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    Urgency
    • 24 May 2024
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    Urgency

    • Updated on 24 May 2024
    • 1 Minute to read
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    Article summary

    Urgency defines the degree of importance of an Incident. It is a measure of how quickly incident resolution is required. 

    Let's explore the following use case.

    Use Case
    User Persona: Administrator
    Solution
    NovaTech has an important system that the corporation uses to execute financial transactions that has gone offline, and the incident has had a substantial impact.
    		To resolve this, the Administrator configures the Urgency feature for the Analyst to identify the level of impact and determine the time sensitivity of the incident. Based on the urgency thus evaluated, the Analyst can prioritize response efforts and communicate the urgency to stakeholders.

    Configure Urgency

    1.    Navigate to Design Studio > Module > Configuration > SLA Configuration > Urgency. The admin can view the list of all configured Urgency. To learn more about managing the list page navigate to Manage Urgency. 

    Figure: Urgency

    2. Click New on the right side of the page to configure a new Urgency. The following page is displayed. 

    Figure: Urgency New

    FieldDescription
    Tenant*A Tenant is similar to a Department within an organization that provides support related to an IT or facility.  For example:  IT, HR, Facilities etc. For example:  IT, HR, Facilities etc. 
    IM Urgency NameEnter the name of the IM Urgency. This is useful for determining the level of impact and required resolution timeframe for Incident. 
    DescriptionSpecify a brief description of the Urgency. The description is provided in addition to the urgency name to give an understanding of the urgency of the Incident. 
    Sort OrderType 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. 
    DefaultSelect 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.


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