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Service Management Help

Service Request Management

Urgency defines the degree of importance of a Service Request (SR). You can add and modify Urgency details for SRs under a Tenant.

To configure Urgency:

  1. Select Request > Configuration > SLA Configurations > Urgency.
  2. On the URGENCY page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in the new Urgency details. For information about the fields on the URGENCY page, see Field Description. If you are configuring Urgency values for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module, see Copying Data from Incident Management.
  4. 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 a numeric value, which indicates the sequence number in which the Urgency will be displayed in the Urgency list on the configuration pages of the application.

Default

Select this check box to display this Urgency value as the default Urgency value on the other pages of the application.

Active

Indicates the status of the Urgency value.

  • If selected, the Urgency value becomes an available option on the other pages of the application.
  • If not selected, the Urgency value becomes an inactive value. The inactive Urgency values are not displayed in the Urgency list on the other pages of the application.

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 table showing all the Urgency values configured for the selected Tenant.


Figure: URGENCY page: List of urgency values

  • To edit an Urgency value, click the Urgency Name. Make appropriate changes and click SUBMIT.
  • To display the inactive Urgency values, click the Include Inactive check box.

Note:

When the Urgency Configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new Urgency.
  • Click IMPORT to update or create multiple Urgency Configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the URGENCY page. For more information see Importing Master Template.
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