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SummitAI Service Management Help

Incident Management

You can configure values for the various components of the Incident Management module for a Tenant. Based on the configuration, the values or fields are displayed for an Incident raised for a Tenant.

To Configure Incident Management Module:

  1. Select Admin > Basic > Infrastructure > Tenant. The TENANT page is displayed. 


    Figure: TENANT: List page

2. On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Incident Management module.

TENANT page
Figure: TENANT page


Note:

On the above TENANT page, Department Code, Display Name, and Description about the selected Tenant is displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various modules configured, not configured, and disabled for the Tenant are displayed on the page by the different color check marks:

  • Orange indicates not configured module.
  • Green indicates configured module.
  • Grey indicates disabled module.


3. Click CONFIGURE DETAILS on the ACTIONS panel and select INCIDENT MANAGEMENT under MODULES section. The details about the Incident Management module are displayed under the DETAILS section. For more information about the fields on the DETAILS section, see Field Description.

4. Type in the required details and make appropriate selections, and then click SUBMIT. The TENANT page contains the following sections:

 THEME SETTINGS

Figure: TENANT page: Configuring Incident Management module - Theme Settings

Field Description

The following table describes the fields on the THEME SETTINGS section of TENANT page:

Field

Description

THEME SETTINGS

Theme

Select the theme that you want to apply for the Tenant. Only the themes configured on the THEME CONFIGURATION page are displayed in the Theme drop-down list.

Allow Users to Select Theme

If selected, the users can select the Theme on the MY PROFILE pop-up page that they want to apply for the Tenant. For more information about selecting a Theme on the MY PROFILE pop-up page, see Viewing and Updating Your Profile Details in SummitAI Platform.

 General


Figure: TENANT page: Configuring Incident Management module - General

Field Description

The following table describes the fields on the General section of TENANT page:

Field

Description

DETAILS

General

INCIDENT CLOSURE

  • Incident Closing Mode: Select the mode in which the Incident can be closed after resolving the Incident.
    • Auto: If selected, the status of an Incident is changed from Resolved to Closed after the configured number of days.
    • Manual: If selected, the Analyst needs to manually close the Incident.
  • Auto Closing Days: Type in the number of days after which the status of the Incident should automatically change to Closed from Resolved.

Note: When you select the Incident Closing Mode as Auto, you need to provide a value for this field (Auto Closing Days). Also, the application will not consider the weekends (Saturday and Sunday) for Auto closure.

Assign User Reopened incidents to Workgroup

Select the check box to assign the re-opened Incidents to the Workgroup to which it was assigned before resolving the Incident.

Enable Auto-Completion for Logging Incidents

Select this check box to enable the auto-complete assistance option while logging Incidents.

Incident Classification Model

Select a Classification model, Default or Enhanced. If you select Enhanced, you need to also specify Classification Source and Classification Display Mode.

Enable Pending Status Change on End User Update

If selected, when the End User updates an Incident in Pending status, the status of the Incident changes to the previous status of the Incident for all Pending Reasons or for the selected Pending Reasons.

Delete Attachments

Allows you to configure the following options:

  • Enable for Analyst: If selected, the Analysts can delete attachments from the Incident.
  • Enable for End User: If selected, the End Users can delete attachments from the Incident.

Enable Auto-Assignment of Incidents

Select this check box to auto-assign Incidents to Analysts with least number of assigned Incidents.

Enable Manual Incident Cancellation IconIf selected, CANCEL INCIDENT option displayed on ACTIONS panel of End User Incident Details page.

TREE VIEW POP-UP

Allows you to configure the following options:

  • Enable Category Parent Node selection: Select this option to enable selection of both Parent and Child Category nodes on NEW INCIDENT and NEW INCIDENT FOR USER pages.
  • Enable Classification Parent Node Selection: Select this option to enable selection of both Parent and Child Classification nodes on NEW INCIDENT and NEW INCIDENT FOR USER pages.
  • Disable Category Selection: If selected, the End Users do not need to select the Category while logging Incidents.
  • Disable Classification Selection: If selected, the End Users do not need to select the Classification while logging Incidents.

E-MAIL NOTIFICATION

Notification For All Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts for every update of the Incident.

Notification For Selected Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts when the selected status is updated.

  • Status: Select the check box corresponding to the status that you want to configure to send notifications.
  • Caller: Select the check box to send the notification to the caller.
  • Workgroup/Analyst:  Select the check box to send the notification to the Workgroup or Analyst.

