Urgency represents the degree of importance of an Incident within the Incident Module. It helps indicate how quickly an issue needs attention — for example, whether a user’s reported issue is Critical, High, Medium, or Low in terms of time sensitivity. This value influences prioritization and can feed into priority and SLA calculations when incidents are processed.
To configure Urgency, perform the following steps:
Navigate to Incident > Configuration > SLA Configuration > Urgency.
Select Department and type in the new Urgency details.
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Figure: UrgencyClick SUBMIT.
A new Urgency value is configured.
Field Description
The following table describes the fields on the URGENCY page:
Field | Description |
|---|---|
Urgency | Type in a name for the Urgency. |
Sort Order | Type in a numeric value, which indicates the sequence number in which the Urgency will be displayed in the Urgency list on the configuration pages of the application. |
Default | Select this check box to display this Urgency value as the default Urgency value on the other pages of the application. |
Active | Indicates the status of the Urgency value. If selected, the Urgency value becomes an available option on the other pages of the application. If not selected, the Urgency value becomes an inactive value. The inactive Urgency values are not displayed in the Urgency list on the other pages of the application. |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the URGENCY page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the Urgency values configured for the selected Tenant.
Figure: URGENCY page: List of Urgency values
Urgency ID column in the LIST displays the ID associated with every configuration.
To edit an Urgency value, click the Urgency Name. Make appropriate changes and click SUBMIT.
To display the inactive Urgency values, click the Include Inactive check box.
Note
When the Urgency Configuration is displayed in the LIST then, ADD NEW and IMPORT actions are displayed in the ACTIONS panel.
Click ADD NEW to configure a new Urgency.
Click IMPORT to update or create multiple Urgency Configurations, 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 on the URGENCY page.