- 31 Jul 2025
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Incident Details
- Updated on 31 Jul 2025
- 29 Minutes to read
- Print
- PDF
In-App AI Features
Incident Details for an Analyst is packed with AI functionalities, where the user can use the AI features to deliver the best possible service to the customer.
Following are the Gen AI and Predictive AI Capabilities provided to the Analyst on the Incident Details page.
Figure: AI Features on Incident Details page
The following table provides the various states of an Incident with the AI functionality.
New | Assigned | In-progress | Pending | Resolved | Pending Approval | Closed | Cancelled | |
---|---|---|---|---|---|---|---|---|
Generate Insights | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Risk of Escalation and SLA Management | ✅ | ✅ | ✅ | ✅ | ✅ | |||
Generate Major Incident Summary | ✅ | |||||||
Generate Resolution Summary | ✅ | ✅ |
Note
User cannot generate Resolution Summary, when the Incident is in Pending Approval stage.
1 Generate Insights
Utilizes the Generative AI capability by generating the Incident summary for the Analyst, that include Incident Summary, Investigations and Interactions performed, Sentiment, Suggested Knowledge Articles and AI Suggestions. For more information, refer Generate Insights.
Click Generate Insights to view the Incident Summary.Figure: Generate Insights
2 Generate MI Summary
Generates Insights for Major Incidents. These recommendations are based on the analysis of the root cause and the resolution process, ensuring continuous improvement in incident management practices. For more information, refer Major Incident Summary.
Note
You can Generate MI Summary after entering details in the Solution field.
Click Generate MI Summary to view and copy the content to a clipboard or print.
Figure: Major Incident Summary
Note
If the Solution field is empty, then you cannot generate MI Summary, a message is displayed as below in the following image.
Figure: Major Incident Summary Message
3 Risk of Escalation and SLA Management
Is the Predictive AI feature provided to represent the probability that an incident will need to be escalated to meet SLA deadlines. Based on current and historical data patterns. For more information refer, Risk of Escalation and SLA Management.
Response SLA Prediction: Evaluates the probability that the incident will not receive an initial response within the agreed timeframe.
Resolution SLA Prediction: Assesses the likelihood that the incident will not be fully resolved before the resolution deadline.
4 Generate Resolution Summary
This functionality ensures that analysts can quickly generate detailed and accurate resolution notes without spending excessive time on writing and editing. For more information, refer Resolution Summary.
Click Generate Resolution Summary.
The summary is generated with the details below.
Resolution Summary: This section contains Symptom and Description.
Investigations and Interactions Performed: Consists of the investigation on the issue and workaround performed to fix the issue.
Figure: Generate Resolution Summary
User is prompted with Override the Solution and Append to the Solution options. When user selects Override the Solution, previously added content will be removed and replaced with the generated content. If user selects Append to the Solution, the generated content is integrated to the existing content.
To add to the resolution summary, click Append to the Solution.
Previously, the field did not contain any content text hence Append action will add the resolution summary to the Solution field.
Figure: Generate Resolution Summary
Updating Incidents - Various Actions
You can view, or modify the general details of an Incident, maintain user logs and Workgroup logs, establish Parent and Child Relationship, type in additional information as configured by the Administrator, add Partner information and Checklist, and see other related Incidents, or Change Records (CRs).
Note
You can view/modify Incidents from other Workgroups if you are configured as a Power User.
View or update Incident details
View or update the Incidents assigned to your Workgroup or assigned to you.
Select the Incident ID of the Incident that you want to view or update. The basic information about the Incident is displayed in the left column of the Incident ID page.
View the Incident details or make the changes, if required.
Click Submit to save the changes.
Add KRs Using Resolved Incidents
You can add the resolved Incidents to the Knowledge Base (KB). When the status of the Incident is changed to Resolved, under the General tab of the Incident ID page, select the check box, Add to KB. The Incident details are copied to the Knowledge Base as a Knowledge Record (KR). On clicking Submit a new Knowledge Record page is opened. Validate the details and click Submit. The KR needs to be authorized, approved, and published before it is available to the End Users and the other Analysts (as per specified user access).
Figure: Incident Details - Adding Resolved Incidents to KB
Schedule Incident
You can schedule Incidents by specifying the Schedule Date under the General tab of the Incident ID page. For more information about scheduling Incidents, see GENERAL tab in this same page.
