Configuring summary definitions for the Request Wizard

Use the Summary Definition form to configure predefined summaries of requests for the Request Wizard. The summary items that you configure are available from the Summary list on the Request Wizard. Requesters are then able to select from the list of summary items when creating their service requests. You need Summary Definition Config or Request Console Master permissions to configure summary definitions. Users in the Incident Config and Change Config permission groups automatically inherit Summary Definition Config permissions. Before configuring summary definitions, make sure that categorization values are configured. Categorization is configured on the Operational Catalog Setup form.

To configure summary definitions for the Request Wizard

1. From the Application Administration Console, select the Custom Configuration tab.
2. From the Application Settings list, choose Requester Console > Configuration > Summary Definition, and then click Open. 
3. In the Summary Definition form, complete the fields described in the following table:

4. Field name	Description and action
   Summary	Enter a summary of the request; for example, Reset Password.
   Summary Categorization	Enter or select a category for the summary; for example, Account Access. Use summary categorization to group the summaries in a meaningful way to people using the Request Console. In this example, a user making a request could select Account Access > Reset Password from the Summary list. The Account Access categorization might also be used for the Create New Account request.
   Company	Select the company to which this summary is available. If you want this summary to be available to all companies, including guest users, select Global.
   Request Type	Select the request type for this summary definition. Incident—Summary definitions belonging to the Incident type create incident requests. (You must have the Incident Management feature of BMC Service Desk installed.) Change—Summary definitions belonging to the Change type create change requests. (You must have the BMC Change Management application installed.)
   Impact	Select an impact for this summary definition. The impact depends on how your organization handles the different types of service requests. For example, the impact level of a service request for installing software on a single user's computer might be Minor/Localized, while installing software for a department or company might be Significant/Large or Extensive/Widespread.
   System Status	Select Active or Inactive.
   Tier 1	Select the operational category to which this summary definition belongs. For example, for a summary definition of Reset Password, the Tier 1 could be Infrastructure Service or Password. Category is associated with a company, so the category values that appear are those that are available to your company.

5. Fill in the optional fields described in the following table:

   Field name	Description and action
   Description	Enter a description of the summary definition.
   Tier 2 Tier 3	If your organization has defined two or three tiers of operational categories, you can further classify the summary definition. For example, for a Tier 1 of Infrastructure Service, the Tier 2 could be Passwords, and the Tier 3 could be Exchange Server.
   Define Keywords	Enter keywords for this summary definition. The keywords that you define are used to look up possible solutions for incidents from the solution database. (This scenario is true only if the Problem Management feature of the Service Desk application is installed and the solution database entry is set to the specific categorization value.) For example, for a summary definition of Reset Password, a possible keyword could be Password.

6. Click Save.