---
title: "Configuring Incident Management Module"
slug: "configuringincidentmanagementmoduledoc"
updated: 2026-04-30T08:20:47Z
published: 2026-04-30T08:20:47Z
canonical: "help.symphonysummitai.com/configuringincidentmanagementmoduledoc"
---
> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Configuring Incident Management Module
## Application Service Management Help
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, perform the following steps:
1. Select **Admin > Infrastructure > General > Tenant.** The **Tenant** page is displayed. .png) 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.
.png)Figure: Tenant page
> [!NOTE]
> 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:
**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. - 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] > 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. > [!NOTE] > 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](/apex/docs/configuringincidentmanagementmoduledoc#auto-assignment-of-incidents-on-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. **Screenshot** .png) 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. **Screenshot** .png) Figure: Tenant-Specific RDP Configurations > [!NOTE] > 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] > 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. |
**For End Users**
.png) 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. 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. .png) Figure: Auto-Resolution Incident Configuration page > [!NOTE] > 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] > 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] > 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] > 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 |
| 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. |
#### 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.
.png)
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]
> 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.
**Classification**
Click **Classification** to configure a new Classification for the selected Tenant.
**Closure Code**
Click **Closure Code** to configure a new Closure Code for the selected Tenant.
**Impact**
Click **Impact** to configure new Impact values for the selected Tenant.
**Partner**
Click **Partner** to configure a new Partner for the selected Tenant.
**Pending Reasons**
Click **Pending Reasons** to configure a new Pending Reason for the selected Tenant.
**Priority**
Click **Priority** to configure a new Priority value for the selected Tenant.
**Resolution Code**
Click **Resolution Code** to configure a new Resolution Code.
**Analysts**
Click **Analysts** to configure a new Analyst.
**SLA Service Window**
Click **SLA Service Window** to configure a new SLA Service Window.
**Urgency**
Click **Urgency** to configure a new Urgency value for the selected Tenant.
**Workgroups**
Click **Workgroups** to configure a new Workgroup.
**Configure ETR Notification**
Click **Configure ETR Notification** to configure the ETR e-mail notification for the selected Tenant.
> [!NOTE]
> 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.
### Incident Raised Using E-mail
### Image in Mail-To-Ticket
Earlier, whenever the user drafts the mail body description and adds an image in the mail body to raise the ticket, the added Image in the mail body is displayed as an attachment in the ticket. Since it was shown as an attachment, we could not understand what the user intended to say and which image he is referring to.
Now the Image included in the mail body description while raising the mail-to-ticket is displayed in the description of the ticket, which gives the user more clarity to understand and visualize the problem.
Similarly, the HTML content, hyperlinks, images, tables from Word, Excel, or web content—is captured and stored in the Incident Description without information loss.
This applies to the **Incident** module across both **Email** and **Web** mediums. It impacts **Manage Incident** forms, specifically the **Description** field.
You can see the following screen Incident Management. You can use the **Show More** link next to the Description box that displays Description pop-up of the ticket with the Image attached in mail body. 
### Prerequisites
This feature works only when the following conditions are met:
1. **Mailbox Type** must be **O365**
2. **Parser Type** must be **Classic** (not the new parser)
3. In Tenant Configuration:
**Description Max Length** must **not** be set
**Do not allow image in description** must **not** be enabled
**Key:**
The below key has to be enabled in both web and servermonitor config.
**Risk:**
To display the complete email body with original formatting (HTML, images, links, and tables), VAPT/XSS sanitization must be selectively disabled for the **Description** field on the **Manage Incident** page.
> [!NOTE]
> Note:
>
> You can only have the Image in the Description pop-up or Description box of the ticket if the following key is added to the Web.config file and the value is true.
This Image in the Mail-To-Ticket is applicable only for **Exchange Mailbox** Server Type.
### Auto assignment of Incidents on creation and transfer
The **Auto‑Assignment of Incidents** feature ensures that every incoming incident—whether newly created or transferred from another tenant—is automatically assigned to an appropriate analyst based on predefined rules. This functionality eliminates unassigned incidents, speeds up response times, and maintains SLA compliance.
Previously, the platform only supported auto‑assignment **on incident creation**. With the latest enhancement, tenants can now choose whether auto‑assignment should occur:
- **Only during incident creation**, or
- **During incident creation and when a incident is transferred into the tenant**
This behavior is controlled by a new **tenant‑level configuration** called **Auto‑Assignment Trigger Mode**, which works with existing assignment algorithms—**Load‑Based** and **Round Robin**.
**Key Benefits**
**✅** **Ensures No Incident Remains Unassigned**
When enabled for transfers, incidents immediately get an analyst even after moving across tenants.
**✅** **Improved SLA Compliance**
During transfer:
- SLAs restart according to the destination tenant’s rules.
