Configure Urgency

Updated on 11 Dec 2024
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Urgency is defined as a measure of how quickly a resolution for a Work Order to be implemented. It reflects the time frame within which an action is required to prevent significant impact or degradation of services.

Overview

In Work Order management, Urgency refers to the degree of immediate attention or responsiveness required for a specific Work Order. The urgency reflects how quickly the issue needs to be addressed or resolved to avoid potential negative consequences.

Use Case

Solution

A critical server in Novatech's data center has unexpectedly gone offline during peak business hours. This server hosts several essential applications that employees use for daily operations, leading to significant disruptions in workflow and potential revenue loss. As various teams are dependent on these applications, there is a high demand for a rapid resolution.

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

Configure Urgency

The Work Order Module plays a crucial role in managing and tracking tasks related to IT services and infrastructure. Assigning an appropriate Urgency level to each Work Order is vital for managing these tasks efficiently. Urgency configuration ensures that Work Orders that require immediate attention are identified and addressed promptly, facilitating the seamless operation of business activities.

To configure Urgency, perform the following steps:

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

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

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 Urgency	Enter Urgency value for Work Order. Note Hover on the info icon to view the information message about the field. The following message is displayed. "Level of Impact and timeframe within which a resolution is required to address a Work Order. Enabling respective teams to prioritize their response based on the urgency of the issue."
Description	Enter Description about the Urgency.
Sort Order	Specify a value to set the sort order for the Impact. Note The Sort Order field accepts values from 0 to 999. The Urgency is executed alphabetically on the pages irrespective of the number of Urgencies that are configured with the same Sort Order or without any sort order. Example: If Urgency 1 (High) is configured with sort order value 1. Urgency 2 (Very High) is configured with sort order value 2. Urgency 1(High) is placed on Urgency 2(Very High) across all the pages.
Active	Enable Active control. It indicates that the Urgency 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 Urgency is displayed on the list page.

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What's Next

Manage Urgency

Table of contents

Overview
Configure Urgency