Overview

Updated on 13 Sep 2023
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Enhance customer satisfaction with work order Urgency!

In Work Order Management, Urgency refers to the degree of immediate attention or responsiveness required for a specific work order or service request. The urgency reflects how quickly the issue needs to be addressed or resolved to avoid potential negative consequences. When users or customers submit work orders or service requests, they may provide information about the urgency level, which is then used by the organization's service management system to prioritize and allocate resources based on the time sensitivity of the issue.

User Persona: Administrator

Figure: Urgency Benefits

Let's explore the following use case.

User Persona: Administrator

Solution

ACME company operates an IT help desk where employees can raise a Work Order for IT-related issues. An employee submits a Work Order reporting that their laptop is not booting up, and they are unable to access critical documents and applications required for their daily work.

Issue: Laptop Not Booting

Urgency: High
Impact: High

In this case, the urgency and impact of the issue are both high. The IT help desk system immediately classifies this as a high-priority work order due to the urgency of getting the employee's laptop up and running again. The system automatically notifies the on-call IT technician, and they quickly respond to the request. By treating this work order with high urgency, the IT help desk can ensure a swift response and resolution, minimizing the employee's downtime and productivity loss. The prompt resolution also prevents any potential negative impact on the company's overall operations, allowing the employee to resume their work efficiently.

Let's configure Impact for a work order, click on the following icon for configuration details:


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Configure Urgency