Change Incident Status
The status of the Incident in green color indicates the current status of the Incident. To change the status of the Incident, click the appropriate status, and then click Submit.
Cancel Incident
You can also cancel the Incident by clicking the CANCELLED status on the Incident ID page. This option should be enabled by the Administrator to allow cancellation of Incidents. On canceling an Incident, all the Work Orders created for the Incident are also auto-canceled.
Log Effort
When you are working on an Incident, you can log the time spent in analyzing and resolving the Incident. You can log the time spent on the Incident, manually or by using the Stopwatch option.
Manually: Click Update under the Efforts section. Fill in the number of Days, Hours, and Minutes spent on the Incident under the Communication tab under the Private Log section.
Using Stop Watch: Click Start under the Efforts section while starting the task and then click Stop when you finish working on the Incident. The Effort is automatically calculated.
Various Sections of the Page
This section explains the various sections of the INCIDENT ID page.
Figure: Incident Detail Page
Section 1
On clicking the down-arrow next to the Incident ID, the following options are available:
Create Work Order
Create Service Request
Create Change Record
Create Problem Record
Figure: Incident ID
Section 2
See: Measuring Effort
Section 3
Following are the icons and links in this section that you can use to perform specific actions:
Field | Description | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to chat with the Caller. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to view the chat history details associated with the Incident. It displays the name of the user (User), the message (Message), and the date and time when the message was sent (Time Stamp).
| ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates about the Incident. Figure: Address Book pop-up | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the Incident. Figure: Notification Method Pop-up | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to change the Caller of the Incident. Select the Change Caller option and type in the user name in the Change Caller text box. You can also select a user by clicking the Search icon and typing in the user's name in the Search User pop-up. Figure: Change Caller | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to view the Caller's asset and link the Incident to an Incident, Change Record, Service Request, Problem Record, Work Order, and so on. Figure: Relationship popup | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Click this icon to view the Category-wise distribution of the Incidents logged by the user. Figure: User Incident History popup The following table describes the fields on the User Incident History popup:
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| Click this icon to request Remote Desktop Sharing session. Figure: Remote Desktop Sharing (Basic) pop-up Figure: Remote Desktop Sharing (Advanced) pop-up The following table describes the fields on Remote Desktop Sharing pop-up:
|
Section 4
This section displays the possible status values of an Incident. The current status of the Incident is indicated with a green highlight color. You can also change the status of the Incident.
If the incident status is Pending Approval, there will be one more workflow section on Incident ID details page. A sample screenshot is shown below:
Figure: Incident Detail Page (Workflow Section)
This section displays the approval workflow of the incidents for which the status is Pending Approval. The workflow displays the total number of approval levels along with the status of the approval level. Available statues are as follows:
Completed - The Completed status indicates that the Approval is done by the approver. The Completed status of the workflow is indicated with a green highlight color.
For Example: The following diagram displays the following information:
Level | Information |
---|---|
Level 1 | Level 1 approval is completed and highlighted in green color. |
Level 2 | Level 2 approval is pending and it will be without highlight. |
Figure: Workflow
Pending - The Pending status indicates that the Approval is pending from approver.
Approved - When all the approvals are done then the workflow status will be "Approved" and all the boxes will be highlighted as green. Also, the Incident Status will be changed to Closed. A sample screenshot is shown below:
Figure: Approved Status
Section 5
These are the various tabs available on the Incident ID page.
General | Communication | Checklist | Relationship |
Troubleshooting | Vendor Information | Additional Information | Service Automation |
Note
The asterisk mark on the tab indicates that there are some mandatory fields, which must be filled in.
The orange color dot on the tab indicates that relevant information is available under the tab.
The numbers on the Relationship tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the Incident is related.
The tab for which information is currently displayed on the Incident ID page appears with a grey color background.
General
You can provide general information about the Incident, such as assigned Workgroups, assigned Analyst , Response Time, ETR (Expected Resolution Time), Solution, and so on under the General tab.
