Overview

When seconds matter: Leverage Urgency to speed up Service Request resolution!

Urgency defines the degree of importance of a Service Request (SR) and how soon the resolution of SR is necessary. The Urgency level indicates how long it will be until a SR has a substantial impact. Urgency levels are used to prioritize and classify the Urgency of SRs based on their impact on business operations and the required response time.

Let's explore the following use-case.

Configure Urgency

Configure all the details of Urgency for the SRs for a particular Tenant to ensure prioritization of SRs based on their time sensitivity, ensuring that time-critical and urgent SRs are addressed promptly.

To configure Urgency, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
   
3. Select Module > Service Request > Configurations > SR SLA Configs > Urgency.
   The Urgency list page is displayed.
   Figure: Urgency list page
   
   
4. Click New to configure a new Urgency value. The Urgency ID page is displayed.
   Figure: Urgency ID page
   
   
5. Enter the required details as described in the following table:
   
   

   Field	Description
   Tenant*	Select the tenant for which you want to configure Urgency ID for Service Requests from the dropdown menu. This is a mandatory field.
   Description	Mention a brief description about the Urgency. It provides essential context for all the stakeholders, offering clear guidelines on the time-sensitive nature of SRs. This detailed information enhances communication, aids in prioritization, and ensures that urgency levels align precisely with business objectives, facilitating prompt and effective resolution.
   Urgency Name	Specify a name for the Urgency. The Urgency name provides a clear and standardized way to communicate the urgency levels of service requests, enhancing understanding and alignment across the organization.
   Sort Order	Select the Sort Order in which the Urgency values are displayed or listed within the ITSM system, when the Analysts are selecting or viewing them.
   Default	Select the check box to display the Urgency for the selected Tenant, by default.
   Active	Select the check box to make the Urgency available on the other pages of the application.

   An asterisk (*) is a mandatory field.

6. Click Save to configure the new Urgency ID. Click Reset to clear all the inputs in the Urgency ID screen. If you do not want to save the details and configure the Urgency, click Cancel.