Configure Checklist

Updated on 08 Aug 2025
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What is Checklist in Service Request Management?

A Checklist is a list of tasks an Analyst needs to perform at various stages of a Service Request. You can configure the Checklist and specify at what stages of an Incident or SR the tasks need to be performed. The Checklist is configured for a selected combination of Tenant, Status, Workgroup, and Category.

To configure Checklist, perform the following steps:

Navigate to Request > Configuration > Service Request Masters > Checklist.
Select Tenant under which the Checklist must be configured.
All the configured checklists are displayed.
Figure: Checklist
Click Add New icon in the Actions panel to configure a new checklist.
Enter all the the required details.
For information about the fields, refer Field Description.
Figure: Checklist
Click SUBMIT to create a new Checklist.
Configure Task Status is displayed.
Enter Status Name and click add icon to add the Status to the Status List. To edit already added Status double click on it.
Figure: Checklist
Click OK upon entering the details in the Task Section popup.
Figure: Task Status

Field Description

The following information describes the fields on the CHECKLIST page:

Status

Select Status from the dropdown, the list displays following Statues:

Assigned
Cancelled
Closed
In-Progress
New
Pending
Resolved

Upon selecting the Status from the dropdown, a list is populated.

Figure: Checklist

For more information, refer to the following Field Description

Field	Description
Sequence	Represents the sequence of the checklist for the selected Status and Catalog. This is a read-only field.
Checklist ID	The value gets auto populated after you create the Checklist. Displays the Checklist ID associated with every configuration. Note ID will help analysts with handy information, especially when managing the API calls during the integration of SummitAI with third-party applicatio
Task Name	Enter the Task Name.
Task Status	Select the status of task from the list: Not Applicable, Mandatory, or Optional. The Task Status value indicates if specifying the task status is mandatory, optional, or not applicable.
Remarks	Select the remarks status for the task from the list: Not Applicable, Mandatory, and Optional. The status of the Remarks indicates if providing remarks is mandatory, optional, or not applicable.
Active	Indicates the status of the Checklist. If selected, the Checklist is enabled for the selected combination of Status, Workgroup, and Category for a Tenant. If not selected, the Checklist becomes an inactive value and is not applicable till made active.
	Click Add New icon to add another Task.

Field	Description
Status	Select the status from the list. For more information, refer to Status as explained in the previous section.
Workgroup	Select Workgroup from the list.
Category	Select Category from the list.
Catalog	Select Catalog from the list.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured checklist for the selected Tenant.

Figure: CHECKLIST page

List page is displayed

Figure: List

Note
When the Checklists are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click IMPORT to update or create multiple Checklists, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the CHECKLIST page. For more information see Importing Master Template in SummitAI Platform.

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