Figure: General tab
The following table describes the fields under the General tab:
Field | Description | ||||||||||||||
CLASSIFICATION | |||||||||||||||
Urgency | Search and select the Urgency level from the list to indicate the Urgency of the Incident. | ||||||||||||||
Priority | Search and select the Priority from the list to indicate the Priority for the Incident. This drop-down list may be read-only based on the matrix configuration. However, if the Administrator has selected the check box, Allow Workgroup Owner to Edit Priority, you can still edit the Priority of the Incident if you are the Workgroup Owner of the Workgroup to which the Incident belongs to. | ||||||||||||||
Impact | Search and select the Impact from the list to indicate the Impact of the Incident. | ||||||||||||||
Classification | Lists the various Classifications under which the Incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list page is displayed. You can use the Expand icon to view the sub classifications in the Classification tree. Select a Classification that you want to associate with the Incident. Click to clear the field. | ||||||||||||||
Category | Lists the various Categories under which the Incident can be considered for resolution. To select the Category, click the Search icon. The Category list page is displayed. You can use the Expand icon to view the sub categories in the Categories tree. Select a Category that you want to associate with the Incident. Click to clear the field. | ||||||||||||||
Major Incident | Select the box to mark the Incident as Major Incident. | ||||||||||||||
Tag | Tags are the labels that you can create and/or link with the records. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner. Search and Select the Tag to which you want to associate the Incident. The Tags are displayed under the following categories:
Note
Add New Tag Perform the following steps to create a new Tag:
Edit Existing Tag Make sure that the tag is not linked to any module. If the Tag is linked to any modules, you can only edit the value of Expiry Date attribute. To edit the existing Tag value from the details page, perform the following steps:
| ||||||||||||||
ASSIGNMENTS | |||||||||||||||
Workgroup | Select the Workgroup to which you want to associate the Incident. | ||||||||||||||
Sub Workgroup | Select the Sub Workgroup to which you want to associate the Incident. If a Sub Workgroup is selected, the Analysts belonging to the selected Sub Workgroup receive the notification e-mails.
| ||||||||||||||
Schedule Date | Click the Calendar icon to select the scheduled date and time for the Incident (scheduling Incident). | ||||||||||||||
Assigned To | Select the Analyst to whom you want to assign the Incident. Click the Analyst icon to view the workload of the Analyst. It displays the number of Incidents and Work Orders assigned to the selected Analyst along with their status in the Analyst Workload pop-up. Following statuses are available in the Availability Status drop-down field on the MY PROFILE page.
OnlineBy default, after a successful login into the Application, the Availability Status is auto-set to Online and a green dot is displayed on the Profile icon. A different status is displayed when the Analyst modifies it to another status. Note: The Availability Status of an Analyst is Online when the Analyst is logged into the Application using the SummitAI Mobile App. AwayThe Away status is displayed on the Profile icon in the following scenarios:
OfflineThe Offline status is displayed on the Profile icon in the following scenarios:
Historic Data button is available on the Analyst Workload pop-up window. By clicking upon this button a ANALYST STATUS REPORT pop-up is displayed as follows. Figure: ANALYST STATUS REPORT pop-up Following details are displayed on the ANALYST STATUS REPORT pop-up:
The time is displayed in HH:MM format. You can see the list of analysts who belong to a specific workgroup and their availability status in real time along with their ticket assignment and workload. The analysts who belong to a selected workgroup are displayed on the ANALYST STATUS REPORT pop-up. Note: The Historic Data button on the Analyst Workload pop-up is available only for Workgroup owners. Analysts from other workgroup cannot view it. Historic Data button is available only if the particular ticket is unassigned and its status is New or Assigned. Example, if the ticket is in In-Progress status then the Historic Data button is not displayed when you click on the Assigned To field. | ||||||||||||||
Service Window | Specify the Service Window details. | ||||||||||||||
Response SLA | Displays the Response SLA date and time. Within the displayed time the Incident should be responded.
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Resolution SLA | Displays the Resolution SLA date and time. Within the displayed Resolution Time the Incident should be Resolved.
Note: If you change the status to Pending the time and date values are cleared. The SLA clock stops when the incident status is changed to Pending.
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Violation | Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the Violation is Yes, you need to provide a reason. See Screen Shot.
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EXPECTED TIME TO RESOLVE (ETR) | |||||||||||||||
ETR | Click the Calendar icon to select the expected time to resolve the Incident. If your are updating the ETR, you need to provide a reason.
| ||||||||||||||
Remarks | Specify the Remarks. | ||||||||||||||
SOLUTION: This section is displayed only for a resolved incident. | |||||||||||||||
Solution | Specify the solution provided to resolve the Incident. | ||||||||||||||
Resolution Code | Select the Resolution Code for the Incident from the list. | ||||||||||||||
Add to KB | Click the check box to add the resolved Incident as a KB Record. |
Communication
You can share the user log with the End User as comments under the Communication tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click Submit . The Private log can be updated by the individuals working on the ticket. The private logs are for internal support teams and workgroups and are not available or visible to end users. Also, the follow-up can be recorded based on the number of times the End user followed-up with the Analyst.