Minimum Symptom Length

Specify the minimum number of characters that should be provided for the Symptom field. The default minimum length is 10 characters.

Description Length

Specify the minimum and maximum number of characters that should be provided for the Description field. The default minimum length is 20 characters and the default maximum length is not limited.

Do Not Allow Images in DescriptionIf selected, no Images are allowed to be attached in the Description field.

CONFIGURE LIKERT SCALE QUESTION TYPE

Configure Likert Scale Question Type: If selected, the Likert Scale is displayed in the Question Type drop-down list of the FEEDBACK QUESTION page under FEEDBACK CONFIGURATION.

REMOTE DESKTOP SHARING URL

Configuration
  • Replicate Application Settings Configurations: Select Replicate Application Settings Configurations option to replicate the remote desktop sharing configurations done on the application settings page for the selected Tenant.
  • Tenant - Specific: Select Tenant-Specific option to do tenant-specific configuration for REMOTE DESKTOP SHARING.
    • Tenant - Specific: if selected, the Enable Basic Remote Desktop Sharing and Enable Advanced Remote Desktop Sharing check boxes are displayed.
Enable Basic Remote Desktop SharingIf selected, Basic Remote Desktop Sharing (Summit AI's Basic Remote Desktop Sharing (Free Version)) is enabled in the SummitAI application.

Enable Advanced Remote Desktop Sharing

If selected, Advanced Remote Desktop Sharing (Paid Version) is enabled in the SummitAI application.

Hosted OnSelect the type of SummitAI application installation type for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud.

Advanced Remote Desktop Sharing URL 

Type in the Remote Desktop Sharing URL.

URL Display Name

Type in the Display name for the URL.

User Name

Type in the User Name.

Password

Type in the Password.

Confirm Password

Re-type the Password.

 For End Users

Configuring Incident Management module - For End Users
Figure: TENANT page: Configuring Incident Management module - For End Users

Field Description

The following table describes the fields on the For End Users section of TENANT page:

Field

Description

DETAILS

For End Users

Enable Last 5 Incidents Pop-up

Select the check box to display lst five incidents logged by the End User on the NEW INCIDENT page.

Enable Chat Expiration

Select the check box to allow the End User to send the chat request for a specified duration. The chat request expires after the specified duration.

Expiration Timeout(In Mins): Specify the duration of the chat request in minutes. After the specified time chat request becomes invalid.

Enable Manual Incident Cancellation Icon

Select this check box to allow manual cancellation of Incidents.

CONVERT INCIDENT TO SERVICE REQUEST OPTIONS

This section allows to configure the Incident status once the Service Request is created from it.

  • Manually Resolve Incident: If this option is selected, when a Service Request created from the Incident, Analyst needs to resolve the Incident manually after resolving the Service Request.
  • Auto-Cancel Incident: Select this option to cancel the Incident immediately when the Service Request is created from it.
  • Auto-Resolve Incident: If this option is selected, when a Service Request created from the Incident, the Incident is resolved automatically once the Service Request is resolved.

Rule Name

This field is enabled when Auto Resolve Incident check box is selected. If a Rule exists for the Tenant, the template is used to resolve the Incident.

Provide Additional Incident Log Information

If selected, the End Users can view additional information (Priority, Service Window, and Resolution Deadline) in the confirmation pop-up after the Incident is logged.

Enable Reminder to Callers for Pending Reasons

Select the Pending Reason in the drop-down list to send an e-mail reminder to the Callers. The Pending Reasons available in the drop-down list is configured in the PENDING REASON page (see: Configuring Pending Reasons).

The Callers will be notified when the Incident is in Pending status for the selected Pending Reasons and the configured Alert Interval is exceeded. For more information about configuring the Alert Interval, see SUMMITAI General page.

Auto-Resolve Incidents

If selected, the Incidents are resolved automatically after the maximum number of reminders are sent to the Caller.

Maximum No. of Reminder

Specify the number of reminder e-mail(s) that should be sent to the Callers.

Set Fields for Auto-Resolving Tickets

 

On the AUTO-RESOLUTION INCIDENT CONFIGURATION page, you can configure the default values to auto-resolve Incidents.

AUTO-RESOLUTION INCIDENT CONFIGURATION page
Figure: AUTO-RESOLUTION INCIDENT CONFIGURATION page

Note:

If the Do Not Overwrite Values check box is selected, the values configured on the AUTO-RESOLUTION INCIDENT pop-up page are not overwritten while resolving Incidents automatically.


