Configure Urgency
  • 09 Aug 2023
  • 1 Minute to read
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Configure Urgency

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Article summary

Upon applying urgency and impact levels, IT service management teams can deliver more effective and efficient support to their internal customers, leading to increased productivity and overall satisfaction within the organization.

To configure Urgency, perform the following steps:

  1.  Log in to the application.

  2.  Navigate to Design Studio > Service Management > Work Order > Configurations > WO SLA Configs > Urgency.
    The Configured Urgency list is displayed.
    Figure: Urgency list

  3.  Click New.
    The Urgency configuration page is displayed.
    Figure: Urgency Configuration

  4.  Enter the appropriate values in the required fields.

    Refer to the following table for the field description: 
    Field Description 
    Tenant Specifies the Tenant name.
    WO Urgency Mentions the Urgency of the work order.
    Description  Describes the Urgency of the Work Order.
    Note
    Level of Impact and timeframe within which a resolution is required to address a Work Order. Enabling respective teams to prioritize their response based on the urgency of the issue. 
    Sort Order Specifies a value to set the sorting position in the WO Impact list section or WO Impact drop-down inside the Group across the Application.
    Note
    The Sort Order field accepts values from 0 to 999. The Urgency is executed alphabetically on the pages irrespective of the number of Urgencies that are configured with the same Sort Order or without any sort order.
    Example
    • If Urgency 1 (High) is configured with
      sort order value 1
    • Urgency 2 (Very High) is configured with
      sort order value 2.
    Urgency 1(High) is placed on Urgency 2(Very High) across all the pages. 
    Active Indicates that the configured Urgency is Active on all the pages wherever it is been used.
    Default Indicates if the WO Urgency is set as Default then this value will be considered as Default value when used across the pages.

  5.  Click Save.
    The configured Urgency is displayed on the Urgency list.
    Figure: Urgency List

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