---
title: "Configure Urgency"
slug: "configure-urgency-1"
updated: 2026-01-05T10:42:57Z
published: 2026-01-05T10:42:57Z
canonical: "help.symphonysummitai.com/configure-urgency-1"
---

> ## 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.

# Configure Urgency

**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:

1. Navigate to **Incident** > **Configuration** > **SLA Configuration** > **Urgency**.
2. Select **Department** and type in the new Urgency details. For more information, refer to [Field Description](/apex/docs/configure-urgency-1#field-description). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/urgency(3).png) Figure: Urgency
3. Click **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.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/urgency list.png) 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]
> 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.