SummitAI Service Management Help

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If you are the RCA Approver, Problem Record Approver, Problem Manager, or user with appropriate access, you can approve the Problem Records and RCA details using the APPROVAL icon on the PROBLEM RECORD ID page.

To approve PRs and RCA:

Select Problem > User > View Problem Record List.
On the PROBLEM RECORD LIST page, a list of all the PRs is displayed. Select the PR that you want to approve or reject.
On the PROBLEM RECORD ID page, click the APPROVAL icon on the ACTIONS panel.
On the APPROVAL pop-up page, type in the required details. You can approve the PR by filling in the fields under the under APPROVAL section. You can approve the RCA by filling in the field under the ROOT CAUSE ANALYSIS section. For information about the fields on the APPROVAL pop-up page, see Field Description.

Figure: APPROVAL pop-up page
Click SUBMIT to approve or reject the PR or approve or reject the PR RCA.
Note:

Click icon to view the Fishbone diagram created while performing RCA for the PR.

Field Description

The following table describes the fields on the APPROVAL pop-up page:

Field	Description
PRE AUTHORIZATION DETAILS
Authorizer	Displays the Problem Manager name based on the Approver configuration set by the Administrator for a Tenant.
Authorization Date	Displays the approval date of the PR. This date is automatically displayed after approving the PR.
Status	Displays the status as Approved and Rejected options. Select Approved to approve the Problem Record. Select Rejected to disapprove of the Problem Record. Select Refer Back to send back the Problem record to the Analyst for more information The Rejected Problem Records are not listed in the Problem Records list for any further processing.
Authorizer Remarks	Type in remarks, if any.
AUTHORIZATION DETAILS
Authorizer	Displays the Problem Manager name based on the Approver configuration set by the Administrator for a Tenant.
Authorization Date	Displays the approval date of the PR. This date is automatically displayed after approving the PR.
Status	Displays the status as Approved and Rejected options. Select Approved to approve the Problem Record. Select Rejected to disapprove of the Problem Record. Select Refer Back to send back the Problem record to the Analyst for more information The Rejected Problem Records are not listed in the Problem Records list for any further processing.
Authorizer Remarks	Type in remarks, if any.
ROOT CAUSE ANALYSIS
RCA Approver	Displays the name of the RCA Approver.
RCA Approval Date	Displays the date when the RCA was approved.
RCA Approval Status	Displays the RCA approval status (Approved, Rejected, and Refer Back).
RCA Remarks	Displays the remarks by the RCA Approver.
REVIEWER DETAILS
Reviewer	Displays the name of the Reviewer.
Reviewer Date	Displays the date when the Reviewer approved the Problem Record.
Reviewer Status	Displays the status of the Problem Record (Approved, Rejected, and Refer Back).
Reviewer Remarks	Displays the remark by the Reviewer.

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