Urgency
- 13 Feb 2025
- 2 Minutes to read
- Print
- PDF
Urgency
- Updated on 13 Feb 2025
- 2 Minutes to read
- Print
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
Urgency defines the degree of importance of an Incident. It is a measure of how quickly incident resolution is required. Urgency in incident management refers to how quickly an incident needs to be resolved to prevent further business impact. It helps determine the priority of an incident when combined with Impact.
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
To configure Urgency, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - 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
4. Click New on the right side of the page to configure a new Urgency. The following page is displayed.
Figure: Urgency New
| Field | Description |
|---|---|
| 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 Name | Enter the name of the IM Urgency. This is useful for determining the level of impact and required resolution timeframe for Incident. |
| Description | Specify 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 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.
|
5. Enter all the details and click Save.
Was this article helpful?