Display Minimized Knowledge Base Pop-up

If selected, Knowledge Base pop-up is displayed on the NEW INCIDENT Page.

Enable Follow-up for Incidents

If selected, the Incident Follow-up check box is displayed on the NEW INCIDENT page.

Note: Ensure that the Incident Follow-up field is configured from the LOG INCIDENT PAGE (see: Configuring Log Incident Page)

LOG INCIDENT ON BEHALF OF CUSTOMER/SUB CUSTOMERS

All Customers

If this check box and the Customer field check box on the LOG INCIDENT PAGE (Incident >Configuration >Incident Masters >Log Incident Page) are selected, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW INCIDENT page (Incident > User > New Incident).

 Click here

LOG INCIDENT PAGE
Figure: LOG INCIDENT PAGE

New Incident page
Figure: New Incident page

Note: On the LOG NEW INCIDENT page, Customer followed by Caller fields should be configured. The Callers are displayed based on the selected Customer in the Customer field. The Customer and Caller fields should be made mandatory.

Example:

    • User 1 belongs to Customer A and User 2 belongs to Customer B.
    • If the user selects Customer A in the Customer drop-down field, the user can find only User 1 in the Caller field.

Customer and Sub Customers

If this check box and the Customer field check box on the LOG INCIDENT PAGE (Incident >Configuration >Incident Masters >Log Incident Page) are selected, the Customers/Sub Customers to which the user belongs reflect in the Customer drop-down list on the NEW INCIDENT page (Incident > User > New Incident).

Note:
    • On the LOG NEW INCIDENT page, Customer followed by Caller fields should be configured. The Callers are displayed based on the selected Customer in the Customer field. The Customer and Caller field should be made mandatory.
    • If the logged in user does not have any Customer, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW INCIDENT page.

Example:

    • User 1 belongs to Customer and User 2 belongs to Sub Customer.
    • If the user selects Sub Customer in the Customer drop-down field, the user can find only User 2 in the Caller field.
 For Analysts


Figure: TENANT page: Configuring Incident Management module - For Analysts

Field Description

The following table describes the fields on the For Analyst section of TENANT page:

Field

Description

DETAILS

For Analysts

Hide 'Mail to Caller' check box on Incident Details page

Select the check box to hide the Mail to Caller check box.

Disable Vendor Incident Status Check

If the check box is selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident.

Enable First Call Resolution (FCR) Option

Select the check box to display the FCR option for the L2/ L3 team.

Enable Major Incident

Select the check box to allow Analysts to manually indicate an Incident as a Major Incident (see: Major Incidents).

Enable Conference Call

If selected, the analyst will have the option to join the conference call from the Major Incident pop-up page on INCIDENT DETAILS page.

Enable Capture of Closure Category

Select the check box to allow Analysts to select a Closure Category.

Enable Change Caller Icon

Select this check box to allow the Analyst to change the Caller.

Restrict Transfer of Incidents Between Tenants

Select this check box to set a limit for the number of Incidents that can be transferred to a Workgroup by End Users.

View Other Workgroup Incidents

If this check box is selected, Analysts can also view Incidents of other Workgroups for which they do not have Analyst access by selecting the Other Workgroups check box on the Filters pop-up of the INCIDENT LIST page (see: Viewing and Updating My Workgroup Incidents). In addition to this, the configured Analysts can view and edit Incidents of other Workgroups for which they do not have Analyst access using Global Search by enabling Allow the Analyst to edit all Incidents check box on the ANALYST page (see: Configuring Analysts in SummitAI Platform).

Allow Workgroup Owner to Edit Priority

If this check box is selected, the Workgroup Owner can edit the Priority of the Incident if it is disabled by any matrix configuration (see: Viewing and Updating Incident Details).

Enable Bulk Update Icon in List page

Select this check box to enable bulk update of Incidents.

Enable Secondary Analyst

If this check box is selected, Secondary Analysts can be assigned to an Incident (see: Logging Incidents for Users).

Enable Linking of KBs for Resolved Incidents

If this check box is selected, the Analyst has to specify if any KB article was used to resolve the Incident.

Display Expected Time to Resolve (ETR) section on Incident ID Page

If this check box is selected, the Expected Time to Resolve (ETR) section is displayed on the INCIDENT ID page, and the CONFIGURE ETR NOTIFICATION icon is displayed on the ACTIONS panel of the TENANT CONFIGURATION page.