Figure: Communication
The following table describes the fields under the Communication tab:
Field | Description |
USER COMMUNICATION | |
Template | You can select a template from the list for user communication. |
User Communication | Type in the Incident information that you want to share with the End User through an e-mail. |
PRIVATE LOG | |
Actual Efforts | You can log in the actual effort required for the Incident. |
Analyst Internal Communication | Type in the Incident information that you want to share with other members of your team or the members of other related Workgroups. The information updated in the private logs are not sent to End Users or Callers. |
FOLLOW-UP DETAILS | |
Record End User Follow-up | If this check box is selected, the number of times the End user followed-up with Analyst is recorded. |
Follow-up Count | Displays the total number of Follow-ups. |
Remarks | Specify the follow-up remarks. |
ATTACHMENTS | Click the Upload icon, choose the file you want to attach and click Open. Click Submit. Note:
|
Note
You can view the e-mail communications under the Attachment section.
You need to update information under the Communication tab and the Private Log is mandatory if the Incident is transferred to a different Workgroup or the status is changed.
Checklist
There may be a list of actions you need to perform before resolving an Incident. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the Incident. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.
Figure: Checklist
Relationship
You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the Incident using the Link list under the Relationship tab. You can also create new Incidents, PRs, SRs, and so on to link to the Incident using the Create list.
To link any module to an Incident:
Click the module name in the Link drop-down list. The Relationship pop-up page is displayed.
Figure: RELATIONSHIP tab
Enter the required details and click SEARCH.
Figure: Example of Relationship search filters
Select the record to be linked and click Link.
Figure: Example of Relationship search result
The linked record is displayed under the RELATIONSHIP tab.
Notes
If you create a Change Record (CR) from the RELATIONSHIP tab of the Incident page, the Incident cannot be closed until the CR is in Implemented status. This is applicable, if the check box, Linked CR Implementation Prevents Incident Closure, is selected by the Administrator. Notification e-mails are sent to the Incident Caller for each update of the CR.
If the Do Not Update Child Priority check box is selected, while Incident linking the Priority of the Child Incident is not changed to the Priority of the Parent Incident. In such a case, the configured Priority Matrix for the Parent Incident is not applicable for the linked Child Incident.
When a Child Incident is linked to a Parent Incident, the Response Time of the Child Incident is equal to the linked time.
If you link a Configuration Item topic in Configuration Management Database for which the SOP topic in SummitAI Platform is configured you can view the SOP details by clicking.
Figure: SOP Template
If you link a Configuration Item, for which SLA is configured, the Priority and SLA of the Incident changes as per the Priority and SLA configured for the CI. However, the SLA and Priority configured for the CI cannot override the SLA and Priority configured for a User Matrix.
Troubleshooting
You can see other open Incidents, similar Incidents, Knowledge Records (KR), Change Records (CRs) to better analyze and provide a quick solution to the incident under the Troubleshooting. You can view the list of Incidents, which are similar to this Incident to take necessary steps to resolve it.
Figure: Troubleshooting
The following table describes the fields under the Troubleshooting tab:
Field | Description |
SIMILAR OPEN INCIDENTS | Displays the open incidents, which have similar symptom as the Incident. |
SIMILAR CLOSED/RESOLVED INCIDENTS | Displays the closed/resolved Incidents which have similar symptom as the Incident. |
RELATED KNOWLEDGE ARTICLES | Displays the Knowledge Record associated with the Incident. |
POSSIBLE REMEDIATIONS | Displays the possible remedies for the Incident. |
POSSIBLE ROOT CAUSES | Displays the root cause of the Incident. |
RELATED CHANGE RECORDS | Displays the Change Records associated with the Incident. |
RELATED CONFIGURATION ITEMS | Displays the Configuration Items associated with the Incident. |
CURRENT ENVIRONMENTAL ISSUES | Displays the current environmental issues related to the environment. For example: If server or network in the environment is down, that information is available under this section. |
Vendor Information
You can provide details about any external Vendor who is related to the Incident under the VENDOR INFORMATION tab. You can add or view details of the external support where an external Vendor is involved. The external support details are not shared with the End User, but is added here for your reference. This tab is available if enabled by the Administrator.
