Manage Urgency

Managing urgency is paramount when configuring a work order in IT Service Management (ITSM) for several critical reasons. Firstly, it ensures that IT teams can swiftly identify and address issues that require immediate attention, minimizing the impact of critical incidents on business operations. This timely response is vital for meeting Service Level Agreements (SLAs) and satisfying customer expectations, as it reflects an organization's ability to prioritize and resolve urgent matters promptly. Furthermore, prioritizing urgency is instrumental in risk mitigation. High-urgency incidents often have the potential to escalate rapidly, causing more extensive and expensive disruptions if not addressed promptly. By managing urgency effectively, organizations can take proactive measures to mitigate such risks and prevent further complications.

Using the following widgets Urgency of a work order can be managed:

• View
• Edit

View

The view widget on the work order Urgency list page offers a comprehensive snapshot of an application. This widget presents a structured display that allows users to review details such as code names, descriptions, and associated attributes. By providing an organized and user-friendly interface, the view widget simplifies understanding and managing Urgencies in a work order. Additionally, the view widget aids in maintaining a standardized approach to using Urgency in a work order across the organization, thereby improving consistency and data-driven decision-making.

• Filter
• Search
• Export

Filter

Filters allow users to quickly locate specific Urgency based on criteria such as names, descriptions, or associated attributes. With a large number of Urgencies, filters help users manage and organize them effectively. Filters enable users to create customized views of Urgencies based on their roles or preferences, reducing visual clutter and enhancing usability.

To add a new Filter, perform the following steps:

1. Navigate to  Home > User Dashboard.
   
   
2. Select Application.

   Role selection dropdown list is displayed.

3. Select Administrator.

   The modules page is displayed.

4. Select Work Order.
   
   
5. Navigate to Configurations > WO SLA Configs > Urgency.

   A list of Urgencies is displayed.

6.  Select View.
   A list of views and an option to add a new view is displayed.
   
   
7.  Click Add New View.
   An option to add a new filter is displayed.
   
   
8.  Click Add Filter.
   Filter list is displayed.
   
   
9.  Select the Filter element.
   Choose the conditional operator for the filter element.
   
   
10.  Click Apply.
    The filtered list is displayed on the Urgency list.
    
    
11.  Select Save as New View.
    Define the view using a new name.
    
    
12. Enter View Name.
    
    
13.  Click Save.

Icon	Description
	Indicates Filter icon, if a number is pinned to the icon, it represents the count of filters applied.
	Indicates Pencil icon, that allows to edit the Filter on the View list.
	Indicates the Delete icon, which deletes the view. Upon deleting the following pop-up message is displayed. Click Delete. Figure: Delete View

Search

The search widget on the work order Urgency list page enhances accessibility and efficiency in managing Urgencies within an Application. This widget allows users to locate the specific Urgency by entering keywords,  names, or relevant attributes. By providing quick access to targeted information, the search widget streamlines associating the correct Urgency with the work order, contributing to accurate effective problem-solving. It also aids in analyzing trends, ensuring consistency, and maintaining an organized repository for improved service quality and operational excellence.

The search icon  option allows you to search for the relevant details from the list.

Export

The Export to Excel widget on the work order Urgency list page is a powerful tool within an application. This widget empowers users to extract the displayed Urgency data into an Excel spreadsheet format, enabling in-depth analysis and manipulation. By exporting to Excel, users can conduct thorough data examination, create custom reports, and perform trend analysis. This functionality enhances data-driven decision-making and supports reporting needs by providing a structured and versatile format for the information. Ultimately, the export to Excel widget contributes to improved data management, efficiency, and insight generation within the organization.

To export the list items to an Excel, perform the following steps:

1. Click Export Icon .
   The Export to Excel option is displayed.
   
   
2.  Click Export to Excel.
   Options for exporting the data are displayed.
   
   
3.  Choose an option between Export Current Page or Export All.
   
   
4.  The exported file is saved to your system.

Edit

Editing configured Urgency for a work order from the list is highly advantageous within an application. This functionality empowers administrators to modify and refine Urgency based on evolving needs and emerging trends. By offering the ability to edit, organizations can ensure that their Urgencies remain accurate and aligned with current practices, enhancing the precision and problem-solving processes. This feature also enables continuous improvement by adapting to changing scenarios and optimizing their relevance, ultimately leading to better categorization, improved reporting, and enhanced decision-making throughout the application's lifecycle.

To edit an Urgency, perform the following steps:

1. Navigate to  Home > User Dashboard.
   
   
2. Select Application.
   Role selection dropdown list is displayed.
   
   
3. Select Administrator.
   
   
4. Select Work Order as a module.
   
   
5. Navigate to Configurations > WO SLA Configs > Urgency.
   
   
6. Select WO Urgency.
   Configuration page is displayed.
   
   
7. Make the required changes.
   
   
8. Click Save.