Overview
- 21 Mar 2024
- 2 Minutes to read
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Overview
- Updated on 21 Mar 2024
- 2 Minutes to read
- Print
- PDF
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Swiftly assess the level of Urgency of Problem Records for quick resolution!
Urgency refers to the level of importance or priority assigned to a Problem Record. It helps determine how quickly the IT service provider needs to respond and resolve the issue. Urgency is a critical factor in problem management as it influences the allocation of resources, the escalation process, and the overall handling of the problem.
User Persona: Administrator
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
ACME receives a Problem Record (PR) on a critical issue where an important server hosting a key business application has become unresponsive. The PR is causing significant disruption to multiple users, impacting their ability to perform essential tasks. ACME wants to assign a code to this PR that indicates its severity and criticality. | ACME's Administrator Fredrick can configure Urgency codes for the PRs to assess and assign the appropriate level of urgency to them. Based on the Urgency, the PR is automatically prioritized, ensuring that it receives immediate attention and resources. The Urgency code triggers the predefined escalation path, involving key stakeholders and specialized teams to address the PR promptly. |
Configure Urgency
Configure the Tenant, Sort Order, name of the Urgency for the Problem Management module to efficiently understand the urgency of the PRs. This will help to correctly assign the Urgency codes to the PRs.
To configure Urgency, perform the following steps:
- Navigate to Design Studio > Module > Problem Management > Problem SLA Configs > Urgency.
The Urgency list page is displayed.
Figure: Urgency list page - The Urgency ID page is displayed.
Figure: Urgency ID page - Enter the required details as described in the following table:FieldDescriptionTenant*Select the Tenant from the dropdown menu for which you want to configure the Urgency value for a Problem Record.DescriptionMention a brief description about the Urgency. Provide details on the circumstances under which this Urgency should be assigned to the Problem Record and the specific outcomes it represents. Specify any dependencies or prerequisites that should be considered when assigning this Urgency value.Urgency NameSpecify a name for the Urgency.Sort OrderSelect the Sort Order in which the Urgency values are displayed or listed within the ITSM system, when the Analysts are selecting or viewing them.DefaultSelect the check box to display the Urgency for the selected Tenant, by default.ActiveSelect the check box to make the Urgency available on the other pages of the application.
An asterisk (*) represents a mandatory field.
Figure: Urgency list page
Figure: Urgency ID page4. Click Save to save all the details and configure the Urgency. Click Reset to clear all the inputs in the Urgency ID details screen. If you do not want to save the details and configure the Urgency, click Cancel.
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