- Priority matrices, response times, and resolution deadlines are recalculated automatically.
**✅** **Consistent Assignment Logic**
All assignment factors continue to apply:
- Analyst workload
- Shift availability
- Skills mapping
- Category-based assignment
- Selected algorithm (Load‑Based / Round Robin)
**✅** **Supports Accurate Tenant Handoffs**
Reduces manual effort and delays when different departments (IT, HR, Finance, etc.) transfer incidents to each other.
**User Persona: Analyst**
**Role:**
Analysts are end-users responsible for taking ownership of assigned incidents and resolving them within SLA boundaries.
**Primary Needs:**
- Receive incidents in a timely and consistent manner
- Avoid delays caused by unassigned or misrouted incidents
- Ensure workload distribution is handled fairly
- Maintain focus on resolution instead of manual assignment logistics
**How Auto‑Assignment Helps Analysts:**
- Prevents “New State” incidents from stagnating in queues
- Ensures fair distribution using Load‑Based or Round Robin algorithms
- Provides clarity on incoming workload after transfers between tenants
- Improves daily efficiency with automated assignment instead of dependency on workgroup managers
**Feature Components** **Auto‑Assignment Trigger Mode**
A new tenant-level dropdown with two possible values:
- **On Creation Only**
- **On Creation & Transfer**
If *disabled*, no auto‑assignment occurs for either created or transferred incidents.
**Assignment Algorithms**
**1. Load‑Based Assignment**
Assigns the incident to the analyst with:
- The **least number of active incidents**
- Meeting skill, shift, and category requirements
**2. Round Robin Assignment**
Sequentially assigns analysts in alphabetical order or predefined sequence.
These algorithms behave identically for both creation and transfer scenarios.
**Incident Transfer Behavior**
When incidents move between tenants:
1. Destination tenant’s auto-assignment configuration is applied
2. SLAs, priority matrix, and deadlines are recalculated
3. If destination tenant has **On Creation & Transfer** enabled → Analyst is auto‑assigned
4. If NOT enabled → Incident remains in **New** state, assigned only to workgroup
#### Round-Robin Assignment
Round-robin assignment is a systematic approach to allocating tasks or workload among team members. In this method, Incidents or Service Requests are assigned in a circular fashion, starting from the first team member, and proceeding through the sequence until each member has received a task. Once all team members have been assigned an incident, the cycle begins again, ensuring an equitable distribution of workload.
**Benefits of Round-Robin Assignment**
1. **Fair Workload Distribution**: Round-robin assignment ensures that each team member receives an equal number of incidents over time, promoting a sense of fairness within the team.
2. **Improved Team Collaboration**: By involving all team members in handling incidents, round-robin assignment encourages collaboration and strengthens the team's overall performance.
3. **Prevents Overloading**: The cyclical nature of round-robin assignment prevents individual team members from being overwhelmed with incidents, reducing the risk of burnout and maintaining productivity.
4. **Transparent and Accountable**: Round-robin assignment offers a transparent approach to task allocation, making it easier to track and manage incidents, promoting accountability within the team.
**Implementing Round-Robin Assignment**
Round-robin assignment can be executed manually or through automated software tools. The choice depends on the team's size, complexity of incidents, and the available resources. Below are the two primary approaches:
**Manual Round-Robin Assignment:**
1. **Establish a Rotation Order**: Determine the order in which team members will receive incidents. This order can be based on seniority, random selection, or any other agreed-upon method.
2. **Incident Distribution**: As incidents come in, assign them to team members according to the predefined rotation order. Ensure proper documentation to keep track of assignments.
3. **Managing Exceptions**: In certain situations, some team members may be unavailable or need to skip their turn. Ensure clear communication and a backup plan to address such exceptions.
**Automated Round-Robin Assignment:**
1. **Define Assignment Rules**: Configure the software to assign incidents based on the round-robin methodology. Set the initial sequence, and the system will automatically handle future assignments.
2. **Monitor and Optimize**: Regularly monitor the incident distribution to ensure the system is functioning correctly. Make adjustments as needed to maintain an optimal balance.
**Tenant Based Round Robin Configuration**
To select Round Robin as one of the assignment types for assignment of incidents, perform the following steps:
1. Navigate to **Admin** > **Infrastructure** > **Tenant** > Select the **Tenant** > **Configure** **Details** > Select **Enable** **Auto**-**Assignment** **of Incidents.**  Figure: Enable Auto-Assignment of Incidents
2. Once you select **Round** **Robin** from the dropdown, a note will be displayed “If selected, incident would be assigned to all the available analyst on round robin basis.”
3. There will be another field “**Do not Assign Tickets for the Status**”, where you can select the status for which the tickets should not be assigned. Figure: Do not Assign Ticket for the Status dropdown.