Figure: VENDOR INFORMATION tab
The following table describes the fields under the VENDOR INFORMATION tab:
Field | Description |
Vendor | Lists the configured Vendor. Select the Vendor name from the list. |
Location | Type in the location of the Vendor. |
Configuration Item | Lists the mapped CIs for the Partner Incident. Select a Configuration Item from the list. |
Service Name | Select the Service Name from the list. |
Contact Person | Displays the name of the person who had helped to resolve or in providing the information of the customer Incident. |
Incident ID | Type in a unique identification number of the Vendor Incident, which is logged by the Vendor in relation to an Incident. After you enter the Vendor Incident ID, it is mandatory to specify the Start Date and Status details. |
Urgency | Lists the configured Urgency options. Search and select the Urgency option from the list. |
Impact | Lists the configured Impact options. Search and select the Impact option from the list. |
Priority | Lists the configured Priority options. Search and select the Priority option from the list. |
Underpinning Contract | Lists the mapped Underpinning Contract options for the Vendor Incident. Select the Underpinning Contract from the list. The selected Underpinning Contract defines the SLA for the Incident. |
Status | Search and select the status from the list. |
Start Date | Specify the date and time on which the Vendor Incident is initiated. Click the Calendar icon to select the start date of the Vendor Incident. |
Resolution Deadline | The Resolution Deadline is auto-populated based on Urgency, Impact, Priority, Underpinning Contract, and Status values. |
End Date | The End Date is captured automatically when the Vendor Incident Status is changed to Resolved. |
SLA Violated | Displays the SLA status for both response and resolution time as violated or not.
|
Solution | Specify the solution that is provided to resolve the Incident. |
Note
On selecting the Vendor in the Vendor drop-down list, the configured Underpinning Contract options are populated in the Underpinning Contract drop-down list.
Additional Information
You can document the additional information about the Incident under the Additional Information tab. Based on the organization’s needs, the Administrator configures the information to be displayed under this tab. OLA details are also displayed under this tab calculating OLA and OLA violation whenever the Incident is transferred between the Workgroups (based on OLA configuration in the SLA). Both the Source Workgroup (The Workgroup from which the Incident is transferred) and Target Workgroup (The Workgroup to which the Incident is transferred) should be configured in the OLA contract to capture these details.
Figure: ADDITIONAL INFORMATION
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the INCIDENT ID page.
Change History
Click CHANGE HISTORY to view the changes that occurred on the Incident, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Incident.
Figure: CHANGE HISTORY pop-up page
The following table describes the field on the CHANGE HISTORY page:
Field | Description |
Column Name | Displays the name of the field from the Incident page that is changed. |
Change Date | Displays the latest date and time at which the Incident details was changed. |
Changed By | Displays the name of the person who has changed or edited the Incident details. |
Old Value | Displays the old value of the field and is changed to a new value. |
New Value | Displays the current value of the field. |
Incident Flow | Displays the Incident flow details. |
Mail History | Displays the mail history details of the Incident. Click the link More to view complete conversation details that occurred between the User and the Analyst. You can also view the list of Recipients who have disabled the E-mail notification. |
Effort History | Displays the time spent on by Analysts on the Incidents. |
Elapsed Time By Workgroup | Displays the time spent on the Incident by the Workgroup on the Incidents. |
Knowledge Base
Click KNOWLEDGE BASE to view the KNOWLEDGE BASE pop-up page with the following fields:
Figure: Knowledge Base Pop-up
LOOKING FOR AN ANSWER: The Symptom of the incident is automatically picked up and search for Knowledge Records. Also, Knowledge Record can be queried out by keying in the exact word as configured in “Knowledge Details” screen.
KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident. This helps in easy search of more relevant KRs and using them for resolving the Incidents. Click a Knowledge Record link to view the Knowledge Record details on a new browser tab.
Figure: KNOWLEDGE RECORD DETAILS page
Various sections of the KNOWLEDGE RECORD DETAILS page:
Rating KRs
You can provide feedback for a KR by clicking the stars and typing in your remarks. Click SUBMIT to save your feedback and remarks.LOOKING FOR AN ANSWER
You can search and view the Knowledge Records using the LOOKING FOR AN ANSWER field on the KNOWLEDGE RECORD DETAILS page. The selected Knowledge Record is displayed with a grey color background.RECENTLY VIEWED
You can view the list of last five recently visited Knowledge Records under the RECENTLY VIEWED section.
