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SummitAI Service Management Help

Problem Management

An Approver can view or approve the list of Problem Records (PRs) pending for approval.

To view the list of pending PRs:

  1. Click Problem > User > Approve Problem Records.  The APPROVE PROBLEM RECORDS page is displayed.

    APPROVE PROBLEM RECORDS page
    Figure: APPROVE PROBLEM RECORDS page

  2. To approve the pending Problem Records, click the Problem ID. The PROBLEM RECORD ID page is displayed. You can approve or reject the Problem Record. For more information about approving Problem Records, see Approving Problem Records (PRs) and Root Cause Analysis (RCA).

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the APPROVE PROBLEM RECORDS page.

FILTERS

Click the Filters icon to specify a particular filter criteria to display the PRs. On clicking the Filters icon, the FILTERS pop-up page is displayed. Select the Tenant, Caller, Status, Problem ID, or Log Time. Click SUBMIT. The list of PRs as per the specified filter criteria is displayed.

Filters pop-up page

Figure: Filters pop-up page

CONFIGURE COLUMNS

Click CONFIGURE COLUMNS to customize the columns on the page, see: Personalizing Pages.


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