Manage Urgency

View

You can view the list of configured Urgency values for Problem Records using following options:

• Grid
• Filters
• Search

To view the list of configured Urgency values and view any specific Urgency value, perform the following steps:

1. Navigate to Service Management.
2. Select Module > Problem > Configurations > Problem SLA Configs > Urgency.
3. The Urgency list page is displayed. A sample screenshot is shown below:
   Figure: Urgency - List Page
   A specific list of Urgency can be viewed based on applied filters or search criteria.
4. Click icon to view the details of the configured Urgency.
5. The Urgency ID details page is displayed. Click Cancel to close the details page and return to the Urgency list page.
   Figure: Urgency details page
6. Click icon to view the Urgency in a new tab or in a new window.
   
7. The Urgency details page is displayed. Click Reset to clear all the filed in details. Click Cancel to exit the process and go back to the list page without making any changes. Click Save to save the updated information on the Urgency details page.

Grid

Manage how you want to view the list of configured Pending Reasons using two different views.Figure: Grid and list view

To view the configured Urgency list page in different views, perform the following steps. 

1. On the Urgency list page, click Grid icon on the top right corner just above the list of forms. It displays all configured Urgency values in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the Urgency list page, click List icon on the top right corner just above the list of forms. It displays all configured Urgency in a list view.

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can focus on the required data with better analyzation. You can apply filters on individual columns as well as per your requirement.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with individual column. A sample screenshot is shown below:
   Figure: Filters - Individual Column
   
   
2.  Specify the filter criteria based on your requirement. A sample screenshot is shown below:
   Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

You can change which columns will appear on the Urgency list page in which order by clicking icon.
Figure: Show columns

You can drag the column up and down as per the requirement to reorder the display of columns.
Figure: Sort columns

Add or remove the columns to be displayed on the Urgency list page by clicking on the checkbox next to the columns. (Refer the below sample screenshot)
Figure: Add columns - list page

Click Save to save the new view of columns for the Urgency list page. Click Cancel to revert all the changes made and close the pop-up. Click Clear All to remove all the applied column view settings.

Search

The Search function enables you to search the configured Urgency. You can click the search icon and type the specific Urgency ID or the description for the Urgency which you want to search. The application displays the result in the result section for the typed Urgency. A sample screenshot is shown below:

Figure: Search PR Urgency

Click X (close icon) to clear the searched criteria entered.

Edit

The edit Urgency value enables you to edit configured Urgency details based on the requirement.

To edit Urgency details, perform the following steps:

1. Navigate to Service Management.
2. Select Module > Problem > Configurations > Problem SLA Configs > Urgency. The Urgency list page is displayed.
   
3. Click the ID hyperlink to view the configured Urgency details for the Problem Record.
   Figure: Urgency ID Details page
   
   
4.  Update the required details on the Urgency ID details page and click Save to save the updated details. Click Reset to clear all the input details. Click Cancel to exit the edit page without making any changes in the Urgency ID details page.