Note
If a Knowledge Record is configured as a public article (For more information about Public Article, the Knowledge Record can be shared with a user even if the user does not have any access to the SummitAI application. The Public Knowledge Records open in a new tab on your browser and not as a pop-up page within the Application.
Copy Incident
Click COPY INCIDENT to copy details from an existing Incident to this Incident. The details from the Incident are copied to the new Incident.
Figure: COPY INCIDENT pop-up page
Send Email
Click SEND E-MAIL to send e-mails to Workgroup, Workgroup Owner, assigned Analyst, or Caller.
Reminder
Click REMINDER to set up a reminder for the Incident. You can specify the date for the reminder (Date). You can select the users who should be sent the reminder (Notify Users and Other Users). You can also trigger to create a new Incident (Create Incident check box).
Figure: Reminder pop-up page
Convert to Request
Click CONVERT TO REQUEST to convert an Incident to a Service Request as per the configurations made by the Administrator.
Manually Resolve Incident (The Incident and the Service Request need to be resolved individually)
Auto Cancel the Incident (The Incident is cancelled automatically after the Service Request is created and the Service Request need to be resolved manually)
Auto Resolve Incident (The Incident will be resolved automatically when the Service Request is resolved)
Based on the option selected (from the above listed options) by the Administrator during the Tenant configuration, an appropriate message is displayed to you. Click OK to create the Service Request. You can specify the SR details on the LOG SERVICE REQUEST page. For information about logging SRs for Users, see Logging Service Requests for Users.
Audit Flow
Click AUDIT FLOW icon to view a pictorial representation of the audit flow. For more information about Audit Flow, see Audit Flow.
Figure: Audit Flow page
Communication History
Click COMMUNICATION HISTORY icon to view the different types of communications, such as User Communication, Private Log, System Generated E-Mails, Chat History, and Mails sent via Send E-Mail.
Figure: COMMUNICATION HISTORY pop-up page
Section 1 - Incident Details
This section includes the Incident Details such as:
Incident ID
Incident Caller Name
Incident Logged Time
Section 2 -Filters
This section includes the various filter options such as:
ALL - Select this check box to view all communications in section 4 (Content Display Area).
User Communication - Select this check box to view user communication mails (To and From the interaction between Analyst and End User) related to the selected incident.
Private Log - Select this check box to view the information shared with the other team members or other Workgroup members through an e-mail.
System Generated E-Mails - Select this check box to view all the System Generated E-Mails such as Incident Assigned, Incident Pending, Incident Reminder, and Incident Resolved
Chat History - Select this check box to view the conversation that happened between the Analyst and End User.
Mails sent via Send E-Mail - Select this check box to view the E-Mails sent via the Send E-Mail option.
Section 3 - Search
This section includes various actions such as:
Search Communication History textbox
You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via "Send E-Mail", and Approval Information) and display the communications which have these keywords.Sort
Sort
(Ascending)- Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order.
Sort
(Descending)- Click this icon to view all the line items in section 4 (Content Display Area) in Descending order.
Expand All/Collapse All
Expand All
icon - Click this icon to expand all the line items in section 4 (Content Display Area).
Click More to view the complete email as shown below.
Collapse All
icon - click this icon to collapse all the line items that are expanded in section 4 (Content Display Area).
Section 4 -Content Display Area
Attachments
To view attachments, click the Expand icon. Once the line items expanded, the Analyst can see the email Body and Attachments. Click the attachment name to view the attachment in new tab.
Templates
Click TEMPLATES to select a Rule from the TEMPLATES pop-up page. Select a Rule from the list and click SUBMIT. Using the configured Rules you can quickly update the Incidents without the need to re-enter all the values. The Rules are configured based on the commonly logged issues and values are entered in the Rules. When the Analysts come across an Incident similar to the defined Rule, they can select the Rule and all the values defined in the Rule are auto-populated. This saves time and also reduces the possibility of making mistakes. The Rules prefixed with [Auto] mean that these Rules are auto-created by the application based on the resolved Incidents.
Figure: TEMPLATES pop-up page
Export to PDF
You can export section-wise Incident details in PDF.
To export Incident Details in PDF:
Click EXPORT TO PDF icon on the ACTIONS panel. The EXPORT TO PDF pop-up page is displayed.
Figure: Incident Details page
On the EXPORT TO PDF pop-up page, select the required sections.
Click Export.