Configure Urgency

Upon applying urgency and impact levels, IT service management teams can deliver more effective and efficient support to their internal customers, leading to increased productivity and overall satisfaction within the organization.

To configure Urgency, perform the following steps:

1.  Log in to the application.
   
   
2.  Navigate to Design Studio > Service Management > Work Order > Configurations > WO SLA Configs > Urgency.
   The Configured Urgency list is displayed.
   Figure: Urgency list
   
   
3.  Click New.
   The Urgency configuration page is displayed.
   Figure: Urgency Configuration
   
   
4.  Enter the appropriate values in the required fields.
   
   Refer to the following table for the field description: 

   Field	Description
   Tenant	Specifies the Tenant name.
   WO Urgency	Mentions the Urgency of the work order.
   Description	Describes the Urgency of the Work Order. Note 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.
   Sort Order	Specifies a value to set the sorting position in the WO Impact list section or WO Impact drop-down inside the Group across the Application. 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	Indicates that the configured Urgency is Active on all the pages wherever it is been used.
   Default	Indicates if the WO Urgency is set as Default then this value will be considered as Default value when used across the pages.

5.  Click Save.
   The configured Urgency is displayed on the Urgency list.
   Figure: Urgency List