Enable Evaluation

If selected, Incident Evaluation is enabled for the selected Tenant.

Display End User Follow-up Details

If selected, the FOLLOW-UP DETAILS section is displayed under the COMMUNICATION tab of INCIDENT DETAILS page.

Minimum Characters For Private Log

Specify the minimum number of characters that should be provided for the Private Log field. The default minimum length is 10 characters.

Minimum Characters For User Communication

Specify the minimum number of characters that should be provided for the User Communication field. The default minimum length is 10 characters.

Minimum Characters For Solution

Specify the minimum number of characters that should be provided for the Solution field. The default minimum length is 10 characters.

Notify Workgroup Owner(s) for Incident Reassignment

If selected, an e-mail notification is sent to the Workgroup owner of the selected tenant upon updating the existing Analyst on the INCIDENT ID page. If both the existing Workgroup and Analyst are changed, the previous and current Workgroup Owners receive e-mail notifications.

Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner for Incident checkbox must be enabled on the WORKGROUP page. For more information, see Configuring Workgroups in SummitAI Platform.

Allow Analyst to Edit SymptomIf selected, the Analysts can edit the Symptom of Incidents for the selected tenant using the SummitAI application.
Allow Analyst to Edit DescriptionIf selected, the Analysts can edit the Description of Incident for the selected tenant using the SummitAI application.

ENABLE TABS ON INCIDENT DETAILS PAGE

Select the check box in this section to enable the respective tab on the Incident Details page.

MANDATORY CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION

Allows you to configure Private Log and/or User Communication as mandatory for specific actions.
To configure Private Log and/or User Communication:

  • Select Private Log and/or User Communication.
  • Select appropriate option(s) in the Workgroups column.
  • Select the status in the Status column to be configured as mandatory.
  • Click  to add the configuration.
  • Click SUBMIT to save the configuration.

Workgroup

Displays the Workgroups for which Private Log and/or User Communication is configured as mandatory.

Status

Displays the status for which Private Log and/or User Communication is configured as mandatory.

Private Log

Indicates if Private Log is configured as mandatory.

User Communication

Indicates if User Communication is configured as mandatory.

Delete

Allows you to delete the configuration. Click  to delete the configuration.

Effort Logging

The Effort logging is done based on any of the following selected options:

  • Manual Entry: Select the option to allow the Analysts to manually log the Efforts for the Incident.
  • Using Stop Watch: Select the option to use the stop watch to capture the time spent on the Incident.
  • Disable: Select the option to disable the Effort logging field.

Effort Log Validation

Select the required check box to define when logging effort is mandatory.

  • Pending: When the previous Incident status is anything other than Pending, the Analyst needs to log Efforts.
  • Resolved: When the previous Incident status is anything other than Resolved, the Analyst needs to log Efforts.
  • Workgroup Change: Whenever the Workgroup is changed, the Analyst needs to log Efforts.
  • Assigned Analyst Change: If the last assigned Analyst and newly assigned Analyst are different, the logged in Analyst needs to log Efforts. If there was no Analyst assigned to the Incident and an Analyst is now assigned to the Incident, Analyst needs to log Efforts.

CONFIGURE CUSTOM ATTRIBUTE FIELDS

The fields selected in this section are not updated in the Child Incident when those fields are modified in the Parent Incident.

Select Custom Fields

Select the fields in the drop-down list.

FIELDS THAT ARE REQUIRED IN EMAIL NOTIFICATION TO CAPTURE RECENT UPDATES

The fields selected in this section is included in the e-mail notification for the recent updates.
Select Custom FieldsSelect the fields to include them in the e-mail if the tag *ATTRIBUTE_CHANGES* is included in the e-mail template.

CAPTURE REASON FOR CHANGE OF FIELDS

Select the field to capture the reason for change when the selected fields are modified.

Priority Validation Order

Select an appropriate option in the Priority Validation Order drop-down list.

Enable E-Mail Notification to Workgroup Owner for Change in Priority on Incident Details Page

If this check box is selected along with the Priority check box, and the priority is changed on the INCIDENT ID page, an e-mail is sent to the configured workgroup owner.

Enable Location Field on the NEW INCIDENT FOR USER Page

If selected, the Location field is displayed on the NEW INCIDENT FOR USER page using which the Analysts can select the location of the user for whom the Incident is raised. 

Active

Indicates the status set for the configuration details for incident management module.

