SummitAI Service Management Help

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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.

URGENCY page

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. If selected, the Urgency value becomes an available Urgency 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 showing all the configured Urgency values 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, 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.

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