> [!NOTE]
> Note:
>
> If all the analysts are in above defined status, then the tickets received should be assigned manually
**Workgroup Based Round Robin Configuration**
When Auto assignment occurs at the Tenant Level, it is automatically applied to all Workgroups. However, there could be instances where a specific Workgroup requires a distinct Auto assignment logic compared to the Tenant. Therefore, to enhance flexibility, an option has been introduced to choose the Assignment type at the Workgroup level too.
To configure Round Robin at the Workgroup level, perform the following steps:
1. Navigate to **Admin** > **Infrastructure** > **Workgroup** > Select the **Workgroup** > **Configure** **Details** > Select **IM Module Auto Assignment Type.** .png)Figure: IM Module Auto-Assignment Type
2. After you select Round Robin from the dropdown, there will be another field “**Do not Assign Tickets for the Status**”, where you can select the status for which the tickets should not be assigned. .png)Figure: Do not Assign Ticket for the Status dropdown
> [!NOTE]
> Note:
>
> If all the analysts are in above defined status, then the tickets received should be assigned manually.
Similarly, for **Service** **Request** Module, on the same screen, you can select **SR Module Auto Assignment Type** as shown below. For SR Module, auto-assignment is only done for SRs created and not SR transferred. .png)Figure: SR Module Auto Assignment Type
#### Use Cases
**Use Case 1: Transfer where Destination Tenant Has Auto‑Assignment Disabled**
- **Source:** IT (On Creation Only, Load‑Based)
- **Destination:** HR (Disabled)
- **Outcome:**
- No auto‑assignment
- Incident enters HR in **New** state, assigned only to workgroup
---
**Use Case 2: Both Tenants Have Auto‑Assignment for Transfer**
- **Source:** IT (On Creation & Transfer, Load‑Based)
- **Destination:** HR (On Creation & Transfer, Round Robin)
- **Outcome:**
- HR assigns analyst using **Round Robin**
- Destination tenant’s algorithm always takes priority
---
**Use Case 3: Source Tenant Has Auto‑Assignment but Destination Does Not**
- **Source:** IT (On Creation & Transfer, Load‑Based)
- **Destination:** HR (Disabled or On Creation Only)
- **Outcome:**
- Incident moves to HR workgroup but **no analyst** is assigned
- Incident remains in **New** state
---
**Use Case 4: HR → IT Transfer With Different Configurations**
- **Source:** HR (Disabled)
- **Destination:** IT (On Creation Only, Load‑Based)
- **Outcome:**
- Auto‑assignment does **not** trigger (destination only triggers for creation)
- Incident remains **New**
---
**6. Steps for Analysts & Administrators**
---
**6.1 Configure Auto‑Assignment (Administrator)**
To configure auto-assignment, perform the following steps:
1. Log in to the Apex application as an Admin.
2. Navigate to **Admin → Tenant-Level Configuration.**
Filters dialog box is displayed.
1. Select the domain and click **Submit**. The Tenant list page is displayed. Figure: Tenant List
2. Click the relevant Tenant name. The Tenant Details page is displayed. Figure: Tenant Details page
3. Click **Configure Details** setting on the right side.
The General and Incident Closure screen is displayed.
1. Locate the setting: **Enable Auto Assignment of Incidents.** 
2. Select one of the following options:
- **On Creation Only:** Auto assignment to an Analyst is done only for Incidents 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 Incidents created, plus the incidents getting transferred from one tenant to another. Based on the Assignment Type (Load Based or Round Robin), the analyst is assigned the newly created incidents or incidents transferred.
3. Choose assignment algorithm:
- **Load‑Based**: Instead of assigning incidents sequentially or randomly, the system evaluates, Analyst workload and Analyst Skill Set (capability).
- **Round Robin:** Round Robin is a simple and fair incident‑assignment method where incoming incidents are distributed sequentially among a predefined group of analysts.
Each new incident is assigned to the next analyst in line, and once the last analyst receives a incident, the system loops back to the first—continuing in a circular pattern
1. Click **Submit** to save the configuration.
Once configured, all incoming incidents (new or transferred) follow the chosen rules.
- Default mapped mode = **On Incident Creation Only** **Example of Incident Transfer and auto-assignment of Analyst** As shown in the following screen, an Incident is auto-assigned to analyst based on load-balancing of tickets when incident is tranferred from IT Deparment to HR Department. 
Figure: Change History - Auto-assign incident to Analyst when Incident transferred from IT to HR
**Summary**
This enhancement ensures seamless and intelligent distribution of incidents across tenants and analysts. By introducing **transfer-based auto‑assignment**, the platform eliminates queue stagnation and enforces timely ownership—benefiting analysts, team leads, and administrators alike.