  • If selected, the configuration details for incident management module is enabled to display on other pages of the application.
  • If not selected, the configuration details for incident management module will be a inactive configuration. The configuration is disabled to display on other pages of the application.

Mandatory In-Progress Status Before Changing the Status to Pending

If selected, the Incident must be in the In-Progress status at least once before being moved to the Pending status.

Disable Resolved Status If Incident is in Pending Status Or Mandatory In Progress Status to Resolve the Incident

If selected, the Resolved status is disabled if the Incident is in the Pending status. Or, the Incident must be in the In-Progress status at least once before being moved to the Resolved status.

Display "Show Incidents Updated By E-mail" Check Box on Filters and Display Icons on Incident List Page

If this check box is selected, the "Show Incidents Updated By E-mail" check box is displayed on the FILTERS pop-up of the INCIDENT LIST page and the following three icons are displayed on the INCIDENT LIST page: Last Updated by Analysts Using E-mail, Last Updated by External Users Using E-mail, and Last Updated by End Users Using E-mail. These icons indicate that the respective Incident is updated by either an Analyst, External User, or End User through e-mail.

Enable Bulk Update of Incidents for Other WorkgroupsIf selected, all the Analysts of this Tenant can bulk update Incidents of other Workgroups to which they do not have access. To allow or restrict access to specific Analysts, go to the Configuring Analysts topic in SummitAI Platform.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Tenants.

Figure: TENANT page: List of Tenants

  • To update a Tenant details, click the configured Tenant Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Tenants, click the Include Inactive check box.

Note:

When the list Tenants is displayed under the LIST table, the ADD NEW and TENANT LABEL DISPLAY actions are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Tenant.
  • Using the TENANT LABEL DISPLAY action, you can configure a name for Tenant label (see: Tenant).

SHOW TENANT

Click SHOW TENANT to display the details of the selected Tenant. The TENANT page is displayed.

CATEGORY

Click CATEGORY to configure a new Category for the selected Tenant. For information about configuring Category, see Configuring Category IM. 

CLASSIFICATION

Click CLASSIFICATION to configure a new Classification for the selected Tenant. For information about configuring Classification, see Configuring Classification.

 CLOSURE CODE

Click CLOSURE CODE to configure a new Closure Code for the selected Tenant. For information about configuring Closure Codes, see Configuring Closure Codes. 

IMPACT

Click IMPACT to configure new Impact values for the selected Tenant. For more information about configuring Impact values, see Configuring Impact.

PARTNER

Click PARTNER to configure a new Partner for the selected Tenant. For information about configuring Partners, see Adding Vendors in SummitAI Procurement Management.

PENDING REASONS

Click PENDING REASONS to configure a new Pending Reason for the selected Tenant. For information about configuring Pending Reasons, see Configuring Pending Reasons.

PRIORITY

Click PRIORITY to configure a new Priority value for the selected Tenant. For information about configuring Priority values, see Configuring Priority.

RESOLUTION CODE

Click RESOLUTION CODE to configure a new Resolution Code. For information about configuring Resolution Codes, see Configuring Resolution Codes. 

ANALYSTS

Click ANALYSTS to configure a new Analyst. For information about configuring Analysts, see Configuring Analysts in SummitAI Platform

SLA SERVICE WINDOW

Click SLA SERVICE WINDOW to configure a new SLA Service Window. For information about configuring SLA Service Window, see Configuring SLA Service Windows.

URGENCY

Click URGENCY to configure a new Urgency value for the selected Tenant. For information about configuring Urgency values, see Configuring Urgency. 

WORKGROUPS

Click WORKGROUPS to configure a new Workgroup. For more information configuring Workgroups, see Configuring Workgroups in SummitAI Platform.

CONFIGURE ETR NOTIFICATION

Click CONFIGURE ETR NOTIFICATION to configure the ETR e-mail notification for the selected Tenant. For information about configuring ETR e-mail notification, see Configuring ETR E-mail Notifications.

Note:

  • The red asterisk on the icons on the ACTIONS panel indicates that all of these values must be configured to complete configuration of the Incident Management module for the selected Tenant.
  • The orange color bar on the icon on the ACTIONS panel means that particular value is not configured.
  • The green color bar on the icon indicates that it is configured.
  • Until all the icons marked in red asterisk is configured for the selected Tenant, the Incident Management module will not be available to the selected Tenant. This means the selected Tenant will not be available to the users while raising Incidents until all the mandatory configuration values are configured.


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