text box or add attachments. If you want, you can also chat with the Analyst assigned to this Incident, see Chatting with Analysts.

  5. Click SUBMIT to save your changes.

Providing Feedback

You can provide feedback to the resolved Incidents. A FEEDBACK icon is displayed on the ACTIONS panel for the resolved Incidents. Alternatively, click INCIDENT on the FEEDBACK PENDING tile of the USER DASHBOARD page (see: End User Dashboard).

Alternatively, when an Incident is resolved the end user receives a pop-up notification. The user can provide the feedback in the pop-up window. 






Figure: INCIDENT page

Click the FEEDBACK icon and provide your feedback in the pop-up page.


Figure: FEEDBACK pop-up page

Note:

Resolution e-mails are sent to you after an Incident is resolved. You can provide a feedback by clicking the link or image in the e-mail without logging into the application. The Administrators can configure this option by selecting the check box, Enable Feedback Page Without Authentication (see: Configuring Application Settings).The FEEDBACK page is pre-populated with the configured rating values based on the link/ image you clicked. You can change the ratings if required.

Closing Incidents 

You can close the Incidents manually if your Incident is resolved and you are satisfied with the resolution provided to you. Click the CLOSE icon on the ACTIONS panel. Provide the closure remarks in the CLOSE INCIDENT pop-up page.


Figure: CLOSE INCIDENT pop-up page

Reopening Incidents

You can reopen a resolved Incident if you are not satisfied with the resolution. You cannot reopen a closed Incident. A REOPEN icon is displayed on the ACTIONS panel for the resolved Incidents. Click the REOPEN icon, the REOPEN pop-up page is displayed. Type in the reason for reopening the Incident.


Figure: REOPEN INCIDENT pop-up page

ACTIONS

This section explains the various icons on the ACTIONS panel of the INCIDENT page.

MANUAL ESCALATION

You can escalate an Incident if you are not satisfied with the progress on your Incident resolution. You can escalate the Incident only if the Analyst fails to resolve the issue in the given SLA period. Click the MANUAL ESCALATION icon displayed on the ACTIONS panel. Select the escalation level from the Manual Escalation list and type in your comment in the Escalation Remarks text box in the MANUAL ESCALATION pop-up page. The Manual Escalation levels are configured by the Administrators (see: Configuring Manual Escalations in SummitAI Platform).


Figure: MANUAL ESCALATION pop-up page

CHAT HISTORY

Click this icon to view the chat history with the user. For more information see, Viewing Chat History.

References





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