What is Urgency?
Urgency is an indication of how quickly a Problem Record (PR) should be resolved, otherwise, it may have a significant impact on business processes. You can add and modify Urgency details for a PR.
To configure Urgency values:
- Select Problem > Configuration > Urgency.
- On the URGENCY page, click ADD NEW on the ACTIONS panel.
- Select the Tenant and type in the new Urgency details. For information about the fields on the URGENCY page, see Field Description.
- Click SUBMIT. A new Urgency value is configured.
Figure: URGENCY page
Field Description
The following table describes the fields on the URGENCY page:
Field | Description |
|---|---|
DETAILS | |
Urgency Name | Type in a name for the Urgency. |
Sort Order | Type in the sequence number to indicate the position of the value in the Urgency list. |
Default | Select this check box to display this Urgency as a default selection on the other pages of the application. |
Active | Indicates the status set for the Urgency.
|
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the URGENCY page.
SHOW LIST
Click SHOW LIST to display the LIST showing all the configured Urgency values for the selected Tenant.
Figure: URGENCY page: List of Urgency values
- To edit an Urgency value, select the Name of the Urgency. Make appropriate changes and click SUBMIT.
- To display the inactive Urgency values, click the Include Inactive check box.
Note:
When the configured Urgency values are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Urgency value.