Configure Impact

Updated on 11 Dec 2024
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Impact in Work Order management refers to a measure of the effect that a particular Work Order may have on business processes. It assesses the potential consequences of an issue or change on the business in terms of service quality, availability, and performance.

Overview

In work order Management, Impact typically refers to the degree of effect or consequence of a particular work order on the operations of an organization. It helps to prioritize and categorize work orders based on their potential impact on the business and the urgency required for resolution.

Use Case

Solution

Novatech's retail department experiences a sudden IT issue that affects their point-of-sale (POS) systems across multiple stores. This issue needs immediate attention to minimize loss of sales and customer dissatisfaction.

Sandra an Application Administrator logs in to the application, navigates to WO SLA Configs then selects Impact. Creates a new Impact from the List page using the New button. Then she selects the appropriate Tenant from the dropdown field. Enters "High" in the WO Impact field. Sets the Sort Order of the Impact to 1 to prioritize the Work Order on the List page. Enables Active option to make it available within the application.

Configure Impact

In IT Service Management, the Work Order serves as an important component for managing and tracking tasks and activities. These work orders can range from routine maintenance tasks to high-priority resolutions. One of the key attributes of a work order is its "Impact" level. Configuring the Impact parameter appropriately helps in distinguishing between high, medium, and low business impact tasks, which in turn facilitates better prioritization and resource management.

To configure Impact, perform the following steps:

Log in to the Apex application.
Navigate to Design Studio > Service Management > Work Order > Configurations > WO SLA Configs > Impact.
Click New configure Impact.

Figure: Impact List
Select and enter appropriate values for the mandatory fields.

Figure: Impact - List

Enter the appropriate details in the required fields.

Refer to the following table for Field Description:

Field	Description
Tenant	Select Tenant from the field dropdown.
WO Impact	Enter Impact for Work Order. Note Hover on the info icon to view the information message about the field. The following message is displayed. "An effect a WorkOrder has on an individual's / organization's operations, changes, or infrastructure. Understanding it helps IT WO management teams prioritize their response and action."
Description	Enter Description about the Impact.
Sort Order	Specify a value to set the sort order for the Impact. Note The Sort Order field accepts values from 0 to 999. Impact is executed alphabetically on the pages irrespective of the number of Impacts that are configured with the same Sort Order or without any sort order. Example: If Impact 1 (High) is configured with sort order value 1. Impact 2 (Very High) is configured with sort order value 2. Impact 1(High) is placed on top of Impact 2(Very High) across all the pages.
Active	Enable Active control. It indicates that the Impact is Active across all the pages wherever it is used. By default, this is inactive.
Default	Enable Default control. It indicates that the Impact is set as Default and this value will be considered as Default value when used. By default, this value is set to non-default.

Click Save.
The configured Impact is displayed on the list.

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What's Next

Manage Impact

Table of contents

Overview
Configure Impact