Configuring Incident Management Module

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.

  • Select one of the following options from the drop-down box:

    • Business Days - Business days will be considered based on SLA Service Window configuration (Incident > Configuration > SLA Configurations > SLA Service Window).

    • Calendar Days - Calendar days will include Holidays for auto closure.

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.

• Incident Closing Mode configuration done at Tenant level will be overwritten with Incident Closing Mode configuration done on Business Rule page, when that business rule gets executed for the incident. Incident closure will be based on the business rule.

By default, the option Business Days is selected.

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 to automatically transfer the incidents, based on whether you have selected On Creation or On Creation and Transfer.

Select one of the following options:  

• On Creation Only: Auto assignment to an Analyst is done only for increated created only. Based on the Assignment Type (Load Based or Round Robin), the analyst is assigned the newly created incident.

• On Creation and Transfer: Auto assignment to an Analyst is done for Tickets created, plus the tickets getting transferred from one tenant to another. Based on the Assignment Type (Load Based or Round Robin), the analyst is assigned the newly created tickets or tickets transferred.
  

  Rules for Incident Transfer from one tenant to another

  Ensure that for Destination Tenant, where incident is getting transferred has Auto-assignment for incidents enabled. In addition, for incidents getting transferred, the option On creation and transfer must be selected in the destination tenant along with the algorithm (load based or round-robin based). In case, On creation is selected (and not On creation and transfer) then the incident will not be auto-assigned to the analyst in destination tenant, it will be assigned to the workgroup only.

• Load‑Based: Instead of assigning tickets sequentially or randomly, the system evaluates, Analyst workload and Analyst Skill Set (capability).
  

• Round Robin: Round Robin is a simple and fair ticket‑assignment method where incoming tickets are distributed sequentially among a predefined group of analysts.
  Each new ticket is assigned to the next analyst in line, and once the last analyst receives a ticket, the system loops back to the first—continuing in a circular pattern

For complete details, refer the following section on Ticket creation and transfer.

Select the status option in the Do Not Assign Ticket for the Status drop-down field. By selecting the status options you can configure for which status the ticket should not auto-assign.

Enable Manual Incident Cancellation Icon

If 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 Description

If 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.

Enable sending email in the Analyst's name 

If selected, then Send E-mail action includes Analyst's name in the email under From section.

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.

Figure: Replicate Application Settings RDP Configurations

• 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.

Figure: Tenant-Specific RDP Configurations

Note:

The Tenant-Specific configuration takes precedence over Application Settings configuration for a specific incident if both the configurations are set.

RDP Type

Select the RDP type. Available options are as follows:

• Microsoft Teams - Select it to establish the Remote Desktop Sharing using MS Teams.

• Screen Connect - Select it to establish the Remote Desktop Sharing using Screen Connect.

• Webex - Select it to establish the Remote Desktop Sharing using Webex.

Note:

Ensure that the job Update Webex Recording For Tickets (IM and SR) is scheduled in the Custom Scheduler to synchronize the Webex meeting recordings with Summit.

• TeamViewer - Select it to establish the Remote Desktop Sharing using TeamViewer.

Enable Basic Remote Desktop Sharing

If selected, Basic Remote Desktop Sharing (Summit AI's Basic Remote Desktop Sharing (Free Version)) is enabled in the application.

Enable Advanced Remote Desktop Sharing

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

Hosted On

Select the type of 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.

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.

The Callers will be notified when the Incident is in Pending status for the selected Pending Reasons and the configured Alert Interval is exceeded

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.

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.

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).

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.

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

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. 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.

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.

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.

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.

Allow Analyst to Edit Symptom

If selected, the Analysts can edit the Symptom of Incidents for the selected tenant using the application.

Allow Analyst to Edit Description

If selected, the Analysts can edit the Description of Incident for the selected tenant using the 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, perform the following steps:

• 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 Fields

Select 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 Workgroups

If selected, all the Analysts of this Tenant can bulk update Incidents of other Workgroups to which they do not have access.