Configuring Urgency IM

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Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

Incident Management

What is Urgency?

Urgency defines the degree of importance of an Incident. You can add and modify Urgency details for Incidents for a Tenant.

To configure Urgency values:

  1. Select Incident > Configuration > SLA Configuration > 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 228557072.
  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

Urgency ID column in the LIST table displays the ID associated with every configuration.

  • 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 on the URGENCY page (See: Importing Master Template in SummitAI Platform).